Terms and Conditions
FIDO HYDRO requires the referral form to be completed from their treating Veterinary and/or treating Specialist, prior to receiving any Hydrotherapy/Myofunctional treatment so that FIDO HYDRO can be informed of any limitations, restrictions and/or any special requirements.
Unfortunately, any dogs with infectious or contagious conditions, such as ear and skin infections, gastric upset, and kennel cough and so on CANNOT attend the clinic or be treated. Owners are advised to cancel all appointments until the condition is clear.
It is advised that owners do not feed their dogs within 2 hours of visiting FIDO HYDRO facilities and it is important that dogs are not exercised prior to their Hydrotherapy sessions.
Patients are expected to be sufficiently toileted BEFORE any scheduled FIDO HYDRO treatment, BEFORE they enter the clinic. Please respect our lovely neighbours by picking up after your dogs! We have spare poo bags if you ever need. Just ask! A surcharge of $35, payable by the Owner, will be applied, for any patient who fouls in the underwater treadmill, requires extra time to be toileted during a session, and/or if session runs over time, to cover cost of loss of business, cleaning flooring, draining & cleaning the underwater treadmill; as this will directly impact on further treatments that day that will need to be cancelled/rescheduled.
Patients are expected to be sufficiently groomed. In the event a patient’s coat is excessively dirty or excessively malting, a surcharge of $35, payable by the Owner, will be applied for any extra time required to cover cost of loss of business, cleaning flooring, draining & cleaning the underwater treadmill; as this will directly impact on further treatments that day that will need to be cancelled/rescheduled.
Please be advised patients who have injections, make sure they DO NOT have them on the same day as their Hydrotherapy/Myofunctional appointments. Owners will need to scheduled Vet appointments for their dog’s injections on an alternative day that is NOT the same day as their Hydrotherapy/Myofunctional appointment.
Please ensure that if your dog is on any medication, FIDO HYDRO staff are fully aware and also that your dog’s Hydrotherapy/Myofunctional appointment time, does not clash with the times for your dog’s medication to be administered.
FIDO HYDRO appointment reminders are automated and will be sent to owners for confirmation, via text message, 24 hours prior to any booking.
Cancellation or Missed Appointment Policy Missed Appointments – For all clients who miss an appointment with no prior communication to FIDO HYDRO, 100% of the scheduled appointment fee will be charged.
Cancelled Appointments More Than 24 Hours’ Notice – For all clients who give more than 24 hours’ notice that you will not be able to make an appointment, you are free to either cancel or reschedule to a suitable time.
Less Than 24 Hours’ Notice or Same Day Cancellation – For all clients who give less than 24 hours’ notice that you will not be able to make an appointment, 100% of the scheduled appointment fee will be charged.
FIDO HYDRO may waive this fee in extenuating circumstances.
If your appointment can be rescheduled on the SAME DAY (schedule permitting), no fee will be charged.
What you can expect
Once your dog’s treating Vet or Specialist has completed your FIDO HYDRO referral form and your dog attends FIDO HYDRO for its initial consultation, a complete physical exam observation of posture/conformation, gait and functional activity test is conducted.
We will discuss the reason for your dog’s referral, history leading up to your dog’s condition or injury, history since condition/injury started, your dog’s treating Vet investigation and/or treatment up until now, any current medications/supplements, your dog’s current diet, current exercise, confinement, any previous or current rehabilitation, your current home set up – floor surfaces, your dog’s previous and current physical capabilities (jumping up, stairs, car, ease of toileting, previous exercise), along with any file documentation sent over from treating Vet/Specialist.
Your goals and desired outcomes you might have for your dog will also be discussed.
After these assessments have been completed, your dog is invited to explore the FIDO HYDRO facilities to get familiar with the surroundings and especially the underwater treadmill.
Your dog will be encouraged to get into the underwater treadmill, at their own pace and if it is possible, your dog will have their first session; but this is not at all forced and will be completely when your dog feels comfortable.
As part of the Owner Waiver 7 Release form it includes the right for FIDO HYDRO to share pictures/videos of patients within FIDO HYDRO social media and website.
Staff will record sessions which can be sent directly to Owners and Patients treating Vet/Specialist.
Session notes will be added to FIDO HYDRO files, including session times, speed, notes of any changes, witnessed/experienced since last session.
Vet/Specialist will be sent regular updates.
Customer Service Policy
FIDO HYDRO is committed to providing exceptional customer service and quality products.
We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct.
All pricing and transactions displayed and charged, are in Australian Doller (AUD) as the currency.
Shipping Policy
We are committed to delivering your orders promptly and efficiently while ensuring your satisfaction.
This Shipping Policy outlines important information regarding our shipping process, costs, and timelines.
This Policy governs all shipping we undertake and forms a binding contractual agreement between us and you.
This Policy is important and should be read carefully.
Any questions about this Policy must be directed to us in writing at info@fidohydro.com before purchasing our products or using our services.
INTERNATIONAL SHIPPING
We currently do not ship to any international destinations, outside of Australia.
ORDER PROCESSING TIME
Standard orders are processed and dispatched within 1-2 business days of payment confirmation.
Express orders placed before 1pm (AEST) are dispatched on the same business day. Express orders placed after 1pm are dispatched on the following business day.
Orders placed on weekends or public holidays will be processed on the next business day.
During peak periods or sales events, processing times may extend by an additional 1-2 business days.
Once your order has been dispatched, you will receive an email confirmation to let you know your order is on the way, which will contain a tracking number to allow you to monitor the progress through the Australia Post’s website.
DELIVERY TIME
While we aim to meet the delivery timelines, delays may occur due to unforeseen circumstances such as:
- Extreme weather conditions.
- Regional or remote delivery challenges.
- High demand during sale periods or holiday seasons.
In the event of a delay, we will take steps to notify you promptly and work with Australia Post to resolve any issues.
Delivery times are estimates and cannot be guaranteed. Even when we process and dispatch your order correctly and on time, delays may occur as delivery times depend on Australia Post’s services.
SHIPPING RATES AND DELIVERY ESTIMATES WITHIN AUSTRALIA
We use Australia Post to deliver our products, and we currently ship to all locations within Australia.
We offer multiple shipping options to meet your needs:
Standard Shipping
Orders over $150 will have a free standard shipping.
Orders under $150, a flat rate of $15 will apply.
Delivery time: estimated 5-10 business days, depending on the destination within Australia.
Express Shipping
Available for all orders at a flat rate of $20.
Delivery time: estimated 1-3 business days for metro areas. Regional and remote areas may take slightly longer.
You acknowledge that delivery timeframes are subject to Australia Post’s delivery schedules. Please refer to the Australia Post website for any delays that may affect the timelines outlined in this clause.
UNDELIVERABLE PACKAGES
If a package is returned to us due to an incorrect address or failure to collect from a delivery point, we will contact you to arrange redelivery. Redelivery fees may apply.
We accept no responsibility for undeliverable packages resulting from the absence of a recipient at the delivery address at the time of delivery. By placing an order, you acknowledge and agree that ensuring someone is available to receive the package is your responsibility.
MISSING, DAMAGED, OR INCORRECT ITEMS
If your order arrives incomplete, damaged, or incorrect, please contact our customer service team as soon as you receive the package by sending us an email to info@fidohydro.com – include your order number, photos of the damaged packaging or product(s) (if applicable), and a description of the issue for prompt resolution.
You acknowledge that all returns are subject to our terms and conditions.
In the event that, an ordered item is missing and not available, or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a refund.
SPECIAL NOTES FOR BULK ORDERS
Additional shipping fees may apply to bulk or large orders. Please contact our team for a shipping quote before placing your order – info@fidohydro.com
Delivery times for bulk orders may vary depending on the quantity and delivery location.
CONTACT US
For any questions or concerns about your order or our policies, please contact us at info@fidohydro.com
Return Policy
Victoria’s Fair Trading Act 1999, protects consumers and provides for an equitable, competitive, informed and safe market place, and FIDO HYDRO will make every effort to comply with the terms of this and other relevant acts relating to Fair Trading.
Please choose your products carefully.
A refunds or exchange will only take place if goods are found to be faulty. A refund will not take place for any change of mind.
For all faults and/or discrepancies please contact us on +61 448744558 or at info@fidohydro.com within 7 working days of receipt so the matter can be rectified.
Anything reported after this time and without a warranty will be dealt with at the discretion of the FIDO HYDRO.
If, in the case that we have made a mistake with your order, please return to us and we will pay for the item to be re-despatched.
If you have made a mistake regarding the item you have ordered then postage must be paid by the sender both to and from our facility. We will exchange the item provided it is returned in ‘as new condition’ (see below under ‘Refunds’). The customer will be responsible for postage fees both to and from our facility.
All items returned must be in the original packaging and in a re-saleable ‘as new’ condition and by using your own courier/postal service. Registered post is advisable to ensure that the items are signed for on delivery.
Please follow the measurement guidelines carefully. If you are unsure please contact us to arrange a FITTING appointment to ensure your purchase is the correct size to fit your dog. book a fitting have made a mistake with sizing,
If any item is returned to us ‘postage to be paid on delivery’ all charges incurred by FIDO HYDRO will be deducted from any credit that you might receive.
The quickest way for your return to be processed is to state your invoice number (can be found on the invoice sent with your order) and your order number (if you ordered over our website). Returns must be clearly marked with your full name, address, and invoice number. This will enable us to identify the goods.
If we do not receive a stamped address envelope or a cheque covering the cost of the postal/delivery charge to you – you will be contacted for payment of shipping prior to dispatch.
Incorrectly ordered items, or items that you wish to be returned due to incorrect ordering will incur an administration cost of $10.00 inclusive of GST.
Refunds
Full Refund – ‘As New Condition’ – To Qualify for a full refund, try garments on your pet over a tee shirt. Try boots on over a sock and do not wear outside. Products that qualify for a full refund are ones that were tried on once, over a sock or tee shirt, didn’t fit, were repackaged and returned in 14 days. There must be no hair, fur, dirt or smell on the product and it must be in its original packaging, in order to be classed ‘As new’.
Partial Refund – Cleanable. The product was tried on once, but a tee shirt or sock was not used, and there are a few hairs on it. If we feel that we can restore the product to ‘as new’ condition by cleaning it, you will be charged a 20%-50% restocking charge depending on the amount of cleaning & repacking necessary.
No Refund – If the product has been used, soiled, and is not able to be easily restored to ‘as new’ condition, you will not be eligible for a refund.
If you send a product back to us and a refund is not available, you may request the product be returned to you at your cost.
FIDO HYDRO will endeavour to resolve all disputes amicably and as swiftly as possible.
When you purchase one of our products you agree as part of the terms and conditions that if you have a dispute you will:
- Contact us within 7 working days to enable us to resolve the issue by calling +61 448744558 or at info@fidohydro.com
- Allow us 2 working days to return your message or call.
- Give us 5 working days after we have spoken with you and obtained the details of your dispute, to validate the dispute and come up with a resolution.
You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation.
If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a charge-back, you agree to pay the 25% processing fee if the credit card company does not rule in your favour.
