Grooming Policy & Digital Waiver

1. Scope

This policy applies to every grooming, spa or boarding session booked through Catzonia — online or in person. By accepting this waiver during booking, you confirm you are the legal owner or authorised guardian of the cat(s) being brought to Catzonia, and you agree to the terms below.

2. Health & safety acknowledgement

Catzonia groomers are trained handlers, not veterinarians. Our services are cosmetic and welfare-oriented, not medical treatments. We are not licensed to diagnose, treat or prescribe for any medical condition.

• You confirm that, to your knowledge, your cat is in good general health and free of contagious illness (active ringworm, severe respiratory infection, untreated parasitic infestation, etc.).
• You will disclose any known medical conditions, current medications, recent injuries, or behavioural concerns at the time of booking or drop-off.
• If our groomer believes a session would not be safe or kind for your cat, we may decline or stop the session and refer you to a vet. We will not push through a session a cat clearly cannot tolerate.

3. Sensitive or fearful cats

Many cats are nervous at a new place. Our team is trained to use slow handling, frequent breaks, and gentle restraint only when absolutely needed for safety. You consent to:

• Brief, low-stress restraint to clean, comb, dry or trim your cat.
• The session being shortened, paused, or rescheduled if your cat shows persistent signs of stress that we cannot reduce.
• An honest call from our team if a session is not in your cat’s best interest that day — in which case a partial-service fee may apply.

4. Matted & severely overgrown coats

Heavily matted coats can pull on a cat’s skin, hide wounds, and block air circulation. By accepting this waiver, you understand:

• Severely matted coats may require a full-body short cut (“Lioncut”) as the safest, most humane option.
• Our senior groomer will always explain the recommended route before any clipper is used, and obtain explicit confirmation from you (in person or via WhatsApp) before proceeding.
• We do not pull, yank, or shave through mats by force. Where a cut is unsafe to begin, we will recommend a vet sedation-shave instead.
• Small nicks or razor burns can occasionally occur during a coat rescue despite our best care. You release Catzonia from liability for minor, non-medical skin irritation associated with a rescue clip when it has been authorised by you.

5. Vaccination & flea-control assumption

For the safety of every cat passing through our outlets, we assume your cat is up to date on core vaccinations and is not actively infested with fleas or other ectoparasites. If you are unsure, please book a De-Flea Treatment or Supreme Flea Treatment first — do not bring a clearly flea-infested cat into a shared grooming space without telling us.

6. Photography

We routinely take before-and-after photos for our internal records and for WhatsApp updates to you. Catzonia may share grooming photos publicly (Instagram, marketing materials, our blog) only with your explicit consent, which can be given or withdrawn at any time via WhatsApp. We never share customer names or identifying information without consent.

7. Boarding-specific terms

For overnight boarding stays, the following also apply:

• Bring all food, treats, and medication clearly labelled with your cat’s name and instructions. We will follow your written instructions and log every feeding and dosing.
• An emergency contact for your cat must be reachable for the duration of the stay.
• If we are unable to reach you and your cat requires urgent veterinary attention, you authorise Catzonia to seek emergency vet care and bill the cost to the card / payment method on file.

8. Loss, injury & release of liability

Catzonia maintains professional handling protocols, sanitisation, and 24/7 CCTV across all outlets. While in our care, your cat is supervised by trained staff and an off-site senior groomer is always reachable. However, by accepting this waiver, you understand:

• Catzonia accepts liability for personal-injury harm caused by clear negligence of our staff.
• Catzonia is not liable for pre-existing medical conditions, harm caused by undisclosed medical history, stress-related vomiting or temporary appetite loss, or normal behavioural quirks of a new boarding environment.
• You waive claims related to minor skin irritation, fur regrowth patterns, or stylistic outcome of an authorised cut. Aesthetic outcomes are inherently subjective.

9. Deposit policy

The RM20 booking deposit secures your slot. It is fully deducted from your final bill when you arrive. See our dedicated Non-refundable Deposit Policy for cancellation, no-show, and carry-over rules.

10. Identity verification

We collect your date of birth during online booking in lieu of an NRIC / passport number. This is used solely as a means of customer identification when matching your online booking to the in-outlet record, and is stored encrypted at rest under Malaysian PDPA terms.

11. Contact & revisions

Questions about this policy? WhatsApp us at +60 10-402 9606 or email hello@catzonia.com.

We may revise this policy from time to time. When we do, the version code changes and the new version is shown to you on your next booking. Earlier accepted versions stay valid for the bookings they covered.