At Maraboon Pet Resort, we value the time of our clients and our team. To ensure we can provide the highest level of care and service to all pets, we kindly ask that you review and comply with the following cancellation policy.

GROOMING APPOINTMENTS

Cancellation

If you are unable to attend your scheduled grooming appointment, we require a minimum of 24 hours' notice by phone.

  • Cancellations made with more than 24 hours' notice will not incur any fees.
  • Cancellations made within 24 hours of the scheduled appointment will incur a $45 Cancellation Fee.

No Shows

If you fail to attend your scheduled grooming appointment without notifying us, a $95 No Show Fee will apply.

Any cancellation or no show fees must be paid before future grooming appointments can be booked or attended.

 

BOARDING BOOKINGS

At Maraboon Pet Resort, we carefully manage our accommodation bookings to ensure availability for all pets and families. To help us provide the highest level of care and maintain our reservation schedule, we ask all clients to review and comply with the following boarding cancellation policy.

Booking Deposits

A non-refundable 30% deposit (minimum $20) is required at the time of booking, or within 7 days of making your reservation.

  • Boarding bookings are not confirmed until the deposit has been received.
  • Deposits can be paid via the customer portal, cash, EFTPOS, credit card over the phone, or direct deposit.
  • If the deposit is not received within the required timeframe, the booking may be cancelled.

Payment of Boarding Fees

The remaining balance for your pet's stay is due upon admission to the resort.

Full payment must be received before any pet can be admitted for boarding.

Boarding Cancellations

If you need to cancel your pet's boarding reservation, we ask that you provide as much notice as possible by phone or email.

  • The 30% booking deposit is non-refundable and non-transferable.
  • If the full booking amount has been paid and cancellation is made with more than 7 days' notice, a refund or credit may be issued for the remaining 70% of the booking value.
  • Cancellations made within 7 days of the scheduled arrival date may not be eligible for a refund. Any credit issued will be at management's discretion.

Christmas and Peak Holiday Bookings

Due to extremely high demand during Christmas and peak holiday periods, special cancellation conditions apply.

  • All deposits remain non-refundable.
  • If the full booking amount has been paid and cancellation is made with more than 21 days' notice, a refund may be issued for the remaining 70% of the booking value.
  • Cancellations made within 21 days of the scheduled arrival date may be eligible for a credit on the remaining 70% of the booking value, subject to management approval.

Early Pick-Up Policy

If you choose to collect your pet earlier than the booked departure date, no refunds or credits will be provided for unused boarding days unless prior arrangements have been approved by management.

No Show Policy

If a pet does not arrive for a scheduled boarding booking and no prior notice has been provided:

  • The 30% deposit will be forfeited.
  • No refund or credit will be issued.
  • Future bookings may require full payment in advance.

Repeated cancellations or no-shows may result in future bookings being accepted only at management's discretion.

Exceptional Circumstances

We understand that unforeseen circumstances can occur. In exceptional situations, including serious illness, injury, or bereavement, management may consider a partial refund, credit, or alternative arrangement.

Any exceptions to this policy are at the sole discretion of management.

For enquiries regarding exceptional circumstances, please contact our team directly.

Thank you for your understanding and cooperation. These policies help us maintain availability for all guests and continue providing exceptional care for every pet entrusted to us.