NEW BOOKING & PAYMENT TERMS - FROM NOVEMBER 2025
Hello Autumn!
What a summer it’s been – and a huge thank you to all of you for keeping us so busy! We’ve 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)
With that in mind, I’d like to share some important news: from 1st November 2025, bookings will reopen under a refreshed system designed to make things smoother, fairer, and more reliable for you, your cats, and our sitters.
_________________________________________________________________________________________
SO WHATS CHANGING?
1. Bookings & Payments
Bookings will only be secured only once payment is received
* Minimum 7 days’ notice for all booking requests (except emergencies)
* No more automated reminders - payment secures your sitter immediately
* No late payment fees - unpaid booking requests will simply be released
* Changes after payment will incur a £20 admin fee
* Extended trips or late returns count as a change and are subject to sitter availability
2. Booking Requests
* All bookings must go through our website booking page
* WhatsApp is for updates during live bookings (or emergencies) only
* Each booking will receive a reference number so nothing gets lost/confused
* Repeat late payments/changes/cancellations (3 strikes) will mean your account is suspended for 6 months
3. Keys and 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 key
* If you have a concierge/reception we can collect (and return) your key there
* If you have a key safe/key box we can collect (and return) your key there
* If your booking is split between 2 sitters, we will require 2 x sets of spare keys
4. Cancellation Policy
* 14+ days before: full refund
* 13–8 days before: 50% refund
* 7 days or less: no refund
* Early returns: no refund
SO WHAT CAN YOU EXPECT FROM US?
· 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 updated FAQs, and booking forms
Plus:
- Existing clients will always be prioritised
- I’ll focus more on managing the team and smooth running behind the scenes
- Prices will remain the same until at least 2026, despite rising costs
WHY THE CHANGE? WHAT ARE THE BENEFITS TO YOU & YOUR CAT?
· Less stress: no last-minute confusion, no chasing for payments = more certainty
· More consistency: smoother bookings mean calmer cats and happier sitters
· Fairness: everyone knows what to expect, and sitters are guaranteed payment
· Peace of mind: clear confirmations and WhatsApp check-ins before and during visits
SO HOW DOES IT WORK NOW?
1) Check your sitters availability on our website
2) Complete the booking form on the website for the service you require
3) Receive an “Availability Confirmation” email with booking reference & invoice
4) Make payment to secure your booking and ensure your sitter is assigned
5) We’ll check in via WhatsApp the day before your first visit
6) TAKE YOUR HOLIDAY! (While we cuddle the cats)
7) Get home safe to a happy cat and we will follow up for feedback
ANY QUESTIONS?
You’ll always find updates and availability first on our INSTAGRAM, FACEBOOK, and WEBSITE.
Full FAQs and booking terms are now online too.
I know this is a lot of change, but these updates will ensure we can keep providing a fair, reliable, and caring service - one that works for you, your cat, and our sitters.
Thank you, as always, for your trust and support. We truly couldn’t do this without you.
With love,
Nita & the Team at Love Cats Croydon
