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This article exclusively refers to the fees and charges incurred by actions such as cancellations, late alterations to your bookings, and late or inconvenient pick up and drop off times.
For information about the regular costs of boarding, please refer to https://catatonia.com.au/boarding-information-and-costs/
For medical services and costs which might occur during your cat’s boarding stay with us, please refer to https://catatonia.com.au/additional-boarding-services/#medicalcareservices
Irregular Drop Off/Pick Up Time Fees
As part of your boarding form, you are required to list the date and time you intend to drop off and pick up your cat. Drop off and pick up times are by appointment and must be arranged beforehand. Additionally, during peak periods, please consult the Peak Period Drop Off and Pick Up Times page for more information about our availability during peak periods. If the time you plan to pick up or drop off your cat is not convenient with us, please contact us on [email protected], or call us on 0411 311 311 and we can try to arrange an alternative time. If your preferred times are convenient for us, we are happy to work with you at no additional charge. Alternatively, you may wish to use our Boarding Drop Off and Pick Up Delivery service. If the time is possible but not convenient for us, then the following fees will apply, dependent on the period in which you are picking up or dropping off your cat.
| Drop Off/Pick Up Period | Charge for Irregular Pick Up/Drop Off Arrangements |
|---|---|
| If Drop off/Pick Up is convenient | Free |
| Standard periods | $20 |
| School Holiday | $35 |
| Public Holidays (Including Xmas and Boxing day) | $55 |
Due to the Easter long weekend, Christmas, and Boxing day being public holidays, even if you drop off your cat/s after 5 p.m. or pick your cat/s up before 10 a.m., you will be charged for those days.
Late Pick Up Fee
If you are picking up your cat/s at a date later than the end of your booking and you have not given us more than 48 hours’ notice of this change, a late pick up fee of an additional 50% of the applicable daily rates for the extra days your cats are staying will apply. This applies for both peak and off-peak periods. We often have back-to-back bookings, and accommodating cats for longer than expected can be difficult, particularly in peak periods.
Changing and Cancelling Bookings
If you wish to change, cancel, or discuss your bookings, please call or SMS me on 0411 311 311 or contact me through Facebook via the profile Melanie Martin, which has a lilac Burmese profile picture, and we can discuss your boarding adjustments or cancellations. While I do my best to check the spam and junk folders on a regular basis, sometimes emails go astray or are held back on a server level, and I may not be aware of your intentions. It is important that you receive a response via email or text message regarding your changes and cancellations or the incorrect cancellation fees may be charged.
If you cancel your booking too close to its planned commencement date, we may not refund your deposit, and in peak periods, additional late cancellation fees may apply or boarding rates will still apply for dates cancelled. As most of you are aware, peak periods book out months in advance, and we often end up turning people away. If people cancel at the last minute, we are unlikely to be able to fill the spot at such short notice.
Cancelling All or Part of Your Booking
For school holidays and peak periods, picking up your cat on an earlier date, or dropping off your cat on a later date than was confirmed in your booking boarding form is classified as a cancellation of part of your booking.
You may be wondering, “why does it matter if I drop my cat off late or pick my cat up early?” Reducing the length of your booking at short notice will affect other clients wanting spots that we may have turned away, especially during the busiest times of the year. We turn away many people interested in bookings during peak periods, because these periods are common times for people to take holidays. If you adjust your booking dates, it will mean that we have turned away other clients who would have appreciated that spot.
Non-Peak/School Holiday Period Cancellation Information
In non-peak or School holiday periods, if you cancel your booking within 7 days of the planned commencement date of your booking, then you forfeit your deposit. If you cancel your booking more than 7 days before the planned commencement date of your booking, and we have confirmed your change, your deposit will be refunded and no extra fees will apply.
| When the Cancellation Was Made (Relative to the Booking’s Commencement) | Deposit Forfeited or Refunded |
|---|---|
| More than 7 days before planned booking commencement | Deposit refunded |
| Within 7 days of planned booking commencement | Deposit forfeited |
Please keep in mind that this table only applies to bookings made in non-peak periods.
School holiday and Peak Period Cancellation Information
For bookings which include dates which fall in peak periods, (which are between the 20th December and the 15th January, and during the Easter long weekend) and school holidays, if you cancel your booking or part of your booking before the relevant booking finalisation date, your deposit will be refunded. However, if you cancel your booking or part of your booking after the relevant booking finalisation date, then your deposit may be forfeited, and a cancellation fee may apply depending on how close the cancellation is to the planned commencement of your booking.
If the cancellation is made before the relevant booking finalisation date, your deposit will be refunded and no additional fees will apply. If the cancellation is made between the booking finalisation date and 4 weeks before the planned commencement date, your deposit will be forfeited, while there will be no additional cancellation fees. If the cancellation is made less than 4 weeks before the planned commencement date, your deposit will be forfeited, and you will be charged additional cancellation fees according to how close the cancellation was made to the commencement date, as listed in the table below. The fees incurred are a percentage of the daily rate for only the days which were cancelled from the booking.
| When the Cancellation Was Made (Relative to the Booking’s Commencement) | Deposit Forfeited or Refunded | Cancellation Fees |
|---|---|---|
| Before the relevant booking finalisation date | Deposit refunded | None |
| Booking finalisation date – 4 weeks before planned commencement date | Deposit forfeited | None |
| 2 – 4 weeks before planned commencement date | Deposit forfeited | 60% of daily rate |
| 7 – 14 days before planned commencement date | Deposit forfeited | 75% of daily rate |
| Less than 7 days before planned commencement date | Deposit forfeited | 90% of daily rate |
An early pick up or a late drop off is also classified as a cancellation of part of your booking.
You may be wondering, “why does it matter if I drop my cat off late or pick my cat up early?” Reducing the length of your booking at short notice will affect other clients wanting spots that we may have turned away, especially during the busiest times of the year. We especially turn away a lot of people interested in Christmas, Post Christmas, New Year and January School holidays bookings. If you adjust your dates it will mean that we have turned away other clients that would have really appreciated a spot.
Extending Bookings
If you plan to extend your booking, either to lengthen the total duration of the booking or to bring forwards the commencement date of the booking, then the additional days will cost the relevant daily rates, if and only if we can accommodate your cats during those dates. It may not be possible to extend bookings, especially in peak periods, so please do not rely on this option being available to you.
If you wish to extend your booking, please contact us on [email protected], or call us on 0411 311 311 and we will do what we can to facilitate these arrangements. If extending the booking is not possible, we can recommend alternative boarding facilities or arrange for your other family members to pick your cat up.
If you plan to bring forwards the commencement date of a booking during a peak period while keeping the duration of the booking the same, then that is treated as a cancellation of part of your booking, a cancellation of those specific dates for which your cats were going to board with us, and the relevant cancellation fees may apply depending on when that change was made relative to the commencement date of your booking.
Extensions to your booking must be made more than 48 hours prior to the final date of your original booking, or 48 hours prior to the proposed new commencement date if you are bringing the commencement date forwards, and you must receive confirmation before the end of that booking, or else the additional days will be classified as a “late pick up”, and you will be charged accordingly.
Alterations to your booking require a confirmation via text message or email to be valid.