Cancellation & Refund Policy

Our cancellation and refund terms

Our policy is designed to be fair to both cat parents and bbcat. Here is how cancellations and refunds work for all bookings.

1. Refundable services: Boarding (Standard and Private Room) and Oral Medicine are refundable per the schedule below.
2. Non-refundable add-ons: Spa Experience, Cat Chauffeur Service, and Meal Package are non-refundable once your booking is confirmed (i.e., once you have paid your invoice).
3. Full refund: 100% refund of refundable services if you cancel at least 48 hours before your scheduled drop-off date.
4. Within 48 hours of drop-off: Refunds for refundable services are at our discretion, taking the circumstances into account. We'll always try to do the right thing.
5. Early pick-up: If you pick up your cat earlier than the booked end date, we may refund the unused boarding nights at our discretion. Add-ons already provided (Spa, Chauffeur trips already taken, Meals already served) remain non-refundable.
6. Incompatibility or safety concerns (bbcat decision): If we determine our home is not suitable, or your cat's safety or well-being is at risk, we may end the stay early. A pro-rated refund for unused boarding nights will be issued.
7. Health or safety cancellation (bbcat decision): If your cat shows signs of illness, or behaviour that compromises the safety or comfort of the other cats in our home, we may end the stay early. A pro-rated refund for unused boarding nights will be issued.
8. Emergency cancellations by bbcat: If we have to cancel due to circumstances on our end, we'll offer a full refund or rescheduling.
9. Refund processing: Refunds are processed within 6 business days after the cancellation is confirmed and (where applicable) your cat is picked up.

For the full terms of service, please see our Terms and Conditions.