Terms & Conditions

Thank you for trusting Whiskered Away to care for your cat(s). Please carefully review and complete this form, returning it before your cat(s) check-in. This helps us ensure a safe and enjoyable stay for your feline companion(s).

1. Introduction

Welcome to Whiskered Away. These terms and conditions outline the rules and regulations for the use of our services, including cat boarding and the sale of pet products. By booking with us or purchasing from our shop, you agree to comply with these terms.

2. Confirmation of Information Accuracy

Failure to Disclose Information: Owners must provide full and accurate information regarding their cat’s health, behaviour, and any special needs. Failure to disclose such information may result in additional fees, refusal of boarding, or immediate termination of the stay without refund if the undisclosed issue poses a risk to the cat, other cats, or staff.
I confirm that all information provided is accurate and up-to-date. I understand that Whiskered Away will rely on this information to ensure the safety and well-being of my cat(s) during their stay.

3. Boarding Requirements

Booking and Payment: All bookings must be made in advance. Full payment is due on or before the start of the boarding period. Early collection does not entitle the owner to a refund for unused boarding days. Late collections outside agreed times may incur additional boarding or care fees.
Cancellations: Cancellations made with less than 24 hours’ notice may incur a cancellation fee or forfeiture of payment.
Check-In & Out Times: Between 9:00am - 11:00am or 3:00pm - 5:00pm Monday - Friday. Between 9:30am - 11:30am Saturdays. Check-in NOT available on Sundays or Public Holidays.
Vaccination Requirements: All cats staying at Whiskered Away must be up-to-date with their vaccinations, including F3 vaccination. Vaccinations must have been administered within the 12 months prior to boarding and no less than 14 days before the commencement of their stay to ensure full protection. Proof of vaccination must be provided prior to booking confirmation.
Flea and Worm Treatments: Recent flea and worm treatments are to be completed before arrival. Cats must arrive flea-free. If fleas or parasites are detected upon arrival or during boarding, treatment will be administered at the owner’s expense. If your cat is due for their regular flea and worming treatment during their stay, please bring the treatment with you. Alternatively, we can provide and administer it here at check-in or as needed during their stay for an additional fee.
Diet: We provide food during your cat’s stay, including one pouch of wet food and dry food throughout the day. Should your cat require more than one pouch of wet food per day, please either supply the additional pouches or note that a small fee ($1.50) will apply for each extra pouch provided by us. If your cat has a preferred diet, please bring their regular food with you.
Desexing Policy: For the safety and comfort of all cats in our care, Whiskered Away only accepts desexed (neutered/spayed) cats for boarding. This helps prevent behavioural issues, marking, and stress among the cats.
Health and Medication: Owners must inform us of any pre-existing health conditions. We can administer prescribed medications, but owners are responsible for providing clear instructions. Additional fees may apply for complex medication administration.
Emergency Veterinary Care: Veterinary treatment will be provided in accordance with Section 12 of these Terms and Conditions. All associated costs are the responsibility of the owner.

4. Cat Wellbeing

Suitability for Boarding: We reserve the right to refuse cats that are ill, aggressive, or otherwise unsuitable for boarding. Cats must be flea-free and in good health at the time of check-in.
Stress and Anxiety: While every effort is made to minimise stress, boarding environments may affect cats differently. Whiskered Away is not liable for stress-related illness, behavioural changes, or associated veterinary conditions that arise despite reasonable care and supervision.
Pre-Existing Conditions: Whiskered Away is not responsible for the progression or recurrence of pre-existing medical or behavioural conditions during or after boarding, provided reasonable care has been exercised.
Behaviour During Boarding: Owners acknowledge that cats may behave unpredictably in unfamiliar environments. While every reasonable care and supervision is provided, minor handling-related incidents (such as superficial scratches, swats, or stress-related reactions) may occasionally occur despite appropriate care. Owners accept that minor scratches, swats, or other handling-related incidents may occasionally occur to cats or staff despite reasonable care.

5. Limitation of Liability

Damage to Property: While we take every precaution to ensure the safety and well-being of your cat and their belongings, Whiskered Away is not liable for any damage, loss, or injury that may occur during the stay, except in cases of gross negligence or wilful misconduct.
Personal Items: We do not accept responsibility for any personal items left with your cat during its stay (e.g., toys, bedding, collars, etc.). For hygiene or safety reasons, Whiskered Away reserves the right to remove or dispose of items that become soiled, unsafe, or unsuitable during boarding.
General: While Whiskered Away takes all reasonable care to ensure the safety and well-being of cats in our care, owners accept that boarding environments may cause stress, minor injury, or changes in behaviour. Whiskered Away is not liable for any such incidents except in cases of gross negligence. Owners are responsible for any veterinary or other costs arising from incidents that are not the result of gross negligence.

6. Pet Products Sales

Product Descriptions: We strive to ensure product descriptions are accurate. However, we do not guarantee that all information is error-free. If a product is not as described, you may return it in an unused condition for a refund or exchange.
Refunds and Exchanges: We accept returns of unopened products within 30 days of purchase with a valid receipt. Perishable items and used products cannot be returned unless defective.

7. Pricing and Payments

Service Fees: Fees for boarding and products are clearly listed either on our website and in our confirmation booking email sent to you and may be subject to change. Customers will always be informed of rate changes before their cat’s boarding period.
Accepted Payments: You’re welcome to pay by card (1.6% surcharge applies) or cash at check-in. We accept contactless cards, Apple Pay, Google Pay, and chip payments (Mastercard, Visa, Amex, and JCB). If you would prefer to pay in advance, our EFT details are included on the invoice provided to you in the confirmation booking email sent to you. Full payment is due on or before the start of the boarding period.

8. Privacy & Social Media Policy

Personal Information: We collect and use your personal information (e.g., name, contact details, and pet information) solely for the purposes of providing our services and ensure compliance with any legal requirements. We do not share your information with third parties without your consent. Personal information is stored securely and retained only for as long as necessary to provide services or meet legal obligations.
Social Media: My cat's image may be used on social media (the name of the cat may be used; however, personal details of the owner are strictly confidential and are never publicly disclosed). Consent is assumed unless written notice is provided prior to boarding.

9. Amendments to Terms

Whiskered Away reserves the right to update or modify these terms and conditions at any time. Any changes will be posted on our website, and continued use of our services implies acceptance of the revised terms.

10. Abandoned Cats

Failure to Collect: If an owner fails to collect their cat within 30 days of the agreed-upon pick-up date, and after multiple attempts to contact the owner using the contact details provided, the cat may be considered abandoned.
Abandonment Protocol: In the event a cat is considered abandoned, Whiskered Away will take reasonable steps to ensure the welfare of the cat. This may include rehoming the cat through a rescue organisation or surrendering the cat to a local animal shelter. Owners may still be liable for any outstanding fees and costs incurred during the cat's stay, including additional boarding and rehoming fees.
Legal Reporting: Under Australian law, animal abandonment may be reported to the RSPCA or relevant local authorities, and the cat’s owner may face penalties under the Prevention of Cruelty to Animals Act 1979 (NSW) or equivalent legislation in other states/territories.
Outstanding Fees: Owners are responsible for any fees incurred up to the date the cat is rehomed or surrendered. These may include additional boarding charges, veterinary care, and any costs associated with rehoming.

11. Minimum Age for Boarding

Kittens: Whiskered Away accepts kittens for boarding from the age of 16 weeks, provided they have completed their full course of vaccinations and are in good health.
Vaccination Requirements: Proof of up-to-date vaccinations must be provided before boarding. Kittens that have not completed their vaccination schedule or are younger than 16 weeks may not be accepted for boarding for health and safety reasons.
Special Cases: In certain situations, kittens younger than 16 weeks may be accepted on a case-by-case basis, provided they are fully weaned, healthy, and the owner agrees to any additional monitoring or care that may be required.

12. Emergency Veterinary Care

Veterinary Care Protocol: In the event of illness or injury during your cat's stay at Whiskered Away, we will seek veterinary care immediately to ensure their well-being. If the owner or emergency contact cannot be reached within a reasonable timeframe, the owner authorises Whiskered Away to approve veterinary treatment deemed necessary by the attending veterinarian in the best interests of the cat.
Local Vet Option: If your preferred veterinarian is located within a 5km radius of Whiskered Away, we will take your cat there for treatment, provided they are available and able to accommodate care.
Hurlstone Park Veterinary Hospital: If your local vet is unavailable or outside the 5km radius, we will take your cat to Hurlstone Park Veterinary Hospital, our trusted local veterinary hospital of choice.
After-Hours and Emergency Care: If the above options are unavailable (e.g., outside of business hours), we will take your cat to the nearest 24-hour emergency veterinary clinic to ensure they receive immediate care.
Owner Responsibility: All veterinary costs, including transport, consultations, treatments, and medications, will be the responsibility of the cat owner. We will notify you as soon as possible if veterinary care is required.

13. Pricing and Seasonal Rates

Standard Rates: Our standard (off-peak) rates apply during regular, non-peak periods and include all of the services listed on our website. Prices are subject to change, and any updates will be reflected on our website.
Peak Season Pricing: During peak periods such as holidays (e.g., Christmas, New Year, Easter), long weekends, and school holidays, higher rates may apply. Peak season dates will be published in advance on our website, and any bookings during these times will be subject to the adjusted rates.
Rate Adjustments: Whiskered Away reserves the right to adjust rates based on market conditions, demand, and operational costs. Customers will always be informed of rate changes before their cat’s boarding period.