FAQ’s

Your dog MUST HAVE a CURRENT C5 VACCINATION CERTIFICATE for ‘the famous five’ :-  Distemper, Hepatitis, Parvovirus, Parainfluenza and Bordetella bronchiseptica.   All kennels are required to abide by the NSW Department of Primary Industries NSW Animal Welfare Code of Practice No. 5 – Dogs and cats in animal boarding establishments.  Section 6.1.1 ‘For dogs, vaccination against distemper, hepatitis, parvovirus and canine cough is required.  A current vaccination certificate (certifying that vaccination was done in the preceding 12 months) must be produced for each dog before admission.  No refunds or credits will be given should these not be up to date by time of booking. Checking for heartworm infection is recommended before admission.’

This is dependent on the time of the year you want us to care for your pet. If you are planning to go away during the school holidays, Christmas/New Year, Easter, you need to book months in advance. We have dogs booked in 12 months in advance as the demand is high and there are only so many pets we can care for. During these times we have Waiting Lists for hopeful owners. If you need us to care for your pet during the low season, it is still advisable to book as soon as you have your dates set.

• A 40% 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.
• 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 or Standard Rate periods, you will forfeit 100% of the booking confirmation fee (these conditions are not negotiable).
• All Doggy Day Care bookings cancelled within 24 hours are not refundable. If more than 24 hours cancellation notice is provided, a credit will remain on your account for future use.
• All credits are non-refundable and will expire after a 12-month period.

Deposits can be made through internet banking or by EFTPOS at the kennels. The balance is paid by EFTPOS or cash when you collect your pet. We do not accept cheques.

The vets recommend it is best for the pet to remain on its normal diet, so please bring your pet’s food, sufficient for the duration. We have fridges and freezers to store food. Bring some of your pet’s favourite treats too. Do not bring all the ‘b’s’ = beds, bowls, blankets and bedding. We have everything. Just bring a favourite toy of an unwashed, old t-shirt so it has your scent on it. If your pet is on medication, please ensure you bring sufficient for the duration, as prescribed by your vet, with your pet’s name, clear dosage and administration instructions on the label. Make sure your pet is wearing a collar and is on lead on alighting from your vehicle as we are on acreage and we have pet peacocks that will not run away. We do not want our pet peacocks to be injured or frightened.

Every dog is allocated its own kennel. For dogs from the same family, we place them side by side unless the owner specifies they want the dogs to be together. Our kennels are designed in such a way that several walls move thereby turning two kennels into one. We do not and will not house dogs belonging to different owners together. We do not backpack.

Only dogs from the same family share a kennel. We do not and will not house dogs belonging to different owners together. We do not backpack. At meal times we always separate dogs, even those from the same family, because from our experience we have found if there is going to be a fight it is normally over food.

We have nine outside exercise yards as well as a very large indoor arena. Our philosophy is to provide all the dogs with more than ample exercise in the fresh air so when they come back inside the complex they are ready for a nap. Each dog is exercised three times/day. The Code of Practice states 8.2.1 Exercise can be provided by:- allowing dogs access to an exercise area for at least 10 minutes twice daily. We do not believe twice a day for 10 minutes is sufficient exercise for any dog, unless, of course, there are health issues.

When you make your booking for your pet dog, we record lots of information, particularly in respect to your pet’s behaviour. We understand your pet is leaving its own environment and as such it may react differently to normal at our kennels. One of the questions we ask is:- Is your dog social with other dogs and/or is s/he aggressive? We record your answer to this extremely important question, however, we cannot rely on your answer. We have a duty of care and before we allow any dog to socialise with another we cannot do so unless we have monitored the dog to ensure we are confident they will play and have a great time with another dog. We read the dogs. We have nine exercise yards so your dog will not miss out.

In the event of a thunderstorm during the day, all pets are secured safely inside the complex. We lock-down. There is no way any pet will be outside during a thunderstorm, or for that matter, when it is raining or during the night. Our nickname for our kennels is ‘Guantanamo Bay’, as it is escape proof. We have calming music to settle them as well as TV. Our complex is double-insulated to reduce outside noise. With our exercise programme the pets will usually sleep through the night. We move around the complex all the time and talk to each pet calling them by their name. On admission this is one of the questions we ask all owners and we document the information provided. We use the information provided by the owners as a guide and we test and monitor the pet’s behaviour all the time. If an owner provides and requests medication for their pet during thunderstorms we will administer the correct dose according to the vet’s diagnosis and prescription instructions. We do not medicate pets unless so instructed by the vet and the owner.

Upon admission we document the food regime for every dog to ensure the correct food and portions are presented. All pets are boarded individually and they only have access to their own food. We monitor every dog’s food consumption so we know if they are (a) eating what they are given, or (b) have lost their appetite.

The design of our complex ensures a comfortable temperature is maintained. It is open-plan to ensure maximum air circulation. The roof is double insulated with air extractors, the walls are lined with refrigeration panelling and the floor is concrete with an epoxy covering; there are industrial fans which are directed to every part of the complex. We monitor how much water every dog is drinking, every day, and ensure they always have more than sufficient water for their needs. Our kennels are cool but on extremely hot days we monitor the amount of water in each kennel every hour.

Dogs have great memories and your dog will never forget you. We have dogs return for another holiday with us after 12 months and they remember us. We love to see the reaction when owners collect their pets. Our kennels are called ‘The House of Fun’, which says it all. We treat your pet as if it was our own – it will not miss out on anything. Once your pet has settled in to the new routine s/he will be more than comfortable. We will keep your pet busy and give plenty of ‘tender loving care’, just as you do.

We are only allowed to have a certain number of dogs under our care. Every dog is treated exactly the same, big or small, young or old. We do not have ‘packages’ – the price is the same for every dog.

Yes, provided you have certification from your vet stating your pet is well enough to go into a kennel. We do charge an extra fee for dogs which are incontinent, which is understandable. We look after quite a number of aged and frail dogs.

All medication must be prescribed by a vet, clearly labelled with the dog’s name and the dosage on the label. Please note there is a medication administration charge starting at $6.50 per administration. Additional fees will apply for medication needing to be administered out of hours.

In the unlikely event that your pet requires veterinary treatment during their stay we will attempt to contact you or your listed emergency contact on the telephone numbers provided and seek instructions. If we are unable to reach you on the telephone, we will attempt to contact you via the email address provided and seek instructions. If we are still unable to make contact through these methods, we will make a decision based on the welfare and best interest of the pet.

Should your pet require veterinary treatment, they will be taken to the local vet for which a fee will be charged for transport and time spent at the vet ($40.00 transport, $25.00 labour per hour, $15.00 van sterilisation). Please note after hours or public holidays incur additional charges ($40.00 transport, $50.00 labour per hour, $15.00 van sterilisation). Should you request to have your pet taken to your treating vet, further charges will apply.

Please note that all veterinary fees are the responsibility of the owner and must be paid on presentation of the invoice.

We look after dogs with different types of special needs, including blind and deaf dogs. The blind dogs are personally walked around one exercise yard, on a lead, and this exercise yard is then the one they use. They are introduced to their own kennel, shown where their bed and water are located. When feeding, the pet is introduced to the food bowl which is then placed on the ground. Deaf dogs are easy, they will follow hand signals. The thing we do differently to other kennels is that we interact all day long with all the dogs, calling them by their names, patting them, talking to them, give them treats, look them in the eyes.

• A 40% 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.
• 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 or Standard Rate periods, you will forfeit 100% of the booking confirmation fee (these conditions are not negotiable).
• All Doggy Day Care bookings cancelled within 24 hours are not refundable. If more than 24 hours cancellation notice is provided, a credit will remain on your account for future use.
• All credits are non-refundable and will expire after a 12-month period.
• 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.
• 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.
• Payment options include Cash, Eftpos or Credit Card.