Policies
To ensure the safety and wellbeing of all staff and animals at Midtown Pet Centre all pets will go through a comprehensive check-in process. Proof of vaccination must be provided in the form of a Vaccination Certificate for the check-in process to be completed. Where a vaccination certificate cannot be produced, confirmation from a veterinarian may be accepted. All pets must be currently vaccinated to enter the facility as a form of protection for themselves and others. There may be some instances where a pet will be refused entry into the kennel facility, these include:
- Current vaccination cannot be proven.
- If an animal displays signs of having a contagious condition.
- If an animal demonstrates aggressive behaviour.
- The pet is not appropriate for the boarding facility.
To assist owners in ensuring their pets have a safe transition in and out of the pet resort, we ask that all pets be appropriately transported. This can be achieved through the use of cat packs for felines and a collar and leash system for canines.
To support all pets in settling into the kennel environment Midtown Pet Centre prefers the check-in process to be completed during the morning reception hours. This allows the pets time to become familiar with their new home. However, if you would prefer an afternoon check-in (4:30pm – 4:45pm) please let us know when you make your booking and we will do our best to accommodate you.
Our reception hours for arrivals and departures are:
Monday – Friday: 9:00am – 12:00noon and 4:30pm – 5:00pm
Saturday: 9:00am – 11:00am and 4:30pm – 5:00pm
Sunday: 4:30pm – 5:00pm
If for any reason whatsoever a customer fails to collect their pet the following process will be followed:
- On the scheduled date of departure and the following days Midtown Pet Centre will make every effort to contact the owner using all information provided by the owner at the time of check-in.
- Fourteen (14) days from the departure date, if no communication has been made with the owner, and/or the account is outstanding, the pet shall be deemed as abandoned. At this point, Midtown Pet Centre may at their sole discretion re-home, sell or dispose of the pet.
Midtown Pet Centre requires all pets who stay at the pet resort to hold a current vaccination prior to checking-in.
At times, a pet’s vaccination can lapse past the renewal date. When this occurs owners should ensure their pet is vaccinated no less than ten (10) days before arrival at Midtown Pet Centre.
It is a requirement that all vaccination certificates are sighted by a member of Midtown Pet Centre’s team prior to a pet entering the pet resort.
Required vaccinations are as follows:
Felines: Annual F3 Vaccination. This vaccination covers Feline Enteritis and Cat Flu.
Canines:
Option 1:
A standard annual C5 Vaccination. This vaccination protects against Distemper, Hepatitis, Parvovirus, Para influenza and Bordatella bronchiseptica.
Option 2:
A C3 Vaccine plus yearly KC booster. The C3 vaccine lasts for three years and provides protection against Parvovirus, Distemper and Hepatitis. Accompanying the C3 vaccine must be a KC vaccine. This is an annual vaccine which provides protection against canine cough (Para influenza and Bordatella bronchiseptiac).
Canine Cough (Bordatella bronchiseptica):
Canine cough is not inclusive to dogs, it can be transmitted between many different animal types. While vaccinations help to prevent and/or minimise the severity of the virus, they are not 100% effective and dogs can catch canine cough whenever they inhale the relevant bacteria or virus particles into their respiratory tracts. This can occur at any time including at a dog park, going for a walk, and interacting with other animals (not only dogs). While every precaution is taken to prevent canine cough in the boarding kennel facility, not unlike children catching a cold at school, dogs can catch canine cough if they come into contact with a carrier.
Canine Cough is initiated with a viral (parainfluenza) infection and damage to the mucus membranes of the upper respiratory track, which is then followed with a bacteria phase with Boardatella. At this stage the effects can be mucus pooling and a coughing and retching action. Vaccines are fairly effective against this disease. The standard vaccines contains both a viral and bacterial component to protect against both stages of the cough. Due to the ability of the parainfluenza virus’ to mutate it is hard to produce vaccines that work against all strains.
In most cases, canine cough is not a serious condition and most pets are able to recover without receiving any specific treatment. Veterinary treatment and antibiotics are typically required in situations where the dog develops a secondary bacterial infection (e.g. pneumonia) that can occasionally develop as a result of the initial viral infection.
Importantly, canine cough can have a lengthy incubation period (up to two weeks), and dogs can be carriers without exhibiting any symptoms. Accordingly, it is possible to have a dog carrying/transmitting the virus without showing any signs of infection itself, and it is also possible for dogs to pick up the virus and be sent home whilst the virus is still in the incubation stage, only for the dog to start showing symptoms the day after it arrives home (or potentially many days later). Please note that we will always tell owners if we are aware that their dog is infected or has been exposed to the virus.
Fortunately, incidents of canine cough in the kennels are very rare, but if your pet does exhibit any symptoms consistent with canine cough shortly after their stay, please contact us and let us know, so that we can implement our procedures which enable us to quarantine off any animals that were in close contact with your pet and minimise the risk of further transmission of the virus.
In the unlikely event that your pet requires veterinary treatment during their stay, we will attempt to contact you and/or your listed emergency contact on the telephone numbers and/or email addresses provided to seek instructions.
If we are unable to make contact through these methods, or a situation is presented in which an immediate decision is required, we will make a decision based on the welfare and best interest of the pet.
It is a condition of boarding your pet with Midtown Pet Centre that in the absence of any clear written instructions to the contrary, if we believe your pet requires urgent veterinary attention and we cannot contact you via phone in a timely manner to discuss your pet’s condition, you authorise us to take any reasonable steps to keep the animal alive until such time as you have been contacted and provided us with instructions.
Please note that all veterinary fees are the responsibility of the owner.
Midtown Pet Centre has a range of high-quality dog and cat foods (including our own homemade chicken, rice & vegetable mix) which we use to feed our guests in the absence of any special instructions from owners.
However, owners are welcome to provide their own food in the event that their pets are on a special diet or require prescription food.
In this circumstance, owners are encouraged to provide Midtown Pet Centre with individually packaged daily portions or a bulk supply in a sealable container with an appropriate measuring device (e.g. Tupperware container plus scoop) along with clear instructions regarding how much & how often the portions are to be administered.
Every effort is made to keep the feeding routine similar to their home environment, however Midtown Pet Centre accepts no responsibility for any error or illness experienced by the pet.
Midtown Pet Centre’s team are all experienced dog handlers, who are used to walking dogs of all sizes and temperaments.
We conduct our walks using the equipment (leads, collars, harnesses etc.) provided by each dog’s owners, although we may use our own equipment if we believe it is more suitable.
To maximise the security and safety of your pet, it is absolutely essential that whatever you provide us is structurally sound and properly fitted. For example, please ensure that your dog’s collar is secure and cannot slip over their head. Please ensure that any harnesses are properly fitted and your dog can’t back out of it. Please ensure that your lead is structurally sound (e.g. not torn or frayed) and that any clips function properly.
Given that we operate from a 10 acre estate in a rural setting, it is impossible to fully fence our property. Whilst every care is taken to maintain the safety and security of your beloved pets, owners need to accept the small but nonetheless possible risks associated with these walks. In particular, owners of pets that have no (or limited) recall, or who are particularly shy with people (and therefore difficult to approach) are required to notify Midtown of this fact at check-in so that extra precautions can be put in place to maximise the safety of your pet. This may include restricting your pets exercise to our fully-fenced exercise areas which provide an incredibly safe environment for your pet.
Unless otherwise notified, customers are not required to pay a deposit at the time of making their reservation (with the exception of Easter & Christmas bookings where a $100 deposit is required), although we do ask that you notify us of any postponements or cancellations as quickly as possible so we can offer your space to other loyal customers.
We ask that owners settle their accounts at the time of arrival, as this helps to streamline the check-out procedure which is particularly helpful for us, particularly where owners are looking to do collections during our peak afternoon or Monday morning periods.
We understand travel plans can change, however, being a boutique facility our guest rooms are in high demand. For this reason we require full payment of the original booking, even if the guest has an early departure or late arrival.
Midtown Pet Centre’s fees are fixed and are not open to negotiation. Midtown Pet Centre review their prices annually and our room rates are subject to change without notice.
During public holiday long weekends and school holiday times including Christmas and Easter, a small holiday rate premium will apply to all standard boarding rates ($4 for dogs and $3 for cats). Public holidays also incur an additional surcharge ($20 per dog and $10 per cat) to cover our additional staffing costs on those days.
All boarding rates are charged per calendar day (including the day of arrival and the day of departure). However, no fee will be charged for the day of departure if pet(s) are collected during our morning opening hours.
At Midtown Pet Centre, our primary consideration is the welfare of our guests. To that end, boarding a female in “heat” poses hygiene concerns in the boarding kennel and cattery environment.
Additionally pheromones and scents released from the female pet in “heat” can evoke behavioral changes in other guests staying with us.
If you have an entire female pet we are happy to board them so long as you are aware of the last time that they were in season and it is unlikely that they will come into season during their stay at Midtown (typically there will be approximately 6 months between heat cycles although it does vary).
If you are unaware of their heat cycle, or based on their known cycle you are aware that your pet is due to come into season somewhere around the same time as their proposed stay at Midtown, we respectfully ask that you consider one of the following options:
Option 1:
Seek alternative care or accommodation for your pet.
Option 2:
Contact your veterinarian regarding medication to delay or postpone your female pet from coming into “heat”.
Option 3:
Have a friend or family member who is immediately available to collect your pet upon showing any signs of coming into heat (agreed at Midtown Pet Centre’s discretion).
Ticks are found along the whole of the east coast of Australia, from north Queensland to northern Victoria, and inland when conditions are favourable.
It is very important to understand that a bite from the Australian Paralysis Tick (Ixodes holocyclus) can kill your pet.
Animals bitten by a tick first become paralysed at the base of the spine. The paralysis gradually works its way to the nerves supplying the diaphragm, and in extreme cases the pet dies of respiratory failure.
Although paralysis ticks can be found all year round, the peak season is spring and summer, when warm weather combines with periods of rain. You need to be aware and check yourself and your animals regularly. Ticks can be found in backyards, parks and bushland.
Midtown Pet Centre requires all pets to have current tick and flea protection while boarding. Midtown Pet Centre asks that you use a commercially available proven flea & tick treatment such as the following:
- Nexgard / Nexgard Spectra
- Simparica Trio
- Bravecto
- Frontline
- Advantix
- Frontera
- KilTix (tick collar)
A range of products including Bravecto and Nexgard are available to purchase from Midtown Pet Centre at arrival if needed.
If a pet already has current tick and flea treatment, please advise the reception team of the date administered, the product type, and the duration of the protection.
It is the responsibility of the pet owner to ensure reasonable safeguards and treatments are in place for the duration of their pets stay.
Midtown Pet Centre and its staff will only seek to administer medication to animals if directed to do so by the owner or a qualified veterinarian.
Midtown Pet Centre and staff will endeavour to administer any medications as directed by the owner/veterinarian, however, owners acknowledge that they waive any rights against Midtown Pet Centre and/or staff and indemnify Midtown Pet Centre and/or staff for any losses or damage arising from the death or illness of a pet as a consequence of their administration/non-administration of any medication.
Midtown Pet Centre uses elevated bedding with flea-free covers to exceed the industry hygiene standards, so we are reluctant to allow guests to bring their own bedding as it often creates hygiene issues. We do however welcome a couple of toys and/or blanket from home to assist pets in their transition to a kennel environment. Toys in the form of Kongs, K9 plays and similar pet stimulating toys are provided to guests throughout their stay. All reasonable measures are taken to ensure items provided from guests homes stay with the pet(s), however we take no responsibility for guests personal items.
Each member of the team at Midtown Pet Centre values their relationships with every client and guest.
However, to minimise error and ensure consistent service is provided, team members are not available to be contacted on personal mobile phones, personal emails, or personal social media at any time. All bookings and enquiries must be made through Midtown Pet Centre administration during business hours.
All bookings and other communications should be made through the following channels:
- Telephone: (07) 5533 9452
- Email: info@midtownpetcentre.com.au
- “Contact Us” page on our website at www.midtownpetcentre.com.au
Please do not seek to make booking enquiries or other enquiries via any of our social media platforms.
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