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/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 (if overdue < 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 (these will need to be dated within 12 weeks of the entire boarding period). Please contact our team (or they will be in contact) to fill out an aged care questionnaire and advise you of the process for gaining a fit to board letter from your vet.

Note: Our team will always put your pet’s best interests first, and thus reserve the right to decline or cancel boarding (regardless of fit to board letter) for medical, behavioural or age based reasons. We appreciate your understanding as we work to keep the safety and health of your pet a top priority.

Additional Aged Care Fee: Due to the extra attention and care that is required for older pets, an aged care fee of $5 per day will be applied on top of your pet’s booking.

Behavioural Considerations

We reserve the right to decline or cancel any bookings for pets who are aggressive or pose a threat to our staff. Any payments or associated costs will be the owner's responsibility. If your pet has known behavioural issues, please consult our team as to the best solution for your pet. Note: Many of our Pet Resorts Australia locations have on-site training options that may suit your pet to alleviate some of these issues. Please chat with us to find out how to book this in.

Private Accommodation

Our room rates are based on social (shared) accommodation and in some cases this may not be possible. Due to overall biological predisposition, some breeds are not deemed suitable for social accommodation and will either require an assessment in a supervised social environment before sharing OR private accommodation. Please talk to our friendly team if you need more information. Private accommodation may also be required if your pet is un-desexed, in heat, or requires reduced stimulation or play.

💳 Payment Terms & Conditions

Booking Fee & Refund Information A 25% booking confirmation fee is required at time of booking. No booking is confirmed without payment.

This fee is non-refundable, but credit may be issued under the following terms:

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

Doggy Daycare:

  • • Cancellations within 24 hours: Non-refundable.
  • • Cancellations more than 24 hours prior: Full credit for future use.

Other conditions:

  • - Credits are non-refundable and expire after 12 months.
  • - Prices may increase by $0.50 to $1.50 per day, per pet.
  • - Pets who arrive late or depart early from the resort will be charged for the entire booking, inclusive of unused accommodation.
  • - Refunds (if granted) incur a 15% admin fee and can take up to 14 weeks.
  • - Refunds are ex-gratia and entirely at Pet Resorts Australia’s discretion.
  • - Extensions to original stay must be paid upfront.

Payment Methods

Visa, MasterCard, AMEX, Eftpos, Cash & Online (via site-specific portal).

📦 Other Important Information & Conditions

  • - Do not bring collars/leads/toys unless clearly labelled — Pet Resorts Australia is not responsible for lost or damaged items.
  • - Large items like beds or suitcases are not allowed.
  • - Pet Resorts Australia provides premium food, bedding, and toys.

If Bringing Your Own Food:

  • - Use spill-proof containers labelled with pet’s name and daily quantity.
  • - Tinned food must be individually labelled.
  • - For dogs: food must be pre-portioned (e.g., zip-lock bags).
  • - A storage and corkage fee applies.

Medication:

  • - Must be in original vet packaging with dosage instructions.
  • - Additional charges apply.

Pet Grooming & Coat Care:

  • - Pet Resorts Australia is not responsible for matting, knotting, smell, etc.
  • - Complimentary hydro bath is offered; grooming is extra.

Minimum Stay Charges:

  • - 7-day minimum over Christmas/New Year.
  • - 6-day minimum over Easter.

Flea & Tick Prevention:

  • - Must be up-to-date. Bring extra if the stay is longer than the covered period (admin fees apply).
  • - Notify Pet Resorts Australia of any health conditions prior to arrival.

Arrival/Departure:

  • - Dogs must be leashed.
  • - Cats must be in individual carriers (siblings cannot share).
  • - No public access to Guest or Resort Rooms.
  • - Owners may settle pets in luxury accommodation.
  • - Owners cannot enter accommodation during pick-up for safety and WHS reasons.

🚐 Pet Taxi Information

If you've booked a van run:

  • - Collection/delivery times are sent via SMS the day before.
  • - No set times can be guaranteed.
  • - Pets for collection must be dropped off by 9:00 AM.
  • - Allow 10–15 minutes for check-in or pre-sign your contract online via the portal to save time.

    • 🏥 If Vet Treatment is Required

    If your pet needs medical attention during their stay, Pet Resorts Australia will attempt to contact you using the numbers you provided. If unreachable, Pet Resorts Australia will act in your pet’s best interest under the boarding contract.

    Your Pet Will be Taken to:

    • Pet Resorts Australia’s vet of choice, unless otherwise specified on the boarding contract.
    • Vet Visit Fees (Approximate):
      • - Transport: from $55.00
      • - Labour: $25.00
      • - Van sterilisation: $15.00
      • - After-hours/public holidays: Surcharges apply

    If You Request Your Own Vet:

    Charges will depend on vet location and time. Vet travel to Pet Resorts Australia (if arranged) is also at owner's cost.

    Seasonal Pricing

    • Low Season: any dates that do not fall during Standard and Christmas periods
    • Standard Rate: accommodation during any school holiday, public holiday, long weekend period, including any days deemed in demand.
    • Christmas Rate: one month between December and January covering Christmas and New Year’s Day (dates change yearly).