A. Catswell Cat Care Terms & Conditions
Age Requirement
- We accept cats aged over 4 weeks for boarding.
Vaccination
- All cats staying at any Catswell facility must be vaccinated and covered for the entire duration of their booking.
- If a cat is unvaccinated or due for a booster, vaccination must be completed at least 7 days before check-in.
- Kittens over 4 weeks must have received at least one vaccination dose that covers the stay period.
- Adult cats must have completed the full vaccination course, with the last dose still valid during the stay.
- If your cat is not eligible for vaccination, a vet's letter stating the reason for exemption and confirmation that your cat is fit for boarding must be provided.
Health Condition
- Cats must be free from illness or injury at the time of check-in.
- If recovering from a condition within the last 30 days, a vet's note is required to confirm suitability for boarding.
Care Agreement
- Before check-in, you must agree to the Master Boarding Agreement and submit all relevant health, diet, and veterinary documentation.
Health & Behaviour Assessment
- A physical check will be conducted at check-in to ensure your cat meets all entry requirements.
- Cats in heat or those showing aggressive or protective behaviour towards our staff will not be allowed to join playtime sessions, and full body checks will not be performed. This is to ensure the safety and comfort of both your cat and our team.
Right to Refuse Entry
We reserve the right to refuse:
- Owners who fail to submit valid documentation.
- Cats that do not meet our boarding requirements.
- Cats that are overly aggressive and cannot be handled safely.
Veterinary Exemptions
In special cases, we may accept official veterinary notes overriding standard care requirements, such as:
- Cats not suitable for vaccination due to age or health conditions.
- Cats recently recovered from infectious illnesses (e.g. ringworm, bacterial/viral infections).
- Cats recently recovered from parasitic infections (e.g. fleas, mites).
- Cats with skin allergies to spot-on treatments.
Special Consideration – Kittens
- Kittens under 3 months are generally social and active but are prone to illness due to immature immune systems.
- We strongly recommend kittens complete their full vaccination schedule:
- 4 weeks
- 8 weeks
- 12 weeks
- If not fully vaccinated, a vet's note is required. Caregivers may advise the kitten to remain inside its cabin for safety.
Special Consideration – Senior Cats
- Senior cats are defined as over 12 years old.
- If not vaccinated due to veterinary advice, a written letter from the vet must confirm the cat is suitable for boarding.
✧ Service Terms & Conditions ✧
Disclosure
- Catswell staff are not veterinary professionals. We are not qualified to interpret test results, diagnose illness, or make medical assumptions without written confirmation from a licensed veterinarian.
Rejection at Check-In
- Cats will only be admitted once it is confirmed they meet all requirements.
Check-In & Check-Out
- Check-in hours: 10:00 AM – 7:00 PM
- Check-out hours: 10:00 AM – 7:00 PM
Risk Acceptance
- You acknowledge that bacteria, viruses, fungi, flea and parasites may not show symptoms immediately.
- We cannot guarantee full protection against unexpected illness, injury, or death.
- By using our services, you agree to release Catswell and its staff from any liability or claims related to your cat's care and safety.
Food
- We provide Leonardo Complete dry food.
- If your cat requires a special diet or has food allergies, please bring a sufficient quantity, clearly labelled.
- Wet food (cans/pouches) is allowed, but must be supplied in full for the stay.
- Dry food should be stored in airtight containers.
- Raw or home-cooked food is not accepted.
Litter
- We provide pinewood litter.
- If your cat is accustomed to a different type or has allergies, please bring your own and label clearly.
Accessories
- You may bring your cat's bed, toys, treats, and food bowl.
- Items that are excessively dirty or smelly will be discarded.
- Please avoid bringing fragile or high-value items.
- Label all belongings clearly to avoid misplacement.
- A secure carrier is highly recommended; it may be left with us for labelling.
Illness During Stay
- If your cat becomes sick, injured, or unwell during their stay, they will be isolated for treatment.
- If contagious, your cat must be picked up or relocated.
Medical Treatment
In the event of a medical emergency, you may choose:
- Treat the cat at all costs
- Treat within a specific budget
- Decline treatment
All treatment costs must be paid in full or reimbursed upon check-out.
Modifications, Cancellations & Refunds
Need to cancel or change a booking? Contact us at least 7 days in advance.
- Modifications: Free of charge, subject to cabin availability.
- Cancellations: Full refund within 7 days.
- Shortening stays: No refund available.
- Extending stays: Contact us if your cat is already checked in, or book online if not yet checked in.
Payment
- Full payment is required for slot booking confirmation or upon walk in if slot available.
- Any additional charges, including veterinary fees or optional services, will be fully borne by you.
Abandoned Cats
If your cat is not picked up within a reasonable time frame, it will be considered abandoned and may:
- Be surrendered to authorities or rehomed.
- Result in loss of ownership rights.
- Catswell will no longer be responsible, but outstanding fees must still be paid.
Others
- By using our services, you consent to Catswell using your cat's name and images in any media, marketing, advertising, or promotional material.
B. Catswell Grooming Terms & Conditions
This form serves as a formal agreement between Catswell (hereinafter referred to as "We") and the Cat Owner (hereinafter referred to as "You") for grooming services provided to your cat. Please read and understand all sections before signing.
Health Information
- You are required to disclose any known health conditions, including allergies, skin issues, chronic illnesses, or behavioral concerns.
- We are not responsible for pre-existing conditions that are discovered during the grooming process.
- In the event of a medical emergency, you authorize us to seek veterinary assistance at your own expense. We will attempt to contact you beforehand if circumstances allow.
Coat Condition
- If your cat's coat is severely matted, you understand that shaving may be necessary.
- You acknowledge that there is a risk of cuts or abrasions due to the matting being close to the skin.
- Grooming may also reveal hidden skin issues, such as infections, wounds, or inflammation that were previously covered by matted fur.
Behavior & Handling Aids
- We reserve the right to refuse or discontinue grooming if your cat becomes unmanageable or poses a risk to itself or the groomer.
- If necessary, we may use support tools such as soft cones or safety gear for everyone's protection.
- Sedation will not be used under any circumstances.
Safety & Risks
- You understand that despite all safety precautions, minor injuries, skin irritation, or stress-related reactions may occur, especially in cases of matted fur, aggressive behavior, or underlying health conditions.
- We are not liable for any sudden injury, illness, or death, or for loss or theft of your cat while in our care due to unforeseen circumstances.
- Any personal belongings left with your cat are at your own risk. We will not be held responsible for damage or loss of such items.
- Full refund will be made in 2 days if we can't proceed with grooming due cat defensive.
- By using our services, you agree to release Catswell and its staff from any liability or claims related to your cat's care and safety.
Payment
- Full payment is required for slot booking confirmation or upon walk in if slot available.
- Any additional charges, including veterinary fees or optional services, will be fully borne by you.
- Please notify us of any cancellation at least 1 day prior to your scheduled appointment. Failure to do so will result in deduction of RM20 from your full payment.
C. Catswell Cat Neuter Surgery & Vaccination Consent Form
Registration & Initial Examination
- All cats scheduled for surgery and/or vaccination must first undergo a health examination to ensure they are suitable for the procedure.
- Owners are required to inform Catswell if the cat has any medical history, drug allergies, or is currently on any medication.
- Cats must be at least 4 months old and in good physical and mental health before being approved for neuter surgery and vaccination.
Neuter (Spay/Castration) Procedure Information
- All procedures are performed by a certified veterinary surgeon under standard hygiene and safety protocols.
- Sedatives and general anesthesia will be administered. Risks such as reactions to anesthesia, bleeding, or other complications are low but possible.
- Cats will be monitored post-surgery until they are stable before being discharged.
- An Elizabethan collar (cone) must be worn to prevent the cat from licking the wound.
- The owner is responsible for monitoring the wound for 3 days and must return the cat to Catswell immediately if there are signs of infection, swelling, or bleeding.
Vaccination Procedure Information
- Vaccines will be administered based on the cat's age and current vaccination status.
- Common reactions include mild swelling at the injection site, slight fever, or lethargy for 1–2 days.
- Serious complications are very rare but may include allergic reactions (anaphylaxis).
- Vaccination will not be given if the cat is unwell on the day of the procedure.
- The owner agrees to monitor the cat after vaccination and return to Catswell if any unusual reactions occur within 3 days.
Risks & Responsibilities
- Catswell is not responsible for any complications or death due to hidden health conditions, reactions to medications/vaccines, or failure to follow post-procedure care instructions.
- Any follow-up treatment due to complications is the owner's responsibility.
Payment
- Full payment is required for slot booking confirmation or upon walk in if slot available.
- Any additional costs such as extra medications, special sutures, or follow-up treatments will be charged separately.
D. Reward System
Eligibility
- Reward points are calculated based on the customer's accumulated purchases at Catswell. Every RM1 spent equals 1 point.
- Once the total accumulated points reach 3,000 points, the customer is entitled to receive one (1) RM150 cash voucher.
- Only purchases of Catswell products are eligible for points accumulation.
- The following purchases are not eligible for point accumulation:
- Veterinary claim bills (vet claims)
- Shopper claims
- Or any other claims unrelated to Catswell products or services.
- This voucher is valid for redemption towards Catswell product purchases only.
Ineligible Transactions
This voucher is not valid for:
- Veterinary visits (vet visits)
- Veterinary claims (vet claims)
- Shopper-related transactions or claims
Any attempt to use this voucher outside of qualifying Catswell product purchases will be considered invalid and may be cancelled by Catswell.
Voucher Validity
- This voucher has no expiry date and can be used at any time while the redemption system remains active.
- However, Catswell reserves the right to terminate this voucher program with prior notice if necessary.
Voucher Usage
- This voucher can only be used for future purchases of Catswell products at any Catswell branch or authorized platform.
- The voucher cannot be exchanged for cash, and cannot be combined with other promotions or vouchers, unless otherwise stated.
- If the purchase amount is less than the voucher value, the remaining balance will not be refunded.
- The voucher is non-transferable and can only be used by the original eligible recipient.
Usage Restrictions
This voucher is not valid for the purchase of:
- Promotional items
- Gift cards
- Prepaid products
- Any other items as determined by Catswell
Catswell reserves the right to cancel or reject any voucher in cases of fraud, misuse, or suspicious activity related to an account or transaction.
Cancellations and Returns
- If a qualifying purchase that earned this voucher is cancelled or refunded, the issued voucher will be automatically voided.
- If the voucher has already been used prior to a refund request, the RM150 value will be deducted from the refund amount.
Data and Privacy
- All customer information will be protected in accordance with the Personal Data Protection Act 2010 (PDPA).
- Customer data will not be shared, sold, or used by third parties without the customer's written consent.
- Catswell will use customer data solely for the management of the voucher program and official communications related to transactions.
General
- Catswell reserves the right to modify, add, or amend any of these terms and conditions without prior notice.
- By using this voucher, the customer is deemed to have read, understood, and agreed to all terms and conditions stated herein.
E. Cataxi Terms & Conditions
- Full payment is required for booking.
- Cat owners are not permitted to accompany the ride to any destination.
- Any trip request before first pickup or after last pickup time will be charged RM15.
- First pickup: 10.30am
- Last pickup: 5.30pm
- Request for same day trip or reschedule must be made 3 hours before the scheduled trip.
- Any last-minute booking request or changes will incur an additional charge of RM15.
- Cancellation made 24 hours before scheduled trip is eligible for refund.
- Any cancellation less than 24 hours is non-refundable.
- Please provide vaccine card grooming/boarding/vet visit.
- Request for additional pet carrier must be made during booking. Please specify quantity or carrier needed.
- Waiting time for cat taxi is 15 minutes only. If no response from owner:
- Trip will be cancelled.
- Cat will be send back to pick up point and a one-way fee will be charged.
- Please ensure all the cats are put in the carrier.
- Extra charges of RM15 for any assistance you may need to put the cat into the carrier, pickup more than 3 carries at high rise building (condo, apartments etc.).
- Trip will be cancelled if the cat is defensive and cannot be put into the carrier in any way possible, a one-way fee will be charged.
- We are not responsible for any incident (pee, poo, vomit, etc.) during trip. Please do not feed within 2 hours before.
- Cataxi is not responsible for any damage or loss during transfer.