SitStay Terms and Conditions of Service

Last updated: May 2025

By booking and paying for a SitStay service, you confirm that you have read and agree to these Terms and Conditions, governed under New Zealand law. SitStay reserves the right to update these terms at any time, with the latest version available on our website.

1. Definitions

  • SitStay: The sole trader business, providing pet care services across New Zealand.
  • Client / Pet Owner: The person who owns the pet(s) and engages SitStay’s services.
  • Pet Sitter / Sitter: A vetted caregiver operating under SitStay.
  • Service: Any service offered by SitStay as outlined in Section 3.
  • Agreement: This Terms of Service document, forming a legally binding contract upon booking and payment.

2. Booking & Payment

  • Bookings must be made via SitStay’s website form, email, phone, or text.
  • A booking is only confirmed once full payment has been received.
  • For bookings more than 2 months in advance, a 50% deposit is required. The remainder is due 4 weeks prior to the booking start date.
  • Payments may be made by bank transfer or credit/debit card (2.4% processing fee applies).
  • Bookings are non-transferable without written agreement.
  • By making payment, you agree to these Terms and Conditions in full.
  • SitStay may modify these terms at any time. Changes will take effect upon publication, and continued use of SitStay’s services constitutes acceptance of the updated terms.

3. Services Provided

SitStay offers the following services:

  • Drop-in visits
  • Day stays
  • Evening visits
  • Overnight care
  • Long-term stays
  • Dog walking (as part of a stay)
  • Medication administration
  • Pet transport
  • Wedding day dog care

All services are provided by trained and insured sitters. SitStay maintains public liability insurance up to $1,000,000 NZD and statutory liability up to $500,000 NZD.

4. Cancellations & Refunds

  • Cancellations made two (2) or more calendar days before the booking start date will receive a full refund.
  • Cancellations made one (1) calendar day before the booking start date will receive a 50% refund.
  • Cancellations made on the day of the booking are non-refundable.
  • Clients may reschedule one (1) time (outside the refund window) free of charge; further changes incur a $50 admin fee.
  • Cancellations must be made via email, phone, or text within SitStay’s business hours.
  • In the case of non-collection or abandonment of pets within three (3) days of the end of a service period, SitStay may place the pet(s) in foster care or an appropriate shelter. All costs incurred will be the responsibility of the Client.
  • Refunds will be processed within 7 days and refunded into the Client’s nominated bank account.

5. Client Responsibilities

The Client agrees to cover any expenses incurred from their pet to the Sitter, including but not limited to medical treatment, rehabilitation, or loss of income due to injury caused by the pet.

The Client agrees to:

  • Provide all required supplies: pet food, litter, medication, leashes, bin liners, cleaning supplies, etc.
  • Provide clear written instructions before each booking, including care routines and access information.
  • Ensure keys/access codes are delivered at least 2 days in advance.
  • Confirm that no other persons (e.g., family, cleaners) will access the property during the scheduled service time, unless previously disclosed and approved, for the sitter’s safety and privacy.
  • Disclose all medical and behavioural information about pets.
  • Cover any loss or damages caused by their pet to SitStay’s property.
  • Reimburse SitStay for any related costs of caring for your pet.
  • Reimburse SitStay for any emergency-related costs or vet visits.
  • Provide SitStay with Vet details in case of an emergency.
  • Provide both a local emergency contact and a backup caregiver if SitStay is unavailable.
  • Ensure all pets are in compliance with local laws and regulations, including vaccinations, licensing, and microchipping.
  • Confirm or update care notes for each booking in writing via email.

6. SitStay Responsibilities

  • Fulfil confirmed bookings to the best of our ability.
  • Provide updates (text/photo/video) as per client preference.
  • Never bring unauthorised persons or animals onto the property without verbal or written consent.
  • Follow best practices as outlined in the Pet Sitting NZ Code of Conduct.
  • Keep the pet’s environment clean and safe.
  • Communicate all concerns, issues or emergencies promptly to the Client.

7. Emergency Care

  • SitStay is authorised to seek emergency veterinary care if required.
  • A default emergency spend limit will be agreed prior to service. If none is specified, SitStay may act at its discretion.
  • Clients must reimburse any emergency expenses within 7 days; overdue payments will incur 10% interest per month.
  • Clients must provide safe transport equipment for pets if car travel is required.
  • SitStay is not liable for injury or loss during vet transport unless caused by gross negligence.
  • If SitStay cannot attend due to illness/emergency, a vetted backup sitter may be deployed (with prior approval).
  • SitStay may access veterinary records as required to ensure proper emergency care.
  • If the client cannot be reached, an emergency contact provided by the client will be contacted.

8. Privacy & Media

  • Client data is securely stored using password-protected software in accordance with the NZ Privacy Act 2020.
  • Photos/videos may be taken during the booking and used to update the client during the service and for marketing purposes.
  • Clients may revoke permission of photos and images being used in marketing material by written request.
  • Previously published materials will not be deleted if permission is later revoked.
  • Personal information (names, addresses, health details) will never be shared in media.
  • Clients grant SitStay a non-exclusive, royalty-free license to use pet images or user-generated content.
  • Clients must disclose any security cameras and their purpose.
  • Surveillance-free areas (e.g., sleeping, bathroom) must be provided.
  • Use of SitStay services constitutes permission to use pet images and videos in marketing.

9. Liability & Indemnity

  • SitStay is not responsible for loss or damage caused by third parties present during bookings.
  • SitStay is not liable for:
    • Pre-existing pet conditions.
    • Illness or death due to natural causes.
    • Property damage caused by pets.
    • Vet expenses incurred during care.
  • Clients agree to indemnify SitStay from claims due to pet behavior or unsafe conditions.
  • SitStay agrees to exercise reasonable care and follow best practices.

10. Dispute Resolution

  • Parties agree to resolve disputes in good faith.
  • If unresolved, disputes go to mediation before legal action.
  • These terms are governed by New Zealand law.

11. Termination of Service

  • SitStay may refuse or cancel bookings for safety, non-payment, or breach of terms.
  • Immediate termination may occur if the safety of the sitter or pet is at risk.

12. Acceptance of Terms

By booking and paying for SitStay services, the Client agrees to these Terms of Service. SitStay may update these terms at any time. Continued use of services after changes constitutes acceptance of the updated terms.