Guest Terms of Service

DogsWelcome

Guest Terms of Service

Last updated: July 2026

1. Introduction

These Guest Terms of Service (Terms) govern your use of the DogsWelcome platform (Platform) as a guest (Guest). The Platform is operated by MJQM Pty Ltd (ABN 39 694 692 003) trading as DogsWelcome (DogsWelcome, we, us, or our). By creating an account, making a booking, or using the Platform, you agree to be bound by these Terms. You must be at least 18 years of age. If you do not agree, you must not use the Platform.

These Terms form part of the DogsWelcome document suite and must be read together with the Community Guidelines, Privacy Policy, Damage & Claims Policy, Refunds, Cancellations and Payout Policy, Platform Fee Disclosure Statement, Cookie Notice, Host Terms of Service, and Compliance Disclaimer. These Terms prevail over other suite documents to the extent of any inconsistency as they apply to Guests. They are governed by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) (ACL) and all other applicable Australian laws.

In these Terms, Companion Animal means any dog brought by a Guest to a Host Property in connection with a Booking.

2. Eligibility and Account Obligations

You must provide accurate and current account information and keep it up to date. You must not share your account with any other person. As a Guest, you agree to use the Platform only for lawful purposes, communicate honestly with Hosts, comply with all house rules, treat Hosts, their property, and neighbours with respect, and ensure any Companion Animal brought to a Host Property is vaccinated, microchipped, registered, non-aggressive, and suitable for the property in accordance with the Community Guidelines.

3. Making a Booking

When you submit a booking request, you are making an offer to the Host on the terms in the listing. Your payment is authorised at the time of submission and held pending Host acceptance. A binding booking (Booking) is formed when the Host accepts your request, at which point your payment is processed and a booking confirmation is issued. If the Host does not accept within the acceptance window displayed in the listing, your payment authorisation will be released and no charge will be applied.

DogsWelcome is not a party to the Booking; the accommodation agreement is between you and the Host directly. Before confirming, you must review the full listing, house rules, pet conditions, and the Host's cancellation policy. You are responsible for ensuring the property suits your needs and those of any Companion Animal.

4. Cancellations and Refunds

Refunds on Guest cancellations are governed by the Host's cancellation policy as displayed in the listing at the time of booking. No-shows (where the Guest fails to check in within 24 hours of the stated check-in time without prior notice to the Host) are treated as Guest cancellations. If a Host cancels a confirmed Booking, you will receive a full refund. DogsWelcome is not responsible for additional costs arising from a Host cancellation, including the cost of alternative accommodation. Full details are in the Refunds, Cancellations and Payout Policy. Refund processing times are subject to your bank or payment provider; DogsWelcome will initiate eligible refunds within 2 business days of cancellation being confirmed through the Platform.

5. Guest Conduct

You must not, in connection with your use of the Platform or during any Booking: damage the Host Property or its contents; bring more occupants or Companion Animals than declared in the Booking; hold parties or events unless expressly permitted by the Host; breach any applicable law, noise standard, or community rule; harass or abuse any Host, neighbour, or DogsWelcome staff member; conduct any booking or payment outside the Platform; or post fraudulent, retaliatory, or misleading reviews.

Breach of this clause may result in account suspension or permanent removal, forfeiture of applicable refunds, and liability for any loss or damage caused, without limiting any other remedy available to DogsWelcome or the affected Host.

6. Property Access and Safety

During a Booking, you must follow all check-in and check-out instructions, comply with fire safety instructions and emergency procedures, not tamper with safety equipment, and promptly report any hazard or defect to the Host. DogsWelcome does not inspect, certify, or warrant the safety or condition of any Host Property. Safety compliance is the Host's sole responsibility.

7. Payments

Payments are processed via the Platform's third-party payment processor (currently Stripe). By making a Booking, you authorise DogsWelcome to facilitate collection of the booking amount and any other amounts expressly authorised under these Terms through your nominated payment method. You must provide accurate payment information. No additional charge will be applied to your payment method without your prior authorisation. DogsWelcome is not responsible for payment delays or failures attributable to your bank, card issuer, or Stripe. Platform fees are disclosed in the Platform Fee Disclosure Statement.

8. Reviews

Following a Booking, you may leave a review of the Host Property. All reviews must be truthful, based on your genuine experience, and compliant with the Community Guidelines and the ACL (prohibition on misleading or deceptive conduct). You must not post a review to threaten, pressure, or retaliate against a Host. DogsWelcome may moderate or remove reviews that breach these requirements.

9. Platform Role and Limitations

DogsWelcome provides a technology platform only. It does not own, manage, inspect, or certify any Host Property; does not guarantee listing accuracy; does not provide insurance; and does not control Host conduct. DogsWelcome is not responsible for the condition of any Host Property, the conduct of any Host, or any loss suffered during a Booking. Your accommodation agreement is with the Host directly.

10. Privacy and Communications

Your personal information is handled in accordance with the Privacy Policy and the Privacy Act 1988 (Cth). By creating an account, you agree to receive transactional communications relating to your Bookings, account, and payments; these cannot be opted out of while your account is active. DogsWelcome may also send marketing communications by email with your consent under the Spam Act 2003 (Cth). You may withdraw consent to marketing emails at any time via the unsubscribe link in any such communication or by contacting support@dogswelcome.co.

11. Account Suspension or Removal

DogsWelcome may, without prior notice, suspend or permanently remove your account where you breach these Terms or the Community Guidelines, cause damage or a safety risk, or DogsWelcome reasonably suspects fraud or misuse. Suspension may result in cancellation of pending Bookings. Refunds in connection with such cancellations will be determined under the Refunds, Cancellations and Payout Policy.

12. Limitation of Liability

To the maximum extent permitted by law, DogsWelcome excludes all liability to you for any loss, injury, damage, or expense arising from your stay, Host conduct, listing inaccuracies, or Platform failures. This exclusion does not apply to liability arising from DogsWelcome's own fraud or wilful misconduct.

Where liability cannot be excluded, it is limited to the re-supply of the relevant service or the cost of re-supply. Nothing in this clause excludes any right or guarantee that cannot lawfully be excluded under the ACL.

13. Indemnity

You agree to indemnify and hold harmless DogsWelcome Pty Ltd, its officers, employees, and agents from and against any claim, loss, damage, liability, or expense (including reasonable legal costs) arising from your breach of these Terms, your use of the Platform, your conduct during any Booking, or any claim by a Host or third party arising from your acts or omissions.

14. Dispute Resolution

Any dispute should be raised with DogsWelcome in the first instance at support@dogswelcome.co. DogsWelcome will endeavour to resolve it within 14 days. If unresolved, the parties agree to attempt mediation before commencing court proceedings, with the mediator agreed between the parties or, failing agreement within 10 days of a written request for mediation, appointed by the Law Society of New South Wales. You may also lodge complaints with the ACCC or OAIC.

15. Changes to these Terms

DogsWelcome may amend these Terms at any time. Where any amendment materially affects your rights or obligations as a Guest, no less than 14 days' prior written notice will be provided by email, except where required to address changes in applicable law or immediate safety concerns. A change is material if it imposes new obligations on Guests, reduces Guest rights or remedies, alters the liability or indemnity framework, or changes the fee structure applicable to Guests. Continued use of the Platform after the notice period constitutes acceptance of the amended Terms.

16. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Each party submits to the non-exclusive jurisdiction of the courts of New South Wales and the Federal Court of Australia.

17. Contact

MJQM Pty Ltd (ABN 39 694 692 003)

Ettalong Beach, New South Wales, Australia

Email: support@dogswelcome.co