FAQ and CANCELLATION POLICY
Q: Is there any extra charge for bringing their own food or medication?
A: We don't charge for owner provided meals, if you're dog needs two meals a day we charge $5 for extra meals, we leave breakfast out till early afternoon if your pet is a grazer. We supply Stockman and Paddock biscuits for dogs and Royal Canin Sensible Cat for cats. You are more than welcome to bring their own food if you’d prefer. Please make sure own wet and/or dry food is individually bagged in one or two portions per bag and in rodent proof strong plastic containers with name. Medications are $2 a dose no need to split them please make sure medication is clearly labelled with pets first and last name. We have rodent proof containers for hire for $5 for your pets stay
Q: My pet has fleas on drop off do you treat them?
A: Yes we do, dogs receive a bath and if fleas are still seen we will administer flea treatment, baths are $15 and flea treatment is $22 and will be charged to card on file or payable on pick up
Q: My dog is scared of storms, will they be okay if a storm hits?
A: Yes, they will be perfectly safe in our purpose built kennels we also have special thunderstorm/escapee kennels that we can house your dog in or move to while there is a storm. We will check on our guests multiple times during a storm or stay down there with them - especially upset dogs even at 2am in the morning.
Q: What should I bring?
A: We have trampoline beds for dogs and can provide bedding for $2 a day. we regularly wash and disinfect any bedding and toys. We recommend bringing a shirt (worn) to help them settle in. Bedding, toys, kongs, slow feeding bowls, medication etc is all fine! Keep in mind we have plenty of toys and bowls here for your animals. Please make sure any bowls you bring can withstand 85 degrees as that is the temperature we wash bowls at to kill viruses and bacteria. Please make sure items are labelled with pets first and last name.
Please note anything you bring may get lost, dirty or destroyed and the kennels takes no responsibility or liability.
Q: Can my dogs be housed together?
A: Yes! We have rooms to accommodate this, you can also chose to house separately if you wish.
Q: Can I come and walk through the Kennels/Cattery?
A: Yes we encourage walk throughs to meet our team and ask any questions. Please text which session you would like to come to either our 11am or 2.45pm Mon, Tues, Thur, Fri or 11am saturday during school term. only. walkthroughs are unavailable during public holidays. Please do not bring your pets, wear non slip shoes and leave children under 16 at home as it can get noisy. If it is raining we prefer your visit to be postponed as walkways can be slippery. We require all visitors to sign a waiver that releases the kennels of any liability if injury was to occur.
Cancellation Policy for Pre-Paid Bookings
Cancellation of any pre-paid bookings incur a $10 cancellation administration fee if a refund is required. Pre-paid bookings may opt to retain as a credit with no administration fee. Credit is valid for 12 months from the date of your booking.
Easter Long Weekend Deposit Cancellation Policy
To secure your booking for the Easter long weekend (relevant to any booking that falls between the Thursday until the Monday inclusive), payment is due on the 1st April. Once a Deposit is paid there will be no refund if a booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid-19. If such restrictions are introduced monies will be retained and a credit will be issued. The credit is valid for a 12-month period from the issued date.
Summer School Holiday Deposit Cancellation
Summer school holidays and Christmas bookings are a 7 day minimum booking charge. To secure your booking for the Summer Holidays (relevant to any booking that falls between the 15th December until the 3rd January), payment is due on the 1st Dec. Once a Deposit is paid there will be no refund if a booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid-19. If such restrictions are introduced a credit will be applied. The credit is valid for a 12-month period from the issued date.
Summer School Holiday Full Payment Cancellation
Full payment of a Summer Holiday booking (relevant to any booking that falls between the 15th December until the 3rd January), must be made by 1st December. Once full payment has been made there will be no refund or credits issued if the booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid 19. If such restrictions are introduced, monies will be retained, and a credit given for an equal dollar amount. The credit is valid for a 12-month period from the issued date.
Summer School Holiday Change-of-Date Policy
Once full payment of a Summer Holiday Booking (relevant to any booking that falls between the 15th December until the 3rd January) has been made there will be no refund or credits issued for an early checkout unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid 19. If such restrictions are introduced, monies will be retained, and a credit given for an equal dollar amount. The credit is valid for a 12-month period from the issued date.