Refund Policy

1. Deposits

• 24+ hours before the slot: full deposit refund. Processed within 5 working days to the original payment method.
• Inside 24 hours / no-show / late by 15+ minutes: deposit is non-refundable. The full breakdown lives in the Non-Refundable Deposit Policy.
• Multi-cat bookings have a deposit of RM20 × N. Per-cat cancellation rules apply to each cat’s portion.

2. Completed spa services

Once a grooming or spa session is completed, the service price is not refundable. If you are not happy with the outcome, please tell us within 48 hours — we will assess and, where appropriate, offer a complimentary re-do or partial credit on a future visit. We always prefer to make it right.

3. Boarding stays

• Boarding stays paid in advance are refundable up to 72 hours before check-in.
• Inside 72 hours: 50% refund.
• No-show: no refund.
• If we have to stop a stay early due to veterinary concern, the unused portion is fully refunded.

4. Vouchers, referral discounts, and add-ons

Discount value applied via referral codes or vouchers is not refundable in cash. If a refund is due, the original cash portion is returned and the voucher is restored.

5. Force majeure

If we have to close an outlet due to events outside our reasonable control — flood, fire, public-health order, internet outage of significant duration — we will refund any unused portion in full.

6. How to request a refund

Write to hello@catzonia.com with your booking reference (LCTZ...) and a short description. We reply within 1 working day and process eligible refunds within 5 working days.

7. Statutory rights

This policy does not affect your statutory rights as a consumer under Malaysian law.