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; 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 secure card processing through Helcim, our payment processor, and by account credit or Member Pass balance (see Section 5). Available balances are applied automatically in this order:

1. account credit;
2. Member Pass balance;
3. card payment for any remainder.

A card convenience fee may apply to card payments; if it does, it is shown at checkout before you pay. Your booking is confirmed once it is paid in full or fully covered by your credit and pass balances.

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.

• Repricing. An approved change may reprice the stay for the new dates (including any applicable holiday or high-demand premiums). 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 the applicable rates and is payable before pick-up.
• 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.

5.2 Account credit

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

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

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 the prevailing 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 daily updates 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)

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.