Our Boarding Terms & Conditions
By placing a pet in the care of Grand Haven Pet Resort, the Owner or Agent acknowledges and accepts all terms and conditions outlined below. This agreement governs the boarding of the pets named herein by our proprietors, staff, and agents.
- I release and indemnify the Pet Resort against all responsibilities, liabilities, claims, damages and expenses (including any loss, injury, sickness or death) of any pet lodged with the Pet Resort, howsoever caused, including by any negligent act or omission or breach of duty or contract by the Pet Resort or any other person.
- That the Pet Resort bears no responsibility for any collars, leads, containers or articles left with the Pet Resort.
- That I will pay the charges per calendar day (this includes both the day of arrival and the day of departure regardless of time) during the period of lodgement of all pets left at the Pet Resort. I will pay all fees for boarding upfront and any extra costs that may be incurred on collection of the Pet including any vet fees deemed necessary. Payment is accepted via Cash or EFTPOS only; cheques are not accepted. Internet transfers must be completed and cleared 48 hours prior to the pet’s arrival.
- I authorise the Pet Resort to obtain Veterinary attention for any pets, including any treatment or investigative procedures deemed necessary. Grand Haven Pet Resort reserves the right to seek veterinary attention at its absolute discretion. While we endeavour to use your preferred veterinarian where practical, we reserve the right to use our chosen practitioner in the interest of the pet’s welfare. I agree to pay all vet costs before the pet leaves the Pet Resort. In the event that the Owner cannot be contacted, the vets’ decision will be final.
- That the signing of this agreement will give the Pet Resort lien over the pets in favour of the Pet Resort, which lien shall continue to exist while monies are owing pursuant to this agreement.
- That I will not be entitled to remove pets from the Pet Resort until all monies have been paid in full. No refunds shall be given if pets are picked up early as per agreement.
- If fees remain outstanding for seven (7) days and the Owner fails to rectify the balance upon request, the Pet Resort is authorized to rehome or otherwise surrender the pet at its absolute discretion. The Owner remains liable for any shortfall in outstanding balances, plus a $50.00 administration fee and 12.5% interest. Any shortfall between the rehoming/surrender and account balance will be the liability of Owner or Agent to rectify within 30 days to the Pet Resort.
- That no deposit paid to the Pet Resort shall be refunded. Our Cancellation Policy is available on our website.
- The Pet Resort can refuse the right of entry of any animals showing any signs of illness, cough, mucous discharge, inflamed eyes, lethargy, sneezing or temperature. Any animal that is of threat to any person in the Pet Resort will also be refused entry. Any animal that displays aggression or harms a person at the Pet Resort must be removed immediately by the Owner or their emergency contact. The Owner assumes full liability for any medical costs incurred by the injured party.
- I warrant that I am the said Owner of the pets or authorised person by the Owner to enter into this agreement and I understand and have read and agree to all of the conditions.
VETERINARY SERVICES
In the event of an Accident, Injury or Illness resulting in the Pet Resort obtaining Veterinary attention for my Pet(s), I understand I will be held liable for all costs regarding treatment and Owner’s/Agents may authorise these services as deemed necessary to a restricted monetary value (Advise us of this upon arrival)
Should your pet need vet treatment during your pet’s stay at our resort we will:
- Try to contact you on the contact numbers that you have left (it is your responsibility to leave us contact numbers)
- Should we be unable to contact you we will make the decision in the best interest for the pet acting within the terms of the boarding contract.
- The pet will be taken to the vet of Grand Haven Pet Resort’s choice. Where possible and practical we endeavour to take pet’s to their regular vet, however this is not always possible.
- All vets bills will be required to be paid by the pet’s Owner as per the contract of boarding.
- Should your pet be taken to any local vet clinic or emergency clinic a fee will be charged for transport and time spent at vet. (Eg: Transport, Time & Sterilisation Costs. After hours or public holidays will incur a surcharge)
- If available, should a Veterinarian arrive to treat any pet onsite at Grand Haven Pet Resort vet travel is to be paid by their Owner as per boarding contract.
Paralysis Ticks, Toads and Snakes
While we maintain our grounds to high standards, we strongly recommend all pets are up-to-date with premium tick and flea prevention prior to arrival.
South East Queensland is home to a number of hazards to our Pets. While all care is taken, no place is 100% safe for pets.
In the event of an emergency, we will contact the Vet first and foremost and administer First Aid. We will endeavour to contact you or your Alternate Contact on the numbers as provided below.
If we are unable to make contact, the Vet’s decision will be final and all costs are payable by the Owner.
Canine Cough
Canine Cough/Canine Infectious Tracheobronchitis (commonly known as ‘Kennel Cough’) is a very common disorder that is seen in any situation where there are a number of dogs, such as Dog Parks, Obedience Classes, Beaches and Boarding Kennels. The time from contact with infection until symptoms are seen can be up to 7 days. This means that animals can seem perfectly healthy when admitted to the kennels even though they are already shedding the virus. Spread is rapid via dog to dog contact, human to dog contact and even just via the air!
Although your dog is vaccinated against ‘Kennel Cough’ it is a complex condition. Your dog is routinely vaccinated for 2 components of the complex. These include Canine Parainfluenza (the equivalent of dog flu) and Bordetella Bronchisepta (dog version of whooping cough). Canine cough however can incorporate up to 14 different viruses and secondary bacterial infections in a single case. This means that even though your dog is vaccinated for the very severe components (that can cause pneumonia and death), they are still susceptible to some of the mild symptoms of the Cough complex (similar to us catching a common cold).
Feline Flu
Feline Flu (or “Cat Flu”) is a common disease caused by either of two viruses; Feline Herpesvirus or Feline Calicivirus and sometimes, Feline Chlamydia. Like Canine Cough, Cat’s incubating the virus may seem healthy upon arrival at the Pet Resort and symptoms may not become apparent for 3-7 days after infection.
The risk of developing ‘Cat Flu’ can be reduced by regular vaccination. Unfortunately vaccination will not prevent infection but may lessen the severity of the disease.
Generally cats are most at risk of catching flu if they are in contact with other cats, for example at Rescue or Welfare Shelters, Outdoor Neighbourhood Cats, and Catteries.
Infected Cats shed a lot of virus particles into the environment via their saliva or nasal secretions and these may remain alive for up to a week in the environment.
Unfortunately, cats that recover may become temporary or permanent virus carriers. This means that they may shed virus into the environment, even if they have no disease signs. Carrier cats are most like to shed during bouts of illness and stress.
Despite our standards of care and cleanliness being second to none at Grand Haven Pet Resort, unfortunately Viruses, like Canine Cough and Feline Flu are airborne (just like the human flu) and are highly contagious conditions.
No Pets are admitted to our Pet Resort with obviously signs of sickness or illness. If your pet shows any symptoms or signs of illness, we will seek veterinary advice and all costs are payable by Owners.
If you have any concerns after collecting your pets, please do not hesitate to contact us.
CANCELLATION POLICY
All reservations require a deposit to secure your booking. The amount is based on the time of year (eg: Off-Peak, School Holidays, December/January) and will be confirmed in your Boarding Request Email along with the date this is due by. If payment is not received by the due date, your booking may be removed from our system without further notice to accommodate other families. Any Deposit received for any pet, that is then cancelled by the Owner for any reason, or by Management for breach of our boarding policies, is in no way refundable or transferrable.
Fees are required in full upon Check In.
Deposits are non-refundable or transferrable. No Refunds are given for early departures.
TERMS AND CONDITIONS FOR THE DECEMBER/JANUARY HOLIDAYS
Due to high demand during the December/January period, full payment or non-refundable deposits are required to secure your booking. This ensures availability for our genuine guests and prevents ‘just in case’ reservations from blocking others.
Booking deposits are required for each pet booked when the reservation is made to secure the booking. The booking may lapse if we have not received your payment and may not be able to be reinstated due to lack of availability.
The total amount due to secure your booking will be confirmed in your Boarding Request Email along with the date this is due by. If payment is not received by the due date, your booking may be removed from our system without further notice to accommodate other families. Any Deposit received for any pet, that is then cancelled by the Owner for any reason, or by Management for breach of our boarding policies, is in no way refundable or transferrable.
Additional services such as boarding upgrades, treat times, adventure walks, administration of medication, extra handling of foods brought from home or special attention needed, is not required to be paid until check-in.
Please carefully read our T’s and C’s as payment of the deposit and boarding pets is considered acceptance of our boarding policies, and cancellation policies. We strongly recommend families take out travel insurance policies that cover pets in boarding to protect against unforeseen cancellations.
Prior to your pet’s arrival, we ensure sufficient staff are available to care for them based on the period you have booked. Therefore, the booked period is payable on check-in for days in the school holidays, with no refund or credit if you decide to come home early. No bookings or payments can be on-sold or transferred to a third party.
Prices quoted are current at time of booking and may be subject to change without notice. We are sorry, but we are unable to absorb all the increases passed to us by our suppliers and our Government.
