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