Terms & Conditions
ARRIVAL
1. All cats staying at West Grove must be up to date with their inoculations and will have recently had a suitable flea and de-wormer treatment (preferably no later than two days before arrival) - this is particularly important if your cat has access to the outdoors. Inoculation documentation must accompany your cat and be shown before entry to their pen. We will have to refuse any cat without this.
2. On drop off, each cat will be given a quick check to ascertain current health. We are looking for signs your cat may be showing any signs of illness. This is to protect the health of all other cats in our care. If your cat has seen a vet in the run-up to coming to stay with us, please provide us with all information necessary.
3. We do not allow cats to share a pen from different households. Multiple cat occupancies must already be living together. If you think they may not get along as they live quite independently - even in/out the same house, it is important you tell us at the time of booking. We reserve the right to split your cats up into separate pens in the event of any repeated excessive aggression - this means an extra fee will be incurred for the additional pen, upon your return.
4. Please check your carrying basket/box is completely lockable and safe/fit-for-purpose, before bringing your cat to us. We cannot be held accountable for a failure of the box/basket you choose to transport your cat. Our double-locking system and security policies whilst your cat is staying with us, ensures their safety to the highest standards and all of our staff are trained to maintain this high level, for peace of mind for both you and us.
5. We would like to make your life easier. If you need help from the car with anything - please ring the Cattery gate bell, or phone us from your car and let us know you've arrived - don't feel you need to struggle on your own.
6. It is important our diaries tally. Please help us check we have the correct dates for you before you leave your cat with us.
7. On Sundays, if we are not expecting any customers, our outside gates may be locked. It is important you let us know - ring or email if you decide you'd like to collect your cat early. So we can unlock them for you. (Usually open between 9.00-12.00pm Sundays)
DEPARTURE
1. Please let us know if someone else will be collecting your cat on your behalf. We cannot/will not hand over your cat to someone we do not know or are not expecting.
2. Please ensure you have all of your belongings upon departure.
3. Any cat not collected within two weeks of their arranged departure date without us receiving any contact or reason, will unfortunately have to be re-homed. Under these circumstances, we can only assume the cat has been deliberately abandoned. Please ensure we have an alternative emergency contact/s who could advise us, to help ensure this awful situation never occurs.
MEDICAL INFO
1. Annual inoculation boosters should be given no later than seven days before arrival. This is to ensure no reaction.
2. We are used to administering medication and this is no problem for us. Please let us know how you normally administer your cat's pills/drops/insulin and we will replicate here. All medication must be clearly marked with your cat's name and dosage. There is a charge for insulin administration, please see our price list.
3. If your cat seems unwell during their stay with us we will seek veterinary advice on your behalf. If this means a vet trip, then provided your vet's practice is within a reasonable distance (20 miles or so) we will make every effort to use your own vet. Otherwise we will endeavour to use a suitable close vet. Any costs incurred in this visit - vet's fees, transport fees (£10 minimum per trip ) and any other fees, is payable upon collection of your cat.
4. Your cat must be neutered/spayed if over the age of six months old when they stay with us.
BOOKINGS/FEES
1. Please note that during our busiest times, there will be no reduction in fees for early collection or late drop off. Fees are liable from originally booked dates unless a reasonable amount of notice is given. We are a small business with overheads and can lose a lot of money in people changing their minds at the last minute.
2. We have a minimum charge of three day's stay (animal boarding establishments usually charge by the day, not the night). Your cat may stay for one/two days if you wish, but the stay will be charged at three days.
3. As per our price list page, payment can be made either by on-line transfer (check for details - payment to reach us before collection/same day as collection), cheque or cash. The total paid will be for the agreed dates and any additional fees incurred - vets, flea or wormer treatments required. Please allow for this when collecting your cat if you choose to pay via cash - if uncertain, then please call us before collecting.
4. Please give us as much notice as possible when making or cancelling a booking. It is advisable to check our availability before confirming your holiday dates, as one day either side of your dates may make all the difference and avoid disappointment.
5. We may ask for a deposit to hold your pen during our peak periods. This is usually £50 or 50% of the length of stay (depending on duration). If you have stayed with us before, we do not need a deposit from you, but trust you will notify us as soon as possible if you need to cancel the booking, in line with our cancellation policy.
6. Cancellation fees apply if cancelling less than two weeks before your scheduled stay. Please see our price list. If we can re-let your pen to another customer (and we will always endeavour to do this), we will waive all/part of the cancellation fees as applicable.
FEEDING
1. We stock a huge range of dry and wet foods for your cat. We also stock a small amount of tuna, white fish and poached chicken breast - usually for fussy/senior cats. We cannot feed your cat solely on tuna and chicken however, without you making a contribution towards this extra cost and limited supply. By this, we mean please bring some chicken breasts or some tins of tuna etc - especially if your cat is staying with us for a long period of time and you know they will only eat this.
2. We are able to feed your cat prescription food, however, this must be provided. Please ensure sufficient quantity for duration of stay with us.