Terms & Conditions

1. Who we are and when these terms apply

Waggle Room is operated by Waggle Room Limited (NZ company number 9452343), at 1/38 Keeling Road, Henderson, Auckland. In these terms, “Waggle Room”, “we”, “us” and “our” refer to Waggle Room Limited. Contact us at info@waggleroom.co.nz.

These terms cover daycare, including the free trial, and transport only when separately arranged. Ordinary overnight boarding, grooming, training and organised walks are not included at launch. Planned opening hours are Monday to Friday, 6 am–6:30 pm, excluding notified closures and public holidays. All times are Auckland local time.

You may enquire or create an account before enrolling. Account creation does not approve a dog or reserve care. The owner or a person authorised by the owner must accept the care terms and emergency collection arrangement before the trial. Tell us if you need help reading or completing the forms; an enquiry does not itself constitute acceptance.

2. Approval, trials and returning dogs

Waggle Room assesses each dog individually. We arrange a meet-and-greet and a free trial, normally at least a half day; a full day may be agreed if the dog settles well. Both the meet-and-greet and trial assessment must be passed before ordinary bookings. Approval of one household dog does not approve every dog in that household.

Current vaccinations are required for canine kennel cough (Bordetella), DHP (distemper, hepatitis and parvovirus), and leptospirosis. Dogs must wait at least 24 hours after vaccination before attending daycare. We must verify the vaccination evidence before attendance. Uploading a document is not approval.

Ordinary admission is for desexed dogs. We will accept puppies up to six months of age who are not desexed, subject to individual approval based on their behaviour and suitability for group care. Puppies must meet our vaccination requirements. Tell us about a season or any change that could affect safe group care.

After a break of six weeks or more, Waggle Room decides whether a settling-in visit or reassessment is needed. Continued attendance depends on health, behaviour and whether we can meet the dog’s needs safely.

3. Health, behaviour and information you provide

Keep your contact and emergency-contact details current. Tell us about illness, injury, allergies, medication, dietary needs, anxiety, triggers, escape risks, bite history and changes since assessment. Also tell us about other daycares or dog walkers your dog attends.

Do not bring a dog with suspected infectious illness or a condition that makes group care unsuitable. Contact us before attending if your dog is unwell or has been exposed to an infectious disease. We may require veterinary advice or clearance before return.

If a dog becomes unwell or distressed, we will separate and supervise them, contact you and require collection. Arrange for you or your authorised emergency contact to collect within one hour of our request where safe and practicable. If urgent veterinary care is needed, the emergency-care clause applies. Behaviour incidents and safety risks are covered in section 3a below.

We may pause attendance while reviewing an incident or care need, explain the reason and discuss whether a safe return is possible. Refunds and legal remedies are considered separately from the safety decision.

3a. Behaviour incidents, urgent collection and return to daycare

If your dog displays aggression, lashes out, attempts to bite, or otherwise presents a safety risk to dogs or people, we may end their daycare session immediately. This applies even if your dog has previously passed assessment or attended without incident. We will safely separate and supervise your dog and contact you.

You must arrange collection by yourself or an authorised emergency contact within one hour of our request. You must remain contactable during attendance and have an authorised person available to collect. If an emergency prevents collection within that time, tell us immediately so we can agree a safe arrangement. Necessary urgent veterinary care will not be delayed while awaiting collection.

Attendance will be suspended pending review. Before returning, we may reasonably require a veterinary assessment, support or training from a suitably qualified dog behaviour professional, and a further daycare assessment. We will explain the concerns and return requirements. Completing training does not automatically guarantee readmission; Waggle Room must confirm that the dog can safely return. If group daycare remains unsuitable, we may discontinue attendance.

Refunds, unused credits and any other legal remedies are considered separately under section 9. This safety policy does not limit our care responsibilities or your consumer rights under section 12.

4. Food, treats and medication

Tell us what and when your dog needs to eat. Supply clearly labelled food and any agreed equipment. We follow the recorded treats preference: daycare treats permitted, own treats only, or no treats, together with disclosed allergies.

Medication and additional care must be agreed with Waggle Room before attendance. Supply clearly labelled medication and written instructions identifying the medicine, dose, route and timing. We check the instructions and authorisation; we do not guess doses or give veterinary advice. We will decline needs outside the care we can safely offer.

Care notes record relevant events from the visit. We review any customer report before making it available to you. Contact us directly about urgent concerns; reports and reminders are not an emergency contact service.

5. Urgent veterinary care

Our preferred emergency vet is Animal Emergency at VSA Auckland West, 1/133 Central Park Drive, Henderson, Auckland. Phone 09 849 2121. We call ahead to confirm where to attend and follow the emergency team’s advice if another clinic is needed.

We will try to contact you and then your emergency contact if your dog needs urgent veterinary attention. If neither can be reached, you authorise Waggle Room to arrange safe transport and necessary urgent veterinary assessment and treatment without a fixed dollar cap. We will seek veterinary advice, act reasonably for the dog’s welfare and explain what has happened as soon as possible.

This authority is for necessary urgent care when waiting for contact would risk your dog’s welfare. It is not blanket consent for unrelated or non-urgent treatment. Provide your usual vet’s details and any relevant care instructions before attendance.

You are responsible for reasonable veterinary costs incurred for your dog under this authority, except to the extent Waggle Room is legally responsible for those costs. We will provide available supporting information and explain any costs passed on. Nothing in this clause removes your consumer rights or excuses a failure by us to use reasonable care and skill.

6. Bookings, credits and regular days

Approved customers can buy credits and choose dates immediately or later. A booking is confirmed only when the system confirms a place and allocates the matching credit. Each dog needs one credit for each confirmed visit. Credits can be shared between approved dogs in the same household.

Full-day and half-day credits are separate. One credit covers one visit for one dog, for the matching care length. A half day is up to five consecutive hours; a full day is more than five hours. All visits must be within opening hours. Dates can be booked up to one calendar month ahead, subject to available space and each dog’s eligibility. Buying credits does not guarantee particular dates.

If actual care exceeds five hours, a half-day visit is charged at the corresponding full-day rate. If you used a half-day credit and have an available full-day credit valid for the visit, we use the full-day credit and return your half-day credit. Otherwise, the half-day payment or credit remains used and the difference is payable by EFTPOS: $18 at the casual rate, $19 for a credit from a five-credit purchase or $15 for a credit from a ten-credit purchase at our current prices. The adjustment appears in your account. We do not automatically charge a saved card. Any late-collection fee is separate.

Optional regular bookings confirm eligible, funded dates within the rolling booking window. Only confirmed dates use credits. Buying more credits can allow your saved regular plan to confirm further eligible dates automatically; review your plan before buying. There is no automatic recurring card charge. Unfunded or waitlisted dates are not booked.

Our planned service sends regular-booking reminders by email two days before the visit. Keep your details up to date and check My bookings even if a reminder does not arrive. When space opens, all relevant waitlisted customers are notified; a notification does not reserve the space.

7. Prices and payment

If payment cannot be made as agreed, speak to us so we can discuss the balance and an appropriate arrangement. We will not withhold your dog because of an unpaid balance. There is no authority in these terms to make an unexpected card charge.

Future price changes will be disclosed before purchase and do not retrospectively change the value or number of credits already bought.

• Full day: $55 casual; $260 for five credits ($52 each); $480 for ten credits ($48 each).
• Half day: $37 casual; $165 for five credits ($33 each); $330 for ten credits ($33 each).
• Prices are in NZD, including GST. The price and conditions shown before purchase apply to that purchase.
• Ordinary online bookings use prepaid credits. We may accept an approved walk-in only after checking space and agreeing payment at pickup. No unapproved dog is admitted as an ordinary walk-in.

8. Credit expiry and extensions

Paid daycare credits are valid for three calendar years from purchase. Credits bought on 29 February expire on 1 March in the expiry year when it is not a leap year. You can use your credits for eligible visits on or before the recorded expiry date, subject to approval and availability.

The three-year validity period is shown before purchase, and your credit purchase record shows its expiry date after payment. Any applicable closure extensions are added to that date.

Each unexpected closure on a normal opening day adds one calendar day to the expiry of each qualifying credit purchase. A purchase qualifies if it is valid that day and has unused credits or credits allocated to visits on that date or later, whether or not you booked the closed date. Planned holidays do not add time. Purchases made after the closed date, expired purchases and fully used purchases do not qualify. The extension changes the expiry date, not the number of credits.

For a future unexpected closure, the system checks eligibility on the actual closure date. Each credit purchase receives at most one extension per closed date. If a date reopens, an extension already applied is retained. Other extensions, including illness-related requests, need individual review.

9. Cancellations, refunds and service interruptions

For an ordinary cancellation made at least 24 hours before the booked start time, choose return of the matching credit or a refund of the amount actually paid for that credit. For example, a credit from a purchase of ten full-day credits for $480 has a paid value of $48. A returned credit keeps its original lawful expiry, subject to any applicable extension.

Cancellations within 24 hours and missed visits are reviewed individually by Waggle Room, including emergencies and illness. A request does not itself confirm a refund or release the booking; we tell you the outcome. There is no automatic late-cancellation penalty.

If we cancel a confirmed visit before care begins, the matching credit is returned automatically, without a customer cancellation penalty, and we notify you by email. You can request a refund of its actual paid value instead through My bookings. This reserves an unused matching credit so it cannot also be spent. If the returned credit has already been used or allocated elsewhere, contact Waggle Room for individual review; this does not remove any statutory rights. A cancelled free trial or unpaid visit does not create a cash refund.

If care has already begun, we arrange collection and record the actual handover separately. We review the care provided and the appropriate credit, refund or other adjustment with you, including any statutory rights. Reopening a date does not reinstate cancelled bookings; please book again if you still need care.

If your dog cannot continue daycare, contact us about unused credits. We review the circumstances and any rights to a refund; this is not a blanket no-refund policy.

10. Arrival, collection and late pickup

Dogs arrive and leave on a lead. Use the secure entrance one household at a time and let us manage access to play areas. We record arrival and collection. Only an authorised person may collect; we may check identity if the person is unfamiliar.

Collect by the agreed time and no later than 6:30 pm. Contact us promptly if delayed. A ten-minute closing grace period ends at 6:40 pm. Collection after 6:40 pm incurs a $20 including GST late-collection fee per household, per occasion. We may waive it after individual review of an emergency. This is recorded separately and is not automatically charged to a card or deducted from your credits.

If a dog remains uncollected at 6:40 pm and neither you nor your emergency contact can be reached, you authorise Waggle Room to arrange secure transport to our designated private home for separate, supervised emergency care. We remain responsible for arranging that care. We will leave or send a notification explaining the transfer and where to collect your dog, and continue contact attempts to arrange collection.

This is an emergency arrangement, not routine overnight boarding. There is no separate emergency transfer fee. We will not leave the dog unattended or release it to an unauthorised person.

11. Transport and home access, when agreed

Regular pickup/drop-off is only available by prior agreement, initially for Mount Roskill and Hillsborough, subject to route, staffing and vehicle arrangements. It is not automatically included with every booking. Any fee, timing and handover arrangements must be agreed before travel.

Dogs travel with suitable individual crates or harness restraints. Tell us about travel-related health or behaviour needs. Collection from your home using a key or code requires specific prior permission and access instructions; we restrict those access details to the people specifically authorised by Waggle Room to hold or use them for the agreed collection.

If collection cannot be completed, we will phone you. If the problem cannot be resolved safely, we may continue the route and review the missed collection individually. We will contact you about a breakdown or other delay and prioritise supervised, safe care.

12. Our care responsibilities and your rights

Group play can involve unpredictable behaviour, accidental injury or exposure to illness. We discuss suitability, supervise care and take reasonable precautions. Acknowledging these risks does not release Waggle Room from responsibility for failing to provide reasonable care and skill.

Nothing in these terms excludes or limits rights or remedies that cannot lawfully be excluded, including under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Any responsibility for loss or damage is considered on the facts and under applicable law; there is no blanket waiver of our negligence or automatic obligation for an owner to pay every incident cost.

We are responsible for arranging appropriate business cover. Your own pet insurance, if any, does not replace our responsibilities.

13. Questions, complaints and updates

Raise care concerns or complaints with Waggle Room at info@waggleroom.co.nz. We can assist with accounts, administration and privacy matters. Tell us what happened, the relevant visit and the outcome you are seeking so we can investigate and respond.

You can seek independent advice or use available complaint and dispute-resolution processes, including the Disputes Tribunal where appropriate. These terms are governed by New Zealand law and do not restrict statutory remedies.

We will give reasonable notice of material changes, make the revised terms available and obtain fresh agreement where needed before applying new care arrangements. Any changes to these terms won’t take away rights you already have or change the credits you’ve already bought. The system records the version and date accepted; optional public-photo permission is separate. Our Privacy Policy explains how information is handled.