Stay & Grooming Terms

Booking and deposits

• At check-in, you'll sign a short boarding form confirming your cat's health details and these requirements.
• All stays are by appointment, booked through WhatsApp.
• We confirm every booking on WhatsApp after reviewing your cat's details. If we feel we can't care for your cat safely, we'll tell you honestly before any deposit is paid.
• Your room is reserved only once we receive a 50% deposit, and the balance is paid at check-in. Pay by DuitNow or bank transfer. We share payment details on WhatsApp only, never anywhere else.
• Prices on our website are estimates. We confirm your final price on WhatsApp before you pay.
• Long-stay rates apply to stays of 7, 14 and 30 nights or more, and not in festive months.

Cancellations

• Den, Chamber and Loft: cancel at least 7 days before check-in for a full refund of your deposit. If you cancel within 7 days of check-in, the deposit is forfeited.
• VIP Suite: no cancellations. The deposit is forfeited.
• Festive months (December, the Chinese New Year month and the Raya month): no cancellations for any room. The deposit is forfeited.

Check-in and check-out

Weekdays (Monday, Wednesday to Friday)	10am to 3pm
Weekends (Saturday and Sunday)	10:30am to 3pm
Tuesday	Closed
Late check-out, 3pm to 5pm (last arrival 4:30pm)	RM30
After 5pm	Next-day check-out, charged as an extra night

• No check-ins after 3pm.
• We can't release cats after 5pm. Please collect your cat the next day; the extra night is charged at your room's rate.
• Your cat must be in a secure carrier at check-in and check-out, every time.
• Someone else dropping off or collecting? Tell us their name and number in advance. We release cats only to you or the person you name, and may ask for ID.

Health requirements

Vaccinations

• Vaccinations must be up to date, with proof from the last 12 months. Please bring the vaccination card at check-in.
• Kittens under 6 months must have a valid vaccination given within the past month, and at least 7 days before check-in.

General health

• Your cat must be in good health: no flu, fungus, open wounds or contagious illness.
• By booking, you confirm your cat has no known or suspected FIP, FIV, FeLV or FPV (feline panleukopenia). These are serious diseases that can spread between cats. If your cat has ever tested positive, been diagnosed, shown long-lasting symptoms such as weight loss, fever or repeated infections, or recently been around a sick cat, please tell us before booking.
• Tell us about every health condition: past, present or suspected. For example: skin problems, sneezing or eye discharge, vomiting or diarrhoea, poor appetite, heart, kidney or thyroid conditions, seizures, recent surgery, or biting when stressed.
• Does your cat have a medical condition? Please chat with us before booking. We'll let you know honestly whether we can look after your cat well; acceptance is at our discretion.
• Good to know: some breeds, like British Shorthairs and Ragdolls, can carry heart conditions that show no signs. If your cat is a senior, or your vet has ever mentioned a heart murmur, just let us know so we can take extra care.

Fleas, ticks and fungus

• We need proof of flea or tick prevention applied within the last 30 days, using a vet-approved product only. Unregistered or unapproved products aren't accepted.
• If it's older than 30 days, you can apply it in front of us at check-in, or get it from us (RM30).
• Tell us in advance if your cat has fleas, ticks, ear mites or fungus (including ringworm), so we can advise on treatment before the stay. Your cat must be completely free of fleas, ticks and fungus by check-in.

Physical check at check-in

• We do a physical check of every cat at check-in.
• If we find fleas, ticks or fungus you didn't tell us about, the stay is declined on the spot. If we find any other condition that wasn't shared with us, we may also decline the stay.
• Stays declined at check-in are not refunded; the deposit is forfeited.

Un-neutered and un-spayed cats

• We may need a monitoring period for spraying, territorial or heat behaviour, to keep your cat and others comfortable.
• A cleaning fee of RM15 applies per spraying incident.

What to bring

• Your cat's own food for the whole stay, labelled. We don't provide food. Please don't change or introduce a new diet just before or during the stay; sudden changes can upset sensitive tummies.
• Any medication your cat needs, with clear instructions (once we've confirmed we can accept your cat's condition).
• A favourite toy, blanket or clean shirt of yours for comfort while you're away. Please label personal items.

During the stay

• Every cat gets one-to-one playtime, usually 30 minutes a day, if they want to play. Cats are never mixed with other cats.
• You'll get video updates on WhatsApp every day.
• We can give medication by mouth or on the skin, as you instruct, if your cat allows it. We never force it, and we'll keep you informed. We don't give injections. A medication fee applies; we confirm it on WhatsApp.
• If you bring wet food, we serve it once a day only. For hygiene, we don't split packs or keep opened food for the next day, so please bring smaller packs for small eaters.
• For stays over 30 days, we re-apply flea prevention when it's due (RM30).
• Rooms are cleaned and sanitised daily.

Emergencies and vet care

• If your cat becomes unwell, we'll contact you first.
• By booking, you give your consent for us to take your cat to a veterinary clinic we work with if it's urgent and we can't reach you or your emergency contact, and for your cat to receive the care the vet advises.
• You're responsible for all vet costs, including transport, and we'll share receipts with you.
• Please give us an emergency contact person when you book. If we can't reach you, they may make care decisions for your cat.

Uncollected cats

• If your cat isn't collected on the check-out date, each additional day is charged at your room's nightly rate.
• If we can't reach you or your emergency contact for 7 days after check-out, we may hand your cat over to an animal welfare organisation or the relevant authorities, or put your cat up for adoption, and recover the costs owed.

Before your appointment

• Before we start, you'll sign a short grooming form confirming your cat's health details and these requirements.
• Strictly healthy, vaccinated cats only. We don't groom cats with medical conditions, open wounds or out-of-date vaccinations.
• After a vaccination, wait 7 to 14 days before grooming so your cat can recover.
• Signs of flu, diarrhoea, lethargy or unusual behaviour before the day? Tell us and we'll reschedule.
• Tell us in advance about fleas, ticks, fungus, heavy matting, or nervous or aggressive behaviour, so we can prepare the right treatment, tools and time.
• If we find fleas, ticks or fungus on the day that weren't shared with us, the appointment will be declined.
• Good to know: some breeds, like British Shorthairs and Ragdolls, can carry heart conditions that show no signs. If your cat is a senior, or your vet has ever mentioned a heart murmur, just let us know so we can take extra care.

On the day

• Avoid feeding your cat for 1 to 2 hours before the session, and let them use the litter box before coming. This helps reduce anxiety.
• Bring your cat in a secure carrier.
• Please arrive on time. If you're more than 30 minutes late, your appointment will be rescheduled so other cats aren't kept waiting.

Your cat's wellbeing comes first

• We never force a groom. If your cat becomes too stressed, we stop and advise you to try another day. You only pay for work already done; if no work was done, there's no charge.
• Removing heavy matting can reveal existing skin problems or cause mild redness. We take great care, but these can't always be avoided.
• Any extra charges for weight, matting, shaving or extra effort follow our price list. We never charge more than what's listed.
• We don't offer lion cuts or teddy cuts.

Festive season

• Grooming appointments in the weeks before Chinese New Year need a deposit of RM50 per cat to secure the slot. It's deducted from your bill on the day. If you don't show up or cancel late, the deposit is forfeited.
• Outside the festive season, no deposit is needed.

Photos and videos

• We film your cat for your daily updates.
• We may share photos or videos of your cat on our social media, mainly Instagram. If your face appears in them, we'll ask your permission first.
• Prefer we don't post your cat? Just tell us, any time.

Our promise of care

• We look after every cat as if they were our own: gentle handling, close daily observation, and updates you can see for yourself.
• Just like us, cats can sometimes feel unsettled in a new place, or show signs of a health condition no one knew about before. If that happens, we'll tell you right away and work with you and your vet. We're a cat hotel and groomer, not a vet clinic, so any medical care is given by a vet. While we can't be responsible for pre-existing or unknown conditions, we'll always act quickly and with care.
• These terms work alongside your rights under Malaysian consumer law.

Changes and contact

• We may update these terms from time to time. The version on this page when you book applies to your booking.
• Questions? WhatsApp us at +60 11-3652 9590.