Terms & Conditions of Boarding & Visiting

 

PICK-UP & DROP-OFF TIMES:  Pick-up / drop-off of your pet MUST be made during our standard office hours unless prior arrangements have been made. - We are generally quite flexible with pick-up and drop off times outside of our standard hours during weekdays, however because we have young children, we do require a minimum of 36 hours notice if you need to make such arrangements.  Unscheduled Pick-up or Drop-off outside of our standard opening hours will incur a surcharge / penalty charge (see below).  Please also note that we may not be open during our standard opening hours if we do not have any SCHEDULED pick-ups or drop offs for either the morning or evening hours.  Therefore, if you decide you wish to pick up or drop off your cat during a different time slot other than that originally booked, you will need to let us know AT LEAST 36 hours in advance.  (PLEASE NOTE:  Whilst we have in the past been flexible around opening hours at the weekends, due to family commitments, we now have surcharges for pick ups and drop offs outside our normal weekend opening hours. - All surcharges will go to our children (as it is primarily they who are affected by such disruptions). - If you do wish to pick up or drop off outside of normal opening hours on a weekend, we will try our best to accommodate this but in some circumstances we may not be able to do so at all).

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Our opening times for drop-off & pick-up are STRICTLY as follows by arrangement (unless we have made prior agreement with you for pickup or drop-off outside these hours):
 

Monday to Friday:

9.00am - 10.30am

4.30pm - 6.00pm​

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Saturday:

CLOSED

 

Sunday:

4.30pm - 6.00pm

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Public Holidays 2023

 

We are only open for pick-ups and drop-offs between 4.30pm and 6.30pm on the following public holidays:

- Auckland Anniversary Day (Monday 30th January)

- Waitangi Day (Monday 6th February) 

- Good Friday (Friday 7th April)

- Easter Monday (Monday 10th April)

- Anzac Day (Tuesday 25th April)

- King’s Birthday (Monday 5th June)

- Labour Day (Monday 23rd October)

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PLEASE NOTE that we will be closed ALL DAY Saturday AND Sunday on weekends where there is a Monday-ised public holiday.

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Christmas / New Year 2023 / 2024

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- Thurs 21st December - OPEN ALL DAY (allocated time slots)

- Fri 22nd December - OPEN ALL DAY (allocated time slots)

- Sat 23rd December - CLOSED

- Sun 24th December - CLOSED

- Mon 25th December - CLOSED

- Tues 26th December - CLOSED

- Weds 27th December - OPEN ALL DAY (allocated time slots)

- Thurs 28th December - OPEN ALL DAY (allocated time slots)

- Fri 29th December - CLOSED

- Sat 30th December - CLOSED

- Sun 31st December - CLOSED

- Mon 1st January - CLOSED

- Tues 2nd January - CLOSED

- Weds 3rd January - OPEN ALL DAY (allocated time slots)

- Thurs 4th January - Normal Opening Hours

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​SURCHARGES & PENALTY CHARGES: The following charges will be applied for all pickups and drop-offs outside our normal opening hours:
- Saturday AM (if arranged in advance): Surcharge of $25 per cat
- Saturday PM (if arranged in advance): Surcharge of $35 per cat
- Sunday AM (if arranged in advance): Surcharge of $50 per cat
- Outside of normal hours without prior arrangement: Penalty Charge of $50 per cat ($100 per cat on public holidays or Sunday mornings)

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​COVID-19 INFORMATION:  There is no penalty for cancellations made for bookings scheduled during a COVID lockdown situation where travel is not possible, however due to the ongoing nature of COVID we are no longer able to routinely allow customers access to the cattery beyond the reception area.

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NEW CUSTOMERS:  If you wish to make a booking in the communal area but have not stayed with us before, you MUST call us to discuss your pet's suitability for boarding.  We WILL NOT accept any online booking requests from new customers until we have had a phone conversation.  We also will not accept bookings for peak periods (Christmas, New Year, Easter) in the communal area if your cat has not already previously stayed with us. - We offer customers the option of a minimum 3-day pre-Christmas trial to assess a cat's suitability for boarding over this busy period, however Pre-Christmas trials must be completed by the end of August each year.  Absolutely NO exceptions will be made to this.  If boarding in a private suite, pre-Christmas trials are not necessary.  If you make an online booking request, we will attempt to call you, but if we are unable to make contact with you after 2 attempts, your booking will be automatically cancelled and you will receive an automatic email advising you of this.

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SPECIFIC BREEDS:  Due to their temperament, and our experience with Burmese and Oriental breeds (e.g Siamese & Tonkinese), we will no longer accept them for bookings in the communal area. - We have found that 99% of all such breeds do not adapt well to a communal environment and make it very disruptive for our other guests.  We will only accommodate such breeds in a private suite. NO exceptions.

 

VISITING YOUR CAT WHILST BOARDING:  Whilst we no longer allow routine public access to the main cattery area due to health and safety reasons, we are happy to negotiate visiting for customers whose cats are staying for an extended period.  If you wish to visit your cat whilst boarding, we do require AT LEAST 48 hours notice as we will need to plan for somebody being present during the visit in order to ensure the safety of our other guests.  Please note that visits must be during standard opening hours unless by prior arrangement and it may not be possible to visit during busy periods (e.g Christmas) and visits are limited to a maximum of 20 MINUTES per visit.

VACCINATIONS:  All cats staying with us must be de-sexed and have an up to date vaccination.  There is some debate about whether cats require vaccinations either yearly or 3-yearly. - International guidelines, as well as vaccination manufacturer guidelines generally advise that 3 yearly is sufficient for cats simply living at home without much contact with other animals, but that where a cat is in contact with other animals (such as a cattery environment), vaccination boosters should occur every 12 months.  Therefore, in order to ensure the health and well-being of all of our guests, your pet must have a qualified veterinary approved vaccination for Feline Panleukopenia (enteritis), Calcivirus and Rhinotracheitis (herpes) which has been administered within the past 12 months and is current for the total period of their stay.  Proof of vaccination MUST be presented at the time of check-in for all new customers who have not previously boarded with us and for those cats who have had a booster vaccine since their previous stay. - PETS WILL NOT BE ACCEPTED FOR BOARDING WITHOUT EVIDENCE OF VACCINATION IN THE PREVIOUS 12 MONTHS

FLEA & WORM TREATMENTS:  Your pet should also have up-to date flea and worm treatments prior to arrival.  If your pet requires these to be done, we can administer flea treatment (Advantage / Bravecto +) and / or worm treatment (Drontal) for an additional charge.

VETINARY ATTENTION:  Should your pet require veterinary attention during their stay, we will make every endeavour to first contact the owner or emergency contact to advise of this.  Where we are unable to contact the owner and your pet requires urgent veterinary attention, this will be arranged at your expense.

LIABILITY:  We cannot accept responsibility for loss or illness to your pet for any reason whatsoever.  We also cannot accept liability for loss or damage to any items of bedding, toys, utensils or food etc which customers bring to the cattery with their pets.  We especially do not recommend bringing your own pets bedding if staying in the communal area, as in most cases your cat will not use them, and will end up being used and / or soiled by another cat.  Any items you bring with your pet MUST be clearly labelled with your pet's name.

 

ABANDONMENT:  Unfortunately, due to a case of 2 cats being purposefully abandoned by their owner whilst in our care, we have reluctantly had to introduce the following "abandonment" policy:  Where a cat has been left in our care and their accommodation not paid for after a period of 14 DAYS, and we have been unable to contact the owner, we will consider the cat to be "abandoned".  In such a situation, we reserve the right to make alternative arrangements for the cat, either through re-homing, or if unsuccessful, through euthanasia.  All outstanding payments will be referred to a debt collection agency for recovery and / or legal action taken against the owner.  The owner will be liable for all costs associated with the continuing care, re-homing, or other costs incurred as a result of other arrangements being made, as well as any additional debt recovery costs and legal fees that may be incurred by us.

DAILY RATES:  The full daily rate will be charged for arrival day and departure day regardless of the time of pickup or drop-off.

 

WEEKEND RATES:  There is a 3-day minimum charge for weekends.

LONG STAY DISCOUNTS:  If your pet is boarding with us for longer than 3 months, please contact us and we will work out a price for you.  We are unable to offer any discounts from the start of the Christmas holiday period through until Waitangi Day each year.

PEAK PERIODS:  Because we want to provide the best quality care for our guests, we have now reduced the limit on the number of cats boarding with us at any one time. - This ensures that your pet has the best possible experience with us during their stay.  However, unfortunately, during peak periods, we receive approximately 4 times the number of booking requests than we feel comfortable accommodating.  This, in addition to the fact that particularly Christmas, New Year and Easter include several public holidays, means that we have a minimum charge policy during these times:

-  Christmas / New Year:  Due to high demand, there is a minimum 14 day booking charge for all Christmas and New Year bookings for both private suites and communal accommodation.  Deposits are required for all Christmas / New Year bookings (please see information on DEPOSITS below). Additionally, we will not accept bookings for new cats over this period unless they have previously stayed with us. - We offer customers the option of a minimum 3-day pre-Christmas trial to assess a cat's suitability for boarding over this busy period. Pre-Christmas trials must be completed by the end of September each year.

-  Easter:  For Private Suites only, there is a minimum charge of $200 for boarding over the Easter Holiday Weekend.

-  Other Public Holiday Weekends:  For Private Suites only, there is a minimum charge of $125 for all other weekends with a public holiday either on a Friday or Monday.

-  PLEASE NOTE:  During peak periods, we will not accept for boarding in the communal area, kittens under 6 months old or cats that have not stayed with us previously, and some other specific breeds.

SPECIAL DIETARY REQUIREMENTS:  Special diets can only be administered if your pet is boarding in a private suite.

      - WET FOOD:  We are only able to administer special diets (including wet food) if your pet is accommodated in a Private Suite.  We will not serve wet food during summer months (December - February) due to higher temperatures making the food go rancid quickly and attracting flies.

      - RAW FOOD:  We will NOT serve raw food (e.g Jimbos). - If your cat requires such food, we recommend you look for alternative accommodation.

DEPOSITS:  Due to high demand, deposits are required for all Christmas & New Year bookings:  For "Communal" bookings over this period, a non-refundable deposit of $100 or 50% of the total amount (whichever is greater) is required by the 31st October each year.  Due to extremely high demand, "Private Suite" bookings for the Christmas / New Year period must be paid for IN FULL within 10 working days of the booking being made. - Refunds on private suite bookings will only be given in full if cancelled before the 31st October.  A 50% refund will be made for cancellations for private suites during the holiday period if cancelled between 4-8 weeks prior to boarding.  No refunds will be made for cancellations for private suite bookings over the holiday period if cancelled less than 4 weeks prior to boarding. (This may seem harsh, but there is HUGE demand for our private suites over the holiday period, and we have had far too many customers making short-notice cancellations for private suite holiday period bookings over the years, which has meant some of our loyal customers have missed out and had to make alternative arrangements).  We will send email reminders for deposit payments around the middle of October.  If we have not received your deposit within 10 working days of the reminder being sent, your booking will be made available to the next customer on our waiting list.

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REFUSAL OF BOOKING:  We reserve the right to refuse a booking if we consider your pet unsuitable for boarding or if your pet has a history of being aggressive to other cats or staff.  We may also refuse a booking to any customer with a history of cancelling bookings at short notice, particularly during our busy holiday periods, or with a history of late payment.

PAYMENT:  Payment MUST be made in full prior to, or at the time of collecting your pet.  New customers are required to pay IN FULL at the time of drop-off of their cat.  Payment can be made either via EFTPOS or Credit Card at the time of drop-off or pickup or by bank transfer prior to pickup (however, please note that Credit Card payments will incur a 3% transaction fee).  We no longer accept cheque payments due to additional processing costs.  If payment is not made prior to or at the time of departure of your pet, then you will be liable to pay the daily booking fee as though your pet was still boarding, until such time that payment is made.

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