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

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: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: thehoundhumanconnection.co.za