Refund Policy

At Critters by the Coast, we’re committed to providing reliable, caring, and professional pet services for every client and their furry family member.
We understand that sometimes plans change or things don’t go as expected, so we’ve created a fair and transparent refund policy based on Australian Consumer Law.

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💰 Our Promise

You are entitled to a refund, replacement, or credit if a service you receive from us:

• Is not delivered as agreed,

• Has a major problem (e.g., a service fault caused by us), or

• Is otherwise covered under your rights by the Australian Consumer Law (ACL).

We will always do our best to resolve any issue quickly, fairly, and with care.

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📅 Cancellations and Refunds

We understand that things come up! However, as a small business, last-minute cancellations can impact our schedule and other clients.

Our general cancellation policy is as follows:

• More than 24 hours’ notice: You may reschedule or cancel your booking with no fee. A full refund or service credit will be offered if payment has already been made.

• Less than 24 hours’ notice: A 50% cancellation fee may apply to cover time and travel costs.

• No-show or same-day cancellation: The full service fee may be charged.

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If we (Critters by the Coast) need to cancel a booking due to illness, vehicle issues, or extreme weather, we will offer to reschedule or provide a full refund.

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🐕 Service Quality Issues

If you’re not satisfied with your service (for example, if there was a misunderstanding or mistake), please contact us within 48 hours so we can review and resolve the issue.
We may offer:

• A partial or full refund,

• A service credit for future bookings, or

• A redo of the service at no extra cost (where appropriate).

Each situation will be handled fairly and with understanding.

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🚗 Pet Taxi and Visit Refunds

If a service cannot be completed because of incorrect address details, unavailable contact, or safety concerns (such as an aggressive pet or unsafe environment), a partial refund may be offered at our discretion to cover travel and time already spent.

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🧼 Pet Bathing and Grooming Refunds

We do our best to ensure every pet is comfortable and clean.
However, refunds are not provided for results affected by:

• Behavioural issues or excessive stress preventing service completion,

• Pre-existing skin or coat conditions, or

• Reactions to products where allergies weren’t disclosed beforehand.

We’ll always communicate with you during the process and ensure your pet’s comfort comes first.

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🐾 How to Request a Refund

To request a refund or raise a concern, please contact us within 48 hours of your service by phone or email.

Please include:

• Your name and contact details

• Date and type of service

• Description of the issue

We’ll review your request within 5 business days and get back to you with a resolution.

📧 [your email address]
📞 [your phone number]
📍 Woolgoolga, NSW

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📜 Legal Rights

This policy operates alongside your rights under the Australian Consumer Law (ACL).
Nothing in this policy is intended to limit or exclude any of your legal rights as a consumer.