These Terms & Conditions ("Terms") apply to all services provided and all products sold by Noble Canine Oasis (the "Company", "we", "us", "our") to any customer ("you", "your", "Client"). By making a booking, purchasing a product, enrolling in a programme, entering our premises, or using our services, you agree to be bound by these Terms and the policies in the Appendices.

 

1. Definitions

1.1 "Dog" means any dog presented by you for services.

1.2 "Services" includes (without limitation) daycare, training, behaviour consultations, group classes, Daycare & Train, hydro pool sessions, grooming, transport, events, facility use (if offered), online services, and any ancillary services.

1.3 "Products" includes retail items sold in-store or online.

1.4 "Booking" means any reservation for Services, whether made online, in writing, by phone, or in person.

1.5 "Facility" means our premises and any associated areas we control or use to provide Services.

2. Contracting entity and changes to Terms

2.1 The contract for Services and Products is between you and the Company.

2.2 We may update these Terms at any time. The version posted on our website (or provided at point of sale) at the time of your Booking or purchase applies.

3. Eligibility and owner responsibilities

3.1 You warrant that you are the legal owner of the Dog or have full authority from the legal owner to enter into these Terms.

3.2 You warrant that all information you provide is accurate, complete, and not misleading, including behaviour history, bite history, medical conditions, medication, and vaccination status.

3.3 You remain responsible for your Dog at all times except when the Dog is physically in our custody and control as part of a booked Service.

3.4 You agree to comply with all Facility rules, staff instructions, safety protocols, and handling requirements.

4. Health, vaccination, parasites, and fitness for Services

4.1 You must ensure your Dog is fit, healthy, and suitable for the relevant Service. We may refuse service at our discretion if we consider a Dog unwell, injured, contagious, or otherwise unsuitable.

4.2 You must provide up-to-date vaccination records as required by us, including any boosters. We may change requirements depending on operational risk, veterinary guidance, and regulatory expectations.

4.3 Dogs must be free from contagious illness and parasites. If your Dog arrives with fleas, ticks, contagious symptoms, or suspected infectious disease, we may refuse entry, isolate, and/or require immediate collection. Any associated costs are payable by you.

4.4 Where a Dog is elderly, has a pre-existing medical condition, has limited mobility, or is on medication, you accept that participation may carry increased risk. You must disclose this in advance.

5. Behaviour, suitability, and right to refuse

5.1 We operate a welfare-first, safety-first environment. Not all dogs are suitable for all services.

5.2 We may refuse, suspend, or terminate Services immediately (without refund) where, in our reasonable opinion, a Dog: (a) poses a safety risk to staff, other dogs, visitors, or itself; (b) displays unsafe aggression, sustained distress, or inability to settle; (c) cannot be handled safely with our protocols; or (d) materially disrupts safe operations.

5.3 We are not obliged to provide detailed behavioural justification beyond our decision that the Dog is unsuitable or unsafe.

5.4 If we require early collection for welfare or safety reasons, you must arrange collection promptly. Additional charges may apply.

6. Bookings, deposits, payment, and pricing

6.1 Bookings are confirmed only when accepted by us and, where required, paid in full or secured by deposit.

6.2 Prices are as published or as quoted and may change without notice, but confirmed Bookings will be honoured at the agreed price unless there is a clear pricing error.

6.3 We may require card-on-file or prepayment for some Services.

6.4 Late payment may result in cancellation, refusal of service, and/or suspension of packages. We reserve all rights to recover unpaid sums.

7. Cancellations, rescheduling, no-shows, and late arrivals

7.1 A minimum 24-hour cancellation window applies to all Services unless we publish a longer window for a specific service or event. Cancellations within 24 hours of the scheduled start time, and no-shows, may be charged in full and/or deducted from packages at our discretion.

7.2 Late arrival may result in reduced service time with no reduction in fee, or refusal of service where it compromises safety or scheduling.

7.3 We may cancel or reschedule due to operational requirements, safety, weather, staff illness, facility issues, or events outside our control. Where we cancel, you will be offered a reschedule or credit, and this will be your sole remedy, to the fullest extent permitted by law.

8. Packages, credits, and expiry

8.1 Packages are non-transferable unless we approve otherwise in writing.

8.2 Package expiry is stipulated on each package at the time of purchase. Unused sessions after expiry are forfeited unless we agree otherwise in writing.

8.3 Credits have no cash value and are not refundable unless required by applicable law.

8.4 We may suspend package validity where your Dog is unfit to attend, or where attendance would be unsafe or contrary to welfare.

9. Drop-off, pick-up, abandonment, and late collection

9.1 You must drop off and collect your Dog during designated hours.

9.2 Late collection fees apply. Late fees and any grace periods are stipulated within the Daycare Rules and Transport Policy (Appendices A and B).

9.3 If you fail to collect your Dog and cannot be contacted, we may take reasonable steps for welfare, including veterinary care or third-party accommodation. All costs are payable by you.

9.4 If a Dog is uncollected for an extended period, we may treat this as abandonment and take further action consistent with animal welfare and applicable law.

10. Veterinary treatment authorisation

10.1 You authorise us to seek veterinary care for your Dog where we reasonably believe it is necessary for health, welfare, or safety.

10.2 You authorise the veterinarian to administer treatment as advised, including sedation, diagnostics, and emergency procedures.

10.3 You agree to pay all veterinary costs and associated transport/handling costs.

10.4 We will use reasonable efforts to contact you, but inability to reach you will not prevent necessary treatment.

11. Risk acknowledgement and assumption of risk

11.1 You acknowledge that working with animals involves inherent risks, including scratches, bites, minor injuries, transmission of parasites or illness, stress responses, property damage, and behavioural incidents.

11.2 You accept these inherent risks and agree that participation is at your own risk, subject always to our obligation not to exclude liability where unlawful to do so.

12. Limitation of liability

12.1 To the fullest extent permitted by law, we exclude all liability for indirect, special, incidental, or consequential loss, including loss of use, loss of enjoyment, emotional distress, loss of income, or loss of opportunity.

12.2 To the fullest extent permitted by law, our total aggregate liability for any claim arising out of or in connection with Services or Products (whether in contract, tort, negligence, breach of statutory duty, or otherwise) shall not exceed the amount paid by you for the specific Service or Product giving rise to the claim.

12.3 Nothing in these Terms limits liability that cannot be excluded by law (including, where applicable, liability for death or personal injury caused by negligence, fraud, or other non-excludable matters).

13. Indemnity

13.1 You agree to indemnify and hold harmless the Company, its directors, employees, trainers, contractors, and agents against all claims, losses, liabilities, costs, and expenses (including legal fees) arising from: (a) your breach of these Terms; (b) any misrepresentation or omission in the information you provide; (c) the behaviour of your Dog, including injury or damage caused by your Dog to any person, dog, property, or the Facility; and (d) your failure to follow instructions, handling protocols, or safety requirements.

14. Property damage

14.1 You are responsible for damage caused by you or your Dog to the Facility, equipment, vehicles, or third-party property, fair wear and tear excepted.

14.2 We may charge repair or replacement costs.

15. Force-free handling policy

15.1 We operate using modern, welfare-led, force-free handling and training methods. We do not provide aversive or punitive training.

15.2 You agree not to use aversive tools or methods on the premises (including prong collars, choke chains, or similar) unless explicitly permitted by us for controlled safety handling, and only under staff instruction.

15.3 While using our Facility (including during any bookings, classes, events, private hire, or visits), only force-free handling and training methods may be used. Any person found, in our reasonable opinion, to be using non-force-free methods will be required to stop immediately and may be asked to leave the Facility. Where we ask you to leave for this reason, no refund, credit, or reschedule will be provided.

15.4 "Force-free" means methods that prioritise welfare and do not employ physical force, fear, compulsion, intimidation, or coercion (whether intended or implied), and do not inflict pain or cause unnecessary distress. This includes (without limitation) any use or threatened use of aversive handling, punishment-based techniques, or equipment designed to cause pain, discomfort, or fear. We may, at our discretion, require specific safety handling measures where necessary to protect welfare and safety.

Service-Specific Terms

16. Daycare

16.1 Daycare is provided at our discretion subject to suitability, group compatibility, and welfare considerations.

16.2 We may rotate Dogs through groups, rest areas, enrichment activities, and separate zones as we deem appropriate.

16.3 You accept that Dogs may receive minor superficial injuries during normal dog interaction (for example, small scratches). We will take reasonable steps to prevent incidents but cannot guarantee zero incidents.

16.4 If your Dog is assessed as unsuitable for group daycare, we may recommend alternatives. Refusal is not a breach on our part.

17. Transport (Pick-up and drop-off)

17.1 Transport is subject to route availability, timing, and safe handling suitability.

17.2 You must ensure your Dog is ready at the agreed time and that an authorised person is available for handover.

17.3 If access is delayed or the Dog cannot be collected or delivered safely, we may leave and reschedule at your cost.

17.4 We may use crates, restraints, and handling protocols for safety.

17.5 We are not liable for delays due to traffic, weather, road closures, security procedures, or events outside our control.

17.6 Late fees may apply for missed handovers, delayed access, or late collections. The details are stipulated within the Transport Policy (Appendix B).

18. Daycare and Train

18.1 Training outcomes depend on consistency, the Dog’s history, health, and your follow-through. We do not guarantee results.

18.2 We may modify the training plan for welfare, safety, and progress.

18.3 Training delivered during the day does not replace owner practice. You remain responsible for implementing guidance at home.

19. Private Training and Behaviour Consultations

19.1 Our services provide coaching, assessment, training, and behaviour modification support. They are not veterinary services and do not replace veterinary diagnosis or treatment.

19.2 Behaviour change is not linear. We do not guarantee elimination of behaviours or specific timeframes.

19.3 You agree to disclose any bite history and risk incidents. Failure to disclose is grounds for immediate termination without refund.

19.4 You accept that behaviour work can involve exposure to triggers under controlled conditions, and you consent to us setting safety rules including equipment requirements.

19.5 You are responsible for safe management between sessions.

20. Group Classes

20.1 Group classes require adherence to safety rules, including equipment requirements and handling protocols.

20.2 Dogs showing unsafe behaviour may be removed from class without refund where necessary for safety or welfare. We may offer alternatives at our discretion.

20.3 You are responsible for keeping your Dog within your control at all times.

21. Hydro Pool

21.1 Pool sessions are subject to suitability, hygiene requirements, and safe handling.

21.2 You accept that swimming carries inherent risks including fatigue, panic, slips, or minor injuries.

21.3 We may end a session early if we believe it is unsafe or not in the Dog’s welfare interests.

21.4 A wash station is available on-site for rinsing after pool use. Use is subject to Facility rules and availability.

21.5 You must disclose any medical condition that could impact swimming safety (including heart conditions, respiratory issues, mobility constraints, open wounds, ear infections, or skin issues).

22. Grooming

22.1 Grooming involves tools and handling that can be stressful for some dogs. You accept inherent risks including minor nicks, clipper irritation, mat removal discomfort, and stress behaviours.

22.2 We may refuse or stop grooming if a Dog is too distressed or unsafe to handle.

22.3 Severe matting may require clipping short for welfare reasons. We will not prioritise aesthetics over welfare.

22.4 Where a Dog cannot be groomed safely with humane handling, we may recommend behavioural grooming support, a staged plan, or referral to veterinary grooming.

22.5 You must disclose skin conditions, allergies, past grooming incidents, bite history, and handling sensitivities.

23. Events and Parties

23.1 Events require compliance with rules, supervision expectations, and safety boundaries.

23.2 You are responsible for your Dog’s suitability for event environments.

23.3 We may refuse entry or require removal if a Dog is unsafe, overly distressed, or disruptive.

23.4 We are not responsible for loss or damage of personal items during events.

Product and Online Terms

24. Retail Products

24.1 Products are sold subject to availability.

24.2 Unless required by law, all sales are final for consumables (including treats and chews) once opened.

24.3 Returns for non-consumables may be accepted only if unused, in original packaging, and within the timeframe set out in the Refund and Returns Policy (Appendix D), with proof of purchase, and at our discretion.

24.4 You are responsible for choosing appropriate products for your Dog. We do not guarantee suitability or outcomes.

24.5 Product use is at your own risk. Always supervise chewing and follow manufacturer guidance.

25. Online services and digital content

25.1 Online consults, programmes, webinars, and digital resources are provided for education and coaching purposes.

25.2 You are responsible for implementing advice safely. If you are unsure, seek in-person support.

25.3 Digital content is licensed, not sold. You may not copy, share, reproduce, resell, or distribute without written permission.

25.4 We do not guarantee outcomes from online services due to the limitations of remote assessment.

General Provisions

26. Photography, videography, and marketing consent

26.1 We may take photos and videos on the premises for safety, training review, quality control, and marketing.

26.2 By using our Services or entering our Facility, you grant us permission to use images or video of your Dog (and you, where incidentally captured) for our marketing materials without compensation, unless you opt out in writing before service delivery.

26.3 If you opt out, we will use reasonable efforts to comply, but cannot guarantee exclusion where you or your Dog appear incidentally in background footage.

27. Data protection

27.1 We collect and use personal data in accordance with applicable Singapore data protection law (including the PDPA) and our Privacy Policy (Appendix E).

27.2 You consent to us contacting you regarding bookings, service updates, safety notices, and marketing, subject to your opt-out rights.

28. Facility rules and safety

28.1 You must follow staff instructions, signage, and safety procedures.

28.2 Children must be supervised at all times.

28.3 Dogs must be on lead unless instructed otherwise by staff.

28.4 We may refuse entry to any person behaving unsafely, aggressively, or disrespectfully.

29. Complaints and disputes

29.1 If you have a complaint, you must notify us promptly and provide sufficient details to investigate.

29.2 You agree to attempt good faith resolution with us before commencing proceedings, unless urgent relief is required.

30. Governing law and jurisdiction

30.1 These Terms are governed by the laws of Singapore.

30.2 The courts of Singapore shall have exclusive jurisdiction, subject to any mandatory consumer protection provisions.

31. Severability

31.1 If any provision is found unenforceable, the remainder of the Terms remain in force and effect.

32. Entire agreement

32.1 These Terms, together with any written policies referenced (including booking policies and Facility rules), constitute the entire agreement between you and the Company in relation to Services and Products.

 

 

Appendices (Policies)

The following policies form part of these Terms and should be read together. Where a policy conflicts with the Terms, the stricter safety or welfare requirement applies, unless prohibited by law.

Appendix A: Daycare Rules and Code of Conduct

Purpose: To set out operational rules for daycare attendance, suitability, drop-off and pick-up windows, late collection fees, grouping, exclusion criteria, and incident handling.

Status: Internal working draft. Complete and publish the final version on the website and in the booking flow.

Key sections to include (minimum):

- Eligibility and trial process

- Drop-off and pick-up windows

- Late collection fees and grace periods

- Health and vaccination requirements

- Behaviour and safety criteria, including removal and early collection rules

- Belongings, feeding instructions, and medication handling

- Incident reporting and escalation

- Client conduct expectations

Appendix B: Transport Policy

Purpose: To define booking windows, route planning, handover requirements, late fees, access delays, safety restraints or crating, and refusal rules.

Status: Internal working draft. Complete and publish the final version on the website and in the booking flow.

Key sections to include (minimum):

- Service areas and availability

- Pick-up and drop-off windows

- Handover requirements and authorised persons

- Late fees and missed handover charges

- Access rules (condo security, parking, waiting limits)

- Vehicle safety, restraint and crating standards

- Dog suitability, including handling and bite history disclosures

- Delays and force majeure

Appendix C: Cancellation Policy

A minimum 24-hour cancellation window applies to all Services unless a longer window is published for a specific service or event. Cancellations within 24 hours and no-shows may be charged in full and/or deducted from packages.

Add service-specific rules here if you later decide to implement longer windows (for example for events, courses, or peak periods).

Appendix D: Refund and Returns Policy (Retail Products)

Purpose: To set out what can be returned, timeframes, condition requirements, and exclusions for consumables.

Status: Internal working draft. Complete and publish the final version on the website and at point of sale.

Key sections to include (minimum):

- Consumables: no returns once opened (unless required by law)

- Non-consumables: return window, unused condition, original packaging, proof of purchase

- Refund method and processing time

- Exclusions and hygiene reasons

- Faulty goods process

Appendix E: Privacy Policy (PDPA)

Purpose: To explain how we collect, use, disclose, retain, and protect personal data in compliance with the PDPA.

Status: Internal working draft. Complete and publish the final version on the website.

Key sections to include (minimum):

- What data we collect

- Why we collect it

- How we use and disclose it

- Retention and security

- Access and correction requests

- Marketing consent and opt-out

- Data protection officer contact details

Appendix F: Media Release and Opt-Out

Purpose: To document client consent for use of images and videos for marketing, and to provide an opt-out mechanism.

Status: Internal working draft. Implement as a checkbox in the booking flow plus a written opt-out channel.

Minimum wording should include: consent scope, channels used, duration, and opt-out instructions.

Appendix G: Incident and Veterinary Authorisation Form

Purpose: To obtain clear client authorisation for veterinary treatment in emergencies and to define escalation steps.

Status: Internal working draft. Implement as part of onboarding and keep on file.

Key sections to include (minimum):

- Owner and emergency contact details

- Preferred vet and alternative vet authorisation

- Spending limit (optional) and emergency override

- Known medical conditions, allergies, medications

- Permission for sedation and diagnostics if required

- Transport authorisation

- Acknowledgement of cost responsibility