FAQ

HOW DOES THE BOOKING PROCESS WORK?


1. Initial enquiry
2. Confirmation of availability
3. Email confirmation of meeting including:
~References
~Carers CRB
~Booking form (you will need to fill this out and email back to the office before the meeting)
~Insurance certificate
5. Introductory meeting with your carer in which you will hand over the keys (for visits and house-sitting)
6. Care can start

HOW AND WHEN DO I PAY?

You will receive an invoice following your initial meeting. A 50% up front, non-refundable, payment is due immediately upon receipt of this invoice with final payment due on the day of your departure. If payments are not made on time we reserve the right not to carry out visits. All payments must go straight to the Cat Care bank account.

ARE YOU INSURED?

Yes, for your peace of mind, we are insured by a specialist pet business insurance company. A copy of which you will receive with your initial "meeting arrangement" email.

WHAT DOES YOUR INSURANCE COVER?

Our insurance is an industry standard third party insurance, so insurance covering incidents involving third parties. However any medical attention your pets may need would need to be covered by your insurance (or if you haven’t got insurance by you)

SHOULD MY CAT BE INSURED?

Yes our insurance covers third party (industry standard) but for any incident / accident leaving your pet needing a vet visit it would need to be either covered by the offender (dog, cat etc.) or by your own insurance. Please check your pet is covered whilst in the care of a professional carer.

HOW FAR IN ADVANCE DO I NEED TO BOOK?

We do our very best to be flexible at short notice (for our existing clients especially) so if you get invited for a surprise weekend away or will have to go away with work at short notice do contact us and we will do the best we can – but of cause the earlier you book the better.

WILL YOU VISIT AND BOARD IN THE EVENINGS, WEEKENDS AND ON BANK HOLIDAYS?

We are happy to visit any day of the year! On the booking form you also have the option to specify if you have a preference of am or pm visits. You will find further details on the booking form. Do notice that on bank holidays, Christmas and New Year are charged at double rate.

DO YOU OFFER ANY OTHER SERVICES APART FROM CRITTER CARE?

Yes our sister companies offer several other services for dog walking see www.afurryworld.com and for cat care see www.londondogwalking.com

WHAT DO YOU DO IN AN EMERGENCY

In the unlikely event of an emergency, we will assess the situation and (if at all possible) call you to discuss the next steps. If we can’t get hold of you or the situation requires immediate medical attention, we will, so far as reasonably possible, take your pet to your named veterinary practice (as stated on the form you will have filled out before start of care) or, depending on the circumstance, the nearest veterinary practice.

WHAT HAPPENS IF MY DESIGNATED CARER FALLS ILL OR ON HOLIDAY

We will arrange for another carer to cover the care for as long as needed. Depending on the situation you will be informed either before or after the replacement.

WILL I MEET MY CARER?

Absolutely, we will arrange a free face-to-face meeting before start of care, this gives us a chance to get familiar with your pet and you a chance to ask your designated carer any questions you may have.

IS MY CARER POLICE CHECKED?

Yes absolutely for your piece of mind all carers are policed checked! We also have a two-part interview process in one of which we will go through our very comprehensive carer manual. As well as this a minimum of two references are required from each carer.

WHAT DO I NEED TO BRING FOR INDOOR BOARDING?

We ask that you bring everything your self, including cage, bedding, hay, pallets, fresh food etc this allows your pet to be as relaxed as possible and lessens the risk of tummy upset. If you have not brought sufficient for the stay we will buy this and charge to you (plus a shopping fee)

WHERE WILL MY PET STAY WHEN BOARDING?

Your pet will be staying with your most local, available, carer.

CAN MY PET HAVE MORE THAN ONE VISIT PER DAY?

YYes, you can book (in principle) as many visits as you like, subject to availability. Each visit is charged individually.

HOW LONG IS EACH VISIT?

Our regular visits have a duration of approximately 30min. However we also offer 1hr visits upon request.

WHAT WILL I NEED TO PROVIDE FOR HOUSE SITTING

You will need to provide everything that your pet needs, but the only things you will need to provide for your carer is a bed (incl. bedding) and towels and a code for the wifi.

IS MY HOME SAFE WHILST I AM AWAY?

If you have an alarm in your home we will of cause set this as instructed when we leave your home after visit. Also we do not drive advertising vehicles thus not to highlight the fact that we are visiting (and by extension that you are away) - we are there to take care of your pet NOT to advertise us selves! Whilst visiting we will also alternate blind/curtain positioning and lights making your home looked “lived in”

MY CAT IS NOT NEUTERED, IS THIS A PROBLEM?

Not necessary we can however not accept any responsibility for accidental mating or other problems arising as a result.

DO YOU KEEP HOLD OF MY KEYS?

Yes we can if you would like we call this our “Ready Key Program” Our initial meeting and key collection/delivery is free however there will be a charge for any additional key collection and delivery. CitiKiti is therefore for your convenience happy to offer you the service of keeping hold of your spare set of keys for future assignments.

If you are interested in participating in the “ready key program” and do not wish us to return your keys after the end of this assignment please let us know when you text your carer to say that you are home from your holiday. Equally let your carer know in the text if you would like your keys back and we will make sure they are returned.