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Refund Policy

Refund Policy - Grooming Services

Cancellations/No-show Policy
Deposits:

  • A non-refundable deposit is required at the time of booking to secure your grooming appointment.

  • This deposit is applied towards the total cost of the grooming service.

Cancellations:

  • Clients may cancel or reschedule appointments up to 24 hours before the scheduled grooming session without incurring additional charges.

  • Cancellations made less than 24 hours before the scheduled appointment will result in forfeiture of the deposit.

No-Show Policy:

  • Failure to show up for a scheduled appointment without prior notice will result in the forfeiture of the deposit and $50 no-show fee will be charged to clients.

  • Clients with repeated no-show instances may be required to prepay for future appointments.

Late Arrival

  • Clients arriving more than 20 minutes late may be asked to reschedule or may be charged $20 late fee. Please inform us if a different person is picking up your cat when dropped off, as we will not hand any cat to a person we don’t know / we don’t have on file.

Quality Assurance:

  • If you are dissatisfied with the grooming service provided, please notify us within 48 hours of the appointment.

  • We will review the concerns and, if necessary, schedule a complimentary follow-up appointment to address any issues.

Refund Policy - Boarding Services

Please contact our team for any modifications or cancellations to your reservation. Modifications to your cat’s stay, including extensions, can be made free of charge, subject to availability.

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One-Time Change or Refund

  • All bookings are entitled to one (1) complimentary change or refund when notice is provided:

    • Non-Peak Season: Minimum 48 hours’ notice before check-in.

    • Christmas Peak Season (December & January): Minimum 7 days’ notice before check-in.

Refunds

  • A $20 administration fee will be deducted from the refund to cover processing costs.

After the One-Time Change

  • The booking becomes non-refundable.

  • Further changes can only be made to extend the booking or move the booking to different dates.

  • Shortening the booking after the one-time change is not permitted.

Additional Terms

  • Peak season includes all dates from 1 December to 31 January.

  • For peak period and holiday bookings, the amount paid as a deposit is non-refundable.

  • We do not provide refunds for unstayed days within a reservation if customers shorten their stay.

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