Terms of Service
We offer additional pet enrichment services. For more information please visit
Dogs https://hanrob.com.au/holiday-essentials-for-dogs/
Cats https://hanrob.com.au/cat-boarding/holiday-essentials-for-cats/
To read about our vaccination policy and other Frequently Asked Questions visit https://hanrob.com.au/about-us/faqs/To read our full terms and conditions please visit https://hanrob.com.au/terms-conditions/
Booking Conditions / Payment Terms
To secure your booking a minimum deposit of 50% is required, this is fully refundable during a 24 hour cooling-off period
Bookings must be paid in full prior to your pets arrival. Payment will be taken 2 business days prior from your credit card on file.
Booking extensions and any unpaid balances will be taken from your credit card kept on file.
Bookings must be paid in full prior to your pets arrival. Payment will be taken 2 business days prior from your credit card on file.
Booking extensions and any unpaid balances will be taken from your credit card kept on file.
Cancellation Fees
A cancellation fee of $20 per booking is applicable to any cancelled booking after the 24 hour cooling off period
Easter Booking Conditions / Payment Terms for arrival dates 16/04/2025 – 17/04/2025
To secure your booking a minimum deposit of 50% is required, this is fully refundable during a 24 hour cooling-off period
Easter Booking Exceptional Payment Terms The Balance of payment is due and will be taken from your credit card kept on file 7 days prior to arrival
Easter Bookings made on/or after 7 days prior to these dates requires payment in full
Easter Booking Cancellation Fees for arrival dates16/04/2025 – 17/04/2025
A cancellation fee of $20 per booking is applicable to any cancelled booking after the 24 hour cooling off period & up to 8 days prior to your pets arrival
A cancellation fee of $20 per booking is applicable to any cancelled booking after the 24 hour cooling off period & up to 8 days prior to your pets arrival
Easter Booking Exceptional Cancellation Fees A cancellation fee of $100 per booking is applicable to any booking cancelled on/or after 7 days prior to your pets arrival
Easter Booking Minimum Charge of 6 Days applies for arrivals 16/04/2025 – 17/04/2025
Christmas Booking Conditions / Payment Terms for arrival dates 20/12/2024 -31/12/2024
To secure your booking a minimum deposit of 50% is required, this is fully refundable during a 24 hour cooling-off period
Christmas Booking Exceptional Payment Terms The Balance of payment is due and will be taken from your credit card kept on file 14 days prior to arrival
Christmas Bookings made on/or after 14 days prior to these dates requires payment in full
Christmas Booking Cancellation Fees for arrival dates 20/12/2024 -31/12/2024
A cancellation fee of $20 per booking is applicable to any cancelled booking after the 24 hour cooling off period & up to 15 days prior to your pets arrival
A cancellation fee of $20 per booking is applicable to any cancelled booking after the 24 hour cooling off period & up to 15 days prior to your pets arrival
Christmas Booking Exceptional Cancellation Fees A cancellation fee of $100 per booking is applicable to any booking cancelled on/or after 14 days prior to your pets arrival
Christmas Booking Minimum Charge of 8 Days applies for arrivals 20/12/2024 -31/12/2024
Please be assured that your pet will receive the highest level of personal care & attention during their stay
Pet weight variations while boarding are common, due to changes in diet and activity. We monitor all pets weights and adjust feeding accordingly.
If you have concerns about your Pets reaction to changes in diet and activity, you should consult with your vet prior to boarding, and advise us of any instructions.
Should there be any queries or questions, we will contact you immediately. If you don’t hear from us, relax knowing that your pet is having a great time.
Public Holiday Surcharges
Please be advised that an $11 surcharge per pet, per day will apply to all pet boarding bookings including the day of arrival or departure on the following dates:
Australia Public Holidays 2024/2025
1 January 2024 New Year's Day National
26 January 2024 Australia Day National
4 March 2024 Labour Day WA
11 March 2024 Canberra Day ACT
11 March 2024 Labour Day VIC
29 March 2024 Good Friday National
30 March 2024 Easter Saturday National except TAS & WA
31 March 2024 Easter Sunday National except NT, SA & TAS
1 April 2024 Easter Monday National
25 April 2024 Anzac Day National
6 May 2024 Labour Day QLD
6 May 2024 May Day NT
27 May 2024 Reconciliation Day ACT
3 June 2024 WA Day WA
10 June 2024 King's Birthday National except QLD & WA
26 July 2024 Darwin Show Day NT
5 August 2024 Picnic Day NT
14 August 2024 Ekka Wednesday QLD
23 September 2024 Queen's Birthday WA
27 September 2024 AFL G Final Friday VIC
7 October 2024 Labour Day ACT, NSW & SA
7 October 2024 King's Birthday QLD
5 November 2024 Melbourne Cup VIC
25 December 2024 Christmas Day National
26 December 2024 Boxing Day National except SA
1 January 2025 New Year's Day National
27 January 2025 Australia Day Hol National
3 March 2025 Labour Day WA
10 March 2025 Canberra Day ACT
10 March 2025 Labour Day VIC
18 April 2025 Good Friday National
19 April 2025 Easter Satyrday National except TAS & WA
20 April 2025 Easter Sunday National except NT, SA & TAS
21 April 2025 Easter Monday National
25 April 2025 Anzac Day National
5 May 2025 Labour Day QLD
5 May 2025 May Day NT
2 June 2025 Reconciliation Day ACT
2 June 2025 WA Day WA
9 June 2025 King's Birthday National except QLD & WA
25 July 2025 Darwin Show Day NT
4 August 2025 Picnic Day NT
13 August 2025 Ekka Wednesday QLD
TBA AFL G Final Friday VIC
29 September 2025 King's Birthday WA
6 October 2025 Labour Day ACT, NSW & SA
6 October 2025 King's Birthday QLD
4 November 2025 Melbourne Cup VIC
25 December 2025 Christmas Day National
26 December 2025 Boxing Day National except SA
Pet Boarding Terms and Conditions
1. To board at Hanrob Pet Hotels (Hanrob), all pets must be aged 5 months or over and fully vaccinated. Two consecutive vaccinations must be shown upon admission.
2. All cats are to be de-sexed.
3. Hanrob reserves the right to refuse entry of any pet.
4. Where a pet has had a significant injury/illness/surgery within last 6 months the owner must provide a vet report confirming fit-to-board and sign disclaimer accepting risk of boarding. For admission after routine surgery (i.e. desexing, dentals, wounds) surgical incisions must be fully healed and the stitches removed (usually completed 14 days post-surgery).
5. A deposit is payable at the time of booking for each pet and cancellation fees apply as per Hanrob’s terms and conditions (hanrob.com.au/terms-conditions/).
6. Unless otherwise specified, credits accumulated by customers will have an expiry date of 18 months from when the booking was made.
7. The balance of each booking is payable on arrival and any incidentals during the pet’s stay will be charged on departure. In addition, any incidentals during the pet’s stay will be charged on the owner’s credit card on the day of departure or next working day. See payment terms for variations during peak seasons.
8. Boarding rates are charged on a per-calendar-day basis and the owner agrees to pay the rate for boarding effective on the date the pet is checked in to Hanrob (as advised in the price list effective at the time of booking). If the pet’s stay is reduced during high/peak periods, the full booking amount is payable.
9. The owner agrees to pay all costs and charges for special services requested during their pet’s stay.
10. If a booking exceeds the original booking dates and no further payment has been received within one week, Hanrob reserves the right to commence proceedings to recover the debt, which may involve debt recovery and/or the sale of the pet. In this scenario, Hanrob will follow their Abandoned Pet Procedure.
11. Pet Health Cover covers medical assistance during a pet’s stay at any Hanrob facility to the maximum value of $500. The cover excludes known or unknown pre-existing health conditions. Pet Health Cover also covers post-stay reimbursement to the maximum value of $100. To claim a post-stay, reimbursement owners must complete the Online Claim at hanrob.com.au/about-us/pet-health-cover/ within 3 days post departure. The customer must also provide vet history from their treating vet if requested by Hanrob.
12. In the case of an incident with your pet requiring veterinary care (non-emergency or emergency), we will contact you or your emergency contact. Where we are unable to make contact, we will make decisions on your behalf in the best interests of the pet’s health. All veterinary care bills incurred will be payable by the owner as per the terms and conditions, and above the Pet Health Cover amount.
13. Under no circumstances will Hanrob, its employees or agents, be held responsible for injury, death, loss or damage of any kind whatsoever, whether or not caused by any negligent, act or omission of Hanrob, its employees or agents, that may occur to any pet staying at Hanrob.
14. Hanrob reserves the right to adjust/change the pet’s services to ensure the safety and welfare of all pets staying at Hanrob.
15. The owner agrees that they have requested companion boarding unless otherwise stated in the booking.
16. The owner certifies that they are the sole owner of the pet, free and clear of all liens and encumbrances and is solely responsible for any and all acts or behaviour of the pet while it is in Hanrob Pet Hotel's care.
17. The pet will be delivered to any person who is prepared to declare that they have the owners' authority to do so, unless otherwise instructed in writing.
18. We reserve the right to modify, alter, or update these terms and conditions at any time without prior notice. It is the customers responsibility to review at our website (hanrob.com.au/terms-conditions/) periodically for changes. Your continued use of the service after any modifications indicates acceptance of the updated terms.
19. By signing these conditions you hereby allow your pet to be photographed and/or filmed, which will occur only at Hanrob's premises in a controlled situation. Photographs and/or footage may be used by Hanrob for promotional or advertising purposes.
20. By signing these conditions the owner certifies to the accuracy of all information given about the pet, and that the owner has provided all relevant information about their pet and their pets health. The owner acknowledges by signing this contract they agree to the above terms and conditi
Dog Daycare Terms and Conditions
- Your dog must be a minimum of 5 months old to attend daycare and must be fully vaccinated (dog C5).
- All dogs will be assessed by Hanrob for suitability for daycare. The assessment will be conducted during the first paid daycare session. For any dog assessed not to be suitable for daycare, a refund of all pre-paid and unused daycare sessions will be paid by Hanrob to the client.
- Hanrob reserves the right to refuse entry to any animal.
- You agree to pay all costs and charges for optional dog services requested by you.
- You agree to pay all veterinary costs for your dog incurred during the time the dog is in Hanrob’s care. (Hanrob’s Pet Health Cover is not available for dog daycare services)
- You agree to be solely responsible for any and all acts or behaviour of the dog while it is in Hanrob’s care.
- You are the sole owner of the dog, free and clear of all liens and encumbrances.
- The dog will be released from daycare only to persons named within your customer record including emergency contacts. You must advise in writing naming any other authorized persons to collect your dog with at least 48 hours’ notice to daycaremembers@hanrob.com.au.
- If a dog is abandoned, Hanrob has the right to offer the dog for public sale. Hanrob may take this action if you do not advise of a collection date within two (2) weeks of the last booked daycare service.
- Under no circumstances will Hanrob, its employees or agents be responsible for paralysis tick, canine influenza, injury, loss, damage or death of any kind whatsoever, whether or not caused by any negligent act or omission of Hanrob, its employees or agents, that may occur to any dog staying at Hanrob.
- You agree home to pick up and drop off refers to the collection of dogs from their home address between the hours of 6-8am and the drop off of dogs to their home address between 5-7pm.
- You agree to be at your home address for the 15-minute window confirmed with Hanrob prior to pick up and drop off.
- If you are not at home when the driver arrives to collect your dog, you will be contacted by SMS. In the event, you are unable to present the dog for collection within two minutes of receipt of the SMS the driver will move on to their next collection. In this instance, the daycare fee will be non-refundable.
- To cancel or reschedule a home pick up the customer must contact Hanrob by 10am, the day prior to the scheduled home pick up.
- If you are not at home when the driver arrives to drop off your dog at the agreed time, you will be contacted by SMS and the dog will be returned to the facility where you can collect your dog within open hours. If you are unable to pick up your dog within open hours the dog will be boarded overnight at Hanrob Pet Hotels. In this instance, our daily boarding rate will be incurred.
- If the Hanrob driver is delayed in meeting the agreed collection or drop off window you will be notified by SMS.
- All-session passes and transport fees require full payment at the time of booking.
- This agreement relates to Hanrob’s Dog Daycare service and is not applicable to overnight stays. Should you, require an overnight stay for your pet then you agree to Hanrob’s Pet Boarding Terms and Conditions.
- Minimum purchase for VIP Daycare memberships is one (1) calendar month and new memberships shall commence from the 1st of the month. Example; If you sign this agreement on 16th July then your membership shall come into effect from 1st August.
- Membership Billing – your allocated credit card shall be charged on the 15th of every month (or nearest Business Day). If you opt to pay via EFT then the full monthly dollar amount must clear in Hanrob’s account by the 15th of every month.
- If you decide to change your billing information, a 14-day notice is required. Failure to provide this has no bearing on any of the terms of this agreement.
- You are responsible for notifying Hanrob if your contact details change. Failure to do so has no bearing on any of the terms of this agreement.
- You can place your membership on temporary Time Hold a maximum of twice per year. Combined Time Hold is for a maximum period outlined below in each year. Each year commences on the anniversary of your joining date. Requests for Time Hold must be made in writing to daycaremembers@hanrob.com.au with at least two weeks notice.
- • 2 day contract = 8 days per annum.
- • 3 day contract = 12 days per annum.
- • 5 day contract = 20 days off per annum.
- Membership Cancellation – Notice to cancel your VIP Membership must be received in writing to daycaremembers@hanrob.com.au at least two days prior to the last calendar day of the month. Your VIP membership shall cease from the first calendar day of the previous month.
- Debt Collection Action- The Customer: a) Authorises Hanrob to notify any debt collection or credit reporting agency upon default by the Customer in regard to any obligation to pay under this debit authorisation; b) agrees to immediately pay the full outstanding balance of the remainder of the payments due, including any current arrears, should a default occur prior to this payment request terminating; c) may be liable for any costs associated with the recovery of your overdue account, this may include, but is not limited to the following; legal fees, interest and mercantile agency collection cost.
- Cancellation of your Booking Date – you agree to contact the Facility Reception directly by 10am on the day prior to your daycare session.
- If you miss a day due to sickness, you may make up your missed day within 7 days, subject to availability.
- You may not transfer your membership to any other dog not named within this contract.
- You understand that daycare rates are reviewed periodically and may increase. This is regardless of the contracted amount or contract term. You understand that members will be notified a minimum of 30 days prior to any such membership rate increase by email.
- By signing this contract you agree to these terms and conditions
Booking Credits
How to use a Booking Credit
• Booking credits can only be used at Hanrob Pet Hotels, up to the listed value.
• Credits must be redeemed within 18 months from the initial deposit date of the first booking associated with the credit.
• Credits are redeemable for all standard boarding, daycare, grooming and training services at Hanrob Pet Hotels.
• Credits are multi-use, allowing multiple redemptions up to their total value.
• Only the person who made the primary booking can use the booking credit.
Booking Credit Terms & Conditions
Booking credits cannot be resold. Hanrob has the authority to cancel any resold credits and any related bookings without offering compensation.
Bookings must be made or adjusted through the Hanrob Contact Centre before the expiration date.
Credits are valid for services available at the time of redemption at any Hanrob Pet Hotel.
Failure to use the credit within the allotted time results in the loss of its value. Any modifications made after the expiration date will also result in the loss of credit value. The validity period starts from the initial deposit date of the first booking associated with the credit.
For bookings at Hanrob Pet Hotels, credits are valid for 18 months from the initial deposit date of the first booking associated with the credit.
Credits are redeemable only for services at Hanrob Pet Hotels, up to the value stated. Credits must be used as described with no compensation for inability to use. They cannot be exchanged for cash, other services, or goods.
Hanrob Pet Hotels does not accept responsibility for weather or other conditions at their facilities. It will not be liable for any kind of loss or damage resulting from the use of this booking credit, except where liability cannot be legally excluded.
Any extra services booked in conjunction with the use of a booking credit will be subject to standard booking conditions.
Hanrob will collect personal and pet information related to your booking for issuing and redeeming the credit. For details on Hanrob Pet Hotel’s privacy practices, including information access, see hanrob.com.au/terms-conditions/.
Bookings must be made or adjusted through the Hanrob Contact Centre before the expiration date.
Credits are valid for services available at the time of redemption at any Hanrob Pet Hotel.
Failure to use the credit within the allotted time results in the loss of its value. Any modifications made after the expiration date will also result in the loss of credit value. The validity period starts from the initial deposit date of the first booking associated with the credit.
For bookings at Hanrob Pet Hotels, credits are valid for 18 months from the initial deposit date of the first booking associated with the credit.
Credits are redeemable only for services at Hanrob Pet Hotels, up to the value stated. Credits must be used as described with no compensation for inability to use. They cannot be exchanged for cash, other services, or goods.
Hanrob Pet Hotels does not accept responsibility for weather or other conditions at their facilities. It will not be liable for any kind of loss or damage resulting from the use of this booking credit, except where liability cannot be legally excluded.
Any extra services booked in conjunction with the use of a booking credit will be subject to standard booking conditions.
Hanrob will collect personal and pet information related to your booking for issuing and redeeming the credit. For details on Hanrob Pet Hotel’s privacy practices, including information access, see hanrob.com.au/terms-conditions/.
Animal Transport Terms & Conditions
Please read the following terms and conditions carefully. You must not make any booking unless you are 18 years of age or older and understand and agree with the following terms and conditions.
These terms and conditions apply to bookings you make with our consultants (in-person, over the phone or by email).
See: Animal Transport Terms and Conditions
See: Animal Transport Terms and Conditions