Legal
Refund Policy.
How deposits, cancellations, no-shows and changes work for grooming appointments and boarding reservations.
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 a $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 a $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.
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.