FAQ

We are open every day Mon – Sun with the exception of public holidays.
Guests are attended to for feeding and suite maintenance every day.

Monday –  Friday:	9:00am-5:00pm
Saturday:	9:00am-1:00pm
Sunday:	12:00-5:00pm
Public holidays:	Closed

When picking up or dropping off we ask that you observe these hours. If you have a special circumstance, please let us know in advance and we will do our best to accommodate – an additional fee may apply.

We welcome inspections at any time during our business hours.

We also offer a pick-up and delivery service by prior arrangement.

Unlike most competitors, we charge by the night. This means you pay from the night your cat checks-in and subsequent nights up to the day of check out. You do not pay for the day you pick your cat up.

Usually, the minimum stay is 1 night, but during the Easter and Christmas periods the minimum stays are 5 and 10 nights respectively.

Easter rate apply from Easter Thursday to Easter Monday inclusive (5 nights)
Minimum stay is 5 nights
Christmas rate applies December 18 – January 8th inclusive
Minimum stay is 10 nights

All bookings require a deposit of 50% (capped at $650) of the total value of the booking. For short stay bookings under $100, payment in full is required at time of booking.
Easter minimum 5 night booking
Christmas minimum 10 night booking.

Special deposit and payment terms applying to bookings commencing December 18th
through to January 7th inclusive:
As the period December 18th through to January 7th is peak period with highest demand, we
have updated payment terms to provide a fair and equitable allocation of accommodation.
Please note these terms as below:

• For all bookings made before Dec 1st, our terms of business require a deposit of
  50% – capped at $650 – upon confirmation of booking.

Cancellation policy:
Any cancellation received after Nov 15th, special circumstances will be considered on an individual basis, and we may provide a partial credit or partial refund.

For any bookings made after December 1st our terms of business require a non-refundable
payment in full upon confirmation.

Change of dates:

• Prior to check in date: Date changes may be made at any time, without penalty, provided the stay is not shortened
  by more than 3 nights, and the total stay is not less than the minimum 10 night requirement.


• After check in date: Date changes may be made, but there will be no refund for any shortened stay.

Easter cancellations after 30 days prior to Easter Thursday forfeit deposit in full

At all other times, refund of the deposit will be made as follows:

• 21 days or more prior to first night – refund less $150 admin fee
• 14 days prior – 50% refund less $150 admin fee
• Less than 14 days – deposit not refundable

All cancellations must be notified in writing via email and approved refunds are returned via EFT to nominated bank account . Special circumstances may be considered on an individual basis.

The minimum vaccination requirement is an ‘F3’ which covers Feline Enteritis and Feline Influenza.

All cats must have current vaccinations prior to their stay. This must have been administered a minimum of 2 weeks prior to check-in date. We must sight the current certificate before your cat(s) can be admitted. We reserve the right to refuse admittance if your cat does not comply with these requirements.

Please note that whilst vaccination provides a level of protection, it does not ensure that cats won’t become symptomatic if exposed to Feline Enteritis or Feline Influenza. Cats may be carriers, whilst still being vaccinated against the effects of these diseases. We have disciplined procedures in place to isolate any cats showing signs of these illnesses.

It is a requirement under the Code of Practice for cat boarding that all cats have been administered a worming treatment prior to admission. If your cat has not received this prior, we reserve the right to administer at your cost.

We provide a range of high quality, nutritionally balanced dry and wet food.  Our primary dry food is Royal Canin Sensible Adult and Royal Canin Kitten.  Our tinned wet food range comprises beef, chicken, turkey and selected fish and seafood varieties.

If your cat(s) requires a specific Vet prescribed diet, we ask that you provide this.

All cats must be brought in a sturdy carry cage.

Apart from the Vaccination Certificate, and any special food, you really do not need to bring anything else.  All our suites are fully furnished, but if you wish to bring in a little ‘piece of home’ you are welcome to do so.

We have a disciplined health and wellbeing observation checking procedure.
Our team monitor and document each individual cat each day of their stay – checking:

• General behavior and appearance
• Food and water consumption
• Litter usage

Any irregularity is reported to the management – and where necessary, Veterinary advice / consultation is sought.
Whilst procedures are strictly adhered to, and every effort is made to offer the best in care, Sophisticat cannot be held responsible for any illness which may develop during your cat’s stay, due to information being withheld or misinformation relating to previous, current or untreated injuries or illnesses, or contamination of any food product bought in from outside suppliers.
We have very strong relationships with a number of Veterinarians in the bayside locale, and beyond. Should your cat become ill during their stay, we will attempt to contact you or a nominated alternate contact. If we are unable to reach you, we will contact your nominated Vet- if not available, we will consult one of our consultant Vets.

Staff take photos of guests regularly and post to our Facebook page.  So you can check the Facebook page for recent photo of your cat enjoying his/her holiday.