FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

How do I book an appointment?

If you are a new client inquiring about availability or requiring custom services, kindly provide us with the details through this form and a member of our team will get back to you shortly. Existing clients are encouraged to contact us through our booking request form or log in to their client portal and request services. While we care for pets 365 days a year, please note that we do not maintain office hours during the weekend or holidays. Any non-urgent messages will be responded to on the next business day.

What are your hours of operation?

While we care for pets 365 days a year, please note that we do not maintain office hours during the weekend or holidays. The best way to reach us is by sending an email, text or instant message through your client portal. We do our best to answer non-urgent messages within 2 business days. We do not answer phone calls or check voice mails while we are providing care so we discourage clients from contacting us by phone.

What methods of payment do you accept?

We accept cash, email transfer, cheque, Visa, Mastercard and debit (in person only). A 25% deposit is required at time of reservation confirmation. You will receive an invoice by email at the completion of services for the remaining amount owing. The invoice is due upon receipt.

What is your cancellation policy?

Do you provide services to other types of pets?

The answer to this depends on the type of pet, how much care is needed and our availability. Contact us to discuss.

What happens if my cat becomes ill while I am away?

We have extensive medical experience, are trained in first aid and adept at handling most emergency situations. Prior to the initial meet and greet you will be provided with some forms to fill out which includes information on your cat's medical history. From this information we will discuss common "what if" scenarios. If an unexpected emergency does occur, we will make every attempt to contact you or your emergency contact. If we are unable to connect, we will phone your veterinarian for directions. If your cat requires medical attention we will bring it to your veterinarian. If your veterinarian is not available, your cat will be taken to the closest emergency clinic. Please note that you will be responsible for all medical costs incurred. We encourage you to leave your credit card on file with your veterinarian prior to your departure. Trips made to a veterinary clinic will be billed at $40 per hour (in 15 minute increments), plus mileage if the clinic is outside of our service area.

Do you charge extra for holidays?

A $10 surcharge will be applied to all services on the following days: New Year's Eve New Year's Day Family Day Good Friday Easter Monday Victoria Day Canada Day Labour Day Thanksgiving Day Christmas Eve Christmas Day Boxing Day

CAT SITTING QUESTIONS

Do you charge extra for more than one cat?

For sitting clients, we charge per visit, regardless of the number of cats in the home. We strongly encourage booking longer visits if you have more than two cats in your home. The wellbeing of your cats is our top priority and we may require longer services to be scheduled if we feel a basic visit compromises the quality of care we are able to provide.

Can I choose what time you visit my pet?

Because of the unpredictable nature of our schedule, we are unable to guarantee the exact time we will visit. We do however try to schedule your service so that we are able to visit at the same time each day. Morning visit appointments are generally reserved for cats requiring time sensitive medication and twice daily visit clients.

Will I always have the same cat sitter?

When creating our sitting schedule, there are many factors that will determine which sitter will be assigned. Location, personality of the cat, extreme shyness, territorial or aggressive behaviour, special medical needs, visit time preference, etc. are carefully evaluated to ensure that your cats needs are best met. Since our service operates 365 days a year, there will be times when your customary sitter will have a day off, be on vacation, get ill, etc. We keep extensive notes about each client in our software so that in cases where a back up sitter is needed, they will have all information needed to seamlessly step in to provide care.

My cat is on medication. Will you administer medication and is there an extra fee?

We are skilled at administering any type of medication to your cat. As trained professionals employing low stress handling and restraint, we are usually able to handle even cranky and fractious cats. There is no extra charge for this service, however if more time is needed, we do reserve the right to extend the visit duration for which you will be billed.

How does the key exchange work?

We will require a set of keys to enter your home, along with any entry fobs, alarm codes, etc. Keys may be provided at the meet and greet, or arrangements can be made for key pick/up drop off at a later time. Please note that a $10 fee will apply for each trip. Keys will be kept secured for future visits, unless directed otherwise. If for any reason we are unable to access your home with the key or code provided and your emergency contact is unavailable to provide a key, a locksmith will be utilized to gain entry in order to care for your pets. Clients are responsible for the cost of this service as well as any time spent waiting.

My pet needs to go to the vet. Can you take them?

This really depends on our schedule. Time spent taking your cat to its appointment is billed per 15 minute increments, plus mileage if the appointment is outside of our regular service area. Please confirm availability with us prior to confirming your appointment.

What happens if you are sick or unable to come to my house?

If your primary sitter is unable to perform the visit, another highly skilled and qualified member of our team will be able to step right in. You never have to worry about your pets going unattended.

Does my pet need to be up to date on their vaccinations?

We do not require cats staying in their own home to be up to date on their vaccinations. We strongly encourage all pet owners to discuss a health and wellness plan with their veterinarian to reduce the chance of an illness or medical emergency occurring while you are away. If, during the course of the meet and greet, we develop medical concerns about your cat(s), we reserve the right to ask for you to book a veterinary exam before sitting services are confirmed.

My pets have fleas. Will you still take care of them?

Our sitters will not enter homes where fleas are present. We take great care in keeping all our clients pets happy and healthy, and will not risk spreading fleas to other households. If we come across evidence of fleas while you are away, we will bring your cat(s) to a veterinarian for treatment. You will be responsible for all veterinary costs, as well as our transportation fees. Under no circumstances will we provide flea treatment with over the counter medications obtained from pet stores. These products are highly toxic to animals and can be fatal.

My cat(s) like to outside for a few minutes everyday. Will you allow them outdoors?

No. With our veterinary and shelter background, we have repeatedly witnessed what can happen to cats that are allowed outdoors. Trust us, there is no such thing as a fully fenced backyard that is escape proof when it comes to cats. We will also not permit cats to go on balconies. Balcony falls are way more common than you think.

BOARDING QUESTIONS

Which vaccinations are required for boarding?

All cats and kittens are required to be up to date on their FVRCP vaccines. Cats 4 months of age and older are required by law to be vaccinated against rabies. Proof of current vaccine status will be required, unless a signed medical waiver from your veterinarian is provided.

Does my cat need to be spayed/neutered?

If your cat is 6 months or older, then I do require them to be spayed/neutered. Although they will never have the opportunity for hanky panky with other cats during their stay here, a wailing cat in heat or an intact male spraying my walls is not my ideal client.

What do I need to bring with my cat?

The only items that I ask you to provide are food and something soft like a bed or blanket that smells like home. You are welcome to bring other items with you, but I can't always guarantee they will not go missing. A detailed list of suggested items will be provided at the meet and greet.

My cat has special needs or requires medication. Will you still board him/her?

Many of our boarding clients have special needs or require extra monitoring or care for conditions such as diabetes, hyperthyroidism, kidney disease, heart failure, etc. Medication administration and supportive care such as sub-Q fluids are provided at no additional cost. Care specifics will be discussed at length during the meet and greet.

Is there a minimum/maximum number of nights that must be booked?

Unless your cat has special medical needs that would preclude them from being home visit candidates, all new clients must book for a minimum of 5 nights (7 nights during peak holiday season). Repeat clients that have used our services in the last 12 months can request shorter time periods (subject to availability). There is no defined limit to the maximum number of nights that your cat(s) can stay. We have had clients stay for several months at a time. Prices and payment terms and conditions vary based on the circumstance.

Do you charge extra for more than one cat?

The nightly rate includes up to 3 cats from the same household staying in one room. Please contact me to discuss pricing if you wish to have more than 3 cats boarded at the same time.

What time can I drop off/pick up my cat?

Pick up/drop off daily by appointment between 6-9 pm unless otherwise agreed upon. A $10 fee applies to appointments made outside of our regular hours. Please take this into consideration when booking boarding services. Our daily home visit client schedule offers little flexibility for day time boarding drop offs. Missed drop off/pick up appointments are subject to a $15 rescheduling fee.