Legal
Terms & Conditions.
The policies that apply to grooming appointments and boarding stays at XMMO. Please read them before booking.
A Legal Disclaimer
XMMO Cat Hotel & Spa (hereinafter “XMMO”) provides grooming, boarding, and related pet care services in accordance with industry standards and best practices. While every effort is made to ensure the safety, comfort, and wellbeing of all cats under our care, XMMO, its owners, employees, and representatives shall not be held liable for any loss, injury, illness, or death that may occur during or as a result of our services, including but not limited to incidents arising from underlying medical conditions, behavioral issues, stress-related responses, or natural causes.
All services are rendered at the sole risk of the pet owner. Clients are required to disclose any known medical or behavioral conditions of their cat(s) prior to service. XMMO reserves the right to refuse service or end a service early if we believe the cat poses a risk to itself, other animals, or our staff.
By using our services, you acknowledge that you have read, understood, and agreed to the full Terms and Conditions provided by XMMO. This disclaimer is subject to change without prior notice.
Terms & Conditions — Grooming Services
By scheduling a grooming appointment, you acknowledge and agree to the policies below. Our priority is to provide a safe, stress-free experience for every cat in our care.
Admission & Booking
When making a grooming booking, clients must complete the Assessment Form and sign these Grooming Terms before a booking is accepted and confirmed.
Late arrival
Clients arriving more than 20 minutes late may be asked to reschedule or charged a $20 late fee. Please inform us in advance if a different person will be collecting your cat — we will not release any cat to a person not on file.
Quality assurance
If you are dissatisfied with the grooming service, please notify us within 48 hours. We will review your concern and, where appropriate, schedule a complimentary follow-up appointment.
Matted Coat Policy
Mat removal approach
Severely matted coats pose risks to your cat’s health and comfort. In cases of extensive matting, our team may recommend a lion clip (shave). De-matting fees apply in addition to any shaving service.
Risks involved
Mat removal carries inherent risks including nicks, cuts, or abrasions — particularly where there are underlying skin conditions such as warts or moles. Moisture trapped within mats can also cause skin irritations or bacterial infections. XMMO will not be held responsible for any injury sustained while grooming a matted cat, including after-effects. Any veterinary bills resulting from grooming a matted coat are the owner’s responsibility.
After-effects
Following mat removal, your cat may experience temporary itchiness, redness, or self-inflicted irritation. Hair regrowth may vary depending on individual factors.
Owner responsibility
We strongly encourage grooming appointments every six weeks to prevent severe matting. It is the owner’s responsibility to maintain a regular grooming schedule and engage in at-home grooming. We will not continually de-mat cats — we want to work with responsible cat owners.
Health, medical, and skin conditions
Acceptance of grooming risks
Although accidents are rare, there is always some risk when grooming cats. Equipment can be sharp, and while we exercise extreme caution, incidents such as small cuts, nicks, scratches, or quicking of nails can occur — particularly if a cat is moving or attempting to jump. Any incident, no matter how minor, will be communicated to the owner. If necessary, XMMO will transport your cat to the nearest or nominated veterinarian. All resulting veterinary bills are the sole responsibility of the owner.
Medical emergencies & heart conditions
Some cats may have underlying conditions — including undiagnosed heart disease — that can result in sudden health emergencies. In the unfortunate event of a fatal health episode during grooming, XMMO will take all reasonable measures to provide emergency assistance. However, XMMO cannot be held liable for death or injury caused by natural causes, pre-existing conditions, or sudden complications beyond our control.
Shampoo & product allergies
XMMO uses hypoallergenic shampoos and conditioners suitable for sensitive skin. However, allergic reactions cannot be entirely ruled out. Clients must disclose any known allergies or sensitivities at the time of booking. While we take all necessary precautions, XMMO cannot be held liable for allergic reactions or adverse effects during or after the session. Any veterinary costs arising from product reactions are the client’s responsibility.
Ringworm & fungal skin infections — Fungal policy
Ringworm has a 1–3 week incubation period. Infected cats may show no symptoms while still being contagious. Please read this section carefully.
Ringworm (Dermatophytosis) is a highly contagious fungal infection. Because infected cats can be contagious before visible symptoms appear, no shared animal care environment can be guaranteed ringworm-free — regardless of hygiene standards.
XMMO takes the following precautions: all surfaces, enclosures, and grooming equipment are regularly disinfected using antifungal agents; grooming tools are sanitised between every client; all cats are visually assessed at drop-off; and any cat showing visible signs of ringworm will be refused entry until a veterinary clearance certificate is provided.
Client disclosure obligations
You must notify XMMO at or before drop-off if your cat has, within the past 3 months: been diagnosed with ringworm; been in contact with a ringworm-positive animal; or shown unexplained hair loss, scaly patches, or skin irritation. Failure to disclose a known or suspected ringworm risk may result in the client being held responsible for XMMO’s decontamination and treatment costs.
Limitation of liability
A ringworm diagnosis made after a visit to XMMO does not establish that transmission occurred at our facility — exposure may have taken place before, during, or after the period in our care. XMMO is not liable for post-visit ringworm diagnoses where the source of exposure cannot be established.
Grooming services are performed by trained staff using sanitised, cat-safe equipment. Ringworm is transmitted by fungal spore contact, not by grooming technique or products. A post-visit diagnosis does not constitute a failure of due care and skill and does not entitle the client to a refund of grooming fees or reimbursement of veterinary costs.
To the extent permitted by law, XMMO’s liability for any ringworm-related claim is limited to the total fees paid for the booking in question. Nothing in these Terms excludes any right or remedy the client holds under the Australian Consumer Law that cannot lawfully be excluded.
Aggressive & Difficult cats
Disclosure of behaviour
Owners must disclose any known aggressive tendencies when booking. A special handle fee applies to cats displaying aggression such as hissing, growling, scratching, or biting.
Handling procedures
Our staff will take appropriate measures to ensure the safety of both the cat and the groomer. This may include the use of muzzles or anti-bite collars where necessary. We do not scruff or apply any moderate to hard restraining method according to our Fear Free practice.
Charges & refusal of service
If grooming is halted due to aggression, 100% of the total service cost plus the special handle fee will be charged to cover the groomer’s time and resources. Where a cat poses an unreasonable risk to staff or other animals, XMMO reserves the right to stop service entirely.
Client cooperation
If grooming is stopped, the client will be promptly notified with the groomer’s observations. Please note that cats may behave differently at each visit — even through the same procedures — and we ask clients to accept our feedback in good faith.
Cancellations, Rescheduling, and 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 and any extra fee incurred on the day (i.e. late arrival fee, reschedule fee etc.).
Cancellation/Reschedule
Clients may wish to cancel or reschedule their appointments at least 24 hours before the scheduled grooming session without incurring additional charges. Cancellation/Reschedule made within 24 hours before the scheduled appointment will result in a reschedule or cancellation fee. Reschedule fee is $20. Cancellation fee is $30. This will be counted toward the initial deposit and roll over if the deposit is not enough, or the remaining will be refunded if the deposit exceeds the required fee.
No-Show Policy
Failure to show up for a scheduled appointment without prior notice (later than 45 mins will automatically be seen as a no-show) will incur a $50 no-show fee to be charged to clients against the deposit. If the deposit is higher we will refund the remaining amount that exceeds this fee. If the deposit is not enough the remaining balance will roll over to the next appointment. Clients with repeated no-show incidents (more than 2 times) might be withheld from future booking at XMMO unless all outstanding payments required are resolved and an acceptable explanation is provided.
Late Arrival/Late Pick Up
Clients arriving more than 20 minutes late may be charged $20 as a late fee or required to reschedule. 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. Cats picked up later than 2 hours after the text message from groomers has been sent to clients will be put into daycare and incur an additional charge of $15. Your cat will be provided with water and a snack while waiting for you to ensure some comfort.
Terms & Conditions — Boarding Services
Overview
These terms and conditions apply to all users of this website and boarding services provided by us.
Requirements
Indoor Cats
We only accept indoor desexed cats for boarding with us.
Flea Treatment
Topical spot-on flea treatment is compulsory at arrival.
Age
We accept cats aged above 8 weeks of age for boarding.
Vaccination
In accordance with the Australian Veterinary Association (AVA), all cats lodging at any XMMO Hotel must possess a valid F3 vaccination for the entire duration of their reservation.
Kittens above 8 weeks of age at admission must have received at least 1 vaccination shot covering the duration of stay.
Adult cats must have received the full course of vaccination shots, with the most recent vaccination covering the duration of stay, or have a valid titre antibody blood test result displaying sufficient antibodies of the F3 vaccine.
If your cat is ineligible for vaccination, a veterinarian’s note stating the reason for exclusion from the vaccination schedule must be submitted. It must certify your cat fit for boarding for the duration of your cat’s stay.
Sterilization
If your cat is above 8 months of age or displaying signs of sexual maturity (i.e. marking, spraying), it must be sterilized.
Parasite-Free
These include, but are not limited to fleas, ticks, ear and fur mites, ringworm, coccidia and giardia. We require your cats to have a pipette of spot-on parasite treatment applied at arrival when checking in. Accepted brands include Advocate, Broadline, Frontline, Revolution and Revolution Plus.
Health Status
Your cat should be free of illness and injury at the point of check-in. If your cat has recently recovered from illness and/or injury (i.e. within the past 30 days), you should obtain a written note from your preferred veterinarian to certify your cat is fit to board at XMMO.
Special Consideration
Acceptance of Veterinarian written note
In some cases, we may accept a written note issued by a Veterinarian, superseding our Boarding Requirements, thereby declaring the cat to be suitable to enter a shared cat boarding facility. These scenarios include:
- The cat being unsuitable to receive a vaccination or booster shot for health/age-related reasons
- The cat having just recovered from an illness, bacterial, viral or fungal infection (e.g. ringworm)
- The cat having just recovered from a parasite infestation (e.g. fleas, ticks, mites)
- The cat develops a skin allergy to topical spot-on preventives (e.g. Frontline, Revolution)
Special consideration for kittens
A kitten shall be defined as any cat below 12 months of age.
Kittens below the age of 4 months are often very active, happy to explore new environments and sociable! However, because of their young age, they are prone to falling ill more easily as compared to adult cats.
We always recommend that clients with kittens (defined as below 12 months of age) complete a full vaccination schedule prior to entering our facilities. This can be done at your local veterinarian when they are of:
- 8 weeks of age
- 12 weeks of age
- 16 weeks of age
If your kitten is unable to produce proof of completion of its vaccinations, your veterinarian must provide a written note stating that it is suitable for boarding despite the incomplete vaccination course. Our caretakers may advise that they are confined in their cabins for the duration of their stay for their own health and safety.
Special consideration for senior/geriatric cats
A senior cat shall be defined as any cat above 12 years of age.
Some senior or geriatric cats may have lived most of their lives indoors. At trips to the vet, your veterinarian may have recommended against vaccinating your senior cat.
For senior cats whose veterinarians do not recommend vaccination booster shots, we are happy to accept a written note declaring that your cat is suitable for boarding and compliant with our terms of stay.
General Terms and Conditions
Agreements
Owners guarantee the accuracy of all information provided in the boarding form. By signing this agreement, the owner agrees to all terms and conditions.
Disclosure of Information
XMMO and staff are not trained veterinary staff. You understand that we are not qualified to interpret medical test results, diagnose cats in our care, or make assumptions regarding their health status unless certified otherwise by a licensed veterinarian and/or as disclosed in writing.
Acceptance of Risk
You understand that bacteria, viruses, fungus including ringworm, and parasites can go undetected in cats that do not show signs of active infection or illness, and that it is impossible to rule out the possibility of your cat possessing allergies, underlying, chronic or long-term conditions that remain undiagnosed. While we do our best to ensure the utmost cleanliness of our facility, in engaging our services, you acknowledge that animals are unpredictable and that there is a possibility of death, injury, sickness, illness, or allergic reaction to the cat, or to another animal or person.
Therefore, in respect of the services we provide, you waive and release XMMO and its staff from any and all claims, actions, damages or liability for injury, death, sickness, illness, or allergic reaction suffered by the cat while in the care of XMMO or otherwise relating to the care, control, health and/or safety of the cat arising from pick up, transport, drop off and/or stay at or use of our facilities.
Medical Emergencies and Heart Conditions
XMMO Cat Grooming Salon and Boarding prioritises the health and well-being of all cats in our care. However, some cats may have underlying medical conditions, including undiagnosed heart disease, that can result in sudden health emergencies such as heart attacks.
In the unfortunate event that a cat suffers a fatal heart attack while boarding at XMMO, we will take all reasonable measures to provide emergency assistance. However, XMMO cannot be held liable for any death caused by natural causes, pre-existing medical conditions, or sudden health complications beyond our control.
By signing this agreement, the pet owner acknowledges and accepts that XMMO is not responsible for unforeseen medical emergencies, including fatal heart attacks, that may occur during the stay.
Illness During Boarding
If at any time your pet is found to be ridden with parasites, illness, injury or disease, it will be confined to its lodging premise for treatment. If the condition is determined to be infectious in nature, your pet will have to be relocated, or returned to the owner or the appointed agent.
Medical Treatment During Boarding
In the event that your pet should require medical treatment while in our care, we shall request that you allow our caretakers to a) save your pet at all costs, b) provide medical treatment within a specific budget, or c) not provide the pet with any medical attention.
All expenses incurred by your pet, including but not limited to transportation costs, grooming and veterinary bills must be paid in full or reimbursed at checkout. Service fees may also apply.
Payments
Full payment for the entire booking period is due at arrival when checking in.
Modification, Cancellation and Refunds
What if I need to amend or cancel my reservation?
Please contact our team for modifications or cancellations pertaining to your reservation. Modifications of your cat’s stay including extension can be made free of charge, subject to availability.
For cancellations in peak periods and holiday bookings, the amount paid as deposit is non-refundable.
We do not provide refunds for unstayed days within a reservation when customers shorten their stays.
Abandonment of Cat
The Hotel will attempt to contact the owner or the Responsible Party by telephone and/or in writing using the information provided with the following advice:
- If the pet is not picked up after 48 hours of the scheduled check out date, it will be deemed to be abandoned
- The pet may be surrendered to the relevant authorities or re-homed at XMMO’s discretion
- The owner may lose ownership of the pet
In this case, XMMO is released from further liability and responsibility for the pet, and the owner remains liable to XMMO for all unpaid charges.
Miscellaneous
The Owner agrees to allow XMMO to use the Pet’s name and any images or likeness of his or her pet taken while the pet is at the XMMO facility, in any form or format, for use, at any time, in any media, marketing, advertising, illustration, trade or promotional materials.