Exceptions to this policy may occur in extenuating circumstances, at the discretion of management
A booking fee is required for ALL bookings to be confirmed. This fee must be processed via our website or direct through our team within 48 hours of placing the booking request. This is not a deposit, however, it does come off the final invoice amount of the stay.
Booking fee amount is determined by season.
Booking fees are tied to the individual bookings and cannot be refunded or transferred to other bookings.
Bookings that have not paid the booking fee will be replaced or cancelled.
In the event that guests choose to retrieve their pet before the dates specified on a booking, charges will be applied based on the longest booking duration chosen, with seasonal variations taken into account. Please note that reservations made during peak seasons are bound by a strict adherence to the initially requested maximum duration at any given time.
All invoices must be finalised before your pet will be released from our care.
Bookings with a “TBA” or uncertain collection date must make a payment at the end of each fortnight of the stay.
Animals not collected within two weeks of the indicated collection date and with no communication from the owner, caregiver or emergency contact will be taken to a local pet shelter or rescue organisation at the discretion of management.
We do not provide and credit, refunds or transfers for ‘No-Shows’ and may not be able to re-book in future.