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