Booking & Reservations
All bookings are managed through our Scritches portal — a secure, professional platform that handles scheduling, confirmations, and payment. You will receive an automatic confirmation the moment your booking is approved, and a reminder 48 hours before your first visit.
Meet and greet: All new clients are required to complete a complimentary meet and greet before their first paid booking. This is non-negotiable — not as a formality, but because it is genuinely the most important part of our process. We need to meet your cat in their own environment, understand their routine, and answer every question you have face-to-face. This visit is free and lasts 20-30 minutes.
Booking lead time: We request a minimum of 48 hours notice for all bookings. Short-notice bookings (under 48 hours) are subject to a $20 surcharge and depend on availability. For holiday windows — Thanksgiving week, winter break, and spring break — we recommend booking 4–6 weeks in advance. Priority Members receive guaranteed availability during these periods.
Cancellation Policy
We understand plans change. Our cancellation policy is designed to be fair to both parties — protecting your investment in a booking and compensating our sitters for reserved time.
| CANCELLATION TIMING | REFUND POLICY |
|---|---|
| 7+ days before service start | Full refund or credit applied to future booking |
| 48 hours – 7 days before | 50% of total booked service retained |
| Under 48 hours before | Full amount retained. A one-time exception is extended to new clients at our discretion. |
| Holiday windows (Thanksgiving week, Dec 23–Jan 2) | Full amount retained for cancellations within 7 days of service start |
First-time clients: We extend a one-time exception to our under-48-hour policy for first-time clients who cancel unexpectedly. We want your first experience with us — including the experience of booking — to feel good.
Payment
For new clients, 50% of payment is due at the time of booking confirmation, with the balance due at service completion. For established clients, full payment is due at the end of service. All payments are processed securely through Scritches.
Accepted payment methods: Credit and debit card (via Stripe through Scritches), Venmo and Zelle. Receipts are provided for all transactions on request.
Home Access & Key Security
We offer three access options and recommend the combination lockbox for most clients. At your meet and greet, we will walk through the options together and set up access before your first paid booking.
| ACCESS METHOD | HOW IT WORKS |
|---|---|
| Combination lockbox (recommended) | Client-installed on door handle or fence post. You set the combination. You can reset it any time. We retrieve the key at every visit and return it to the lockbox before leaving. |
| Smart lock code | Client provides a unique access code via their existing smart lock. Code can be revoked at any time. No physical key required. |
| Key on file | A duplicate key is cut (at our expense) and stored in a locked key cabinet in our offices, labeled by number only — never by name or address. Keys are never duplicated without written permission and are returned within 5 business days of service termination. |
Our security protocol: We never carry more keys than needed for that day’s visits. We never leave a key inside your home without explicit instruction. We lock and confirm all entry points before every departure.
Emergency & Veterinary Protocols
We take your cat’s health seriously. At your meet and greet, we ask for the name and contact information of your primary veterinarian and your preferred emergency clinic. We keep this information on file and accessible at every visit.
If a health concern arises: We will contact you immediately. If you cannot be reached and the situation requires urgent attention, we are authorized (per our client agreement) to transport your cat to your designated veterinarian or the nearest emergency clinic and to authorize treatment up to the limit you specify at the time of booking.
Medication administration: We administer oral and topical medications as part of our standard rate. Complex medications — subcutaneous fluids, injectable insulin, or inhaler administration — are available for an additional $10 per visit. All medications must be clearly labeled with the cat’s name, dosage, and schedule, and the client is responsible for providing a sufficient supply.
Photography & Privacy
We photograph your cat during visits for these reasons: to send you real-time photo updates, and (with your permission) to share on our social media. At your meet and greet, we ask for explicit permission for any marketing use. If you decline, we will never share any photos of your cat or your home, and that preference is noted permanently in your client file.
We will never share your address, your full name, or any identifying information about your home in any context.