OMH Terms & Conditions

Effective date: 1 July 2026
Business name: Oscar Meets Hugo (“OMH”, “we”, “us”, “our”)
Location: Caloundra, Queensland, Australia

By booking our services, paying a deposit, or confirming a booking in writing, you agree to these Terms & Conditions and any service-specific Schedule that applies to your booking.

1. Definitions

In these Terms:

  • Client means the person booking the Services.

  • Dog means the animal or animals listed in the booking.

  • Services means the services described in your booking confirmation and the relevant Schedule.

  • Schedule means the service-specific terms for either A Pawfect Day wedding pet attendance or everyday minding services.

2. Scope of services

We provide pet care and related services as described in your booking confirmation and the relevant Schedule. We will use reasonable care and skill in providing our Services. We may refuse or stop Services if we reasonably believe a Dog is unsafe, unwell, highly stressed, aggressive, or unsuitable for the booked service.

3. Bookings and acceptance

For OMH’s everyday minding services, we may confirm availability in writing and issue an invoice or payment request for the relevant service period. Your payment of that invoice, or provision of valid payment details for that invoice, constitutes your acceptance of the booking and these Terms and Conditions, together with the applicable Everyday minding services Schedule.

For A Pawfect Day wedding pet attendance, we may discuss and agree the booking at the Meet & Greet, but the booking is only confirmed once we issue the invoice or payment request and you pay the required deposit or provide valid payment details. Payment confirms your acceptance of these Terms and the A Pawfect Day Schedule.

You may accept these Terms and the relevant Schedule by paying an invoice, providing payment details for a confirmed booking, or otherwise proceeding with the booking after we have made the applicable Terms available to you. Your conduct in doing so indicates your intention to be bound by these Terms.

4. Prices and payment

All prices are in Australian dollars unless stated otherwise.

Payment terms will be set out in your quote, invoice, or booking confirmation. Unless otherwise agreed, deposits are required to secure the booking and may be non-refundable.

You agree to pay:

  • the deposit when due;

  • the balance by the due date shown on the invoice;

  • any additional charges arising from extra time, late changes, travel, parking, emergency care, or third-party costs that are not included in the original quote.

If payment is overdue, we may pause or cancel Services and recover any reasonable costs of collection. This does not affect your rights under the Australian Consumer Law.

5. Cancellations and changes

Cancellations and rescheduling rules depend on the service booked and are set out in the applicable Schedule. If you request changes to a confirmed booking, we will try to accommodate them, but we are not obliged to do so. If a change requires extra time, staffing, travel, or third-party costs, you must pay those additional costs.

We may modify, shorten, delay, pause, or move a service if weather or environmental conditions make the service unsafe or impractical for the dog, the handler, staff, or any third party. This may include rain, heat, storms, flooding, smoke, or other severe conditions. Where possible, we will discuss alternatives with you, such as adjusting timing, changing the activity, or moving to a safer option.

6. Client responsibilities

You must provide accurate, complete, and up-to-date information about your Dog, including:

  • health conditions;

  • vaccination status;

  • parasite prevention;

  • behaviour issues;

  • bite history;

  • reactivity or aggression;

  • separation anxiety;

  • medications;

  • feeding instructions;

  • emergency contact details; and

  • your veterinarian’s details.

You must also tell us about anything that could affect safe care or attendance, including recent illness, injury, heat sensitivity, mobility issues, pregnancy, or nervous behaviour. If you do not disclose relevant information, we may cancel or end the booking and charge for any costs already incurred.

7. Dog health and suitability

We may refuse or end Services if a Dog is:

  • contagious or suspected of being contagious;

  • unvaccinated where vaccination is required for the service;

  • unsafe to handle;

  • too distressed to participate safely; or

  • incompatible with the service setting.

For group or shared care services, we may separate dogs, use leads, crates, gates, or other management tools if needed for safety.

8. Emergency care

If your Dog becomes ill or injured, you authorise us to take reasonable steps to seek veterinary care. Where possible, we will try to contact you or your nominated emergency contact first. If urgent treatment is required, you authorise us to make reasonable decisions in your Dog’s best interests.

You are responsible for all veterinary, transport, medication, and associated costs unless the emergency is caused by our proven negligence. We are not liable for delays or outcomes caused by third-party veterinary providers.

9. Liability

We will take reasonable care and skill in providing our Services. However, you acknowledge that pet care and event attendance involve inherent risks, including injury, illness, stress, escape, loss, or property damage.

To the maximum extent permitted by law:

  • we do not guarantee that a Dog will behave in any particular way or that every risk can be eliminated;

  • we are not liable for loss or damage caused by matters outside our reasonable control;

  • our liability for breach of these Terms or negligence is limited to re-supplying the relevant Services or paying the cost of having the Services supplied again, where permitted by law; and

  • nothing in these Terms excludes any liability that cannot legally be excluded under the Australian Consumer Law or other applicable law.

You agree to indemnify us against claims, losses, damage, and costs arising from your Dog’s behaviour, your failure to disclose important information, your breach of these Terms, or your breach of any law or venue requirement, except where caused by our negligence or wilful misconduct.

10. Property and items

You are responsible for any collars, leads, harnesses, clothing, accessories, food, bedding, and other items you supply unless we expressly agree otherwise. We will take reasonable care of items in our possession, but we are not responsible for normal wear and tear or damage caused by the Dog’s behaviour unless caused by our negligence.

11. Photos and marketing

We may take photos or short videos of Dogs during Services for records, updates, and marketing. If you do not want your Dog’s image used publicly, you must tell us in writing before the booking begins.

12. Privacy

We collect and use personal information to manage bookings, provide Services, communicate with you, and meet legal obligations.

13. Complaints

If you have a concern, please contact us as soon as possible. We will review the issue and try to resolve it reasonably and promptly. If a complaint cannot be resolved directly, we may suggest mediation or another dispute resolution process.

14. Changes to these Terms

We may update these Terms from time to time. The version that applies to your booking is the version in effect when your booking was confirmed, unless a later change is required by law or agreed by both parties.

15. Governing law

These Terms are governed by the laws of Queensland, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Queensland.

Annex