Boarding Conditions

Opening Hours

• Our opening hours are Monday – Sunday 9:00am–12:00pm & 1:00pm–4:00pm (Closed Christmas Day)
• 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.

• 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).

• 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.

• 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 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

• A 25% booking confirmation fee of your pet’s total stay is required at booking. Bookings are not confirmed until this fee is paid.
• The booking fee is not refundable; however:
- • More than 30 days’ notice: fee may be credited to a future stay (valid 12 months).
- • Less than 30 days’ notice: 50% forfeited, 50% credited to a future stay (valid 12 months).
- • Less than 30 days’ notice during Christmas/Standard Rate periods: 100% forfeited.
• Doggy Day Care bookings cancelled within 24 hours are non-refundable. With more than 24 hours’ notice, a credit will remain on your account.
• All credits are non-refundable and expire after 12 months.
• All prices are subject to change without notice (CPI increases apply).
• No refunds for early collections.
• If a refund is granted, a 15% admin fee applies (processing time up to 14 weeks). Refunds are ex-gratia and at company discretion.
• Extensions to the stay must be paid at the time of extending.
• Terms and conditions of accommodation are emailed prior to stays. No refunds if you do not agree at check-in.

• 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), 6 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.

• 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 $40 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.