Terms & Conditions
These terms apply to Dog Hotel by Woofland and form part of Woofland's service terms. By requesting, booking or using our services, you confirm that you have read and accepted these terms.
1. Assessment, acceptance and suitability
New dogs may be required to complete an assessment, trial or behavioural review before a hotel stay is accepted. An assessment is preliminary and does not guarantee ongoing acceptance, a particular room, group access or any specific outcome. Woofland may refuse, suspend or end a booking where health, behaviour, safety, welfare, staffing or operational concerns make this appropriate.
2. Owner information and disclosure
You must provide accurate and current information about your dog's health, vaccination status, medication, allergies, diet, behaviour, aggression history, anxiety, resource guarding, escape behaviour, reactivity, parasites and any infectious or suspected infectious condition. Material non-disclosure may result in refusal or termination of services and you may be responsible for resulting costs or losses.
3. Vaccination and health
Dogs must be fully vaccinated, including kennel cough vaccination, and vaccination records must be current. You are responsible for supplying evidence when requested and for keeping records up to date. Woofland may refuse entry or require collection if vaccination records are unavailable, incomplete or expired.
Medication must be clearly labelled with the dog's name, dosage and instructions. Woofland will make reasonable efforts to follow medication instructions where it is safe and practical to do so.
4. Accommodation and daily care
Room allocation, group access, supervision and daily routine are determined according to each dog's needs and may change during a stay. Woofland may move a dog to another accommodation type, restrict activities or increase rest where this supports safety, health or wellbeing.
Daycare is included during hotel stays, but activity level is not guaranteed and may be reduced where appropriate. In the Pack Lounge, a caregiver sleeps in the bedroom with the dogs overnight. Paw Pods and the Alpha Suite provide private sleeping arrangements with onsite care.
5. Food, hygiene and grooming
You must provide enough food for the stay unless another arrangement has been agreed. Special diets should be prepared, portioned and labelled before check-in where practical. Dogs must arrive clean and free from unmanaged diarrhoea, visible parasites or known infectious risks.
If additional cleaning, grooming, parasite treatment or hygiene management becomes reasonably necessary, Woofland may arrange it and charge the associated cost.
6. Behaviour and safety
Dog care includes unavoidable risks such as interaction with other dogs, minor injuries, bites, scratches, stress, illness, escape attempts and ingestion of unsuitable items. Woofland takes reasonable precautions but cannot remove every inherent risk. If a dog presents a safety or welfare concern, Woofland may separate the dog, alter the care plan, restrict activities, move accommodation or require collection.
7. Veterinary care and emergencies
If your dog needs urgent veterinary attention and you cannot be reached, you authorise Woofland to act in the dog's best interests, including arranging veterinary treatment, transport, isolation or other reasonable care. Veterinary, medication, transport and related costs are payable by the owner.
8. Transport, walks and activities
Transport, Farm Adventure, walks, excursions and similar activities are subject to suitability, availability and operational conditions. By requesting them, you accept the ordinary risks associated with travel, outdoor environments and off-site activity.
9. Check-in, check-out and uncollected dogs
Check-in and check-out must occur at the agreed times. Additional charges may apply to unagreed early arrivals, late collections or extended care. If a dog is not collected and the owner cannot be contacted, Woofland may continue care or make other reasonable welfare arrangements, with resulting costs payable by the owner.
10. Fees, cancellations and refunds
Fees are payable in advance or as otherwise agreed. For hotel and boarding bookings, cancellations made between 7 and 2 days before check-in incur a 50% cancellation fee. Cancellations within 2 days of check-in, no-shows or failure to attend are charged in full. Once a stay has started, early collection or a shortened stay does not create a refund, credit or price adjustment.
11. Discounts and estimates
Prices shown by the website calculator are indicative until the booking is confirmed. Discounts, promotions and special rates may be subject to eligibility and availability. Unless specifically stated otherwise, discounts are not cumulative and Woofland may apply the highest eligible discount.
12. Personal belongings
Reasonable care is taken with beds, leads, toys, clothing, food containers and other belongings, but Woofland is not responsible for ordinary wear, damage or loss unless liability cannot lawfully be excluded.
13. Photos and media
Woofland may photograph or film dogs for operational, social media and marketing purposes. If you do not consent to media use of your dog, notify Woofland in writing before the first visit or update your preferences with the team.
14. Customer portal
The customer portal is provided through a third-party technology provider. You are responsible for keeping account information accurate and login details secure. Platform availability is not guaranteed. Woofland remains responsible for the dog-care services it provides, while the platform provider is responsible for its own infrastructure and security.
15. Liability, owner responsibility and indemnity
To the fullest extent permitted by New Zealand law, you accept the inherent risks of dog care and are responsible for loss, damage, veterinary expense or third-party claims caused by your dog or by inaccurate or withheld information. Nothing in these terms excludes rights that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable law.
16. Privacy and communications
Personal information is handled in accordance with our Privacy Policy and the Privacy Act 2020. By submitting a website form, you consent to service communications and, where stated on the form, inclusion on Woofland's contact list. Marketing communications can be unsubscribed from at any time.
17. Events outside our control
Woofland is not responsible for delay or inability to provide a service caused by circumstances reasonably outside its control, including extreme weather, natural disasters, road closures, power outages, biosecurity events, public-health events or government action.
18. Changes, severability and governing law
Woofland may update these terms from time to time. The version published on doghotel.co.nz at the time of booking applies to that booking unless otherwise agreed. If part of these terms is unenforceable, the remaining provisions continue to apply. These terms are governed by New Zealand law, and disputes should first be raised directly with Woofland so a practical resolution can be attempted.
19. Contact
Questions about these terms can be sent to [email protected] or discussed by calling 0800 147 369.