FREQUENTLY ASKED QUESTIONS
HOW CAN I CHECK ON MY PET DURING THEIR STAY?
We are more than happy to respond to emails, or WhatsApp messages asking how you cat is doing. Please bare in mind this is free and the cats well being is our priority so messages will be responded to during the day when we have time to do so. We also frequently publish photo's on Facebook during the week
DO I NEED TO BRING BEDS, BLANKETS, BOWLS OR LITTER?
We provide everything your cat needs during their stay except food (unless you have asked us to supply for £1.50 a day per cat)
We are happy for people to bring a bed/blanket from home but please wash these prior to arrival. Please refrain from bringing personal clothing where possible.
Due to the way we have to dispose of cat waste, unless there is a medical need, we do not permit any other types of litter other than wood pellet which is supplied.
MY CAT HAS A SPECIAL DIET. CAN THEIR NEEDS BE ACCOMMODATED?
We cater for special diet's that your cat requires and have a fridge, freezer and microwave on site. All special diets need to be provided by the owner
WHAT VACCINATIONS DOES MY CAT NEED TO BOARD?
All boarders must be up to date with their vaccinations against Feline Panleukopenia, Herpes and Calicivirus. Vaccination Certificate must be presented on drop off or on booking. Failure to provide proof of vaccination will unfortunately result in refusal to board with the full board payable. When booking online please email a copy of the vaccination card to our email once you have submitted a booking request.
IS THERE A MINIMUM STAY?
We charge a minimum of a 3 day stay as per tariff, you are welcome to collect earlier than 3 days however the charge remains the same. This is to cover the deep cleaning required between each guest.
MY CAT IS ON MEDICATION IS THIS A PROBLEM?
We are happy to administer any medications whilst boarding there is no additional charge. If your cat is insulin dependant diabetic please discuss with us prior to making a booking as new diabetic customers must have a trial. We charge an additional £3 a day for diabetic cats to cover the extra observation they require.
IF I COME HOME EARLY DO I NEED TO PAY FOR THE DAYS NOT USED?
Yes, this also applies if you drop off a day later for example. The chalet is reserved for your cat(s) on the booking dates you have requested so no deduction or refunds will apply.
WHAT IS YOUR CANCELLATION POLICY AND DO I NEED TO PAY A DEPOSIT?
We ask for a 50% deposit on receipt of your booking. We must receive this within 48hours of sending your confirmation otherwise the chalet is released for others to book.
If you need to cancel your booking you have up to 14 days prior to the start of booking to do so to be eligible for a refund of your deposit. If you cancel within 48 hours of your booking start day the full board is liable for payment. All deposits are non-transferable.
WHAT WAY'S CAN I PAY?
We accept Bank transfer, Card payments, Apple & Google Pay, Cash & Cheque.
If paying by cheque the remaining balance must be paid on drop off to allow time for the cheque to clear.
Payment must be made on or before collection.
WHAT IF MY CAT GETS POORLY DURING BOARDING?
We have over 20 years experience boarding cats and if your cats becomes under the weather we will contact you straight away via your preferred method of contact. If it is an emergency we will always call you but in the event we cannot get hold of you or with time zone differences (if you are abroad and it is middle of the night) our priority is the wellbeing of your cat and the vets will be called at the first instance. We endeavour to use your registered veterinary practice for continuity of care, but if we can get an appointment quicker at our vets (Head&Head Helston) we will do so.
We charge a standard rate of £30 + mileage for up to 2hrs for vet visits this is to cover our time and if cover is required whilst I am not on premises during opening times.
DOES MY CAT NEED TO BE UP TO DATE WITH FLEA & WORMER TO BOARD?
Yes, we require your cat(s) to be up to date with a veterinary prescribed flea treatment and wormer. Over the counter flea treatment's are not sufficient. If there is evidence of flea's and/or worms your cat will be treated and you will be charged. Due to the requirement of a deep clean to prevent flea larvae a £20 cleaning fee will be charged.