We want you to be sure that Lily’s retreat is the perfect choice for you and your cat(s) and are pleased to offer viewings which are by appointment. We accept bookings from one day to extended holidays. Short stays under 3 days incur a short stay charge to cover the increased cost of litter change and cleaning. At certain times of the year there is a minimum 7 or 14 days stay requirement.
HEALTH AND WELL BEING
In accordance with animal welfare, a condition of boarding is that your pet is in a fit and healthy condition and has proof of vaccination.
All cats must be vaccinated against feline enteritis and flu. Vets recommend that your cat is also vaccinated against feline leukaemia. Vaccinations must have been within the last twelve months and at least seven days prior to boarding.
Cats are boarded at the sole risk of the owner and whilst every care will be taken, Lily’s Retreat Cattery cannot be liable for illness, injury or death of any animal in their care.
Unneutered toms over the age of 6 months and unneutered females over the age of 8 months cannot be accepted.
If your cat should appear unwell whilst in our care, we will contact your vet if they are in our locality. If this is not possible we will enlist the services of our own vet (Wheelhouse Vets or Straid Veterinary Hospital) fees are at the expense of the owner. We will always attempt to contact you first or your representative for emergencies. However, if this is not possible (for example if it is an emergency and you do not answer your phone or are in a different timezone) then you agree by booking with us to accept vet charges incurred otherwise we will not be able to board your cat. Please review carefully the section headed DEFRA CONSENTS and ensure you are happy to book under these terms.
Any fees incurred as a result of a pre-existing condition will be the responsibility of the owner and must be paid for on collection.
PAYMENT AND CANCELLATIONS
All stays must be paid for in full at the time of booking. Please note that Christmas/New Year bookings are not refundable under any circumstances. All cancellations must be made in writing, preferably by email to firstname.lastname@example.org
Should you need to cancel, please let us know as soon as possible. We will release your booking for re-sale and if we are able to find a replacement booking, we will refund your payment. If we receive a new booking only for part of your stay we will give you a partial refund. We cannot guarantee that you will receive any refund, especially if you cancel at a very late stage. If you need a cancellation invoice for insurance purposes please let us know and we will be happy to provide one.
If you decide to collect your cat early, the balance of the unused booking is not refundable.
At this time, travel is more unpredictable than it used to be. Some clients have experienced flight cancellations for their return journey and we urge you to think about what you might do if this happens to you and we are full and unable to extend your cat’s stay. Do you have a friend or family member who would collect your cat and look after him/her for the short period until you are able to get home? Thinking about this in advance can avoid much stress if the worst happens. Some of our clients choose to book an extra day which they do not use but like to know they have a buffer. We leave the choice to you to decide which option is best.
We are unable to give refunds due to changing government travel regulations or if you or a member of your family contract Covid-19 and are unable to travel. Our normal cancellation policy will apply, i.e. if we are able to replace your booking we will refund your payment, or part payment if the replacement booking does not cover the full length of your original stay
FAILURE TO COLLECT
Should you fail to pick up your pet, we reserve the right to remove your cat if not collected within two weeks of the agreed pick up date and if all attempts to contact you or your emergency contact numbers have all failed to get a response.
Where cats from the same household are accommodated together in the same room, we reserve the right to separate the cats if necessary, i.e. if they are not getting along whilst in the cattery environment. The appropriate charges will apply.
An additional short stay fee of £25.00 applies to stays less than 3 days [this covers the cost of litter for the tray and cleaning.] Christmas and school holidays – minimum 7 day stay unless special arrangements are available for shorter periods – please ask.
Prices are inclusive of heating, premium brands of cat food and administration of medicines. You must ensure you complete the online profile for your cat and ensure feeding amounts and intervals are clearly specified in the Dietary Info field. We do not supply special diets and ask that you bring those with you.
Only cats from the same family home may share accommodation, at the owner’s request.
Public and Bank Holiday days incur an additional 100% charge for each day. Christmas Day, Boxing Day and New Year’s Day incur an additional 100% charge for each day.
CHECK IN AND CHECK OUTS
To avoid disturbance to our guests and congestion in reception we operate an appointment system for arrivals and departures. On weekdays we accept cats between the hours of 07:30 and 18:15 On Saturdays pickups and drop-offs are between and 08:30 and 09:30 or between 16:30 and 18:15, on Sundays we are only open between 16:30 and 18:15. If you arrive early, please do not ring the bell, but return during our opening times.
CONSENTS AS REQUIRED BY DEFRA
By signing these terms and conditions and making a booking at Lilys Retreat (Active Paws Ltd) you are consenting to the following:
If you have more than one cat, you consent to them sharing a suite (pen). If you do not consent to this you must book and pay for separate suites.
If you have more than one cat in a single suite, you consent to us separating your cats in the event that there are problems and this becomes necessary
If there is evidence of external parasites, such as fleas, ticks or lice, your cat must be treated with a product authorised by the Veterinary Medicines Directorate (VMD). The product must be licensed for use in the UK. You agree to pay the costs of this.
Should we become aware, or suspect that your cat is ill or injured, we will contact you or your nominated emergency contact and also contact a vet for advice immediately. We will record any instructions for treatment and seek further advice if there’s ongoing concern.
This treatment will only happen after either:
- having a consultation with a vet, using the product as directed, or
- getting written consent from you, the owner or your nominated person to treat the cat
If it becomes necessary, your cat(s) must receive preventative treatment by an appropriately competent person.
Any preventative treatment will be given with the written consent of you, the owner or your nominated emergency contact and under the direction of the vet.
When cats are boarding, then we will initially contact the vet that you have indicated in your online profile is your registered/nominated vet. If we are unable to use this vet (for example if it not local or practical for us to use, or if that vet is unable to offer an appointment) we will use our vet which is either Wheelhouse Vets (Chalfont St Giles, Amersham, Chesham or Beaconsfield) or Straid Veterinary Hospital in Beaconsfield. By signing these terms and conditions you agree for us to use our vets and that you will be responsible for all charges incurred on your behalf.
We will only administer medications with your prior consent and on your instruction. You agree to keep your cat’s online medical record on our booking system up to date at all times
In the unlikely event that your cat requires euthanasia whilst it is in our care, we will require your consent or the consent of your nominated emergency contact before allowing the procedure to take place, which can only be done by a registered vet. The only exception to this is if the registered vet considers it crucial for the welfare of the cat.
We ask you to indicate in the Notes section of your cat’s online profile on our booking system if you have any preferences for toys or interaction with your cat. Please ensure this is updated before each visit.
A current vaccination certificate.
Prescription food/ medication if applicable.
Favourite toys, blankets, brush.
Booking forms and additional sheet/s of information [ if applicable]
Day of arrival, day of departure and all days booked are charged for.
If you have any further queries including the availability of dates or would like to make a reservation, please email email@example.com as first point of contact. You can also call 01494-875986 or 07990-754824 although response can be a little slower to phone calls.
We reserve the right to charge for taking your cat to the vet, or for collecting medication on your behalf. By accepting these terms and conditions you agree to allow us to instruct a vet to administer emergency treatment on your behalf if we are unable to contact you for approval and for you to be liable for those charges in full.
We now offer an online booking option, visit www.lilysretreat.com and click on BOOK NOW