Booking, Payment & Cancellation Terms

BOOKING / PAYMENT / CANCELLATION

1. Bookings & Payments

BOOKINGS WILL ONLY BE SECURED ONCE PAYMENT IS RECEIVED

  • Minimum 7 days’ notice for all booking requests (except emergencies)

  • Payment secures your sitter immediately

  • Unpaid confirmations will simply be released (you will be notified)

  • Changes after payment 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 booking forms on the website

  • WhatsApp is for for live updates (or emergencies) only

  • Each booking will receive a reference number so nothing gets lost/confused

  • Repeat missed payments/changes/cancellations/contact at inappropriate hrs/refusal to use booking channels as advised (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

NOTE:

If you return earlier than the dates booked, no refunds will be issued

If you return later than the end date booked and require additional emergency visits, these will be subject to availability, and you may not see the same sitter. You will be charged for the change plus the additional visits

If specific timings are required per visit, they must be agreed at the stage of request.  FOR SAFETY ALL VISITS WILL TAKE PLACE DURING DAYLIGHT HOURS unless otherwise agreed with your sitter prior

If your sitter must undertake unexpected tasks while at any visits, that run to 30mins longer than booked, one further drop-in visit will be charged. 

Please note any bookings and payments taken via Cat in a Flat will follow their booking and cancellation policy.

CIAF cancellation fee depends on how much notice you give.

  • There will be NO CANCELLATION FEE if your cat sitting is still at the enquiry stage, even if we have confirmed the dates.

  • There wil be NO CANCELLATION FEE if you give us 16 days notice on a completed booking.

  • If you cancel 15 to 8 days before your booking starts you will be fully refunded, excluding the Cat in a Flat fixed £1.50 booking fee.

  • If you cancel 7 days or less before the booking starts, you may be charged via Cat in a Flat - Love Cats Croydon will then receive up to 30% of that charge.

  • If you cancel during a booking, there will be no refund.

  • If you arrive home earlier than expected, there will be no refund.

For more info please visit the Cat in a Flat full cancellation fee page, HERE