Terms & Conditions

1. Cancellations, Booking Changes & Early Pick-Ups

To manage high demand and avoid turning other dogs away, we require a minimum of 24 hours' notice for all booking cancellations or amendments.

  • Daycare: Cancellations made with less than 24 hours' notice, or no-shows, will be charged the full session fee.

  • Boarding: Cancellations made with less than 24 hours' notice will incur a $20 fee per dog. No-shows without prior notification will be charged 50% of the total booking cost.

  • Early Pick-Ups: If you collect your dog prior to the end of their scheduled booking without 24 hours' notice, the full original booking fee applies.

  • Weather Exceptions: Cancellation fees do not apply if changes are made due to extreme or dangerous weather conditions.

2. Health & Vaccination Requirements

No valid records = No stay. Up-to-date vaccination certificates must be presented on or before the first day of entry.

Required Vaccines & Lead Times

All initial vaccines or lapsed boosters must be completed at least 7 days prior to arrival, except for the Nasal Kennel Cough vaccine, which requires a minimum 72-hour lead time.

  • Parvovirus: Puppies require an initial course of two shots (4 weeks apart) followed by annual boosters (adult dogs require 3-yearly boosters).

  • Kennel Cough (Injectable): Requires an initial course of two shots (4 weeks apart) followed by annual boosters.

  • Leptospirosis: Requires an initial course of two shots (4 weeks apart) followed by annual boosters.

General Health Policies

  • Illness: Please do not bring an unwell dog to the facility. Dogs must be free from contagious symptoms (including coughing, sneezing, eye infections, or upset stomachs). K9 Kennels bears no responsibility for any illness or disease contracted during your dogs stay.

  • Parasite Policy: All dogs must be free of fleas, ticks and worms. If parasites are detected, the dog will receive treatment at the owner’s expense and will be isolated until cleared.

3. Behaviour, Socialisation & Facility Rules

To maintain a safe and harmonious environment, we enforce strict entry and facility rules.

  • Socialisation: All dogs must be well-socialised. By booking, owners certify that their dog has no history of aggression or threatening behaviour toward people or other dogs.

  • Trial Days: All dogs must successfully pass at least one Trial Day assessment before their first official stay. K9 Kennels reserves the right to refuse entry or terminate a stay for any dog exhibiting aggressive, destructive, or dangerous behaviour.

  • Dogs on Heat: We strictly do not accept female dogs in season. Owners must confirm whether their dog is spayed/neutered before booking; unfixed animals may be refused at our discretion. If a dog comes into heat during her stay, she must be collected immediately. Owners of unspayed females must provide a local emergency contact authorized for immediate collection.

  • Facility Peace: To prevent pack disruption, over-excitation, and stress, clients must refrain from walking around the facility to look at the dogs.

  • Lobby Protocol: We operate a "one family at a time" policy in the office. Please remain in or by your vehicle until the previous customer has departed and the doorway is clear.

4. Medical Care, History & Emergencies

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

  • Veterinary Authorisation: You authorise K9 Kennels to contact your veterinarian to request medical history if required. In the event of illness or injury, we reserve the right to seek veterinary care at the owner’s expense. We will always attempt to contact you or your emergency contact first.

  • Emergency Procedures: In critical circumstances where emergency veterinary procedures are deemed necessary by a vet, K9 Kennels will act as your agent to approve treatment or seek a second opinion.

  • Medications: All medications must be supplied in their original packaging with clear, printed instructions. K9 Kennels accepts no liability for complications, adverse reactions, or errors arising from owner-supplied instructions.

  • Unexpected Loss: In the unlikely event of an unexpected passing, a necropsy will be arranged at the owner's expense. For senior dogs, we recommend discussing end-of-life preferences with us prior to boarding.

5. Payment Terms & Rates

  • Timing: Full payment is due at or before the time of collection. K9 Kennels does not offer credit or hold accounts.

  • Payment Methods: We accept Cash, EFTPOS, and Credit Cards (a 2.5% surcharge applies to credit card transactions). Internet banking is available via invoice upon prior request.

  • Boarding Rates: Boarding is charged per calendar day, which includes both the day of arrival and the day of departure. Prices are subject to change without prior notice.

  • Peak Period Deposits: A 50% non-refundable and non-transferable deposit is required within 48 hours of booking to secure reservations for the Christmas and New Year periods.

  • Debt Collection: We reserve the right to pursue legal action or engage a debt collection agency for unpaid balances. The owner is responsible for all associated legal and collection fees.

6. Arrival, After-Hours & Abandonment

  • Arrival & Transfers: For safety, all dogs must be securely leashed or crated when moving between your vehicle and the facility.

  • Pre-arranged After-Hours: Scheduled drop-offs or pick-ups outside our standard hours (between 10:00 AM and 4:00 PM) will incur a $30 fee ($50 on Public Holidays).

  • Unannounced After-Hours: Arriving outside of opening hours without prior arrangement will result in an automatic $80 fee.

  • Abandonment: If a dog is not collected within a reasonable timeframe past their scheduled check-out, and the owner or emergency contacts cannot be reached, K9 Kennels reserves the right to surrender the dog to animal welfare authorities. All additional costs (extended care, legal expenses etc.) will be billed to the owner.

7. Bathing & Nail Trim Services

  • Eligibility: Bathing and nail trim services are available exclusively as add-ons to an active daycare or boarding reservation. Standalone appointments are not permitted.

  • Booking: Services must be requested at the time of reservation. Requests made at drop-off are subject to staff availability and cannot be guaranteed.

  • Cancellations: A minimum of 24 hours' notice is required for service cancellations, failing which a fee equal to 50% of the service cost may apply. If a dog is picked up early without 24 hours' notice before a requested service is completed, the full cost of the service still applies.

  • Pricing Surcharges: Base pricing is determined by the dog's size, coat type, and drying method. K9 Kennels reserves the right to apply additional charges for dogs requiring extra time or resources (e.g., severe matting, excessive dirt, major de-shedding, or difficult behaviour).

8. Liability & Code of Conduct

  • Owner Liability: Owners are fully liable for all expenses incurred due to the actions of their dog, including but not limited to veterinary expenses and property damage.

  • Limitation of Liability: While we provide professional, high-standard care, K9 Kennels accepts no responsibility for illness, injury, or loss, except as strictly required under the Consumer Guarantees Act 1993.

  • Personal Belongings: K9 Kennels is not responsible for the loss or damage of toys, bedding, or personal items left with the dog.

  • Zero Tolerance Policy: K9 Kennels operates a strict zero-tolerance policy for verbally abusive, aggressive, or threatening behaviour directed toward our staff, other customers, or dogs. Any individual exhibiting such behaviour will be required to leave the premises immediately and may be permanently banned without notice.