Serious bites or scratches

In accordance with the responsibilities imposed under the Anti-Rabies Act of 2007, if a pet causes a deep bite or serious scratch to a Fur Casa staff member or another person, Fur Casa may require the owner to pay a ₱5,000 medical/security deposit. This is particularly relevant where required vaccinations are missing or cannot be verified.

The deposit may be applied to reasonable expenses arising from the incident, including vaccinations, medical treatment or surgery, hospital expenses, transport and documented loss of income.

Costs above or below the deposit

If the actual reasonable costs exceed ₱5,000, the owner remains responsible for the additional amount. If the costs are lower, any unused balance will be returned after the relevant expenses have been supported by receipts or other reasonable evidence.

Injury caused to others

The owner is responsible for reasonable expenses and losses arising from injury caused by their pet to a Fur Casa staff member, another animal or another person, including medical treatment, rehabilitation and documented loss of income where applicable.

Reasonable care and inherent risks

Fur Casa will use reasonable care when providing its services. However, pets can experience stress, anxiety, illness, accidents, parasite exposure, skin irritation or other unexpected conditions while being handled, groomed, boarded or cared for.

To the extent permitted by law, Fur Casa, its owners and staff are not responsible for injury, illness, accident, stress, anxiety, trauma, parasite transmission, skin irritation or death unless the loss was caused by Fur Casa's gross negligence or where liability cannot lawfully be excluded.

Pre-existing conditions and disclosure

Fur Casa is not a veterinary diagnostic facility and visual inspection may not identify an existing illness, skin condition, parasite problem or other medical issue. Fur-ents must disclose relevant medical history, allergies, infections, heart conditions, recent surgery, physical sensitivities and other information that may affect safe care or handling.

Requested procedures

Where a Fur-ent specifically requests a procedure such as anal sac expression, an underlying or undetected condition may become apparent or be aggravated during the procedure. The Fur-ent accepts the inherent risk of complications arising from a pre-existing condition that could not reasonably have been identified by Fur Casa beforehand.

Grooming tools and handling

Grooming requires close handling and the use of clippers, scissors and other tools. Minor nicks or abrasions can occur, particularly where a pet moves suddenly or cannot be handled safely. Fur Casa is not responsible for such incidents except where caused by its negligence or where liability cannot lawfully be excluded.

Do not interfere during grooming

Fur-ents and visitors must not approach, distract or attempt to handle a pet while a Groomer is actively working unless requested by a Fur Casa team member. Sudden distraction may cause movement and increase the risk of injury.

Eye irritation

During clipping, shaving or haircutting around the head and face, very small pieces of fur may occasionally enter or irritate a pet's eyes. Fur Casa takes reasonable precautions to remove loose hair and clean the eye area before the pet leaves.

Mild redness or irritation that develops later may also result from microscopic hairs, environmental allergens or the pet rubbing its face against carpet, furniture or other surfaces. Except where required by law or where Fur Casa was negligent or engaged in wilful misconduct, Fur Casa is not responsible for resulting veterinary expenses after the pet has left the premises.

Skin sensitivity and grooming procedures

Hair cutting, clipping, shaving, brushing, deshedding, dematting, nail trimming, ear-hair plucking and anal sac expression may result in temporary sensitivity, mild redness, irritation or discomfort. Some pre-existing skin or anal gland conditions may only become noticeable during or after grooming.

Fur Casa will use reasonable care to minimise irritation but, except where required by law, is not responsible for temporary sensitivity or the manifestation of a pre-existing condition that was not reasonably apparent before the service.

Behaviour after grooming

Some pets may behave differently after a first groom, a long break between grooming visits or a major coat change such as a full shave. This can include hiding, shaking, stiffness or other temporary behavioural changes. Fur-ents should monitor their pet and obtain veterinary advice at their own expense if symptoms persist or cause concern.

Fur Casa may refuse, modify or discontinue a service where continuing would be unsafe or inappropriate for the pet, staff, other animals or visitors.

Partial Grooming refund

If a pet becomes unserviceable because of illness, aggression or another safety concern after Grooming has started, management may approve a partial refund based on the work already completed. Where major steps such as bathing, drying or brushing have already been performed, any partial refund will not exceed 30% of the Grooming charge.

A safety-related service discontinuation is different from a customer-requested cancellation of a confirmed booking. Customer cancellations are addressed in Section 8.

Verification

Fur Casa may request vaccination or treatment records at check-in or before the service. Records may be supplied through the customer's Fur Casa pet profile, email, Messenger, WhatsApp or another method accepted by Fur Casa.

Illness and parasite transmission

Vaccination and preventive treatment reduce risk but cannot eliminate it entirely. To the extent permitted by law, Fur Casa is not responsible for illness or parasite transmission merely because a pet was vaccinated or believed to have immunity.

View current Service Requirements →

Nighttime Pet Hotel care

Overnight pets are fed, provided appropriate potty breaks and housed in their designated suites or accommodation. Pets are not continuously physically monitored inside individual suites during sleeping hours, but Fur Casa has 24/7 CCTV and an on-site Pet Hotel Attendant.

Grooming hygiene

Fur Casa may perform anal sac expression where the sacs are full and the procedure is considered appropriate to reduce the risk of leakage during blow-drying. The procedure will not be performed where the pet is not in a suitable physical condition.

Diapers and Grooming collection

Diapers may be required for pets waiting at Fur Casa or pets in heat. Grooming pets should be collected within 30 minutes after Fur Casa advises that the service is complete. Daycare charges may apply where a pet remains beyond that period.

Third-party transport

Where a third-party provider transports a pet, that provider is responsible for accidents attributable to its transport service. Fur Casa's responsibility is limited to the services that Fur Casa itself provides, subject to applicable law.

Emergency veterinary care

Fur Casa is authorised to seek emergency veterinary attention where reasonably necessary for a pet's welfare. The Fur-ent remains responsible for the veterinary, medication, transport and related costs arising from that treatment.

Photos and videos

Fur Casa may use photographs or videos of pets for customer updates, marketing or social-media purposes unless the Fur-ent opts out in writing before the service.

Owner certification

By booking, the Fur-ent confirms to the best of their knowledge that the information supplied about the pet is accurate and that relevant medical, behavioural and care information has been disclosed.

A service-specific digital or paper waiver may ask the Fur-ent to confirm additional information relevant to the particular Grooming, Pet Hotel or Daycare service. The waiver and these Terms & Conditions are read together.

Pending requests

A pending booking request may be withdrawn before approval where the Fur Casa booking system provides a Cancel Request option. This is not the same as cancelling a confirmed booking.

Confirmed bookings

Confirmed bookings are not cancellable as a general rule. In exceptional circumstances, Fur Casa may approve a customer-requested cancellation or refund on a case-by-case basis, subject to applicable law.

Approved refund processing fee

If Fur Casa exceptionally approves a customer-requested cancellation and refund, a processing fee of 3.5% of the amount approved for refund plus ₱10 will be deducted from the refund. This offsets payment-processing charges that may not be returned to Fur Casa and the transaction or transfer costs of returning the funds.

This fee does not apply where prohibited by law or where Fur Casa is legally required to provide a full refund. A service stopped by Fur Casa for health or safety reasons remains subject to Section 4 above.