Terms & Conditions
1. Terms and Conditions
1.1 Please ensure you have read through these terms and conditions before entering into an agreement with Mutts & Mittens. Please also ensure you have read through the terms and conditions relating to the specific service you are purchasing in the relevant sections below (Swimming: Points 16-19; Boarding: Points 20-26; Daycare: Points 27-31) as well as the general terms and conditions (Points 2-15). The conditions below are legally binding and may affect how your pet(s) is cared for.
2. Information About Us
2.1 www.muttsnmittensactive.com is a site operated by Mutts & Mittens Pte Ltd. We are registered in Singapore under the Business Registration Number 200309323W and with our registered office at 59 Sungei Tengah Road Blk B #01-03 The Animal Lodge Singapore 699014. Our GST Registration Number is 200309323W.
3. Your Status
3.1 By placing an order through our site or on the telephone, you warrant that:
3.1.1 You are legally capable of entering into binding contracts
4. Right of Acceptance or Rejection
4.1 Mutts & Mittens Pte Ltd reserves the right to accept or reject any swimming, boarding or daycare proposal as we deem fit without assigning a reason.
5. How the Contract is formed between You and Us
5.1 Upon placing your order online, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to book our Swimming, Boarding or Daycare Services. All telephone and on-line orders are subject to acceptance by us, and we will confirm such acceptance to you either during our telephone, WhatsApp or email interactions. The contract between us (“the Contract”) will only be formed when you have made the full payment under the Contract.
6. Payment Terms
6.1 Mutts & Mittens is GST registered and all our prices presented already include GST.
6.2 Our payment terms are as follow:
6.2.1 Boarding: The entire period of your pet’s stay will be charged upon booking via our website. Full payment must be made within 3 working days from the booking date to confirm the reservation.
18.104.22.168 Additional charges, including but not limited to, medical services, food supplements, vet charges, extensions of stays must be paid in full before checking out.
6.2.2 Swimpass: Your Swimpass order is only complete when we receive full payment within 3 days of your order.
6.2.3 Daycare Pass: Your Daycare Pass order is only complete when we receive full payment within 3 days of your order.
6.3 Our modes of payment are:
6.3.1 Bank transfer, and
6.3.2 Mobile Payments (PayNow, PayLah, OCBC Pay Anyone, etc)
7. Pet Owners’ Responsibility
7.1 Mutts & Mittens Active experiences a high volume of traffic of dogs and such an environment is associated with an increased risk of transmission of communicable diseases such as, but not limited to, Canine Distemper, Canine Hepatitis, Leptospirosis, Parvovirus, Parainfluenza and Kennel Cough. To ensure the health of your pets:
7.1.1 It is your responsibility to ensure that your pet has the required vaccinations and parasite preventions.
7.1.2 We accept no responsibility should the pet(s) subsequently suffer any communicable diseases or illnesses associated with tick/fleas and heartworm, etc after visiting our facilities.
8.1 You shall be notified of any matters by way of WhatsApp, email or certified mail and no further notice shall be deemed necessary which you acknowledge is sufficient means to give you notice by us.
9. Events Outside our Control
9.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
9.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
9.2.1 strikes, lock-outs, other industrial action or shortage of labour resulting from embargoes (domestic or foreign);
9.2.2 civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
9.2.3 fire, explosion, storm, flood, landslide, earthquake, subsidence, epidemic or other natural disasters;
9.2.4 impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
9.2.5 impossibility of the use of public or private telecommunications networks; or
9.2.6 the acts, decrees, legislation, regulations or restrictions of any government.
9.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
10.1 If we fail, at any time during the term of a Contract, to insist upon the strict performance of any of your obligations under the Contract or any of these Terms and Conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
10.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.
10.3 No waiver by us of any of these Terms and Conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.
11.1 If any of these Terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
12. Entire Agreement
12.1 These Terms and Conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.
12.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other and that nothing may be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these Terms and Conditions.
12.3 Neither of us shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party’s only remedy shall be for breach of contract as provided in these Terms and Conditions.
13. Our Right to Vary these Terms and Conditions
13.1 We have the right to revise and amend these Terms and Conditions from time to time.
13.2 You will be subject to the Policies and Terms and Conditions in force at the time that you order Services from us, unless any change to those Policies or these Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those Policies or these Terms and Conditions before we provide you with the Order Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the notice).
14. When the Unthinkable Happens
14.1 Sometimes, we find ourselves in the terrible situation of caring for pet(s) whose owners have been unreliable with payment or have simply gone off the radar. With much regret, we include the following to our Terms & Conditions.
14.1.1 If your pet is not picked up by you (or your authorized representative) within 14 days after the day your pet is scheduled to depart or no payment has been made within 3 months, you understand that your pet shall be deemed to be abandoned and shall be removed after abandonment, and you specifically waive all statutory or legal rights to the contrary or claims for compensation.
14.1.2 You understand that pet abandonment is a criminal or civil violation of the statues of the Singapore Laws.
14.1.3 You shall remain liable for all fees due and, in addition, agrees to pay any and all costs incurred by us in the event of any prosecution that may be taken in under such circumstances.
15. Law and Jurisdiction
15.1 Contracts for the purchase of Products through our site will be governed by the Law of Singapore. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the Courts of The Republic of Singapore.
16. Health & Vaccinations
16.1 Please ensure your dog is in good health. Dogs displaying signs of illness such as vomiting, diarrhoea, runny noses, cough, open wounds or skin conditions will not be allowed entry
16.2 Your dog will be required to have a sufficient level of antibodies to safely use our pool. It is your responsibility to ensure that your pet is up to date on all vaccines (DHLPP - Canine Distemper, Canine Hepatitis, Leptospirosis, Parvovirus and Parainfluenza) or a yearly titre test accompanied by an annual Leptospirosis vaccination. This vaccination or titer test needs to have been done no more than 12 months ago, and not sooner than 14 days ago (your pet will experience a drop in immunity immediately after vaccination, and the 14 days is to provide a safety margin for his immunity to build up post vaccination).
16.2.1 You will be required to provide your dog’s vaccination/titer test validity at the point of purchase. You will further need to provide proof of vaccination/titer test (image of vaccination card, titer test result) be sending it to us via Whatsapp before your dog’s first visit to our pool.
16.2.2 Failure to provide proof of vaccination/titer test in a timely fashion can result in a refusal to entry.
16.3 Scheduled Dogs (incluing their crosses) are not allowed into our facility.
17.1 Our swimpass allows you to redeem five 1-hour swim sessions in our pool. Each entry admits 1 dog with 2 accompanying humans. Only children 10 years and above will be admitted.
17.2 Our standard 5-session swimpass is valid for 3 months from the date of purchase. This validity can be extended for up to 3 additional months with the purchase of a swimpass extension.
17.2.1 In the event of special circumstances (illness/injury) that prevents you from completing your swimpass within the validity period, you may seek an extension of the swimpass at Mutts & Mittens discretion.
17.2.2 Any sessions still remaining after the expiry date of the swimpass will be considered used.
17.3 Each swimpass is tied to the particular dog’s vaccination/titer test records and as such is not transferrable.
17.3.1 Swimpasses cannot be shared between dogs in the same household or otherwise.
17.3.2 In the event of special circumstances, we may allow the swim pass to be transferred to another dog within the same household.
18. Conduct in Pool
18.1 It is the responsibility of the owner to ensure that the dog is under the supervision of a responsible adult at all times.
18.1.1 Owners must keep their dogs under control at all times, even to the extent of keeping them on leash whilst on deck.
18.1.2 We will accept no responsibility for any injuries sustained by your dog resulting from inadequate supervision.
18.2 It is the responsibility of owners to conduct themselves and their dogs safely while in the pool and engage in no activities that may result in injury, unconsciousness or drowning.
18.3 No food or drink may not be consumed while in the pool or on the pool deck.
19. Pool closure
19.1 The pool will be closed for safety reasons in the event of lighting risk as published by NEA on their website. Affected customers will receive a WhatsApp message notifying them of the pool closure. Their booked session will be cancelled and customers will be able to rebook another time slot.
19.1.1 Customers who fail to turn up for their booked session and who have not received a Whatsapp message notifying them of the pool closure will be considered a no-show and their booked session will be considered used.
19.1.2 If the pool is closed due to lightning risk at least 45 minutes into the session, the session will be considered used.
19.2 Mutts & Mittens Active reserves the right to cancel reservations and close the pool for maintenance works.
20. NRIC Verification
21. Health & Vaccinations
21.1 Please ensure your dog is in good health. Dogs displaying signs of illness such as vomiting, diarrhoea, runny noses, cough, open wounds or skin conditions will not be allowed entry.
21.2 It is your responsibility to ensure that your pet is up to date on all vaccines (DHLPP - Canine Distemper, Canine Hepatitis, Leptospirosis, Parvovirus and Parainfluenza). This vaccination needs to have been done no more than 12 months ago, and not sooner than 14 days to the start of boarding (your pet will experience a drop in immunity immediately after vaccination, and the 14 days is to provide a safety margin for his immunity to build up post vaccination).
21.2.1 You will be required to provide your dog’s vaccination validity at the point of purchase. You will further need to provide proof of vaccination (image of vaccination card) by sending it to us via Whatsapp before your dog’s scheduled check-in.
21.2.2 Failure to provide proof of vaccination in a timely fashion can result in a refusal to entry.
21.2.3 Should there be a medical reason why your pet(s) cannot be vaccinated, we will accept your dog with a note from the vet but accept no responsibility for any viral diseases contracted during/after its stay.
21.3 Lyme disease, Ehrlichia canis, Ehrlichia ewingi, Anaplasma phagocytophilum, and Anaplasma platys are transmitted by ticks. All pet(s) will receive a dose of tick and flea prevention (Bio-X, Frontline or Simparica or similar product) upon arrival at Mutts & Mittens Active as a compulsory preventive measure. We note that this measure is only prophylactic and is not 100% fool proof.
21.3.1 If your pet(s) is on your own tick prevention and needs to be administered a dose during its stay with us, it is your responsibility to provide the required dosage and administration instructions at check-in.
21.3.2 We accept no responsibility for any tick and flea related problems that may occur during/after the stay. It is your responsibility that your dog is free of fleas, ticks and other parasites.
22. Microchip and Dog Licensing
22.1 Boarding dogs must have microchip and must be licensed under the Animals and Birds (Dog Licensing and Control) Rules. It is the owner's responsibility to have your pet microchipped and licensed prior to boarding. You will be required to provide your dog’s AVS License Number at the point of purchase. You will further need to provide proof of AVS License (image of AVS License) by sending it to us via Whatsapp before your dog’s scheduled check-in.
23.1 Boarding dogs are fed a premium kibble top with deluxe wet food. If your pet(s) has a sensitive digestive system or has any known allergies, we advise you to provide an alternative food supply sufficient for the duration of your pet(s) stay.
24. Medical Issues, Emergencies and Veterinary Attention
24.1 Occasionally, our boarding pet(s) may experience minor problems e.g., superficial cuts, skin rashes, eye/ear infections, abrasions and cuts that we are able to handle on site without the need for veterinary attention. These problems are generally benign and can usually be managed by our caretakers. We will treat these conditions and update you accordingly.
24.2 However, should there be any medical emergency that demand quick action (e.g., collapsed, suspected Gastric Dilatation Volvulus also known as a stomach bloat), the wellbeing of your pet(s) comes first. We will make reasonable efforts to contact you. Failing which we will seek immediate veterinary attention for your pet(s) at the nearest available veterinary clinic. You give the veterinarian complete authority to treat your pet in whatever manner deemed necessary in the circumstances according to the veterinarian’s discretion. In this regard releases the treating veterinarian shall discuss your pet’s condition and treatment options with Mutts and Mittens on any aspect of any illness or injury presented for treatment. You shall be liable for the medical expenses and transport costs to the veterinarian incurred on your behalf for your pet.
25. Emergency Contact
24.1 You will be our first point of contact. However, should we be unable to reach you, your nominated emergency contact will be empowered to make all decisions on your behalf including but not limited to medical decisions, care of pet(s), custody of pet(s) e.g., your emergency contact is authorized to check out your pet(s) without additional authorization. If you or your emergency contact is not reachable then we shall act in the manner necessary in the interests of your pet under the circumstances.
26. Cancellation Policy and Refund Policy
26.1 We offer refunds at our discretion and after deduction of any expenses already incurred by us provided you cancel your booking 4 weeks before the commencement of the boarding of your pet. However, we have a strict non-refundable, non-cancellation, non-amendable policy in the following situations:
26.1.1 Reservations made for the months of June, December and Chinese New Year
26.1.2 After boarding your pet and you decide to check out your pet before the expiry of the booked boarding, regardless of the reason
26.2 An administrative fee of 20% – 25% will be charged for any refund/cancellation.
27. Price and Payment
27.1 The price of our boarding services will be as quoted on our site from time to time, and shall be applicable, except in cases of obvious error.
27.2 Our site contains pictures of boarding rooms for illustration purposes and it may not always be possible for us to provide a boarding room as pictured.
27.3 We will normally contact you and confirm the booking of your pet(s) or reject your order if we are fully booked or your pet(s) did not have a valid vaccination or AVS License and notify you of such rejection.
27.4 We are under no obligation to provide a boarding room to you even after we have provided you with an email confirmation, until you have made the full payment.
27.5 Check-in & Check-out times
27.5.1 Normal Check In & Check Out times
Check-in: 2.00pm to 4.30pm
Check-out: 10.00am to 12.00pm
27.5.2 Major Public Holidays (Christmas Day, New Year's Day and Chinese New Year)
27.5.3 Eve of Christmas Day, New Year's Day and Chinese New Year
Check-in: No check-in
Check-out: 10.00am to 12:00pm
27.5.4 Other Public Holidays
Check-in: 2.00pm to 4.30pm
Check-out: 10.00am to 12.00pm
28.1 Your dog will need to pass a temperament assessment before he can commence daycare
28.2 Dogs that have not been to daycare for the period of 6 months and above will need to go through a sociability re-assessment
28.3 Please ensure your dog is not
28.3.1 aggressive towards humans
28.3.2 aggressive towards dogs
28.3.3 protective of toys
29. Health & Vaccinations
29.1 Please ensure your dog is in good health. Dogs displaying signs of illness such as vomiting, diarrhoea, runny noses, cough, open wounds or skin conditions will not be allowed entry
29.2 As our daycare program includes swimming, your dog will be required to have a sufficient level of antibodies to safely use our pool. It is your responsibility to ensure that your pet is up to date on all vaccines (DHLPP - Canine Distemper, Canine Hepatitis, Leptospirosis, Parvovirus and Parainfluenza) or a yearly titre test accompanied by an annual Leptospirosis vaccination. This vaccination or titer test needs to have been done no more than 12 months ago, and not sooner than 14 days ago (your pet will experience a drop in immunity immediately after vaccination, and the 14 days is to provide a safety margin for his immunity to build up post vaccination).
29.2.1 You will be required to provide your dog’s vaccination/titer test validity at the point of purchase. You will further need to provide proof of vaccination/titer test (image of vaccination card, titer test result) be sending it to us via Whatsapp before your dog’s first daycare session.
29.2.2 Failure to provide proof of vaccination/titer test in a timely fashion can result in a refusal to entry.
29.3 It is your responsibility that your dog is free of fleas, ticks and other parasites.
29.3.1 We will apply a flea and tick treatment at your cost should your dog be found have fleas/ticks.
30. Daycare Participation Risk
30.1 There are inherent and potential risks involved in the interactions between your dog and humans and other dogs. These include but are not limited to:
30.1.1 Minor problems e.g., superficial cuts, skin rashes, eye/ear infections, abrasions and cuts in the course of interactions with daycare caregivers and other daycare dogs. These will be treated on site without recourse to veterinary attention.
30.1.2 Bodily injury, including permanent disability, sickness or death to human or dog
30.1.3 Property damage both belonging to you (e.g., your dog's toys), other dog's toys, or Mutts & Mittens Active property
30.1.4 While Mutts & Mittens Active will take all reasonable steps to ensure that any risks are limited, the responsibility and liability for all risks, including, without limitation, all losses, costs and damages incurred as a result of me or my dog’s participation belongs to you.
31. Veterinary Care and Veterinarian Liability
31.1 Should a medical emergency requiring quick action occurs (e.g., collapsed, suspected Gastric Dilatation Volvulus also known as a stomach bloat), the wellbeing of your pet(s) comes first. We will make reasonable efforts to contact you. If you cannot be reached and the medical attention is required urgently, Mutts & Mittens Active is authorised to act on your behalf to seek medical treatment for your dog at our discretion. You give the veterinarian complete authority to treat your pet in whatever manner is deemed necessary in the circumstances according to the veterinarian’s discretion. You shall be liable for the medical expenses and transport costs to the veterinarian incurred on your behalf for your pet.
32. Duty of Disclosure
32.1. It is your duty to disclose any and all medical or other conditions, included but not limited to personality concerns or behaviours that may affect limit or prevent your dog’s ability to participate in the Daycare programme.
32.2 Mutts & Mittens Active reserves the right to refuse admittance to any dog or dismiss any dog that does not meet or maintain the health, temperament or other daycare standards. The determination shall be made at the sole discretion of Mutts & Mittens Active.