Terms and Conditions

1. Cancellations & Early Pick-Ups

We understand that plans change. To help us manage high demand and ensure we don’t have to turn other dogs away, we require 24 hours' notice for all booking changes.

Daycare: Cancellations with less than 24 hours' notice (or no-shows) will be charged the full session fee.
Boarding: Cancellations with less than 24 hours' notice will incur a $20 fee. No-shows without notification will be charged 50% of the total booking cost.
Early Pick-Ups: If you pick up your dog before the end of your scheduled booking without 24 hours' notice, the full original booking fee applies.
Exceptions: These policies do not apply to cancellations made due to extreme or dangerous weather conditions.

2. Behaviour & Socialisation

To maintain the safety and harmony of our pack, we have strict entry requirements regarding behaviour.

Socialisation: All dogs must be well-socialised. Owners certify that their dogs have not harmed or shown any aggressive or threatening behaviour toward people or other dogs.
Entry Assessments: All dogs must successfully pass at least one Trial Day assessment before entry. We reserve the right to refuse entry to any dog exhibiting aggression or destructive behaviours.
Owner Responsibility: Owners are fully responsible for any expenses accrued due to the actions of their dog, including but not limited to medical expenses and damage to property. While we evaluate all dogs, we acknowledge that unpredictable behaviour can occur.
We are unable to take dogs on heat. No exceptions. If a female comes into season during her stay, she must be collected immediately. Owners of unspeyed females must provide an emergency contact able to collect the dog immediately.
Helping Us Stay Calm: We know the dogs are adorable, but please refrain from walking around the facility to look at them. Why? Strangers cause the dogs to become over-excited or stressed, which disrupts the harmony of the pack. Thank you for helping us keep things peaceful!

3. Medical Care & History

Your dog’s health is our priority. Owners must provide a full medical history, including temperament, dietary needs, and precise medication instructions.

Vet Authorisation: You authorise K9 Kennels to contact your veterinarian to release history upon request. We reserve the right to seek veterinary care at the owner’s expense if necessary. We will attempt to contact you or your emergency contact first.
Emergency Procedures: In extreme circumstances, if a veterinarian deems a procedure necessary, K9 Kennels will act as your agent to seek a second opinion or approve the procedure.
Unexpected Loss: In the unlikely event of an unexpected death, an necropsy will be arranged at the owner's expense. For elderly dogs, we recommend discussing end-of-life preferences with us in advance.
Medications: Medication must be supplied in original packaging with clear instructions. K9 Kennels is not responsible for reactions, complications, or errors arising from owner-supplied instructions.

4. Payment Terms

Timing: Payment is due at or before the time of pick-up. We do not offer or hold credit.
Methods: Cash, Eftpos, or Credit Card (a 2.5% surcharge applies to credit card). Internet banking is available via invoice upon request.
Rates: Boarding is charged per calendar day, including arrival and departure days. No part-day charges apply. Prices are subject to change without notice.
Holiday Deposits: A 50% non-refundable and non-transferable deposit is required within 48 hours of booking for Christmas and New Year periods.

5. After-Hours Policy

Our facility operates on a strict schedule to ensure the dogs remain calm and settled.

Pre-arranged After Hours: Scheduled drop-offs/pick-ups outside normal hours (between 10 AM – 4 PM) incur a $20 fee ($50 on public holidays).
Unannounced After Hours: Arriving outside opening hours without prior arrangement will result in an $80 fee.

6. Health, Safety & Liability

Transfers & Arrival: For the safety of all guests, all dogs must be secured by a lead or in a crate when moving between the vehicle and the facility. To maintain a calm environment, we allow only one customer/family in the office at a time. Please remain in or by your vehicle until the previous customer has departed and it is your turn to enter. Keep the doorway clear at all times.
Fleas: Dogs must be flea-free. If found, the dog will receive a flea bath at the owner’s expense and be isolated until cleared.
Health: Do not bring your dog if they are unwell. All dogs must be free from any condition that could potentially jeopardise other guests (including sneezing, coughing, eye infections, upset stomach etc.). If you are unsure, please call us before arrival.
Liability: We provide professional care but do not accept responsibility for illness, injury, or loss, except as required by the Consumer Guarantees Act 1993.
Personal Items: K9 Kennels is not responsible for damage to bedding, toys, or personal items.
Abandonment: If a dog is not picked up and the owner cannot be reached, we reserve the right to hand the dog over to animal welfare authorities.

7. Vaccination Requirements

No records = No stay. Records must be presented on or before the first day of entry.

Required Vaccines: Kennel Cough, Parvo, and Lepto.

Lead Time: Must be completed at least one week prior to arrival.

Parvo: Puppies require two shots 4 weeks apart (initial) plus yearly boosters, Adult dogs 3 yearly.
Kennel Cough (Nasal): Must be given at least 72 hours prior.
Kennel Cough (Injectable): Requires two shots 4 weeks apart (initial) plus yearly boosters.
Lepto: Requires two shots 4 weeks apart (initial) plus yearly boosters.

8. Grooming Services

Cancellations: 24 hours' notice required. Late notice may incur a fee of 50% of the service cost. No-shows are charged 100%.
Times: Drop-off 8 AM – 10 AM; Pick-up 4 PM – 6 PM.
Pricing: Based on size, breed, and coat condition. Extra charges apply for matting, tangles, or difficult behaviour.

9. Zero Tolerance Policy

We have a zero-tolerance policy for verbally abusive, aggressive, or threatening behaviour toward staff, customers, or dogs. Any person exhibiting such behavior may be permanently banned without notice.