T&C

PET HK TERMS & CONDITIONS

以下條款說明寵物主人（下稱「本人」或「客人」）與 PET HK（下稱「我們」、「本公司」）的責任與權利。客人應詳閱內容。繳付費用或接受服務，即代表客人已閱讀、明白並同意遵守本條款。本條款備有中英文版本，如有歧義，以英文版本為準。接送服務另受《接送服務條款與細則》約束。如有不一致，就接送事宜以該條款為準。

一、健康與安全聲明

  • 本人有責任主動告知寵物近期健康狀況（如嘔吐、腹瀉、無精打采、受傷、皮膚問題、心臟病、過往病歷、藥物敏感或高齡舊患等）。
  • 請確保寵物已完成適用之基礎疫苗並在有效期內，以減低場內交叉感染風險。
  • PET HK 員工並非獸醫，無法診斷或處理醫療問題。即使員工提出可見問題，最終仍由本人負責就醫安排。
  • 若寵物曾出現疾病、壓力、攻擊性、嚴重恐懼或特殊身體狀況，必須如實告知。本公司有權拒絕、改期或調整服務。
  • 如隱瞞健康、行為或其他重要狀況，本公司有權即時終止服務，已繳費用不予退還。因此引致之寵物受傷、職員受傷或其他損失，按本條款第七條處理。
  • 被評估為高風險或 10 歲以上之寵物，須由主人另行簽署風險同意書。如拒絕簽署，本公司有權拒絕或調整該次服務。

二、緊急情況處理與醫療授權

  • 緊急情況下，本公司會盡力聯絡客人及緊急聯絡人，並視情況送往指定、就近或 24 小時獸醫診所。除第七條另有規定外，醫療、交通及衍生費用由客人承擔。
  • 本場所為寵物美容中心，並非獸醫診所，僅提供基本觀察，無法提供持續醫療監護。
  • 如情況緊急且未能即時聯絡客人或緊急聯絡人，客人授權本公司作為緊急監護人，安排送醫、急救、檢驗、麻醉或緊急手術。相關醫療及交通費用由客人承擔；如其後證實屬本公司重大疏忽，則按第七條處理。
  • 如獸醫建議進行預計超過港幣 HK$5,000 之非緊急手術或檢查（如 CT／MRI），客人應先通知本公司商議。緊急急救不受此限。未經事先溝通之非必要昂貴療程，本公司有權不承擔超出部分。

三、美容服務政策

  • 如客人認為造型未如理想，可於 7 日內預約免費補修一次。客人須於離店前確認造型；否則須自行帶回補修。美容服務恕不設退款。接送需另行收費，並受《接送服務條款與細則》約束。
  • 剪毛如未於服務前確認造型，則默認跟上一次剪裝。
  • 到店後要求與原預約不同或增加項目，本公司有權拒絕、改期或按檔期及寵物狀況重新安排，並可能另收費。
  • 若寵物出現攻擊行為，本公司有權即時終止服務，恕不退款；已產生之接送費仍須收取。
  • 本公司可拍攝照片或影片作內部紀錄、更新或官方宣傳。不同意公開者，請於服務前書面告知；內部紀錄仍可拍攝。
  • 客人、其家人或獲授權代接人（包括朋友、家傭或第三方接送人員）於接回時均有責任即時檢查寵物狀況。由代接人接回，即視為客人本人接回；本條之時限自該次交接起計算。代接人未有檢查，不影響時限，亦不構成對本公司之抗辯。客人須自行確保代接人已獲告知並執行檢查。
  • 如客人認為美容服務導致寵物受傷或身體異常，並擬向本公司提出跟進或索償，須於知悉後 24 小時內以書面通知本公司，且最遲於接回後 4 天內由香港註冊獸醫檢查，並於通知後 7 天內提交報告及單據。逾期未通知、未檢查或未交資料，本公司有權不按本條款受理。核查按第七條及第八條處理。
  • 完成美容並通知後，須於 2 小時內接回。逾時每小時收取 HK$100 場地佔用費。此費只是場地佔用，不包括託管或看護。逾時滯留期間，本店無法保證該段時間有職員在旁照料或觀察其健康狀況。客人應自行衡量此風險。除證實屬本公司重大疏忽外，滯留期間出現之不適及醫療費用由客人承擔。
  • 如超過 24 小時仍未接回，且無法聯絡客人或緊急聯絡人，本公司可視為疑似棄養，並有權移交漁農自然護理署、愛護動物協會或其他相關機構，同時保留追討滯留費、護理費及行政費之權利。

四、預約、取消、遲到及缺席政策

  • 遲到超過 15 分鐘，或於預約前 24 小時內取消、缺席或改期，本公司有權縮短、調整項目、改期或取消該時段，已繳費用可能不獲退還。
  • 若 24 小時內取消、缺席或改期累計達 3 次，或 24 小時內未結帳且缺席 1 次或以上，下次預約須繳交 HK$200 訂金 (可抵扣當次服務費)。
  • 所有已繳費用均不設退款或轉讓。

五、服務內容與附加收費

  • 標準洗澡包括：洗澡、清耳清眼、剪磨指甲、剃腳底毛、剃肚毛、肛門清潔、吹乾、去死毛、修剪眼周及腳毛。
  • 基本護理包括：清耳、剪磨指甲、剃腳底毛、剃肚毛、修剪臀部毛、肛門清潔。
  • 所有剪毛或剃毛均含完整洗澡。
  • 如需額外人手，每隻加收 HK$200。
  • 未事先通知而出現打結，或梳開逾 30 分鐘，本公司有權取消或調整服務。每 15 分鐘加收 HK$80，恕不設折扣。
  • 指定美容師附加費：全套美容 HK$150；洗澡或單項 HK$100；資深美容師（僅限美容）HK$150。恕不設折扣。
  • 收費按當日秤重計算。犬種或體型不在價目表者，由美容師評估。混種收費爭議以實際毛況為準。特殊造型另行報價。
  • 除蝨、蜱蟲及傳染性外寄生蟲： 如服務期間發現寵物帶有跳蚤、牛蜱或其他傳染性外寄生蟲，本公司可即時處理及為場地消毒，費用按個別報價收取；亦可拒絕或終止該次服務。如影響場內衛生，清潔消毒費用由客人承擔。高風險傳染病將另行報價或拒絕服務。

六、拒絕服務及優惠

  • 本公司可拒絕具攻擊性、懷孕、剛生產、身體狀況不佳或未如實申報者。
  • 6 個月以下幼犬憑針卡可享一次性 7 折洗澡或美容（不可與其他優惠同時使用）。

七、正常風險、重大疏忽、員工受傷與賠償上限

  • 正常風險： 美容師已按標準程序操作，因寵物突然掙扎而出現之極輕微劃傷或指甲微滲，本公司會即時護理，該等輕微處理費用可由本店承擔。
  • 既有舊患： 因寵物原有皮膚敏感、舊患（包括膝蓋骨脫位、關節炎、心臟病）、嚴重打結需梳開或修剪、毛質狀況，或客人未事先告知之健康／行為問題而引致之後續不適或併發症，除證實屬本公司重大疏忽外，本公司不承擔醫療賠償。
  • 防護下之突發行為： 在已使用美容檯繩／防跳繩，並有職員在場看管的情況下，如寵物因受驚、雷聲、噪音或極度掙扎而跳下致傷，將視為寵物突發行為及美容固有風險，相關醫療費用由客人承擔。只有經當日紀錄或閉路電視證實職員當時不在場、未使用檯繩／防跳繩，或未按標準程序操作，才屬本公司重大疏忽，並按本條上限處理。
  • 重大疏忽： 本公司將按當日閉路電視、服務紀錄及相關照片核查。如經紀錄證實事故確屬職員未按標準程序或重大疏忽直接引致（例如獨留高處跌傷、過熱風機燙傷、未關門或未用牽繩導致走失），本公司將承擔該次事故之合理直接獸醫診治費用，並受下列上限約束。
  • 賠償上限： 即使本公司被認定須負責，賠償範圍僅限該次事故直接引致之受傷部位的合理直接獸醫診治費用，並以傷害發生後 7 天內已開始之必要治療為限；就該次事故最高賠償總額為港幣 HK$10,000。與該受傷部位無關之檢查、治療、舊患或後續護理，以及間接損失、交通費、工時損失或精神損害賠償，本公司概不負責。
  • 員工受傷： 如寵物於服務期間傷害職員，將按紀錄及閉路電視核查。若職員已按標準程序操作，而寵物突然攻擊或出現不可預計行為，或因客人未如實告知攻擊、恐懼、護食或掙扎傾向而受傷，客人須承擔該職員之合理醫療費用。最終責任按證據劃分，且不影響本公司依法處理僱員工傷之責任。
  • 隱瞞健康或攻擊性、未告知嚴重打結、或不遵從接回安排而引致之損失，由客人承擔。損壞設備或場地，須承擔合理維修或重置費用。

八、錄像保存與爭議處理

  • 店內閉路電視片段由系統於 7 天後自動刪除。客人如需查看任何當日片段（不論是否涉及索償），必須於該次服務後 7 天內提出並預約，由職員陪同觀看，並按《個人資料（私隱）條例》處理。不得自行拍攝、複製或公開。逾期申請者，片段可能已被刪除，本公司無責任保留或提供。
  • 即使有鏡頭，美容過程須遷就寵物位置及動作，仍可能出現盲點，或因角度、人手及工具遮擋而無法清楚顯示細節。片段僅作輔助核查，並非每宗爭議都能完整還原。如無清晰片段，將按服務紀錄、照片及雙方陳述處理。
  • 雙方應先按核查結果協商；若協商未能達成一致，則按香港特別行政區法律處理。

九、條款更新

  • 本公司可更改價格及條款，於官方渠道公布後生效。
  • 本公司發出之訊息，一經發送即視作送達。
  • 除接送外，農曆新年期間套餐折扣將暫停使用，並可能收取附加費。
  • 完整條款可於本店網站查閱。本公司會在客人首次接受美容服務前，以 WhatsApp 發送本條款。一經發送，即視作客人已收悉。其後再次預約或接受服務，即使未再另行發送，亦繼續受當時有效之條款約束。繳付費用或接受服務，即代表同意本條款。

These terms set out the rights and obligations of the pet owner (the “customer”) and PET HK (the “Company”). The customer should read them carefully. Payment or acceptance of service means the customer has read, understood and agreed to these terms. These terms are issued in Chinese and English. If there is any inconsistency, the English version prevails. Pickup and drop-off are governed by the separate Pickup & Drop-off Terms & Conditions. If those terms conflict with these terms on transport matters, the Pickup & Drop-off Terms prevail.

1. Health and Safety

  • The customer must disclose the pet’s recent health, including vomiting, diarrhoea, lethargy, injury, skin problems, heart disease, medical history, drug allergies and age-related conditions.
  • The pet should have completed applicable core vaccinations and be within the current validity period, to reduce the risk of infection on the premises.
  • PET HK staff are not veterinarians and cannot diagnose or treat medical conditions. Even if staff point out a visible issue, the customer remains responsible for veterinary care.
  • Illness, stress, aggression, severe fear or any special condition must be disclosed. The Company may refuse, reschedule or adjust the service.
  • If health, behaviour or other material facts are concealed, the Company may end the service immediately and fees paid will not be refunded. Injury to the pet or staff, and other loss arising from that concealment, will be dealt with under Clause 7.
  • Pets assessed as high-risk, or aged 10 or above, must have a separate risk-consent form signed by the owner. If the customer refuses to sign, the Company may refuse or adjust the service.

2. Emergencies and Medical Authority

  • In an emergency, the Company will use reasonable efforts to contact the customer and the emergency contact, and may take the pet to the nominated, nearest or 24-hour veterinary clinic. Except as provided in Clause 7, veterinary, transport and related costs are borne by the customer.
  • The premises are a grooming salon, not a veterinary clinic. Only basic observation is provided. Continuous medical supervision is not available.
  • If the situation is urgent and the customer or emergency contact cannot be reached in time, the customer authorizes the Company to act as emergency guardian and to arrange veterinary attendance, first aid, tests, anaesthesia or emergency surgery. Veterinary and transport costs are borne by the customer. If gross negligence by the Company is later established, Clause 7 applies.
  • If a veterinarian recommends non-emergency surgery or tests expected to exceed HK$5,000 (including CT or MRI), the customer should notify the Company first. Emergency treatment is not subject to this. The Company may decline to bear the excess cost of expensive non-essential treatment arranged without prior notice.

3. Grooming Policy

  • If the customer is not satisfied with the style, one complimentary correction may be booked within 7 days. The style must be confirmed before leaving. Otherwise the customer must bring the pet back. Grooming fees are non-refundable. Pickup and drop-off are charged separately and are subject to the Pickup & Drop-off Terms.
  • If a haircut is booked and the style is not confirmed beforehand, the previous style will be followed.
  • If a different or additional service is requested after arrival, the Company may refuse, reschedule or rearrange it subject to availability and the pet’s condition. Extra charges may apply.
  • If the pet is aggressive, the Company may end the service immediately without refund. Any pickup fee already incurred remains payable.
  • The Company may take photos or videos for internal records, updates or official publicity. Written notice must be given before the service if the customer does not agree to public use. Internal record photos may still be taken.
  • The customer, a family member or an authorized collector (including a friend, domestic helper or third-party driver) must inspect the pet on collection. Collection by an authorized person is treated as collection by the customer. Time limits in this clause run from that handover. Failure by the collector to inspect does not extend those time limits and is not a defence against the Company. The customer must ensure the collector is told to inspect the pet.
  • If the customer considers that grooming caused injury or abnormality and wishes to raise the matter or make a claim, the customer must give written notice within 24 hours of becoming aware of it, and in any event must notify the Company and have the pet examined by a Hong Kong registered veterinarian within 4 days of collection, and then submit the report and receipts within 7 days of notice. If notice, examination or documents are late, the Company may decline to handle the matter under these terms. Review will be conducted under Clauses 7 and 8.
  • After grooming is finished and the customer has been notified, the pet must be collected within 2 hours. A premises-occupation fee of HK$100 per hour then applies. That fee is for occupation of the premises only and does not include boarding or care. During late collection the Company does not guarantee that a staff member will be present to attend to or monitor the pet’s condition. The customer should consider that risk. Except where the Company’s gross negligence is established, illness or veterinary costs arising during that period are borne by the customer.
  • If the pet has not been collected after 24 hours and the customer or emergency contact cannot be reached, the Company may treat the pet as abandoned and transfer it to the Agriculture, Fisheries and Conservation Department, the SPCA or another relevant body, and may recover late-collection, care and administration fees.

4. Booking, Cancellation, Lateness and No-show

  • If the customer is more than 15 minutes late, or cancels, fails to attend or reschedules within 24 hours before the appointment, the Company may shorten, change, reschedule or cancel the slot. Fees paid may be non-refundable.
  • If cancellations, no-shows or rescheduling within 24 hours total 3 times, or if the customer fails to settle and does not attend once or more within 24 hours of an appointment, a HK$200 deposit (creditable against the service fee) will be required for the next booking.
  • All fees paid are non-refundable and non-transferable.

5. Services and Extra Charges

  • A standard bath includes bath, ear and eye cleaning, nail clipping and grinding, paw-pad shaving, belly shave, sanitary clean, blow-dry, dead-hair removal, and trimming around the eyes and feet.
  • Basic care includes ear cleaning, nail clipping and grinding, paw-pad shaving, belly shave, sanitary trim and sanitary clean.
  • Every haircut or shave includes a full bath.
  • An extra handler is charged at HK$200 per pet.
  • If matting is not disclosed in advance, or dematting takes more than 30 minutes, the Company may cancel or change the service. An extra HK$80 per 15 minutes applies, with no discount.
  • Groomer-request extras: full groom HK$150; bath or single item HK$100; senior groomer (grooming only) HK$150. No discount applies.
  • Charges follow the weight recorded on the day. If the breed or size is not on the price list, the groomer will assess the charge. If the charge for a mixed-breed dog is disputed, the actual coat condition prevails. Special styles are quoted separately.
  • If fleas, ticks or other infectious external parasites are found, the Company may treat the pet and disinfect the premises at a price to be quoted, or may refuse or end the service. If salon hygiene is affected, cleaning and disinfection costs are borne by the customer. High-risk infectious conditions will be quoted separately or refused.

6. Refusal of Service and Promotions

  • The Company may refuse a pet that is aggressive, pregnant, recently whelped, in poor health, or whose condition was not disclosed.
  • Puppies under 6 months may have a one-time 30% discount on a bath or groom on presentation of a vaccination card. It cannot be combined with other offers.

7. Ordinary Risk, Gross Negligence, Staff Injury and Liability Cap

  • Ordinary risk. Minor nicks or light nail-bleeding caused by sudden struggling, where the groomer has followed standard procedures, will be treated at once. The Company may bear the cost of that minor treatment.
  • Pre-existing conditions. Except where the Company’s gross negligence is established, the Company is not liable for later illness or complications arising from pre-existing skin sensitivity, old conditions (including luxating patella, arthritis or heart disease), dematting or trimming of severe mats, coat condition, or health or behaviour not disclosed in advance.
  • Sudden movement despite restraints. If a grooming loop or safety tether is in use and a staff member is present, injury caused by the pet jumping down in fright, because of thunder, noise or extreme struggling, is treated as the pet’s own sudden behaviour and an inherent grooming risk. Veterinary costs are borne by the customer. Gross negligence arises only if the day’s records or CCTV show that staff were absent, that no loop or tether was used, or that standard procedures were not followed, in which case the cap in this clause applies.
  • Gross negligence. The Company will review CCTV, service records and photos. If the records show that the incident was caused directly by staff failing to follow standard procedures or by gross negligence (for example a fall after being left on a high surface, a burn from an overheated dryer, or escape because a door was left open or a leash was not used), the Company will bear reasonable and direct veterinary costs for that incident, subject to the cap below.
  • Liability cap. If the Company is held liable, liability is limited to reasonable and direct veterinary costs for the injured body part caused by that incident, and only for necessary treatment commenced within 7 days of the injury. The maximum for that incident is HK$10,000. The Company is not liable for examinations, treatment, pre-existing conditions or follow-up care unrelated to that body part, or for indirect loss, transport costs, lost time or damages for pain and suffering.
  • Staff injury. If a pet injures staff during the service, the records and CCTV will be reviewed. If staff followed standard procedures and the pet suddenly attacked or behaved in a way that could not reasonably be predicted, or if staff were injured because aggression, fear, food guarding or a tendency to struggle was not disclosed, the customer shall bear the staff member’s reasonable medical costs. Final responsibility will follow the evidence. This does not affect the Company’s statutory duties on employees’ compensation.
  • Loss caused by concealment of health or aggression, undisclosed severe matting, or failure to follow collection arrangements is borne by the customer. Damage to equipment or premises must be paid for at a reasonable repair or replacement cost.

8. CCTV and Disputes

  • CCTV footage is deleted automatically after 7 days. Any request to view footage of that day, whether or not a claim is made, must be made within 7 days after the service, by appointment and with staff present, and will be handled under the Personal Data (Privacy) Ordinance. Recording, copying or publication is not permitted. If the request is late, the footage may already have been deleted and the Company is not obliged to keep or produce it.
  • Even where cameras are present, the groomer must work around the pet’s position and movement. There may therefore be blind spots, or hands and tools may block the view. Footage is only an aid to review and will not reconstruct every dispute in full. If clear footage is not available, the matter will be reviewed on the service record, photos and the accounts of both parties.
  • The parties shall first seek to resolve the matter on the basis of that review. If they cannot agree, the laws of the Hong Kong Special Administrative Region apply.

9. Updates

  • The Company may change prices and these terms. Changes take effect when published through official channels.
  • Messages sent by the Company are deemed received when sent.
  • Except for pickup and drop-off, package discounts are suspended during Lunar New Year and surcharges may apply.
  • The full terms are available on the Company’s website. The Company will send these terms by WhatsApp before the customer’s first grooming service. Once sent, they are deemed received. Later bookings or services remain subject to the terms then in force, even if the terms are not sent again. Payment or acceptance of service constitutes agreement to these terms.

本條款為《美容服務條款與細則》之補充。兩者如有不一致，就洗牙事宜以本條款為準；責任及賠償上限仍按美容條款第七條處理。繳付費用或接受服務，即代表客人已閱讀、明白並同意本條款。本條款備有中英文版本，如有歧義，以英文版本為準。

一、服務性質

  • 本服務為美容層面的牙齒清潔，包括清除牙齒表面可見牙石及清潔齒面，由美容師以免麻醉方式進行。此服務並非獸醫診療，不能取代獸醫牙科檢查、麻醉洗牙、牙根下方深層清潔、抽牙、X 光或牙周病治療。
  • 本公司職員不是獸醫，不能診斷或治療牙周病、口臭、牙齦炎或其他牙齒疾病。
  • 客人明白並接受：免麻醉洗牙本身具有出血、不適、清潔不完整、無法一次完成及原有鬆動齒脫落等固有風險，效果亦不能與麻醉洗牙比較。

二、現場評估

  • 是否適合進行，須經美容師現場評估，包括配合程度、口腔狀況、健康及行為。
  • 如不適合（包括明顯攻擊性、極度抗拒開口、口腔嚴重發炎、大量出血、牙齒鬆動或健康不宜），本公司有權拒絕、改期或建議轉介獸醫。
  • 客人須於服務前告知已知之牙周病、掉牙、口腔手術、心臟、攻擊或其他健康問題。

三、進行方式、分段與終止

  • 能否一次完成，視乎當日配合程度及口腔狀況。本公司不保證可一次完成全部清潔。若未能一次完成，可分段進行或終止當次服務。
  • 如因攻擊性、極度掙扎、無法安全開口或其他安全理由必須終止，已產生之 HK$200 服務費及接送費仍須收取。
  • 終止後如需繼續，須重新評估及另行預約，費用另計。

四、風險、責任與上限

  • 免麻醉洗牙存在客觀風險，即使小心進行，仍可能出現牙齦出血、無法一次清完、口臭未明顯改善，或因寵物抗拒而須停止。如牙齒本身已鬆動或牙周病較重，過程中亦可能掉牙。上述情況多與原有牙患有關，並不直接等於操作失誤。因此引致之其後獸醫診治及相關醫療費用，由客人承擔。
  • 如經當日紀錄或閉路電視證實，職員未先評估即強行進行、寵物已明顯極度掙扎或大量出血仍不停止，或因明顯不當力度／工具造成與原有牙患無關之額外創傷，則按《美容服務條款與細則》第七條處理，就該次事故最高賠償為港幣 HK$10,000。
  • 本服務不保證消除口臭、改善牙周病、防止掉牙，或達到麻醉洗牙的清潔程度。

五、收費

  • 收費以當日現場評估及實際進行項目為準。
  • 一經開始評估或服務，如因寵物狀況或安全理由終止，HK$200 服務費及已產生之接送費仍須收取。
  • 其後分段時段，費用另計。

六、通知

  • 如客人認為服務導致口腔或身體異常，並擬向本公司提出跟進或索償，須於知悉後 24 小時內通知本公司，且最遲於接回後 4 天內由香港註冊獸醫檢查，並於通知後 7 天內提交報告及單據。逾期未通知、未檢查或未交資料，本公司有權不按本條款受理。
  • 閉路電視之保存、申請查看及 7 天自動刪除，按《美容服務條款與細則》第八條處理。客人如需查看片段，須於該次服務後 7 天內提出。
  • 即使有鏡頭，美容過程須遷就寵物位置及動作，仍可能出現盲點，或因角度、人手及工具遮擋而無法清楚顯示細節。片段僅作輔助核查，並非每宗爭議都能完整還原。如無清晰片段，將按服務紀錄、照片及雙方陳述處理。

These terms supplement the Grooming Terms & Conditions. On dental scaling, these terms prevail. Liability and the cap remain as in Clause 7 of the Grooming Terms. Payment or acceptance of service constitutes agreement. If the Chinese and English versions differ, the English version prevails.

1. Nature of the service

  • This is a cosmetic dental clean. It includes removal of visible tartar from the tooth surface and cleaning of the crown, carried out by a groomer without anaesthesia. It is not veterinary treatment and does not replace a veterinary dental exam, anaesthetic scaling, cleaning below the gumline, extraction, X-ray or periodontal treatment.
  • Staff are not veterinarians and cannot diagnose or treat periodontal disease, bad breath, gingivitis or other dental conditions.
  • The customer understands and accepts that non-anaesthetic scaling carries inherent risks, including bleeding, discomfort, incomplete cleaning, inability to finish in one session and loss of teeth that are already loose, and that the result is not comparable with anaesthetic scaling.

2. Assessment

  • Suitability is decided on the day, having regard to cooperation, the mouth, health and behaviour.
  • If the pet is not suitable (including clear aggression, strong refusal to open the mouth, severe inflammation, heavy bleeding, loose teeth or poor health), the Company may refuse, reschedule or recommend a veterinarian.
  • Known periodontal disease, tooth loss, oral surgery, heart disease, aggression or other health issues must be disclosed before the service.

3. How the service is done

  • Completion in one session is not guaranteed and depends on cooperation and the condition of the mouth that day. If it cannot be finished in one session, it may be staged or stopped.
  • If it must be stopped for aggression, extreme struggling, inability to open the mouth safely or other safety reasons, the HK$200 service fee and any pickup fee remain payable.
  • A later session requires a new assessment and booking, and is charged separately.

4. Risk, liability and cap

  • Non-anaesthetic scaling carries inherent risk. Even when care is taken, gum bleeding, incomplete cleaning, little improvement in breath, or stopping because the pet will not cooperate may occur. Teeth that are already loose or badly affected by periodontal disease may also come out during the service. Those outcomes are often linked to existing dental disease and do not of themselves prove poor technique. Veterinary and related medical costs arising afterwards are borne by the customer.
  • If the day’s records or CCTV show that the service was forced through without a prior assessment, that it continued after clear extreme struggling or heavy bleeding, or that clearly improper force or tools caused extra trauma unrelated to existing dental disease, Clause 7 of the Grooming Terms applies, including the maximum of HK$10,000 for that incident.
  • The service does not guarantee fresher breath, improved periodontal disease, prevention of tooth loss, or the same result as anaesthetic scaling.

5. Fees

  • Fees follow the on-the-day assessment and the work actually done.
  • Once assessment or the service has begun, the HK$200 fee and any pickup fee remain payable if the service is stopped for the pet’s condition or safety.
  • Later staged sessions are charged separately.

6. Notice and CCTV

  • If the customer considers that the service caused an oral or other physical problem and wishes to raise the matter or make a claim, the customer must notify the Company within 24 hours of becoming aware of it, and in any event have the pet examined by a Hong Kong registered veterinarian within 4 days of collection, and submit the report and receipts within 7 days of notice. If notice, examination or documents are late, the Company may decline to handle the matter under these terms.
  • Retention of CCTV, requests to view it and automatic deletion after 7 days follow Clause 8 of the Grooming Terms. A request to view footage must be made within 7 days after the service.
  • Even where cameras are present, the groomer must work around the pet’s position and movement. There may therefore be blind spots, or hands and tools may block the view. Footage is only an aid to review and will not reconstruct every dispute in full. If clear footage is not available, the matter will be reviewed on the service record, photos and the accounts of both parties.

感謝客人選用本公司接送服務。使用本服務即代表客人已閱讀、明白並同意遵守本條款。本條款備有中英文版本，如有歧義，以英文版本為準。本條款可與《美容服務條款與細則》一併適用；如有重疊，就接送事宜以本條款為準。

一、服務時間與範圍

  • 接送服務時間為每日上午 8:45 至下午 5:00。所有預約、接送及交收請於此時間內完成。超時要求或未能安排；特殊情況請提前聯絡，本公司會按當日情況盡力協助。
  • 除白金會員外，接送優惠適用於香港島；九龍及新界區已包含隧道費用。
  • 所有接送均為來回服務，即使只用單程亦按來回計算。若來回地區不一致，以較遠區域收費。
  • 接送僅限約定地點交收，不包括入屋。司機只會在地面、車輛可合法停泊的地點等候。若指定地址未能合法停車，請客人帶寵物至附近可上落的地點。
  • 車輛及司機由本公司按當日車隊及人手調配，暫未能接受指定車輛或指定司機。
  • 本公司不提供保姆跟車。如需保姆隨車或於上落點協助，將加收 HK$100。

二、預約、更改與取消

  • 請於出發前至少 48 小時預約，並視乎當日車輛排期而定。請提供當次接送及送回地址。
  • 預定接送前 24 小時內不得更改時間或地址。如仍需更改，本公司可能無法配合，或按取消處理；該次費用不獲退還，已用套票次數亦不補回。提早或延遲同樣須至少於 24 小時前提出，本公司會盡力安排，惟不保證可以配合。
  • 如取消、未能交收或缺席，該次接送費用仍須收取，或扣除套票當次次數。

三、接送當日安排

  • 司機出發前會致電或發訊息通知，確認接通後才出發。請保持電話暢通，並提前到達指定地點。
  • 司機抵達後最多等候 15 分鐘。若未能聯繫客人，或寵物未能上車，車輛將前往下一站；該次費用仍須收取，或扣除套票當次次數，並請客人自行安排往返。
  • 接送車輛車廂內不設閉路電視。道路行駛或另有行車記錄儀，僅用於交通意外核查，並不錄影寵物在車廂內的全程狀況。如有爭議，將按當時可取得之紀錄、司機報告及雙方陳述處理。
  • 接送過程沒有專業醫療或照料人員隨車。司機須專注道路，無法全程觀察或照料每隻寵物。暈車、嘔吐、焦慮、應激、年長或疾病等屬寵物自身狀況。客人應自行衡量是否適合使用本服務。除證實屬重大疏忽外，因此出現之不適及醫療費用由客人承擔。

四、交收安全

  • 請於約定地點親手交收寵物。
  • 貓隻請置於寵物袋或籠箱內。犬隻請佩戴穩固胸帶或頸圈，並以牽繩牽引。
  • 如因寵物掙扎、未戴牽繩／未置於籠袋、籠門鬆脫、牽繩斷裂，或交收時未有看管而走失或受傷，相關責任及費用由客人承擔。
  • 交收時，客人本人或其授權代接人（包括家人、家傭或朋友）均有責任即時檢查寵物狀況。由代接人交收，即視為客人本人交收。通知及索償時限由該次交接起計算，不因代接人並非主人本人而延長。

五、健康、行為與清潔

  • 請事先告知寵物是否暈車、有攻擊性、恐懼、護食或傳染病。若接送時出現明顯攻擊性，或有傳染風險，本公司或須暫停該次接送，已產生費用仍須支付。
  • 如寵物於車內失禁、嘔吐、損壞籠箱，或身上有跳蚤、牛蜱、傳染性皮膚病，將收取清潔費 HK$200。請盡早告知；即使當日才發現，清潔費仍須收取。

六、意外、交通安排與賠償

  • 運送期間如發生交通意外或寵物不適，本公司會即時通知客人，並視情況送往就近獸醫診所。
  • 如意外涉及其他車輛，本公司會報警、保存行車記錄及現場資料，並在合理範圍內協助客人向責任方或其保險公司了解及追討。
  • 除證實屬本公司職員未按標準程序操作或重大疏忽直接引致外，相關醫療及衍生費用由客人承擔。
  • 即使本公司被認定須負責，亦僅限該次事故直接引致之受傷部位的合理直接獸醫診治費用，並以傷害發生後 7 天內已開始之必要治療為限；就該次事故最高賠償總額為港幣 HK$10,000。與該次受傷部位無關之檢查、治療、舊患或後續護理，以及間接損失或精神損害賠償，本公司概不負責。
  • 如因其他車輛碰撞等第三者交通意外導致寵物受傷，在責任或保險理賠尚未確定前，客人或須先行支付醫療費用。本公司會報警、保存行車記錄並協助跟進，惟未能保證對方或其保險公司必定作出賠償。
  • 如遇交通擠塞、道路封閉、車輛故障、惡劣天氣（包括 8 號或以上熱帶氣旋警告、黑色暴雨警告）或其他突發情況，接送可能延誤、改期或取消。本公司會盡快通知客人，但不承擔因此產生之延誤責任。
  • 如客人認為接送導致寵物受傷或身體異常，並擬向本公司提出跟進或索償，須於知悉後 24 小時內通知，且最遲於接回後 4 天內由香港註冊獸醫檢查，並於通知後 7 天內提交報告及單據。逾期本公司有權不按本條款受理。

七、其他

  • 本公司可按營運需要更新本條款，於官方渠道公布後生效。
  • 本公司發出之訊息，一經發送即視作送達。
  • 完整條款可於本店網站查閱。本公司會在客人首次使用接送前以 WhatsApp 發送本條款。其後再次使用，即使未再另行發送，亦繼續受當時有效之條款約束。使用本服務即代表同意本條款。

Thank you for using our pickup and drop-off service. Use of this service means the customer has read, understood and agreed to these terms. These terms are issued in Chinese and English. If there is any inconsistency, the English version prevails. These terms may apply together with the Grooming Terms & Conditions. If there is any overlap, these terms prevail on pickup and drop-off matters.

1. Service Hours and Scope

  • The service operates daily from 8:45 a.m. to 5:00 p.m. All bookings and handovers should be completed within these hours. Requests outside these hours may not be arranged. For special circumstances, please contact us in advance and we will try to assist subject to that day’s operations.
  • Except for Platinum members, discounted rates apply to Hong Kong Island. For Kowloon and the New Territories, tunnel tolls are included.
  • All bookings are charged as a round trip, including one-way use. If the collection and return areas differ, the charge is based on the farther area.
  • Handover takes place only at the agreed meeting point and does not include entry into any premises. The driver will wait only at ground level where the vehicle may lawfully stop. If the specified address does not permit lawful stopping, the customer shall bring the pet to a nearby lawful boarding point.
  • Vehicles and drivers are assigned according to the fleet and staffing on the day. A specified vehicle or driver cannot be requested.
  • An attendant does not travel with the vehicle as part of the standard service. If an attendant is required in the vehicle or at the handover point, an additional charge of HK$100 applies.

2. Booking, Changes and Cancellation

  • Please book at least 48 hours before departure, subject to vehicle availability that day. Both the collection and return addresses must be provided.
  • The time or address may not be changed within 24 hours before the scheduled service. If a change is still requested, the Company may be unable to accommodate it or may treat the booking as cancelled. The fee will not be refunded and any package session used will not be reinstated. Requests to advance or delay the service must also be made at least 24 hours in advance. The Company will try to arrange this, but cannot guarantee that the request can be met.
  • If the service is cancelled, handover cannot be completed, or the customer fails to attend, the fee remains payable, or the relevant package session will be deducted.

3. Arrangements on the Day

  • The driver will call or message before departure and will leave only after the call is connected. Please keep your phone available and arrive at the agreed point in advance.
  • After arrival, the driver will wait for a maximum of 15 minutes. If the customer cannot be reached, or the pet cannot board, the vehicle will proceed to the next stop. The fee remains payable, or the relevant package session will be deducted, and the customer shall arrange transport.
  • There is no CCTV inside the pet cabin. Any dashcam is used for driving and for investigating traffic accidents only. It does not record the pet throughout the journey. Any dispute will be reviewed on the records then available, the driver’s report and the accounts of both parties.
  • No professional medical or care staff travel with the vehicle. The driver must concentrate on the road and cannot continuously observe or care for each pet. Motion sickness, vomiting, anxiety, stress, old age and illness are conditions of the pet. The customer should consider whether the pet is suitable for this service. Except where gross negligence is established, related illness and veterinary costs are borne by the customer.

4. Handover and Safety

  • The pet must be handed over and collected in person at the agreed meeting point.
  • Cats must be placed in a carrier or crate. Dogs must wear a secure harness or collar and be kept on a leash.
  • If the pet escapes or is injured because it struggles, is not on a leash, is not in a carrier, a crate door comes loose, a leash breaks, or it is unsupervised during handover, the related responsibility and costs are borne by the customer.
  • At handover, the customer or an authorized collector (including a family member, domestic helper or friend) must inspect the pet at once. Collection by an authorized person is treated as collection by the customer. Notice and claim time limits run from that handover and are not extended because the collector is not the owner.

5. Health, Behaviour and Cleaning

  • Please disclose in advance motion sickness, aggression, fear, food guarding or infectious disease. If the pet shows clear aggression during transport, or presents an infection risk, the Company may suspend the trip. Charges already incurred remain payable.
  • If the pet soils or vomits in the vehicle, damages a crate, or has fleas, ticks or an infectious skin condition, a cleaning fee of HK$200 applies. Please tell us as early as possible. The fee remains payable even if the condition is only found on the day.

6. Accidents, Traffic and Liability

  • If a traffic accident occurs or the pet becomes unwell during transport, the Company will notify the customer promptly and, where appropriate, take the pet to a nearby veterinary clinic.
  • If another vehicle is involved, the Company will report the matter to the police, keep dashcam footage and scene information, and, within a reasonable scope, assist the customer in making enquiries of and pursuing a claim against the responsible party or their insurer.
  • Except where the incident is established to have been caused directly by staff failing to follow standard procedures or by gross negligence, related veterinary and incidental costs are borne by the customer.
  • If the Company is held liable, liability is limited to reasonable and direct veterinary costs for the injured body part caused by that incident, and only for necessary treatment commenced within 7 days of the injury. The maximum for that incident is HK$10,000. The Company is not liable for examinations, treatment, pre-existing conditions or follow-up care unrelated to that body part, or for indirect loss or damages for pain and suffering.
  • If the pet is injured in a third-party traffic accident, including a collision involving another vehicle, the customer may be required to pay veterinary costs first pending determination of liability or insurance recovery. The Company will report the matter to the police, keep dashcam footage and assist in following up, but does not guarantee that the other party or their insurer will pay.
  • In the event of traffic congestion, road closure, vehicle breakdown, severe weather (including Tropical Cyclone Warning Signal No. 8 or above, or a Black Rainstorm Warning) or other unforeseen circumstances, the service may be delayed, rescheduled or cancelled. The Company will notify the customer as soon as practicable, but is not responsible for loss arising from such delay.
  • If the customer considers that transport caused injury or abnormality and wishes to raise the matter or make a claim, the customer must notify the Company within 24 hours of becoming aware of it, and in any event have the pet examined by a Hong Kong registered veterinarian within 4 days of collection, and submit the report and receipts within 7 days of notice. If notice, examination or documents are late, the Company may decline to handle the matter under these terms.

7. General

  • The Company may update these terms as required for its operations. Updates take effect when published through official channels.
  • Messages sent by the Company are deemed received when sent.
  • The full terms are available on the Company’s website. The Company will send these terms by WhatsApp before the customer’s first use of the service. Later use remains subject to the terms then in force, even if the terms are not sent again. Use of the service constitutes agreement to these terms.

顧客在繳付酒店住宿費用前必須詳閱並簽署 【PET HK 酒店住宿條款與細則】及如實填寫【PET HK 酒店住宿入住表格】。顧客在繳付酒店住宿費後，即代表顧客明白及同意遵守 PET HK 條款與細則及入住的各項協議。

預約需知

  • 本店每天入住時間為 14:00 - 19:00，退房時間為 10:00 - 12:00。提早入住或延遲退房將收取每小時港幣80元的寵物託管費。
  • 訂房日期確定後的 2 天內需繳付全部酒店住宿費用之總數，如未有繳付酒店住宿費用，PET HK 有權取消訂房而無需另外通知。
  • 入住 14 天前可免費更改訂房日期一次，不足 14 天內更改需額外收取酒店住宿費用的 20% 為手續費。
  • 顧客需要提早預約入住及退房日期及/或時間。如需變更入住或退房日期及/或時間，請於原定時間的一星期前提出要求，我們會視乎實際供應情況而定。
  • 由於預約房間已作留位之用，在入住日 14 天或之前通知取消訂位的可退回 50% 酒店費用。14 天内通知取消訂位的將不獲任何退款。提前退宿亦不予退款。任何酒店費用亦不能換取積分/商品。
  • 顧客同意假期前後可能會出現附加費用，PET HK 有權不時更改酒店住宿費用及其他服務費用而無需另行通知。若更改日期，附加費用將不予退還。
  • 顧客需要在入住首天繳付 HK$1,000.00 現金為緊急情況備用金 (不得使用 PET HK 套票積分)。備用金會將於辦理退房時退回未用部分。
  • 所有非 PET HK 住宿、美容、貨品及服務之費用，均不可使用 PET HK 套票積分扣除。
  • 本店不會清洗任何攜帶之寵物個人物品 (除狗碗外)。如需本店協助清洗，將會收取每件物品每次 $150 的費用，並會於備用金內扣除。
  • 本店免費提供的狗墊，使用後如有損毁需照價賠償。
  • 入住前基於衛生問題，職員會評估寵物是否需要先沖涼，如需要則按美容服務收費。

寵物入住前需知

為確保閣下寵物的健康及安全，入住的寵物均必須要符合以下的要求：

  • 犬隻必須完成接種 3 次 DHPPiL 疫苗，成年犬隻需接種每年一次 DHPPiL 加強疫苗。貓隻必須完成接種 3 次 FVRCP 疫苗，成年貓隻需接種每年一次 FVRCP 加強疫苗。
  • 犬隻必須在入住前的三年內接種預防瘋狗症注射。
  • 顧客必須於寵物入住前提供以上相關有效疫苗證明。
  • 顧客必須確保寵物已植入晶片，並需於入住前提供晶片有效紀錄正本。
  • PET HK 建議顧客為犬隻在入住前最少 10 天完成注射狗房咳預防針。
  • 寵物需注射心絲蟲疫苗，或定期使用心絲蟲藥品。(認可品牌：HeartGuard / Heska / Bravecto)
  • 寵物入住前必須完成滴杜蝨藥水，顧客需拍下滴藥過程或提供藥水空樽以作證明。如未能提供，客人可自備或於本店購買並在入住前進行杜蚤後方可入住。(認可品牌：Frontline/ Revolution/ Selehold/ Nexgard / Broadline / Drontal / Profender / Stronghold)
  • 入住寵物年齡必須為 6 個月或以上。
  • 若入住寵物年齡達 10 歲或以上，需出示 1 個月內註冊獸醫身體檢查證明。若未能提供，本店可為寵物於入住前安排到（半山獸醫中心）進行身體檢查，經註冊獸醫認可其健康狀況後，方可酒店住宿於本店。入住寵物可享有優惠價 (HK$250.00) 的註冊獸醫檢查費用。
  • 本店不接受未滿 6 個月、懷孕中、手術後不足 14 天、需特殊醫療照顧、患有傳染病或長期病患之寵物入住。因上述狀況需長時間得到專人照顧，顧客應選擇有 24 小時醫療照顧之註冊獸醫診所暫託。若顧客入住前沒有如實申報，而入住後被發現以上相關狀況，PET HK 有權安排寵物到註冊獸醫診所暫託。一切衍生費用由顧客全部承擔，亦不會退還任何已繳付的酒店住宿費用。
  • 犬隻傳染病包括但不限於腸病毒、腸炎、狗房咳、狗瘟、支氣管炎、肝炎、心絲蟲、瘋狗症、癬、真菌。
  • 貓隻傳染病包括但不限於感冒、白血病、愛滋、貓瘟、貓癬。
  • 若寵物對人或其他寵物具有攻擊性或類似情況，顧客於預約時如實告知，PET HK 職員會盡力配合及照顧。如若未有詳盡告知或蓄意隱瞞情況下導致美容師、護理員或在場其他人受到傷害，顧客需負責一切法律責任及賠償一切醫療及經濟損失，絕無異議。

Before proceeding with the payment of the hotel fee, it's essential that you have read and signed the [PET HK - Hotel Accommodation Terms and Conditions]. Additionally, please truthfully fill in the [PET HK - Hotel Check-in Form]. Upon payment of the hotel fee, you confirm that you have understood and agreed to abide by PET HK's terms and conditions and various hotel agreements.

Reservation

  • Our daily check-in time is 14:00-19:00, and check-out time is 10:00-12:00. Early check-in or late check-out shall incur a hosting fee of HK$80 per hour.
  • The total hotel fee must be paid within 2 days after the booking being confirmed. PET HK reserves the right to cancel the booking without further notice if the hotel fee is not paid in full.
  • You can change your booking once free of charge 14 days before the check-in date. Any changes of the booking within 14 days before the check-in date shall incur an additional handling fee equivalent to 20% of the total hotel fee.
  • It's crucial to agree on the check-in date and check-out date in advance. If you anticipate a need to change your check-in or check-out date, customers must submit their requests at least 7 days prior to the original check-in date/ check-out date and is subject to availability.
  • Since all rooms are reserved exclusively for customers upon booking being made, 50% of the hotel fee shall be refunded if you cancel the booking no less than 14 days prior to the check-in date. No refund shall be made for cancellations made less than 14 days prior to the check-in date. There will be no refund for early check-out. Hotel fees cannot be redeemed for points/merchandise.
  • Customers agree that additional fees may be chargeable prior to and after holidays, and PET HK reserves the right to change prices for rooms and services without further notice. The additional fee will not be refunded for any change of date.
  • Customers are required to pay HK$1,000 per pet staying at the hotel, in cash as an emergency fund on the check-in date (package points cannot be used). The unused portion of the reserve fund will be refunded upon check-out.
  • Packages points cannot be used to deduct any non-PET HK expenses.
  • Our store will not clean any personal belongings of the hotel pets (except bowls). If customers requests us to clean the belongings, a cleaning fee of HKD$150 per item will be charged, which will be deducted from the emergency fund.
  • The dog mats provided by our store are free of charge. If there is any damage after use, compensation will be charged according to the price.
  • Based on hygiene issues before check-in, the staff will assess whether the pet needs to take a shower first, and if so, grooming services will be charged.

Pet Pre-Hotel Requirement

To ensure the health and safety of your pet, all pets staying at the hotel must meet the following requirements:

  • Dogs must be vaccinated with the DHPPiL vaccine (Distemper, Hepatitis, Parvovirus, Parainfluenza, and Leptospirosis) three times, and adult dogs must receive a DHPPiL booster vaccine once a year. Cats must be vaccinated with the FVRCP vaccine (Feline Viral Rhinotracheitis, Calicivirus, and Panleukopenia) three times, and adult cats must receive an FVRCP booster vaccine once a year.
  • Dogs must be vaccinated against rabies within the three years leading up to their reservation.
  • Customers must present a valid vaccination certificate for their pet at the time of check-in. This certificate should clearly state the type of vaccine, the date of administration, and the duration of its validity.
  • Customers must ensure that their dog has been microchipped and provide the original record before check-in.
  • PET HK recommends customers to vaccinate their dogs against kennel cough at least 10 days before check-in.
  • Dogs will need to be vaccinated against heart worm or taking heart worm medication regularly. (Approved brands: HeartGuard / Heska / Bravecto)
  • Pets must complete the application for lice drops before their hotel stay. Customers are required to take photos of the dripping process as proof. If it cannot be provided, customers can bring their own or purchase it at our store and will need to be applied prior to check-in. (Approved brands: Frontline / Revolution / Selehold / Nexgard / Broadline / Drontal / Profender / Stronghold)
  • The minimum age for pets staying at the hotel is 6 months.
  • Within one month of the hotel stay date, pets that will be ten years of age or older must submit a certificate of veterinarian medical examination. Our company can make arrangements for your pet's physical examination at the (Mid-Levels Veterinary Centre) at your convenience. Only after the veterinarian approves its health condition can it stay at our hotel. Hotel pets will be able to enjoy a discounted rate of HKD$(250.00) for the veterinary consultation.
  • Rest assured, PET HK maintains strict health and safety standards. We do not accept pets under 6 months old, pregnant, less than 14 days after surgery, requiring special medical attention, or suffering from infectious diseases or chronic diseases. These conditions require dedicated care for a long time, and we believe it's best for them to be in a veterinary clinic with 24-hour medical care for temporary care. If the customer fails to declare these conditions before check-in and these conditions are discovered afterwards, PET HK has the right to arrange for the pet to be temporarily taken to a medical clinic. The customer will bear all derivative costs, and PET HK will not refund any of the accommodation fees.
  • Canine infectious diseases include but are not limited to enterovirus, enteritis, kennel cough, canine distemper, bronchitis, hepatitis, Heart Worm, rabies, ringworm and fungus.
  • Feline infectious diseases include but are not limited to colds, leukemia, AIDS, feline plague and ringworm.
  • Customers must be honest if their pet is hostile towards people or other pets, or if it has experienced a similar circumstance. PET HK staff will do their utmost to assist and take care of the pet. Suppose that the beautician, carer, or other individuals suffer injuries as a result of insufficient notification or concealment. In that case, the customer must compensate for all medical and economic losses without objection.