Terms of Service & Disclaimer

1. Definitions

In these Terms of Service, the following definitions apply. “Company” refers to Hands On Exotics, a registered business operating in Ontario, Canada, including its directors, employees, handlers, and representatives. “Client” means any individual, business, organization, or institution that requests, books, or attends a Company event or experience.

“Event” means any occasion, gathering, or program at which the Company provides animal experience services, including but not limited to birthday parties, corporate gatherings, weddings, school presentations, fairs, festivals, film or television productions, and therapeutic sessions. “Animal Ambassador” refers to any live animal owned or managed by the Company and presented during an Event.

“Handler” refers to a trained and certified Company employee responsible for the care, management, and safe presentation of Animal Ambassadors. “Booking” means a confirmed reservation for Company services, established upon receipt of the required deposit and written confirmation from the Company. “Package” means a defined service offering with specified duration, animal lineup, and pricing. “Venue” refers to the physical location at which an Event takes place, as disclosed by the Client at the time of booking.

2. Booking Terms

A Booking is confirmed only upon receipt of the required deposit. Submitting an inquiry or receiving a quote does not constitute a confirmed Booking. Dates are held on a first-come, first-served basis. The Company reserves the right to release a tentatively held date if the deposit is not received within a reasonable period of the quote being issued.

The Client must provide complete and accurate event details at the time of booking, including the Venue address, expected number of guests, event start and end times, and any special requirements. A minimum notice period of seven (7) business days is required for all new bookings. For large-scale events such as fairs, festivals, or film productions, a minimum of four (4) weeks' notice is required to ensure proper planning, permitting, and animal preparation.

The Company reserves the right to decline any Booking at its sole discretion, without obligation to provide a reason. Bookings may be declined due to factors including, but not limited to, unsuitable Venue conditions, animal welfare concerns, handler availability, or proximity conflicts with existing events. All guests interacting directly with Animal Ambassadors must be a minimum of three (3) years of age, unless otherwise agreed in writing. Children under the age of 12 must be actively supervised by a parent or guardian at all times during animal interactions. Capacity limits and guest-to-handler ratios are specified per Package and may not be exceeded without prior written consent.

3. Payment & Deposits

To secure a date, a non-refundable deposit of twenty-five percent (25%) of the total Booking value is required at the time of confirmation. The deposit is rounded to the nearest whole dollar. This deposit is non-refundable in all circumstances, including cancellation, as it covers the cost of reserving handlers, preparing Animal Ambassadors, and holding the date exclusively for the Client.

The remaining balance is due no later than seven (7) days prior to the Event date. Failure to remit the balance by this deadline may result in the Booking being cancelled and the deposit forfeited. The Company will make reasonable efforts to contact the Client before cancelling. The Company accepts payment by major credit card (Visa, Mastercard, American Express) and Interac e-Transfer. Payment in full may be required for Bookings made within seven days of the Event date.

All pricing is quoted in Canadian dollars and is inclusive of applicable taxes unless otherwise specified. Quoted prices are valid for thirty (30) days from the date of issue. The Company reserves the right to adjust pricing for future bookings to reflect changes in operational costs, animal care requirements, or service scope. Confirmed Bookings are not subject to price changes after deposit receipt.

4. Cancellation & Rescheduling

With greater than 96 hours notice, cancelled bookings can be refunded minus the non-refundable deposit. Bookings can be rescheduled at no penalty.

With less than 96 hours notice but more than 24 hours notice, there will be no refunds for cancellations. Reschedules will be minus the 25% deposit.

Cancellations or reschedules made within 24 hours notice of the booking date and time are not entitled to a refund and the client is responsible for the full amount. For outdoor bookings, we do not offer refunds if the weather is unsafe for the animals and no adequate alternative is provided.

All reschedules are subject to availability and must be within 1 year of the original booking.

The Company reserves the right to cancel a Booking at any time in the event of circumstances beyond its reasonable control, including severe weather posing a risk to animals or guests, illness or injury to a Handler, animal welfare concerns, or emergencies. In the event of Company-initiated cancellation, the Client will be offered a full refund of all amounts paid or the option to reschedule to a mutually agreed future date. Force majeure events — including but not limited to natural disasters, government-mandated restrictions, or public health emergencies — will be treated as Company-initiated cancellations, with reschedule options offered in good faith.

5. Liability & Assumption of Risk

The Client acknowledges that interacting with live animals carries inherent and unavoidable risks, including but not limited to bites, scratches, allergic reactions, kicks, or other animal-related injuries, regardless of how well-trained and socialized an animal may be. By proceeding with a Booking, the Client, on behalf of themselves and all attendees, voluntarily assumes all such risks associated with the animal experience.

The Company carries a minimum of $5,000,000 (five million Canadian dollars) in commercial general liability insurance covering animal-related incidents during all Events. A certificate of insurance is available upon written request. Notwithstanding its insurance coverage, the Company's liability to any Client or attendee for any claim, loss, damage, or injury arising out of or in connection with a Booking or Event shall be limited to the total amount paid by the Client for that specific Booking.

The Client agrees to indemnify, defend, and hold harmless the Company, its officers, employees, and Handlers from and against any claims, damages, costs, or expenses (including legal fees) arising from the Client's or any attendee's failure to follow Handler instructions, misuse or mishandling of Animal Ambassadors, unauthorized interactions with animals, or any conduct that violates these Terms. Photos and videos taken by attendees of Animal Ambassadors are at the photographer's own risk; the Company accepts no liability for any unexpected animal movement, blur, or incident occurring during personal photography.

6. Animal Safety & Welfare Guidelines

The safety and wellbeing of our Animal Ambassadors is the Company's highest priority. All guests must follow Handler instructions at all times, without exception. Handlers have full authority to direct, restrict, or terminate any guest interaction with an animal if they determine it is in the best interest of the animal or the safety of those present. Failure to comply with Handler instructions may result in the immediate removal of the guest from the animal interaction area.

The following conduct is strictly prohibited at all Events:

• Feeding any Animal Ambassador without explicit, prior permission from the Handler
• Grabbing, squeezing, pulling, or otherwise handling animals in a rough or stressful manner
• Using flash photography near species identified by the Handler as flash-sensitive (including reptiles and nocturnal species)
• Making sudden loud noises, screaming, or playing loud music near Animal Ambassadors
• Attempting to pick up or move an animal without Handler instruction
• Bringing outside animals, pets, or food items into the animal interaction area

All children under the age of 12 must remain under active adult supervision at all times within the animal interaction area. The Company reserves the right to remove any Animal Ambassador from the Event at any time if the Handler determines the animal is exhibiting signs of stress, discomfort, or illness. No refund or reduction in fee will apply in such circumstances, as the welfare of the animal takes priority over entertainment. The Client is responsible for ensuring all guests are informed of and comply with these guidelines prior to the Event.

7. Venue Requirements

The Client is responsible for ensuring the Venue meets the requirements set out in this section prior to the Event. The Company will conduct a review of Venue details at the time of booking; however, it remains the Client's responsibility to accurately represent and maintain Venue conditions. The Company may decline to proceed with an Event if Venue conditions are materially different from those disclosed at booking.

Indoor Requirements

Indoor venues must provide a minimum clear floor area of approximately 10 feet by 10 feet (approximately 9.3 square metres) for the animal interaction area, in addition to space for guests. The ambient temperature of the indoor space must be maintained between 18°C and 26°C (64°F–79°F) throughout the duration of the Event, as temperatures outside this range may be harmful to certain species. Open flames, candles, incense, or smoke machines must not be present or operated within 5 metres of Animal Ambassadors. Loud music or amplified audio above 85 decibels in the immediate vicinity of animals is not permitted.

Outdoor Requirements

Outdoor Events are subject to weather conditions at the Company's discretion. The Company reserves the right to cancel or modify an outdoor Event due to extreme heat (above 30°C), extreme cold (below 16°C), rain, high winds, or lightning risk. Outdoor Venues must provide adequate shaded cover for Animal Ambassadors at all times and a physically contained interaction area to prevent animal escape or unauthorized guest access. Outdoor events on grass, sand, or uneven terrain must be disclosed at the time of booking.

The full Venue address and any access restrictions (e.g., elevators, stairs, weight limits, parking access) must be provided no later than five (5) business days prior to the Event. Accessibility requirements for our equipment and animal transport must be met. The Client is responsible for obtaining any Venue permits, landlord approvals, or event permissions required for the presence of live exotic animals at the Venue.

8. Intellectual Property

All photographs, videos, audio recordings, and other media content created by the Company or its representatives during an Event remain the exclusive intellectual property of Hands On Exotics. The Company grants the Client a personal, non-exclusive, non-transferable license to use any Event media shared with them for personal and non-commercial purposes only. Commercial use of Company-produced media requires prior written consent.

By proceeding with a Booking, the Client grants the Company a non-exclusive, royalty-free, worldwide license to use photographs, videos, or testimonials taken by guests or the Company at the Event for marketing, advertising, and promotional purposes, including on the Company's website, social media channels, and print materials. If the Client wishes to opt out of this license, they must notify the Company in writing at least 48 hours before the Event. Opt-out does not apply retroactively to previously published content.

All Company branding, logos, trade names, animal names, service names, website content, and marketing materials are protected by applicable Canadian intellectual property law. Unauthorized reproduction, distribution, or commercial use of any Company materials is strictly prohibited.

9. Privacy

The Company is committed to protecting the personal information of its Clients and event guests in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario privacy legislation. Our full data practices are described in our Privacy Policy, which is incorporated into these Terms by reference.

In connection with a Booking, the Company collects personal information including name, email address, phone number, event date and location, and billing information. This information is used solely for the purposes of fulfilling the Booking, communicating with the Client regarding the Event, processing payment, and (with consent) sending marketing communications. The Company does not sell personal information to third parties. Payment processing is handled by compliant third-party payment processors and subject to their respective privacy policies.

10. Dispute Resolution

These Terms of Service shall be governed by and construed in accordance with the laws of the Province of Ontario and the laws of Canada applicable therein, without regard to conflict of law principles. The parties agree that the courts of the City of Toronto, Ontario shall have exclusive jurisdiction over any dispute arising from or relating to these Terms or any Booking.

In the event of a dispute, the parties agree to first attempt to resolve the matter informally through good-faith discussions. Either party may initiate this process by sending written notice to the other describing the nature and basis of the dispute and the relief sought. The parties agree to engage in informal discussions for a period of at least fifteen (15) days before escalating the matter further. If the dispute cannot be resolved informally, the parties agree to attempt non-binding mediation administered by a neutral mediator agreed upon by both parties before initiating any legal proceedings.

Nothing in this section shall prevent either party from seeking urgent or interim injunctive or other equitable relief from a court of competent jurisdiction where necessary to prevent irreparable harm.

11. Modifications to Terms

The Company reserves the right to modify, amend, or update these Terms of Service at any time. Changes will be effective upon posting of the revised Terms on the Company's website at the URL where these Terms are hosted, with the “Last updated” date revised accordingly. It is the Client's responsibility to review these Terms periodically. Continued use of the Company's services or the submission of a new Booking following the posting of updated Terms constitutes acceptance of the revised Terms.

For material changes — those that materially affect existing Clients' rights or obligations — the Company will make reasonable efforts to notify affected Clients via the email address on file at least fourteen (14) days before the changes take effect. Such notification does not alter the effective date of the changes. Clients who do not agree to the revised Terms should refrain from making future bookings and should contact the Company to discuss existing confirmed Bookings.

If you have questions about these Terms, please contact us. We are happy to clarify any provision before you book.