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Cancellation Policy

Effective from April 2024

ALL BOOKINGS:

Please note that ALL bookings are subject to a NON-REFUNDABLE booking fee irrespective of when you make your cancellation. This fee is 2% + 30 cents of your total booking cost. This is the fee that is charged to us upon completion of any booking through our third-party merchant provider.

SEASONAL BOOKING CANCELLATION POLICY:

Off-Peak Period 

  • The deposit is fully refundable (except the booking fee of 2% + 30 cents) if cancellation occurs more than 48 hours prior to the check-in date.
  • The deposit is non-refundable if cancellation or date changes to the booking that result in a shorter stay occur within 48 hours of the check-in date.
  • If changes to the booking within 48 hours of the check-in date result in a shorter stay, any difference between the original prepayment and the new invoice will be held as a credit. This credit will be held on my account for 12 months to be used for future boarding stays.

Peak Period (Public Holidays and NSW School Holidays)

  • The deposit is fully refundable (except the booking fee of 2% + 30 cents) if cancellation occurs more than two weeks prior to the check-in date.
  • The deposit will be refunded by 50% (except the booking fee of 2% + 30 cents) if cancellation occurs less than two weeks, but more than 48 hours prior to the check-in date.
  • The deposit is non-refundable if cancellation or changes to the booking occur within 48 hours of the check-in date.

Easter Holiday Period (Good Friday to Easter Monday, inclusive) and Christmas Holiday Period (23rd-27th December)

  • The deposit is fully refundable (except the booking fee of 2% +30cents) if cancellation occurs more than two months prior to the check-in date.
  • The deposit will be refunded by 50% (except the booking fee of 2% + 30 cents) if cancellation occurs less than two months, but more than two weeks prior to the check-in date.
  • The deposit is non-refundable if cancellation or changes to the booking occur within two weeks of the check-in date.
  • A minimum booking period applies to all Easter and Christmas holiday bookings of 5 x days.

EXCEPTIONS TO CANCELLATION POLICY:

Exceptions to the cancellation policy may include serious illness or hospitalisation of your pet, serious illness or hospitalisation of yourself, natural disasters, or the death of your cat. Waiving of any cancellation fees, or other penalties are at the discretion of management.