Boarding Conditions

Opening Hours

Visit our homepage for relevant opening hours.
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.

Vaccination, Microchip & De-sexed Requirements

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 with us 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.
To ensure that we offer your pet the best possible care, 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 to Barnstone Kennels and Cattery.
All pets are required to have up to date vaccinations including complete puppy and kitten shots.
We must verify that the vaccinations are current, and you must present the current 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).

If an entire female Pet is determined to be on heat, the Customer must immediately:

Arrange with Barnstone Kennels & Cattery to move the Pet to private accommodation, accepting the relevant increase in fees for the remainder of the stay (subject to Manager approval and resort availability).
Collect the Pet from Barnstone Kennels & Cattery and make alternate accommodation arrangements at the Customer’s own cost.
Note: Where an entire female Pet is removed as a result of being on heat, no refund or credit for fees paid will be provided.

Pet Vaccinations Continued

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 Barnstone Kennels and Cattery (generally around 18 weeks old).
If vaccination has lapsed, pets must undergo a vaccination program like that of an unvaccinated animal (2 vaccinations a month apart, boarding allowed 2 weeks after the 2nd shot).

Note: If vaccination is overdue but less than 30 days from due date, exceptions can be made at the Resort Manager’s discretion only:

Injectable vaccination – 14-day isolation period
Intranasal vaccination – 48 hours isolation period
Oral vaccination – 24 hours isolation period

Medical and Aged Care Requirements

Pets 13 years and older, or with known medical conditions will require a fit-to-board letter from their vet (these will need to be dated within 12 weeks of the entire boarding period).

Please contact our team (or they will be in contact) to fill out an aged care questionnaire and advise you of the process for gaining a fit to board letter from your vet.

Please notify our team of any health conditions or relevant information regarding your pet prior to, and on arrival.

Note: Our team will always put your pet’s best interests first, and thus reserve the right to decline or cancel boarding (regardless of fit to board letter) for medical, behavioural or age based reasons. We appreciate your understanding as we work to keep the safety and health of your pet a top priority.

Additional Aged Care Fee: Due to the extra attention and care that is required for older pets, an aged care fee of $5 per day will be applied on top of your pet’s booking.

Providing Medication for Your Pet

Please chat with the team if your pet requires special medication. All medication must be in original vet packaging and clearly marked with frequency and amount to administer. A small medication administration fee will apply.

Pets with Stitches, Bandages, Wounds or Other Medical Concerns

For the safety and welfare of pets in our care, Barnstone Kennels does not ordinarily accept pets with stitches or sutures, bandages or dressings, open or healing wounds, surgical sites, drains, significant skin conditions or lesions, or pets that have recently undergone surgery or another medical procedure requiring additional care or monitoring.

We recognise, however, that not all conditions prevent a pet from safely staying with us. Where it is safe and reasonably practical to do so, we will make reasonable efforts to accommodate pets with straightforward care requirements, such as monitoring a healing wound or surgical site, stitches, or undertaking a basic bandage change. Any existing medical condition, wound, stitches, bandage, recent procedure or other concern must be fully disclosed to the Resort prior to arrival and expressly approved in advance by the Resort Manager. Approval is at the Resort Manager’s discretion and may require veterinary advice or clearance and confirmation that the Resort can reasonably and safely provide the level of care required.

Pets arriving with a condition that has not been disclosed and approved prior to arrival may, and are likely to, be refused admission at check-in. Where admission is refused because a pre-existing condition was not disclosed and approved, the booking may be treated as a late cancellation or no-show and no refund or credit will be provided for the booked stay.

Where a pet is accepted with a known medical condition or additional care requirement:

Additional care charges may apply for monitoring, bandage changes, medication, restricted activity, separation or any other additional care required.
The client must provide all medication, dressings and materials reasonably required to manage the condition, including items such as bandages, gauze, antiseptic wash, protective equipment or other veterinary-recommended supplies, together with clear written instructions for their use.
Acceptance of the pet does not mean that Barnstone Kennels assumes responsibility for treating or resolving the underlying condition. Our team will provide the agreed level of care and monitoring within the reasonable capabilities of the Resort.
If the condition worsens, becomes concerning, requires assessment or treatment beyond the agreed level of care, or our team considers veterinary assistance necessary, veterinary advice, assessment or treatment may be sought at the Resort’s discretion and all associated veterinary, transport and additional care costs will be payable by the client.
If at any time during the stay the Resort reasonably determines that it can no longer safely or appropriately accommodate or manage the pet — including where the pet becomes distressed or anxious, interferes with stitches, sutures, dressings or bandages, repeatedly aggravates a wound, will not tolerate the required care, or otherwise requires a level of supervision or treatment beyond what the Resort can reasonably provide — the client or nominated emergency contact may be required to collect the pet as soon as reasonably possible.
Where collection cannot reasonably be arranged, the Resort may arrange for the pet to be transported to a veterinary clinic, veterinary hospital, alternative care facility or other suitable facility capable of providing the required level of care, subject to an appropriate facility being available. Any veterinary, accommodation, transport or other associated costs will be payable by the client.

Prior approval does not guarantee admission or continued accommodation. Barnstone Kennels reserves the right to decline admission at check-in, or require alternative arrangements during the stay, if the pet’s condition has changed, is more significant than originally disclosed, or the Resort reasonably considers that continuing to accommodate the pet could compromise the welfare or safety of the pet, other pets or staff.

If a new injury, wound, illness or medical concern develops or becomes apparent during the pet’s stay, Barnstone Kennels will take reasonable steps to assess and manage the situation and may seek veterinary advice or treatment in accordance with our veterinary care and emergency treatment terms. Associated veterinary, transport and additional care costs will be payable by the client.

Behavioural Considerations

We reserve the right to decline or cancel any bookings for pets who are aggressive or pose a threat to our staff. Any payments or associated costs will be the owner's responsibility. If your pet has known behavioural issues, please consult our team as to the best solution for your pet.

Private Accommodation

Our Dog Guest Room and Resort Room rates are based on social (shared) accommodation and social play, and in some cases, this may not be possible. In our experience, there are certain breeds of dogs who are unable to share with other pets or require careful assessment in a supervised social environment before sharing with another pet. This is because some breeds of dogs have a biological predisposition to certain temperaments.

A Biological Predisposition is an increased chance of developing a disease or pattern of behaviour based on the genes we inherit from our parents (and our parents’ parents). Genes influence our personality traits, our IQ, our likelihood of getting cancer, and even our chances of developing a mental health issue in humans. Pets are no different and therefore we pay close attention to the history of pets breeds to ensure the safety of all pets in our care.

If your pet is un-desexed, elderly, requires reduced stimulation or play OR falls into a breed category which we have deemed to have a biological predisposition to non-social temperements, you may be required to book private accommodation. Private accommodation boarders, depending on the situation, will receive private play/recess with a pet nanny rather than social play. This is for the safety of all animals.

If you would like to know if your pet falls into the category of being a private guest, or a guest who will need assessment from the team to determine social behaviour suitability, please call our friendly reception staff who can assist you with your enquiry and let you know what will be the best type of accommodation for your pet.

Cats

Cats are housed in private accommodation, and all play and enrichment sessions are conducted privately. Sibling cats from the same household may share accommodation and participate in play sessions together where appropriate and subject to availability.

Payment Terms & Conditions

Booking Fee Information

A 25% booking confirmation fee of your pet’s total stay is required upon making a booking. Your pet’s stay cannot be confirmed until the booking fee is paid.

Cancellation, Refund and Credit Policy

The booking confirmation fee is not refundable; however, we understand not everything goes to plan. If more than 30 days cancellation notice is provided, we will gladly transfer your booking confirmation fee as a credit to your pet’s next holiday (valid for up to 12 months).
If cancellation notice is provided 30 days or less of your booking, you will forfeit 50% of the booking confirmation fee and the remaining 50% we will gladly credit to your pet’s next holiday valid for up to 12 months (these conditions are not negotiable).
If cancellation notice is provided 30 days or less of your booking during the Christmas, Easter or Standard Rate periods, you will forfeit 100% of the booking confirmation fee (these conditions are not negotiable).
All credits are non-refundable and expire within a 12-month period
No refunds or credits will be given if vaccinations are not current at the time of booking.
Where an entire female Pet is removed from Barnstone Kennels and Cattery as a result of being on heat, no refund or credit for fees paid will be provided.
We reserve the right to decline or cancel bookings for pets who are aggressive or pose a threat to staff. Any associated costs remain the owner’s responsibility.
All prices are subject to change without notice. Please note that the prices we provide are an estimate of your booking and that there may be a price rise before your booking comes around. Any increase in your booking order will only be between 50c to $1.50 per day, per pet increase. Prices may increase each year to keep up with CPI and our increasing costs.
No refunds will be offered for early collections.
If a refund is granted, an administration fee of 15% of the refund amount is charged (refund processing time is up to 14 weeks).
By making an application for a refund the customer acknowledges and accepts that the payment of any refund is done as an ex-gratia payment at the sole discretion of Barnstone Kennels and Cattery.
Any extensions to the original accommodation period will be paid at the time of extending the stay.
Terms and conditions of accommodation are emailed to you prior to your pet’s stay. No refund will be accepted should you not agree with our terms and conditions at check-in.

Doggy Daycare Cancellation, Credit and Refund Policy

Doggy Daycare cancellations within 24 hours are non-refundable.
Doggy Daycare cancellations made more than 24 hours prior receive a full credit for future use.
All Doggy Daycare credits are non-refundable and expire after a 12-month period

If Vet Treatment is Required

We will attempt to contact you using the numbers you provide (it is your responsibility to leave current contact numbers).
If we cannot contact you, we will act in the best interest of the pet under the boarding contract.
Pets will be taken to Barnstone Kennels & Cattery’s chosen vet unless otherwise noted on the boarding contract.
All vet bills must be paid by the pet’s owner.
Transport and handling fees apply (est. $55 transport, $25 labour, $15 van sterilisation; after hours/public holiday surcharges apply).
If you request your own vet, costs will depend on location/time (same fee schedule applies).
Barnstone may request the vet to attend the resort, with travel fees payable by the owner.

Seasonal Pricing & Minimum Periods

Low Season Rate: any dates that do not fall during Standard, Easter or Christmas periods
Standard Rate: accommodation during any school holiday, public holiday, long weekend period, including any days deemed in demand.
Easter Rate: A 4-day period covering Easter Friday, Easter Saturday, Easter Sunday and Easter Monday. Dates change yearly. A minimum 4-day charge applies across the Easter holiday period.
Christmas Rate: one month between December and January covering Christmas and New Year’s Day (dates change yearly). A minimum 7-day charge applies across the Christmas and New Year period.

Payment Options

Payment methods: Visa, MasterCard, AMEX, Eftpos, Cash & Online via site-specific portal.

Other Important Information & Conditions

Do not leave collars, leads, toys, etc. — Barnstone Kennels & Cattery is not responsible if lost, soiled, or damaged.
Barnstone provides premium food, bedding, and toys. Items sent from home must be clearly named and are at the owner’s risk. No large items (beds, suitcases, etc.).
Food sent with pets must be in spill-proof containers, clearly labelled with pet’s name and daily quantities. Tinned food must be individually labelled.
Dog food must be packaged in daily serving portions (e.g., zip lock/freezer bags). Storage and corkage fees apply.
Medication must be in original vet packaging, clearly marked with frequency and dosage. Extra charges apply.
Barnstone is not responsible for pets’ coats (matting, knotting, smell, etc.). A complimentary hydro bath on departure is provided. Grooming is a fee-for-service.
A minimum 7-day charge applies during Christmas and New Year.
A minimum 4-day charge applies during Easter.
Pets must have flea and tick (including paralysis tick) protection for the duration of their stay. Owners must provide additional treatments for longer stays (fees apply).
Health conditions must be disclosed 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.

Pet Taxi Information

Van Run Information (if you have booked this service):

If a drop off or pick up has been organised from one of Barnstones’s agents, collection and delivery times will be sent out the day prior by SMS.
Home collections can be organised, but no set times are guaranteed.
Pets collected from pickup locations must be dropped off no later than 9am.
Allow 10–15 minutes for paperwork at drop off, or pre-sign online through your portal.