The Fine Print
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Cancellation and Refund Policy
Effective date: 1 September 2026
This Cancellation and Refund Policy forms part of, and must be read together with, our Terms and Conditions. Where a term is defined in the Terms and Conditions (Service, Booking, Client, Fees, Order, Products, and so on), it carries the same meaning here. In the event of any direct conflict between this Policy and the Terms and Conditions on a matter this Policy expressly covers, this Policy prevails for that matter.
1. Scope
This Policy covers two different kinds of purchase made through the Site, and treats them separately because they work differently:
- Part A – Services. Dog walking, doggy daycare, pet sitting, training or any other pet care Service booked through the Site.
- Part B – Products. Physical goods purchased through the Site’s store.
Part A – Services (Bookings)
2. Cancelling a Booking
Cancellation by you, with notice. A Booking cancelled at least 24 hours before its scheduled start time is cancelled free of charge, and any amount already paid for it is refunded in full to the original payment method within 7 business days.
Late cancellation. A Booking cancelled with less than 24 hours’ notice may be charged in full and is not refunded, except where the clauses on our own cancellation or our discretion below apply.
How to cancel. To cancel a Booking, contact us using the details in section 10 below as early as possible. A cancellation takes effect from the time we receive it, not from when you decide to cancel.
Cancellation by us. Where we cancel, shorten, or reschedule a Booking – for example due to unsafe weather, staff illness, a safety concern relating to a Pet, or another circumstance beyond our reasonable control – you may choose between a full refund to your original payment method, or rescheduling to another available slot at no additional charge. We will notify you as soon as reasonably possible and process your choice within 7 business days.
Gate-kept bookings. Some Bookings require our approval before they are confirmed as going ahead. Where we decline a Booking that has already been paid for, this is treated as a cancellation by us, not by you – you are entitled to a full refund, and it is never treated as a late cancellation on your part.
Peak periods. Bookings made during peak periods, public holidays, or major holiday seasons may carry different cancellation terms – for example a longer notice period, a non-refundable deposit, or a stricter cut-off. Where this applies, it will be disclosed to you before your Booking is confirmed, and those disclosed terms govern that Booking instead of the standard notice period above.
No-shows. If your Pet is not brought to, or is not available for, a confirmed Booking, and you did not cancel with the notice required above, this is treated as a late cancellation – no refund is due.
3. How Service refunds are paid
All refunds under this Part are paid back to the original payment method used for the Booking, through our payment provider’s (PayFast’s or Peach Payments’) refund process. We do not issue cash refunds or refunds to a different account.
Refunds are processed within 7 business days of the refund being approved, though your bank or card issuer may take longer to reflect it in your account.
Where a Booking formed part of a larger Order – for example bought together with a Product – only the value of the cancelled Booking is refunded; the rest of the Order is unaffected.
4. Late collection and additional charges
Where a Service requires collection of your Pet by a specified time and it is collected late, or not collected at all without a prior arrangement, the additional fees described in our Terms and Conditions apply and are non-refundable.
Part B – Products
5. Cancelling an Order before delivery
You may cancel a Product Order at any time before it has been dispatched or made available for collection, for a full refund.
6. Returns after delivery
Statutory cooling-off right. Where you purchased a Product online, you have the right to cancel the transaction within 7 days of receiving the goods, in accordance with section 44 of the Electronic Communications and Transactions Act 25 of 2002, subject to the exclusions permitted under that section – for example perishable or hygiene-sensitive goods, or goods made to your specification.
Condition of returned goods. To qualify for a refund under the cooling-off right above, the Product must be returned unused, in its original packaging, and in a condition suitable for resale.
Faulty or damaged Products. Nothing in this Policy limits your rights under the Consumer Protection Act 68 of 2008. A defective, damaged, or not-as-described Product may be returned for a repair, replacement, or refund at your election, at no cost to you, regardless of the cooling-off window above.
Return shipping.
How Product refunds are paid. Refunds are paid to the original payment method within 7 business days of us receiving and inspecting the returned Product, or within 7 business days of a fault being confirmed.
7. Stock and availability
Where a Product you have ordered turns out to be unavailable, we will notify you and refund the affected amount in full within 7 business days, unless you agree to a substitute or a delay instead.
8. Vouchers, promotions, and discounts
9. General
This Policy applies in addition to, and does not replace, any statutory right you hold under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable law, including any right that cannot lawfully be limited or excluded.
We may update this Policy from time to time. The version in force at the time of your Booking or Order is the one that applies to it.
This Policy is governed by the laws of the Republic of South Africa.
10. Contact us
To request a cancellation, report a problem with a Product, or query a refund:
The Hound Human Connection (Pty) Ltd
Email:
Website: thehoundhumanconnection.co.za
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Animal and Pet Care Risk Policy
Effective date: 1 September 2026
This policy forms part of, and is incorporated into, our Terms and Conditions. It sets out the risks inherent in pet care services, your responsibilities as a Pet owner, and the basis on which The Hound Human Connection provides dog walking, doggy daycare, pet sitting, and related services. By booking any Service, you acknowledge that you have read, understood, and accepted this policy.
1. Nature of the Risk
Animals are unpredictable. Even a well-trained, well-socialised Pet may behave in ways that cannot be fully anticipated or controlled, including in response to other animals, people, traffic, noise, or unfamiliar environments.
While we take every reasonable precaution, pet care services inherently involve risk, including but not limited to:
- injury to, illness of, escape of, loss of, or death of your Pet;
- injury caused by your Pet to another person, animal, or property;
- injury caused to your Pet by another animal;
- damage to property caused by your Pet.
By booking a Service, you accept these risks as inherent to the nature of the service, and agree that The Hound Human Connection shall not be held liable for incidents arising from them that are beyond our reasonable control, except where caused by our gross negligence or intentional misconduct.
2. Behavioural Disclosure
You warrant that you have disclosed, in writing, all known behavioural concerns regarding your Pet, including but not limited to:
- aggression towards people;
- aggression towards other dogs or animals;
- resource guarding;
- anxiety or fear-based behaviours;
- escape tendencies;
- bite history;
- reactivity; and
- any medical condition affecting behaviour.
You agree to notify us immediately of any change in your Pet's health or behaviour. Failure to disclose known behavioural concerns may result in immediate termination of Services without refund, and you remain responsible for any injury, damage, or loss arising from an undisclosed issue.
3. Dangerous Behaviour and Right to Refuse Service
We reserve the right to refuse or discontinue a Service, at any time and at our discretion, where a Pet displays behaviour that presents an unreasonable safety risk to our staff, the public, other animals, or itself. Where such behaviour arises during a Service, we may implement appropriate safety measures, including ending the walk, daycare session, or visit immediately.
You remain responsible for all injuries, losses, or damage caused by your Pet, including where a Service is ended early for this reason. No refund is owed for a Service ended due to your Pet's dangerous or unsafe behaviour.
4. Off-Leash Policy
Your Pet will only be permitted off-leash where you have specifically authorised this and we consider the environment and circumstances reasonably safe at the time. We do not guarantee that an off-leash Pet will not escape, become injured, become lost, or interact with another animal. You acknowledge that dogs can behave unpredictably even when well trained, and accept this risk as a condition of authorising off-leash activity.
5. Owner Responsibility for Damage and Injury Caused by Your Pet
You are financially and legally responsible for any injury, loss, or damage your Pet causes to any person, other animal, or property, whether occurring during a Service or otherwise, except to the extent directly caused by our gross negligence or intentional misconduct.
6. Damage to Your Property
We will take reasonable care of your property while providing a Service at your home. However, you acknowledge that pets may cause damage to furniture, flooring, doors, gardens, or other household items, including through chewing, scratching, or normal animal behaviour. We will not be liable for such damage unless it results directly from our gross negligence or intentional misconduct.
7. Equipment
You agree to provide safe, secure, and properly fitted equipment (collars, harnesses, leads, and any other equipment reasonably required for the Service). We reserve the right to substitute safer equipment where necessary for your Pet's welfare, at our discretion, and are not liable for escape or injury arising from equipment that was defective, ill-fitting, or inadequate and supplied by you.
8. Health, Vaccination and Licensing
You confirm that your Pet is currently vaccinated, in good health, free from contagious illness, and on an effective flea, tick, and worm prevention programme, and licensed and compliant with applicable municipal requirements. Female dogs in season may not attend group settings such as daycare. You agree to notify us immediately of any change to this status.
9. Medication Administration
Where you request that we administer medication to your Pet, we will only do so where:
- you have provided clear written instructions, including dosage and frequency;
- the medication is supplied in its original packaging, where reasonably possible; and
- we consider administration reasonably safe and within our staff's capabilities.
We do not diagnose medical conditions or alter medication dosages. We will not administer medication where doing so would, in our reasonable judgement, create an unreasonable risk to our staff or to your Pet. We may require a separate medication authorisation form for this purpose.
10. Illness and Contagious Conditions
You must inform us immediately if your Pet has, or is suspected of having, a contagious illness or condition. We may suspend or decline a Service where reasonably necessary to protect the health and safety of other animals or our staff. Where your Pet becomes ill during a Service, we may seek veterinary assistance in accordance with Section 13.
11. Weather and Environmental Conditions
Walks and outdoor activities may be shortened, rescheduled, or cancelled where weather or environmental conditions create an unreasonable risk to your Pet or our staff, including extreme heat, lightning, severe storms, flooding, or dangerous air quality. Your Pet's welfare takes priority over adherence to a fixed schedule, and no liability attaches to us for a Service shortened or cancelled on this basis.
12. Pet Escape or Loss
We take reasonable precautions to prevent your Pet from escaping while in our care. If your Pet escapes during a Service, we will take reasonable steps to locate and recover them, which may include contacting you, contacting your emergency contact, contacting local animal welfare organisations, contacting nearby veterinary practices, notifying relevant authorities where appropriate, and arranging reasonable search assistance.
You remain responsible for reasonable third-party costs incurred in recovering your Pet, unless the escape resulted directly from our gross negligence or intentional misconduct.
13. Emergency Veterinary Authorisation
Authorisation. You authorise The Hound Human Connection, its employees, and its agents to seek and obtain emergency veterinary treatment for your Pet where you cannot be reached after reasonable attempts to contact you. This includes authority to transport your Pet to your preferred veterinarian or, where unavailable, the nearest suitable veterinary practice.
Scope of authorisation. This authorisation covers treatment reasonably necessary to preserve your Pet's life, alleviate suffering, or prevent further injury or illness. The attending veterinarian will determine the appropriate treatment. We will make every reasonable effort to contact you before treatment is authorised, but are not obliged to delay treatment where doing so would risk your Pet's welfare.
Financial responsibility. You accept full responsibility for all veterinary fees, medication, treatment, transport, and related costs arising from any illness, injury, accident, or emergency involving your Pet. The Hound Human Connection is not financially responsible for veterinary expenses arising from illness, injury, accidents, or emergencies, except where directly caused by our gross negligence or intentional misconduct.
Your details. You are responsible for keeping your preferred veterinarian's details, and your own emergency contact details, accurate and up to date via your account or as otherwise requested by us.
14. Pet Death While in Care
In the event that your Pet passes away while in our care, we will make reasonable efforts to contact you and, where necessary, your emergency contact; contact your nominated veterinarian; take reasonable steps to appropriately preserve your Pet; and follow any instructions you have previously provided to us, where reasonably possible.
You remain responsible for veterinary, cremation, burial, transport, and other associated costs, unless otherwise required by law or the death resulted directly from our gross negligence or intentional misconduct.
15. Multi-Pet and Group Settings
Where a Service is provided in a group setting (such as group walks or daycare), your Pet may be in the presence of other animals not under your control. You accept the additional risk this presents, including the risk of injury to or from another Pet, and acknowledge that we exercise reasonable judgement, but cannot guarantee the behaviour of animals belonging to other clients.
16. Limitation of Liability
We will exercise reasonable skill, care, and diligence in providing our Services. To the fullest extent permitted by South African law, The Hound Human Connection, ReMarkIt (Pty) Ltd, and their respective employees and agents shall not be liable for any injury, illness, death, loss, or damage involving your Pet, or caused by your Pet, except where caused by our gross negligence or intentional misconduct.
Nothing in this policy excludes or limits liability for gross negligence, fraud, or any liability that cannot legally be excluded under South African law.
17. Indemnity and Hold Harmless
You agree to indemnify, defend, and hold harmless The Hound Human Connection, ReMarkIt (Pty) Ltd, and their respective employees and agents from and against any claims, actions, damages, losses, liabilities, costs, or legal expenses arising from:
- injury, illness, death, or loss of your Pet, except where caused by our gross negligence or intentional misconduct;
- injury or damage caused by your Pet to any person, animal, or property;
- any undisclosed behavioural, medical, or temperament issue affecting your Pet; or
- any breach of this policy by you.
18. Relationship to Signed Service Agreements
Where you have signed a separate service agreement or veterinary release form with us (for example, at an onboarding assessment), that document applies in addition to this policy and, to the extent of any direct conflict on a matter it expressly covers, takes precedence. This policy remains fully binding as the baseline in all other respects, including wherever no separate signed agreement is in place.
19. Acknowledgement
By booking any Service, you confirm that you have read, understood, and accepted this Animal and Pet Care Risk Policy, and that all information you have provided about your Pet is accurate and complete.
20. Contact Us
For questions about this policy:
The Hound Human Connection (Pty) Ltd
Email:
Website: thehoundhumanconnection.co.za
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Privacy Policy
Effective date: 1 September 2026
This policy explains what personal information we collect when you use The Hound Human Connection, why we collect it, how we protect it, and who we share it with.
1. Who we are
The Hound Human Connection (thehoundhumanconnection.co.za) is a pet care booking platform offering dog walking, doggy daycare, pet sitting, and related products.
The Hound Human Connection (Pty) Ltd (registration number [registration number]), a company registered in the Republic of South Africa, is the responsible party for your personal information as defined under the Protection of Personal Information Act, 4 of 2013 (POPIA).
Our designated contact for privacy-related questions or requests can be reached at
The site is hosted and operated on our behalf by ReMarkIt (Pty) Ltd, acting as an operator under POPIA (see Section 10).
2. Information we collect and why
We only collect information necessary to provide our services. The table below lists every category of personal data we hold, where it comes from, and what we use it for.
| Category | What we store | Why we need it |
|---|---|---|
| Account | Name, email address, hashed password, registration date, last login date | Create and secure your account; send service notifications |
| Contact details | Phone number, email address, physical address(es) | Arrange and deliver Services at your home or another agreed location; contact you regarding bookings |
| Property access and security | Keys, access codes, gate remotes held on your behalf, and written instructions regarding alarms, electric fencing, security gates, CCTV, panic buttons, or armed response arrangements | Allow us to safely and securely access your property to provide a Service |
| Pet information | Name, breed, age, sex, microchip number, medical conditions, current medications, behavioural history, veterinarian's name and contact details, medical aid/pet insurance provider and policy number | Provide safe and appropriate care; authorise emergency veterinary treatment where needed; comply with our Animal and Pet Care Risk Policy |
| Emergency contacts | Name, phone number, relationship | Reach someone on your behalf in an emergency involving you or your Pet |
| Bookings | Services requested, scheduled dates and times, service history, cancellations | Manage and fulfil your bookings |
| Payment | Fees charged, payment status, invoice history (not full card details — see Section 10) | Process payments and maintain accurate billing records |
| Orders | Products purchased, delivery address, order status | Fulfil product orders |
| Photos and videos | Photos or videos of your Pet taken during a Service, where you have consented | Provide updates to you; where separately consented, use for marketing (see Section 7) |
| Communications | Messages you send us, including via the Site, email, or WhatsApp/SMS where opted in | Respond to queries and provide customer support |
| Notification preferences | Which channels (email, WhatsApp, SMS) you have enabled for which purposes | Respect your communication preferences |
| Policy acceptance | A record that you have accepted our Terms, this Privacy Policy, and our Animal and Pet Care Risk Policy | Legal record of informed consent |
| Activity log | IP address, basic device/browser information, and significant actions taken on the Site | Security monitoring, abuse prevention, and improving the Site |
We do not collect payment card details, national identity numbers, or health information about you (as distinct from your Pet) beyond what you choose to disclose.
3. How we protect your information
Encryption in transit. All data sent between your device and our Site is encrypted using HTTPS/TLS, so information cannot be read while it is being transmitted.
Encryption at rest. Sensitive personal data — including contact details, addresses, and Pet medical and behavioural information — is encrypted in our database using strong, industry-standard encryption (AES-256).
Passwords. Passwords are never stored in plain text; we use a one-way hash so that even we cannot read your password.
Access controls. Only staff with a legitimate operational need can access personal data, including Pet medical and behavioural records.
No unnecessary retention. If you close your account, your personal profile data is removed from active use, subject to Section 12.
4. Pet and veterinary information
Information about your Pet — including medical conditions, medications, and behavioural history — is collected so that we, and any staff or contractors providing your Service, can care for your Pet safely and appropriately, and so that we can act on your emergency veterinary authorisation if needed (see our Animal and Pet Care Risk Policy).
This information is shared only with staff or contractors directly involved in providing a Service to your Pet, and with a veterinarian where emergency treatment is required. It is not used for any other purpose.
5. Location and address data
Where a Service is provided at your home (such as pet sitting or home visits), we collect your address to enable staff to reach you. Addresses are only shared with the staff member or contractor assigned to your booking, and are not made public or shared with other clients.
6. Payment information
Payments are processed by independent third-party payment providers. We do not store your full payment card details on our own systems — these are handled directly by the payment provider under their own security standards (such as PCI DSS) and privacy terms.
7. Photos, videos and marketing
Where you consent, photos and videos of your Pet taken during a Service may be used for marketing and promotional purposes, including social media and our website. Where we do this, we do not include your name or other identifying details about you without your separate consent.
You can withdraw this consent at any time by contacting us; this will not affect content already published prior to withdrawal.
8. Communications
We send notifications relevant to your bookings and account — for example booking confirmations, reminders, and updates during a Service.
Email notifications are sent to your registered email address.
WhatsApp and SMS notifications are sent only if you opt in. You can disable these at any time in your account preferences or by contacting us.
Some essential service and security communications (such as booking confirmations or safety-related notices) cannot be opted out of while you hold an account.
9. Cookies and technical data
The Site sets a session cookie to keep you logged in. We do not set advertising cookies. We may use analytics tools that set cookies to measure usage. You can disable cookies in your browser, but doing so will prevent you from logging in.
Your IP address and basic device/browser information are logged for security, abuse prevention, and to help us understand how the Site is used.
10. Third-party service providers
To operate the Site and deliver our Services, we use a limited number of trusted third-party service providers ("operators" under POPIA). We share with them only the information they need, and require them to protect your information and use it only for that purpose. These include:
Hosting and site operation. The Site is hosted and operated by ReMarkIt (Pty) Ltd on our behalf.
Payment processing. Payments are processed by regulated third-party payment providers. We do not store full payment card details on our own systems.
Email and messaging delivery. Service notifications are sent via our mail server or an email delivery provider. Where you opt in, WhatsApp or SMS notifications are delivered via that provider's platform; the notification content and contact details needed to deliver it are shared with that provider for that purpose.
Veterinary providers. In an emergency, or as otherwise necessary for your Pet's care, relevant Pet information is shared with your preferred veterinarian or, where unavailable, the nearest suitable veterinary practice.
Pet recovery in an emergency. If your Pet escapes while in our care, we may share relevant Pet and contact information with animal welfare organisations, nearby veterinary practices, and relevant authorities, solely for the purpose of locating and recovering your Pet.
Staff and contractors. Employees and contractors who provide Services to you and your Pet have access to the information reasonably necessary to do so (contact details, address, Pet information, booking details).
Analytics tools. We may use analytics tools to understand usage and improve the Site. We use such tools in aggregate, not to build advertising profiles or track you across other websites.
Professional and compliance advisers. We may share information with our advisers (legal, accounting, or auditing) or with regulators and law-enforcement authorities where necessary to comply with the law or defend legal claims.
We do not sell your personal information, and we do not use any service to build advertising profiles of you.
11. Cross-border processing
Some of the third-party services we use, including payment providers and messaging platforms such as WhatsApp, may process data on servers located outside South Africa. Where this occurs, we do so only to deliver the service you have requested, on the basis of your consent to this policy and the contractual necessity of operating the Site, as permitted under section 72 of POPIA. We take reasonable steps to ensure such recipients are bound to handle your information to a standard comparable with POPIA.
12. How long we keep your information
- Account data — kept for as long as your account is active.
- Pet and veterinary information — kept for as long as your account is active, and for a reasonable period afterward for safety and record-keeping purposes.
- Booking and payment history — retained as required for financial and tax record-keeping obligations.
- Communications — retained for as long as needed to support the relevant Service and for dispute resolution.
- Activity log — kept for security and audit purposes and purged when no longer needed.
Certain transaction and compliance records may be retained longer where the law requires it.
13. Your rights under POPIA
As a South African data subject you have the right to:
- Access the personal information we hold about you and your Pet(s).
- Correct inaccurate information — you can update most details directly in your account.
- Object to the processing of your information for marketing purposes.
- Delete your account and associated personal data — contact us at
This email address is being protected from spambots. You need JavaScript enabled to view it. . - Withdraw consent where processing is based on your consent (for example, photo/video marketing use).
- Complain to the Information Regulator of South Africa (www.inforegulator.org.za) if you believe we have handled your data unlawfully.
Some information may need to be retained for legal, safety, or operational reasons even after such a request — for example, Pet medical information relevant to an ongoing or recent Service.
14. Children
Our services are directed at adults booking pet care on their own behalf. We do not knowingly collect personal information from children under 18 in relation to their own account. If you believe a minor has registered an account, please contact us so we can address it.
15. Changes to this policy
We may update this policy from time to time. When we do, we will update the effective date at the top of this page and, where the change is material, notify you by email or through a Site notice. Continued use of the Site after an update constitutes acceptance of the revised policy.
16. Contact us
For any privacy-related question, request, or complaint:
The Hound Human Connection (Pty) Ltd
Email:
Website: thehoundhumanconnection.co.za
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- Category: The Fine Print
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Terms and Conditions
Effective date: 1 September 2026
Please read these Terms and Conditions ("Terms") carefully before using this website or booking any service through it. By registering as a client, accessing the site, or booking, requesting, or making use of any service offered through The Hound Human Connection — including dog walking, doggy daycare, pet sitting, or the purchase of any product — you agree to be bound by these Terms. If you do not agree, you must not use the site or its services.
1. Acceptance of Terms
These Terms constitute a legally binding agreement between you ("Client", "you", "your") and The Hound Human Connection (Pty) Ltd, trading as The Hound Human Connection ("we", "us", "our", "the Company"), operating at thehoundhumanconnection.co.za, registration number 2025/712697/07. The site and its booking functionality are hosted and operated on our behalf by ReMarkIt (Pty) Ltd.
These Terms must be read together with our Privacy Policy and our Animal and Pet Care Risk Policy, both of which are incorporated into and form part of these Terms.
These Terms are governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"), and the Protection of Personal Information Act 4 of 2013 ("POPIA").
Onboarding assessment. Before commencing services, new clients are generally required to attend an initial assessment, at which a separate, more detailed service agreement covering the specific pet(s) and services involved may be signed. Where such an agreement is signed, it applies in addition to these Terms and, to the extent of any direct conflict on a matter it expressly covers, takes precedence over these Terms for that matter. These Terms remain fully binding as the baseline agreement between you and us in all other respects, and apply in full where no separate signed agreement is in place — including where services are booked, resumed, or continued online without a further signature.
2. Definitions
| Term | Meaning |
|---|---|
| Site | The Hound Human Connection website and all booking, scheduling, account, and e-commerce functionality accessible through it |
| Services | Any pet care service offered through the Site, including dog walking, doggy daycare, pet sitting, and any other service we may introduce from time to time |
| Products | Any physical goods offered for sale through the Site |
| Booking | A confirmed request by a Client for a Service on a specified date, time, and duration |
| Client | A registered user of the Site who books Services or purchases Products |
| Pet(s) | Any animal in respect of which a Client books a Service |
| Order | A confirmed request by a Client to purchase one or more Products |
| Fees | Any charges payable for Services or Products, as published on the Site from time to time |
3. Eligibility
You must be at least 18 years of age to register and use the Site. By registering, you confirm that you are 18 or older and legally capable of entering into binding agreements, and that you are the lawful owner of any Pet you register, or are otherwise authorised to enter into this agreement on the owner's behalf.
You further confirm that all information you provide, including information about your Pet(s), is accurate, complete, and current, and that your participation does not violate any applicable law or regulation.
We reserve the right to refuse registration to, or terminate the account of, any person at our sole discretion, including where a Pet presents a safety risk (see our Animal and Pet Care Risk Policy).
4. Account Registration and Security
You are responsible for maintaining the confidentiality of your login credentials and agree to notify us immediately of any unauthorised use of your account. We are not liable for any loss arising from your failure to protect your credentials.
You may not transfer, sell, or assign your account to another person.
5. Services
We offer pet care Services which may include, without limitation, dog walking, doggy daycare, and pet sitting, whether provided at our premises, at your home, or elsewhere as agreed. The specific Services available, and their scope, are as described on the Site or in your service agreement at the time of booking.
Pet sitting may be offered in different formats, which may include, without limitation:
- Drop-in visits — a scheduled visit to feed, water, and let out your Pet, without an extended stay;
- Full-day sitting — care provided at your home or ours for a defined daytime period;
- Overnight sitting — care provided at your home or ours, including overnight supervision.
The specific formats available, their duration, and their scope are as described on the Site at the time of booking. We may introduce, vary, or discontinue any pet sitting format at any time.
We may introduce new Services, discontinue existing ones, or change how a Service is delivered, at any time. Continued use of a Service after a change to its terms constitutes acceptance of those terms.
We reserve the right to refuse or decline to provide any Service, including where we consider it necessary for the safety of a Pet, our staff, other pets, or the public.
6. Assessment and Acceptance of Bookings
Before a new Client's Pet begins a Service, we may require a meet-and-greet, behavioural check, or temperament assessment. This allows us to understand your Pet's routine, temperament, and handling requirements, identify potential risks, and determine whether the requested Service, environment, and allocated staff member are suitable.
For daycare specifically, Pets are matched into groups based on factors such as age, size, energy level, and temperament, and may be moved between groups where necessary for safety or welfare.
Acceptance of a booking, or of a Pet into an ongoing Service such as daycare, is not guaranteed. We may decline a booking, or permanently refuse future attendance, where we reasonably consider the Service, environment, or allocated staff member unsuitable or unsafe for that Pet, including where a Pet displays dangerous or unsuitable behaviour.
Where relevant to a Service, we will make reasonable efforts to maintain consistency of staff allocated to your Pet, but do not guarantee that a specific individual will always be available.
7. Bookings, Scheduling and Cancellations
A Booking is confirmed once accepted by us through the Site or otherwise in writing.
Cancellations by you. Cancellations made with less than 24 hours' notice may be charged in full, unless otherwise stated at the time of booking or agreed by us.
Cancellations by us. We reserve the right to cancel, shorten, or reschedule a Service due to unsafe weather, emergencies, illness of staff, safety concerns relating to a Pet, or circumstances beyond our reasonable control — including power or water outages, disease outbreaks, or government regulations. Where we cancel a Service, we will make reasonable efforts to notify you and to reschedule or refund as appropriate.
Late collection. Where a Service requires you to collect your Pet by a specified time (such as at the end of a daycare session), collection after that time may incur an additional fee. Pets not collected after closing without a prior arrangement may incur additional charges for extended care.
Peak periods. Bookings made during peak periods, public holidays, or major holiday seasons may be subject to increased rates, a non-refundable deposit, minimum booking durations, or earlier confirmation deadlines. Any such conditions will be disclosed to you before your booking is confirmed.
8. Fees and Payment
Fees for Services and Products are as published on the Site at the time of booking or purchase, inclusive of value-added tax (VAT) where applicable, unless stated otherwise.
Payment terms (including frequency, due dates, and accepted methods) will be disclosed at the time of booking. You will be asked to confirm the applicable Fees before any charge is taken.
Accounts outstanding for more than 30 days may incur interest at the maximum lawful rate and may result in suspension of Services until the account is brought up to date. You agree to pay all reasonable legal and debt-recovery costs incurred in recovering unpaid amounts, where permitted by law.
Payments are processed by independent third-party payment providers. We do not store your full payment card details; use of a payment provider is subject to that provider's own terms and privacy policy.
9. Products
Where you purchase a Product through the Site, the following applies in addition to the rest of these Terms:
- Product descriptions, images, and prices are provided as accurately as possible, but we do not warrant that they are error-free.
- Orders are subject to acceptance and availability. We will notify you if a Product you have ordered is unavailable.
- Delivery. Estimated delivery or collection timeframes will be disclosed at checkout. Risk in a Product passes to you on delivery or collection.
- Returns and cancellation. Where you purchase a Product online, you have the right to cancel the transaction within 7 days of receiving the goods in accordance with section 44 of the ECT Act, subject to the exclusions permitted under that section (for example, perishable, hygiene-sensitive, or made-to-order goods). Return shipping costs, where applicable, will be disclosed at checkout.
- Defective or damaged Products may be returned, replaced, or refunded in accordance with your rights under the CPA.
- These Product terms do not affect your statutory rights under the CPA, which apply to the fullest extent required by law.
10. Client Responsibilities
You agree that:
- All information you provide, including about yourself and your Pet(s), is accurate and up to date, and that you will notify us promptly of any change in your Pet's health, behaviour, or your contact details;
- Your Pet is properly vaccinated, in good health, licensed, and compliant with applicable municipal requirements, and free from contagious illness;
- You have disclosed all known behavioural concerns regarding your Pet in accordance with our Animal and Pet Care Risk Policy;
- You will provide safe, secure, and properly fitted equipment (such as collars, harnesses, and leads) where required for a Service;
- You remain financially responsible for any damage or injury caused by your Pet to any person, animal, or property.
11. Pet and Animal-Related Risk
Our Services involve the care of animals, whose behaviour cannot be entirely predicted or controlled, and inherent risks — including risk of injury, illness, escape, loss, or death — are involved. These risks, the responsibilities and disclosures they place on you, our authority to obtain emergency veterinary treatment, and the related indemnity and limitation of liability, are set out in full in our Animal and Pet Care Risk Policy, which is incorporated into and forms part of these Terms. By booking a Service you acknowledge that you have read and accept that policy.
12. Property and Key Access
Where a Service requires us to access your property (including for pet sitting or home visits), you authorise us to enter the property for the scheduled Service. Keys, access cards, gate remotes, and alarm codes provided to us will be kept confidential and safeguarded with reasonable care, but we are not liable for losses beyond our reasonable control. You agree to notify us immediately of any change to access arrangements.
13. Security Systems
You must provide clear written instructions regarding any security system relevant to us accessing or being present at your property, including alarms, electric fencing, security gates, access control systems, CCTV, panic buttons, or armed response arrangements. You are responsible for ensuring we have sufficient information to enter and exit your property safely, and for notifying us promptly of any change to these systems.
14. Personal Property Left with Your Pet
We accept no responsibility for leads, collars, harnesses, clothing, toys, bedding, or any other personal item left with your Pet during a Service, including loss of or damage to such items.
15. Scope of Pet Sitting and House Sitting
Pet sitting is focused on the care of your Pet and does not, unless expressly agreed in writing, constitute general house sitting or property management. Where reasonable and incidental to caring for your Pet, our staff may perform minor tasks such as bringing in mail, putting out bins, watering specified plants, or switching lights on or off. Any additional household duties beyond this must be agreed with us in advance and may incur additional fees.
16. Photography and Marketing Consent
With your consent, photographs and videos of your Pet taken during a Service may be used for educational, promotional, and marketing purposes, including social media, printed material, and our website. No personal information relating to you will be published without your consent. You may withdraw this consent at any time by contacting us; this will not affect content already published prior to withdrawal.
17. Privacy and Personal Information
We collect and process personal information in accordance with POPIA and our Privacy Policy, which forms part of these Terms. By registering, you consent to the collection and use of your personal information, and that of your Pet(s), as described in the Privacy Policy.
By registering, you agree that we may send you service-related communications (such as booking confirmations and reminders) by email, in-app notice, or — where you opt in — WhatsApp or SMS. Some essential service and security communications cannot be opted out of while you hold an account.
18. Disclaimer of Warranties
The Site is provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding uninterrupted or error-free access to the Site. Nothing in these Terms excludes liability that cannot lawfully be excluded under the CPA or any other applicable law.
19. Limitation of Liability
We will exercise reasonable skill, care, and diligence in providing our Services. To the fullest extent permitted by South African law, we, our employees, and our agents (including ReMarkIt (Pty) Ltd) shall not be liable for indirect, incidental, special, or consequential loss or damage, including loss arising from delays, cancellations, third-party acts, theft, fire, natural disasters, extreme weather, road accidents, disease, or events beyond our reasonable control.
Nothing in these Terms excludes or limits liability for gross negligence, fraud, or any liability that cannot legally be excluded under South African law. Liability relating specifically to Pets and animal-related risk is further addressed in our Animal and Pet Care Risk Policy.
20. Indemnity
You agree to indemnify, defend, and hold harmless The Hound Human Connection, ReMarkIt (Pty) Ltd, and their respective employees and agents from and against any claims, actions, damages, losses, liabilities, costs, or legal expenses arising from your breach of these Terms, your use of the Site, or any Service or Product, except where caused by our gross negligence or intentional misconduct. Indemnities specific to Pet and animal-related incidents are set out in our Animal and Pet Care Risk Policy.
21. Non-Solicitation of Staff
You agree not to directly engage or privately contract with any employee, contractor, or pet sitter introduced to you through The Hound Human Connection, for services that would otherwise be provided through us, unless we have agreed to this in writing in advance.
22. Communicating with Your Allocated Staff Member
You may communicate directly with your allocated staff member regarding the day-to-day care of your Pet. However, all bookings, payments, cancellations, and complaints must be directed to The Hound Human Connection rather than to the individual staff member, so that they are properly recorded and handled.
23. Complaints
If you have a concern or complaint, we encourage you to raise it with us promptly using the contact details in Section 30. We will endeavour to investigate and respond to complaints fairly and promptly.
24. Suspension and Termination
We may suspend or terminate your account or access to Services, without notice, where:
- payment is overdue;
- false information has been supplied;
- safety concerns arise, including in relation to a Pet's behaviour;
- abusive or threatening conduct is directed at our staff; or
- you otherwise breach these Terms.
Outstanding fees remain payable on termination.
25. Dispute Resolution
In the event of a dispute between you and us, both parties agree to first attempt resolution through good-faith negotiation. If the dispute is not resolved within 30 days of written notice, either party may refer the matter to binding arbitration under the Arbitration Act 42 of 1965 (as amended), or to the relevant consumer tribunal under the CPA where applicable.
26. Site Changes and Availability
We reserve the right to modify, suspend, or discontinue the Site or any Service or Product at any time, with or without notice. We are not liable for any loss arising from changes to, or unavailability of, the Site.
27. Amendments to These Terms
We may update these Terms at any time. Updated Terms will be published on the Site with a revised effective date. Continued use of the Site or Services after an update constitutes acceptance of the amended Terms. Material changes will be notified where practicable.
28. Governing Law and Jurisdiction
These Terms are governed by the laws of the Republic of South Africa. You consent to the jurisdiction of the Magistrate's Court or High Court of South Africa (as appropriate to the quantum of any claim) for disputes not resolved through arbitration.
29. General
Entire agreement. These Terms, together with the Privacy Policy, the Animal and Pet Care Risk Policy, and any signed service agreement, constitute the entire agreement between you and us regarding your use of the Site and Services.
Severability. If any provision of these Terms is found unenforceable, the remaining provisions continue in full force and effect.
No waiver. Our failure to enforce any right under these Terms does not constitute a waiver of that right.
Assignment. We may assign our rights and obligations under these Terms to any successor operator. You may not assign your rights without our prior written consent.
Electronic acceptance. Booking, requesting, or permitting us to provide any Service, or your acceptance of a quotation, invoice, online booking, WhatsApp message, SMS, email confirmation, or other electronic communication requesting or confirming Services, constitutes acceptance of these Terms and has the same legal effect as a handwritten signature, to the extent permitted by South African law — whether or not a separate agreement has been signed.
Language. These Terms are written in English. In the event of any conflict arising from a translation, the English version prevails.
30. Contact Us
For queries, complaints, or reports regarding these Terms or the Site:
The Hound Human Connection (Pty) Ltd
Email:
Website: thehoundhumanconnection.co.za