Reservations

Bookings can be made online on our website. We will confirm your booking between 24 and 48 hours.

Cancellation Policy & Refunds 

We plan and prepare for your cat’s stay as soon as a booking is confirmed. As such, any cancellation will disrupt our work and operations. 

Modifications and cancellations are accepted up to 72 hours before your cats stay. This is subject to availability. Your booking will be converted to hotel credits for future stay with us.

Blackout dates and peak season bookings are strictly non-refundable.

Please refer to full Terms & Conditions for details and final policy.

Check-in / Check-out 

We open from 9.00 am to 6.00 pm daily, Mondays to Sundays (including Public Holidays). Entry is by appointment only.

Please book all check-in and check-out slots in advance.

• Check-in: 3.00 – 5.00 pm (Early check-in available from 11.00 am – before 3.00 pm). $30/room applies.
• Check-out: 10.00 am – 12.00 pm (Late check-out available until 5.00 pm). $30/room applies.

 

Rejection at Check-In

Your cat may be rejected at check-in if he/she does not meet and fulfil the Physical Examination, Admission Criteria and/or Boarding Requirements.

 

Complimentary & Additional Services

Our cabins and rooms include complimentary services and amenities. Additional services are available at additional charges.

  

Medical Issues and Emergencies During Boarding Period

The owner is required to give consent on the medical treatment for your cat/s in the event of illness, injury, parasite, disease and/or emergency. This consent would include, but not limited to:

• Preferred veterinarian and/or emergency hospital
• Treatment budget and payment method
• Administration of over-the-counter medication
• Provision of nursing care

In a life-threatening situation, we will take your cat/s to the nearest available veterinary hospital immediately. All costs, including veterinary bills, diagnostic tests, medication, and transport, will be borne by you. 

All expenses may be paid by the owner directly to the veterinarian, hospital or third-party medical professionals, or reimbursed immediately to The Pet Heroes Pte. Ltd. upon incurrence.

 

Illness or Injury During Boarding Period

In the event your cat/s are diagnosed with an illness, injury, parasite or disease, we will relocate and/or confine your cat/s to the dedicated accommodation area for medical care and treatment.

For infectious contagion, we will relocate your cat/s including returning to the owner, appointed contact, appropriate agent and/or the authorities.

 

Acceptance of Risk 

We adhere strictly to the boarding requirements by AVS. We do our utmost to ensure and provide the highest level of safety, security, care and hygiene for your cat/s.

You understand that we are not trained veterinary staff and we are not qualified to interpret medical test results, diagnose cat/s under our care, or make assumptions and decisions regarding health status. 

There is a possibility, despite best efforts, that bacteria, viruses, fungi and parasites may not be detected at check-in. Cat/s may also have undiagnosed and/or underlying, chronic or long-term allergies and/or conditions. They may not exhibit or display signs of illness and/or infection.

You therefore understand that there is an inherent risk to your cat/s of death, injury, illness or sickness to your cat/s, to another animal or person, during their stay at our facility.

You hereby waive and release our company and employees from any claims, damages and/or liabilities for any death, sickness, illness or injury that may occur while your cat/s is in our care, except in cases of gross negligence or wilful misconduct on our part.

 

Abandonment of Cat

If the cat is not picked up within 24 hours of the check-out date and time, despite reasonable efforts to contact you, your cat/s will be deemed as abandoned. With this, we reserve the right to rehome your cat/s, accompanied by the personal belongings.

You remain liable to the Company for all unpaid charges, as well as fees associated with the rehoming.

The Company and employees will be released from any or further liability and responsibility to you, and for your cat/s.

 

Disclosure of Information & Record Keeping

You agree that all information disclosed to the Company for the purpose of boarding your cat/s will be kept for two years from the last day of boarding.

Information shall include, but not be limited to contact details, medical status and medical records, etc.

• Disclosure to Authorities (eg: AVS and NParks) will be given whenever requested without a need for prior permission from you.
• Disclosure to third parties are permitted only with your prior written consent, except where legally compelled to disclose such information.