Terms & Conditions

1. Agreement to these Terms

When you submit a booking request, purchase a Member Pass, or otherwise use our services or website (meowhomez.ca), you accept these Terms. Please only book if you agree with them, and please reach out first if you have any questions.

By booking, you confirm that:

• you are 18 years of age or older; and
• you are the legal owner of the cat(s) you are booking for, or you have the owner's express authority to make decisions about their care.

In these Terms we call the person who books and is responsible for the cat the guardian (“you”, “your”). Each booked period of care is a stay.

2. Our services

Meow Homez provides cage-free, whole-house group boarding. Guest cats are not kept in cages or kennels; they share the supervised common spaces of our home, with room to roam, climb, nap, and be social at their own pace.

Every stay includes:

• daily feeding, fresh water, litter care, play, and companionship;
• attentive supervision and monitoring of each guest's comfort and health;
• photo and video updates during the stay: Monday to Friday, except public holidays, with the included Moments vault, and every day, weekends included, with Memories or Forever; and
• a private online gallery of your cat's photos (see Section 11).

We are a boarding home, not a veterinary clinic: we do not provide veterinary treatment, grooming, or behavioural therapy. We share photo and video updates throughout the stay as the moments happen. Cats set their own pace, and some days offer more photogenic moments than others.

3. Bookings, acceptance & payment

3.1 Booking requests and acceptance

Every booking is a request until we accept it. Acceptance may be automatic, or may follow a short review, for example for a first stay, a vaccination check, or to make sure the group is a good fit. We may decline a request at our reasonable discretion; if we do, nothing is owed for that request and any amount already collected for it is returned or credited.

3.2 Prices

The price for your stay is the price displayed at the time of booking. Premiums may apply for statutory holidays and other high-demand dates, and are shown in your quoted total before you confirm.

3.3 Payment

We accept payment by the method we confirm with you when we accept your booking or a change to it, and by account credit or Member Pass balance (see Section 5). Online payments are processed securely by our payment processor, Helcim. Available balances are applied automatically in this order:

1. account credit;
2. Member Pass balance;
3. the confirmed payment method for any remainder.

A processing fee of up to 4%, charged by our payment processor, may apply to some online payments; if it does, it is shown before you pay. Your booking is confirmed once we accept it and, where payment is due before drop-off, once it is paid in full or fully covered by your credit and pass balances. Any payment due must be settled before or at drop-off, as we confirm with you.

4. Cancellations, reschedules & extensions

Plans change, and we understand. Cancellations, reschedules, and extensions are requests, and approved changes take effect once we confirm them. Reschedules and extensions are subject to availability, so the earlier you ask, the more we can do.

• Cancelling a booking. You may cancel a confirmed booking at any time, from your booking page or by messaging us. Anything you have already paid for that stay is returned to you as account credit (see 5.2), and any Member Pass balance used for it is returned to your pass. Account credit does not expire, and it is applied automatically to your next booking before any card payment.
  • If we cancel. If we ever have to cancel a stay, everything you paid for it is returned to you as account credit (see 5.2), and any Member Pass balance used for it is returned to your pass.
• Your prices are locked. A booking keeps the prices in force on the day you made it, including the food and litter discounts, for the whole stay and for any reschedule or extension of it, until your cat goes home. If our prices change after you book, your booking is not affected. For Member Pass holders, your pass day rate and pass food and litter discounts apply to every night up to your pass's end date; any nights after it are charged at the regular prices in force when you booked.
• Repricing. An approved change may reprice the stay for the new dates, at your locked prices (including any holiday or high-demand premiums those prices included). If the new total is lower, the difference is issued to you as account credit. If it is higher, the difference is payable as a top-up before the change is confirmed.
• Extensions. While a stay is in progress you may ask to extend the pick-up date or time. Approved extra time is charged at your booking's locked prices (see above) and is payable before pick-up.
• Estimates. Any quote or estimate shown in the booking app or sent to you, including for a reschedule or extension, is a good-faith guide and not a fixed or maximum price. The final amount may be higher or lower, for example if the request changes, services, supplies or care needs are added, the estimate contained an error, or other circumstances apply. If we need to charge more than an estimate we sent, we will tell you before the difference is charged.
• No-shows. If you do not arrive for a scheduled drop-off and have not contacted us, the fees for the reserved stay may be retained, since the space was held for your cat.

5. Member Passes & account credit

5.1 Member Passes

A Member Pass is a prepaid boarding balance purchased at preferred rates. Member Passes:

• are personal and non-transferable: they belong to the purchaser's account and may not be sold, shared, or transferred;
• are valid for the validity window shown at purchase, and unused balance expires at the end of that window in accordance with the pass terms presented when you bought it;
• have their balance drawn automatically toward eligible bookings, after any account credit and before any card payment;
• when you buy a new pass, any balance left on your previous pass is carried over and added to the new pass's balance.
• Extra cats. When a booking has more than one cat, each additional cat is charged the lower of its Member Pass rate and our Sibling rate, the extra-cat day price published on our Pricing page. The two discounts are never combined on the same cat. Your Member Pass balance pays for every cat on the booking.

5.2 Account credit

Account credit is a balance on your Meow Homez account, for example from a cancelled stay, an approved change that lowered a stay's price, or a payment larger than the amount due. Credit is applied automatically to your future bookings before any other payment method.

Account credit issued as a refund, whether for a cancelled stay or an approved change that lowered a price, does not expire. It is not a promotional credit. The rewards terms in 16 do not apply to it.

Neither account credit nor Member Pass balances are redeemable for cash, except where the law requires otherwise.

5.3 Referral program

Every customer has a personal referral code. By sharing or using one, you agree to the following:

• Your friend. A new customer who enters your code when booking gets 10% off their first booking, up to $50, when that booking is $100 or more. A code cannot be used by an existing customer, or on your own booking.
• You. Only once your friend has booked and paid that booking of $100 or more do you earn one referral reward: 10% off one future stay, up to $50, with no minimum. Each paid referral earns one reward.
• Current rules. The percentages, minimum and maximums above are the ones in effect today; the Referrals page always shows the current figures. A change applies to codes used and rewards earned after it.
• Using a reward. You choose to use a reward when you book. It is held for that booking and used when the booking is paid. If that booking is cancelled, the reward is returned to your account.
• One discount at a time. A referral discount or reward is never combined with a discount code on the same booking.
• No cash value. Referral discounts and rewards are not money. They cannot be redeemed or exchanged for cash, and cannot be transferred to another person or account. Referral rewards do not expire.
• Fair use and changes. Rewards obtained through error, abuse or self-referral may be voided. We may change or end the program at any time; rewards already earned remain usable.

6. Vaccination & health requirements

Because our guests share a home, a few health requirements protect every cat in our care, including yours.

• We may refuse drop-off if valid vaccination certificates have not been provided. Because the space was reserved for your cat, fees for the booked stay may still apply.
• Cats must be free of contagious illness and parasites (including fleas, ticks, and worms) at drop-off.
• Under our current policy, we are unable to board cats who need daily medication. If your cat's needs change before a stay, please tell us so we can advise whether boarding is still a good fit.
• You agree to disclose truthfully and completely any health or behavioural conditions: illness, injury, medication, past aggression, or anything else a careful boarding host should know. We rely on this information to keep everyone safe, and we are not responsible for harm that results from information that was withheld or inaccurate.

7. Group boarding & assumption of risk

The open, social setting is what makes Meow Homez feel like home rather than a kennel. We screen every cat before admission and supervise the group carefully. Even so, no group setting can be entirely risk-free, and some risks are inherent to cats sharing a space:

• stress-related behaviours in a new environment, such as hiding or a temporarily reduced appetite;
• minor scuffles or rough play between cats; and
• transmission of illness between cats, which can occur even among vaccinated cats.

8. Veterinary care & emergencies

If your cat becomes unwell or is injured during a stay, their wellbeing comes first.

• You authorize us to seek veterinary care, including transport to a clinic or emergency hospital, whenever we reasonably believe it is necessary.
• Whenever circumstances allow, we will attempt to contact you first, and then your emergency contact. In a genuine emergency we may act immediately and update you as soon as possible.
• Veterinary and transport costs are your responsibility, payable at pick-up or when invoiced.
• We make emergency decisions in good faith and with reasonable care, and we are not liable for the outcomes of veterinary treatment or of good-faith emergency decisions made on your cat's behalf.

9. Drop-off, pick-up & late pick-up

Drop-off and pick-up happen at the times scheduled in your booking, within our daily windows of 7:00 AM to 9:00 PM. If you are running late, a quick message lets us plan around it.

• Late pick-up. If your cat is not collected at the scheduled pick-up time, their care simply continues, and boarding accrues at your booking's locked daily rate until they are collected.

10. Your responsibility for your cat

You remain responsible for your cat's actions during a stay. If your cat causes injury to a person or another animal, or damage to property, you are responsible for the resulting costs.

You also agree to indemnify Meow Homez, that is, to cover our reasonable losses, costs, and expenses against third-party claims that arise from your cat's actions or from your breach of these Terms, except to the extent caused by our own negligence.

11. Photos & the Memory Vault

Photographing our guests is one of the best parts of the job. During a stay we photograph and film your cat for your photo updates (Monday to Friday, except public holidays, with Moments; every day, weekends included, with Memories or Forever) and your private Memory Vault gallery. Gallery access is provided through time-limited share links that follow the Memory Vault tier on your booking: Moments (included) lets you view this stay's album online until the end of the pickup day (11:59 p.m. Eastern Time); Memories lets you view your cat's full album, every stay with us, for 7 days after pickup; and Forever adds downloads to the full album for the same 7 days, so you can save the original files to your own device. Files you have downloaded are yours to keep. Once a share link expires, online access ends; we do not host gallery media indefinitely, so Forever customers should download their files within the 7-day window.

We may also feature guest photos and videos in our own marketing, for example on our website or social media, unless you ask us not to. You can opt out at any time, including after a stay, by emailing [email protected]. We will honour your request promptly and remove the content from the channels we control.

12. Limitation of liability

We care for every guest as if they were our own, and we also need to set fair boundaries on our legal responsibility.

• To the maximum extent permitted by law, our total aggregate liability to you arising out of or relating to a stay or these Terms is capped at the fees you paid for the stay giving rise to the claim.
• To the same extent, we are not liable for indirect or consequential losses, for example lost income, travel costs, or other losses that do not flow directly from the event.
• Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including any rights you have under Ontario consumer protection law that cannot be waived.

13. Our right to decline or end a stay

The safety and comfort of every guest comes first. We may decline a booking or a drop-off where we reasonably believe group boarding is not a safe fit. If, during a stay, a cat shows aggression or signs of serious illness, we may separate them from the group for everyone's protection and ask you (or your emergency contact) to arrange an early pick-up. We will always contact you promptly and handle the situation with care.

14. Communications

We send booking updates, including confirmations, receipts, schedule changes and stay updates, by email (and WhatsApp, where enabled for your account) to the details you provide. Keeping your contact details and emergency contact current is your responsibility, and we are not responsible for messages missed because the details on file were out of date.

15. General terms

• Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario, and disputes are subject to the courts located in Ottawa, Ontario.
• Severability. If any part of these Terms is found invalid or unenforceable, the rest remains in full force.
• Entire agreement. These Terms, together with our Privacy Policy and your booking confirmation, are the entire agreement between us for your stay.
• Changes to these Terms. We may update these Terms from time to time. Updates are posted on this page with a new effective date, and continued use of our services after that date constitutes acceptance of the updated Terms.
• Force majeure. We are not liable for delays or failures caused by events beyond our reasonable control, such as severe weather, power or utility failures, or public emergencies. We will always do our best to minimize any disruption to your cat's care.

16. Meow Credits (rewards)

This section is about rewards credits only. It does not apply to refund or account credit, which is covered by 5.2.

Meow Credits are our way of saying thank you: after a completed, paid stay, we may add credits to your account under our rewards program (the "Rewards" page describes the current earn rates). By participating, you agree to the following:

• Earning. Credits are calculated on the amount you actually pay for a stay (by card or Member Pass balance). Portions of a booking covered by existing credits do not earn new credits. Credits are added after pick-up; bookings that are cancelled, refunded or disputed do not earn, and credits already issued for such a booking are voided (any unspent portion).
• Spending. Credits apply automatically to your next booking before any card charge, and the booking form shows exactly what they cover before you confirm.
• No cash value. Meow Credits are promotional. They are not money, cannot be redeemed, refunded or exchanged for cash, and cannot be transferred to another person or account.
• Expiry. Credits are valid for six (6) months from the date they are issued unless a different validity is shown when they are earned. Expired credits are removed without compensation.
• Program changes. We may change earn rates, eligibility or end the program at any time. Credits already issued keep the expiry shown when they were earned.
• Fair use. Credits obtained through error, abuse or fraudulent bookings may be voided.

17. Contact us

Questions about these Terms, or anything you would like us to walk through before you book? We would much rather over-explain than surprise you.

Thank you for trusting Meow Homez with your cat. We do not take it lightly.