Deposit & Cancellation Policy

Important: Please read all of the below

Published – Jan 25 

Over the last few years, we have had prolonged periods where we have been fully booked and then told, with little to no notice, that some customers will be cancelling their booking. Meanwhile, we have been turning away customers causing disappointment and losing business.

To avoid this unfortunate recurring situation, we feel it is now reasonable to ask for a deposit and implement a cancellation fee. If you have any questions, please email us at [email protected]

From 01 Feb 2026 all bookings of 5 days or more for cat/dog boarding will require a 50% deposit to be paid.

By completing your online or telephone booking request, your participation constitutes acceptance of this agreement.

Your booking is not guaranteed until the deposit is paid – failure to pay the deposit within one week of booking will nullify the booking.

The kennels will send a payment link to the customer via email. The customer can phone in and make payment over the phone or use the preferred method and pay using the link. An email confirmation receipt will be sent immediately to the customer once payment has been made.

The balance of the payment for the stay is to be paid on departure.

We do reserve the right to revise our prices from time to time. All prices quoted will be at the rate subject at the time of booking. Please note we re-evaluate our prices once a year.

All boarding dogs and cats MUST have an up-to-date vaccination card valid for the stay, however, if on arrival your pet(s) vaccinations have expired, we reserve the right to not accept your pet(s) for their stay and you are liable to pay for your pre-booked stay in full before leaving the premises.

If you collect your pet(s) earlier than your planned departure boarding date, the remaining days will not be refunded and full payment will be charged for the period you originally booked.

If you collect later than your departure date, you will be charged for those additional days.

If the booking is cancelled in advance of 28 days of your scheduled arrival date, the deposit will be refunded.

If the booking is cancelled with LESS than 28 days’ notice the deposit will be forfeit. If this is the case the customer should contact their travel or pet insurer to reclaim the deposit amount.