FAQ’s

Welcome to Pawstel! We are dedicated to providing a safe, comfortable, and nurturing environment for your cats during their stay with us. Please review the following policies to ensure a smooth experience for you and your furry friend.

1. Booking and Payment: Boarding charges must be paid in full at the time of dropping your cat(s) at the boarding. Under no circumstances will partial payments be accepted. Advance paid is refundable only under exceptional circumstances. At our discretion, we will provide a full refund for cancellations up to 48 hours before the boarding start date. No refund shall be provided during peak season (public holidays and long weekends).
2. Admissions and Check-Out: Please provide all relevant documents, including vaccination and medical history, at check-in. Timely pick-up is appreciated. In cases of no response after the scheduled pick-up, we reserve the right to deliver your cat to the designated emergency contact.
3. Food: Food is provided at an additional cost and is not included in the boarding fee. If your cat has any dietary restrictions, it is your responsibility to inform us at the time of booking. In the absence of specific instructions, we will provide regularly available brands of food.
4. Health and Safety Requirements: All cats must be up-to-date on vaccinations, including rabies and feline distemper. A vaccination record is required prior to admission. Cats should have been dewormed within the last three months before check-in. We recommend that all cats be sterilised to prevent unwanted behaviour. Unsterilised cats may be at risk of mating, and Pawstel shall not be responsible for any incidents. Pawstel is not responsible for any conditions that arise after your cat has left our care.
5. Medical Conditions: Please disclose any allergies, medications, or special care requirements during booking. Pawstel shall not be responsible for undisclosed conditions.
6. Multi-Cat Environment: While we closely monitor all interactions, minor disagreements can sometimes occur. Pawstel is not responsible for any injuries resulting from interactions between pets. If your cat has difficulty socializing with others, we reserve the right to relocate them to a Private Room, with any associated costs and consequences being the responsibility of the pet parent.
7. Medical Care: If your cat requires treatment for any infections or infestations during their stay, we will seek veterinary care at your expense. Receipts will be provided for all veterinary services.
8. Emergency Care: In case of an emergency, immediate action will be taken to ensure the well-being of your cat. We will inform you as soon as possible, but emergency treatment will not be delayed to wait for your response. All associated costs will be your responsibility.
9. Special Circumstances: Cats staying for extended periods are at higher risk of health issues like Urinary Tract Infections, fleas or ticks. Pawstel is not responsible for health deterioration arising from pre-existing conditions or natural causes. Some cats may experience stress or mild weight loss during their stay. Pawstel shall not be liable for such changes.
10. Recordings: Recordings may be provided upon request in the event of a dispute or incident, but please note they are for internal purposes only under normal circumstances. Once declined, this option cannot be requested again. As part of our standard service, regular video call updates and video updates will be shared.