Spot Holdings (NSW) Pty Ltd and Subsidiaries
Terms & Conditions
1. Definitions
"The Business" means Spot Holdings (NSW) Pty Ltd and its subsidiaries, and any facility operating under its brands including Kip Happy Stays and Hanrob Pet Hotels.
"The Owner" means the person who owns the pet or is authorised to act on the owner's behalf, including Corporate Partners.
"Pet" means the animal using the Business's services.
"Services" includes boarding, daycare, transport, training, enrichment, assessments, memberships, additional services, and any related products or services provided by the Business.
"Personal Information" has the meaning given to it under the Privacy Act 1988 (Cth) and includes information or an opinion about an identified individual, or an individual who is reasonably identifiable.
"Privacy Policy" means the Business's Privacy Policy as published on its website and available on request at any facility.
The singular includes the plural and vice versa.
2. Vaccination & Health Requirements
2.1 General Vaccination Requirement
All pets must be vaccinated, and vaccinations must remain valid for the entire duration of their stay or attendance.
The Business may refuse admission if valid vaccination evidence is not provided.
2.2 14-Day Lapse Rule
If a pet's previous vaccination has lapsed by more than 14 days, any new vaccination must be administered at least 10 days before check-in or daycare attendance.
2.3 Vaccination Documentation
The Owner must provide:
• evidence of the pet's current vaccination; and
• evidence of the immediately prior vaccination if checking in within 10 days of the most recent vaccination.
2.4 Vaccination Requirements
• Dogs: Up-to-date C5 (or equivalent). Puppies may board 10 days after their final puppy vaccinations.
• Cats: Up-to-date F3. Kittens may board 10 days after their final kitten vaccinations.
2.5 Parasite Control
All pets must have valid flea, tick and worm treatment that covers the entire stay.
If treatment expires, the Business may administer replacement treatment at the Owner's cost.
2.6 Desexing
Dogs attending daycare must be de-sexed by 12 months of age.
2.7 Health Conditions
The Owner warrants their pet is free from contagious illness, disease, parasites or infection.
A fit-to-board certificate may be required if a pet:
• is aged 15 years or older; or
• has had major surgery or significant illness in the previous 6 months.
The Business may isolate unwell or infectious pets and require immediate collection.
2.8 Council Registration
The Owner declares that their pet is registered with their local council where required, and booked in under the accurate breed and classification.
3. Behaviour, Assessments & Suitability
3.1 Behaviour Disclosure
The Owner must disclose any behavioural history including:
• aggression or fear
• reactivity
• social assertiveness
• excessive barking or mounting
• stranger or breed aversion
3.2 Assessments
The Business may conduct behavioural or temperament assessments to determine suitability.
3.3 Criteria May Change
The Business may amend assessment processes, grouping policies or supervision standards at any time without notice.
3.4 Right to Refuse
The Business may refuse or discontinue service at its sole discretion for safety, welfare or operational reasons.
4. Fees, Deposits & Payments
4.1 Deposits
A deposit may be required to secure a booking.
4.2 Full Payment Requirement
The Business may require full payment prior to check-in.
If requested and not made, the Business may cancel the booking immediately.
4.3 Balance Payments
Unless otherwise agreed, balances must be paid before or at check-in.
The Business may automatically charge the payment method on file for:
• balances
• extensions
• incidentals
• special services
• outstanding charges
4.4 Additional Charges
The Owner agrees to pay for:
• late collection fees
• additional boarding if the pet is not collected on time (including use of alternative facilities if required)
• veterinary costs requested or deemed necessary by the Business
• labour and travel for veterinary transport
• hygiene treatments
• parasite treatments
• property damage caused by the pet
4.5 Peak Period Conditions
Peak periods may include:
• minimum stays
• higher deposits
• earlier payment deadlines
• different cancellation terms
These will be communicated at booking.
4.6 Stay Reductions and Early Departures
Any reduction in the length of a confirmed booking, or early collection of a pet before the scheduled check-out date, that occurs after the applicable free cancellation deadline will be treated as a partial cancellation. The full charge for the originally booked period will apply and no refund, credit or adjustment will be issued for any unused nights or unused days. This clause applies regardless of the reason for the reduction or early departure.
4.7 Shared Accommodation (Dogs Only)
Where the Owner books a shared room for their dog, the Owner acknowledges and agrees that compatibility between dogs can only be determined after assessment and observation by the Business. If, in the Business's absolute discretion, a compatible and suitable roommate match cannot be identified or maintained, the dog will be accommodated in a solo room for all or part of the stay, and the Owner will be charged the applicable solo room rate for those nights. The shared rate is not guaranteed and no refunds or credits apply if a shared room cannot be safely offered.
5. Prepaid Passes, Credits & Refunds
5.1 Passes
Prepaid passes do expire; expiry periods vary and are communicated at purchase.
Passes are non-refundable and non-transferable except as required by law.
5.2 Credits
Customer credits (goodwill, promotional or otherwise) expire 12 months from issue unless stated otherwise.
6. Veterinary Care
6.1 Contact
If a pet becomes ill, injured or distressed, the Business will make reasonable attempts to contact the Owner or emergency contact.
6.2 Authority Where Contact Cannot Be Made
If the Owner cannot be reached promptly, the Owner authorises the Business to act in the pet's best interests, including:
• seeking veterinary treatment
• authorising medication, tests, surgery, anaesthesia or euthanasia where recommended by the treating veterinarian
• transporting the pet
• withholding or delaying treatment where recommended by the veterinarian
6.3 Liability
The Owner acknowledges that:
• the Business is not liable for decisions made under clause 6.2;
• the Business is not liable for injury, deterioration, complications, death, expenses or outcomes from treatment or delayed treatment;
• veterinary decisions, where consulted, are final.
6.4 Costs
The Owner indemnifies the Business for:
• veterinary fees
• medication
• surgery
• after-hours surcharges
• diagnostics
• emergency transport
• travel fees
The Business may use preferred veterinary partners.
7. Owner Responsibilities & Indemnity
Under no circumstances will the Business, or its employees or agents, be responsible for injury, death, loss or damage of any kind unless caused by the Business's negligence.
The Owner is responsible for:
• any loss or damage caused by their pet
• any damage to Business property
Liability is reduced to the extent the Business contributed to the loss.
8. Abandoned Pets
A pet not collected within 14 days of scheduled check-out is deemed abandoned.
The Business may:
• rehome the pet
• surrender the pet to authorities
• recover all outstanding charges and any shortfall relating to rehoming
Outstanding fees remain the Owner's responsibility.
9. Transport Terms
Transport is subject to availability and service zones.
If the Owner is not available at the agreed time:
• the pet may be returned to the facility; and
• boarding or re-delivery fees may apply.
The Owner must ensure safe access for collection and return.
10. Media, Photography & Digital Use
All photographs, videos or digital content captured on Business premises are the property of the Business.
These may be used for marketing, social media, training and promotion.
Owners may opt out by providing written notice to the facility at or before the time of check-in. Opt-out requests received after check-in will take effect for future visits only and do not apply to content already captured during the current or any prior visit.
Incidental appearance may still occur even where an opt-out has been submitted.
11. Website Terms
By using any Business website, the Owner agrees that:
• all intellectual property belongs to the Business
• content may not be copied, commercialised or redistributed
• data scraping or mining is prohibited
• access may be restricted at any time
The Business makes no warranties about website availability and is not liable for consequential loss.
12. Lien Clause
The Owner acknowledges that this agreement creates a lien over the pet in favour of the Business.
The Business may retain possession until all outstanding charges are paid in full.
13. Modifications to Terms
The Business may amend these Terms at any time.
Use of Services after amendments constitutes acceptance.
14. Accuracy of Information
The Owner warrants that all information provided is true and correct and agrees to notify the Business of any changes.
15. Governing Law
These Terms are governed by the laws of the State or Territory where the Service is provided.
16. Acceptance of Terms
16.1
By making a booking, the Owner agrees these Terms apply.
16.2
Attendance or drop-off constitutes acceptance.
16.3
Objections must be raised in writing within 24 hours of booking confirmation.
16.4
By accepting these Terms, the Owner also acknowledges and consents to the collection, use, disclosure and handling of their personal information in accordance with clause 24 and the Privacy Policy.
17. Payment Failures
17.1
If a payment fails, the Business may:
• suspend services
• refuse future bookings
• apply recovery costs
• apply reasonable interest
17.2
The Owner irrevocably authorises the Business to retry the payment method on file until paid.
18. Corporate & Third-Party Billing
18.1
Where a booking is made by a Corporate Partner, that partner is responsible for fees unless agreed otherwise.
18.2
Corporate Partner discounts apply only while the Corporate Partner remains in good standing with the Business.
19. Personal Items
The Business is not responsible for loss, damage or destruction of personal items.
The Business may remove or dispose of unsafe or unhygienic items.
20. Right to Terminate
The Business may refuse, suspend or terminate Services immediately where:
• the pet presents a safety or welfare risk
• the Owner breaches these Terms
• fees remain unpaid
• operational requirements require discontinuation
The Owner must immediately collect the pet upon request.
Failure to do so may incur additional boarding fees or trigger the abandoned-pet clause.
21. Membership Terms
21.1 General
By signing up to a membership, the Owner agrees to these Terms and any membership-specific terms provided at signup.
21.2 Billing
Membership fees are charged weekly on a billing day determined by the Business. This billing day may be varied by the Business for operational purposes.
21.3 Charges
Weekly charges include:
• the Weekly Membership Fee; and
• any goods or services used but not already billed.
21.4 Price Changes
The Business may adjust pricing with at least 30 days' written notice. The Owner may cancel before the change takes effect.
21.5 Authorisation
The Owner authorises the Business to charge the debit or credit card on file for all membership fees and additional charges.
21.6 Minimum Term
Minimum membership periods apply and are communicated at signup.
21.7 Cancellation
Cancellations must be made in writing to the facility email or via the online portal. Cancellations take effect at the end of the current billing period unless otherwise stated.
21.8 Missed Payments
If payments fall into arrears, the Business may suspend services or take recovery action (including costs).
21.9 Non-Transfer
Memberships may not be transferred to another pet.
22. Multi-Pet Bookings
Where an Owner books multiple pets under a single booking, these Terms apply to each pet individually. The Business may exercise any right under these Terms, including the right to refuse service, isolate a pet, require collection, or apply additional charges, in respect of any individual pet without affecting the booking, obligations, or charges applicable to any other pet in the same booking. Fees for pets that remain in care are not affected by the removal or early collection of another pet in the same booking.
23. Force Majeure
The Business is not liable for any failure or delay in providing Services caused by circumstances beyond its reasonable control, including but not limited to fire, flood, natural disaster, pandemic, government-mandated closure, infectious disease outbreak, power failure, or other emergency. In such circumstances, the Business will make reasonable efforts to notify the Owner and, where practicable, to arrange alternative care for pets in its custody. Fees already paid may, at the Business's discretion, be applied as a credit toward future bookings. The Business's liability in any force majeure event is limited to taking reasonable steps to ensure the safety and welfare of pets in its care at the time the event occurs.
24. Privacy
24.1 Collection and handling of personal information
The Business collects personal information from Owners in order to provide its Services. The types of personal information collected include name, contact details, emergency contact details, payment information, pet health and behavioural records, vaccination history, and photographs or video captured at Business facilities.
24.2 Purpose of collection
Personal information is collected and used for the following primary purposes:
• Processing bookings and payments
• Providing, managing and improving Services
• Contacting the Owner regarding their booking or their pet's welfare
• Assessing pet suitability and conducting behavioural assessments
• Authorising veterinary care or emergency treatment on the Owner's behalf
• Meeting legal and regulatory obligations
Personal information may also be used for secondary purposes, including sending marketing communications and using photographs for promotional material, where the Owner has consented or where permitted by law.
24.3 Disclosure to third parties
The Business may disclose personal information to third-party service providers who assist in delivering its Services, including payment processors, booking system providers, email and marketing platform providers, cloud infrastructure providers, and veterinarians. These providers are engaged on the basis that they will handle personal information consistently with the Australian Privacy Principles.
24.4 Overseas disclosure
Some third-party service providers engaged by the Business may store or process personal information on servers outside Australia. By accepting these Terms, the Owner consents to their personal information being transferred overseas to the extent necessary to deliver the Services. The Business takes reasonable steps to ensure overseas providers maintain privacy standards consistent with the APPs.
24.5 Marketing communications
By making a booking, the Owner consents to receiving service-related communications from the Business. The Owner may separately opt in to marketing and promotional communications. Owners may opt out of marketing communications at any time by clicking unsubscribe in any email, or by contacting the Business directly. Opting out of marketing communications does not affect service-related communications.
24.6 Access, correction and complaints
Owners have the right to access and correct personal information held by the Business, and to make a privacy complaint. Requests and complaints should be directed to the Business using the contact details on the Privacy Policy. If a complaint is not resolved to the Owner's satisfaction, it may be referred to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
24.7 Privacy Policy
The full Privacy Policy, which sets out in detail how the Business collects, holds, uses, discloses, and protects personal information, is available on the Business's website and on request at any facility. The Privacy Policy forms part of the framework under which these Terms operate and should be read alongside these Terms.
25. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable in whole or in part, that provision or part will be severed from these Terms and the remaining provisions will continue in full force and effect as if the severed provision had not been included.
26. Non-Waiver
Any failure or delay by the Business to enforce or exercise any right or remedy under these Terms does not constitute a waiver of that right or remedy. A waiver of any breach does not constitute a waiver of any subsequent breach of the same or any other provision. No waiver is effective unless given in writing by an authorised representative of the Business.
27. Entire Agreement
These Terms, together with any booking confirmation, peak period conditions, and any service-specific terms communicated at signup or booking, constitute the entire agreement between the Business and the Owner in relation to the Services. These Terms supersede all prior representations, discussions, understandings or agreements between the parties in relation to the Services.
28. Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or under any other applicable Commonwealth or State legislation that cannot lawfully be excluded, restricted or modified. To the extent that any provision of these Terms is inconsistent with such statutory rights, those statutory rights will prevail to the extent of the inconsistency.
29. Collection Notice
In accordance with Australian Privacy Principle 5 (APP 5), the Business provides the following notice at the point of collection of personal information:
Who is collecting your information
Spot Holdings (NSW) Pty Ltd and its subsidiaries, operating as Kip Happy Stays and Hanrob Pet Hotels.
What we collect
Your name, contact details, emergency contact, payment information, and information about your pet including health history, vaccination records, and behavioural data.
Why we collect it
To provide our pet care services, process bookings and payments, contact you about your pet, and meet our legal obligations.
Who we may share it with
Veterinarians, payment processors, booking system and CRM providers, cloud infrastructure providers, and marketing platforms. Some providers may be located overseas.
Your rights
You may access or correct your personal information, or make a privacy complaint, by contacting us using the details in our Privacy Policy.
Our Privacy Policy, which contains full details of our data practices and your rights, is available at our website and on request at any facility.
