Order Processing

Orders are processed within 1–3 business days (excluding weekends and public holidays).
Once your order has been dispatched, you’ll receive a confirmation email.

During busy periods, processing times may be slightly longer.

Shipping & Delivery

Shipping costs are calculated at checkout.

Estimated delivery times (after processing):

• Standard Shipping: 4-10 business days

We ship Australia-wide using Australia Post and trusted Australian courier services. Delivery times are estimates only and may vary due to location, weather, or carrier delays.

Fresh Treats & Warm Weather

Our treats are freshly prepared and packed as close to dispatch as possible.
During periods of warm or extreme weather, we recommend bringing parcels inside as soon as they arrive, no pup wants heat-affected treats.

We are not responsible for spoilage caused by parcels left unattended after delivery or exposed to extreme temperatures.

Addresses & Delivery Issues

Please ensure your delivery address is correct at checkout. We are not responsible for delays, lost parcels, or returns caused by incorrect or incomplete address details.

While delivery delays can occur outside our control, please contact us if your parcel is lost or arrives damaged, and we’ll assist where possible, no chasing your tail required.

We want you and your dog to be happy with your order. If something isn’t right, here’s how refunds and replacements work.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for products that are faulty, damaged, unsafe, or not as described, and for any other reasonably foreseeable loss or damage.

Change of Mind

Due to the nature of our products, we do not offer refunds or exchanges for change-of-mind purchases, including if your dog does not enjoy the treats.

This does not affect your rights under Australian Consumer Law.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us at support@finwag.com.au within 7 days of delivery (or expected delivery).

Please include your order number and clear photos where possible. We will assess the issue and arrange a refund or replacement in accordance with Australian Consumer Law.

Lost or Delayed Parcels

If your order is lost in transit or significantly delayed, please get in touch within 7 days of the expected delivery date. We’ll work with the delivery provider to resolve the issue as quickly as possible.

Refund Processing

Approved refunds will be issued to the original payment method and processed within 7 business days of approval.

Contact Us

If you have any questions about this policy, please contact us at support@finwag.com.au

For delivery-related information, please review our Shipping Policy.

FINWAG treats are made with care and quality ingredients, but every pet is unique. Please read the following important information before feeding our products.

Intended Use

Our treats are intended for dogs and cats only and are not suitable for human consumption.

Treats are designed as a reward or supplement and should not be used as a replacement for a complete and balanced diet.

Feeding & Supervision

• Always supervise your pet while they are enjoying treats.

• Ensure fresh drinking water is available at all times.

• Follow any feeding guidelines provided on the product packaging.

Allergies & Sensitivities

Please review the ingredient list carefully before feeding.
Some pets may have allergies or sensitivities to certain ingredients.

FINWAG is not responsible for adverse reactions caused by known or unknown allergies. If your pet shows signs of discomfort or illness, discontinue use and consult your veterinarian.

Health & Medical Disclaimer

Our treats are not intended to diagnose, treat, cure, or prevent any disease or health condition.

If your pet has specific dietary needs, medical conditions, or is on a prescribed diet, please consult your veterinarian before introducing new treats.

Storage & Freshness

• Store treats in a cool, dry place away from direct sunlight.

• Once opened, reseal packaging or store in an airtight container.

• Do not feed treats that appear spoiled, damaged, or past their best-before date.

FINWAG is not responsible for spoilage caused by improper storage or handling after delivery.

Natural Products

As our treats may contain natural ingredients, variations in colour, size, shape, or texture can occur. These variations are normal and do not affect product quality.

Limitation of Liability

To the maximum extent permitted by law, FINWAG is not liable for any loss, damage, or injury arising from improper use of our products or failure to follow feeding, storage, or supervision guidelines.

Nothing in this disclaimer limits your rights under Australian Consumer Law.

Questions

If you have any questions about our products or ingredients, please contact us at support@finwag.com.au

We’re always happy to help you choose the right treats for your furry friend.

At FINWAG, your pet’s wellbeing is our priority. These policies ensure clarity, safety, and smooth service for everyone.

Services

FINWAG provides:

• Dog walking

• Pet visits (dogs, cats, birds, fish)

• Pet sitting

We deliver services as booked and confirmed through our booking system or as agreed in our communication.

Meet & Greet (New Clients)

All new clients must complete a one-off Meet & Greet before services commence.

This allows us to:

• Meet you and your pet(s)

• Review routines, behaviour, and health needs

• Confirm safe access to your home

• Ensure we’re the right fit for everyone

The Meet & Greet is included in your first booking fee (valued at $15).

Meet & Greet Cancellations

• If cancelled with 24 hours’ notice or more (prior to the Meet & Greet time), the full booking amount will be refunded.

• If cancelled with less than 24 hours’ notice, the $15 Meet & Greet portion is non-refundable, and the remaining booking balance will be refunded.

• If FINWAG decides not to proceed after the Meet & Greet, the full booking amount will be refunded.

Bookings, Changes & Cancellations

• A minimum of 24 hours’ notice is required for cancellations or changes.

• Cancellations made with less than 24 hours’ notice may be charged in full.

• No-shows, including lack of property access or pets not being available, may be charged in full.

Access & Home Safety

Clients must provide safe and reliable access to the property, including working keys, lockboxes, alarm details, and accurate instructions.

If we are unable to access the property at the scheduled time, the service may be treated as a no-show.

FINWAG is not responsible for issues arising from:

• Incorrect access details

• Faulty locks or alarms

• Unsafe environments

• Undisclosed behavioural risks

Weather & Safety Policy

Your pet’s safety always comes first.

When temperatures reach 26°C or above, options to reschedule or modify the service will be made available. This may include:

• Adjusted service times

• Shortened walks

• Shade-only routes

• Grass-based walking

• Enrichment-based indoor alternatives

• Rescheduling to a cooler day

We conduct hot pavement checks before and during walks. If the ground temperature is unsafe for paws, services will be modified accordingly.

Extra care is taken with pets more vulnerable to heat, including:

• Brachycephalic (flat-faced) breeds (e.g. French Bulldogs, Pugs, Bulldogs)

• Senior pets

• Puppies

• Overweight pets

• Pets with respiratory or cardiac conditions

In cases of extreme heat, storms, unsafe environmental conditions, or poor air quality, FINWAG may shorten, reschedule, modify, or cancel a service.

If FINWAG cancels due to unsafe conditions, a reschedule or refund will be offered.

Pet Health & Behaviour

Clients must disclose all relevant information prior to services commencing, including:

• Medical conditions

• Medications

• Allergies

• Mobility limitations

• Behavioural concerns (including reactivity or aggression)

FINWAG reserves the right to refuse or discontinue services where a pet poses a safety risk.

Dog Handling & Equipment Policy

Your dog’s safety is our priority on every walk.

To ensure safe handling:

1. Dogs must wear a secure, properly fitted collar or harness.

2. A standard fixed lead is required for all walks.

3. Retractable leads are not permitted unless approved in advance.

4. FINWAG may use a backup safety lead, slip lead, or alternative handling equipment if reasonably required for safety.

5. Prong collars, choke chains, or electronic correction devices will not be used by FINWAG.
   

If equipment is unsafe, damaged, or not suitable, FINWAG reserves the right to modify the service or use alternative safe equipment where necessary.

For the safety of your dog, our team, and the public, dogs must be safely contained and ready at the scheduled service time.

Payment Terms

To secure your booking, payment is required in advance via our booking system unless otherwise agreed in writing.

• Services are confirmed once payment has been received.

• Unpaid bookings may be cancelled or declined.

• Late payments may result in suspension of future bookings.

• Refunds, where applicable under our Cancellation Policy or Australian Consumer Law, will be processed back to the original payment method.

All pricing is listed in Australian Dollars.

Holiday & Peak Period Pricing

Due to increased demand during peak periods, a 25% surcharge applies to services booked on:

• Good Friday long weekend

• 23rd December – 3rd January (inclusive)

The peak rate will be automatically applied at the time of booking.

We recommend booking early for these periods, as availability is limited.

Emergency Veterinary Care

If a pet becomes unwell or injured during a service, FINWAG is authorised to seek veterinary care at your nominated clinic or the nearest available provider.

All veterinary and associated costs remain the responsibility of the client. We will make reasonable efforts to contact you first where practicable.

Pet Intake Form

Prior to services commencing, clients must complete FINWAG’s Pet Intake Form.

This form collects important information including:

• Pet details

• Health and medication information

• Behaviour notes

• Feeding routines

• Access instructions

• Emergency contacts

• Photo permissions

Clients must ensure all information is accurate and kept up to date.

FINWAG reserves the right to delay, suspend, or refuse services where required information is incomplete or inaccurate.

Updates & Photos

We love sharing updates 💚🐾

FINWAG may provide photos or videos during services for your peace of mind.

Pet images may also be used for marketing purposes (website and social media). We will never publicly identify you or disclose your address.

If you prefer your pet’s images not be used for marketing, please notify us in writing before services commence.

Force Majeure

FINWAG is not responsible for service interruptions, delays, or cancellations caused by events beyond our reasonable control, including illness, injury, extreme weather, traffic incidents, natural disasters, or government restrictions.

Insurance

FINWAG holds appropriate business and public liability insurance.

Policy Updates

Our policies may be updated from time to time. The most current version will apply to future bookings and is available on our website.

All new clients are required to complete a one-off Meet & Greet before ongoing pet services begin.

Think of the Meet & Greet as a friendly hello, a chance for us to meet you and your pet(s), go over routines, access details, and make sure everyone’s comfortable and happy before we get started.

The Meet & Greet is included in your first booking fee (valued at $15 and not charged separately).

Meet & Greet Cancellations & Refunds

• If the Meet & Greet is cancelled with 24 hours’ notice or more, the full booking amount will be refunded.

• If the Meet & Greet is cancelled with less than 24 hours’ notice, the $15 Meet & Greet portion is non-refundable, and the remaining balance will be refunded.

• If FINWAG decides after the Meet & Greet that we’re not the right fit, the full booking amount will be refunded.

At FINWAG, we understand that plans can change. We always aim to be fair, flexible, and transparent while also protecting the time we set aside for your pets

Standard Cancellation Notice

A minimum of 24 hours’ notice is required for any booking cancellation or reschedule.

• Cancellations made 24 hours or more before the scheduled service will receive a full refund.

• Cancellations made less than 24 hours before the scheduled service may be charged in full.

This allows us to manage our schedule and offer availability to other clients.

Meet & Greet Cancellations

The Meet & Greet is included in your first booking fee (valued at $15).

• If cancelled with 24 hours’ notice or more, the full booking amount will be refunded.

• If cancelled with less than 24 hours’ notice, the $15 Meet & Greet portion is non-refundable. The remaining balance will be refunded.

• If FINWAG decides not to proceed following the Meet & Greet, the full booking amount will be refunded.

No-Shows & Access Issues

A booking may be considered a no-show if:

• We are unable to access the property (e.g. incorrect key, lockbox, alarm code, or no access provided).

• The pet is not available at the scheduled time.

• Access instructions were inaccurate or incomplete.

No-shows may be charged in full.

Late Changes & Same-Day Cancellations

Changes or cancellations made on the same day as the service may be charged in full, as this time has been specifically reserved for your pet.

Weather & Safety Adjustments

In cases of extreme heat, storms, unsafe environmental conditions, or poor air quality, FINWAG may modify, shorten, reschedule, or cancel a service in the interest of safety.

Where a service is cancelled by FINWAG due to unsafe conditions, we will offer a reschedule or refund.

Your pet’s wellbeing always comes first.

Emergency or Unforeseen Circumstances

We understand genuine emergencies happen. In exceptional circumstances, cancellation fees may be reviewed at FINWAG’s discretion.

FINWAG is not liable for service interruptions caused by events beyond our reasonable control, including illness, injury, natural disasters, traffic incidents, or government restrictions.

Cancellations by FINWAG

If FINWAG needs to cancel a service for any reason within our control, you will receive:

• A full refund, or

• The option to reschedule

We will always communicate as early as possible.

Policy Updates

This Cancellation Policy may be updated from time to time and will apply to future bookings.

Introduction

These Terms & Conditions (“Terms”) apply to your use of the FINWAG website and the purchase of products from us.

By accessing our website or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use our website or services.

FINWAG (“we”, “us”, or “our”) operates in Australia and is governed by Australian law.

Use of Our Website

You agree to use our website for lawful purposes only and in a way that does not infringe the rights of others or restrict their use of the site.

We reserve the right to suspend or terminate access to our website if these Terms are breached.

Product Information

We take care to ensure product descriptions, images, and pricing are accurate. However, minor variations may occur, particularly for natural products.

All prices are listed in Australian Dollars (AUD) and include GST unless stated otherwise.

We reserve the right to correct errors or update information at any time without prior notice.

Orders & Payments

By placing an order, you confirm that:

• You are legally capable of entering into binding contracts

• All information provided is accurate and complete

Orders are subject to availability and acceptance. We reserve the right to cancel or refuse any order at our discretion, including where fraud or unauthorised activity is suspected.

Payments are processed securely through third-party payment providers. FINWAG does not store full payment details.

Shipping

Shipping times and costs are provided at checkout and are estimates only.

Please refer to our Shipping Policy for full details, including processing times, delivery estimates, and responsibilities regarding addresses, delays, and lost parcels.

Returns & Refunds

Our Refund Policy outlines how refunds, replacements, and returns are handled.

Nothing in these Terms limits your rights under Australian Consumer Law, including guarantees that cannot be excluded.

Product Use & Safety

FINWAG products are intended for dogs and cats only and are not suitable for human consumption.

Treats should be fed as a supplement only and under supervision. Ingredient lists and feeding guidelines should be reviewed before use.

Please refer to our Product Disclaimer for important information regarding allergies, storage, supervision, and health considerations.

Accounts

If you create an account with us, you are responsible for maintaining the confidentiality of your login details and for all activity under your account.

We reserve the right to suspend or terminate accounts that are misused or breach these Terms.

Intellectual Property

All content on this website, including text, images, logos, product names, and branding, is the property of FINWAG and may not be used, copied, or reproduced without our prior written consent.

Limitation of Liability

To the maximum extent permitted by law, FINWAG is not liable for any indirect, incidental, or consequential loss arising from the use of our website or products.

This clause does not exclude or limit any rights or remedies available under Australian Consumer Law.

Privacy

Your use of our website is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information.

Changes to These Terms

We may update these Terms from time to time. Any changes will be effective once published on this page.

Your continued use of the website constitutes acceptance of the updated Terms.

Governing Law

These Terms are governed by the laws of Australia, and any disputes will be subject to the exclusive jurisdiction of the Australian courts.

Contact Us

If you have any questions about these Terms & Conditions, please contact us at:

FINWAG
Email: support@finwag.com.au

Introduction

This Privacy Policy explains how FINWAG (“we”, “us”, or “our”) collects, uses, and protects your personal information when you visit or make a purchase from our website.

We are committed to protecting your privacy and handling personal information in accordance with the Australian Privacy Act 1988 (Cth).

What Personal Information We Collect

When you visit our website, create an account, or place an order (as a guest or logged-in customer), we may collect personal information including:

• Name

• Billing and shipping address

• Email address

• Phone number

• Account login details (if you create an account)

• Payment information (processed securely by third-party providers)

• Order history and purchase details

• Website usage data (such as IP address, browser type, and pages visited)

• Pet information (such as name, date of birth, breed)

How We Collect Your Information

We collect personal information when you:

• Place an order or check out as a guest

• Create or log into an account

• Subscribe to our email list

• Contact us directly

• Browse our website (via cookies and analytics tools)

How We Use Your Information

We use your personal information to:

• Process and deliver your orders

• Manage customer accounts

• Provide customer support

• Send order confirmations, shipping updates, and service-related messages

• Improve our website, products, and customer experience

• Send marketing emails only if you have opted in

• Prevent fraud and maintain website security

You can unsubscribe from marketing emails at any time using the unsubscribe link in our emails.

Payment Information

All payments are processed securely through trusted third-party payment providers. FINWAG does not store your full payment details.

Sharing Your Information

We may share your personal information with trusted third parties where required to operate our business, including:

• Payment processors

• Shipping and delivery providers

• Website and ecommerce platforms (such as Squarespace)

• Email marketing and analytics services

We only share information necessary for these services to function.

Some service providers may store data outside Australia. We take reasonable steps to ensure your information is handled securely and in line with applicable privacy laws.

Cookies and Website Analytics

Our website uses cookies and similar technologies to enhance your browsing experience and analyse website traffic.

Cookies may collect information about your device and browsing behaviour. You can disable cookies through your browser settings, however this may affect some website functionality.

Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

While we do our best, no method of electronic storage or transmission is completely secure.

Accessing or Correcting Your Information

You may request access to, or correction of, the personal information we hold about you by contacting us using the details below.

Complaints

If you believe we have breached Australian privacy laws, please contact us so we can investigate and respond.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page.

Contact Us

If you have any questions about this Privacy Policy or how your personal information is handled, please contact:

FINWAG
Email: support@finwag.com.au