Terms & Conditions
These terms and conditions apply to all bookings, services, and online purchases with Pets In The City. By booking with us or buying from our shop, you agree to these terms.
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Bookings & cancellations
Cancellation policies vary by service and by location. Please refer to your booking confirmation email or contact your local centre for full details.
Liability and care
Pets In The City takes every care to keep your pet safe. By booking, you confirm that your pet is healthy, vaccinated and free of contagious illness. You agree to give honest behaviour information so we can keep our staff and other pets safe.
Frequently asked questions
What if I need to cancel a booking?
Cancellation rules vary by service and centre. Check your booking confirmation email or call your local centre as soon as possible.
Do you offer refunds?
Yes, when cancellations meet the centre's notice window. Outside that window we may offer a credit. Each centre's rules are in your confirmation email.
What if my pet falls ill before a stay?
Please tell us right away. We will rebook for free if your vet confirms the illness in writing. Our priority is keeping every pet in our care safe.
What happens if my pet causes damage?
Honest behaviour information at booking helps us avoid this. If a pet causes damage to a room or another pet, we will discuss responsibility with you fairly.
What rules apply to online shop orders?
Online shop orders follow standard NZ consumer guarantees. Defective products can be returned within 30 days for a full refund or replacement.
Key terms
Booking confirmation is defined as the email we send when your daycare, hotel or grooming booking is accepted. It lists dates, room, price and cancellation rules.
Cancellation policy refers to the rules that say how far ahead you need to cancel to receive a refund or credit. Each service and centre has its own policy.
Liability is defined as the legal responsibility each side accepts. We commit to safe care; you commit to honest pet information.
By the numbers
- Started in Auckland in 2006 — 19+ years of pet care
- 5 Auckland centres: Parnell Central Bark, Mt Wellington, Silverdale, Wairau Park and Westgate
- Open 7 days for daycare, hotel stays, grooming and tours
- Every staff member uses kind, force-free care, every day
Our Services
Our 5 Auckland Locations
About & Help
Pets In The City — Auckland's premier pet care since 2006, with 5 Auckland locations open 7 days. Email hello@petsinthecity.co.nz.