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Please read the below information regarding your pet staying with us.

All guests and their owners are bound by our Terms & Conditions when staying at Murray Valley Pet Resort.

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When you tick the box located at the bottom of our booking form, this action is legally recognised as a manifestation of assent, similar to a handwritten signature.

 

If you require a copy of our Terms & Conditions for your own reference, do not hesitate to contact us and we will provide you with one.

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BOARDING TERMS & CONDITIONS

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 1. GENERAL ADMISSION REQUIREMENTS 

• All pets must be a minimum of 4 months of age.

• Pets must be fully vaccinated for the entire duration of their stay:

  • Dogs: minimum C5

  • Cats: minimum F3

• Proof of vaccination must be supplied before animals are checked in. 

• Entire male cats are not accepted for boarding.

• MVPR reserves the right to refuse admission to any animal at its discretion.

2. CHECK-IN, CHECK-OUT & OPENING HOURS

• All booking invoices must be paid in full at check-in.

• Drop-off and pick-up must occur strictly within opening hours:

  • 8:00–11:00am

  • 3:00–5:00pm

• Out-of-hours drop-offs or pick-ups are at the discretion of the Resort Director and additional fees apply.

3. ACCOMMODATION, FOOD & PERSONAL ITEMS

• MVPR supplies all pet food, bedding, and toys.

• Specialty or owner-supplied food will incur daily surcharges (per food / per serve / per day / per pet).

• MVPR is not responsible for loss, damage, or destruction of personal items including toys, bedding, collars, etc.

• Owners choosing to bring personal items do so entirely at their own risk.

• All personal belongings should be clearly labelled.

4. COAT CONDITION & GROOMING DURING BOARDING

• MVPR is not responsible for changes to your pet’s coat condition, including matting, knotting, or odour.

• Owners concerned about coat condition should request additional grooming at time of booking (additonal fees apply).

• Grooming requested at check-in is subject to availability and not guaranteed.

5. PET HEALTH, RISK & LIABILITY

• While every care is taken, all pets are boarded entirely at the owner’s risk.

• MVPR and its employees accept no responsibility for:

  • Paralysis tick

  • Canine influenza

  • Canine cough

  • Cat flu

  • Snake bite

  • Injury, illness, death, loss, or damage of any kind

• Owners must inform staff if their pet has been unwell, injured, or sick in the months leading up to their stay.

• Aggressive behaviour toward people or other animals will not be tolerated, and owners may be required to collect/remove their pet immediately.

6. EXERCISE & SOCIALISATION CONSENT (DOGS)

• Dogs may be exercised in common areas with compatible dogs, at MVPR’s discretion.

• By booking, unless prior request has been made, you consent to your dog being exercised with others and indemnify MVPR against any injury or loss arising from such activity.

7. PHOTOGRAPHY & MEDIA

• All pets may be photographed or filmed for social media, promotional, or advertising purposes.

8. BOARDING FEES & DAILY CHARGES

• Rates are charged per calendar day, regardless of arrival or departure time.

• No refunds or discounts apply for early departures.

• Peak periods incur surcharges:​​​

  • Weekends - Saturday and Sunday

    • $2 per day per dog

    • $2 per day per cat

  • Public Holidays / Christmas / Easter

    • $12 per day per dog

    • $6 per day per cat

  • School Holidays

    • $6 per day per dog

    • $3 per day per cat

No discounts apply during peak periods

9. ADDITIONAL SURCHARGES

• Flea or worm treatment (if required): $30 per treatment

• Entire Male Dogs 6 months & older: $5 per day

• Non-desexed female cats on heat: $4 per day

• Non-desexed female dogs on heat: $5 per day

• Small dogs (<18kg) requiring solo accommodation: $5 per day

• Special needs / aged pets (12+ years): $5 per day

• All rates and charges are subject to change without notice.

10. MEDICATION & SPECIAL CARE

Prescription Medications

• Must be in original packaging, clearly labelled with:

  • Pet’s name

  • Veterinary dosage instructions

• Pre-prepared medications must be accompanied by:

  • Original packaging or

  • Written veterinary instructions

Medication Fees

• All medications: daily / per dose / per pet surcharge

• Injections: $5 per dose per day

• After-hours administration (before 8am / after 5pm): $10 per dose per day

11. INJURY, MEDICAL, VETERINARY CARE & EMERGENCIES

All medical, veterinary, and welfare decisions are made solely in the best interest, health, and safety of the pet and at the absolute discretion of Murray Valley Pet Resort (MVPR).

 

Allocation of Veterinary Costs & Liability

Responsibility for veterinary costs is allocated as follows:

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Resort-Related Incidents
Where, in the reasonable opinion of MVPR management, a veterinary incident arises directly and solely as a result of a specific incident occurring at the resort, MVPR will cover:

• The initial veterinary consultation fee, and

• Immediate medications prescribed or administered at the time of first assessment only.

All ongoing or subsequent costs, including but not limited to:

• Follow-up consultations

• Hospitalisation

• Diagnostic testing

• Surgical procedures

• Extended care

• Ongoing or repeat medications

shall be the sole responsibility of the pet’s owner, unless otherwise expressly agreed in writing by MVPR management.​​

 

Non-Resort-Related or Unavoidable Incidents
Where veterinary treatment is required for any condition not caused by, or not reasonably preventable by MVPR, including but not limited to:

• Sudden illness or collapse

• Gastric dilatation-volvulus (bloat)

• Age-related illness, decline, or death

• Pre-existing or previously undisclosed medical conditions

• Inherent breed, behavioural, or physiological risks

All veterinary, transport, treatment, medication, and associated costs are entirely the responsibility of the pet’s owner.

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Determination of Cause
The determination of whether an incident is resort-related or non-resort-related shall be made at the sole discretion of MVPR management, acting reasonably and in good faith.

 

Non-Emergency Medical Situations

In non-emergency circumstances, MVPR may, at its discretion:

• Administer immediate first aid where required.

• Attempt to contact the owner using the contact details provided prior to seeking veterinary treatment.

• If the owner cannot be contacted, consult the owner’s nominated veterinary clinic.

• If the nominated clinic is unavailable, unsuitable, or not within a reasonable distance, arrange for assessment or treatment at the nearest appropriate veterinary clinic, or arrange for a veterinarian to attend the pet at the resort. 

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Emergency Medical Situations

In emergency circumstances, MVPR may, without prior owner consent if required:

• Administer immediate first aid where possible.

• Transport the pet to the owner’s nominated veterinary clinic or the nearest suitable veterinary facility.

• Authorise emergency veterinary treatment or veterinary attendance at the resort where delay may compromise the pet’s welfare.

• Apply reasonable transport, staff time, and administration fees.

Unless expressly stated otherwise above, all veterinary expenses and associated costs remain the responsibility of the pet’s owner.​

By accepting these Terms & Conditions, the owner:

• Authorises MVPR to seek veterinary care as deemed necessary.

• Acknowledges that delays in treatment due to inability to contact the owner may pose a risk to the pet’s welfare.

• Agrees to indemnify MVPR against any claim arising from authorised veterinary treatment undertaken in good faith.

12. PAYMENTS, DEPOSITS & BOOKING CONFIRMATION

• Full payment required at check-in

• Additional charges incurred during stay are payable at check-out

• Bookings over 30 days require a 50% deposit

• New customers: 50% deposit required (refundable up to 14 days prior)

• School Holidays, Christmas & Easter bookings:

  • 50% deposit required

  • Full payment due at check-in

  • Become non-refundable after:

    • 1 December (Christmas)

    • 1 March (Easter)

    • School Holidays (refundable up to 10 days prior)

• Payment plans may be approved at the discretion of the Resort Director

13. CANCELLATION POLICY 

Non Peak Periods

• Less than 48 hours’ notice: 25% fee

Peak Periods

• Less than 48 hours’ notice: 50% fee

School Holidays, Christmas & Easter

• Deposits are non-refundable

• Full booking fee applies after cut-off dates stated above in section 12

No Shows

• 100% fee

GROOMING TERMS & CONDITIONS

14. GENERAL GROOMING POLICY

• Grooming decisions are made in the best interest of the pet

• MVPR may proceed without owner consent if unable to contact

• Boarding guests receive priority for grooming appointments

15. GROOMING BOOKINGS

Boarding Guests

• Grooming should be booked with accommodation

• Last-minute requests are subject to availability

Outside Clients

• All boarding Terms & Conditions apply

• Pets must be fully vaccinated & Proof of vaccination must be supplied before animals are checked in. 

16. GROOMING FEES & PAYMENTS

• Prices are a guide only

• Factors including, but not limited to, size, coat condition, matting and behaviour will incur additional fees.

• All fees are payable:

  • Boarding guests: at check-out

  • Outside clients: at pick-up

17. HEALTH, BEHAVIOUR & MATTING 

We always put your pet’s comfort, safety, and wellbeing first.

• Please tell us about any medical, behavioural, or stress-related issues your pet may have before grooming.

• If at any time grooming becomes unsafe or too stressful, we may stop or modify the groom to protect your pet and our staff.

• Matted coats can be painful and dangerous. Brushing severe matting can cause injury, so shaving is often the safest and kindest option.

• By booking, you understand that severely matted dogs will be clipped or shaved, including full clips if required.

• Matted coats increase the risk of minor nicks, clipper irritation, or skin sensitivity, even when handled with care.

• Grooming severely matted coats takes extra time and care, and additional fees will apply.

• If we cannot reach you, you authorise us to proceed with whatever grooming is necessary for your pet’s comfort and welfare.

18. GROOMING CANCELLATION POLICY

This policy applies to all grooming appointments, including pets currently boarding at Murray Valley Pet Resort and pets attending day-visit grooming only.

• Minimum Notice: A minimum of 24 hours’ notice is required to cancel or reschedule any grooming appointment.

• Late or Missed Appointments: Failure to provide 24 hours’ notice will incur a fee of 50% of the scheduled service.

• Repeated No-Shows: If a client misses two appointments without providing notice, all future grooming appointments will require full pre-payment.

By accepting these Terms & Conditions, the owner acknowledges and agrees that:

• Grooming outcomes may vary depending on coat condition, behaviour, health, and the pet’s tolerance of the grooming process.

• Where a pet presents with severe matting, clipping or shaving is a necessary and reasonable service adjustment made to prevent pain, injury, or distress.

• Any minor injury, irritation, or skin sensitivity arising from grooming a severely matted coat is an inherent risk of the condition of the coat itself, not a failure to provide services with due care and skill.

• Murray Valley Pet Resort does not exclude consumer guarantees under the Australian Consumer Law; however, the owner acknowledges that no grooming service can eliminate all risks, particularly where pre-existing coat or health conditions are present.

 

DECLARATION & LEGAL ACKNOWLEDGEMENT

By ticking the checkbox on the booking form, I acknowledge this action is legally recognised as a manifestation of assent, equivalent to a handwritten signature. and agree that:

1. Terms & Conditions
   I have read, understood, and agree to be bound by all Terms & Conditions of Murray Valley Pet Resort (MVPR), including boarding, grooming, health, behaviour, cancellation, fees, surcharges, and risk clauses.

2. Accuracy of Information
   I certify that all information provided regarding myself, my pet(s), and any medical or behavioural history is complete and accurate.

3. Payment Obligation & Recovery

I acknowledge that by signing this contract, I am responsible for all fees associated with boarding, grooming, and any additional services provided by Murray Valley Pet Resort (MVPR).

I agree that all charges are due and payable in full on check-in, or as otherwise agreed in writing.

I understand that any outstanding fees may be referred to a debt collection agency or legal action, and I agree to pay all reasonable costs incurred in recovering any unpaid amounts, including collection and legal fees.

​  4. Medical, Veterinary & Emergency Care

I authorise MVPR to seek veterinary care for my pet as deemed necessary, in both emergency and non-emergency situations, and understand:

• If a medical incident arises directly from a situation at the resort, MVPR will pay immediate consult fees and initial medications.

• All ongoing or subsequent treatment costs are my responsibility.

• If the incident is not caused by, or unavoidable at the resort (e.g., bloat, age-related illness, pre-existing conditions), all costs are my responsibility.

• All medical decisions will be made in the best interest of my pet.

  5. Coat Condition & Grooming Risks

• I have disclosed all known medical or behavioural concerns.

• I understand that grooming may cease or be modified if deemed unsafe.

• Severely matted coats may require clipping or shaving for my pet’s comfort and safety.

• I acknowledge the increased risk of minor cuts, clipper irritation, or skin sensitivity with severely matted coats.

• I understand that additional fees may apply for situations including, but not limited to:  matted coats, behavioural, stress-related, medical issues, extra time or services required to ensure the safety, health, and wellbeing of my pet during grooming.

  6. Cancellations & No-Shows

Grooming
I acknowledge and agree that:

• A minimum of 24 hours’ notice is required for grooming cancellations.

• Late cancellations or missed grooming appointments will incur a 50% service fee.

Boarding​

• Boarding cancellations follow the separate boarding cancellation policy (13) including peak periods and surcharges.

  7. Liability & Indemnity
I understand that:

• All pets stay at MVPR at my own risk.

• MVPR is not responsible for personal items, coat condition, illness, injury, or death, except where expressly stated in the Terms & Conditions.

• I indemnify MVPR, its directors, employees, and contractors against any claim arising from the provision of boarding or grooming services, except where caused by proven negligence.

  8. Consent to Exercise, Photos & Social Media

• I consent to my dog(s) exercising with other dogs if deemed compatible by MVPR staff.

• I consent to my pet being photographed for social media and promotional purposes.​