Terms of Service

🕒 Opening Hours

Visit your pet resort's location page and select your resort to see the relevant opening hours. We recommend that all pets are checked in throughout the morning, when opening hours permit, to give our staff time to feed and settle them in throughout the day.

Before or after hours pick-up and drop-off services are strictly prohibited for the safety and well-being of our guests and employees. These conditions are not negotiable.

If services are rendered outside of our office hours, a $350/hour fee (minimum 1-hour charge) applies. This is entirely at the discretion of the company.

💉 Vaccination, Microchip & De-sexed Requirements

  • All dogs must have at least a C5 vaccination.
  • All cats must have at least a F3 vaccination.
  • No refunds or credits will be given if vaccinations are not current at the time of booking.
  • Pets without current vaccinations cannot be accepted for boarding, and their booking will be cancelled. No refund is granted unless cancellation meets the refund policy.
  • A current vaccination certificate must show the vaccine was administered within the past 12 months and that it has not expired. Vaccines must be administered at least 14 days prior to boarding to ensure full immunisation.
  • You must provide the vaccination certificate before or at time of boarding, and you must bring your pet’s microchip number for our records.
  • Puppies and kittens must have completed their full course of vaccinations and be 2 weeks past their 3rd and final dose (typically around 18 weeks old).

If Vaccinations Have Lapsed

  • Two new doses a month apart are required.
  • Pets can board 2 weeks after the second shot.
  • Resort Manager discretion may apply if vaccinations are overdue by less than 30 days:
    • Injectable vaccine: 14-day isolation
    • Intranasal vaccine: 48-hour isolation
    • Oral vaccine: 24-hour isolation

If a Female Pet is in Heat

  1. Option A: Move the pet to private accommodation (subject to manager approval and availability). Increased fees apply.
  2. Option B: Collect the pet immediately and make alternate arrangements.

Note: No refund or credit is provided in either case.

Medical and Aged Care Requirements

Pets 11 years and older, or with known medical conditions, will require a fit-to-board letter from their vet. This must be dated within 12 weeks of the entire boarding period.

Please contact our team (or they will be in contact) to complete an aged care questionnaire and advise you of the process for obtaining a fit-to-board letter.

Note: Our team will always put your pet’s best interests first and reserves the right to decline or cancel boarding, regardless of a fit-to-board letter, for medical, behavioural, or age-based reasons.

Additional Aged Care Fee: An aged care fee of $5 per day applies due to the additional care required.

Behavioural Considerations

We reserve the right to decline or cancel bookings for pets who are aggressive or pose a threat to staff. Any associated costs remain the owner’s responsibility.

If your pet has known behavioural issues, please consult our team. Note: Some Pet Resorts Australia locations offer on-site training options. Please speak with our team to learn more.

Private Accommodation

Our Guest Room and Resort Room rates are based on social (shared) accommodation and social play, and in some cases, this may not be possible. In our experience, there are certain breeds of dogs who are unable to share with other pets or require careful assessment in a supervised social environment before sharing with another pet. This is because some breeds of dogs have a biological predisposition to certain temperaments.

A Biological Predisposition is an increased chance of developing a disease or pattern of behaviour based on the genes we inherit from our parents (and our parents’ parents). Genes influence our personality traits, our IQ, our likelihood of getting cancer, and even our chances of developing a mental health issue in humans. Pets are no different and therefore we pay close attention to the history of pets breeds to ensure the safety of all pets in our care.

If your pet is un-desexed, elderly, requires reduced stimulation or play OR falls into a breed category which we have deemed to have a biological predisposition to non-social temperements, you may be required to book private accommodation. Private accommodation boarders, depending on the situation, will receive private play/recess with a pet nanny rather than social play. This is for the safety of all animals.

If you would like to know if your pet falls into the category of being a private guest, or a guest who will need assessment from the Resort Staff to determine social behaviour suitability, please call our friendly reception staff who can assist you with your enquiry and let you know what will be the best type of accommodation for your pet.

💳 Payment Terms & Conditions

Booking Fee & Refund Information
A 25% booking confirmation fee is required at the time of booking. Bookings are not confirmed until payment is received.

This fee is non-refundable; however, credits may be issued as follows:

  • More than 30 days’ notice: Full credit valid for 12 months.
  • 30 days or less: 50% forfeited, 50% credited (valid for 12 months).
  • 30 days or less during Christmas or Standard Rate periods: 100% forfeited.

Doggy Daycare

  • Cancellations within 24 hours are non-refundable.
  • Cancellations made more than 24 hours prior receive a full credit for future use.

Other Conditions

  • Credits are non-refundable and expire after 12 months.