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Terms & Conditions

Booking Conditions / Payment Terms

  • To confirm your booking, a deposit is required.
  • Deposit amounts, cancellation terms and minimum stay requirements will be clearly specified at the time of booking.
  • All bookings must be paid in full at or prior to your pet’s check-in. Unless otherwise agreed in writing, the balance of payment will be processed automatically from the credit card on file in advance of your booking.
  • Any approved booking extensions or unpaid balances may also be charged to the card on file.

Peak Periods (e.g. Christmas, Easter and Public Holidays)

Peak period bookings may be subject to additional conditions, including:

  • Minimum stay requirements
  • Different cancellation terms
  • Earlier balance due dates
  • Higher deposits or upfront payment in full

These details will be set out at the time of booking and in your booking confirmation.

Additional Charges

Our pricing may vary depending on time of year and day of week. This pricing will be specified as at time of booking.

Boarding

  1. To board at Hanrob Pet Hotels (Hanrob), all pets must be aged 5 months or over, be up to date with Flea, Tick and Worm treatments, and are fully vaccinated. Two consecutive vaccinations must be shown upon admission.
  2. All cats are to be de-sexed.
  3. Hanrob reserves the right to refuse entry of any pet.
  4. Where a pet has had a significant injury/illness/surgery within last 6 months the owner must provide a vet report confirming fit-to-board and sign disclaimer accepting risk of boarding. For admission after routine surgery (i.e. desexing, dentals, wounds) surgical incisions must be fully healed and the stitches removed (usually completed 14 days post-surgery).
  5. Where a pet is 15 years or over, the owner must provide, if asked, a vet report confirming fit-to-board and must sign a disclaimer accepting the risk of boarding.
  6. A deposit is payable at the time of booking for each pet and cancellation fees apply as per Hanrob’s terms and conditions.
  7. Unless otherwise specified, credits accumulated by customers will have an expiry date of 12 months from when the credit was issued.
  8. The balance of each booking is payable on or prior to arrival. Incidentals booked during the stay will be charged on the saved credit card as and when booked.
  9. The owner agrees to pay all costs and charges for special services requested during their pet’s stay.
  10. To the extent the pet is left under the care of the Business for more than two weeks after the advised check-out date, the pet will be considered to be an abandoned pet. At this stage the Business has the right to seek an alternate home for the pet. The Owner remains liable to the Business for any shortfall in charges associated with the additional Services.
  11. In the case of an incident with your pet requiring veterinary care (non-emergency or emergency), we will contact you or your emergency contact. Where we are unable to make contact, we will make decisions on your behalf in the best interests of the pet’s health. All veterinary care bills incurred will be payable by the owner as per the terms and conditions.
  12. Under no circumstances will Hanrob, its employees or agents, be held responsible for injury, death, loss or damage of any kind whatsoever, whether or not caused by any negligent, act or omission of Hanrob, its employees or agents, that may occur to any pet staying at Hanrob.
  13. Hanrob reserves the right to adjust/change the pet’s services to ensure the safety and welfare of all pets staying at Hanrob.
  14. The owner agrees that they have requested companion boarding unless otherwise stated in the booking.
  15. The owner certifies that they are the sole owner of the pet, free and clear of all liens and encumbrances and is solely responsible for any and all acts or behaviour of the pet while it is in Hanrob Pet Hotel’s care.
  16. Pets will only be released to the owner or to an authorised person nominated in your booking record. If you would like someone else to collect your pet, you must provide written instructions in advance.
  17. We reserve the right to modify, alter, or update these terms and conditions at any time without prior notice. It is the customers responsibility to review at our website’s terms and conditions periodically for changes. Your continued use of the service after any modifications indicates acceptance of the updated terms.
  18. By signing these conditions you hereby allow your pet to be photographed and/or filmed, which will occur only at Hanrob’s premises in a controlled situation. Photographs and/or footage may be used by Hanrob for promotional or advertising purposes.
  19. By utilising our services the owner certifies to the accuracy of all information given about the pet, and agrees to the above terms and conditions.

Daycare

  1. Your dog must be a minimum of 5 months old to attend daycare and must be fully vaccinated (dog C5).
  2. All dogs will be assessed by Hanrob for suitability for daycare. The assessment will be conducted during the first paid daycare session. For any dog assessed not to be suitable for daycare, a refund of all pre-paid and unused daycare sessions will be paid by Hanrob to the client.
  3. Hanrob reserves the right to refuse entry to any animal.
  4. You agree to pay all costs and charges for optional dog services requested by you.
  5. You agree to pay all veterinary costs for your dog incurred during the time the dog is in Hanrob’s care.
  6. You agree to be solely responsible for any and all acts or behaviour of the dog while it is in Hanrob’s care.
  7. You are the sole owner of the dog, free and clear of all liens and encumbrances.
  8. Pets will only be released to the owner or to an authorised person nominated in your booking record. If you would like someone else to collect your pet, you must provide written instructions in advance.
  9. To the extent the pet is left under the care of the Business for more than two weeks after the advised check-out date, the pet will be considered to be an abandoned pet. At this stage the Business has the right to seek an alternate home for the pet. The Owner remains liable to the Business for any shortfall in charges associated with the additional Services.
  10. Under no circumstances will Hanrob, its employees or agents be responsible for paralysis tick, canine influenza, injury, loss, damage or death of any kind whatsoever, whether or not caused by any negligent act or omission of Hanrob, its employees or agents, that may occur to any dog staying at Hanrob.
  11. You agree home to pick up and drop off refers to the collection of dogs from their home address between the hours of 6-8am and the drop off of dogs to their home address between 5-7pm.
  12. You agree to be at your home address for the 15-minute window confirmed with Hanrob prior to pick up and drop off.
  13. If you are not at home when the driver arrives to collect your dog, you will be contacted by SMS. In the event, you are unable to present the dog for collection within two minutes of receipt of the SMS the driver will move on to their next collection. In this instance, the daycare fee will be non-refundable.
  14. To cancel or reschedule a home pick up the customer must contact Hanrob by 10am, the day prior to the scheduled home pick up.
  15. If you are not at home when the driver arrives to drop off your dog at the agreed time, you will be contacted by SMS and the dog will be returned to the facility where you can collect your dog within open hours. If you are unable to pick up your dog within open hours the dog will be boarded overnight at Hanrob Pet Hotels. In this instance, our daily boarding rate will be incurred.
  16. If the Hanrob driver is delayed in meeting the agreed collection or drop off window you will be notified by SMS.
  17. All-session passes and transport fees require full payment at the time of booking.
  18. This agreement relates to Hanrob’s Dog Daycare service and is not applicable to overnight stays. Should you, require an overnight stay for your pet then you agree to Hanrob’s Pet Boarding Terms and Conditions.
  19. Minimum purchase for memberships is one (1) calendar month and new memberships shall commence at time of sign up.
  20. Membership fees will be charged weekly (usually on a Saturday) to your nominated card.” This allows operational flexibility if you later shift billing day.
  21. You are responsible for notifying Hanrob if your contact details change. Failure to do so has no bearing on any of the terms of this agreement.
  22. Membership Cancellation – Notice to cancel your Membership must be received in writing at your centre property email address prior to the end of the billing period.
  23. If payments fall into arrears, Hanrob may take action to recover outstanding amounts, which may include additional costs such as legal or agency fees.
  24. Cancellations must be made by the cut-off time advised at your centre (usually 5pm the day prior). Late cancellations may incur a fee.
  25. If you miss a day due to sickness, you may make up your missed day within 7 days, subject to availability.
  26. You may not transfer your membership to any other dog not named within this contract.
  27. You understand that daycare rates are reviewed periodically and may increase. This is regardless of the contracted amount or contract term. You understand that members will be notified a minimum of 30 days prior to any such membership rate increase by email.
  28. By signing this contract you agree to these terms and conditions

Animal Transport Terms & Conditions

Please read the following terms and conditions carefully. You must not make any booking unless you are 18 years of age or older and understand and agree with the following terms and conditions.

These terms and conditions apply to bookings you make with our consultants (in-person, over the phone or by email).

Animal Transport Terms & Conditions

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