Terms & Conditions

Pawtails Rural Retreat – Terms and Conditions

This agreement is between Sian Holdings Pty Ltd ATF Pawtails Rural Retreat Trust trading as Pawtails Rural Retreat (“Pawtails Rural Retreat”, “we”, “us”) and the owner of the pet or pets described in the booking (“Owner”, “you”).

1. Definitions

·        Pet means any animal accepted for boarding, grooming, transport, or related services.

·        Services means boarding, grooming, transport, and any ancillary services provided by Pawtails Rural Retreat.

2. Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts or modifies any rights or remedies the Owner may have under the Australian Consumer Law (ACL) or any other applicable law.

3. Bookings, Fees and Payment

The Owner agrees to pay all applicable fees for Services.

·        A $100.00 non-refundable deposit is required to secure all bookings

·        The deposit represents a genuine pre-estimate of loss and administrative costs incurred in reserving the booking

·        Full payment is required on or before arrival unless otherwise agreed

·        Long-term boarding requires fortnightly payments

·        All additional charges must be paid prior to collection of the Pet

The deposit is non-refundable except where required by law.

Fees may be updated from time to time; however, changes will not affect confirmed bookings unless agreed.

4. Cancellations and Refunds

Subject to Australian Consumer Law:

·        No refunds will be provided for early collection of a Pet.

·        No refunds or credits apply for unused services after check-in.

Peak periods:

·        Easter: Full payment required by 1 March

·        December/January: Full payment required by 1 August

No refunds or credits will be issued for cancellations or changes during these peak periods.

5. Minimum Stay and Operating Hours

·        Minimum stay: 2 days (1 night)

·        Charged on a calendar-day basis

Operating hours:

·        Monday–Saturday: 9:00 am – 4:00 pm

·        Sunday: 2:00 pm – 5:00 pm

No out-of-hours services are available as standard. Closed on public holidays.

At Pawtails Rural Retreat’s discretion and subject to staff availability, out-of-hours collection or delivery may be permitted and will incur a $50.00 early/late opening fee per occurrence. These services must be pre-approved and are not available for last-minute requests.

6. Right of Refusal

Pawtails Rural Retreat reserves the right to refuse or remove any Pet at its reasonable discretion, including for health, behavioural, or safety concerns.

7. Vaccination and Health Requirements

The Owner warrants that:

·        Dogs have current C5 vaccinations

·        Cats have current F3 vaccinations

·        The Pet has not been exposed to infectious or transmissible disease in the previous 6 weeks

Vaccinations must be administered:

·        At least 14 days prior to arrival

Proof must be provided upon admission.

8. Veterinary Treatment and Emergency Authority

The Owner authorises Pawtails Rural Retreat to take any action reasonably necessary for the health and wellbeing of the Pet.

This includes:

·        Veterinary consultation and treatment

·        Administration of medication

·        Anaesthesia or surgery

·        Emergency procedures

·        Euthanasia where recommended by a veterinarian to prevent suffering

All veterinary and related costs are the Owner’s responsibility.

If the Owner or emergency contact cannot be reached, the veterinarian’s decision will be final.

9. Grooming Services

The Owner acknowledges that grooming involves inherent risks, including stress, injury, or exacerbation of pre-existing conditions.

·        Pawtails Rural Retreat will take reasonable care during grooming

·        The Owner must disclose any medical or behavioural conditions

·        Additional fees may apply for matted coats, difficult behaviour, or extended grooming time

10. Transport Services

Where transport services are provided:

·        An authorised person must be present at collection and delivery

·        Responsibility transfers to that person upon delivery

·        If no authorised person is present, the Pet may be returned to Pawtails Rural Retreat at the Owner’s expense

Additional boarding and transport fees will apply in such cases.

11. Owner Responsibilities

The Owner warrants that:

·        All information provided is accurate

·        The Pet is suitable for boarding and handling

·        The Pet is not dangerous unless disclosed

The Owner must provide sufficient food, medication, and instructions where required.

12. Liability and Risk

To the extent permitted by law:

·        Pawtails Rural Retreat is not liable for illness, injury, death, loss, or damage where reasonable care and diligence has been exercised

·        Pawtails Rural Retreat is not liable for indirect or consequential loss

·        Liability is limited to the resupply of Services or the cost of resupply

13. Indemnity

The Owner indemnifies and holds harmless Pawtails Rural Retreat, its employees, and agents from any claims, damages, losses, or liabilities arising from:

·        The behaviour or actions of the Pet

·        Any injury caused to persons or other animals

·        Any damage to property

14. Personal Property

All items left with the Pet are at the Owner’s risk. Pawtails Rural Retreat is not responsible for loss, damage, or destruction of any items.

15. Abandoned Pets

If a Pet is not collected within 7 days of the agreed collection date and no communication is received:

·        Pawtails Rural Retreat may continue to charge boarding fees

·        Pawtails Rural Retreat reserves the right to rehome the Pet or surrender it to an animal welfare organisation

·        The Owner remains liable for all outstanding costs

16. Aggressive or Dangerous Pets

If a Pet displays aggressive or dangerous behaviour:

·        Pawtails Rural Retreat may isolate or remove the Pet

·        Additional handling fees may apply

·        The Owner may be required to arrange immediate collection

17. Media Consent

The Owner consents to the use of images or videos of their Pet for marketing and promotional purposes unless written notice is provided to opt out.

18. Security and Collection

Pets will only be released to authorised persons. Pawtails Rural Retreat reserves the right to request identification prior to release.

19. Governing Law

This agreement is governed by the laws of New South Wales, Australia.

20. Entire Agreement

These Terms and Conditions constitute the entire agreement between the parties and supersede any prior discussions or representations.

21. Acceptance

By making a booking, the Owner confirms that they have read, understood, and agree to these Terms and Conditions.