Boarding Conditions

Opening Hours

  • Visit our homepage for 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.
  • In the event our services are rendered outside of our office hours, a fee will be payable in the amount of $350 per hour outside of opening hours (minimum 1 hour charge). The option to offer any service outside of our office hours remains at the sole discretion of the company.

Vaccination, Microchip & De-sexed Requirements

  • All dogs must have at least a C5 vaccination, all cats to have at least a F3 vaccination. No refunds or credits will be given should these not be up to date by time of booking.
  • If your pet is not properly vaccinated, they cannot be accepted for boarding, and the stay will be cancelled. If a booking fee has been paid and your booking is cancelled due to lack of vaccination, no refund will be granted unless cancellation policy requirements are met.
  • A current vaccination certificate must be produced for each pet on admission, showing vaccination was done within the preceding 12 months and that the due date has not passed. Vaccinations MUST be given a minimum of 14 days prior to boarding.
  • All pets are required to have up-to-date vaccinations including complete puppy and kitten shots.
  • Vaccination certificates must be presented either before or at the time of boarding.
  • PLEASE BRING YOUR PET’S MICROCHIP NUMBER FOR OUR RECORDS (speak to staff for more info).
  • Puppies or kittens must have completed their full course of vaccinations and be 2 weeks past their 3rd and final vaccination (around 18 weeks old) before boarding.

If Vaccinations Have Lapsed

  • If vaccination has lapsed, pets must undergo a new vaccination program (2 vaccinations one month apart, then 2 weeks after the 2nd shot they may board).
  • Exceptions for overdue vaccinations (less than 30 days) may be granted at the Resort Manager’s discretion, with isolation periods depending on vaccination type:
    • Injectable: 14-day isolation
    • Intranasal: 48-hour isolation
    • Oral: 24-hour isolation

If an entire female Pet is determined to be on heat, the Customer must immediately:

  • Arrange with TLC Pet Care to move the Pet to private accommodation (subject to availability and additional fees), or
  • Collect the Pet and make alternate arrangements at their own cost.
  • No refund or credit will be provided if the pet is removed for this reason.

Medical and Aged Care Requirements

Pets 13 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.

Providing Medication for Your Pet

Please chat with the team if your pet requires special medication. All medication must be in original vet packaging and clearly marked with frequency and amount to administer. A small medication administration fee will apply.

Behavioural Considerations & Private Accommodation Requirements

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.

Our Dog 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 temperaments, 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 team 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.

Cats

Cats are housed in private accommodation, and all play and enrichment sessions are conducted privately. Sibling cats from the same household may share accommodation and participate in play sessions together where appropriate and subject to availability.

Payment Terms & Conditions

Booking Fee Information

A 25% non-refundable booking confirmation fee of your pet’s total stay is required upon making a booking. Your pet’s stay cannot be confirmed until the booking confirmation fee is paid. Please note: ALL bookings require the booking confirmation fee to be paid at the time of making the booking.

Cancellation, Refund and Credit Policy

  • The booking confirmation fee is not refundable; however, we understand not everything goes to plan. If more than 30 days cancellation notice is provided, we will gladly transfer your booking confirmation fee as a credit to your pet’s next holiday (valid for up to 12 months).
  • If cancellation notice is provided 30 days or less of your booking, you will forfeit 50% of the booking confirmation fee and the remaining 50% we will gladly credit to your pet’s next holiday valid for up to 12 months (these conditions are not negotiable).
  • If cancellation notice is provided 30 days or less of your booking during the Christmas, Easter or Standard Rate periods, you will forfeit 100% of the booking confirmation fee (these conditions are not negotiable).
  • All credits are non-refundable and expire within a 12-month period
  • No refunds or credits will be given if vaccinations are not current at the time of booking.
  • Where an entire female Pet is removed from TLC as a result of being on heat, no refund or credit for fees paid will be provided.
  • 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.
  • All prices are subject to change without notice. Please note that the prices we provide are an estimate of your booking and that there may be a price rise before your booking comes around. Any increase in your booking order will only be between 50c to $1.50 per day, per pet increase. Prices may increase each year to keep up with CPI and our increasing costs.
  • No refunds will be offered for early collections.
  • If a refund is granted, an administration fee of 15% of the refund amount is charged (refund processing time is up to 14 weeks).
  • By making an application for a refund the customer acknowledges and accepts that the payment of any refund is done as an ex-gratia payment at the sole discretion of TLC Coffs Boarding
  • Any extensions to the original accommodation period will be paid at the time of extending the stay.
  • Terms and conditions of accommodation are emailed to you prior to your pet’s stay. No refund will be accepted should you not agree with our terms and conditions at check-in.

Doggy Daycare Cancellation, Credit and Refund Policy

  • Doggy Daycare cancellations within 24 hours are non-refundable.
  • Doggy Daycare cancellations made more than 24 hours prior receive a full credit for future use.
  • All Doggy Daycare credits are non-refundable and expire after a 12-month period

If Vet Treatment is Required

  • We will attempt to contact you using the numbers provided.
  • If unreachable, we will act in the best interest of your pet.
  • Pets will be taken to TLC’s choice of vet unless otherwise specified on the boarding contract.
  • All vet bills are payable by the pet’s owner.
  • Transport fees apply (from $55 transport, $25 labour, $15 van sterilisation; surcharges for after hours/holidays).
  • If you request a vet of your choice, costs will depend on location and time spent.
  • TLC may, at its discretion, have the vet come to the resort. Travel costs are payable by the owner.

Payment Options

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

Other Important Information & Conditions

  • Please do not leave collars, leads, toys etc. — we are not responsible if lost or damaged.
  • TLC supplies premium food, bedding, and toys. If you send items, they must be clearly named, and we accept no responsibility if damaged or lost.
  • Food sent must be in spill-proof containers, labelled with pet’s name and daily quantity.
  • Dog food must be pre-packaged in daily portions (e.g., zip-lock bags). Storage and corkage fees apply.
  • All medication must be in original vet packaging, clearly labelled. Extra charges apply.
  • TLC is not responsible for coat condition (matting, knotting, odour etc.). Complimentary hydro bath on departure; grooming is at additional cost.
  • Minimum stays: 7 days (Christmas/New Year), 4 days (Easter).
  • Pets must be covered with flea/tick prevention for duration of stay. Bring extra treatment if required (fees apply for administration).
  • Inform staff of any health conditions prior to and on arrival.
  • Dogs must arrive on leash, cats in individual carriers.
  • Owners are not permitted in guest rooms/resort rooms (WHS & safety reasons). Pets should be settled at the office.

Seasonal Pricing & Minimum Periods

  • Low Season Rate: any dates that do not fall during Standard, Easter or Christmas periods
  • Standard Rate: accommodation during any school holiday, public holiday, long weekend period, including any days deemed in demand.
  • Easter Rate: A 4-day period commencing the Thursday prior to the Easter long weekend covering Easter Friday, Easter Saturday, Easter Sunday and Easter Monday and up to and including the Tuesday after the Easter long weekend. Dates change yearly. A minimum 4-day charge applies across the Easter holiday period.
  • Christmas Rate: one month between December and January covering Christmas and New Year’s Day (dates change yearly). A minimum 7-day charge applies across the Christmas and New Year period.