Drop Off & Pick Up
1. Your rabbit(s) or guinea pig(s) must be dropped off and picked up during our business hours from Mondays to Saturdays. All other times are strictly by appointment, on a case-by-case basis and subject to an after hours surcharge.
2. Your photo ID (e.g. driver’s licence) must be provided for dropping off and picking up your rabbit(s) or guinea pig(s), if requested to do so. You may authorise another person to collect your rabbit(s) or guinea pig(s) provided you give us at least 24 hours’ written notice of the authorised person’s name and contact details. Your authorised person must provide photo ID (e.g. driver’s licence) upon collecting your rabbit(s) or guinea pig(s).
Payment
3. You warrant that you are the owner or authorised carer of your rabbit(s) or guinea pig(s), and will be responsible for all charges incurred, including veterinary fees (if any).
4. Full payment of boarding fees is required at the time of making the online booking in order to secure your booking. If you have been invoiced in advance for additional fees, they must be paid in full prior to dropping off of your rabbit(s) or guinea pig(s). If you have been invoiced during the boarding stay for additional fees, the invoice must be paid in full prior to collecting your rabbit(s) or guinea pig(s).
Cancellations & Refunds
5. In the event you wish to cancel your booking, you must give us written notice of the cancellation before the nominated check-in date, we will refund to you any such payment made, minus administrative charges which are listed below.
Cancellation More Than One Month Prior to Start of Boarding Period
Refund = Boarding fees minus Paypal merchant fee minus administrative fee of 20% of boarding fees
Cancellation Within One Month Prior to Start of Boarding Period
Refund = Boarding fees minus Paypal merchant fee minus administrative fee of 30% of boarding fees
Cancellation Within Two Weeks Prior to Start of Boarding Period
Refund = Boarding fees minus Paypal merchant fee minus administrative fee of 40% of boarding fees
Cancellation Within One Week Prior to Start of Boarding Period
Refund = Boarding fees minus Paypal merchant fee minus administrative fee of 50% of boarding fees
Cancellation of Remaining Boarding Stay after Commencement of Boarding Period: No refund.
No Show on Check-In Date: No refund.
Note:
(a) Paypal merchant fees charged by Paypal for any booking is not refundable for any reason as Paypal does not refund these fees when Willow Woods processes refunds to customers.
(b) A minimum administrative fee of $55 applies to all cancellations.
(c) Credit notes will not be issued for use in future boarding in lieu of cancellations.
6a. If you do not give us written notice of the cancellation of your booking before the nominated check-in date, you will be charged a cancellation fee being the amount of charges for boarding in respect of your entire booking. You agree that you will pay the cancellation fee and that if any advance payment of charges for boarding has been made, we may use such advance payment towards payment of the cancellation fee.
6b. If you pick up your rabbit(s) or guinea pig(s) before the nominated check-out date, you will be charged a cancellation fee being the amount of charges for boarding in respect of the remainder of your booking (as the case may be), ie. there will not be a refund of fees paid for the remainder of the stay.
Extensions of Stay
7. If your rabbit(s) or guinea pig(s) is/are not collected by the nominated pick-up date but you have informed us within 24 hours of the nominated pick-up date, full charges (including all charges for ongoing boarding beyond the nominated pick-up date) will be payable by you until your rabbit(s) or or guinea pig(s) is/are collected. All outstanding charges must be settled upon collection of your rabbit(s) or guinea pig(s).
8. If your rabbit(s) or or guinea pig(s) is/are not collected by the nominated pick-up date and you have not informed us within 24 hours of the nominated pick-up date, full charges (including all charges for ongoing boarding beyond the nominated pick-up date) will be payable by you until your rabbit(s) is/are collected. All outstanding charges must be settled upon collection of your rabbit(s). In addition, we will hold your rabbit(s) or guinea pig(s) for another 24 hours after the nominated pick-up date and then you agree that we may treat your rabbit(s) or guinea pig(s) as abandoned and we may at our sole discretion hand over your rabbit(s) or or guinea pig(s) to Wyndham City Council or any other relevant authority for further action. You agree to pay all costs and expenses incurred for such handover.
Vaccination
9. We will only accept rabbits of 12 weeks or older with documentary proof of current calicivirus vaccinations (vaccination certificate or vaccination card from vet; preferably within 6 months before check-out date, but within 12 months is acceptable as well) and Revolution treatment to our satisfaction (eg. receipt from vet not older than 3 months or an un-opened tube for treatment during check-in). All juvenile rabbits must have completed their full course of booster shots prior to being admitted to our boarding facility.
We will only accept guinea pig(s) of 12 weeks or older with proof of Revolution treatment to our satisfaction. (Eg. receipt from vet not older than 3 months or an un-opened vial for treatment during check-in.)
Accommodation, Damage, Food, Medication, etc.
10. If your rabbits or guinea pigs have not been introduced previously, or are not able to live with each other in the same cage, we may at our sole discretion house them in separate cages and additional charges will be payable by you for the separate cages.
11. You will be responsible for any excessive damage to any other rabbits/guinea pigs or any property caused by your rabbit(s) or guinea pig(s) due to its/their behaviour.
12. If you wish to provide any bedding or other equipment for your rabbit(s) or guinea pig(s), it must be approved by us before entering our facility. If any bedding or other equipment is not approved by us, you must remove it immediately. You agree that we will not be liable for any loss or damage to any bedding or other equipment provided by you.
13. Your rabbit(s) or guinea pig(s) will be fed a balanced diet of hay and vegetables. If your rabbit(s) or guinea pig(s) require(s) a special diet (e.g. pellets or mixes), you must provide us with an ample supply of the special diet, in secure containers clearly labelled with the name(s) of your rabbit(s) or guinea pig(s), for the duration of your rabbit(s)’ or guinea pig(s)’ stay with us. If the supply is insufficient, we will purchase additional quantities from the nearest pet shop. You will be required to reimburse us for the cost of the purchase and transport charges.
14. We reserve the right to refuse, at any time and at our sole discretion, boarding services for a rabbit or guinea pig for any reason whatsoever, including without limitation a rabbit or guinea pig that is undergoing medication or a rabbit or guinea pig that is deemed by us at our sole discretion to be unhealthy and/or to be a possible threat to other rabbits or guinea pigs.
Health & Safety
15. Although we will take all reasonable care to ensure the health and safety of your rabbit(s) or guinea pig(s), you agree that we will not be liable for any illness, injury, accident, death, loss or damage of any kind whatsoever which your rabbit(s) or guinea pig(s) may suffer or for any loss or damage of any kind whatsoever which you may suffer unless proven to our satisfaction to have been directly caused by our negligence or misconduct.
16. Despite condition 15, you agree that if your rabbit(s) contract(s) pasteurella, calicivirus or myxomatosis, we will not be liable under any circumstances for any injury, accident, death, loss or damage of any kind whatsoever which your rabbit(s) may suffer or for any loss or damage of any kind whatsoever which you may suffer in connection with your rabbit(s) contracting these diseases.
Despite condition 15, you agree that if your guinea pig(s) contract(s) Bordetella bronchiseptica or other diseases, we will not be liable under any circumstances for any injury, accident, death, loss or damage of any kind whatsoever which your guinea pig(s) may suffer or for any loss or damage of any kind whatsoever which you may suffer in connection with your guinea pig(s) contracting these diseases.
17. In the event of a minor illness of or injury to your rabbit(s) or guinea pig(s), you agree that we may apply first aid or other medical treatment as we deem fit or appropriate at our sole discretion to your rabbit(s) or guinea pig(s) and you will be notified of any issues later when collecting your rabbit(s). In the event of a serious illness or injury to your rabbit(s) or guinea pig(s), you agree that we may at our sole discretion make arrangement for consultation and treatment of your rabbit(s) or guinea pig(s) by a veterinarian whose decision will be final and you will be notified as soon as practicable. You agree to pay upon collection of your rabbit(s) or guinea pig(s) all costs and expenses for any and all consultation and treatment incurred for your rabbit(s) (including transport charges for any off-site veterinary appointments).
18. In the event that your rabbit(s) or guinea pig(s) die(s) during its/their stay with us, we will notify you as soon as practicable and you must by prior arrangement with us collect your rabbit(s) or guinea pig(s) within 24 hours of our notification. If you do not collect your rabbit(s) or guinea pig(s) within 24 hours of our notification, we reserve the right to dispose of your rabbit(s) or guinea pig(s) in any manner that we deem fit or appropriate and you agree to pay all costs and expenses incurred for such disposal.
19. You agree to indemnify us, our officers, employees and agents and other third parties from and against all claims, demands, actions, proceedings, losses, damages, costs, expenses and liabilities of any kind whatsoever which may be suffered or incurred in connection with any illness, injury, accident, death, loss, or damage arising from your rabbit(s)’ or guinea pig(s)’ stay with us, unless proven to our satisfaction to have been directly caused by our negligence or misconduct. This indemnity survives the expiration or termination of these Terms & Conditions.
Others
20. You agree that by accepting these Terms & Conditions via our online booking system, we will have a lien over your rabbit(s) or guinea pig(s) until all monies (including all charges for ongoing boarding beyond the nominated pick-up date) that you owe to us are fully paid. In the event any monies remain owing by you to us 7 days after the nominated pick-up date, we reserve the right to sell, give away, sign over or otherwise dispose of your rabbit(s). If your rabbit(s) or guinea pig(s) is/are sold, we may deduct from the proceeds of sale all costs associated with selling your rabbit(s) or guinea pig(s) and all monies owing by you to us up to the date of sale. If your rabbit(s) or guinea pig(s) is/are otherwise disposed of and is/are not sold, or if your rabbit(s) or guinea pig(s) is/are sold and the proceeds of sale are not sufficient to meet the total amount of all costs associated with selling your rabbit(s) or guinea pig(s) and all monies owing by you to us up to the date of sale, you are not relieved of any obligation to pay any outstanding amount not recovered by us, and we reserve the right to commence proceedings against you to recover all outstanding amounts.
21. You agree that by signing these Terms & Conditions you attest to the accuracy of all information given about your rabbit(s).
22. Although we take care in protecting your privacy, we reserve the right at all times to disclose any information as necessary to satisfy any applicable law, regulations, legal process or governmental request.
23. You agree that we may use your personal information for our administrative purposes and to provide you with the latest information on specials, pricing of products and other services that we may have to offer from time to time. You may contact us at any time to ask us to stop providing information about our products and services, or to provide feedback on our services.
24. Should your rabbit(s) or guinea pig(s) exhibit stress behaviours due to space constraints during boarding, we reserve the right to move your pet(s) to the next bigger sized enclosure(s) at your cost.