Boarding Terms & Cancellation Policy

Full Boarding Terms & Conditions

This is the document you agree to when boarding your cat with us. Read it in full below, or open the PDF in a new tab. English is pages 1–10; 中文版 is pages 11–18 (use the link at the top-right of either section to jump between languages).

Summary of Key Policies

The sections below summarise the main policies in the full T&Cs above. For quick reference only; the PDF is the authoritative version.

Admission Criteria

• Your cat must be vaccinated against the core feline viruses (FPV, FCV, FHV), with proof of a booster or a VacciCheck antibody titer. A vet memo is required if medical reasons prevent vaccination. Kittens need at least one core vaccine and must be 10 weeks or older on check-in.
• Cats 8 months or older, or showing signs of sexual maturity, must be sterilised.
• From 1 September 2026, every cat must be microchipped and hold a valid AVS licence. We will need the licence number and the licence document before check-in.
• Parasite prevention (internal and external) is required. Either we administer it at check-in (purchase it from us, or bring an unopened, sealed dose from our approved list), or you show proof of treatment within the past 30 days.
• The common play and exercise area is only accessible to FIV- and FeLV-negative cats, with your prior consent.
• Your cat must arrive healthy. No external parasites (fleas, ticks, mites), no fungal infection, no signs of active illness, injury, or pain.

Vaccination, sterilisation and cat licence records, and FIV/FeLV test records for cats using the common play area, must be provided at or before check-in. Cats that do not meet these criteria may be refused admission.

Check-In & Check-Out

• Standard check-in: 3pm – 6pm
• Check-out: 10am – 12pm
• Early check-in from 11am and late check-out to 5pm are available at additional cost
• Appointments are required. We hold 15 minutes for each check-in or check-out.

What to Bring

• Your cat's usual food (wet and/or dry), enough for the stay plus a 10% buffer
• Preferred litter if they are particular (we provide premium dust-free tofu litter)
• A favourite blanket, bed, or a piece of your worn clothing. Familiar scents help cats settle.
• Grooming tools if your cat needs specific grooming
• Medication in original packaging with written instructions (if applicable)
• Vaccination and sterilisation records

Medical Care

We welcome cats requiring medication and special diets.

• Oral medication / supplements: S$5 per feeding session
• Topical medication application: S$5 per application
• Wound cleaning / dressing: S$10–$20 per session
• Minor issues like hairballs or mild stomach upset are handled in-house at no extra charge

Cancellation Policy

14 days or more before check-in: full refund less a 5% processing fee (5% of the total paid so far). Within 14 days of check-in, or if your cat is rejected at admission: two nights of room fees are retained in addition to the 5% processing fee. No-show: if you do not arrive on the check-in date and have not cancelled or replied to our messages by then, the full booking amount is forfeited. Peak-season dates are non-refundable unless we can rebook. Welcome-promotion bookings and agreed long-stay specials are non-cancellable and non-refundable. Leaving early: unused nights we rebook become store credit for a future stay, with no cash refund; unused nights we cannot rebook are non-refundable. Refunds go back to the original payment method and are processed within 14 working days. Changes to bookings are complimentary up to 48 hours before check-in.

Emergency Procedures

1. If your cat needs urgent care, we take them to a vet promptly and contact you, or your emergency contact, at the same time by phone and WhatsApp
2. We use your own vet where we can, or another clinic if yours is not available
3. Veterinary costs are billed to you. By booking, you authorise vet care of up to S$5,000 per stay; above that, we ask you or your emergency contact first
4. If neither of you can be reached and the vet says further treatment is urgent to save your cat's life or relieve severe pain, we may approve it above S$5,000, at your cost
5. In a fire, flood, or power or air-conditioning failure, we follow our AVS emergency and evacuation protocol and may move cats to a safe location or a vet clinic

Liability

• We are not liable for illness, injury, loss, escape or death during a stay, except where caused by our gross negligence or wilful misconduct (clause 22a of the full terms).
• If a cat passes away in our care, we follow AVS boarding condition 8: we inform you, report to AVS and return your cat's body to you. Cremation, if you ask for it, is at your cost.
• The AVS boarding conditions form part of our terms. Where the two differ, the AVS conditions apply.

Cat Separation

Cats from each household have their own private suite and are kept apart from other households. The common area is used by one household at a time, and cats may see each other through the suite glass.

Regulatory Compliance

Kuro Cat Hotel operates under AVS Cert AVS00145 and Pet Boarding (Cats) Licence BD26004. UEN: 202530901D. The AVS boarding conditions form part of our terms, and clause 23a of the full terms lists the ones that affect you and your cat. You accept both with one tick box when you book. Read the full AVS document: NParks AVS Boarding Conditions.