Our Terms & Conditions

When you arrive for drop-off or pick-up, please WhatsApp or call us to let us know you are here. We will come to the gate to meet you.

Please do not ring the doorbell, open the gate yourself or honk. This is a residential area and doing so may result in a saman (fine) .

We appreciate your patience. We will always be there as quickly as we can.

Standard hours for each service are listed on their pages. If you need to drop off or pick up outside these times, please let us know in advance — additional charges apply.

Early check-in: If you have requested and been confirmed for early check-in but arrive during standard hours, the early check-in fee still applies. The fee is based on the arrangement confirmed, not the actual arrival time.

No check-in or check-out on:

• 4 July

• 6 August

Please plan your bookings around them.

During major festive seasons (Hari Raya, Chinese New Year, Deepavali and other major holidays), no check-in or check-out is available after 6PM.

We consider any booking request made less than one week before the intended date to be last minute.

• First-timers: We do not accept last-minute bookings. We need time to review your intake form, confirm vaccinations and arrange a trial daycare session for dogs. Please plan ahead.

• Regulars: We may be able to accommodate last-minute requests at our discretion. A last-minute fee applies.

Dogs must complete a paid trial daycare session at least two weeks before their first boarding stay. This is not negotiable — it is how we make sure your dog is comfortable with us and compatible with our environment before an overnight stay.

Cats do not require a trial — they can proceed directly to boarding.

If your pet has not stayed with us for a year or more, we ask that we start fresh. Pets change over time — their temperament, health and socialisation can all shift. We would rather take the time to get to know them again than assume they are the same pet we last saw.

Please reach out in advance so we can arrange a reassessment before confirming your booking.

We understand that plans change. However, last-minute cancellations affect our ability to care for other pets and manage our limited slots.

• Refunds of deposits are considered on a case-by-case basis.

• If a cancellation is made less than 24 hours before the booking date, we reserve the right not to refund the deposit.

• No-shows are treated the same as last-minute cancellations.

If you need to cancel or reschedule, please let us know as early as possible — we will always try to work with you where we can.

Before any service begins, you must send us:

• Proof of vaccination (a photo of your pet's vaccination record)

• Details of any tick and flea preventive used — brand name and date of last application

If your pet is medically exempt from vaccinations, a vet letter or titer test results are required in place of the standard vaccination proof.

If your pet arrives with an outdated or missing preventive treatment, we will apply one ourselves, bathe your pet and charge you accordingly. This is not optional — it is a non-negotiable part of keeping all pets in our care safe.

Your pet must be in good health at the time of every visit or stay. Please do not send a pet that is unwell, recovering from surgery or showing signs of a communicable condition within the past 30 days.

If your pet becomes unwell during their time with us, we will contact you immediately. If we cannot reach you, we are authorised to transport your pet to the nearest vet clinic and seek medical treatment on your behalf. All costs — treatment and transport — are your responsibility.

We are not a veterinary facility. We will always act in your pet's best interest, but we are not liable for any consequences related to veterinary treatment or decisions made by the vet.

All pets must arrive completely free of ticks and fleas. If we discover an infestation upon arrival, we will treat your pet immediately — bathe, treat and charge. We will not allow an untreated pet into our home as it puts every other pet in our care at risk. 

By sending your pet to us, you confirm that they are in good health and have not displayed aggression, threatening behaviour or harm towards people or other animals.

If a pet displays aggressive or dangerous behaviour during their stay, we reserve the right to remove them from the group immediately and arrange for the booking to end early. You will be contacted and asked to collect your pet as soon as possible.

In cases where early collection is not possible, we may arrange temporary alternative care at your expense.

Any misleading information provided about your pet's temperament is a breach of these terms and may result in immediate termination of the booking with no refund.

Puppies, kittens, senior pets and pets with pre-existing conditions naturally carry a higher risk of stress-related illness, injury or health complications in any boarding environment. By using our services for these pets, you acknowledge and accept this risk.

We take every precaution we can. But we ask that you are realistic and transparent with us about your pet's condition before booking.

A note on elderly pets: If a senior pet passes away while in our care, we will transport them to the nearest vet where they will be held until you can be reached. If the nearest vet is closed, we will transport to the nearest 24-hour facility. A transport charge will apply.

We know this is a deeply difficult topic. We handle it with the care and dignity it deserves.

Please bring enough food and medication to cover your pet's entire stay — with a small buffer for unexpected delays.

If food or medication runs out during the stay, we will purchase a replacement and charge you the actual cost plus a delivery and admin fee. We will let you know before doing so where possible.

 If your pet soils their fur during their stay, we will clean or bathe them as needed. This will be charged to you. 

Daycare ends at 6PM. If your pet is not collected by 6PM, we will continue to provide care and charge the appropriate overnight or extended care rate. We reserve the right to decline after-hours pick-up if prior notice was not given.

Despite our best care and supervision, minor injuries — scratches, small punctures — can sometimes occur when pets interact. This is an inherent risk of a shared living environment.

Injuries caused by your pet to another pet or to our team: You are responsible for covering the cost of the first vet visit. Further compensation is handled on a case-by-case basis and with mutual agreement between all pet owners involved. We strongly recommend having pet insurance.

Damage to property, furniture or equipment: If your pet damages anything in our home, you are responsible for the cost of repair or replacement.

Injuries to your pet: We take every reasonable precaution. Neither Swirly and Friends nor any member of our team is liable for illness, injury or death of your pet provided that reasonable care was taken. By using our services, you accept this.

We are not responsible for any lost or damaged personal items belonging to you or your pet. Please do not bring irreplaceable items — sentimental toys, expensive accessories or anything you would be devastated to lose. 

We love sharing photos and videos of the pets in our care on social media and in our marketing. By using our services, you give us permission to use your pet's name and images taken during their stay across our platforms — Instagram, Facebook, TikTok, website and any other marketing materials.

No compensation is provided for the use of these images. If you would prefer your pet not to be featured publicly, please let us know when you book and we will respect that completely.

Payment is due at the end of the service — at or before pick-up.

If payment is not made at pick-up: We reserve the right to retain your pet and continue charging for ongoing care until full payment is received.

Late payment: If full payment is not made within 14 days of the due date, a late charge of 18% of the total bill will be applied.

Outstanding payment beyond 7 days after notification: We will proceed with the Abandoned Pet Procedure below.

We hope this never applies. But in the interest of full transparency, here is what happens if a pet is not collected and payment is not made.

We will attempt to contact you — and your emergency contact — by phone and in writing. If your pet is not collected within 7 days of the agreed departure date, your pet will be considered abandoned under the terms of this agreement.

In that case, we will arrange for your pet to be placed with a trusted adoption partner, animal shelter or new owner. By agreeing to these terms, you release Swirly and Friends from further responsibility for your pet should this procedure be followed.

We genuinely hope it never comes to this. But you deserve to know.

We do not offer discounts. Our pricing reflects the quality and level of care we provide — and we stand by it.

That said, we understand that life is sometimes hard. If you are going through a difficult time financially, speak to us privately. For clients who have built trust with us over time, we may be open to an instalment arrangement. Reach out and we will have an honest conversation.

We reserve the right to decline any booking or end any booking already in progress if a pet does not meet our health, temperament or care standards. This decision is made at our discretion and will always be communicated to you directly.

Termination of a booking under these circumstances does not entitle you to a refund of any fees paid.

We reserve the right to update these terms at any time. We will not notify you individually of changes. The version currently on this page is the version in effect. 

These terms are governed by the laws of Malaysia. If any part of this agreement is found to be unenforceable, the remaining terms continue in full effect. 

By agreeing to these terms once — through your intake form or by using our services — you agree for all future bookings with us.