Boarding Conditions

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.

• 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.

• 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 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).
• 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

• 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.
• The booking confirmation fee is not refundable. If more than 30 days cancellation notice is provided, the fee will be credited to your pet’s next holiday (valid 12 months).
• If cancellation notice is provided within 30 days, 50% of the booking fee is forfeited and 50% credited (valid 12 months).
• If cancellation notice is within 30 days 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 remains on your account.
• All credits are non-refundable and expire after 12 months.
• Prices are subject to change. Daily increases 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 at Barnstone Kennels & Cattery’s sole discretion.
• Extensions must be paid at the time of extending the stay.
• Terms and conditions are emailed before your pet’s stay. No refunds will be accepted if you disagree at check-in.

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

• 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 6-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.

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

• If a drop off or pick up has been organised from one of Sydney Petland’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.

• 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.