TERMS OF AGREEMENT
Terms of Agreement
These Terms of Agreement (“Agreement”) govern all services provided by Urban Wolves to the Client. By engaging Urban Wolves’ services, the Client agrees to be bound by this Agreement. This Agreement is available via Urban Wolves’ website and in written or electronic form. All information provided by the Client in connection with this Agreement, including any questionnaires, forms, or declarations, forms part of this Agreement and is relied upon by Urban Wolves in the provision of services.
1. Definitions
1.1 Urban Wolves means Urban Wolves operating as a sole trader.
1.2 Client means the person(s) engaging Urban Wolves for services.
1.3 Dog Care Professional means the Urban Wolves personnel responsible for delivering services.
1.4 Services means all services supplied by Urban Wolves to the Client at the Client’s request.
2. Acceptance of Terms
2.1 Engagement of Urban Wolves’ services constitutes acceptance of these Terms. A signed copy is not required for this agreement to be binding.
3. Our Promise
3.1 Urban Wolves will treat Clients, dogs, and property with care and respect and endeavour to provide reliable and professional services.
4. Client Responsibilities
4.1 Auckland Council regulations require that proof of microchipping must be provided to Urban Wolves prior to the commencement of any services, and that proof of current Auckland Council dog registration must also be provided prior to the commencement of any services, and annually thereafter. Urban Wolves may refuse or suspend services where these requirements are not met.
4.2 Auckland Council regulations require that all dogs must wear a current Auckland Council dog registration tag. If the dog(s) is/are not wearing a collar with a current Auckland Council registration tag the service will not proceed and will still be charged.
4.3 The Client remains responsible for ensuring ongoing compliance with Auckland Council dog registration and identification requirements.
4.4 All health and behavioural issues of the Client’s dog(s) must be fully disclosed and kept up to date. Failure to disclose these issues risks the safety and well-being of the Dog Care Professional and other dogs, and constitutes a breach of this Agreement, which may result in immediate suspension or termination of services, without refund.
5. Services
5.1 Services may include, but are not limited to, dog walking, pack walking, training, boarding, and other services as agreed between the Client and Urban Wolves.
5.2 Pack walks are offered as a regular, ongoing service, and places are limited. By enrolling a dog in pack walk services, the Client acknowledges that Urban Wolves allocates capacity on the basis of consistent attendance. Any reasonable absences are understood, but repeated or extended non-attendance of the Client’s dog(s) may result in the Client’s pack walk place being reviewed, adjusted, or made available to another Client, at Urban Wolves’ sole discretion.
6. Training Expectations & Limitations
6.1 Urban Wolves will provide training services with reasonable care, skill, and professionalism in accordance with industry standards.
6.2 Due to the nature of animal behaviour, Urban Wolves cannot guarantee specific training outcomes or behavioural results.
6.3 Training success depends on multiple factors, including the dog’s temperament, history, environment, consistency, and the Client’s participation and follow-through.
6.4 The Client acknowledges that their active involvement and ongoing practice of training techniques is essential to achieving and maintaining progress.
6.5 Urban Wolves is not responsible for a lack of progress where recommended training plans, handling instructions, or management strategies are not followed by the Client, notwithstanding clause 6.1.
7. Safety, Compliance and Behaviour
7.1 Auckland Council bylaws now require dogs to wear a walker identification tag supplied and fitted by Urban Wolves for each walk. Services may be adjusted or declined to maintain compliance and safety.
7.2 The Client acknowledges that for the safety of all dogs, people and property, the Dog Care Professional may be required to use reasonable and proportionate physical intervention with a Client’s dog(s) where necessary to interrupt or stop unwanted behaviour, and to prevent injury in the event of aggressive or unsafe behaviour, while participating in Urban Wolves services.
7.3 If, during the provision of services, Urban Wolves reasonably determines that the health or safety of the Dog Care Professional, any person, person’s property, or any dog is or may be at risk due to the behaviour, temperament, or condition of the Client’s dog(s), Urban Wolves may immediately suspend or cease services. The Client is not entitled to any refund, credit, or relief from outstanding payments, unless otherwise determined at Urban Wolves’ sole discretion.
7.4 The Client acknowledges that some services may involve dogs being managed in shared environments alongside other Client dogs and/or Urban Wolves’ personal dogs. Urban Wolves will act responsibly and in good faith at all times and will take reasonable care and precautions having regard to the safety, wellbeing, and individual needs of each dog and all persons involved. The Client acknowledges that interactions between dogs carry inherent risks.
7.5 The Client acknowledges and agrees that, as part of the provision of services, Urban Wolves may manage, handle, and interact with the Client’s dog(s) in order to deliver the agreed services, including for the purposes of exercise, training, enrichment, and socialisation. This may include, but is not limited to:
· Walking the dog(s) off-leash in suitable individual and group environments;
· Providing food rewards or treats as part of training, reinforcement, or enrichment; and
· Engaging in appropriate play, enrichment activities, and social interaction with the dog(s).
The Client confirms that they have disclosed any relevant allergies, dietary restrictions, behavioural concerns, or limitations relating to off-leash activity, handling, or food rewards. Urban Wolves will act in accordance with the information provided by the Client.
8. Veterinary Care & Medical Authorisation
8.1 If any medical problem, illness, or injury develops while the Client’s dog(s) are in the care of Urban Wolves, the Dog Care Professional will make reasonable efforts to contact the Client or the nominated emergency contact as soon as practicable using the contact details provided. Where contact cannot be made, the Client authorises Urban Wolves to proceed with veterinary advice and/or treatment and to take such steps as Urban Wolves reasonably considers necessary for the safety, health, and wellbeing of the dog(s).
8.2 The Client agrees to be fully responsible for all veterinary costs and expenses incurred in connection with such treatment.
9. Pricing, Cancellations and Fees
9.1 Prices for Urban Wolves’ services are available on the Urban Wolves website and/or will be provided to the Client in writing (including by email or electronic communication) prior to the commencement of services.
9.2 Where pricing is confirmed in writing for a specific service, that pricing will apply unless otherwise advised.
9.3 Engagement of services after pricing has been provided constitutes acceptance of that pricing.
9.4 Walk cancellations require a minimum of 24 hours’ notice. These cancellation terms apply to individual scheduled services and do not apply to extended absences or termination of services, which are addressed separately in clause 12.
9.5 Late cancellations under clause 9.4 will be charged in full unless due to genuine medical reasons at Urban Wolves’ sole discretion.
9.6 Where services are booked or agreed for a fixed period or duration, early collection or non-attendance by the Client does not entitle the Client to any refund, credit, or fee reduction for unused time, unless otherwise agreed in writing by Urban Wolves.
10. Payment Terms
10.1 Payments are required on Monday of each week in advance, regardless of the type or timing of services provided, unless otherwise agreed in writing.
10.2 Where payment is not received by the due date, Urban Wolves may suspend or refuse to provide the relevant service until payment is received in full.
10.3 If a Client fails to make payment when due, Urban Wolves will charge a late payment fee equal to 15% of the overdue service fee, in addition to the original amount payable.
10.4 The Client remains responsible for payment of any booked or agreed services, whether invoiced or not, unless cancelled in accordance with these Terms.
11. Autonomy
11.1 Urban Wolves maintains full control over service delivery methods, including training approaches, handling techniques, and operational decisions, provided these are exercised with reasonable care and professionalism.
11.2 The Client acknowledges that Urban Wolves may utilise tools, equipment, and methods that Urban Wolves considers suitable and appropriate for the safe and effective provision of services, having regard to the individual dog, the service being provided, and overall safety considerations.
11.3 Where Urban Wolves determines that the use of particular tools, equipment, or methods may be beneficial, this will be discussed with the Client verbally or in writing prior to use. Urban Wolves will not proceed where the Client has clearly communicated discomfort or objection to such use.
12. Termination, Suspension and Extended Absences
12.1 Either party may terminate this Agreement with three (3) weeks’ notice. This includes verbal or written forms of communication.
12.2 Failure to give three (3) weeks’ notice may result in charges equivalent to the notice period.
12.3 For absences longer than three weeks, two weeks’ verbal or written notice is required, unless there are exceptional circumstances. Determination of “exceptional circumstances” will be at the sole discretion of Urban Wolves. This clause applies to extended absences from services and termination of ongoing service arrangements and does not replace the short-notice cancellation requirements for individual services set out in clause 9. Insufficient notice will result in a charge equivalent to one week of scheduled walks.
13. Intellectual Property & Media Consent
13.1 Unless otherwise advised in writing, the Client gives Urban Wolves permission to photograph and/or record videos of their dog(s) while services are being provided. These images and recordings may be used for training records, documentation, and for marketing, promotional, educational, or informational purposes, including on Urban Wolves’ website, social media platforms, and long-form content such as video libraries or educational media. The Client has the right to refuse permission. If the Client refuses permission it may limit the services that Urban Wolves is able to provide.
13.2 This permission continues after the termination of this Agreement. Urban Wolves is not required to remove previously published content following the conclusion of services.
13.3 Urban Wolves will not disclose the Client’s personal identifying information without consent.
14. Conflict of Interest and External Services
14.1 If the Client chooses to utilise other daycare or walking services for their dog(s) there is a risk of illness, behavioural issues, and safety for both the Dog Care Professional and other Urban Wolves’ Clients’ dogs. Urban Wolves reserves the right to refuse to provide services at our sole discretion.
15. Modification of Agreement
15.1 Urban Wolves may issue new or updated Terms of Agreement due to operational or regulatory changes. Continued use of services after notice constitutes acceptance of the new agreement.
16. Liability and Indemnity
16.1 Urban Wolves will take all care and precautions when providing services. The Client acknowledges there is an inherent risk of off-site services including but not limited to training and group walks.
16.2 To the extent permitted by law, the Client indemnifies and holds harmless Urban Wolves from and against all claims, losses, liabilities, damages, costs, and expenses (including reasonable legal costs) arising out of or in connection with the behaviour or actions of the Client’s dog(s), injury or damage caused by the Client’s dog(s) to any person, animal, or property, or inaccurate, incomplete, or misleading information provided by the Client.
16.3 Urban Wolves is not responsible for any loss, injury, or death of a dog while in its care, except where such loss, injury, or death arises directly from Urban Wolves’ failure to exercise reasonable care as required by law.
16.4 The Client is responsible for all veterinary costs and damages caused by their dog(s).
16.5 Nothing in this agreement limits or excludes any rights the Client may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
17. Governing Law
17.1 This agreement is governed by the laws of New Zealand.
18. Commencement and Duration
18.1 This Agreement takes effect from the date the Client accepts these Terms and continues until terminated in accordance with clause 12.
For enquiries, please contact: info@urbanwolves.co.nz