1) Pre-Consultation Visit
To ensure that pets receive optimal care while pet owners are away, a pre-consultation visit is mandatory before commencing pet care services. Returning pet owners may waive the pre-consultation provided they declare that no changes have occurred since their most recent service with Mind My Cat, including: (i) the location and layout of the service site; (ii) the health condition of the pet(s); and (iii) no new pets have been added to the household requiring care.
If a pet owner cancels prior to the pre-consultation visit, the full pre-payment will be refunded. However, if the cancellation occurs following the pre-consultation visit, HKD80 will be retained as compensation for the pre-consultation and the remaining prepayment will be refunded. For the complete cancellation policy, please refer to Section 4 below.
2) Pet Care Service:
Our pet care services are provided by one of the 2 groups of professional Carers:
- Standard Carer
- Specialist Carer (namely vet, vet nurse and/or professional pet trainer only)
The applicable rates1, based on the duration of each session, are as follows:
| Session Duration2 (minutes) | Standard Carer3 (HKD) | Specialist Carer(HKD) |
| 30 | 230 | 350 |
| 60 | 410 | 600 |
3) Ancillary Fees And Discounts
- A daily travel subsidy of HKD25 or such amount mutually agreed upon shall be payable to the pet carer if cross-region travel (e.g. KLN to NT, NT to HK Island etc.) will be required.
- Member discount will automatically be applied at checkout for returning pet owners who are signed in as members.
- A cash voucher of HKD230 will be granted for referral of every ten (10) first-time customers who successfully complete one of our pet care services. These vouchers may be redeemed during the checkout process of any subsequent booking(s) and may not be converted to cash payment.
4) Cancellation And Refund Policy4
- If a pet owner cancels before the pre-consultation visit, the full prepayment will be refunded.
- If a pet owner cancels after the pre-consultation visit with more than twenty-four (24) hours’ notice prior to the first service session, a refund will be issued for the full prepayment less HKD80.
- If a pet owner makes a cancellation with less than twenty-four (24) hours’ notice prior of the first service session, no refund of the prepayment will be provided.
- If a pet carer cancels and an alternative pet carer is unable to be arranged, the full prepayment will be refunded.
Notes:
- The rates above apply to the first two pets in each session. For every pet beyond the first two, a surcharge of HKD20 for each additional pet will apply.
- Service time is calculated as the total uninterrupted duration per session. The initial 30 minutes are provided as a continuous period and are not permitted to be divided into multiple visits.
- All Standard pet care professionals are certified under the Pet Sitters International “Health & Sanitation Certificate for Pet-Sitting Business” or holders of similar pet care-related qualifications.
- Refund will be processed within 20 calendar days.
The above information is for reference only and is subject to the terms and conditions of any applicable agreement. The Company reserves the right to amend these details at its sole discretion, without further notice. The continued use of Mind My Cat shall constitute the acceptance of any such amendments.