Opening
Hours
By making a booking, you acknowledge that you have read our advertised opening hours and agree to collect and/or drop off your pet during your scheduled appointment time unless an after-hours appointment has been arranged in advance.
Boarding drop-offs and collections are not available on Public Holidays or dates listed as unavailable on our website.
Messages received outside business hours may not be responded to until we are next available.
Booking Agreement
These Terms & Conditions apply to all services provided by The Critter Cave Pet Care Services.
By making a booking, whether online, by phone or in person, you agree to these Terms & Conditions and authorise us to provide the requested services and charge the applicable fees.
These Terms & Conditions remain in effect for all future bookings and may be updated from time to time. The current version available at the time of your booking will apply.
Boarding Fees & Charges
Current boarding fees and service charges are available on our website.
Boarding is charged per calendar day, including both the day of arrival and the day of departure, regardless of arrival or collection time.
Prices may change at any time. Where pricing changes after a booking has been made, you will be advised and given the opportunity to proceed under the updated pricing or cancel your booking.
Collection & Delivery
Where collection or delivery services are requested, they are available only during our advertised collection times and on nominated days.
Collection and delivery services are unavailable Public Holidays and unavailable dates.
Applicable call-out fees apply in each direction and will be added to your invoice.
Payments
Payment is required at check-in, during extended stays where agreed, or on or before collection, as determined by The Critter Cave Pet Care Services.
We accept Cash, EFTPOS, Bank Transfer and PayPal.
A 1.95% surcharge applies to card and PayPal payments to cover merchant processing fees.
Pets will not be released until all outstanding balances have been paid in full unless otherwise agreed.
Deposits
Deposits may be required for peak holiday bookings, long-term boarding or other bookings at our discretion.
Deposit amounts will vary depending on the length and value of the booking.
Deposits are generally non-refundable unless otherwise agreed or where required by law.
Cancellations
Peak holiday cancellations require at least seven (7) days' notice unless exceptional circumstances apply.
Late cancellations may incur cancellation fees where the booking cannot be filled.
Repeated cancellations may result in future bookings requiring an upfront deposit or being declined.
The Critter Cave Pet Care Services reserves the right to cancel any booking or service where necessary.
If we cancel a boarding booking while your pet is in our care, owners must collect their pet within 24 hours, unless alternative arrangements have been agreed.
Refunds
Approved refunds will be returned using the original payment method unless otherwise agreed.
Please allow 2–7 business days for card or electronic payment refunds.
Boarding days already used are non-refundable.
Alternatively, refunds may be provided as account credit upon request.
Returned retail products must be unused and in their original condition.
Refunds may alternatively be provided as account credit upon request.
Boarding
Maximum standard boarding period is three (3) months, unless otherwise agreed. Extended boarding may be quoted separately.
Owners confirm their pet is healthy and free from contagious diseases, parasites or infections and must disclose any medical conditions, medications or behavioural concerns.
We reserve the right to request evidence of a recent veterinary examination where there are concerns regarding your pet's health or suitability for boarding.
Suitable socialisation is provided where appropriate. Guinea pigs, rodents and other animals will not be housed together with unfamiliar animals.
Grooming Services
Grooming may be booked independently or during boarding. Unless requested otherwise, grooming performed during boarding is usually completed near the end of your pet's stay.
Grooming carries inherent risks including minor skin irritation, clipper rash, minor cuts or nicks and bleeding if the quick is clipped.
Owners must advise us of any medical conditions, recent surgery or injuries before grooming.
Should veterinary treatment become necessary, all associated costs remain the owner's responsibility.
Veterinary Treatment
If your pet becomes sick, injured or requires emergency veterinary attention while in our care, you authorise us to seek veterinary treatment on your behalf.
All veterinary fees, treatment, medication, transport expenses and associated costs remain the responsibility of the owner.
Photos & Communication
Unless requested otherwise, we may photograph or video your pets during their stay and use these images on Facebook, Instagram, TikTok, our website and in promotional material.
If you do not wish your pet's images to be used for promotional purposes, please let us know.
We aim to provide photo updates 1–2 times per week where practical. Special requests will be considered but cannot be guaranteed.
Policies
Where payment remains outstanding or a pet is not collected within ten (10) days of the agreed collection date without prior arrangement, we may take reasonable steps to recover costs, including rehoming if permitted by Queensland law.
Every reasonable care is taken; however, pets are accepted at the owner's risk. We are not liable for pre-existing, undisclosed or stress-related illness, age-related conditions, minor grooming injuries or events beyond our control.
Respectful Community
We are committed to friendly, respectful service and ask that all clients communicate respectfully with our team.
Abusive, threatening, aggressive or inappropriate behaviour may result in immediate refusal or cancellation of services.
Disputes & Tolerance
Should a dispute arise, both parties agree to attempt to resolve the matter through direct communication or mediation before taking legal action.
We have zero tolerance for harassment, bullying, threats or intimidation. This may result in cancellation, refusal of service and/or legal action where appropriate.