Terms & Conditions

1.1 All furry pets great and small are considered for travel, dates and stays. Exotic pets such as reptiles will not be accepted. Pawtal apologies if some requests may be refused depending on the type of pet or if there is a special request we cannot provide for.

1.1 All furry pets great and small are considered for travel, dates and stays. Exotic pets such as reptiles will not be accepted. Pawtal apologies if some requests may be refused depending on the type of pet or if there is a special request we cannot provide for.

2.1 Pawtal is a service only company and all bookings use 3rd party suppliers. Pawtal will personally review all suppliers, reviews and testimonials to ensure quality and trusted care for your pet(s).


2.2 Pawtal is an online only company. Correspondence to Pawtal is via portal or email only. Pawtal will attend to all inquiries in a timely manner.


2.3 Pet sitting services will not be sourced and if a pet sitting service is required, the pet traveller is to locate this service independently.

3.1 Although Pawtal will try to ensure all requests are met, in the circumstances where specific food, bedding or other services cannot be met, Pawtal is not liable for any additional costs incurred.


3.2 Meet & Greets; confirmed services that require a meet and greet will need to be managed by the customer for all Pet Travel services. Contact can be managed by phone due to pet-service location.

4.1 All pet itineraries and bookings made are for the pet(s) needs only. All approved services must be paid in full before any bookings are made.

5.1 Pawtal does not charge a fee when searching for pet-friendly services and activities.


5.2 A 10% surcharge will be added to all services, food and accessories booked by Pawtal.


5.3 All pet itineraries, services and terms must be agreed to and paid in full before any bookings are made. Government fees and taxes also apply.


5.4 Charges apply per booking made and not per pet. Please note some services may charge higher fees for multiple pets.


5.5 All bookings are payable in advance.

6.1 On the rare occasion it may be necessary for Pawtal to cancel a scheduled booking, Pawtal will try to offer an alternative or provide a full refund of that particular destination. Pawtal cannot guarantee pick up or drop off times of host and is not responsible for the costs of any other travel arrangements affected due to our cancellations or rescheduling. 

Pawtal reserves the right to:

  • 6.2 Change, cancel or postpone any service relating to circumstances beyond our control.
  • 6.3 Increase or decrease standard charges, which is identified in the promotional material.
  • 6.4 Should change or cancellation prove necessary, Pawtal will give you reasonable notice in the circumstances, and where available, offer you a comparable alternative.

6.5 If the change or cancellation is due to circumstances outside Pawtal’s control, bookings will be entitled to a refund of money paid less reasonable expenses incurred. Pawtineraries may vary due to seasonal conditions, third party companies or suppliers and National Park requirements.

Review the status of the job to understand if the offer can be changed.


Offer NOT paid in full?

Yes! You can modify the confirmed offer as it has not been paid.  Ensure dates are outside 7 days of travel. 


Paid in full

No, the confirmed offer cannot be changed.

Email pawmemories@pawtal.com.au for assistance as a refund may apply dependant on date of travel.


Within 7 days of travel

No, the confirmed bid cannot be changed.

Email pawmemories@pawtal.com.au for assistance.


If cancellation is within 72 hours of travel, Pawtal will retain 100% paid in connection with the booking.


8.1 If you want to change any aspect of your booking (including but not limited to a change to a shorter duration or different departure date) you must notify Pawtal as soon as possible in writing. Pawtal will do its best to accommodate your requested changes.


8.2 Owners will be required to pay in full any applicable amendment fees per requested change prior to any amendment being completed.

9.1 In the event of any dissatisfaction with the host, accommodation or any other service provided by Pawtal, you must report it immediately to Pawtal in writing so that action can be taken to rectify the problem.


9.2 Any complaints made to Pawtal following the conclusion of the service should be made in writing within 28 days of completion of the booking.


9.3 In the event that you do not notify Pawtal in writing within 28 days, Pawtal will be unable to investigate the complaint.

10.1 Pawtal reserves the right to change these terms at any time, including with respect to the Fees.  Before changing these terms, Pawtal will try to give all bookings and users notice of such change by way of update before they take effect, although this may not always be possible. Please check website regularly for updates.

11.1 Pawtal is not liable for any property damage caused by any Pet or to the owner’s property and business. 

  • 11.1.1 Pawtal is not liable for any other person’s property living in the same location or residence as the business, nor does it cover any damage to a User’s property directly or indirectly caused by the Pet Service. 
  • 11.1.2 A damage fee may be payable to the business direct if damages to property were directly or indirectly caused by one or all of your pets being hosted at that address

11.2 You acknowledge and agree that Pawtal does not have any responsibility to reimburse or otherwise cover You for any property damage nor charge/hold Pawtal with respect to any cost, expenses or liabilities incurred directly or indirectly in connection with any Pet Services, including with respect to any damage of property.

11.3 Pawtal is not related to any agreement between Users related to any Booking, and as such each User agrees that any dispute relating to property damage in connection with Pet Services must be settled between the relevant Users or 3rd party.

11.4 Pawtal is further not liable to:

  • 11.4.1 Any self-inflicted wounds that are caused by itching, scratching, biting, gnawing, etc. due to allergies or any other type of pre-existing condition;
  • 11.4.2 Pre-existing medical conditions relating to the pet(s)
  • 11.4.3 Any council fines and/or pound charges related to the Pet running away whilst under the host’s care
  • 11.4.4 Breach of professional duty, such as not following the 3rd parties rules or walking an animal off a leash in an area where this is reasonably considered not to be suitable.
  • 11.4.5 Pet Services booked outside of www.pawtal.com.au

12.1 Pawtal will ensure the 3rd party provides the the contact information relating to the owner and pet service who have entered a booking. Each User acknowledges and understands that such contact information will be relied upon in the event that Pawtal, 3rd party, an owner or a host needs to contact the relevant user, including with respect to any emergency, medical issue or otherwise in the provision of any applicable Pet Services.


12.2 All contact information up-to-date at all times.


12.3 In the event a host, in carrying out Pet Services, reasonably considers that the relevant Pet needs veterinary care or any other medical attention whilst in the host’s care, the host must immediately contact the relevant owner using the contact information provided by the owner. 


12.4 The owner agrees to respond to such communication from the relevant host and to provide instructions as to how the service should proceed, including whether medical assistance should be sought.


12.5 In the event that a Pet reasonably requires veterinary care or any form of medical assistance whilst the Pet is in the care with a pet service related to a booking, then, provided that the relevant veterinarian or medical practitioner is qualified to provide medical treatment or advice regarding the Pet pursuant to any applicable laws, the owner acknowledges, agrees and authorises any actions to be taken with respect to the Pet which that veterinarian or medical practitioner recommends.


12.6 All additional medical costs is at the owners expense and Pawtal is not liable.


12.7 Pet(s) vaccination certificates are to be provided when required


12.8 Pets with any medical conditions requiring ongoing treatment must be referred to Pawtal for approval.

13.1 Pawtal registered services cannot have any criminal convictions in the past 5 years (excluding traffic violations). This is verified upon commencement. This information is strictly used for insurance purposes only and will in no way be publicly disclosed.

Subscribed and Registered members will receive 10% off pet merchandise in Paw Shop.

Discount excludes:

  • All Pet Travel services including:
        Paw Travel
        Paw Spoils
  • Gift Cards
  • Pawtal photo book
  • Photo video book
  • All sale items

15.1 Be sure to check for travel restrictions before booking and travelling to accommodation. Touristic travel might not be allowed, as travel may only be permitted for certain purposes. 


15.2 Travel Zones

Travel within Australia may arrive via a red or green travel zone. Ensure you have correct permits entering states and borders. Pawtal is not liable for incorrect permits and being declined entry.

16.1  Only 1 spin of wheel per approved story; users who claim coupons without an approved story will risk having their profiles removed.

  • 16.1.1 coupons can only be used once
  • 16.1.2 coupons cannot be used in conjunction with other offers
  • 16.1.3 coupons can only be spent on Paw Shop merchandise
  • 16.1.4 discounts cannot be used to redeem pet travel offers
  • 16.1.5 excludes pet adventures & pet profiles

warranty & returns

If you find that an item is missing from your delivery, kindly contact us within 10 days from dispatch to resolve the issue. Please note that items may sometimes be shipped separately.

Please contact us within 7 days of receiving the item to arrange for it to be replaced. We will send a return postage label to get the item back to us and will send you the correct item. All products must be packed in original packaging and include any accessories, manuals, documentation, and registration that shipped with the product.


A refund will be generated if we do not have a replacement item.

Products generally offers a 12-month warranty which can be differed accordingly based on the manufacturer’s warranty period.


Contact Pawtal within 10 business days if the item arrives damaged. 

Please also mention a detailed description and provide images or a short video of the damaged product to proceed with a replacement or refund process.

To make a claim, please provide your order number or copy of the tax invoice. You must describe the issue exactly and give proof to help your case, and state whether you are requesting a replacement, repair, refund or credit.


The warranty for products is completely discrete and Pawtal entertains any claim only according to the product manufacturer’s policy.

All claims are analyzed before taking any decision. Any claim will not be entertained if the concerning product is not used as guided or damages caused from misuse.

If you change your mind of an order will be accepted within 14 days after the items are reserved or delivered.


The day you informed Pawtal through the Returns portal will be considered as the day lodged. Failing to lodge the request within 14 days will make the claim null and the change of mind request cannot be processed for the order. 


Change of mind is only accepted by sending an email to pawmemories@pawtal.com.au. No other requests lodged on support emails or any other email/platform will not be considered even if done within the time frame.


You hold the responsibility of returning the product back to Pawtal on the consent of the Returns team.

The change of mind request will be cancelled if the product is opened or not in its original packaging.


Once products are returned to the warehouse the Returns team will inspect the product and refund if there are no damages with the product or the packaging. 

  • Manufacturers or company defect
  • Faulty product
  • Quality control issues
  • Improper handling of the product (Negligent unpacking)
  • Not following proper guidelines for installation
  • Intentional or unintentional damage to the product
  • Intentional or unintentional physical damage or cosmetic damages
  • Any damage or error that is not due to faulty construction/manufacturing.
  • Damage caused by unattended children or pets
  • Commercial use of non-commercial equipment (unless stated by the manufacturer)
  • Unsupervised use of the product

In case of damage or fault occurs due to the user’s negligence, we do not cover the shipping cost for repair or replacement of the product

In case of a faulty product or a manufacturer defect, you can claim either one of them,

  • Replacement of the product or a part of the product that may be faulty
  • Refund (As per seller’s guidelines)
  • Partial Refund (to be finalised by our Returns team)

Should you find the same product on a competitors website where the price varies to Pawtal, email us at pawmemories@pawtal.com and Pawtal will review pricing.