Boarding Conditions

Opening Hours

• Our opening hours are Monday – Sunday 8:00am – 12:00pm & 1:00pm – 5:00pm (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, therefore your pet’s 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 your booking meets the requirements of our cancellation policy below.
• A current vaccination certificate must be produced for each pet on admission to the resort, showing that the vaccination was done within the preceding 12 months and that the due date for the next vaccination has not been passed.
• Vaccinations MUST be given a minimum of two weeks (14 days) prior to boarding, to ensure full immunisation is guaranteed before entry.
• All pets are required to have up-to-date vaccinations including complete puppy and kitten shots.
• We must verify that vaccinations are current, and you need to present the vaccination certificate either before or at the time of boarding.
• PLEASE BRING YOUR PET’S MICROCHIP NUMBER FOR OUR RECORDS (talk to staff for more info).

• Arrange with Tallowood Boarding Lodge to move the Pet to private accommodation, accepting the relevant increase in fees (subject to Manager approval and availability); or
• Collect the Pet and make alternate accommodation arrangements at the Customer’s own cost. * Where an entire female Pet is removed as a result of being on heat, no refund or credit for fees paid will be provided.

• All puppies or kittens must have had their full course of vaccinations and be 2 weeks after their 3rd and final vaccination before they can board with Tallowood (generally about 18 weeks old).
• If vaccination has lapsed then pets must undergo a vaccination program like that of an unvaccinated animal (2 vaccinations a month apart, with boarding allowed 2 weeks after the 2nd shot).
• If vaccination is overdue but less than 30 days from due date, exceptions can be made at the Resort Manager’s discretion only, in accordance with:
- • Injectable vaccination – 14-day isolation period
- • Intranasal vaccination – 48 hours isolation period
- • Oral vaccination – 24 hours isolation period

• A 25% booking confirmation fee of your pet’s total stay is required upon making a booking.
• The booking confirmation fee is not refundable. If more than 30 days cancellation notice is provided, it will be credited to your pet’s next holiday (valid up to 12 months).
• If cancellation is within 30 days or less, 50% of the booking fee is forfeited and 50% credited (valid up to 12 months).
• If cancellation is within 30 days or less during Christmas or Standard Rate periods, 100% of the booking fee is forfeited.
• Doggy Day Care bookings cancelled within 24 hours are not refundable. With more than 24 hours’ notice, a credit will remain valid.
• All credits are non-refundable and expire after 12 months.
• Prices are subject to change. Daily increase of $0.50–$1.50 per pet may apply.
• No refunds for early collections.
• If a refund is granted, a 15% administration fee applies (refund processing time up to 14 weeks).
• Refunds are discretionary and ex-gratia.
• Extensions to stays must be paid at the time of extending.
• Terms and conditions are emailed prior to stay. No refunds will be accepted should you disagree at check-in.

• Do not leave collars, leads, toys, etc. — we are not responsible if lost, soiled, or damaged.
• Tallowood Boarding Lodge supplies premium food, bedding, and toys. Items sent from home must be clearly named and are the owner’s risk.
• Food sent with pets must be in spill-proof, labelled containers. Tinned food must be individually labelled.
• Dog food must be packaged in daily serving sizes (e.g., zip lock bags). Storage and corkage fees apply.
• Medication must be in original vet packaging, clearly labelled with frequency and amount. Extra charge applies.
• We are not responsible for pets’ coats (matting, knotting, smell, etc.). Complimentary hydro bath on departure included; grooming available as fee-for-service.
• A minimum 7-day charge applies over Christmas and New Year.
• A minimum 6-day charge applies over Easter.
• All pets must have flea and tick (including paralysis tick) protection. Owners must provide additional treatments if stays exceed coverage period (fees apply).
• Health conditions must be advised prior to and on arrival.
• Dogs must be on a leash and cats in individual carriers at arrival and departure.
• Owners may settle pets only into luxury accommodation; entry into guest/resort rooms is not permitted at pickup for WHS and safety reasons.

• Collection & delivery times will be confirmed via phone or SMS the day of transport.
• Allow 10–15 minutes for check-in paperwork, or pre-sign online to save time.

• We will attempt to contact you using the numbers you provide.
• If we cannot reach you, we will act in the best interest of the pet under the boarding contract.
• Pets will be taken to Tallowood’s chosen vet unless otherwise specified on the contract.
• All vet bills must be paid by the owner.
• Transport and handling fees apply (est. $40 transport, $25 labour, $15 van sterilisation; after hours/public holiday surcharges apply).
• If you request your own vet, costs will vary depending on location/time.
• Tallowood may request the vet to attend the resort, with travel fees payable by the owner.