Hedgegrove has strict policies and procedures to maintain a high level of care and to keep your pet and our team as safe as possible at all times. Please check the below ‘frequently asked questions ‘to assist in anything queries you may have.
What animals do you board?
What animals don’t we board? We have first-class dog and cat accommodations, and also house all sorts of feathered, finned and scaled animals. If you’re unsure if we will board your pet, feel free to get in touch.
What do I need to bring?
At a minimum we ask you to bring the following:
- A copy of their current vaccination (A photo on a smartphone to display is fine and accepted)
- Their food clearly labeled and properly sealed with instructions is supplying their own diet (extra charges apply.
- An emergency contact who was the power to make decisions on your behalf in the event you are traveling internationally or will be uncontactable during your pets stay.
Updates, Photos & Video
Our team strive to keep our guests ‘pawrents’ up to date on their pets holiday. If you would like an update on your pets holiday please email our team at info@hedgegrove.com.au
Updates on the weekend will not operate unless necessary while our reception is closed.
We will endeavour to post photos and videos of ours guests onto our social media accounts (Facebook & Instagram) on either the main feed or the “stories” platform.
However, this is not a guarantee and is only something our team will do if time permits and once all our duty of care activities are completed for ALL guests. Priority goes to those who have been with us the longest. We will not put additional stress or pressure on nervous guests for the sake of a photo as this can interrupt our duty of care and affect our ability to perform our duties.
Pets who undergo the following ‘extra activities’ also get photos and videos posted as part of the service
- Hydrotherapy
- Walk-About Adventures
- Dayschool – Canine Connects social media platform
- Trainer Time – Canine Connects social media platform
Heating & Cooling
Hedgegrove is proud to have modern reverse cycle air-conditioning in all our animal accommodation to give our guest comfort no matter the season.
Hedgegrove strives to maintain our facility’s temperature to remain above or below recommended temperatures throughout the year as recommended by the Veterinary Codes of Practice.
Extra procedures and events also occur to help our guests stay as cool/warm and as comfortable as they can during extreme weather days.
What about vaccinations?
Most animals require certain vaccinations before we are able to board them. Please check the kennel or cattery page for dogs and cats, and the Other Pets page for other animals. If you are unsure please get in touch.
Hedgegrove DOES NOT keep vaccination records for every pet. Vaccinations change regularly and it is on you to ensure you have the correct information before boarding. We are proud to offer strict vaccination, disease, and illness policies which keep the risk as low as possible, this is just one of the ways we achieve this level of care.
What do you feed animals?
We have our preferred feed for cats and dogs. We feed our dogs the premium Royal Canin, while cats are predominantly fed Whiskas & Royal Canin.
Dogs or Cats choosing to be fed our supplied diet receive a discount of $4 per day of boarding.
Do you administer medication?
We are happy to administer medication/supplements to your pet during their stay, however, a surcharge may occur.
We do ask that medication comes in it’s original packaging with veterinary instructions. Your administering instructions must match the packet or an accompanying letter from the administering Vet will be required to confirm dosage and frequencies.
Please discuss medications when making your booking.
What happens if my pet needs veterinary attention?
Depending on the injury or illness will depend on our course of action. In the event of an emergency, your pet will be taken directly to the closest emergency hospital out of normal business hours and our consulting vet clinic during business hours. Once we have arrived one of our team will contact you or your nominated emergency contact.
If the injury or illness is not pressing the kennel team will administer first aid and contact yourself or your nominated emergency contact to inform and ask what you would like us to do moving forward.
In the event no one can be contacted, the kennel team will act as they deem in the best interest of your pet with no cap on expenditure.
My pet has recently had surgery or had an injury, can they still board?
This all depends on the nature of the treatment nor injury. Recent cruciate or ACL surgeries will not be allowed to board as we cannot guarantee not exacerbating the injury. In the event of your dog being ill or injured it is best to contact us immediately to see if we will still accept the animal to avoid disappointment.
Your administering vet does not have the right to deem whether or not we will or will not accept them.
Can I board for just one night?
Absolutely! However, there is a minimum of a 2-day charge.
Do you accept aggressive or anxious animals?
Hedgegrove is proud to have onsite experienced and qualified behaviour staff who assist the Hedgegrove team to address and care for dogs with specific behavioural needs. If you feel your dog may need specific behavioural care please contact us prior to boarding.
Can my animals share accommodation?
Yes we do allow some of our guests to share accommodation however there are some restrictions. Animals sharing accommodation must BOTH be neutered, of similar size (No Chihuahua’s sharing with Great Danes), and be of good nature. Animals presenting behavioural issues must be boarded separate for their own safety. Hedgegrove does reserve the right to separate should they deem it necessary.
How far ahead should I book?
During the high season – Christmas, Easter, School & Public Holidays, it is a good idea to book 3-6 months in advance for pet boarding to avoid disappointment. Our bookings during these times have a minimum booking requirement
- School Holidays minimum charge 3 days
- Long Weekend minimum board charge is 4 days
- Easter minimum charge is 5 days
- Christmas minimum charge is 8 days
All bookings placed will need a nonrefundable deposit placed at the time of booking to confirm and secure your pet’s stay with us.
Public Holiday surcharges apply.
Can I book a tour of the facilities?
We’re happy to give you a tour, however, to keep from disturbing the animals tours are by appointment only and only within opening hours. Please contact us to book an appointment. Please note that due to our high disease and illness policy you may not be able to proceed to where our current guests are staying. Tours are not held during high peak seasons.
Is there a refund policy?
Yes you can find our policies on refunds here.