Terms & conditions

1. Bookings & Payments

1.1 Booking Deposits

• A 20% deposit is required to secure all bookings.
• Bookings are not confirmed until the deposit has been received.
• The booking deposit is non-refundable and non-transferable.
• The deposit reflects administrative costs, reserved accommodation, staffing allocations, and potential loss of business resulting from holding your suite.

1.2 Boarding Fees

• Boarding fees are charged per calendar day.
• The arrival day is charged as Day 1.
• The departure day is charged as the final boarding day.

1.3 Final Payment

• Full payment of remaining boarding fees is required no later than 14 days prior to arrival.
• Failure to pay by the due date may result in cancellation of the booking.

1.4 Outstanding Accounts

• Outstanding boarding fees remain payable prior to departure. Noosa Country Cat Hotel reserves the right to pursue recovery of unpaid accounts and associated costs.
• Ongoing overdue accounts may incur reasonable administrative and recovery costs.
• Clients with repeated late payments or repeated cancellations may be required to pay future bookings in full at the time of booking.

1.5 Extended Stay Fees

• Additional boarding days requested after commencement of a stay will be invoiced when the extension is approved.
• Extended stay fees are payable as invoiced and are not due at the conclusion of the booking.
• Extensions are considered a new reservation period and payment is required to secure the additional accommodation.
• Failure to pay extension invoices by the due date may result in cancellation of the extension request and/or recovery action for outstanding fees.

2. Cancellation & Refund Policy

2.1 Standard Accommodation

(Farmhouse Room)

• Cancellations made less than 14 full days prior to arrival will result in forfeiture of boarding fees paid.
• Standard accommodation is limited in availability and is reserved exclusively for the booked guest for the full duration of the stay, limiting the hotel’s ability to accept alternative bookings.
• Cancellations made more than 14 full days prior to arrival may be eligible for a credit for fees paid above the non-refundable booking deposit. Credits are issued at the discretion of Noosa Country Cat Hotel and are valid for 24 months from the original booking date.
• The 20% booking deposit remains non-refundable and non-transferable in all circumstances.

2.2 Exclusive Accommodation

(Farmhouse Cottage & Tiny Home)

• Cancellations made less than 14 full days prior to arrival will result in forfeiture of boarding fees paid.
• Exclusive accommodation is limited in availability and is reserved exclusively for the booked guest for the full duration of the stay, limiting the hotel’s ability to accept alternative bookings.
• Cancellations made more than 14 full days prior to arrival may be eligible for a credit for fees paid above the non-refundable booking deposit. Credits are issued at the discretion of Noosa Country Cat Hotel and are valid for 24 months from the original booking date.
• The 20% booking deposit remains non-refundable and non-transferable in all circumstances.

2.3 Refunds, Credits & Transfers

• Refunds, credits or transfers are not available once your cat has commenced their stay.
• Approved credits are valid for 24 months unless otherwise specified.

2.4 Travel Insurance

• Clients are responsible for arranging suitable travel insurance where desired.
• Noosa Country Cat Hotel is not responsible for losses arising from cancelled holidays, illness, travel delays, emergencies, or changes to personal circumstances.

2.5 Reserved Accommodation Policy

• Boarding fees are charged based on accommodation reserved, not accommodation used.
• When a booking is confirmed, the selected suite is reserved exclusively for your cat for the full duration of the agreed stay.
• Early departures, late arrivals, or changes to travel plans do not automatically entitle clients to refunds, credits or reduced boarding fees.
• This policy reflects the loss of booking availability, staffing allocation, preparation, consumable purchases and business opportunities associated with holding accommodation exclusively for your cat.

3. Arrival, Departure & Business Hours

3.1 Business Hours

• Noosa Country Cat Hotel operates Monday to Saturday.
• The hotel is strictly closed Saturday afternoons, Sundays and Queensland public holidays for arrivals and departures.

3.2 Guest Care & Supervision

• While guest arrivals, departures and communications are limited to business hours, guest care continues outside these hours.
• Guests are monitored and cared for around the clock as part of Noosa Country Cat Hotel’s established care routines.
• Business hours are in place to support consistent operations, maintain guest wellbeing, and allow staff to focus on guest care responsibilities.

3.3 Arrival & Departure Appointments

• Arrival and departure times are by appointment only.
• Clients must attend appointments on time to ensure smooth operation of the facility and minimise disruption to guest care routines.

3.4 Late Arrivals & Departures

• A $40 late fee may apply where clients arrive more than 30 minutes outside their scheduled appointment time without reasonable notice.
• A further $100 fee may apply where delays extend beyond business hours and additional staffing is required.
• After-hours arrivals and departures are not accepted.

3.5 Changes to Bookings

• Changes to booking dates should be communicated as early as possible and remain subject to availability.

4. Vaccination, Health & Behaviour Requirements

4.1 Vaccination Requirements

• All cats must be desexed and fully vaccinated unless a veterinary exemption is provided.
• A current vaccination certificate (minimum F3) must be provided prior to or upon arrival.

4.2 Health Requirements

• Cats must arrive in good general health and free from contagious illness.
• Noosa Country Cat Hotel reserves the right to refuse admission, require veterinary clearance, or require collection of any cat displaying signs of illness, injury, parasites, severe stress, or behavioural concerns.

4.3 Medical Conditions

• Owners must disclose all known medical conditions, behavioural concerns, and medication requirements at the time of booking.
• Failure to disclose relevant medical or behavioural information may result in refusal of future bookings.

4.4 Flea, Tick & Worm Prevention

• Cats must receive veterinary-grade flea treatment at least 7 days prior to arrival.
• Cats staying longer than one month must supply an additional dose for ongoing protection.
• Flea collars are not accepted.

4.5 Indoor Quarantine Requirement

• Cats who roam outdoors or are left unattended outdoors must remain strictly indoors for a minimum of 7 days prior to arrival.

4.6 Aggressive Behaviour

• Cats displaying aggressive or dangerous behaviour may be isolated, transferred to veterinary care, or refused ongoing boarding where necessary for the safety of staff and other guests.
• Any associated veterinary or handling costs remain the responsibility of the owner.

4.7 Health & Suitability for Boarding

• To ensure the welfare of all guests, Noosa Country Cat Hotel can only accept cats whose care requirements can be safely managed within a boarding environment.
• We are unable to accept cats requiring intensive nursing care, continuous monitoring, frequent veterinary intervention, or those considered to be at or approaching end-of-life. This may include, but is not limited to:

• 4.7.1 Cats receiving palliative or hospice care.
• 4.7.2 Cats with terminal illnesses.
• 4.7.3 Cats experiencing significant mobility impairment.
• 4.7.4 Cats requiring intensive medical management beyond routine medication administration.
• 4.7.5 Cats with uncontrolled pain, severe cognitive decline, or rapidly deteriorating health conditions.
• 4.7.6 Cats whose quality of life may be compromised by a boarding environment.

• Noosa Country Cat Hotel reserves the right to decline or discontinue boarding where it is considered that a cat’s medical, behavioural or welfare needs cannot be safely within the facility.
• In these circumstances, veterinary boarding, in-home care, or specialist nursing care may be more appropriate.

4.8 Accuracy of Information

• Owners are responsible for ensuring all information provided at the time of booking is accurate and complete.
• Noosa Country Cat Hotel accepts no responsibility for issues arising from incomplete, inaccurate or undisclosed medical, behavioural, dietary or contact information.

4.9 Biosecurity & Infectious Disease

• Noosa Country Cat Hotel reserves the right to refuse admission, isolate, or require collection of any cat suspected of carrying a contagious illness, parasite infestation, or infectious disease that may place other guests at risk.
• Any costs associated with isolation, veterinary assessment or treatment remain the responsibility of the owner.

5. Food & Feeding Policy

5.1 Owner-Supplied Food

• Owners may supply their cat’s preferred food for the duration of the stay.
• Sufficient food must be provided where feeding specialised brands not stocked by the hotel.

5.2 Raw Feeding Policy

• Raw meat products not labelled safe for pet consumption or not appropriately heat-treated will not be fed.
• This policy complies with food safety obligations and Australian Standard AS5812.

5.3 Food Storage

• All owner-supplied food must be securely packaged in sealed containers suitable for storage.

5.4 Additional Food Charges

• Additional fees may apply where staff are required to source specialised food products during a guest’s stay.

6. Medication & Veterinary Care

6.1 Medication Administration

• Medication administration fees may apply where ongoing treatment is required during boarding.
• Medications must be clearly labelled and supplied in appropriate quantities for the duration of the stay.
• While every reasonable effort will be made to administer medications as directed, Noosa Country Cat Hotel accepts no liability for complications arising from undisclosed medical conditions, inaccurate instructions, or circumstances beyond its reasonable control.

6.2 Veterinary Treatment

• If veterinary treatment becomes necessary, Noosa Country Cat Hotel will make reasonable attempts to contact the owner or nominated emergency contact.
• Where immediate veterinary care is considered necessary, the owner authorises Noosa Country Cat Hotel to seek treatment in the best interests of the cat.
• Owners remain responsible for all veterinary costs incurred during a guest’s stay, including consultation fees, medications, transport, after-hours call-outs and emergency treatment.

6.3 Emergency Contacts

• Owners must provide at least one emergency contact authorised to make decisions on their behalf if they are unable to be reached.
• Owners must ensure emergency contact details remain current and valid throughout the boarding period.

7. Bedding, Cleanliness & Pest Control

7.1 Bedding

• Small washable bedding and blankets from home are permitted at the owner’s risk.

7.2 Cleaning Fees

• Additional cleaning fees may apply where excessive soiling, damage, fleas, ticks or mites are introduced by a guest or their belongings.
• Charges reflect the actual cleaning, treatment and labour costs incurred.

8. Liability & Risk

8.1 Limitation of Liability

• While Noosa Country Cat Hotel takes all reasonable care in providing a safe and professional boarding environment, boarding animals carries inherent risks including illness, stress, injury, escape, or unexpected medical complications.
• To the extent permitted by law, Noosa Country Cat Hotel is not liable for loss, injury, illness, death or damage arising from circumstances beyond its reasonable control.

8.2 Emergency Situations

• In emergency situations, owners authorise Noosa Country Cat Hotel to act in the best interests of their cat where the owner cannot be contacted promptly.

8.3 Personal Property

• Bedding, toys and personal belongings are left at the owner’s risk.

8.4 Circumstances Beyond Reasonable Control

• Noosa Country Cat Hotel shall not be liable for delays, interruptions or inability to provide services arising from circumstances beyond its reasonable control, including but not limited to natural disasters, severe weather events, power outages, government restrictions, disease outbreaks, veterinary emergencies or other unforeseen events.

9. Uncollected Cats

• Where a cat remains uncollected and boarding fees remain unpaid, Noosa Country Cat Hotel will make reasonable attempts to contact the owner and emergency contacts provided.
• If no contact or resolution is achieved within 14 days, Noosa Country Cat Hotel reserves the right, subject to applicable laws, to arrange alternative care, rehoming or surrender through an approved rescue organisation.
• Any costs incurred remain payable by the owner.

10. Client Conduct

10.1 Respectful Communication

• Noosa Country Cat Hotel maintains a zero-tolerance policy toward abusive, threatening, defamatory, harassing or aggressive behaviour toward staff.

10.2 Refusal of Service

• Noosa Country Cat Hotel reserves the right to refuse or cancel bookings where client behaviour is considered unsafe, abusive or unreasonable.

10.3 Photography & Social Media

• Noosa Country Cat Hotel may photograph or film guests during their stay for marketing, website and social media purposes.
• By boarding with Noosa Country Cat Hotel, owners consent to photographs and videos of their cat being used for marketing, website and social media purposes unless written notice is provided prior to arrival.
• While we regularly share photos and videos of guests, individual updates, photos, videos or progress reports are not included as part of boarding services and cannot be guaranteed.
• Individual welfare updates, photographs, videos, text messages or telephone reports are not included as part of standard boarding services and may not be available upon request.
• The absence of updates should not be interpreted as cause for concern. Owners will be contacted promptly should any welfare concerns arise during their cat’s stay.

11. Changes to Terms & Conditions

• These Terms & Conditions may be updated from time to time.
• Clients are responsible for reviewing the current Terms & Conditions prior to each booking.

12. Copyright

• All images, branding, website content and written material associated with Noosa Country Cat Hotel remain the property of Noosa Country Cat Hotel and may not be reproduced without written permission.

13. Governing Law

• These Terms & Conditions are governed by the laws of Queensland, Australia.