Highfield Cat Hotel - Terms & Conditions for Boarding
Please understand that the following Terms & Conditions are designed to protect the health and well-being of the cats in our care. Also, please note that these Terms & Conditions are the basis on which we accept cats into the cattery and that they constitute an agreement between Highfield Cat Hotel and the owner covering the period of boarding.
All animals are accepted at the owner's risk.
You must transport your cat(s) in a suitable secure pet carrier unit to and from the cattery. Do not carry your cat in your arms or in a cardboard box. Any sudden movement, loud noise or bang could mean your cat might escape and run off and this shall be entirely at the pet owners’ responsibility. It is not worth the risk! If you need to borrow a pet carrier, please ask.
We request that you remove your cat's collar on or prior to leaving your cat in order to reduce the risk of injury. Magnetic collars must be removed. Whilst every care is taken, no responsibility can be assumed for collars, containers or grooming equipment, left with us.
We provide litter trays and feeding bowls and prefer you not to bring your own to reduce the chance of them being lost or accidentally broken.
Health and Wellbeing:
We will need to see your cat’s current vaccination certificate against feline flu and enteritis as supplied by the vet before your cat can be accepted into the cattery.
A copy of this certificate will be made on your first visit. When your cat is revaccinated, you should bring the vaccination certificate on your next stay to show that the vaccinations are still current. If our records show that a cat is overdue vaccinations and a certificate is unavailable for checking when you arrive with your cat(s), we will try to contact your vet to confirm vaccination dates; your cat(s) will not be accepted into the cattery until this has successfully been done.
Please inform us of any significant medical treatments your cat may have had received in the past.
We are happy to administer medication according to your instructions. All medication (including needles) must be provided in the original packaging, complete with the label from your veterinary surgery. Insulin injections for diabetic cats will also generally be given at no extra cost.
Please ensure your cat’s flea and worm treatment is up to date. In the unlikely event we find a flea on your cat we shall inform you on your return. However, if fleas are found the cat will be treated; the cost of this treatment and additional cleaning will be added to your invoice.
Any cat suffering from a contagious disease or infection will not be accepted to stay in the cattery.
If your cat has a diagnosed medical condition, please ensure that we are advised regarding any necessary medication(s) and/or treatment requirements on booking and on arrival. If we believe that your cat requires any veterinary treatment for this or any other serious condition please be aware that we will contact the vet first then yourselves or your emergency contact regarding the outcome.
Although we endeavour to ensure your cat’s health and wellbeing, if in the unfortunate event a cat should die whilst staying at the cattery the owner or owner’s contact person will be advised. The cat will be taken to the cattery veterinary surgery for the appropriate safe storage until the owner’s return, unless instructed otherwise.
We regret that un-neutered male cats over the age of seven months cannot be accepted.
If pets are not collected within 7 days of the date on which he or she is due to leave the cattery, and no communication is received from the owner, a decision to rehome the pet will be made at the cattery owners' discretion.
Our chalets and utensils are cleaned to a very high standard daily and between bookings. This ensures that the possibility of any cross infection being passed between cats is minimised.
We have a large range of Whiskas and Felix wet food and a range of dry food which includes Go-Cat, Purina, Iams, Hills, Royal Canin, Ultima and James Wellbeloved. We endeavour to feed your cat with the same wet and/or dry food that he/she enjoys at home and, with your permission, we also offer treats.
Regular mealtimes are adhered to. Adult cats are fed twice a day; kittens, seniors and those cats with special needs are fed according to their requirements.
Special diets can be catered for (please warn us in well in advance), and although prescription diets can be maintained during your cat's stay with us, we ask you to please bring this food with you.
No deductions are made if a client prefers to bring their own cat food in whole or part.
If your cat(s) should unexpectedly appear unwell whilst in our care, management has the right to contact the services of a veterinary surgeon. Clients are fully responsible for any veterinary fees incurred and a mileage charge for the surgery visit.
Please note it is advisable to book as early as possible for the very busy summer and other school holiday periods.
A non-refundable deposit of £30 per chalet per week is required to secure your booking. This can be paid in cash or by on-line bank transfer at the time of booking. If we have not received your deposit within seven days we reserve the right to cancel your booking request.
Bookings can be made via the booking form on our website, via email (email@example.com) or by phone (01530 260928). Although we enjoy talking to you, our preference for your booking is by email or our website booking form.
Only cats from the same household are permitted to share a chalet.
If you require multiple chalets for your cats, please ensure that you request this when booking. Charges are made by the number of cats and the number of chalets, not just the number of cats boarding as each chalet incurs heating/cleaning costs.
Payment & Charges:
Charges apply for all the days of your cat's stay with us. No reduction can be made in the event of owners leaving after the start, or returning before the end, of the period for which the cat is booked.
Payment for your cat’s stay with us can be made by cash or by on-line bank transfer prior to arrival or pick up.
We do not accept cheques and do not have a card payment facility.
Although each chalet is individually heated, a heat pad can be supplied at a charge of £1 per day (to cover the cost of additional electricity).
Our peak periods are all school holidays, i.e. all half terms, Easter, Christmas and New Year, and 1st May to 30th October.
Please note that between the start of May and the end of October, and any local school holidays, we cannot guarantee that a request for a very short booking can be met. There is a minimum three day charge for bookings. Many people book for one or two weeks during the busy holiday period therefore it might not be possible to offer a chalet for a small number of days. Please ask, but please do not be offended if we cannot accommodate your request.
During peak times, charges will be made for cancellations. A minimum of 14 days’ notice of cancellation prior to the arrival date is required otherwise a 25% charge will be incurred for the booking. However, if a cancellation is made with two or fewer days’ notice prior to the arrival date, a 100% charge will be incurred. If a cancellation is to be made due to the health of your cat(s), written confirmation or a statement of the cat’s treatment from your vet will be taken into consideration.
A non-refundable deposit of £30 per chalet per week is required to secure your booking. This can be paid in cash or by on-line bank transfer when booking. By paying a deposit you are agreeing to our Terms & Conditions.
Christmas Day, Boxing Day and New Year's Day incur a charge of £2.50 per cat per day to cover additional staffing costs. The cattery is closed for admittance and collections on Christmas Day, Boxing Day and New Year’s Day.
A collection and delivery service is available at an extra cost depending on the distance. We charge 45p per mile (minimum charge is £5). Please call to discuss arrangements.
For long term boarders (over 2 months) interim payments are to be agreed; this is usually a payment at the beginning or end of each month the cat is boarded.
We reserve the right to revise our prices when necessary. All prices quoted will be at the prevailing rate at the time of booking. All prices charged will be at the prevailing rate at the time of boarding.
All current charges are displayed on our web site.
We encourage owners to bring along any favourite bedding, scratch post and toys. Familiar smells, sights and sounds will help your cat to settle in more quickly. However, we cannot accept any responsibility for damage to, or loss of property.
If you don’t have any suitable bedding to bring (we cannot accommodate your settee or bed!) we have a range of blankets, pillows and beds that can be provided.
By making a booking with us at Highfield Cat Hotel (either by our Booking Form or Customer Enquiry, or in person, by phone, email, Facebook or SMS) you are entering into a contract with us. In order to uphold our side of the contract we need to hold details relating to you and your pet(s). We hold this information about you in order to process your booking and to provide you and your pet(s) with the best service we can offer. We will take reasonable care of your personal data and only process it fairly and lawfully under the terms of the GDPR (General Data Protection Regulations).
Photography and Filming
Unless you explicitly instruct us to the contrary, we may photograph and/or film your pets whilst they are with us. We may use such material as part of our marketing, both online and elsewhere. We will only use the name of your pet with your agreement. These images will be the property of Highfield Cat Hotel; copies are available for the owner.
Management has the right to update these terms and conditions at any time.