We accept online transfer, e-wallet, QR and cash payments. You are politely requested to give at least 24 hours notice of any rearrangement or cancellation.
Booking Payment
Booking dates are reserved by 50% of total boarding, or sitting or walking fee payment. We do not reserve the dates if the deposit payment is not made yet. The remaining 50% payment must be made during last visit or Check-out.
Charges within 48 hour will incur a first night charge, or first session charge as cancellation charge.
Booking Payment
The Pet Taxi or Pet Grooming service date and time is reserved by full service fee payment.
Charges within 24 hour will incur the full charge of the service as cancellation charge.
Cat Boarding Policy
1. Cat food (kibbles) are provided throughout their stay with us but owners can bring own food if your cat is picky eater or have a special diet.
2. Upon checking in, we will inspect your cat for signs of diseases, as part of our Disease Control procedure. If there is any sign of disease (contagious or non-contagious), we will inform you and your cat may be subjected to PetCare Surcharges.
3. Should the need for medical attention arises, we will inform you via text or call to ask for your permission to bring your pet to the vet via Pet Taxi service. Owners may also request for Pet Taxi service to bring your pet to the vet if you would like to.
4. Owners need to declare your pet's vaccination status. Non-vaccinated or partially vaccinated pets may be accepted but will not be allowed to mix with any other pets.
5. Please be informed that if your cat is found with tick or fleas, your cat may be subjected to Flea Grooming charges, to eliminate the fleas or ticks as part of our Ectoparasite Control procedure.
6. For safety and security of everyone, we do not mix cats of different households due to cats' nature of being habitual creatures (may get stressed with changes in environment).
7. For safety and security of everyone, cats with flu may be subjected to PetCare Surcharges and kept separately in single cages to avoid FIP outbreak as part of our Disease Control procedure.
8. Aggressive cats are accepted but may be handled using gloves and protective equipments as safety for our staffs.
9. We sanitize surfaces, beddings, bowls regularly as part of Disease Control procedure and we have routine Flea Kill Spraying sessions as part of our Ectoparasite Control procedure.
10. Failure to pay for 30 days of stay may be treated as a case of pet abandonment. Pets Familia have the right to transfer the pet to a shelter or convert the pet to TNR (Trap-Neuter-Release programme). The outstanding payment is not dissolved by our release of the pet; the client have to reimburse the amount, and the client will no longer have access to Pets Familia services in future.
11. Failure to inform contagious or non-contagious health conditions of the pet is subjected to a penalty of RM250 to RM1000 per pet.
12. Pet Boarding slots are reserved by 50% deposit payment of the total fee of boarding duration booked.
Dog Boarding Policy
1. For hygiene and health safety, dog owners must bring own food for all packages booked to avoid purging (diarrhea) and suspicions of parvovirus. If owners fail to bring own food, we have the right to charge you for the purchase of your dog's food (of the same brand you are using) with travelling or shipping surcharge.
2. Wee pads and dog toilets are provided by us but dog owners are allowed to bring your own if you would like your dog is accustomed to using the same one.
3. It is compulsory for male dogs to wear diapers when in common areas in the centre ie. during communal playtime etc. Owners are advised to bring your dog's own diapers that is of their suitable size. Diapers may be provided by us with surcharge.
4. Should the need for medical attention arises, we will inform you via text or call to ask for your permission to bring your pet to the vet via Pet Taxi service. Owners may also request for Pet Taxi service to bring your pet to the vet if you would like to.
5. Owners need to declare your pet's vaccination status. Non-vaccinated or partially vaccinated pets may be accepted but will not be allowed to mix with any other pets and not allowed to join Communal Playtime.
6. We sanitize surfaces, beddings, bowls regularly as part of Disease Control procedure and we have routine Flea Kill Spraying sessions as part of our Ectoparasite Control procedure.
7. Dogs who are not sociable with other dogs may be kept separately and are not allowed to join the Communal Playtime to ensure safety and security of other pets. Please visit out Dog Training website if you are interested to have your dog trained to be sociable with other dogs.
8. Please be informed that dogs who are excessively noisy (barking, whelping, yodeling, howling etc.) that could warrant complaints in our surroundings may be subjected to enrol in Dog Training services provided by Pets Familia. Please visit our Dog Training website for more information.
9. Dogs who have destructive tendencies eg. chew on furniture, wires etc. and/or are high jumpers are not eligible for Free Roam Boarding, may be kept separately and may be subjected to not be allowed to join Communal Playtime. Please visit our Dog Training website for if you are interested in having your dog trained.
10. Aggressive dogs are accepted but will be subjected to security precaution and may include extra charges. Please visit our Dog Training website for information of our training packages. Pets Familia also provides Board and Train services and welcome our trainee dogs to board with us whenever needed.
11. Failure to pay for 30 days of stay may be treated as a case of pet abandonment. Pets Familia have the right to transfer the pet to a shelter or convert the pet to TNR (Trap-Neuter-Release programme). The outstanding payment is not dissolved by our release of the pet; the client have to reimburse the amount, and the client will no longer have access to Pets Familia services in future.
11. Failure to inform contagious or non-contagious health conditions of the pet is subjected to a penalty of RM250 to RM1000 per pet.
12. Pet Boarding slots are reserved by 50% deposit payment of the total fee of boarding duration booked.
Cat and Dog Sitting Policy
1. We provide 1x FREE Meet-and-Greet prior to sitting. Owners may get to know the sitter and discuss all information needed including the placement of your pets' food, water source, bowls, cleaning items, litter, wee pads etc. and what routine they are used to.
2. Pet food are provided by owners. Should the pet food supply run out during the sitting duration, we may purchase it for you by request and the cost of food purchasing and travelling will be billed to you.
3. Please inform our sitters of any health concerns for your pet. If there is any sign of disease (contagious or non-contagious) during the sitting period, we will inform you and we are able to bring your pet to your chosen vet via Pet Taxi service if requested by owner. If your pet requires extra care, your pet may be subjected to PetCare Surcharges.
4. We care for your pets. Owners need to declare your pet's vaccination status to help us gauge your pet's health and well-being while under our care.
5. Please be informed that extra requests towards the sitter which are outside of what's included in the Cat Sitting or Dog Sitting Packages may be subjected to surcharges.
6. Please let the sitter know of any special food preparation or if your pet has certain preferences for food preparation to help us understand your pet's routine.
7. After each visit, our sitter will drop owner a text to inform you that the visit has been done. Media (Photos and/or video) updates will be sent to you via Customer Service line typically within 24-48 hours after each visit depending on the duration of your sitting period.
8. Please note that cats and dogs need time to accustom to new humans. Our sitter will give your cat or dog space if needed and will give them pets and cuddles if your cat or dog is open to it.
9. Walking duration for dogs 15-20 minutes, depending on the weather. If longer walks are needed, surcharge will apply.
10. Any reschedules must be informed 24 hours prior to the time and date booked. Notices of reschedules that are given less than 24 hours can still be cancelled, however, the sitting will still be charged and/or there will be no refunds.
11. Please note that for long-term bookings, if you have any bad debts under any booking, you are subjected to be blacklisted from using any of our services anymore in the future until you have cleared all debts.
12. To ensure we deliver to all pets, we do not accept sitting bookings that are strict on the sitting time. As pets tend to have unforeseen circumstances, such as health emergencies, extra messes, withdrawal when owner is not there, and sometimes need more time to spend with humans, we will keep the range flexible by 2-3 hours but will rest assured will come and drop you a text when we arrive.
13. Sitting charge is still applied for 'no show' incidents ie. when the sitter shows up; the pet is not there at home, the entry is locked, other household member(s) ask not to and/or does not allow the sitter to visit the pet.
14. For long-term bookings, the client may be terminated for consistent late payments; later than the last date of the service month, and/or outstanding payments and/or not paying advance deposit (50% of the total following month service), later than 5th of each month. To ensure your slots for the following month are reserved, please make 50% deposit payment by end of month before the booking month (eg. booking month is February, 50% deposit payment paid on 31st January) and completion of outstanding payments.
15. For long-term bookings, the client may be terminated for 3 times or more of 'no shows'.
16. For long-term bookings, if the advance deposit (50% of the total monthly service) has not been paid before the first date of the service month, Pets Familia reserve the right to reject any consequent bookings. We work by first come first serve basis, where our schedule is based on who has placed booking via deposit payment made. Therefore, if there has been no deposit and the slot has been reserved by other clients who made payment beforehand, we have the right to reject other booking requests placed without deposit payment and/or last minute booking requests.
17. Any bookings, both long-term and short-term placed 24 hours before the requested time is subject to acceptance depending on staff availability.
18. If the distance is not within 25km from Pets Familia, travelling surcharge will apply.
19. By placing booking, you understand and agree that we have no obligation to provide our services in any specific location or territory, nor to continue providing it once we have begun. We reserve the right to suspend or terminate your access to Pets Familia Services.
20. We respect your privacy, we do not share your personal data anywhere except with staff members who are involved in the services (eg. your contact, your address).
21. We pride ourselves for having a clean record. If the service involves entry to your home, we can provide our business registration and the business owner will be responsible for any losses of valuable item(s) if our staff(s) is proven guilty of theft. Clients may lock doors that are not involved with the pet service or have operating CCTV(s) to avoid suspicions.
22. Failure to inform contagious or non-contagious health conditions of the pet is subjected to a penalty of RM250 to RM1000 per pet.
23. Pet Sitting slots are reserved by 50% deposit payment of the total fee of sitting visits booked.
Dog Walking Policy
1. We provide 1x FREE Meet-and-Greet prior to walking. Owners may get to know the walker and discuss all information needed including the placement of your pets' leashes, cleaning items, waste disposal place etc. and what routine they are used to.
2. Poop bags are provided by Pets Familia, however if you have specific preference we may use poop bags provided by you too.
3. Please inform our walkers of any health concerns for your pet. If there is any sign of disease (contagious or non-contagious) during the walking session, we will inform you and we are able to bring your pet to your chosen vet via Pet Taxi service if requested by owner. If your pet requires extra care, your pet may be subjected to PetCare Surcharges.
4. We care for your pets. Owners need to declare your pet's vaccination status to help us gauge your pet's health and well-being while under our care.
5. Please be informed that extra requests towards the walker which are outside of what's included in the Dog Walking Packages may be subjected to surcharges.
6. Any reschedules must be informed 24 hours prior to the time and date booked. Notices of reschedules that are given less than 24 hours can still be cancelled, however, the walk will still be charged and/or there will be no refunds.
7. Please note that for long-term bookings, if you have any bad debts under any booking, you are subjected to be blacklisted from using any of our services anymore in the future until you have cleared all debts.
8. After each visit, our walker will drop owner a text to inform you that the session has been done. Media (Photos and/or video) updates will be sent to you via Customer Service line typically within 24-48 hours after each visit depending on the duration of your walking period.
9. Walking duration for dogs is 15-20 minutes, depending on the weather. If longer walks are needed, surcharge will apply.
10. Walking time is done within a window of 1 hour. The walker can arrive 1 hour before or after the time scheduled for walking, depending on the weather.
11. If walking time is booked by a time range (eg. from 4-5.30pm change to 6-7pm), the range is only able to be changed 24 hours before the walking session; and the acceptance of the change in walking time is subject to staffing schedule.
12. Walking charge is still applied for 'no show' incidents ie. when the walker shows up; the dog is not there at home, the entry is locked, other household member(s) ask not to and/or does not allow the walker to walk the dog.
13. For long-term bookings, the client may be terminated for consistent late payments; later than the last date of the service month, and/or outstanding payments and/or not paying advance deposit (50% of the total following month service), later than 5th of each month. To ensure your slots for the following month are reserved, please make 50% deposit payment by end of month before the booking month (eg. booking month is February, 50% deposit payment paid on 31st January) and completion of outstanding payments.
14. For long-term bookings, the client may be terminated for 3 times or more of 'no shows'.
15. For long-term bookings, if the advance deposit (50% of the total monthly service) has not been paid before the first date of the service month, Pets Familia reserve the right to reject any consequent bookings. We work by first come first serve basis, where our schedule is based on who has placed booking via deposit payment made. Therefore, if there has been no deposit and the slot has been reserved by other clients who made payment beforehand, we have the right to reject other booking requests placed without deposit payment and/or last minute booking requests.
16. Any bookings, both long-term and short-term placed 24 hours before the requested time is subject to acceptance depending on staff availability.
17. If the distance is not within 25km from Pets Familia, travelling surcharge will apply.
18. By placing booking, you understand and agree that we have no obligation to provide our services in any specific location or territory, nor to continue providing it once we have begun. We reserve the right to suspend or terminate your access to Pets Familia Services.
19. We respect your privacy, we do not share your personal data anywhere except with staff members who are involved in the services (eg. your contact, your address).
20. We pride ourselves for having a clean record. If the service involves entry to your home, we can provide our business registration and the business owner will be responsible for any losses of valuable item(s) if our staff(s) is proven guilty of theft. Clients may lock doors that are not involved with the pet service or have operating CCTV(s) to avoid suspicions.
21. Failure to inform contagious or non-contagious health conditions of the pet is subjected to a penalty of RM250 to RM1000 per pet.
Pet Grooming Policy
1. Strictly no towel sharing between pets.
2. Strictly no toothbrush sharing between pets.
3. All grooming equipment are sanitised before and after use (nail clipper, clipper, towel, brush, comb, scissor etc.)
4. Please inform our groomers of any health concerns for your pet. If there is any sign of disease (contagious or non-contagious) during the grooming session, we will inform you and we have the right to reject the pet due to concerns of aggravating the health condition by subjecting your pet to a stressful condition of having them groomed while sick. We are able to bring your pet to your chosen vet via Pet Taxi service if requested by owner. If your pet requires extra care, you may consider your pet to receive PetCare service via Pet Boarding.
5. We care for your pets. Owners need to declare your pet's vaccination status to help us gauge your pet's health and well-being while under our care.
6. Please be informed that extra requests towards the groomer which are outside of what's included in the Grooming Package booked may be subjected to surcharges.
7. Estimated grooming duration is around 2-3 hours per pet, maximum 4 hours for aggressive pets. When the grooming session is finished, our staff will drop owner a text to inform you that your pet is ready.
8. We do provide pet pick-up and drop-off via Pet Taxi service. Please feel free to contact our staff for arrangements.
9. Failure to inform contagious or non-contagious health conditions of the pet is subjected to a penalty of RM250 to RM1000 per pet.
10. Pet Grooming slots are reserved by full advance payment or 50% deposit payment of the Pet Grooming service booked.
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