FAQ & Policies

FAQ & Policies

Medical Attention

Should we feel that your cat is unwell at any time during their stay, our own affiliated veterinarian will be contacted. If treatment is deemed necessary we will endeavour to contact your regular veterinarian. A fee will be charged for this service (our veterinarians fees and any travel expenses involved) payable on checkout.

Some cat(s) are at a higher risk of losing weight, being off their food for a short time, experiencing anxiety and diarrhoea. Such cat(s), including aged and ‘stressy’ cat(s) may have a decline in health or health issues which may become more pronounced or reoccur due to the stress of being away from home and their owners. In some instances, medications such as laxatives may be administered to assist your cat(s) comfort during their holiday with us. Divine Creatures endeavour to offer the very best of care when we accept your pet for boarding. Your assistance in supplying appropriate information and informing us of any pre-existing conditions will help us to ensure that we provide the best possible care for your cat(s).

If we deem it necessary for the boarding cat(s) to have veterinary attention, every effort will be made to contact and advise you accordingly. If we are unable to contact you, we will seek veterinary attention as we see fit. In any event, the owner will be liable for all expenses incurred. In the unlikely event that the boarding cat(s) becomes sick, I consent Divine Creatures or agent to transport my cat(s) to the Small Animal Specialist Centre which is staffed 24 hours for emergency treatment.

Administering Medication

Staff from Divine Creatures are happy to administer any medications that your cat may require, this includes administering tablets, injections or creams. All supplied medication must be prescribed by a licensed veterinarian and clearly labelled as such. There is an additional fee per dose and per medication, depending on the amount and difficulty of medicating. To care for your cat, additional information pertaining to the illness and medication may be requested and must be supplied. A daily record will be kept by our qualified veterinary nursing staff.

Being qualified veterinary nurses we are able to accept stable diabetic cats. A stable diabetic cat has been diagnosed more than 6 months ago and/or has not had the insulin changed or altered for more than 6 months. There is an additional $25 charge for us to care for your diabetic cat which includes daily urinalysis test, administration of the insulin and ongoing monitoring.

Dietary Questions

We feed our resort guests the highest quality premium food of Royal Canin Sensible Dry. Any other diet other than the one supplied by Divine Creatures or if your cat(s) has special dietary needs, eg. diabetic, urinary tract problems, dietary sensitivity/allergies, must be supplied or purchased. Sufficient food must be supplied by you or purchased to feed your cat(s) for the entire duration of the booked holiday. Any additional bags required to be opened will be charged to your account.

Booking Fees

To cover administration fees and to ensure that other guests wishing to book into Divine Creatures are not disadvantaged a non-refundable/non-transferable booking fee of 10% of the booking is required to secure the booking.

During the Christmas period a minimum booking of 10 days will apply and a non-refundable/non-transferable 50% deposit is required for all bookings during peak periods (Christmas and Easter). This deposit will be deducted from your total account which is payable at admission.

Cancellation Policy

General Cancellation Policy is as follows:

The full amount of the inclusive dates as per your confirmation email is due if you cancel 72 hours prior to your check in date.

  • The full amount of your invoice is due on the day of cancellation.
  • The booking fee of one-nights accommodation is forfeited if cancellation is more than 72 hours prior to your check in date.
  • The only exception is if your cat is seriously ill requiring veterinary hospitalisation and evidence of your cat’s hospitalisation can be provided. Your cat must be in hospital in the week before the booking or over the booked holiday to qualify for this exemption, as we have qualified veterinary nurses on duty every day. Divine Creatures is owned by a qualified ICU and emergency veterinary nurse and co-owned by an off-site veterinarian, thus we are able to manage medical cases unless your cat requires direct veterinary care (not nursing care). In this event and at managerial discretion, you will be exempt from this new cancellation policy, however the booking fee will remain non-transferable and non-refundable.

 

Christmas Cancellation Policy is as follows:

  • $100 booking fee is required to book over the Christmas period (15th December – 15th January).
  • 10 night minimum booking is required.
  • 50% amount of the inclusive dates as per your confirmation email is due by 1st October each year.
  • 25% is refunded if booking is cancelled before 1st November.
  • All deposits and booking fees are non-transferable and non-refundable after 2nd November.
  • The Genera Cancellation Policy applies for all bookings that are cancelled within 72 hours of boarding date.

No Raw Food Policy

At Divine Creatures we are committed to providing the highest level of care for your beloved cat(s). We aim to provide your cat with an environment that is comfortable, stress free and healthy and we take great precautions in reducing the risk of any type of infectious disease.

Over the last few years it has become increasingly more popular to feed raw meat-based diets to pets but unfortunately this type of diet comes with risks that we can’t accept at Divine Creatures. A variety of potential pathogens including E. Coli, Clostridium spp, Campylobacter and Salmonella may be present in raw meat, including meat that is intended for human consumption. As freezing and freeze-drying do not destroy all pathogens, both home-prepared and commercial raw meat-based diets are at risk of being contaminated.

Pets or animals that consume contaminated meat may become ill, but even if they do not become overtly unwell or appear healthy, that is not to say they don’t pose a risk to others. Studies have shown that the bacteria can shed from infected animals into the environment for many days, sometimes even weeks.

For our cattery this poses a health risk for our other boarders and our staff. As we cannot accept this risk, we have implemented a “No Raw Food” Policy.

Please be advised that we cannot make any exceptions. This policy has been made to protect the valued health and safety of all boarders and our staff. It is not intended to instruct on what you feed your pet at home, nor is it intended to challenge the perceived benefits of a raw meat diet.

We would greatly appreciate if you could please inform us if your cat has been fed raw meat at home before presenting to the cattery in order for us to take the necessary precautions (eg. handling with gloves and protective clothing). These boarders are unfortunately not allowed in our exercise area.

We thank you for your understanding.

Do you have another question?

If you have any questions about boarding your cat(s) at Divine Creatures or regarding our policies, please contact us by completing the form below:

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