Booking & Cancellation Policies

Overnight Stay Policy

Meet & Greet at Chloe’s Place, Helensburgh (30 mins)

A complimentary Meet & Greet is required before your dog’s first stay at Chloe’s Place, Helensburgh. It gives you and your dog/s the opportunity to meet Amy and Chloe, discuss your dog/s’ routine and care needs, and make sure they are comfortable in our home and get along well with Chloe, my resident Cavoodle.

If a Stay Needs to End Early

For the safety and wellbeing of all dogs in my care, I reserve the right to end a stay if a dog is not settling appropriately or displays unsafe behaviour that poses a risk to people, property, or Chloe.

If this occurs:

The owner (or emergency contact) must arrange collection as soon as reasonably possible.
Payment for nights already used is non-refundable.
Unused nights may be refunded at my discretion, depending on the circumstances.
Any transport or additional costs associated with early collection are the owner's responsibility.

Booking Policy

Bookings are processed on a first-come, first-served basis. Dates are only confirmed once your deposit has been received and your booking confirmation has been issued.

Payments are accepted by EFT or PayID. Payment details will be provided with your invoice.

If your bank transfer payment is taking longer to process, a screenshot or confirmation of payment can be provided to secure your booking.

Rates are based on the length of stay, and guest type as outlined on our website.

During peak periods, including school holidays, school development days and long weekends, a 15% surcharge applies, along with a 3-night minimum stay.

A detailed invoice will be provided once your booking form is submitted, confirming your stay dates, applicable rate, any selected extras, and deposit requirements. Bookings are only secured once the deposit has been received.

Drop-off (check-in) is between 4:00pm–6:00pm and Pick-up (check-out) is between 10:00am–11:00am.

An early drop off (1:00pm - 2:00pm) and late pick-up option (11:00am –12:00pm) or another agreed upon time is available, but must be pre-arranged at the time of booking and approved by Chloe's Place, incurring a $30 fee. Availability is limited. Adhering to these times allows us to prepare the space and ensure a smooth transition between guests, as we host one guest at a time.

For the safety and comfort of all dogs, Chloe’s Place accepts only small gentle breeds (up to approximately 10kg), as our home environment and yard are designed specifically for smaller dogs.

Owners must provide their dog's regular food for the duration of the stay, along with any necessary care instructions.

Owners agree to disclose any behavioural concerns, medical conditions, or special care needs prior to the stay.

Owners will receive daily photos, videos and updates during their dog's stay.

Photos of visiting dogs may be used on Chloe’s Place website or social media, unless the owner requests otherwise.

Owners are responsible for any damage caused by their dog to property, furniture, or belongings during the stay. The cost of repair or replacement may be charged if damage occurs.

Dogs not collected at the agreed time may incur an additional nightly boarding fee.

Chloe’s Place is not responsible for illness, injury, or loss resulting from undisclosed behavioural issues or

pre-existing conditions.

To ensure every guest enjoys calm surroundings and personalised care, Chloe’s Place welcomes only one guest dog at a time.*

*Chloe's Place is designed for one guest dog at a time, with occasional accommodation available for a second dog from the same family only, subject to temperament, compatibility, and availability.

Health & Illness Policy

Dogs must be fully vaccinated, desexed, house trained, friendly with other dogs, and comfortable in a home environment.

Dogs must also be up to date with flea and tick treatment.

For the health and safety of all our guests, dogs must arrive healthy, free from illness and fit to stay.

If your dog becomes unwell, develops symptoms, or is exposed to a contagious illness before their stay, you must notify Chloe’s Place as soon as possible. Your dog must be fully recovered and completely symptom-free for at least 7 days before arrival.

If your dog has recently undergone surgery or a medical procedure, they must be fully recovered and cleared by their veterinarian as fit for boarding before their stay.

If your dog becomes unwell before their stay, please contact me as soon as possible.

Medication

Medication must be disclosed at the time of booking and provided in its original packaging with clear instructions. Tablets can be administered in food only; liquid medication can be given as directed.

Chloe’s Place reserves the right to postpone or cancel a stay where there is a risk to the health of the dog, other guests or resident pets. Any cancellation or postponement will be handled in accordance with the applicable booking and cancellation terms.

Owners are required to provide their dog's veterinary details and an emergency contact number in case veterinary care is required.

Owners authorise Chloe’s Place to seek veterinary treatment in the event of illness or emergency if the owner cannot be contacted. Any veterinary costs incurred will be the responsibility of the owner unless caused by negligence.

We recommend pet insurance for all guests, as it can assist with any veterinary expenses outside the scope of our insurance.

At Chloe’s Place, Medication may be considered depending on your dog’s needs. Please discuss this prior to booking.

Deposits, Cancellation & Refund Policy

At Chloe’s Place, we host only one guest dog family at a time. Once your booking is confirmed, those dates are reserved exclusively for your dog. Please understand that cancellations can be difficult to accommodate at short notice. 🩷

All Bookings - Standard & Peak Periods

50% Booking Payment: A 50% booking payment is required to secure your booking.

Cancellations🐾

I understand that travel plans can sometimes change.

15 days or more before arrival (all bookings): Your deposit will be fully refunded.

8–14 days before arrival (Standard bookings): Your deposit will be fully refunded.

8–14 days before arrival (Peak bookings): 50% of your deposit will be retained, and the remaining 50% will be refunded.

1–7 days before arrival (all bookings): 50% of your deposit will be retained, and the remaining 50% will be refunded.

Bookings Across Standard and Peak Periods: If your dog's stay falls across both a Standard and Peak period, the Peak cancellation policy will apply.

Date Changes

If plans change, your booking may be transferred to an alternative date, subject to availability and applicable minimum stay requirements.

Your deposit will be transferred to your new booking, with any difference in the deposit amount adjusted accordingly.

The deposit refund and retention terms will apply according to the cancellation policy for your new booking.

Early Returns

If a stay is shortened after it has begun, unused nights are non-refundable, as the booking has been reserved exclusively.

Unexpected Circumstances

In the unlikely event that Chloe’s Place is unable to provide care due to illness, emergency, or unforeseen circumstances, clients will be notified as soon as possible.

A full refund, including any deposit paid, will be provided for any affected booking.

Where possible, assistance will be offered in finding alternative care. Please note that Chloe’s Place is not responsible for any difference in cost or additional expenses incurred.

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