Terms of service

1. The agreement

These terms apply to every booking with FluffyWA Pty Ltd (ABN as shown in the footer) for dog boarding, daycare, grooming, training and trial meet & greet visits. By making a booking, online or by message, you accept them on behalf of yourself and any co-owner of the dog.

You confirm that you are at least 18, that you own the dog or are authorised by the owner, and that the information you give us about your dog is accurate and complete.

2. Bookings and deposit

A booking is confirmed when we have accepted it and your deposit has been paid. The deposit is a percentage of the total shown at checkout and is paid by card through Stripe; the balance is paid at drop-off or collection. Boarding is charged per night, at the rate for your dog's weight tier on the day of check-in, as shown on the boarding page.

Prices are in Australian dollars and include GST. The price shown when you book is the price you pay, unless the stay changes (extra nights, add-ons, a different dog) or a late collection charge applies.

We may decline or cancel a booking if the dog's vaccinations are not in order, if the dog shows behaviour we cannot manage safely, or if we cannot provide the care described. If we cancel for reasons that are not about your dog, your deposit is refunded in full.

3. Changes, cancellation and refunds

You can cancel or change a booking by message or email. Deposit refunds depend on how many days before check-in we receive the cancellation, in the tiers published on the boarding page at the time you booked. Those tiers form part of these terms.

Bringing your dog home early does not reduce the price of nights already booked, unless we agree otherwise. Dates changed to a busier period may change the nightly rate.

Refunds are returned to the card used for the deposit and usually appear within 5–10 business days.

4. Drop-off, collection and late collection

Drop-off and collection are by arrangement within our published hours. Please arrive at the agreed time; the dogs settle better with a calm, planned handover.

If a dog is collected later than the agreed time, an additional night (or, for daycare and grooming, an additional day) is charged at the current rate. If we cannot reach you or your emergency contact for 48 hours after the agreed collection time, we will treat the dog as abandoned and may place it with a rescue organisation or the local ranger after taking reasonable steps to contact you; you remain liable for all costs.

5. Vaccination and health requirements

Every dog must have current core vaccinations (distemper, parvovirus, hepatitis and leptospirosis) and a kennel cough (Bordetella) vaccination given at least 14 days before check-in. Dogs arriving from overseas also need a current rabies vaccination. We check the certificate at booking and again at check-in and may refuse a dog whose certificate is missing, expired or too recent, with the cancellation tiers applying.

Dogs must be free of fleas, ticks and worms and on a current parasite treatment. Dogs that are unwell, in season, or recovering from surgery may be declined; please tell us in advance.

Full requirements are in the boarding requirements article in the knowledge section.

6. Food, medication and special care

We feed the food you bring, in the amounts you specify, or our standard food if you prefer. Medication must arrive in its original packaging with written instructions (dose, time, with or without food). We will give oral medication and simple topical treatments as instructed; we cannot give injections other than insulin by arrangement.

Tell us in writing about allergies, dietary needs, anxiety and anything that changes how we handle your dog. Care that takes significant extra time (frequent medication, wound care, special handling) may attract the care add-on published on the boarding page.

7. If your dog becomes unwell or is injured

If your dog needs veterinary attention, we will contact you first, then your emergency contact. If neither can be reached and we consider the matter urgent, you authorise us to take your dog to your nominated vet or the nearest available vet, and to approve treatment we believe is reasonable.

Veterinary and transport costs are your responsibility and are payable at collection, unless the injury was caused by our negligence. We will keep receipts and a written note of what happened.

Dogs can pick up illnesses such as kennel cough even when vaccinated, and can be stressed by a new environment. We minimise this with vaccination checks, cleaning and rest routines, but cannot guarantee a dog will not become unwell during a stay.

8. Behaviour and safety

Dogs are housed in individual runs and exercised with others only with your agreement and our assessment. You must tell us about any history of aggression, escaping, resource guarding or separation anxiety. If a dog cannot be handled safely, we may separate it, ask you to collect it early, or decline future bookings; the price for the remaining nights is not refunded in that case.

You are responsible for injury or damage caused by your dog to people, other animals or property, to the extent it was not caused by our negligence.

9. Photos, videos and albums

We take photos and short videos of your dog during a stay and share them with you by message and, for members, in your stay album. These are yours to keep.

We will not use identifiable photos of your dog in our marketing without asking you first. You can withdraw that consent at any time by message or email.

10. Our responsibility and its limits

We will provide our services with due care and skill and take reasonable care of your dog, its belongings and the information you give us. We are responsible for loss or injury caused by our negligence.

We are not responsible for illness, injury or loss arising from a pre-existing condition, from information you did not disclose, from a dog's own behaviour, or from events outside our reasonable control. Belongings such as beds, toys and leads are left at your own risk; we suggest bringing washable items only.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits or excludes those guarantees. Where the law allows us to limit liability for a failure to comply with a guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again.

11. Governing law and changes

These terms are governed by the laws of Western Australia and the Commonwealth of Australia, and the courts of Western Australia have jurisdiction over any dispute. We prefer to talk first: message or email us and we will try to resolve any problem within 14 days.

We may update these terms. The version published on this page when you make a booking applies to that booking. Contact: hello@fluffywa.com, 0405 098 765.