General Policies
Please reach us at info@catutopia.ca if you cannot find an answer to your question.
- Preferred: E-transfer to info@catutopia.ca
- By Phone: Visa/MasterCard payments accepted
- We do not take appointments just to make payments.
- We require a 3-night non-refundable deposit to reserve a room for your kitty.
- Deposits can be transferred once, if a stay is cancelled 7 days before your planned arrival date. (Please note that Christmas has its own policies.)
- Once our team has confirmed your stay is cancelled, you have 7 days to transfer your deposit.
- We cannot transfer a deposit during our peak seasons (Spring Break, Summer and Christmas.) Deposits can be transferred to a new stay or an existing stay.
- We do not hold credits.
- Exemptions: While we are open to considering exceptional circumstances, explaining your situation does not guarantee a credit.
- Transfer vs Adjustment: Adjustments are a change to your dates within the same month as the original booking, transfer is when a booking is cancelled, and the dates are changed completely.
- It is required by the strata of our building that your cat is IN a carrier when they are in the hall.
- It is required by us that your cat is IN a carrier when they come into our office to avoid accidental contact with another cat.
- All payments are non-refundable, you are welcome to pick up your kitty early, but we do not refund or credit the remainder of your stay.
- You can make changes to your stay at any time though, there are limitations to when that will reflect on your bill.
- All year we require 3 days' notice to shorten your stay and have it reflected on your bill
- Spring break and Summer we require 7 days' notice and Christmas we require 14 days.
- We consider an extended stay to be 30 nights or more.
- 30 nights are required to be paid for at drop off (to receive the 15% discount), you are welcome to work with our team to make a payment plan or you can pay for the entirety of your stay in full.
- All Stays over 2 weeks (14 nights) will now be required to leave a credit card on file with our office for the duration of the stay. This will be for extensions or to cover the cost of food if your kitty runs out. We suggest leaving a credit card on file at all times.
- Our office is open 7 days a week 9am-3pm; we are closed Christmas (Dec 25) and New Years (Jan 1)
- Our office is by appointment only and we offer 3 appointment types:
- Drop off: 9am-2:45pm
- Pick up: 9am-1pm; we can extend this to 2:45pm but we charge for the night
- Viewings: 12:30-2:30pm, this usually takes about 15-20min – we do not accept viewings over long weekends, Spring Break and Christmas.
- Our appointment times are every 15 minutes. Your appointment starts at the time you have booked and lasts for a 15-minute time slot. If you are 10 minutes late, we require a phone call to rebook your appointment time.
- There is a $5 out of appointment fee for those who are late or early without calling the office to check with our staff to see if we can take you. We do not accept email to change appointments day of.
- All Year: 3-night
- Summer & Spring Break: 5-night
- Christmas: 7-night
- You are welcome to book less nights, based on availability, but we charge for the booking minimums
Seasonal Policies
Please reach us at info@catutopia.ca if you cannot find an answer to your question.
- Long Weekends: Family Day, Good Friday, Victoria Day, Canada Day, BC Days, Labour Day, Thanksgiving, Truth & Rec, etc.
- Summer: June 15 – September 15
- Christmas: Dec 10 – January 10
The Friday, Saturday and Sunday nights of long weekends, all dates for Spring Break and Christmas are subject to a $10 Peak Season surge-charge
Our policies aim to protect and prioritize the care of all the cats in our facility.
- A peak season charge applies during Long Weekends, Spring Break, and Christmas.
- For Long Weekends, the charge applies on Friday, Saturday, and Sunday nights.
- For Spring Break and Christmas, the charge applies for the entire duration.
- The peak season charge is an additional $10 per night.
Booking Period: December 10 – January 10
- Christmas is exempt from discounts. If you are staying longer than the peak season dates the discount will be applied to the dates outside what we consider “Christmas Season.”
- We require a 50% deposit to book for bookings starting Dec 10. This deposit is nonrefundable. 3 nights of your deposit will also be nontransferable. The remaining deposit will be kept as a credit ONLY if you cancel within 14 days of your planned arrival date.
- You can make changes to your stay at any time, but reductions will only be applied to your bill if you make them 7 days before your planned arrival date.
- In addition, bookings starting Dec 18 through Dec 30 have a 7-night minimum. We do not book for less than 7 nights over Christmas and New Years.
- ONE MONTH before your stay we will send you an email to confirm your stay, please confirm your stay within 7 days. We turn lots of people away for Christmas and want to make sure we can best accommodate everyone. If we do not hear from you within 14 days, we will consider your stay cancelled.
Confirmation Policy:
- One month before your stay, we will email you for confirmation.
- Please confirm within 7 days to secure your booking.
- If we do not receive a response within 14 days, your booking will be canceled to accommodate others on the waitlist.
Office Hours:
- Closed on: Christmas Day (December 25) & New Year’s Day (January 1)
Requirements
Vaccinations
We only require that your kitty have their FVRCP (HCP, Felocell3, Distemp etc) within the last three years. This is required starting at 10 weeks old. We will also require proof of this – which can be an invoice from the vet, a vaxpass or a call from your vets' office.
If your cat is outdoor, lives with a dog or is a purebred we suggest talking to your vet about Feline Leukemia and Rabies.
Flea Protection
We only accept vet approved flea medications such as: Advantage, Revolution, Selavectine, NextGuard and Bravecto. We no longer accept flea collars.
We carry Selavectine for $30 + GST.
This is only required for kitties over 1 year old.
If you bring your flea treatment with you to drop off, we will show you how to apply it for next time. We do not charge for this.
Spay & Neuter
All animals in our care are required to be spayed or neutered after 6 months of age. We suggest doing this when your cat is between 14-21 weeks old.
Transportation
It is required by the strata of our building that your cat is IN a carrier when they are in the hall.
It is required by us that your cat is IN a carrier when they come into our office to avoid accidental contact with another cat.
Why Are Appointment Times Important?
Our staff handles a range of tasks daily, including sanitizing, emails, phone calls, invoicing, cat care, feeding, and administering medications. They also have the right to take breaks during the day. Appointment times help us organize these tasks efficiently. Your 15-minute appointment begins at the time you book. If you call to reschedule, it helps us stay on track and provide the best care possible.
Double Door Entry
This procedure is crucial for the safety of the animals. Please pay attention to the signs indicating that you need to wait at our second entry door. If a staff member does not see you immediately, there is a doorbell at the second door to notify us.
Drop-Off Instructions
Please enter through the first door and wait at the second. If you are not immediately noticed, ring the doorbell. At drop-off, we will confirm your cat's feeding schedule and handle any payments. We kindly request that you leave your cat’s carrier with us in case of an emergency.
- First Stay: You are welcome to help us set up your cat's space in the kennel.
- Subsequent Stays: For future visits, you will be welcomed in the lobby for payment and to confirm feeding schedules, but our staff will handle room setup to minimize foot traffic and ensure the comfort of our more anxious or grumpy cats.
WHAT TO BRING
What We Supply
- Litterbox & Litter
- Cat Post
- Stainless Steel Dishes
- Extra Beds & Blankets
- Temptations & Cat Nip
What to Pack
- 3 Fabric Items (bed, blanket, towel, items of owner’s clothing, etc.)
- Even if your kitty doesn’t use these at home, they help their room smell familiar.
- Toys – Please send something, as we do not supply toys.
- Your cat's food
- Treats
- First-time stay: Cat’s vaccination records
Extras We Accept
- Water Fountains
- Auto Feeders
- Note: If bringing something that needs to be plugged into the wall, let us know ahead of time.
- Include a 6-8ft extension cord.
- Litter – Only if discussed with a staff member before arrival.
What We Do Not Accept
- Dishes
- Litterboxes
- Cat Posts
- Cat Cams
- Auto-feeders that require WiFi
Please send everything in a reusable bag so that we can pack it all back up for you to pick up.
We do not require you to label your cat’s belongings or food, we will take care of all of that for you!
Please send your food in its original packaging, that way if your kitty runs out of food, I know what they like though, if you have a 15kg bag please don’t send that (haha,) I have nowhere to put something that large!
Frequently Asked Questions
Please reach us at info@catutopia.ca if you cannot find an answer to your question.
Q: Why is this required?
A: We accept kitties who go outside and who live with dogs. Some of our staff members also have pets who go outside. We do not want your pet to go home with extra passengers.
Q: What type of flea protection should be used?
A: We accept vet grade flea protection, brands we suggest are: NextGuard, Selavectine, Bravecto, Revolution and Advantage II. We carry single doses of Selavectine for $30 .
Q: What is flea protection?
A: The brands we suggest carry 30 to 90-day topical doses, this is an ointment that is applied to the back of the neck and protects your kitty from active and dormant fleas once dry.
Q: Do you accept flea collars?
A: No
Q: What kind of litter do we supply?
A: We supply Naturally Fresh Walnut Litter in Super Odor Control (clumping formal similar to sand) and Dust Free Pellets.
Q: Why can’t we supply our own litter?
A: Storage and Cleanliness. We do not have the storage compacity to house everyone’s different litter. In addition, having everyone on the same litter allows us to keep a cleaner environment as it is faster for us to smell and find things that need to be cleaned.
Q: We want to bring our own litter and litter boxes.
A: We do not accept litter boxes from outside of our facility for sanitation reasons. If your cat has a medical reason as to why they need their own litter, please discuss this with a staff member BEFORE your arrival date as we may require a note from the vet.
Q: What happens if my cat gets sick?
A: We are equipped to handle many things in house, we carry food, supplements and medical supplies that allow us to take care of your kitty to the best of our ability. Next, we have an in-house vet who comes in to check on your kitty (we do not charge you for this.) We then make a plan with our vet and contact you and if necessary, your emergency contact. If your kitty needs to go into a clinic, we will first try to make an appointment with your vet. If I cannot get an appointment soon enough with your vet, I will take your kitty to one of mine. If they need emergency care, we work with the Emerg Clinic of the Fraser Valley in Langley.
Q: How often do kitties need medication attention in your care?
A: We do not (knock on wood) have kitties who need emergency medical attention who did not already have preexisting health issues.
Our daily schedule always looks different depending on appointments, number of cats and number of staff. As we do not intermix the cats in our care, your kitty will get multiple turns throughout the day but is able to interact with everything going on through their glass door.
We start our day with a feed and full kennel clean. Every day each cat's room is tidied, litter boxes are scooped, and they get fresh dishes and clean water. We use steel dishes to avoid cat acne. During this cleaning each kitty gets a chance to explore.
Midday each cat gets a turn with a staff member. It is up to them what they do with this time, some kitties want pets, some want to play, and some want to explore. We take their lead, and they all make their own decisions (within reason of course!)
At the end of the day, we recheck everyone’s rooms, clean litter boxes as needed, and everyone gets dinner (based on their personal feeding schedule).
We feed up to 3 times per day.
We do not suggest these rooms for a cats first stay at our facility. As all our rooms have a glass door they can see into the facility at all times, making us a very social environment. The stimulation of all the sounds, smells and interaction coupled with the new outdoor surroundings are often too much for a first stay. Once we have met your kitty and see how they do in the facility we can better suggest to you the room types that would work for your kitty specifically.
Please remember that your kitty may not behave here as they do at home (like a toddler in daycare or preschool.)
The person(s) on shift every day are responsible for sanitizing, emails, phone calls, invoicing, cat care including cuddles, feeding and medications. They also have the right to a break during the day.
We accept kitties with disabilities and behavioral issues. Coming outside of your appointment time when we are working with aggressive animals or giving an injection could put the safety of the staff member at risk. This can also cause a regression in the relationship we are trying to build.
If you need to come outside of your appointment time, please call our office and we would be happy to assist you. If you are slightly early for your appointment, please wait in your car for your designated time.
Pawsome Sleeps
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