16/11/23: This page offers a low-down on all of the factors impacting your choice/s to board with us.
The rules and regulations contained in our booking portal provide the foundations for filtering those who can and cannot stay with us. Agreements are read and signed off (electronically). Emails confirm the protocols, policies and practical steps involved with arriving, departing, boarding or playing with us. When you finally step a paw onto our grounds we know that you have accepted and understood our processes – otherwise you would not be there – ready for a paw-fect holiday.
The Purple People.
New Dogs
We don’t board NEW dogs during busy periods. Please see our New Customer Page to find out why.
Rules, Regulations and Fun Facts
To board or play with us, the following is im-paw-tant to comprehend.
| Kennel Style | We operate very differently to ‘traditional’ style kennels, we choose an open-plan socialisation system – read more about our special style here: dog page. |
| Desexed | All guests over 9 months of age are desexed. This policy isn’t negotiable. We explain why here. Desexed Reasons. |
| Pups | Pups must be 14 weeks old for daycare and 16 weeks for boarding. With relevant vaccinations. |
| Vaccinations | All pets must be fully vaccinated to set their paws on our grounds. |
| Risks | Because of our operational style, there are particular risks involved – you must be comfortable with these risks to board or play with us. |
| Collars and Harnesses | All dogs must wear a flat-style collar, clipped together. No chains. No Leather. The correct fit is for two human fingers to nestle between the collar and neck. If the collar you provide isn’t suitable we will sell you one ($20). Harnesses are not suitable for our environment. |
| Fleas / Worms | Victorian Boarding Regulations stipulate that pets must be treated for fleas and worms prior to boarding. We can provide this service upon arrival (for a fee). |
| Heartworm | Heartworm treatments, while highly recommended, are not compulsory. |
| Geriatrics | We like to discuss end-of-life care for geriatrics who board with us. This is a tough conversation, but necessary. You are leaving them in a loving and caring environment, but we need to know your wishes. |
| Sleeping Arrangements | Dogs from the same family may sleep in the same room, however, owners must tick a ‘yes’ box to concur. Similarly, cats from the same family can share a room. You may ask if your dog can sleep with your cat, but the answer is no. |
| No personal items, please | We operate in a neutral territory (think Switzerland) where all items are shared. Please do not leave personal items with us, here’s why: Personal Items |
| Leash your Dog | Confirmation emails explain the drop-and-collect processes for pets, however for safety reasons, all dogs must be leashed when they exit or enter the car. Cats must be in a secure carrier. |
| Photographs | Photos of your pet is a PAID service. |
| Instagram moments are not ‘requestable’. We do try our best to capture a fair portion of guests each day. | |
| Payment | Is due before, or at drop off. See our pricing & refunds page. |
| How are rates charged? | We charge per night. Pet’s collected in the afternoon pay a $15 daycare fee. |
| Minimum Stay | You can sleep over for one night, but you must pay for two. This is non-negotiable. |
| Maximum Stay | There is no limit to the length of a stay. |
| Asking after your pet | Please see below. |
| Food & Feeding | We choose premium products to nourish our pets. Dog Food & Feeding (scroll to bottom of page). |
| Times | Our opening hours can be found in various places, including on this website and in our booking portal. Please make sure that you understand our operating hours to avoid extra charges. |
| Breakfast | Is NOT included in the boarding rate, unless a puppy is under 9 months. |
Medicines
- We are experienced in administering medications.
- Medications must be named and concise instructions provided (written, online and verbal).
- A small fee applies to medications administered in the morning, afternoon and outside operating hours.
Injuries & Vet Costs
By sending your dog to us, you must be prepared to accept the potential for injury and the financial consequences.
Insurance companies (in Australia) will not provide coverage to kennels for injuries to pets, so we are unable to purchase insurance. If you are concerned about injury, then you should consider privately insuring your pet.
Common injuries include (but are not limited to) tooth puncture wounds, scratches, sore pads, sore eyes, hot spots, grass seeds, ant/bee bites, torn claws, temporary lameness and damage to ligaments or joints.
Joints and ligaments are fickle things and it only takes one small movement in the wrong direction to damage them. Because joint/ligament injuries can happen at any place, at any time, we won’t be responsible for the cost of corrective surgery if it does happen whilst in our care.
When an injury occurs
- We will be in touch, and make decisions with you about their immediate care. (see Vet Visits below).
If we don’t concur
- Most injuries occur during the natural flow of friendly play (much like a schoolyard).
- Sometimes we make an error that results in an injury (eg. we choose the wrong playmate). We are very good at recognising flaws in our decision-making and we will discuss this with you.
- If you disagree with the assessment of our actions, we ask that you request a letter from your vet stating that, in their opinion, we are responsible for your pet’s condition.
Ultimately we have a friendly and open system to deal quickly and efficiently with these matters and we are ALWAYS happy to discuss your concerns.
Vet Visits
By leaving your pet with us, you are giving us the approval to seek any medical attention when and if we deem it necessary.
- At each booking, you electronically sign a permission statement allowing your vet to liaise with us for your pet’s best care.
- Emergency contacts must be aware of their status as a first, or second point of contact.
- For very minor injuries, we will make a judgement call about whether to disturb your holiday or not.
- Please discuss any particular instructions with us at check-in so that we are aware of your wishes.
Booking
Please take advantage of our online booking system. Relevant information about your pet and their regulatory data is stored here. If you can handle all of your booking requests via your account we can continue to keep your boarding costs down.
Booking requests are usually processed within 24 hours, and a confirmation email will let you know what our decision is (we suggest you check your junk folder).
If you have difficulty with technology, and you don’t have a family member or friend to help you – please reach out to us and we can walk you through the process.
Contacting us (and asking after your pet)
We understand the anxiety of leaving a pet at a kennel, we do. However, if we are continually running to the phone to answer questions about our many guests, then our attention is drawn away from them. Therefore we ask that you try your best to let us do our thing, and know that we will contact you if something goes wrong.
However, we enjoy answering the occasional question and we try to respond to enquiries promptly. (Remember, we work in a hectic and unpredictable environment and our guest’s health and happiness are our number one priority). The receptionist does not necessarily work directly with the animals, so she will take your question ‘on notice’ and get back to you.
Contact tips
- The snappiest way to spur us into action is to shoot a semi-detailed text to 0458 962 000.
- Voice messages are unreliable and truly sporadic!
- We don’t monitor our social media pages very often.
- We don’t answer questions about individual pets on social threads.
- Emails via your online account (ProPet) pop straight onto our dashboard. Fast!
- Hint, make sure that you send an email from the address that is connected to your account with us – otherwise, we can’t respond.
- Emails to our business account are only accessible during office hours.
- We rarely answer questions outside reception hours. (We have dinner to cook, world news to catch up on and family to chat with).
GRIEVANCES & Happy Tails
An auto-email (post-board) will prompt you to provide us with feedback.
Your observations are very important to us as they not only assist us in monitoring post-board issues but also help to improve ongoing processes.
If you have a serious grievance, please ask to speak with Fay, David or Vanessa – we are happy to have a chat to try and unravel your concerns.