NEW BOOKING PROCESS (Oct 2025)
Hello Autumn!
OMG - What a summer it’s been – and a huge thank you to all of you for keeping us so busy! As some of you may have seen, we even had to pause new bookings through October so that we can give our full attention to the cats already in our care (info HERE)
BOOKINGS ARE NOW RE-OPEN
Uunder a refreshed system, designed to make things smoother, fairer and more reliable for you AND our sitters
Please read the below carefully and save this page for an easy reference to links and processes:
So WHATS CHANGING?
Bookings & Payments
Bookings will only be secured once payment is received
Changes after payment will incur a £20 admin fee
Extended trips or late returns count as a change and are subject to sitter availability
All bookings must go through our website booking form DROP INS / website booking form SIGNATURE SERVICE
Minimum 7 days’ notice for all booking requests (except emergencies)
Repeat late payments/changes/cancellations/out of hrs contact/not using the booking forms etc (3 strikes) = account suspended
Keys & Meet Ups:
A spare key must be given to your sitter at the meet and greet / After your first booking, we will safely retain the spare key / If you have a concierge/reception OR a key box outside the property we can collect (and return) your key there / If your booking is split between 2 sitters, we will require 2 x sets of spare key
Cancellation Policy:
14+ days before: full refund
13–8 days before: 50% refund
7 days or less: no refund
Early returns: no refund
New Booking Process - STEP BY STEP
Check your sitters availability
Complete the booking form for the service you require DROP IN or SIGNATURE SERVICE
Receive an “Availability Confirmation” email (with booking ref no & invoice)
Make payment to secure your booking - you will have 3 days
Receive a “Booking Secured” email. We will confirm receipt of payment and assign your sitter
Receive a “Check-In” via WhatsApp the day before your first visit
TAKE YOUR HOLIDAY! You will receive daily updates via WhatsApp from your sitter to give peace of mind while you are away
Receive a “Welcome Home” email for feedback (with the aim of continuous improvement)
You will still get the best service from us PLUS THE FOLLOWING IMPROVEMENTS:
A familiar, friendly sitter – your cat will see the same sitter wherever possible
Courtesy emails if booking requests lapse, due to non-payment
A clear confirmation with every secured booking
Check-ins after bookings for feedback (we are looking for continuous improvement)
Continued investment in sitters: DBS updates, training, optional uniforms & kits
A simpler website, with bookings forms and updated FAQs to help
Existing clients will always be prioritised (a monthly email will give priority access to availability and business news)
I will focus more on managing the team and the smooth running of the business behind the scenes
Prices will remain the same until at least 2026, despite rising costs
Thank you as always, for your trust and support. We truly couldn’t do this without you.
With love,
Nita at Love Cats Croydon
