In order to secure a booking, clients must sign up, create an account through our booking system and agree to the company policies. Failure to adhere to our company policies may result in future bookings or service requests being cancelled or declined.
If you are a new client requesting our services for the first time, a meet and greet visit (no charge) will be arranged prior to your booking. This allows us the chance to meet you and your cat(s) to discuss their daily routine/needs, and find out where all the necessary items are stored such as food, litter and trays, and cleaning products ect . It also provides you with the chance to meet your sitter and ask any questions that you may have. This is simply a one-off visit for new clients and is not necessary for any future bookings.
All booking requests are approved or declined within 48 hours of the request being made.
Feline Fanatics does not accept bookings to share cat feeding visits and/or duties with any other parties (ie: friends, neighbours or family members).
Should you need to make a last minute booking (ie: within 72 hours of departure), please put the booking request through as normal and send us an email/message to advise us of the booking urgency. We will need as much time as possible to arrange collection of your house key (if needed), obtain any updates on your cats health and routines, and make any alterations necessary to our daily schedule.
It is requested that you contact your sitter (via phone, email or message) to advise of your arrival back home. This provides us with the peace of mind that your feline friend is back in your care.
If your flights have been delayed, you need to extend your booking unexpectedly, or you are returning home sooner than planned, please contact us as soon as possible to advise us of this.
Christmas / New Year / Easter
(Effective January 2020)
All bookings are subject to a 50% deposit and are non-refundable.
Deposits must be made by the date recorded on the invoice to secure a booking. Failure to do so may result in the booking being cancelled and the dates being offered to another client.
All invoices MUST be paid in full 7 days prior to a booking commencing.
NO refunds will be made in the event that you return home earlier than planned.
Invoicing & Payments
All invoices are emailed through at the time your booking is confirmed. Please ensure our email address has been added to your email address book to avoid any communications being sent to junk or spam folders.
Payment MUST be made 2 days prior to a booking commencing.
Any payments that are outstanding once a booking has commenced will be subject to an additional late payment fee of 10% per week. This will be calculated on the total amount owed per week until the outstanding amount has been paid in full.
Any bookings that have NOT been paid in full by the time the booking is due to commence may be subject to cancellation.
Accepted methods of payment include:
Internet Banking - Please use your Surname and Invoice number as references
Cash - Left somewhere safe for your sitter to collect
Credit Card (via Stripe) - payments are subject to a fee of 3.2% per transaction.
We understand that sometimes things happen that cause plans to change or trips to be postponed/cancelled. Once we have scheduled and confirmed your booking, a fee may apply for any short notice cancellations. This compensates us for time set aside for your booking that another client may have been turned away from.
Cancellations are accepted up until 3 days prior to your booking dates. A full refund will be carried out should payment have been made in advance.
Cancellations made within 3 days of your booking dates will incur a fee of 25% of your booking total. Any payments made in advance will be refunded minus this fee.
Cancellations made within 24 hours of your booking will incur a fee of 50% of your booking total. Your invoice payment will be refunded minus this fee.
In the event that you return home earlier than expected, you will be liable to pay for the 2 consecutive days following your unscheduled return. Any payments made for care after these two days will be refunded if applicable. ie: If you arrive home a day or 2 early, no refund will be made.
Emergency Veterinary Care
Your cats health is our number one priority whilst in our care.
Should your cat(s) become unwell during your absence or your sitter become concerned about their health, an appointment will be made with your regular veterinary clinic.
We will make contact with you and/or your emergency contact as soon as possible to advise of your cats health, and to discuss any treatment, medication or procedures going forward. In the event that contact cannot be made, we will be guided by the veterinarian and choose the best option going forward to ensure the comfort and well being of your cat(s).
Should your regular veterinary clinic be closed or there be no appointments available, an appointment will be made either with another local veterinary clinic or an after hours clinic.
Any veterinary bills will be invoiced to you, the owner. You may wish to provide your veterinary clinic with your account or credit card details during your absence in case of emergencies.
Time and travel costs will be added to your invoice with Feline Fanatics for any veterinary care needed in your absence. Such fees will be due for payment within 7 days of your return home.
Staff & Home Security
It is requested that you notify us if anyone else will have access to your home during your absence. Ie: a friend or family member staying at the property for a night, watering gardens ect. This is to ensure the safety of our staff whilst at your home. It would be appreciated if you, the client, would also notify the person(s) with access to the home that Feline Fanatics will be caring for your cat(s) during your absence.
While Feline Fanatics will take all reasonable care to enter and leave the property in a safe and responsible manner, ensuring any doors or gates used to access the home are secure on leaving, Feline Fanatics accepts no liability for any breach of security, loss of, or damage to, the clients home by a third party.
Police will be contacted about any suspicious activity or unknown intruders within your home. No exceptions.
Feline Fanatics will not be responsible for outdoor cats or cats with access to the outdoors in the event of illness, injury, loss or death. It is strongly advised that all cats remain inside the home or confined indoors overnight where possible for their own safety and welfare in your absence.
It is your sole responsibility to “cat-proof” any areas of the home and/or property to which your cat(s) has/have access. This includes thoroughly inspecting fences, gates, latches, windows, doors and other devices (such as a cat door) that are meant to contain or restrict your cat(s) from accessing specific areas or rooms.
Feline Fanatics does not assume responsibility and has no liability for any injuries your cat(s) may sustain or for any property damage your cat(s) may cause while in their own home or property.