1. The Owner or Authorised Agent(AA) guarantees that their pet has been vaccinated with a minimum of C5 for dogs and a minimum F3 for cats which is current for the duration of their pets stay at SPPH. SPPH strongly recommends all dogs are up-to-date with the Leptospirosis vaccination. All pets will be assessed upon admission and any pet showing undisclosed signs of illness will be refused admission. Signs of illness may include but not be limited to, sneezing, coughing, weeping eyes, and nasal discharge. SPPH will not accept any pet that is not up-to-date with the required vaccinations on arrival.
2. If your pet has recently been vaccinated, or due to be vaccinated prior to arrival, this must be done at least 7 days prior to boarding to ensure the vaccination is in full affect.
3. The Owner or AA guarantees all puppies and/or kittens have received all three puppy or kitten vaccinations between the ages of 6 weeks – 16 weeks at least 7 days before they can board at SPPH.
4. All pets must be de-sexed at 6 months of age to board at SPPH.
5. The Owner or AA guarantees that their pet has current flea & tick prevention on when they arrive at SPPH. Cats are required to either use Bravecto, Nexgard, Revolution Plus or to be wearing a Seresto tick collar. Dogs are required to use either Bravecto, Simparica or Nexgard treatment. If a pet arrives at SPPH with no current tick prevention, SPPH will charge a $40 application fee plus the cost of the treatment applied (SPPH have Nexgard, Bravecto & Seresto tick collars available for purchase).
6. All dogs that are deemed tiny tots (3.5kg or under) or fussy eaters by SPPH must book solo occupancy for any future bookings.
7. All boarding charges are based on a calendar night (checkout is 10.00 am on the day of collection of your pet). Surcharges of either 1) Half-a-day Daycare for a departure time after 10:00 am and before 12:00 pm will be applied, OR 2) for a departure time between 12:00 pm-3:30pm a surcharge for a full day of Daycare will be applied.
8. During Off-Peak season, a $100 non-refundable deposit is required for all bookings which is to be paid within 24 hours of making the booking (please refer to SPPH cancellation policy).
9. During Peak periods – NSW school holiday periods (inclusive of private school holidays and all long weekends), full payment is required for all bookings which is to be paid within 48 hours of making the booking (please refer to SPPH cancellation policy).
10. There is a minimum two-night stay over all weekend stays (Friday – Sunday inclusive) and a ten-night minimum holiday period during Summer School Holidays from the 20th December until 31st January.
11. Check-in time (BY APPOINTMENT ONLY): Monday – Friday 7.30am – 2.30 pm,   Saturday 7.30am – 12.00pm only.
12. Check out time (BY APPOINTMENT ONLY): Monday – Saturday 7.30am – 10.00am (no additional charge for that day), Monday – Saturday 10.00am – 12.00pm (half a day Daycare will be applied), Monday – Saturday 12.00pm – 3.30pm (full day of Daycare will be applied).
13. Check in appointment time must be made at least 48 hours prior to drop off (or by 3.30pm on Saturday if your pets arrival day is Monday).
14. The office is closed on Sundays and Public Holidays.
15. If you wish to have a private tour of our facility, this must be done prior to your arrival date (not on the day of arrival or departure). Private tours are available by appointment only during school term between 11.00am – 12.00pm Monday to Saturday.
16. The Owner agrees to pay all additional costs and charges no later than at the time of your pets check-out. Payments can be made on departure via eftpos (card surcharges apply) or prior to your collection date via bank transfer.
17. If the Owner or AA fails to collect their pet and pay any outstanding charges within 14 days of the agreed pickup date, then SPPH has the right to sell or give away your pet in their absolute discretion.
18. The Owner agrees to notify SPPH in writing about any vet treatment received six months before boarding.
19. The Owner agrees to pay all veterinarian costs and charges incurred for the treatment of your pet/s during their stay at SPPH, including a $50 surcharge per vet trip in addition to the vet bill/s. Where possible you will be contacted before any treatment being administered. You authorize SPPH to provide personal information relating to you and your pet to be given to or received from a Veterinarian to treat your pet. The decision of SPPH’s Manager and/or a licensed Veterinarian in relation to the treatment of your pet shall be final and conclusive.
20. The Owner or AA will only bring in a maximum of one piece of bedding and/or one toy for their pet while boarding at SPPH. SPPH, its employees and agents are not responsible for the loss or destruction of your pet’s personal items including but not limited to; toys, bedding, containers and collars.
21. SPPH, its employees and agents are not responsible for any ill health, damage or death of your pet which may occur to your pet during its stay at SPPH.
22. The Owner or AA will notify SPPH at first point of enquiry if their pet has ever had behavioural issues such as anxiety, excessive barking problems, jumping/climbing fences, digging or any issues with aggression towards people and other animals.
23. SPPH reserves the right to refuse/accepting an animal if the animal shows any sign of aggression towards humans and/or other animals. Or shows signs of trying to climb and/or jump and/or dig under SPPH fences/gates during their stay.
24. SPPH reserves the right to limit outdoor playtime and socialization if any behavioural issues arise during your pets stay, including but not limited to excessive barking, trying to jump and/or climb SPPH fences and/or gates.
25. SPPH reserves the right to refuse entry to any dog that is not considered a toy or small dog breed and/or weighs over 10kg.
26. SPPH reserves the right to refuse entry to any cat that is FIV positive or cats that have previously been diagnosed with Cat Flu.
27. SPPH reserves the right to refuse entry/accepting a pet if the Owner or AA is aggressive, intimidating or threatening SPPH staff.
28. The owner agrees to allow SPPH to take and use pictures of your pet while in the care of SPPH for the purposes of record keeping and marketing.
29. The Owner or AA agrees to provide SPPH with an emergency contact person/phone number who will return any call and/or email when one is made by SPPH within 4 hours when your pet is staying at SPPH.
30. SPPH cannot guarantee that your pet won’t go home with some extra ‘play’ knots! It is strongly recommended to purchase regular brush sessions if your pet is medium – long haired.
31. All cat guests MUST arrive in their own secure cat carrier cage to ensure that SPPH employees can safely transport cat guests to and from the SPPH cattery. SPPH will retain the guest cat carrier onsite until the cat’s collection. SPPH Reception staff reserve the right to refuse entry to any cat guest that does not arrive in a secure cat carrier cage.

MEDICAL INFORMATION

We strive to take the very best care of your pets. We ask for your assistance in notifying SPPH of any illness or injury suffered by your pet, including but not limited to HIV, Kidney disease, liver disease, Cat flu, Canine cough, FIV, allergies, special dietary requirements, etc. Some pets, particularly cats are at higher risk of losing weight, and due to stress, not eating the same amount of food as at home.

SPPH can administer medications (excluding injections) between the hours of 7.30am-4.00pm only, Monday – Sunday. If your pet is on twice daily medication, the Owner or AA must confirm with their pets Veterinarian that their pets medications are able to be done within these times.

If your pet is on oral medication, SPPH staff must be able to administer these medications without being harmed by the animal. Please note that all oral medications for cats must be given in their food (not orally administered). If your pet harms a staff member, SPPH reserves the right to transport your pet to the pets Veterinarian or Emergency Contact (if address supplied) for the remainder of the pets stay at the Owner or AA’s expense.

In the unlikely event that your pet will require veterinary attention, I (Owner of the pet/s) consent to SPPH to transport my pet to Terrey Hills Animal Hospital, or after hours to Northside Emergency Veterinary Service at Mona Vale Rd, Terrey Hills.

I (Owner of the pet/s) consent a Maximum Vet Limit of $300 being spent on Veterinary care until I (owner of the pet/s) can be contacted. I understand that I can modify this limit via my Customer Portal, Modify Pet page.

SMALLPAWS PET HOTEL CANCELLATION POLICY

Off-Peak Cancellation Policy

All bookings during the off-peak season require a non-refundable $100 deposit to be paid via a Bank Transfer or Credit Card within 24 hours to confirm your booking. If the deposit is not received within 24 hours your booking will not become active and will be cancelled. Once your deposit has been received, we will make your booking active and you will receive an automated confirmation email.

Cancellations of off-peak bookings if cancelled within 7 days of the start date of your booking, the deposit will be forfeited. If cancelled with more than 7 days notice the $100 deposit will retain as a credit only. Credit is valid for 12 months from the start date of your booking.

Peak Season Full Payment Cancellation Policy

Full payment of peak season bookings (relevant to any booking during a NSW private or public school holiday period and all long weekends), must be made within 48 hours to confirm your booking. If the payment has not been received within 48 hours your booking will not become active and will be cancelled. Once full payment has been made there will be no refund or credits issued if the booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid-19. If such restrictions are introduced, monies will be retained, and a credit given for the equal dollar amount. The credit is valid for a 12-month period from the issued date.

Peak Season Change-of-Date Policy

Once full payment of a peak season booking (relevant to any booking during a NSW private or public school holiday period and all long weekends) has been made there will be no refund or credits issued for an early check-out or shortening of stay unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid-19. If such restrictions are introduced, monies will be retained, and a credit will be given for an equal dollar amount. The credit is valid for a 12-month period from issued date.

By accepting this agreement, I agree to all the terms and conditions stated above.