Terms & Conditions


  1. 1. To board at Hanrob Pet Hotels, all pets must be aged 5 months or over and fully vaccinated. Two consecutive vaccinations must be shown upon admission.
  2. 2. All cats are to be de-sexed.
  3. 3. Hanrob reserves the right to refuse entry of any pet.
  4. 4. A deposit is payable at the time of booking for each pet and cancellation fees apply as per Hanrob Pet Hotel’s payment terms.
  5. 5. The balance of each booking direct to the pet hotel is payable on arrival and any incidentals during the pet’s stay will be charged on departure. The balance of each booking via our partner program is payable two days prior to arrival and will be processed on the owner’s credit card unless other payment arrangements have been made. In addition, any incidentals during the pet’s stay will be charged on the owner’s credit card on the day of departure or next working day. See payment terms for changes during peak seasons. 
  6. 6. Boarding rates are charged on a per-calendar-day basis and the owner agrees to pay the rate for boarding effective on the date the pet is checked in to Hanrob Pet Hotels (as advised in the price list). If the pet’s stay is reduced during high/peak periods, the full booking amount is payable.
  7. 7. The owner agrees to pay all costs and charges for special services requested during their pet’s stay. Customers without Pet Health Cover agree to pay all veterinary costs for the pet during the time the pet is in Hanrob Pet Hotel's care. Customers with Pet Health Cover agree to pay all monies above the maximum cover.
  8. 8. If a booking exceeds the original booking dates and no further payment has been received within one week, Hanrob Pet Hotels reserves the right to commence proceedings to recover the debt, which may involve debt recovery and/or the sale of the pet. In this scenario, Hanrob Pet Hotels will follow their Abandoned Pet Procedure. 
  9. 9. Pet Health Cover covers medical assistance during a pet’s stay at any Hanrob facility to the maximum value of $500. The cover is only applicable when using Hanrob approved vets and excludes known or unknown pre-existing health conditions. Pet Health Cover also covers post-stay reimbursement to the maximum value of $100 for the specific medical conditions, Canine Cough and Diarrhoea. To be eligible for post-stay reimbursement notification must be given to Hanrob Pet Hotels via the Online Claim page on the Hanrob website within 3 days post departure. The customer must also provide vet history from their treating vet if requested by Hanrob. 
  10. 10. Under no circumstances will Hanrob, its employees or agents, be held responsible for Paralysis Tick, Canine Influenza, 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.
  11. 11. Hanrob reserves the right to adjust/change the pet’s services to ensure the safety and welfare of all pets staying at Hanrob.
  12. 12. The owner agrees that they have requested companion boarding unless otherwise stated in the booking. 
  13. 13. The owner certifies that he or she is 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. 
  14. 14. The pet will be delivered to any person who is prepared to declare that they have the owners' authority to do so, unless otherwise instructed in writing.
  15. 15. By circling [ Y ] 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.
  16. 16. By signing these conditions the owner certifies to the accuracy of all information given about the pet. The owner acknowledges by signing this contract they agree to the above terms and conditions.

Minimum Charge Policy

Christmas and Easter holidays

10 day minimum standard charge for each pet arriving between 

Christmas 18/12/2016 – 12/01/2017
Christmas 15/12/12017 – 12/01/2018

6 day minimum standard charge for each pet arriving between 

Easter 25/03/2016 – 28/03/2016
Easter 14/04/2016 – 17/04/2017

Payment policy for Christmas and Easter Peak Periods (falls within peak period dates)

Deposit = 30% of Booking Cost with a minimum of $100.00 or full payment if booking costs are under $100.00
Balance of booking will be taken on credit card 2 weeks prior to Christmas and Easter periods or full payment at time of booking

Cancellation policy

Christmas & Easter bookings

Cancellation within 24hrs (cooling off period) – no fee charged
Cancellation greater than 4 weeks prior to arrival – $100.00 fee
Cancellation within 2 to 4 weeks prior to arrival – Deposit Forfeited
Cancellation less than 14 days prior to arrival – Full Payment Forfeited

All other times

Cancellation within 24hrs (cooling off period) – no fee charged
Cancellation 24hrs after booking – Hanrob retains deposit for future booking to be used within 12 months or $20 cancellation fee charged.

Payments

Deposit = 30% of Booking Cost with a minimum of $100.00 or full payment if booking costs are under $100.00
Balance of booking will be taken upon arrival at the Pet Hotel
Balance of booking will be taken on credit card 1 business day prior to arrival via our pet shuttle service

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