Skip to main content

Terms & Conditons

Effective from April 2024

By paying a deposit for my booking, I confirm that I have read and accepted these terms and conditions of Balmain Cat Boarding.

For the purposes of these terms:

“BCB” = Balmain Cat Boarding.

“BVH” = Balmain Veterinary Hospital.

“My cat” = a cat or cats that I own and/or am financially responsible for, and am authorised to make decisions for regarding their health.

“Carer” = person that I have authorised to make decisions on my behalf.

“I/me” = refers to myself and/or a designated Carer.

“Medication” = any medicine, supplement, or other additive.

“Stay” = the boarding and care of my cat at BCB, from the commencement of check-in, to the conclusion of check-out, inclusive.


        1. BCB does not accommodate unvaccinated cats. The minimum requirement for all guests is an F3 vaccination. I must supply proof of up-to-date vaccination status prior to check-in.
        2. I understand that if my cat is on any medications that must be administered during their stay, and/or has a serious or long-term health condition, I am required to provide an up-to-date copy of my cat’s medical history from their local vet by email or other digital upload.
          1. Patients seen primarily or exclusively at BVH may be exempt from this requirement if BVH have a suitably up-to-date copy of my cat’s medical history.
          2. I understand that if my cat is very unwell, or has a terminal illness and is in poor health, I must arrange a face-to-face Veterinary appointment PRIOR to check-in. BCB will need to gather specific details of my wishes on what is to occur in the event my cat deteriorates in health during their stay.
          3. BCB reserves the right to refuse accommodation for seriously unwell animals or other high risk potential boarders.
        3. If I am unable to provide proof of vaccination, medical history, or other required medical documentation within a reasonable timeframe, I authorise BCB to obtain these records from my local vet on my behalf. This service incurs a charge of $35, which I will pay at the time of check-out.
          1. In the event that relevant required documents cannot be obtained, BCB reserves the right to refuse admission to the boarding facility.
        4. BCB reserves the right to refuse admission to my cat if it shows signs of illness or infectious disease upon check-in, regardless of vaccination status.
          1. I may be able to board my cat in an isolated room within the hospital but this will be at the discretion of the attending Veterinarian.
        5. BCB does not accommodate kittens under 16 weeks of age. All cats and kittens must have received a full primary course of vaccinations.
        6. BCB will only accommodate desexed cats.
          1. At their discretion, BCB may accept bookings for un-desexed kittens aged between 4-6 months.
        7. My cat must be up-to-date with flea treatment. My cat will also be given a compulsory flea adulticide treatment (Capstar™) upon arrival as part of BCB’s commitment to maintaining a hygienic, flea-free environment. BCB will make all reasonable attempts to contact me if they find my cat requires further flea or worming treatment. If they cannot establish contact with me, BCB reserve the right to apply such treatment, at an additional cost, which must be settled upon check-out. Any cat showing signs of flea infestation may be held in isolation until deemed fit to transfer back into our Boarding facility.
        8. My cat’s microchip registration must be up to date on the NSW Pet Registry. This is to protect my cat in the unlikely event of escape from our premises during its stay.
        9. In the event that someone other than myself drops off my cat to BCB, I acknowledge that this person is considered authorised to be the nominated representative (Carer) for my pet. All decisions and directions given by the Carer are effectively an extension of my wishes, including but not limited to the signing of terms at the commencement of the stay. I understand that BCB will rely on any information provided by the carer in the absence of my personal directive. BCB accepts no responsibility for conflict of communication, or communication errors between myself and my nominated carer.
        10. My cat’s image may be used on social media (the name of the cat may be used but personal details are strictly confidential and are never publicly disclosed). I will advise BCB on check-in if I do not give consent.
        11. On occasions, my cat may not receive a complimentary health check. These occasions may include (but are not limited to): if my cat regularly boards; if the stay is less than 48 hours; if my cat shows signs of aggression; when the Veterinarian hospital case workload prevents them from being able to perform this duty.
        12. If my cat is outwardly aggressive or extremely stressed, the staff will work with me to find the best solution for future boarding. This may include recommending alternative accommodation if the boarding environment is not suitable for my cat.
        13. While BCB takes all reasonable precautions to ensure the safety of my cat during its stay, unforeseen accidents may occur during playtime, especially if my cat is particularly active. Additionally, my cat may become unwell for some reason during its stay and this may be out of the control of BCB or not reasonably prevented.
        14. Where my cats are requested to be housed together, they may be separated if the arrangement is causing undue stress for one or both cats, or if they begin to fight and are at risk of causing injury to each other. In this event, additional accommodation and/or veterinary costs may apply. BCB will endeavour to advise me of these changes as they occur. BCB will not be held responsible for any fight- related injuries sustained during boarding where it has been requested that 2 or more cats from the same household spend time or be housed together.
        15. In the unfortunate circumstance that my cat dies during its stay, BCB will hold my cat’s body in appropriate storage conditions until contact can be established with me to seek my wishes with regards to the body.
        16. In the event my cat is not picked up within 2 weeks of the expected check-out date, and in the absence of being able to establish contact with myself or my nominated Carer, my cat will be considered abandoned. In this event, my cat will either be surrendered to the pound or will be re-homed. All costs involved in this process will be recovered from me via appropriate channels.
        17. I acknowledge that if I am late to collect my cat, my cat (on the day of check-out) may be moved to a holding unit to allow for adequate cleaning and turnover of the room prior to the next guest’s arrival. This is done to ensure the room can be adequately cleaned and prepared to ensure the comfort and well-being of all guests.
      1. As part of the paid service for BCB, all relevant daily functions of your cat, as well as relevant medications, are charted on an electronic system called Smart Flow. If you specifically request us to fill out additional information (like journals) or any other such request that requires our staff to take extra time to attend to your request, a daily administration fee of $15 will apply.
      2. If I fail to disclose any medication that my cat will require during their stay, BCB reserves the right to:
        1. Request an updated medical history from my cat’s primary vet (at a charge of $35).
        2. Require a consultation with our Veterinarian prior to commencing boarding (at the normal cost of a consultation at BVH).
        3. Refuse admission to the boarding facility.
      3. Cats that are required to be medicated during their stay will have the following charges applied per day:
        1. One medication (given once or twice daily) = $10 per day.
        2. Two medications (given once or twice daily) = $20 per day.
        3. Three medications (given once or twice daily) = $30 per day.
        4. Four medications (given once or twice daily) = $40 per day.
        5. More than four medications (given once or twice daily) = $130 per day.
        6. If my cat is on oral chemotherapy treatment, I will incur a separate chemotherapy charge of $30 on the days of chemotherapy administration. If my cat requires additional medication, above charges may still apply.
      4. All medication that my cat requires during their stay must be supplied with clear and correct labelling. Medications that require refrigeration must be clearly marked as such. BCB accepts no liability for any injury or illness that occurs as the result of incorrectly or improperly supplied medication.
      5. All medication that my cat requires during their stay must be supplied in sufficient quantities to maintain the prescribed or recommended dose.
        1. Repeat prescriptions prescribed by a veterinary hospital other than BVH cannot be dispensed by BVH without written permission from the prescribing Veterinary Surgeon.
        2. If my cat is a patient of BVH, I must advise BCB at the time of check-in if I require additional medication to be dispensed during my cat’s stay. I acknowledge that medication requests are normally filled within 48 hours, and that any medication I request to be dispensed will be added to my bill and settled upon check-out.
      6. If my cat is diabetic, they must be under the primary care of BVH to be accepted into our boarding facility. A diabetic cat that has been diagnosed or treated primarily at another veterinary hospital cannot be accepted into the care of BCB – this is for the safety of my cat.
        1. This clause is enforced at the full discretion of BCB and BVH.
        2. If my cat is diabetic and eligible to board with BCB, I will incur a charge of $40 per day to account for the additional care and treatment my cat requires.

      1. Personal belongings are left at my own risk; BCB is not responsible for any damaged or lost items. Items must be clearly labelled – items that are not clearly labelled may be marked for identification purposes, such as by permanent marker.
      2. BCB provides a range of high quality commercial wet and dry food for all life stages (kitten, adult, mature) and a small selection of Prescription diets, as part of my cat’s accommodation cost. Fine Dining Menu items and other specialty diets are not part of my cat’s stay but may be purchased, or provided at the time of check-in.
        1. If I elect to provide a specialty diet for my cat, I must provide sufficient quantities to last the duration of my cat’s stay. BCB accepts no responsibilities if my cat becomes unwell due to running out of the supplied specialty food.
        2. In the event my cat runs out of specialty food during their stay, BCB will attempt to source a replacement. BCB makes no guarantees that a replacement will be able to be provided. I acknowledge that if BCB can provide a replacement diet, this will be added to my bill and must be settled upon check-out.
      3. BCB does not feed raw chicken or raw chicken products. If I provide a raw diet, it is to be transported to BCB in a cooler bag. Raw food considered spoilt will not be fed to my cat.
        1. Any cat fed a raw diet is at a higher risk of bacterial poisoning than cats fed a processed diet. BCB does not recommend feeding raw food. If my cat is showing signs of potential bacterial poisoning, they may be isolated from the other hotel guests and not allowed in common areas. BCB will not be liable for any costs associated with food-borne poisoning if I have requested this diet. If my cat is being fed a raw diet, I will be required to worm my cat every 3 months regardless of if they are strictly indoor or outdoor. BCB reserves the right to administer a worming tablet to my cat (at my cost) if evidence of intestinal worms are found during its stay.

      1. If my cat falls ill or is injured during its stay, I authorise BCB to organise an examination of my pet by a Veterinary Surgeon. I agree that this examination will be performed as a normal Veterinary consultation, and that I will be liable for all relevant associated costs. A consultation fee will apply for each separate physical examination of my pet that is carried out during their stay (excluding the complimentary health check offered as part of each Boarding package). In the event that medical intervention is recommend or required, a Veterinarian will attempt to contact me to advise of my cat’s situation, which medical treatments are needed, and an indicative estimate of the costs required.
      2. In the event I cannot be contacted, I authorise BVH to proceed with all necessary treatments and investigations and will pay all veterinary costs in full upon check-out. In addition, I am aware that if my cat falls ill during its stay, it may be relocated to isolation or the hospital until it is deemed medically fit to return to boarding.
        1. If my cat suffers an illness that requires 24-hour care, I give permission for BVH to stabilise my cat and then transport them to a 24-hour care facility. I authorise BVH to permit basic life-preserving care at the 24-hour facility. I agree to pay BVH for their medical care and transport, and I also agree to pay the 24-hour facility for the costs incurred in treating my cat.
      3. If I request to engage in ongoing communication with a Veterinarian regarding my cat during their stay at BCB (whether by phone, electronic or any other means), or if I request for a Veterinarian to examine my cat, and this is beyond a basic boarding stay experience (where there is no communication between a Vet and the owner), I acknowledge that I will be charged for their time relevant to the services requested.
      4. Any phone call, email and/or any other communication regarding my cat that I request from a Veterinarian will be charged at a flat rate of $15 per communication (this excludes any examination fees). A request for communication may include (but is not limited to): calling and asking to speak with a Vet; emailing a medical question and/or requesting for ongoing updates.

      1. Check-ins and check-outs must occur between 7:30AM and 5:30PM Monday to Friday, and between 8:00AM and 3:00PM on Saturdays.
        1. There are no check-ins and check-outs on Sundays or public holidays.
      2. It is important to arrive on time for my scheduled check-in and check-out. If I arrive outside my scheduled time, I may be required to wait for a team member to assist me.
        1. Any early check-in or late check-out is offered solely at the discretion of BCB on the day.
        2. I acknowledge that at the discretion of BCB, a late checkout fee of $25 may be incurred, in addition to any accommodation charges. This will be added to my bill to be settled upon checkout.
      3. Refunds and/or credits will not be issued if I check-in later than my scheduled check-in time, or check-out earlier than my scheduled check-out time.

    5. CHARGES:
      1. Charges are generated in half-day blocks based on BCB’s operational day, with the mid-point of an operational day defined as 1:00PM.
      2. Check-ins before 1:00PM and check-outs after 1:00PM will incur a full day charge. Check-outs prior to 9:00AM do not incur an additional charge on the day of check-out.
      3. Check-ins and check-outs must occur between 7:30AM – 5:30PM Monday to Friday, and 8:00AM – 3:00PM on Saturdays. There are no check-ins and check-outs on Sundays or public holidays.
      4. A 100% deposit is required to secure my booking, with any additional services or fees to be paid on check-out.
        1. If the amount owing for an upcoming or current stay is equal to or greater than the initial pre-payment, I am required to settle this immediately.
      5. A public holiday surcharge of 30% will be applied to public holiday days only.
      6. A minimum charge of 1 day applies for all stays, regardless of length.
      7. A minimum stay period applies during the Easter and Christmas period.
      8. BCB do not run accounts, and I agree to settle all costs incurred, in full, upon check out.
      9. BCB do not accept personal or bank cheques.
      10. All bookings are subject to a 2% + 30c non – refundable booking fee. This charge is paid directly to our third-party payment provider upon completion of a booking irrespective of whether you cancel or move your booking in the future.
        1. Where any term of this agreement permits a ‘refund’, this amount is deducted from the refund total.
      11. All fees are subject to change without notice.

      1. Any requests to lengthen or shorten a specific booking may be made up to 48 hours prior to check-in, provided BCB can accommodate the new dates.

      Off-Peak Period Cancellations:

      1. The deposit is fully refundable (except the booking fee of 2% + 30 cents) if cancellation occurs more than 48 hours prior to the check-in date.
      2. The deposit is non-refundable if cancellation or date changes to the booking that result in a shorter stay occur within 48 hours of the check-in date.
      3. If changes to the booking within 48 hours of the check-in date result in a shorter stay, any difference between the original pre-payment and the new invoice will be held as a credit. This credit will be held on my account for 12 months to be used for future boarding stays.
      4. Peak Period (Public Holidays and NSW School Holidays)

      5. The deposit is fully refundable (except the booking fee of 2% + 30 cents) if cancellation occurs more than two weeks prior to the check-in date.
      6. The deposit will be refunded by 50% (except the booking fee of 2% + 30 cents) if cancellation occurs less than two weeks, but more than 48 hours prior to the check-in date.
      7. The deposit is non-refundable if cancellation or changes to the booking occur within 48 hours of the check-in date.
      8. Easter Holiday Period (Good Friday to Easter Monday, inclusive) and Christmas Holiday Period (23-27th December)

      9. The deposit is fully refundable (except the booking fee of 2% +30cents) if cancellation occurs more than two months prior to the check-in date.
      10. The deposit will be refunded by 50% (except the booking fee of 2% + 30 cents) if cancellation occurs less than two months, but more than two weeks prior to the check-in date.
      11. The deposit is non-refundable if cancellation or changes to the booking occur within two weeks of the check-in date.
      12. A minimum booking period applies to all Easter and Christmas holiday bookings

    Peak Periods attract a 20% surcharge to accommodation rates.

    Peak periods include:

    1)         Christmas and Easter.

    2)         All designated NSW school public holiday periods (including the preceding weekend and the weekend following the last day of school holidays where applicable).


    Please note that a minimum booking length of 5 x days applies to all Christmas and Easter bookings. (Easter dates vary from year to year but Christmas dates are 23rd – 27th December each year).