Terms & Conditions
A Legal Disclaimer
XMMO Cat Hotel & Spa (hereinafter “XMMO”) provides grooming, boarding, and related pet care services in accordance with industry standards and best practices. While every effort is made to ensure the safety, comfort, and wellbeing of all cats under our care, XMMO, its owners, employees, and representatives shall not be held liable for any loss, injury, illness, or death that may occur during or as a result of our services, including but not limited to incidents arising from underlying medical conditions, behavioral issues, stress-related responses, or natural causes.
All services are rendered at the sole risk of the pet owner. Clients are required to disclose any known medical or behavioral conditions of their cat(s) prior to service. XMMO reserves the right to refuse service or end a service early if we believe the cat poses a risk to itself, other animals, or our staff.
By using our services, you acknowledge that you have read, understood, and agreed to the full Terms and Conditions provided by XMMO. This disclaimer is subject to change without prior notice.
Terms & Conditions - Grooming Services
Admission
When making a grooming booking, it is compulsory for clients to complete the Assessment Form, read and sign our Grooming Terms and Services in order to get their booking accepted and confirmed.
Matted Cat Policy
At XMMO, we prioritize the well-being and comfort of your feline companions during grooming sessions. To ensure the safety of your cat and maintain the quality of our services, we have implemented the following policy regarding matted coats:
Mat Removal Approach:
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Severely matted coats pose risks to your cat's health and may cause discomfort. In cases of extensive matting, our grooming team may recommend shaving (lion clip) for your cats. We still charge de-matting services on top of the shaving.
Risks Involved:
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Mat removal procedures carry inherent risks, including the potential for nicks, cuts, or abrasions, particularly in areas with underlying skin conditions such as warts or moles. Additionally, moisture trapped within mats can lead to skin irritations or bacterial infections. XMMO will not be held responsible for any injury sustained while grooming a matted cat, including any after effects. In the event that we need to bring your cat to the vet due to injuries, all vet bills will be responsible by the owner of the cat.
After Effects:
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Following mat removal, your cat may experience temporary side effects such as itchiness, redness, or self-inflicted irritation. Hair regrowth may also vary depending on individual factors.
Prevention and Regular Grooming:
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Preventative measures play a crucial role in minimizing matting. We strongly encourage regular grooming appointments every six weeks to maintain a healthy coat and prevent severe matting.
Owner Responsibility:
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It is the owner's responsibility to schedule regular grooming appointments and engage in at-home grooming practices to prevent matting. We will not continually de-mat your cat as we want to work with responsible cat owners.
Acceptance of Risks
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Although accidents are very rare, there is always a risk when dealing with cats. Grooming equipment can be sharp, and although we use extreme caution and care in all situations, possible accident could occur including cuts, nicks, scratches, quicking of nails etc. In most cases, this can happen when a cat is wiggling, moving around or trying to jump away. Any incident, no matter how small, will be communicated to the cat owner. If necessary, XMMO will transport your pet to the closest veterinarian or a nominated one. Any veterinary bills resulting from accident incurred during the grooming process will be the sole responsibility of the owner. Your cat’s safety and comfort is our number one priority.
Medical Emergencies and Heart Conditions
XMMO Cat Grooming Salon prioritizes the health and well-being of all cats in our care. However, some cats may have underlying medical conditions, including undiagnosed heart disease, that can result in sudden health emergencies such as heart attacks.
In the unfortunate event that a cat suffers a fatal heart attack while grooming at XMMO, we will take all reasonable measures to provide emergency assistance. However, XMMO cannot be held liable for any death caused by natural causes, pre-existing medical conditions, or sudden health complications beyond our control.
By signing this agreement, the pet owner acknowledges and accepts that XMMO is not responsible for unforeseen medical emergencies, including fatal heart attacks, that may occur during the groom.
Dangerous/Aggressive Animals and Behavioural Issues
Disclosure of Behavioural History
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Owners are required to disclose any known aggressive tendencies or behavioural issues when scheduling appointments to ensure appropriate precautions can be taken. There will be a hard handling fee charge on cats displaying signs of aggression or danger, such as hissing, growling, scratching, or biting.
Handling Procedures:
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In cases where a cat exhibits aggressive behavior, our staff will take appropriate measures to ensure the safety of both the cat and the groomer.
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Aggressive cats may require additional handling equipment, such as muzzles or anti-biting collar or restraint devices, to safely perform grooming procedures.
Refusal of Service:
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In the event that a cat's behavior poses an unreasonable risk to the safety of our staff or other animals, we reserve the right to refuse grooming services.
Partial Charges:
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If grooming is halted due to aggressive behavior displayed by the cat, the salon reserves the right to charge 70% of the total cost of the grooming service.
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This partial charge covers the time and resources invested by the groomer up to the point of interruption.
Client Cooperations
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In the event that grooming needs to be stopped due to aggressive behavior, the client will be promptly notified.
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The client will be informed of the reason for the interruption and any observations made by the groomer regarding the cat's behavior. We ask clients to kindly accept our information about their cats’ behaviours during the grooming session. Cats’ changes of behaviours are vary and they might react differently each time they get groomed even through the same grooming procedures.
Allergy to Shampoo and Grooming Products Policy:
At XMMO, we use hypoallergenic shampoos and conditioners, which are suitable for cats that have sensitive skins. Please understand that there is still potential risks of allergies, so that we have the allergies policy below:
Disclosure of Allergies:
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Clients are required to disclose any known allergies or sensitivities that their cat may have to grooming products at the time of booking the appointment.
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This information will enable our grooming staff to select appropriate products and take necessary precautions to minimize the risk of allergic reactions.
Client Responsibility:
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By booking an appointment at our salon, clients agree that they have disclosed any relevant allergy information and understand the potential risks associated with grooming procedures.
Disclaimer:
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While we take all necessary precautions to minimize the risk of allergic reactions, we cannot be held liable for any allergic reactions or adverse effects that may occur during or after the grooming session.
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Clients understand that they are responsible for any veterinary bills or expenses incurred as a result of allergic reactions to grooming products used at our salon.
Terms & Conditions - Boarding Services
Overview
These terms and conditions apply to all users of this website and boarding services provided by us.
Requirements
Indoor Cats
We only accept indoor desexed cats for boarding with us.
Flea Treatment
Topical spot-on flea treatment is compulsory at arrival.
Age
We accept cats aged above 8 weeks of age for boarding.
Vaccination
In accordance with the Australian Veterinary Association (AVA), all cats lodging at any XMMO Hotel must possess a valid F3 vaccination for the entire duration of their reservation.
Kittens above 8 weeks of age at admission must have received at least 1 vaccination shot covering the duration of stay.
Adult cats must have received the full course of vaccination shots, with the most recent vaccination covering the duration of stay, or have a valid titter antibody blood test result displaying sufficient antibodies of the F3 vaccine.
If your cat is ineligible for vaccination, a veterinarian’s note stating the reason for exclusion from the vaccination schedule must be submitted. It must certify your cat fit for boarding for the duration of your cat’s stay.
Sterilization
If your cat is above 8 months of age of displaying signs of sexual maturity (ie. marking, spraying), it must be sterilized.
Parasite-Free
These include, but are not limited to fleas, ticks, ear and fur mites, ringworm, coccidia and giardia. We require your cats to have a pipette of spot-on parasite treatment applied at arrival when check in. Accepted brands include Advocate, Broadline, Frontline, Revolution and Revolution Plus.
Health Status
Your cat should be free of illness and injury at the point of check-in. If your cat has recently recovered from illness and/or injury (ie. within the past 30 days), you should obtain a written note from your preferred veterinarian to certify your cat is fit to board at XMMO.
Special Consideration
Acceptance of Veterinarian written note
In some cases, we may accept a written note issued by a Veterinarian, superseding our Boarding Requirements, thereby declaring the cat to be suitable to enter a shared cat boarding facility. These scenarios include:
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The cat being unsuitable to receive a vaccination or booster shot for health/age-related reasons
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The cat having just recovered from an illness, bacterial, viral or fungal infection (etc. ringworm)
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The cat having just recovered from a parasite infestation (etc. fleas, ticks, mites)
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The cat develops skin allergic to topical spot-on preventives (etc. Frontline, Revolution)
Special consideration for kittens
A kitten shall be defined as any cat below 12 months of age.
Kittens below the age of 4 months are often very active, happy to explore new environments and sociable! However, because of their young age, they are prone to falling ill more easily as compared to adult cats.
We always recommend that clients with kittens (defined as below 12 months of age) complete a full vaccination schedule prior to entering our facilities. This can be done at your local veterinarian when they are of:
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8 weeks of age
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12 weeks of age
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16 weeks of age
If your kitten is unable to produce proof of completion of its vaccinations, your veterinarian must provide a written note stating that it is suitable for boarding despite the incomplete vaccination course. Our caretakers may advise that they are confined in their cabins for the duration of their stay for their own health and safety.
Special consideration for senior/geriatric cats
A senior cat shall be defined as any cat above 12 years of age.
Some senior or geriatric cats may have lived most of their lives indoors. At trips to the vet, your veterinarian may have recommended against vaccinating your senior cat.
For senior cats whose veterinarians do not recommend vaccination booster shots, we are happy to accept a written note declaring that your cat is suitable for boarding and compliant with our terms of stay.
General Terms and Conditions
Agreements
Owners guarantee the accuracy of all information provided in the boarding form. By signing this agreement, the owner agrees to all terms and conditions.
Disclosure of Information
XMMO and staffs are not trained veterinary staff. You understand that we are not qualified to interpret medical test results, diagnose cats in our care, or make assumptions regarding their health status unless certified otherwise by a licensed veterinarian and/or as disclosed in writing.
Acceptance of Risk
You understand that bacteria, virus, fungus and parasites can go undetected in cats that do not show signs of active infection or illness, and that it is impossible to rule out the possibility of your cat possessing allergies, underlying, chronic or long-term conditions that remain undiagnosed. While we do our best to ensure the utmost cleanliness of our facility, in engaging our services, you acknowledge that animals are unpredictable and that there is a possibility of death, injury, sickness or illness to the cat, or to another animal or person.
Therefore, as in respect of the services we provide, you waive and release XMMO and its staffs from any and all claims, actions, damages or liability for injury, death, sickness or illness suffered by the cat while in the care of the XMMO or otherwise relating to the care, control, health and/or safety of the cat arising from pick up, transport, drop off and/or stay at or use of our facilities.
Medical Emergencies and Heart Conditions
XMMO Cat Grooming Salon and Boarding prioritizes the health and well-being of all cats in our care. However, some cats may have underlying medical conditions, including undiagnosed heart disease, that can result in sudden health emergencies such as heart attacks.
In the unfortunate event that a cat suffers a fatal heart attack while boarding at XMMO, we will take all reasonable measures to provide emergency assistance. However, XMMO cannot be held liable for any death caused by natural causes, pre-existing medical conditions, or sudden health complications beyond our control.
By signing this agreement, the pet owner acknowledges and accepts that XMMO is not responsible for unforeseen medical emergencies, including fatal heart attacks, that may occur during the stay.
Illness During Boarding
If at any time your pet is found to be ridden with parasites, illness, injury or disease, it will be confined to its lodging premise for treatment. If the condition is determined to be infectious in nature, your pet will have to be relocated, or returned to the owner or the appointed agent.
Medical Treatment During Boarding
In the event that your pet should require medical treatment while in our care, we shall request that you allow our caretakers to a) save your pet at all costs, b) provide medical treatment within a specific budget, or c) do not provide the pet with any medical attention.
All expenses incurred by your pet, including but not limited to transportation costs, grooming and veterinary bills must be paid in full or reimbursed at checkout. Service fees may also apply.
Payments
Full payment during the entire booking period is due at arrival when checking in.
Modification, Cancellation and Refunds
What if I need to amend or cancel my reservation?
Please contact our team for modifications or cancellations pertaining to your reservation. Modifications of your cat’s stay including extension can be made free of charge, subject to availability.
For cancellations in peak periods and holiday bookings, the amount paid as deposit is non-refundable.
We do not provide refunds for unstayed days within a reservation when customers shorten their stays.
Abandonment of Cat
The Hotel will attempt to contact the owner or the Responsible Party by telephone and/or in writing using the information provided with the following advice:
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If the pet is not picked up after 7 days of the scheduled check out date, it will be deemed to be abandoned
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The pet may be surrendered to the relevant authorities or re-homed at XMMO’s discretion
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The owner may lose ownership of the pet
In this case, XMMO is released from further liability and responsibility for the pet, and the owner remains liable to XMMO for all unpaid charges.
Miscellaneous
The Owner agrees to allow XMMO to use the Pet’s name and any images or likeness of his or her pet taken while the pet is at XMMO facility, in any form or format, for use, at any time, in any media, marketing, advertising, illustration, trade or promotional materials.