Conditions of Board

Conditions of board

I was told they were booked out, but true to their word they rang when a space came up. Very relieved. The girls and guys are always there with a smile and words of encouragement. They settle any nerves about leaving our pets. We are frequent flyers with Samford now. Basil always seems happy to be there.

Janet Bell

Vet treatment while staying at Samford Pet Resort (SPR)

Should your pet need vet treatment during your pet’s stay at our resort we will:

  • Try to contact you on the contact numbers that you have left (it is your responsibility to leave us contact numbers)
  • Should we be unable to contact you we will make the decision in the best interest for the pet acting with in the terms of the boarding contract.
  • The pet will be taken to the vet of SPR choice (Samford Valley Vet if possible as they are closest) unless told and noted by the client on the bottom of the boarding contract to take to a specific vet.
  • All vets bills will be required to be paid by the pet’s owner as per the contract of boarding.
  • Should your pet be taken to SPR’s choice of vet a fee will be charged for transport and time spent at vet. (Est. from – $40.00 transport, $25.00 labour, $15.00 van sterilisation. After hours or public holidays will incur a surcharge)
  • Should you request to have your pet taken to a vet of your choice for treatment Samford Pet resort will charge a cost for transport starting at (cost depends on vet location and time spent at vet) (Est. from – $40.00 transport, $25.00 labour, $15.00 van sterilisation. After hours or public holidays will incur a surcharge)
  • It is at the discretion for SPR to have the vet come to the resort to treat the pet and vet travel is to be paid by their owner as per boarding contract.

Booking fees

A 40% per pet booking fee of the total booking is required within seven days of making the booking. The booking cannot be confirmed until the booking fee is paid. A booking fee is required for each booking and is deducted from the total due at the time of account settlement. These fees are not refundable or transferable; conditions apply – see cancellation policy below for more information (these conditions are not negotiable). Once booking fee paid there is no cooling off period.

Further, by making a booking and paying the booking fee the customer agrees that where the contract of boarding is not able to be completed due to anything beyond the control of the parties including floods, fire and pandemics this does not affect the terms regarding cancellation.

Booking is an acceptance of our conditions of boarding, signed at time of admittance of pet.  Should you wish to see the conditions prior to admittance please contact the office. It is the responsibility of the client to ask in advance should you wish to see the conditions of boarding prior to admittance date and no refunds will be accepted should you not agree with the conditions at time of admittance.

Cancellation policy

A cancellation fee will be charged for all bookings that are cancelled. These fees are not refundable or transferable.

If between 30 & 90 days cancellation notice is provided in writing, SPR may, at its discretion, refund up to 50% of the booking fee. If more than 90 days cancellation notice is provided in writing SPR may, at its discretion refund up to 80% of the booking fee. 30 days notice or less there will be no refund.

(these conditions are not negotiable).

In the event a refund is granted, the refunds will have an administration fee deducted of $55 or 10% of the refund amount, whichever is greater. (refund process time up to 14 weeks).

All requests for refunds are required to complete our refund application form, along with providing written evidence for your claim (e.g. a letter from vet, letter from doctor, etc.). If you are unable to provide sufficient written evidence outlining the reason for your cancellation, no refund will be provided this also applies for transfers of fees to other bookings.

By making an application for a refund the customer acknowledges and accepts that the payment of any refund is done as an ex gratia payment at the sole discretion of SPR.

Temporary Covid-19 Cancellation Policy

  • All cancellations as a result of a Covid-19 government enforced restriction will have their booking fee credited (less a $55 administration fee) for use on a future booking at SPR. Our standard cancellation policy applies for any refunds requested.
  • Cancelations made under the Temporary Covid-19 policy must show proof of booking destination and reasonable cause for cancelation such as a government restricted area enforcement or area lock down.
  • Standard cancelation policy will apply for change of mind.

General conditions

The resort manager has the right to refuse admission of any animal without being required to give explanation.

PLEASE NOTE: Samford Pet Resort is not responsible for your pet’s coat while staying with us. This includes matting, knotting, smell ect. The resort offers a complimentary hydro bath on departure but grooming if required is only offered as a fee for service at owner expense.

If your pet is arriving after 10am please let staff know if needs feeding

The owner agrees and understands a fasting day may be ordered by management throughout the pets stay as required.

Out of hours fees will apply to any persons requiring it. Out of hours is not a service offered. Fees are $150 + $25 per hr after the 1st 30 min standard days. Public holidays $250 + $50 per hr after the 1st 30 min. Hourly rate is a block rate meaning you will be charged per hr regardless of time spent.

Both Samford & Northshore pet resort require a letter from the pet’s owner in any case, when a pet is being taken out of boarding for a day trip/excursion. Letter must indicate permission for that person to do so. Letter must include the person’s name address and mobile contact.

Although we do allow you to settle your pet/s in to our luxury and villa accommodation only, we do recommend and prefer that you say your goodbyes at the office. This is in the best interest of your pet/s to allow them to transition more comfortably into their new surroundings. On pick up of your pet/s we do not permit owners in to the accommodation this is for the safety of staff and your pet/s, and to allow staff to complete the checkout procedures. Therefore, we ask that you kindly wait at the office or your car for your pet/s to be brought to you.

Bookings transferred between Samford Pet Resort and Northshore Pet Resort for which have a booking fee paid will have a minimum $55 administration fee deducted from the transfer amount.

Pet Vaccinations

All dogs must have at least a C5 vaccination, all cats to have at least a F3 vaccination.  A current vaccination certificate must be produced for each pet on admission, showing that the vaccination was done within the preceding 12 months and that the due date for the next vaccination has not been passed.  Vaccinations MUST be given a minimum of two weeks (14 days) prior to boarding, so that full immunization is gained before entry to Samford Pet Resort.  All puppies or kittens must have had their full course of vaccination and be 2 weeks after their 3rd and final vaccination before they can be accepted (generally they are about 18 weeks old).  If vaccination has lapsed then these pets must undergo a vaccination program like that of an unvaccinated animal, i.e. 2 vaccinations (C5 or F3) a month apart. 2 weeks after the 2nd shot they are then able to board with us at Samford Pet Resort.  Note: If vaccination is overdue, but less than 30 days from due date, exceptions can be made at the Resort Managers discretion only if the follow is abided – (injectable vaccination, 14 day isolation period), (intranasal vaccination, 48hrs isolation period), (Oral vaccination, 24hr isolation period)

Discounts and special offers

Only one discount can be applied to any single order. No two offers can be used at the same time. Discounts are not a right but a gesture and SPR reserves the right to not allow a discount on a booking at our own discretion. The free van services is classed as a discount. All discounts are a limited time offer and can finish at any time without warning. Discounts are not available over school holidays or public holidays. Cash discount does not apply with: Direct debit/bank transfer, credit cards, debit cards, cheques, money orders or any other kind of payment method other than cash paid directly at resort reception.

Current Discounts and offers. (note above conditions)

  • Entertainment book Brisbane
  • 5% cash discount
  • 2 free playtimes for Brisbane North Chamber members (member card required)
  • $1 per day discount, per pet for stays 30 days or longer stays.

Conditions of board – all pets

  • No vouchers or other discounts can be used with conjunction to the free van service.
  • Tick prevention is recommended for all pets.
  • We reserve the right to refuse entry to undesexed pets. For more information please contact us.
  • We cannot guarantee the room your pet will be staying in. Rooms cannot be held or reserved, however rooms may be requested and if available we will try to book your pet into this room. Pets may be moved into another room during the stay at the discretion of the resort.
  • Prices based on per pet per day.
  • Unfortunately we do not take Diabetic pets or pets requiring insulin over school and public holidays.
  • Diabetic pets or pets requiring insulin may stay outside of school holidays by management authorisation only. We can only take Diabetic and insulin pets providing qualified or authorised staff are available during the full time of your booking.
  • SPR, its employees and agents are not responsible for pets coat condition while at resort or at departure & thereafter. This includes matting, knotting, smell ect.  SPR offers external grooming options that are at a fee for service if you feel your pet requires it.
  • Chemical castration for pets still requires Solo Boarding rates.

Conditions of board – dogs

  • All rates for standard dog kennels are based on shared accommodation.
  • NOTE: Incompatible dogs needing single accommodation due to not meeting resorts requirement or not a social breed will be required to pay double rates during busy periods. This is determined by resort management. To see if your pet or your pet’s breed falls into this category, contact resort staff.
  • All dogs must be desexed & vaccinated against Distemper, Hepatitis, Parvovirus, Parainfluenza and Bordetella (C5 or 5-in-1). You must show a copy of the vaccination certificate on entry.
  • Vaccinations must be completed in full. This included all 3 puppy injections.
  • Vaccinations must be given to pets 14 days prior to booking in.
  • Pets vaccinations must be given within a 12mth continual cycle.
  • A hydrobath fee of $20.50 will be charged if your dog is not clean or has fleas on arrival.
  • A complimentary hydrobath is given upon departure in most cases. If over night stay, complimentry bath may not be given subject to time of arrival.
  • Pets booked into the Luxury Suites must meet the Luxury Suites boarding conditions:
    • Dogs must be familiar with indoor living
    • Dogs must be house trained i.e. toilet outside
    • Any permanent damage to the furniture in the suites must be paid for by the client
    • If any problems arise with behaviour in the suites, pets will be housed in the normal kennel runs. No refund or credits will be given for the difference in accommodation price. Any damage caused to the rooms will be billed to the client.
    • Note: we do not guarantee which suite a pet is to be booked in (see above conditions for all pets).

Conditions of board – cats

  • All cats must be desexed and vaccinated against Feline Enteritis and Cat Flu (F3 or F4). You must show a copy of the vaccination certificate on entry.
  • Vaccinations must be completed in full. This included all 3 kitten injections.
  • Vaccinations must be given to pets 14 days prior to booking in.
  • Pets vaccinations must be given within a 12mth continual cycle.

Conditions of board – fees & charges

  • Boarding fees are calculated on a “calendar day” basis, irrespective of the time of arrival or departure, and do not include optional extras.
  • A minimum ten-day charge applies to all bookings over the Christmas and New Year period and or which include Christmas Day, Boxing Day or New Years Day.
  • A minimum six-day charge applies for the Easter Period.
  • All out-of-hours services attract a surcharge. (after hours pick up and drop off is not offered or a service. See FAQ)
  • PLEASE NOTE: there are no refunds or credits for early holiday returns or booking fees.
  • All prices are subject to change without notice.Please note that the prices we provide are an estimate of your booking and that there may be a price rise before your booking comes around. Any increase in your booking order will only be between 50c to 1.50 per day, per pet increase. Prices may increase each year to keep up with CPI and our increasing costs.
  • All charges are due upon entry of your pet.
  • Prices based on per pet per day.