• All bookings are subject to availability and our acceptance.
• All prices are listed in Malaysian Ringgit (MYR) and include applicable taxes unless stated otherwise.
• Full payment is required at the time of booking. We accept payment methods listed on our website

• Customers must register an account with Joi Pet Hotel before making a booking. Registration allows us to collect and manage all necessary pet-related information to ensure proper care and smooth arrangements.
• You may register an account yourself via our website, or our staff can assist you in creating an account if needed.
• It is your responsibility to provide accurate and up-to-date information during registration and to update your account with any changes regarding your pet’s health, behavior, or care requirements.

• Cancellations must be made at least 24 hours before the scheduled check-in date to qualify for a full refund.
• If a cancellation is made less than 24 hours before check-in, a 50% refund will be provided.
• Refunds, if applicable, will be processed within 7 business days to the original payment method.
• No refunds will be given for early pick-up or any unused services after the booking is confirmed. To make changes, customers must cancel the existing order and place a new order.

• Booking rescheduling are subject to availability. Please check available dates on the product page or contact us before cancelling your existing booking. Once availability is confirmed, you may cancel your current booking and place a new order.
• Any changes to the booking date on the day of admission will not be entertained.
• Time changes are allowed for daycare services, but date changes are not permitted on the day of admission. If you wish to extend the daycare time, additional charges will apply and must be settled at the time of pet pickup.
• If you need to edit any booking information, please contact us directly to make the changes. Any edits that affect pricing (such as changes to grooming packages, but excluding room type) will incur additional fees, which must be settled at the time of pet pickup.
• To change the room type, you must cancel your existing booking and place a new order. Room changes are subject to availability and may affect our management system.

• All pets must be healthy, vaccinated, and fit for boarding or services. Proof of vaccination and current health status may be required.
• Owners must inform us of any medical conditions, history of aggression, recent illness.
• All pets must be free from fleas, ticks, and other parasites. Pets found to have parasites will be treated at the owner’s expense Or may be refused entry. If a pet is found to have fleas, ticks, or other parasites during their stay, the owner is required to compensate Joi Pet Hotel for all related losses and expenses, including but not limited to:
  • Cost of treating the affected pet (medication, veterinary fees, special cleaning, etc.)
  • Cost of treating and cleaning affected areas of the facility
  • Cost of treating other pets that may have been exposed
  • Loss of business or income due to temporary closure of affected rooms or areas for disinfection
  • Additional staff time and resources required for extra cleaning or care
• Owners must provide detailed written instructions for any medication or special care needs. Medications should be clearly labeled with the pet’s name and dosage instructions. Additional charges may apply for administering medication or special care.
• We reserve the right to refuse service or playground access to pets that pose a health or safety risk to other pets or staff, including aggressive, destructive, or antisocial behavior, or contagious conditions. Pets that display such behavior may be separated or refused further service.
• We are not responsible for minor incidents such as scratches, fights, or stress-related issues that may occur despite reasonable supervision and care.
• Important: Some pets may experience digestive upset due to unfamiliar food provided by the pet hotel. Owners are encouraged to supply their own pet’s usual food to minimize this risk. We are not liable for mild digestive issues caused by dietary changes.
• Access to the pet playground is only eligible for non-aggressive and sociable pets.

• While all reasonable care will be taken, Joi Pet Hotel is not liable for loss, injury, illness, or death except in cases of proven negligence.
• Joi Pet Hotel is not responsible for loss or damage to personal items (beds, toys, etc.) brought by owners for their pets.
• Owners confirm that all information provided about the pet is accurate and complete. You agree to indemnify us against any claims or damages arising from your failure to provide accurate information or comply with these Terms.
• In the event of illness, injury, or emergency, we will attempt to contact you and/or your designated emergency contact. If urgent care is required, we may seek veterinary assistance at your cost. All costs incurred for medical emergencies are the responsibility of the owner.

• Owners must provide complete and accurate information about their pet, including health status, vaccinations, medical needs, and behavioral history.
• Pets must arrive up-to-date on vaccinations and free from contagious illnesses or parasites.
• Owners are responsible for supplying all necessary medication, food, or special care items, with clear written instructions.
• Owners are liable for any damages or injuries caused by their pet to other pets, staff, or property during their stay.
• All fees incurred during the pet’s stay, including medical care, extended boarding, or damages, are the owner’s responsibility and must be paid in full.
• Owners must provide current contact details and be reachable for the duration of their pet’s stay.

Your pet’s photo and video may show up on Joi Pet Hotel social media posts for promotional purposes.

• You agree to use our website and services for lawful purposes only.
• Do not misuse our website, attempt unauthorized access, or disrupt our services.
• All content on our website, including text, images, logos, and designs, is our property or used with permission and may not be copied or used without consent.

• We may update these Terms at any time. Changes will be posted on this page with an updated date. Your continued use of our website or services constitutes acceptance of the revised Terms.

• If a pet is not picked up within 7 working days after the agreed check-out date and all reasonable efforts to contact the owner fail, the pet will be considered abandoned. Joi Pet Hotel reserves the right to put the pet up for adoption and to handle the situation in accordance with local laws and in the best interest of the pet. Additional boarding fees may apply until the pet is collected or adopted.