1. Boarding Services
Age & Vaccination Requirements
- Cats must be over 4 weeks old for boarding
- All cats must be vaccinated for the entire boarding duration
- Vaccinations must be completed at least 7 days before check-in
- Kittens require at least one vaccination dose covering the stay period
- Unvaccinated cats require vet exemption letter
Health & Behavior
- Cats must be free from illness or injury at check-in
- Recovering cats require vet's note confirming boarding suitability
- Aggressive cats or cats in heat may have restricted activities
- Right to refuse entry for cats not meeting requirements
2. Grooming Services
- Full disclosure of health conditions required
- Severely matted coats may require shaving
- Right to refuse service for unmanageable cats
- No sedation used under any circumstances
- Full refund within 2 days if grooming cannot proceed due to defensive behavior
- Cancellation requires 1 day notice; late cancellation incurs RM20 fee
3. Medical Services (Neuter Surgery & Vaccination)
- Cats must be at least 4 months old for neuter surgery
- Pre-procedure health examination required
- Full disclosure of medical history and allergies mandatory
- Post-operative monitoring and Elizabethan collar required
- Owner responsible for 3-day wound monitoring
- Vaccination may be postponed if cat is unwell
4. Modifications, Cancellations & Refunds
Boarding
- Modifications: Free of charge, subject to cabin availability
- Cancellations: Full refund if made at least 7 days in advance
- Shortened stays: Non-refundable
- Extended stays: Contact us if cat is checked in; otherwise book online
Cataxi Services
- Cancellation 24+ hours before trip: Eligible for refund
- Cancellation less than 24 hours: Non-refundable
- Same-day changes: RM15 additional charge
- No-show after 15 minutes: Trip cancelled with one-way fee charged
5. Payments
- Full payment required to confirm booking
- Walk-in customers must pay immediately if slots available
- Additional charges (veterinary fees, optional services) borne by customer
- All treatment costs must be paid in full or reimbursed upon check-out
6. Abandoned Cats
- Cats not picked up within reasonable time considered abandoned
- Abandoned cats may be surrendered to authorities or rehomed
- Loss of ownership rights may apply
- Outstanding fees remain payable
7. Cataxi Services
- Owners not permitted to accompany rides
- Operating hours: 10:30 AM - 5:30 PM
- Early/late trips: RM15 additional charge
- Cats must be in secure carriers
- Assistance with carriers: RM15 additional charge
- Not responsible for incidents during transit (pee, poo, vomit)
- Do not feed cats within 2 hours before trip
8. Food & Accessories
- Provided: Leonardo Complete dry food & pinewood litter
- Special diets: Bring sufficient quantity, clearly labeled
- Wet food allowed but must supply full stay quantity
- No raw or home-cooked food accepted
- Personal items allowed but avoid fragile/high-value items
9. Reward System
- RM1 spent = 1 point
- 3,000 points = RM150 cash voucher
- Points only for Catswell product purchases
- Excludes veterinary claims and shopper claims
- Voucher valid for Catswell products only
- Non-transferable, non-exchangeable for cash
10. General Terms
- Check-in/out hours: 10:00 AM - 7:00 PM
- Staff are not veterinary professionals
- Cannot guarantee protection against unexpected illness/injury
- Consent given for use of cat's name and images in media/marketing
- Customer data protected under PDPA 2010
- Catswell reserves right to modify terms without prior notice
