Terms of Service

1. Introduction and Acceptance

(a) These Terms of Service (Terms) govern your access to and use of the Lapdog platform, including the website at www.lapdogpets.com.au and any associated mobile application (Platform), operated by Lapdog Pty Ltd (ABN 45 695 680 294) (Lapdog, we, us, our).

(b) By creating an account, accessing the Platform, or making or accepting a Booking, you agree to be bound by these Terms. If you do not agree, you must not access or use the Platform.

(c) These Terms apply to all users of the Platform, including Pet Owners, Providers, and Clinics. Where provisions apply differently to each user group, this is clearly indicated. Providers are also subject to the Provider Agreement, which is a separate binding agreement supplementary to these Terms. In the event of any inconsistency between these Terms and the Provider Agreement in relation to a matter specifically concerning a Provider’s relationship with Lapdog, the Provider Agreement prevails to the extent of the inconsistency. Clinics are also subject to the clinic-specific obligations set out in clause 12.

2. Definitions and Interpretation

2.1 Definitions

In these Terms, unless the context otherwise requires:

Booking means a confirmed arrangement for the provision of Pet Care Services by a Provider to a Pet Owner, facilitated through the Platform.

Booking Fee means the fee charged by Lapdog to a Pet Owner at the time of Booking, currently 5% of the Pet Service Fee, as may be varied by Lapdog in accordance with clause 7.4.

Clinic means a veterinary practice or clinic that has registered a Clinic account on the Platform and uses the Shift Board to advertise Shifts.

Engagement means any work arrangement, agreement, or engagement entered into between a Clinic and a Provider, whether formed through or introduced by the Shift Board.

GST means goods and services tax as defined in the GST Act.

GST Act means the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

Intellectual Property Rights means all present and future intellectual property rights, including copyright, trade marks, patents, designs, and confidential information, whether registrable or not, anywhere in the world.

Loss means any loss, liability, cost, charge, expense, damage, fine, or penalty of any kind, including legal costs on a solicitor-client basis.

Permitted Services means the pet care services set out in Schedule 1, as updated by Lapdog from time to time on reasonable notice.

Pet means an animal owned by a Pet Owner that is the subject of a Booking.

Pet Care Services means the Permitted Services provided by a Provider to a Pet Owner pursuant to a Booking.

Pet Health Timeline means the chronological record of a Pet’s health events, conditions, medications, reminders, and care notes maintained on the Platform for each Pet profile.

Pet Owner means a person who registers on the Platform to request Pet Care Services for their Pet.

Pet Passport means a time-limited, read-only shareable link generated by a Pet Owner through the Platform, granting access to the Pet’s Health Timeline to any person who has the link URL.

Pet Service Fee means the fee set by a Provider for Pet Care Services in respect of a Booking, as displayed on the Platform at the time the Booking is made.

Platform means the Lapdog website at www.lapdogpets.com.au, any associated mobile application, and all related services operated by Lapdog.

Service Fee means the fee charged by Lapdog to a Provider upon completion of a Booking, currently 25% of the Pet Service Fee, as may be varied by Lapdog in accordance with clause 7.3.

Shift means a period of work advertised by a Clinic on the Shift Board, including all details such as location, date, times, rate of pay, and role requirements.

Shift Board means the Lapdog feature that enables Clinics to advertise available Shifts and Providers to browse and apply for those Shifts.

Provider means a person registered on the Platform to offer Pet Care Services who holds a Certificate IV in Veterinary Nursing or equivalent qualification as required under the Provider Agreement.

Stripe means Stripe Payments Australia Pty Ltd (AFSL No. 504672), the payment services provider through which all payments on the Platform are processed.

Telehealth Consultation means a video consultation conducted through the Platform between a Provider and a Pet Owner for the purpose of observing a Pet, providing general pet care guidance, and offering support in relation to the Pet’s care needs. A Telehealth Consultation is not a veterinary consultation and does not involve veterinary diagnosis, prescription, or clinical assessment.

User means a Pet Owner or a Provider, as the context requires.

2.2 Interpretation

In these Terms, unless the context otherwise requires:

(a) a reference to a person includes a body corporate, partnership, and any other legal entity;

(b) the singular includes the plural and vice versa;

(c) headings are for convenience only and do not affect interpretation; and

(d) a reference to legislation includes any amendment, re-enactment, or replacement of that legislation.

3. Nature of the Platform

3.1 Lapdog is a marketplace and introduction service

Lapdog provides a technology platform that enables Pet Owners and Providers to connect, communicate, and arrange Pet Care Services. Lapdog is not a party to any agreement between a Pet Owner and a Provider for the provision of Pet Care Services. Lapdog is not a pet care provider and does not employ Providers.

3.2 Providers are independent contractors

All Providers registered on the Platform are independent contractors who operate their own businesses. They set their own prices, manage their own availability, supply their own equipment, and determine how they perform Pet Care Services within the scope of the Permitted Services. Lapdog does not direct, supervise, or control the manner in which Providers perform Pet Care Services.

3.3 No veterinary services

Nothing on the Platform constitutes veterinary advice. No Provider is authorised to perform veterinary procedures (including drawing blood, administering injections other than routine oral or injectable medications prescribed by a veterinarian for the Pet (including insulin and other maintenance medications), suturing, or any surgical or diagnostic procedure) through the Platform. Permitted Services are limited to basic pet care as set out in Schedule 1.

3.4 Emergency veterinary treatment

Where a Provider reasonably believes that a Pet requires urgent veterinary attention during a Booking, the Provider must notify the Pet Owner immediately and, where the Pet Owner cannot be contacted and delay would risk the Pet’s health or life, take the Pet to the nearest available veterinary clinic.

(a) At the time of each Booking, Pet Owners are asked to confirm whether they consent to emergency veterinary treatment being sought on their behalf and, if so, to nominate a maximum spend amount (Emergency Spend Limit). The Pet Owner’s response is recorded on the Booking. Where a Pet Owner has provided consent and an Emergency Spend Limit, the Provider may authorise treatment up to that limit without further approval.

(b) Emergency veterinary costs are the responsibility of the Pet Owner. Where Lapdog elects, entirely at its own discretion, to facilitate or advance emergency veterinary costs on behalf of a Pet Owner, it does so on a voluntary and non-binding basis only. No such election by Lapdog creates any obligation on Lapdog to act in the same way in future, and the Pet Owner’s responsibility for all emergency veterinary costs is not affected.

(c) Where emergency veterinary treatment is required as a result of the Provider’s negligence or failure to comply with these Terms or the Provider Agreement, Lapdog reserves the right to seek recovery of any advanced costs from the Provider, without prejudice to any other rights Lapdog or the Pet Owner may have. Providers are encouraged to ensure their public liability insurance covers such circumstances.

(d) Nothing in this clause obliges Lapdog to advance veterinary costs in any circumstance. Lapdog does not guarantee the outcome of any emergency treatment and is not liable for the acts or omissions of any veterinary clinic.

3.5 No guarantee of availability

Lapdog does not guarantee that any Provider will be available to accept a Booking at any particular time, or that any particular Provider will accept a Booking request.

3.6 Quality assurance

Lapdog maintains the quality of the marketplace through its onboarding verification processes (including qualification verification and police checks) and its user review and rating system. Quality assurance is maintained through these mechanisms, not through supervision or performance management of individual Providers during Bookings.

3.7 Telehealth consultations

(a) The Platform offers Telehealth Consultations as a Permitted Service. Telehealth Consultations enable a Provider to observe a Pet via video, discuss care concerns with the Pet Owner, and provide general pet care guidance based on the Provider’s qualifications and experience.

(b) A Telehealth Consultation is not a veterinary consultation. The Provider cannot physically examine the Pet during a Telehealth Consultation, and all guidance is limited to what can reasonably be observed and communicated via video. The accuracy and completeness of any guidance provided during a Telehealth Consultation depends entirely on the information and visual access provided by the Pet Owner.

(c) A Telehealth Consultation does not establish a veterinary-client-patient relationship. No Provider is authorised to diagnose a medical condition, prescribe medication, recommend changes to a veterinary treatment plan, or provide any clinical assessment during a Telehealth Consultation. Where the Provider forms the view during a Telehealth Consultation that the Pet may require veterinary attention, the Provider must advise the Pet Owner to seek in-person veterinary care and must not attempt a remote clinical assessment.

(d) Lapdog does not guarantee the availability, quality, or continuity of the video technology used for Telehealth Consultations. Telehealth Consultations are conducted using a third-party video service (Twilio). Lapdog is not responsible for interruptions, delays, or failures in the video connection caused by the Pet Owner’s or Provider’s internet connection, hardware, or software, or by outages or faults in the third-party video service.

(e) Pet Owners are responsible for ensuring they have a stable internet connection, a device with a functioning camera and microphone, and adequate lighting to enable the Provider to observe the Pet during the Telehealth Consultation.

4. Accounts and Eligibility

4.1 Eligibility

You must be at least 18 years old and have legal capacity to enter into contracts in Australia to create an account on the Platform. By registering, you represent and warrant that you meet these requirements.

4.2 Registration

To access most features of the Platform, you must create an account. You must provide accurate, complete, and current information during registration and keep your account information up to date.

4.3 Account security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify Lapdog immediately at [email protected] if you become aware of any unauthorised access to or use of your account.

4.4 One account

You may not create more than one account without Lapdog’s prior written consent. You must not allow any other person to use your account.

4.5 Pet Owner accounts

Pet Owners may add one or more Pet profiles to their account. Pet profiles must be accurate and complete, including information about the Pet’s medical conditions, medications, behavioural characteristics, and any other information a Provider would reasonably need to safely care for the Pet. Pet Owners acknowledge that failure to disclose relevant information about their Pet may affect the safety of the Pet and the quality of Pet Care Services, and Lapdog accepts no liability for any Loss arising from inaccurate or incomplete Pet profiles.

4.6 Provider accounts

Providers must additionally comply with the eligibility and verification requirements set out in the Provider Agreement.

4.7 Clinic accounts

Clinics must hold all licences and registrations required to operate a veterinary practice in their state or territory, including under the Veterinary Practice Act 1997 (Vic) or equivalent legislation. Clinics must provide accurate and complete information during registration, including the business name, ABN, location(s), and contact details. Clinics are also subject to the obligations set out in clause 12.

5. Bookings

5.1 Making a Booking

Pet Owners may request a Booking by selecting a Permitted Service and optionally pre-selecting a Provider through the Platform. A Booking is only confirmed once a Provider has accepted the request through the Platform and the Pet Owner has been notified of acceptance.

5.2 Pre-Booking quiz

Before confirming each Booking, Pet Owners must complete the pre-Booking quiz to confirm their Pet’s current information (including medical status, medications, and relevant behavioural notes). The pre-Booking quiz also includes the Pet Owner’s consent election for photo updates under clause 11. For Telehealth Consultation Bookings, the pre-Booking quiz includes a clinical intake component collecting the reason for the consultation, the Pet’s symptoms, onset of symptoms, prior veterinary history, current medications, and desired outcomes. Failure to complete the pre-Booking quiz will prevent confirmation of the Booking.

5.3 Meet and greet

Prior to the commencement of a Booking, it is strongly recommended that the Pet Owner and Provider arrange a meet and greet. The meet and greet is managed directly between the Pet Owner and Provider and is not facilitated or supervised by Lapdog.

5.4 Provider’s right to decline

Providers may decline any Booking request at their discretion, without penalty and without being required to provide a reason.

5.5 Additional services

Any additional services agreed between a Pet Owner and Provider in the course of a Booking must fall within the Permitted Services and must be recorded on the Platform where possible. Additional services are subject to these Terms and the Provider’s applicable pricing.

5.6 Completing a Booking

A Booking is completed when the Provider marks it as complete on the Platform. If the Provider does not confirm completion within 24 hours of the scheduled end of the Booking, the Booking will be deemed completed.

5.7 No off-platform arrangements

Pet Owners and Providers must not arrange Pet Care Services outside the Platform for any Pet Owner-Provider introduction that was first made through the Platform, except as permitted under the Provider Agreement. Any attempt to circumvent the Platform to avoid Platform fees may result in account suspension and may attract the off-platform introduction fee under clause 5.8.

5.8 Introduction fee

Where a Pet Owner and Provider who were introduced through the Platform arrange Pet Care Services outside the Platform within 24 months of their Platform introduction, Lapdog may invoice either or both parties an off-platform introduction fee equal to 20% of the estimated annual value of the off-platform arrangement (or $500, whichever is greater). Lapdog acknowledges that enforceability of this clause depends on the particular facts and circumstances; its primary purpose is to protect the integrity of the marketplace. Lapdog will act reasonably in assessing and applying this clause.

6. Cancellations and Refunds

6.1 Cancellation by Pet Owner

A Pet Owner may cancel a confirmed Booking through the Platform at any time before the Booking commences. The refund entitlement is as follows:

(a) Cancellation more than 72 hours before commencement: full refund of the Pet Service Fee. The Booking Fee is non-refundable.

(b) Cancellation between 24 and 72 hours before commencement: 50% refund of the Pet Service Fee. The Booking Fee is non-refundable.

(c) Cancellation less than 24 hours before commencement: no refund of the Pet Service Fee or the Booking Fee.

6.2 Booking Fee disclosure

The non-refundable nature of the Booking Fee in all cancellation scenarios is disclosed to the Pet Owner before the Booking is confirmed, and forms part of the pricing disclosed at that time.

6.3 Cancellation during a Booking

If a Booking must be cancelled after it has commenced, the Pet Owner and Provider should negotiate a fair adjustment to the Pet Service Fee directly. Lapdog has no obligation to intervene in such negotiations but may assist at its discretion.

6.4 Cancellation by Provider

A Provider may cancel a confirmed Booking in exceptional circumstances. Where a Provider does so, the Pet Owner will receive a full refund of the Pet Service Fee and the Booking Fee. Repeated cancellations by a Provider may result in account suspension.

6.5 Cancellation due to safety concerns

Either party may cancel a Booking without penalty where they have genuine, reasonable safety concerns. Specifically:

(a) Pet Owners may cancel without penalty where the Provider is unable or unwilling to care for the Pet as agreed.

(b) Providers may cancel without penalty where the Pet’s actual condition, behaviour, or care requirements differ materially from what was disclosed in the Pet profile or the pre-Booking quiz.

(c) Where a cancellation is made under clause 6.5(a), a full refund of the Pet Service Fee and the Booking Fee will be provided. Where a cancellation is made under clause 6.5(b), a full refund of the Pet Service Fee will be provided. The Booking Fee is non-refundable in cancellations under clause 6.5(b), as the circumstances giving rise to the cancellation are attributable to the Pet Owner’s failure to accurately disclose the Pet’s condition.

6.6 Refund processing

All refunds are processed through Stripe and returned to the original payment method. Refunds may take up to 10 business days to appear in the Pet Owner’s account. Lapdog has no control over delays in refund processing once a refund has been initiated.

6.7 Consumer guarantees

Nothing in this clause 6 limits or excludes any rights that a consumer may have under the Australian Consumer Law.

6.8 Telehealth cancellations and no-shows

The cancellation entitlements in clause 6.1 apply to Telehealth Consultation Bookings, subject to the following:

(a) Where a Pet Owner does not join a scheduled Telehealth Consultation within 10 minutes of the scheduled start time, the Provider may mark the Booking as a no-show. A no-show by the Pet Owner is treated as a cancellation less than 24 hours before commencement under clause 6.1(c), and no refund of the Pet Service Fee or Booking Fee is payable.

(b) Where a Provider does not join a scheduled Telehealth Consultation within 10 minutes of the scheduled start time, the Pet Owner is entitled to a full refund of the Pet Service Fee and the Booking Fee.

(c) Where a Telehealth Consultation cannot be completed due to a sustained technology failure (including loss of video or audio connection that cannot be re-established within a reasonable time), the Pet Owner and Provider should attempt to reschedule. If rescheduling is not possible, the Pet Owner is entitled to a full refund of the Pet Service Fee. The Booking Fee is non-refundable unless the technology failure is attributable to the Platform.

7. Payments and Payment Processing

7.1 Payment provider

All payments on the Platform are processed by Stripe. By using the Platform’s payment functionality, you agree to Stripe’s terms of service and connected account agreement. Lapdog is not a payment services provider and does not hold, control, or remit user funds.

7.2 Stripe Connect Direct Charges

The Platform uses the Stripe Connect Direct Charges model. When a Pet Owner makes a payment for a Booking, the charge is processed directly on the Provider’s connected Stripe account. Lapdog collects the Booking Fee as a Stripe application fee at the time the charge is processed. At no point does Lapdog hold, custody, or remit user funds in its own account.

Provider-specific payment terms, including Provider onboarding with Stripe, the withholding period, the Service Fee, and Provider pricing, are set out in the Provider Agreement, separate to these Terms.

7.3 Service Fee

Upon completion of a Booking, Lapdog will invoice the Provider for a Service Fee equal to 25% of the Pet Service Fee (inclusive of GST where applicable). The Pet Service Fee is paid directly to the Provider’s Stripe Connected Account by Stripe at the time of booking payment, and Lapdog invoices the Service Fee separately after payment has been made to the Provider.

7.4 Booking Fee

The Booking Fee is charged to the Pet Owner at the time the Booking is made and is collected by Lapdog on its own behalf.

7.5 Fee changes

Lapdog may change the Service Fee or Booking Fee percentage on not less than 30 days’ written notice to affected users. Any change applies only to Bookings confirmed after the effective date of the change. If a user does not accept a fee change, they may close their account before the effective date.

7.6 GST

Where a supply under these Terms is subject to GST:

(a) the recipient must pay the applicable GST in addition to the consideration for the supply (unless the consideration is stated to be GST-inclusive);

(b) each party must provide the other with a valid tax invoice for any taxable supply; and

(c) the Provider authorises Lapdog to issue tax invoices on the Provider’s behalf to Pet Owners for the Pet Service Fee portion of the consolidated invoice, pursuant to the agent provisions of section 153-50 of the GST Act.

7.7 Invoicing

Each confirmed Booking will generate a consolidated invoice or receipt provided to the Pet Owner, which will identify:

(a) the Pet Service Fee as a supply by the Provider, including the Provider’s name and ABN; and

(b) the Booking Fee as a supply by Lapdog, including Lapdog’s ABN.

The invoice will state that Lapdog issues the Provider’s portion as agent under section 153-50 of the GST Act.

7.8 Tax obligations

Each party is responsible for its own tax obligations in connection with payments received or made through the Platform. Lapdog makes no representation about the tax treatment of any amounts paid or received and recommends that users obtain independent tax advice.

7.9 Currency

All amounts are in Australian dollars unless otherwise stated.

8. Provider Obligations (Summary)

8.1 This clause 8 sets out a summary of the key obligations of Providers under these Terms. Providers are also subject to the more detailed obligations set out in the Provider Agreement, which prevails to the extent of any inconsistency with this clause.

8.2 Qualification

Providers must hold and maintain a valid Certificate IV in Veterinary Nursing or an equivalent qualification acceptable to Lapdog, and must notify Lapdog immediately if their qualification is suspended, revoked, or expires.

8.3 Permitted Services only

Providers must only offer and provide services that fall within the Permitted Services in Schedule 1 and must not perform any service that constitutes a veterinary procedure or requires a veterinary licence.

8.4 Equipment

Providers must supply their own equipment, tools, and materials necessary to perform the Pet Care Services they offer. Lapdog does not provide equipment to Providers.

8.5 Insurance

Providers must hold and maintain their own public liability insurance in an amount appropriate for the Pet Care Services they perform, and must provide a current certificate of currency to Lapdog at registration and upon renewal.

8.6 Police check

Providers must upload a current National Police Check to the Platform at onboarding and provide an updated check upon Lapdog’s request. Lapdog reserves the right to refuse or revoke registration based on the contents of a police check.

8.7 Conduct

Providers must treat Pet Owners and their Pets with care and respect, comply with all applicable laws and professional standards, and act in a manner consistent with Lapdog’s community standards at all times.

8.8 Notification of issues

Providers must promptly notify the Pet Owner and Lapdog in the event of:

(a) a medical emergency involving a Pet;

(b) any injury to the Provider, the Pet, or a third party in connection with a Booking;

(c) any damage to the Pet Owner’s property; or

(d) any circumstances that prevent or may prevent the Provider from completing the Booking.

9. Pet Owner Obligations

9.1 Accurate Pet information

Pet Owners must ensure that their Pet profile and pre-Booking quiz responses are accurate, complete, and current at the time of each Booking, including all known medical conditions, medications, behavioural traits, allergies, and special requirements.

9.2 Disclosure of risks

Pet Owners must disclose any history of aggression, anxiety, or behaviour that may pose a risk to the Provider, other animals, or third parties. Failure to disclose known risks that result in injury or damage may make the Pet Owner liable for any resulting Loss.

9.3 Emergency contacts

Pet Owners must provide accurate emergency contact details and the contact details of the Pet’s regular veterinarian, kept up to date at all times.

9.4 Home access

Where a Booking involves access to the Pet Owner’s home, the Pet Owner must ensure adequate access is provided to the Provider and that the home environment is reasonably safe for the Provider to perform the services.

9.5 Payment obligation

Pet Owners are responsible for ensuring their payment method is valid and has sufficient funds at the time a Booking is made.

10. Conduct and Community Standards

10.1 General standards

All users must conduct themselves with respect and courtesy when using the Platform, including in all communications with other users and with Lapdog staff.

10.2 Prohibited conduct

Users must not:

(a) use the Platform for any unlawful purpose or in any way that violates applicable laws or regulations;

(b) provide false or misleading information in their account, Pet profile, or Booking requests;

(c) engage in discriminatory, harassing, abusive, or threatening conduct toward any other user or Lapdog staff;

(d) use the Platform to facilitate the provision of veterinary services or any service not included in the Permitted Services;

(e) attempt to circumvent the Platform to arrange off-platform transactions in breach of clause 5.7;

(f) solicit or offer services that are illegal, unsafe, or contrary to animal welfare legislation;

(g) create or use a false identity or impersonate another person;

(h) post false, defamatory, or misleading reviews;

(i) scrape, copy, or reproduce Platform content without Lapdog’s prior written consent; or

(j) interfere with or disrupt the operation of the Platform or its underlying technology.

10.3 Reviews

Reviews must be honest and relate to the reviewer’s actual experience. Lapdog reserves the right to remove reviews that are false, defamatory, or otherwise in breach of these Terms.

10.4 Reporting

Users should report any conduct that they believe breaches these Terms or constitutes a safety concern to Lapdog at [email protected].

11. Photo Updates and In-Home Photography

11.1 Optional feature

The Platform includes an optional feature allowing Providers to upload photo updates during a Booking, which may be shared with the Pet Owner. Use of this feature is entirely voluntary and Lapdog does not mandate that Providers provide photo updates or prompt Providers to use this feature during a Booking.

11.2 Pet Owner consent

Pet Owners are asked to consent to photographs being taken inside their home as part of the pre-Booking quiz completed before each Booking. If a Pet Owner does not consent, the Provider must not use the photo update feature for that Booking.

11.3 Scope of photography

Photos must depict only the Pet and the Pet’s immediate care environment. Providers must not photograph personal effects, valuables, confidential documents, other persons, or general interior areas of the home not directly relevant to the Pet’s care.

11.4 Provider deletion obligation

Providers are required under the Provider Agreement to delete all photos taken in connection with a Booking from their personal device and any associated cloud backup or sync services within 7 days of completion of the Booking, or at the time the photo is uploaded to the Platform, whichever is earlier.

11.5 Platform retention

Lapdog retains uploaded photos for 7 days following completion of the Booking, after which they are deleted from the Platform. Photos are not shared with any third party other than the Pet Owner who consented to their capture.

11.6 Consent revocation

Photo consent is an opt-in setting on each individual Booking and is unchecked by default. Consent given on one Booking does not carry over to any other Booking. A Provider must not use the photo update feature for a Booking unless the Pet Owner has opted in for that specific Booking.

12. Shift Board

12.1 About the Shift Board

The Platform includes a Shift Board feature that enables Clinics to advertise available Shifts and Providers to browse and apply for those Shifts. This clause 12 sets out terms specific to the Shift Board. All other provisions of these Terms apply to the use of the Shift Board unless this clause 12 states otherwise.

12.2 Shift Board is a marketplace

(a) Lapdog operates the Shift Board as an online marketplace and communication platform. Lapdog is not a labour hire provider, recruitment agency, or employment agency within the meaning of any applicable legislation, including the Labour Hire Licensing Act 2018 (Vic).

(b) Lapdog does not supply, employ, engage, recruit, select, screen, or place Providers on behalf of Clinics. All decisions regarding the engagement of a Provider — including selection, terms of engagement, supervision, direction, and payment — are made solely by the Clinic.

(c) Lapdog does not:

(i) engage professionals on behalf of Clinics;

(ii) supervise, direct, or control work performed during any Shift;

(iii) negotiate rates, terms, or conditions of work between Clinics and Providers;

(iv) set or enforce pay rates; or

(v) process payroll on behalf of Clinics or Providers.

(d) Any Engagement between a Clinic and a Provider formed through or introduced by the Shift Board is a direct arrangement between those parties. Lapdog is not a party to any such Engagement and accepts no liability for the performance, conduct, or terms of any Engagement. Nothing in these Terms should be taken to characterise the relationship between a Provider and a Clinic — that determination is a matter between those parties and the applicable law.

12.3 Clinic obligations

(a) When posting a Shift, Clinics must provide accurate and truthful information, including:

(i) location (including specific premises if the Clinic operates multiple locations);

(ii) date and times;

(iii) rate of pay or fee;

(iv) role type and any specific qualifications or registrations required; and

(v) any other material information relevant to the Shift.

(b) Clinics must not post Shifts that contain requirements that unlawfully discriminate on the basis of any attribute protected under the Equal Opportunity Act 2010 (Vic), the Age Discrimination Act 2004 (Cth), the Disability Discrimination Act 1992 (Cth), the Racial Discrimination Act 1975 (Cth), the Sex Discrimination Act 1984 (Cth), or equivalent legislation in other jurisdictions.

(c) Clinics must provide a safe working environment for all Providers engaged through the Shift Board, in accordance with the Occupational Health and Safety Act 2004 (Vic) and equivalent workplace health and safety legislation in other jurisdictions. As the person conducting a business or undertaking (PCBU), the Clinic owes duties to all workers at its premises, not only employees.

(d) Clinics are solely responsible for:

(i) workplace health and safety compliance;

(ii) induction, supervision, and support of Providers working at their premises;

(iii) WorkCover and workers’ compensation obligations, as applicable;

(iv) payment of wages, fees, or other remuneration to Providers;

(v) tax, superannuation, and insurance obligations arising from the Engagement; and

(vi) determining the correct classification of their relationship with each Provider under applicable law, including the Fair Work Act 2009 (Cth) and the “real substance, practical reality and true nature” test under s.15AA, and ensuring that any Engagement does not constitute sham contracting under Part 3-1, Division 6 of that Act.

(e) Clinics must not use the Shift Board to engage Providers in a manner that would constitute providing labour hire services within the meaning of the Labour Hire Licensing Act 2018 (Vic), unless the Clinic holds a valid labour hire licence.

(f) Clinics must not attempt to circumvent the Platform for Engagements introduced via the Shift Board.

12.4 Provider obligations on the Shift Board

(a) Providers using the Shift Board must hold current and valid professional registration with the relevant veterinary practitioners board in their state or territory (where applicable to their provider type) and must not use the Shift Board if their registration is suspended, cancelled, or subject to conditions that would prevent them from performing the work.

(b) Providers must not apply for Shifts for which they do not hold the required qualifications, registrations, or provider type.

(c) Providers acknowledge that accepting a Shift creates obligations directly with the Clinic, not with Lapdog, and that failure to attend or perform an accepted Shift may result in suspension or removal from the Shift Board.

(d) The Provider obligations set out in clause 8 of these Terms and the Provider Agreement apply to Providers’ use of the Shift Board to the extent relevant. Where obligations specific to the Shift Board in this clause 12 are inconsistent with general Provider obligations, this clause 12 prevails in respect of Shift Board matters.

12.5 Vetting and approval

(a) Lapdog undertakes a vetting process for both Clinics and Providers prior to approving access to the Shift Board. Vetting is discretionary, does not constitute accreditation or endorsement, and does not guarantee suitability, performance, or conduct.

(b) Lapdog does not verify or guarantee ongoing compliance with professional registration, insurance, or other requirements beyond information provided during onboarding, although Lapdog may periodically request updated information from users.

(c) Lapdog reserves the right to approve, suspend, or decline any application for access to the Shift Board at its discretion.

12.6 No guarantee of Shifts or work

Lapdog does not guarantee that Shifts will be available at any given time or location, that posted Shifts will be filled, that Clinics will receive applications, or that Providers will obtain work or ongoing Engagements. Nothing on the Platform constitutes an offer of employment, a guarantee of work, or an assurance of income.

12.7 Shift Board fees

(a) Lapdog may charge fees for use of the Shift Board. Any applicable fees will be set out in a fee schedule published on the Platform, which may be updated from time to time on reasonable notice. All fees are stated exclusive of GST unless otherwise indicated.

(b) Payment for Shifts is a matter between the Clinic and the Provider. Lapdog does not process, hold, or guarantee any payment between Clinics and Providers for Shift Engagements unless expressly stated otherwise on the Platform.

12.8 Shift Board information sharing

(a) By using the Shift Board, Providers consent to the disclosure of their profile information (including name, qualifications, provider type, and relevant work history on the Platform) to Clinics for the purpose of evaluating Shift applications.

(b) Clinics must handle any Provider personal information received through the Shift Board in accordance with the Privacy Act 1988 (Cth) and the Privacy Policy, and must not use such information for any purpose other than evaluating and managing Shift Engagements.

(c) Clinics must not share Provider personal information received through the Shift Board with third parties without the Provider’s express consent.

12.9 Shift Board liability

In addition to the limitations set out in clause 14, Lapdog is not liable for any Loss arising from or in connection with:

(a) the conduct, performance, or non-performance of any Clinic or Provider in connection with a Shift or Engagement;

(b) the terms of any Engagement between a Clinic and a Provider;

(c) workplace incidents, injuries, or claims occurring during or in connection with a Shift; or

(d) disputes between Clinics and Providers regarding payment, conditions, or performance of a Shift.

13. Pet Health Timeline and Pet Passport

13.1 Pet Health Timeline

(a) The Platform maintains a Pet Health Timeline for each Pet profile, providing a chronological record of the Pet’s health events, conditions, medications, reminders, and care notes.

(b) The Pet Health Timeline is populated from the following sources:

(i) entries manually created by the Pet Owner (including health events, reminders, and observations);

(ii) entries automatically generated from pre-Booking quiz responses;

(iii) entries automatically generated when conditions or medications are added to or removed from the Pet’s profile; and

(iv) booking notes recorded by Providers during or after a Booking.

(c) The Pet Owner is responsible for the accuracy and completeness of manually created entries. Automatically generated entries are derived from information already provided to or recorded on the Platform and reflect the state of that information at the time of generation.

13.2 Pet Passport sharing

(a) The Platform includes a Pet Passport feature that enables a Pet Owner to generate a time-limited, read-only shareable link granting access to their Pet’s Health Timeline. Third parties who receive a Pet Passport link can view the shared data without requiring a Lapdog account.

(b) Pet Passport sharing is entirely user-initiated and consent-based. No Pet Health Timeline data is shared with any third party unless the Pet Owner explicitly creates and distributes a Pet Passport link.

(c) Before creating a Pet Passport link, the Platform presents a confirmation screen summarising the data that will be shared (including event count, reminder count, and medication count) and the chosen sharing settings. The Pet Owner should review this summary before confirming.

(d) No third-party accounts, login, or tracking are involved in the shared view.

13.3 Pet Owner responsibilities

(a) The Pet Owner is solely responsible for deciding who receives a Pet Passport link and should only share links with trusted individuals (such as veterinarians, groomers, pet sitters, or family members).

(b) Lapdog does not control or monitor who views a shared Pet Passport link. Anyone who has the link URL can access the shared data for the duration of the link’s validity.

(c) Pet Owners must verify recipient details (including email addresses) before sending a Pet Passport link, as the link grants immediate access to the shared data upon receipt.

(d) Pet Owners should choose the shortest expiry period appropriate for the situation when creating a Pet Passport link.

13.4 Revocation and expiry

(a) Pet Owners can revoke any Pet Passport link at any time via the Shared Links management page on the Platform, immediately terminating access.

(b) Pet Passport links are time-limited (from 1 hour to 30 days) or single-use, as selected by the Pet Owner at the time of creation. Expired or revoked links return no data.

(c) Once a Pet Passport link has been accessed, the recipient may have retained the information. Revoking or expiring a link prevents future access but does not recall data that has already been viewed, downloaded, or otherwise retained by the recipient.

13.5 Liability

In addition to the limitations set out in clause 14, Lapdog is not liable for any Loss arising from or in connection with:

(a) the Pet Owner’s decision to share their Pet’s Health Timeline via a Pet Passport link, including the choice of recipient, expiry period, or sharing settings;

(b) any misuse of Pet Health Timeline data by a third party who received access via a Pet Passport link created by the Pet Owner; or

(c) any data viewed, retained, or further distributed by a recipient before a Pet Passport link was revoked or expired.

14. Liability and Indemnity

14.1 Marketplace role

Lapdog operates as a technology marketplace and is not responsible for the acts or omissions of Providers, Pet Owners, or Clinics, the quality or safety of Pet Care Services or Shift Engagements, the accuracy of Pet profiles or Shift listings, or any Loss arising from a Booking between a Pet Owner and a Provider or an Engagement between a Clinic and a Provider.

14.2 No warranties

To the maximum extent permitted by law, Lapdog does not warrant that:

(a) the Platform will be available at all times or free from interruption, errors, or defects;

(b) any Provider is appropriately qualified, insured, or suitable for any particular Pet; or

(c) the use of the Platform will achieve any particular outcome; or

(d) the video technology used for Telehealth Consultations will be available, uninterrupted, or free from latency, delay, or connection issues.

14.3 Limitation of liability

To the maximum extent permitted by law:

(a) Lapdog’s aggregate liability to any user for all claims arising under or in connection with these Terms is limited to the greater of:

(i) the total fees paid or payable by that user to Lapdog in the 3-month period immediately preceding the event giving rise to the claim; or

(ii) $500;

(b) Lapdog is not liable for any indirect, incidental, special, consequential, or punitive loss or damage (including loss of revenue, loss of profit, loss of data, or loss of business opportunity), even if Lapdog has been advised of the possibility of such loss; and

(c) Lapdog is not liable for any Loss arising from or in connection with:

(i) the acts or omissions of a Provider or a Pet Owner during or in connection with a Booking;

(ii) the injury, illness, death, or escape of a Pet;

(iii) any damage to property occurring during a Booking; or

(iv) a Provider’s failure to hold or maintain adequate insurance; or

(v) any interruption, delay, or failure in the video technology used for Telehealth Consultations, including outages of the third-party video service, internet connectivity issues, or hardware or software failures on the part of the Pet Owner or Provider.

14.4 Consumer guarantees

Nothing in clause 14 limits or excludes any rights that a consumer may have under the Australian Consumer Law, including consumer guarantees implied under that law. Where the Australian Consumer Law applies and cannot be excluded, Lapdog’s liability is limited, to the extent permitted, to resupplying the services or paying the cost of having the services resupplied.

14.5 Pet Owner indemnity

Each Pet Owner indemnifies Lapdog and its officers, employees, and agents from and against any Loss incurred by Lapdog arising out of or in connection with:

(a) the Pet Owner’s breach of these Terms;

(b) any act or omission of the Pet Owner in connection with a Booking; or

(c) any inaccuracy in the Pet Owner’s Pet profile or pre-Booking quiz responses.

14.6 Provider indemnity

Each Provider indemnifies Lapdog and its officers, employees, and agents from and against any Loss incurred by Lapdog arising out of or in connection with:

(a) the Provider’s breach of these Terms or the Provider Agreement;

(b) any act or omission of the Provider in the course of providing Pet Care Services; or

(c) the Provider’s failure to hold and maintain adequate insurance.

14.7 Proportional reduction

The indemnities in clauses 14.5 and 14.6 are reduced proportionally to the extent that the relevant Loss was caused or contributed to by the act or omission of Lapdog.

15. Intellectual Property

15.1 Platform content

All content on the Platform, including text, graphics, logos, images, software, and underlying code, is owned by or licensed to Lapdog and is protected by Australian and international intellectual property laws. You must not copy, reproduce, adapt, distribute, or create derivative works from any Platform content without Lapdog’s prior written consent.

15.2 User content

By submitting content to the Platform (including Pet profiles, reviews, photos uploaded through the photo update feature, and messages), you grant Lapdog a non-exclusive, worldwide, royalty-free licence to use, store, display, and reproduce that content solely for the purpose of operating and improving the Platform. You retain ownership of your content.

15.3 Reviews

You grant Lapdog the right to display reviews you submit on the Platform, including after your account is closed, provided that Lapdog may anonymise such reviews where appropriate.

15.4 Feedback

If you provide Lapdog with feedback or suggestions regarding the Platform, Lapdog may use that feedback without restriction or compensation to you.

15.5 Trade marks

You must not use Lapdog’s name, logo, or trade marks without Lapdog’s prior written consent.

16. Privacy

16.1 Privacy Policy

Lapdog collects, uses, and discloses personal information in accordance with its Privacy Policy, available at www.lapdogpets.com.au/privacy. The Privacy Policy is incorporated into these Terms by reference.

16.2 Pet information

Pet Owners consent to Lapdog storing and sharing their Pet’s information with Providers as necessary to facilitate Bookings.

16.3 Photo data

The collection, storage, and deletion of photos in connection with the photo update feature are governed by clause 11 of these Terms and the Privacy Policy.

17. Account Suspension and Termination

17.1 Termination by user

You may close your account at any time by contacting Lapdog at [email protected]. Closing your account does not affect any obligations that arose before the closure, including in connection with any pending or completed Bookings.

17.2 Suspension or termination by Lapdog

Lapdog may suspend or terminate a user’s account on the following grounds:

(a) the user has materially breached these Terms or the Provider Agreement and has not remedied the breach within 14 days of written notice from Lapdog;

(b) the user has committed a serious or repeated breach of these Terms, including engaging in the prohibited conduct in clause 10.2;

(c) Lapdog has reasonable grounds to believe the user’s continued access poses a safety risk to another user, a Pet, or a third party;

(d) the user has provided materially false or misleading information to Lapdog;

(e) a Provider has failed to maintain the qualifications, insurance, or police check requirements under these Terms or the Provider Agreement; or

(f) the user’s Stripe account is suspended, terminated, or otherwise unable to process payments.

17.3 Notice and response

Before suspending or terminating an account under clause 17.2(a), Lapdog will give the user written notice specifying the grounds for the proposed action and provide not less than 14 days to respond, except where immediate action is necessary to protect the safety of another user, a Pet, or a third party.

17.4 Immediate suspension

Lapdog may immediately suspend (but not terminate) an account, without prior notice, where it has reasonable grounds to believe that continued access creates an immediate safety risk. In such cases, Lapdog will notify the user as soon as practicable and provide an opportunity to respond before any termination decision is made.

17.5 Outstanding obligations

Suspension or termination does not relieve a user of obligations that arose before the suspension or termination, including payment obligations in respect of completed Bookings.

17.6 Effect of termination

On termination of an account, the user’s access to the Platform ceases. Lapdog will retain user data in accordance with the Privacy Policy.

18. Amendments to these Terms

18.1 Lapdog may amend these Terms from time to time

Lapdog will provide not less than 30 days’ written notice before any amendment takes effect. Notice will be given by email to the address associated with your account and by posting a notice on the Platform.

18.2 Material amendments

Where an amendment materially affects the rights or obligations of a user, Lapdog will specifically identify the amendment as material in the notice and will provide a clear description of the change and its effect.

18.3 Acceptance

Your continued use of the Platform after the effective date of any amendment constitutes acceptance of the amended Terms. If you do not agree to an amendment, you must close your account before the effective date.

18.4 Existing Bookings

Amendments to these Terms do not affect Bookings that were confirmed before the effective date of the amendment.

19. Disputes

19.1 Disputes between users

Disputes between Pet Owners and Providers arising from a Booking are to be resolved directly between those parties in the first instance. Lapdog may, at its discretion, provide informal mediation assistance but is not obliged to do so and cannot be compelled to adjudicate disputes between users.

19.2 Disputes with Lapdog

If you have a dispute with Lapdog, you must contact Lapdog at [email protected] with full details. Lapdog will acknowledge your complaint within 5 business days and attempt to resolve it within 30 days. If the dispute cannot be resolved informally, either party may refer the matter to mediation administered by a mediator agreed between the parties, or failing agreement, appointed by the Australian Disputes Centre. The costs of mediation are to be shared equally unless the mediator orders otherwise.

19.3 Governing law

These Terms are governed by and construed in accordance with the laws of the State of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Victoria.

20. General Provisions

20.1 Entire agreement

These Terms, together with the Provider Agreement (for Providers) and the Privacy Policy, constitute the entire agreement between Lapdog and each user in respect of the subject matter of these Terms, and supersede all prior agreements, representations, and understandings.

20.2 Severance

If any provision of these Terms is invalid, illegal, or unenforceable, that provision is to be read down to the minimum extent necessary to make it valid, legal, and enforceable, or if it cannot be so read down, it is severed, and the remaining provisions continue in full force.

20.3 Waiver

A failure or delay by Lapdog in exercising a right under these Terms does not constitute a waiver of that right. Any waiver must be in writing.

20.4 No assignment

You may not assign or transfer any rights or obligations under these Terms without Lapdog’s prior written consent. Lapdog may assign its rights to a related body corporate or to a successor entity in the context of a merger, acquisition, or sale of assets.

20.5 Notices

Notices to Lapdog must be sent to [email protected]. Notices to users will be sent to the email address associated with their account. Notices sent by email are deemed received on the next business day after sending.

20.6 Force majeure

Lapdog is not liable for any failure or delay in performing its obligations to the extent caused by a circumstance beyond Lapdog’s reasonable control, including natural disasters, acts of government, communications network failures, or cyberattacks. Lapdog will notify affected users as soon as practicable and take reasonable steps to resume performance.

20.7 Relationship

Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between Lapdog and any user.

20.8 Consumer law

These Terms are subject to the Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any right or remedy that a consumer has under the Australian Consumer Law that cannot be excluded, restricted, or modified by agreement.

Schedule 1 — Permitted Services

The following services may be offered by Providers through the Platform. Providers select the services they wish to offer from this list through their account settings. Lapdog may add, amend, or remove services from this Schedule on reasonable notice to Providers.

Services expressly excluded

The following services are excluded from the Permitted Services and must not be offered or performed through the Platform: veterinary examinations or diagnoses; blood draws; injections (other than routine oral or injectable medications prescribed by a veterinarian for the Pet, including insulin and other maintenance medications); X-rays or imaging; surgical or anaesthetic procedures; any service requiring a veterinary licence or registration; and any service that a reasonable person would consider to constitute the practice of veterinary medicine.

Last updated 20 May 2026. Questions about this document? Email [email protected].