Terms & Conditions

1. Who we are and when these terms apply

Waggle Room is operated by Waggle Room Limited (NZ company number 9452343), at 1/38 Keeling Road, Henderson, Auckland. Contact Aimee or Ash at info@waggleroom.co.nz.

These draft terms cover daycare, including the free trial, and transport only when separately arranged. Ordinary overnight boarding, grooming, training and organised walks are not included at launch. Planned opening hours are Monday to Friday, 6 am–6:30 pm, excluding notified closures and public holidays. All times are Auckland local time.

You may enquire or create an account before enrolling. Account creation does not approve a dog or reserve care. The owner or a person authorised by the owner must accept the care terms and emergency collection arrangement before the trial. Tell us if you need help reading or completing the forms; an enquiry does not itself constitute acceptance.

2. Approval, trials and returning dogs

Aimee assesses each dog individually. We arrange a meet-and-greet and a free trial, normally at least a half day; a full day may be agreed if the dog settles well. Both trial and temperament assessments must be passed before ordinary bookings. Approval of one household dog does not approve every dog in that household.

Dogs need current vaccinations appropriate to daycare, with evidence checked by staff. Uploading a document is not approval. We confirm the specific vaccination requirements and any waiting period before arranging attendance.

Ordinary admission is for desexed dogs. Our limited exception is for fully vaccinated, undesexed puppies aged 6–8 months only, subject to Aimee’s individual approval. Tell us about a season or any change that could affect safe group care.

After a break of six weeks or more, Aimee decides whether a settling-in visit or reassessment is needed. Continued attendance depends on health, behaviour and whether we can meet the dog’s needs safely.

To finalise: Before launch: confirm the required vaccinations, post-vaccination waiting periods and the exact end point of the puppy age exception with the vet.

3. Health, behaviour and information you provide

Keep your contact and emergency-contact details current. Tell us about illness, injury, allergies, medication, dietary needs, anxiety, triggers, escape risks, bite history and changes since assessment. Also tell us about other daycares or dog walkers your dog attends.

Do not bring a dog with suspected infectious illness or a condition that makes group care unsuitable. Contact Aimee before attending if your dog is unwell or has been exposed to an infectious disease. We may require veterinary advice or clearance before return.

If a dog becomes unwell, distressed or unsafe in the group, we may separate and supervise them, contact you and require collection. Arrange for you or your authorised emergency contact to collect within one hour of our request where safe and practicable. If urgent veterinary care is needed, the emergency-care clause applies.

We use calm redirection, appropriate grouping and rest. We may pause attendance while reviewing an incident or care need, explain the reason and discuss whether a safe return is possible. Refunds and legal remedies are considered separately from the safety decision.

4. Food, treats and medication

Tell us what and when your dog needs to eat. Supply clearly labelled food and any agreed equipment. We follow the recorded treats preference: daycare treats permitted, own treats only, or no treats, together with disclosed allergies.

Medication and additional care must be agreed with Aimee before attendance. Supply clearly labelled medication and written instructions identifying the medicine, dose, route and timing. Staff must check the instructions and authorisation; they do not guess doses or give veterinary advice. We may decline needs outside the care we can safely offer.

Care notes record relevant events from the visit. Staff review any customer report before sending it. Contact us directly about urgent concerns; reports and reminders are not an emergency contact service.

5. Urgent veterinary care

We will try to contact you and then your emergency contact if your dog needs urgent veterinary attention. If neither can be reached, you authorise Waggle Room to arrange safe transport and necessary urgent veterinary assessment and treatment without a fixed dollar cap. We will seek veterinary advice, act reasonably for the dog’s welfare, continue attempts to contact you and explain what has happened as soon as possible.

This authority is for necessary urgent care when waiting for contact would risk your dog’s welfare. It is not blanket consent for unrelated or non-urgent treatment. Provide your usual vet’s details and any relevant care instructions before attendance.

You are responsible for reasonable veterinary costs incurred for your dog under this authority, except to the extent Waggle Room is legally responsible for those costs. We will provide available supporting information and explain any costs passed on. Nothing in this clause removes your consumer rights or excuses a failure by us to use reasonable care and skill.

To finalise: Before launch: agree the emergency clinic, practical transport plan and how veterinary bills are authorised and paid; check this wording with the vet, insurer and legal adviser.

6. Bookings, credits and regular days

Approved customers can buy credits and choose dates immediately or later. A booking is confirmed only when the system confirms a place and allocates the matching credit. Each dog needs one credit for each confirmed visit. Credits can be shared between approved dogs in the same household.

Full-day and half-day passes are separate. A half day is up to five consecutive hours within opening hours; a full-day credit covers the agreed visit within opening hours. Dates can be booked up to one calendar month ahead, subject to available space and each dog’s eligibility. Buying a pass does not guarantee particular dates.

Optional regular bookings confirm eligible, funded dates within the rolling booking window. Only confirmed dates use credits. Buying more credits can allow your saved regular plan to confirm further eligible dates automatically; review your plan before buying. There is no automatic recurring card charge. Unfunded or waitlisted dates are not booked.

Our planned service sends regular-booking reminders by text and email two days before the visit. Keep your details up to date and check My bookings even if a reminder does not arrive. When space opens, all relevant waitlisted customers are notified; a notification does not reserve the space.

7. Prices and payment

If payment cannot be made as agreed, speak to us so we can discuss the balance and an appropriate arrangement. We will not withhold your dog because of an unpaid balance. There is no authority in these terms to make an unexpected card charge.

Future price changes will be disclosed before purchase and do not retrospectively change the value or number of credits already bought.

• Full day: $55 casual; $260 for five credits ($52 each); $480 for ten credits ($48 each).
• Half day: $37 casual; $165 for five credits ($33 each); $330 for ten credits ($33 each).
• Prices are in NZD, including GST. The price and conditions shown before purchase apply to that purchase.
• Ordinary online bookings use prepaid credits. Aimee may accept an approved walk-in only after checking space and agreeing payment at pickup. No unapproved dog is admitted as an ordinary walk-in.

8. Pass expiry and extensions — being finalised

The local preview uses a 365-day test expiry. Your requested one-year pass policy is not yet a final live-sale term. New Zealand’s gift-card rules use a broad definition of cards and vouchers redeemable for services; we need legal confirmation of how the rules apply to these passes before selling them.

The final lawful expiry will be clearly shown before purchase and on your pass record. If a longer minimum period is required by law, that requirement takes priority.

Each unexpected closure on a normal opening day adds one calendar day to every paid pass valid that day with unused credits or credits allocated to visits on that date or later, whether or not you booked the closed date. Planned holidays do not add time. Passes bought after the closed date, expired passes and fully finished passes do not qualify. The extension changes the expiry date, not the number of credits.

For a future unexpected closure, the system checks eligibility on the actual closure date. Each pass receives at most one extension per closed date. If a date reopens, an extension already applied is retained. Other extensions, including illness-related requests, need individual review.

To finalise: Launch decision: confirm the applicable expiry rule. Unexpected-closure extensions are implemented in the local preview; the one-year test expiry is not a statement of legal validity.

9. Cancellations, refunds and service interruptions

For an ordinary cancellation made at least 24 hours before the booked start time, choose return of the matching credit or a refund of the amount actually paid for that credit. For example, a credit from a $480 ten-day full-day pass has a paid value of $48. A returned credit keeps its original lawful expiry, subject to any applicable extension.

Cancellations within 24 hours and missed visits are reviewed individually by Aimee, including emergencies and illness. A request does not itself confirm a refund or release the booking; we tell you the outcome. We do not publish an automatic late-cancellation penalty in this draft.

If we cancel a confirmed visit before care begins, the matching credit is returned automatically, without a customer cancellation penalty, and we notify you by text and email. You can request a refund of its actual paid value instead through My bookings. This reserves an unused matching credit so it cannot also be spent. If the returned credit has already been used or allocated elsewhere, contact Aimee for individual review; this does not remove any statutory rights. A cancelled free trial or unpaid visit does not create a cash refund.

If care has already begun, staff arrange collection and record the actual handover separately. Aimee reviews the care provided and the appropriate credit, refund or other adjustment with you, including any statutory rights. Reopening a date does not reinstate cancelled bookings; please book again if you still need care.

If your dog cannot continue daycare, contact us about unused credits. We review the circumstances and any rights to a refund; this is not a blanket no-refund policy. Heat, unsafe conditions, illness outbreaks, staffing or premises problems may require changes to care, closure or early collection.

10. Arrival, collection and late pickup

Dogs arrive and leave on a lead. Use the secure entrance one household at a time and let staff manage access to play areas. Staff record arrival and collection. Only an authorised person may collect; we may check identity if the person is unfamiliar.

Collect by the agreed time and no later than 6:30 pm. Contact us promptly if delayed. A ten-minute closing grace period ends at 6:40 pm. Collection after 6:40 pm incurs a $20 including GST late-collection fee per household, per occasion. Aimee may waive it after individual review of an emergency. This is recorded separately and is not automatically charged to a card or deducted from a pass.

If a dog remains uncollected at 6:40 pm and neither you nor your emergency contact can be reached, you agree that the closing carer, including Mum, may securely transport the dog to Aimee and Ash’s home for separate, supervised emergency care. We will leave or send a notification of the transfer and continue contact attempts to arrange collection.

This is an emergency arrangement, not routine overnight boarding. There is no separate emergency transfer fee in this draft. We will not leave the dog unattended or release it to an unauthorised person.

11. Transport and home access, when agreed

Regular pickup/drop-off is only available by prior agreement, initially for Mount Roskill and Hillsborough, subject to route, staffing and vehicle arrangements. It is not automatically included with every booking. Any fee, timing and handover arrangements must be agreed before travel.

Dogs travel with suitable individual crates or harness restraints. Tell us about travel-related health or behaviour needs. Collection from your home using a key or code requires specific prior permission and access instructions; only Aimee and Ash are authorised to hold or use those access details.

If collection cannot be completed, we will phone you. If the problem cannot be resolved safely, the driver may continue the route and refer the missed collection to Aimee for individual review. We will contact you about a breakdown or other delay and prioritise supervised, safe care.

To finalise: Routine transport must not be advertised as available until routes, cover, contingency arrangements and any charges are confirmed.

12. Our care responsibilities and your rights

Group play can involve unpredictable behaviour, accidental injury or exposure to illness. We discuss suitability, supervise care and take reasonable precautions. Acknowledging these risks does not release Waggle Room from responsibility for failing to provide reasonable care and skill.

Nothing in these terms excludes or limits rights or remedies that cannot lawfully be excluded, including under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Any responsibility for loss or damage is considered on the facts and under applicable law; there is no blanket waiver of our negligence or automatic obligation for an owner to pay every incident cost.

We are responsible for arranging appropriate business cover. Your own pet insurance, if any, does not replace our responsibilities. This draft does not represent that a particular insurance policy or level of cover has already been obtained.

13. Questions, complaints and updates

Raise care concerns or complaints with Aimee at info@waggleroom.co.nz. Ash can assist with accounts, administration and privacy matters. Tell us what happened, the relevant visit and the outcome you are seeking so we can investigate and respond.

You can seek independent advice or use available complaint and dispute-resolution processes, including the Disputes Tribunal where appropriate. These terms are governed by New Zealand law and do not restrict statutory remedies.

We will give reasonable notice of material changes, make the revised terms available and obtain fresh agreement where needed before applying new care arrangements. Changes will not retrospectively remove accrued rights or alter a pass already purchased. The system records the version and date accepted; optional public-photo permission is separate. Our Privacy Policy explains how information is handled.