1.1 Agreement

By booking services with Meow Moments Cat Sitters, you confirm that you have read, understood and agreed to these Terms and Conditions. By accepting a quotation and making payment, you enter into a service agreement with Meow Moments Cat Sitters.

1.2 Refusal or Termination of Service

Meow Moments Cat Sitters reserves the right to refuse or terminate services at any time where there are concerns regarding safety, welfare, non payment or any breach of these Terms and Conditions.

1.3 Aggressive Behaviour

The safety of our staff is paramount. If a cat displays aggressive or dangerous behaviour that places a member of our team at risk, we reserve the right to withdraw or terminate services immediately. Where possible, we will notify the owner and discuss alternative arrangements.

1.4 Changes to Care Requirements

Our quotations are based on the information provided at the time of booking. If your cat’s care requirements change, or additional responsibilities arise that were not previously disclosed, Meow Moments Cat Sitters reserves the right to amend the booking, apply additional charges or decline to continue the service where appropriate.

1.5 Client Responsibilities

Clients agree to provide accurate and up to date information regarding their cats, home and booking requirements. Failure to provide accurate information may affect our ability to provide the agreed service.

2.1 Deposits & Acceptance

Quotes are valid for 48 hours. To proceed, please click “Accept Quote” within this timeframe.

Once accepted, an invoice will be issued and a non refundable 50% deposit must be paid within 24 hours to secure your booking.

As availability can change quickly, dates cannot be held without receipt of the required deposit.

Until the deposit has been received, the requested dates remain available to other clients and cannot be guaranteed.

2.2 Balance Due

The remaining balance must be paid no later than 7 days before the first scheduled visit.

If the remaining balance is not received by the due date, a £7 late payment administration fee will be added to the outstanding balance.

Failure to pay the outstanding balance may result in the booking being cancelled in accordance with these Terms and Conditions.

2.3 Bookings Within 7 Days

Where a booking is made within 7 days of the first scheduled visit, full payment is required immediately to secure the reservation.

2.4 Confirmation

A Booking is not confirmed until:

• the required payment has been received (deposit or full payment, depending on the booking start date); and
• all required online forms have been fully completed.

Dates are only secured once these requirements have been met.

2.5 Invoices & Late Payment

If payment is not received within the required timeframe, Meow Moments Cat Sitters reserves the right to cancel the booking and release the requested dates to other clients.

Where an invoice has been issued, the booking has been confirmed and the remaining balance has not been paid by the due date, a £7 late payment administration fee will be added to the outstanding balance.

Where payment remains outstanding and the booking is due to commence within 7 days, Meow Moments Cat Sitters reserves the right to cancel the booking without refund of the non refundable deposit and release the dates to other clients.

2.6 Price Changes

Our fees may change from time to time. The most up to date prices are available on our website.

We will endeavour to provide reasonable notice of any significant price changes before future bookings are made.

2.7 Cancellation Credits

Any cancellation credit issued under Section 3 of these Terms and Conditions may only be applied to one future booking and cannot be transferred between multiple bookings.

All cancellation credits remain subject to the applicable cancellation policy.

3.1 Cooling Off Period

In accordance with the Consumer Contracts Regulations 2013, customers have a 14 day cooling off period beginning the day after the booking is made.

If a cancellation is made within this period, the customer will not be charged anything beyond the non refundable 50% deposit already paid.

The deposit will not be refunded but may be transferred once as a credit towards one future booking, valid for six months from the cancellation date.

3.2 General Cancellation Policy

For cancellations made 8 days or more before the original cat sitting start date:

• The 50% non refundable deposit will be retained.
• The deposit may be transferred once as a credit towards one future booking, valid for six months from the cancellation date.

For cancellations made within 7 days of the original cat sitting start date:

• The full booking amount will remain payable.
• No refund or credit will be issued.

3.3 Cancellation Notification

Customers must notify Meow Moments Cat Sitters of any cancellation in writing as soon as reasonably possible.

3.4 Deposits

A non refundable 50% deposit is required within 24 hours of an invoice being issued to secure a booking.

Until payment has been received, the requested dates remain available to other clients.

Deposits are non refundable.

Where a booking is cancelled 8 days or more before the original start date, the value of the paid deposit may be transferred once as a credit towards one future booking, valid for six months from the cancellation date.

If a booking is due to start within 7 days, full payment is required immediately to secure the reservation.

3.5 Cancellation Credits

Where a cancellation credit has been issued, it may only be used against one replacement booking.

If that replacement booking is subsequently cancelled for any reason, any credit previously applied from an earlier cancellation will be forfeited and cannot be transferred again, refunded or exchanged for cash.

Any additional payments made towards the replacement booking will be dealt with in accordance with the applicable cancellation policy.

3.6 Early Returns

No refunds or credits will be issued where a customer returns home earlier than planned and no longer requires the remaining booked visits.

3.7 Unreasonable Behaviour

Meow Moments Cat Sitters reserves the right to cancel bookings without notice or compensation if a customer behaves in a manner considered unreasonable.

This includes, but is not limited to:

• Aggressive, abusive or threatening behaviour.
• Excessive disruption.
• Failure to comply with agreed instructions or booking requirements.
• Behaviour that places our staff or the cats in our care at risk.
• Repeated breaches of these Terms and Conditions.

3.8 Booking Amendments

If a customer requests to shorten the booked cat sitting period within 14 days of the original cat sitting start date, the full amount of the original booking will remain payable.

If a customer requests to amend a booking within 14 days of the original start date and Meow Moments Cat Sitters is unable to accommodate the requested changes, the original booking will remain payable.

Where changes can be accommodated, they will be made subject to availability.

3.9 Bank Holiday & Peak Period Cancellation Policy

(Bookings including Bank Holidays, Easter, Christmas and New Year)

14 days or more before the original cat sitting start date

• The 50% non refundable deposit will be retained.
• The deposit may be transferred once as a credit towards one future booking, valid for six months from the cancellation date.

7 to 13 days before the original cat sitting start date

• 75% of the total booking value will remain payable.
• A partial credit may be issued for the remaining balance to be used towards one future booking.

Less than 7 days before the original cat sitting start date

• The full booking amount will remain payable.
• No refund or credit will be issued.

Due to the exceptionally high demand during peak periods, availability is extremely limited. Once a booking has been confirmed, we frequently have to decline other enquiries for the same dates. These cancellation terms help protect the time reserved exclusively for each client and enable us to continue providing a reliable and professional service.

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4.1 Visit Options

We offer the following visit options:

• Morning Visit
• Evening Visit
• Single Daily Visit (scheduled within our available rounds)

4.2 Morning Visits

Morning visits are generally carried out between 5:30am and 11:30am.

4.3 Evening Visits

Evening visits are generally carried out between 4:00pm and 9:00pm.

4.4 Single Daily Visits

Where one visit per day has been booked and no specific morning or evening request has been agreed at the time of booking, the visit will be scheduled within either our morning or evening round, depending on our daily routes and operational requirements.

4.5 Requested Visit Times

If you require a morning or evening visit, this must be requested before your booking is confirmed.

Whilst we will always do our best to accommodate requested visit times, exact arrival times cannot be guaranteed.

4.6 Arrival Times

Arrival times may vary due to traffic, weather conditions, emergencies, medication requirements, additional welfare needs or unforeseen circumstances.

Should we experience any significant delay, we will keep you informed.

4.7 Visit Duration

Standard cat sitting visits last approximately 20 to 30 minutes.

Stay & Play visits last up to 60 minutes.

4.8 Route Planning

Our daily routes are carefully planned around the number of bookings, geographical locations and the individual needs of the cats in our care.

Routes may change from day to day and, as a result, we cannot provide fixed arrival times for single daily visits.

5.1 Authority to Act

You authorise Meow Moments Cat Sitters to take reasonable steps to protect the health, safety and welfare of your cat(s) whilst they are in our care.

5.2 Vaccinations & Preventative Treatments

All cats must be kept up to date with routine vaccinations (where applicable), flea treatments and worming treatments.

It is the owner’s responsibility to ensure these treatments remain current throughout the booking period.

5.3 Multi Cat Households

Where there is more than one cat within the household, you accept that food bowls, water bowls, litter trays and toys may be shared where appropriate, unless alternative instructions have been provided.

5.4 Feeding & Daily Care

Your cat(s) will be fed in accordance with the instructions provided within your Client Portal or any additional written instructions supplied before the booking begins.

Fresh water will be provided during every visit.

5.5 Veterinary Costs

You remain responsible for all veterinary fees, medications, transport costs and any other expenses incurred in relation to your cat(s), unless the expense arises directly from proven negligence by Meow Moments Cat Sitters.

Any costs paid on your behalf must be reimbursed immediately upon request.

5.6 Medication

Where medication is required, clear written instructions must be provided before the booking commences.

By requesting medication administration, you acknowledge that while every reasonable care will be taken, Meow Moments Cat Sitters cannot guarantee successful administration if your cat becomes distressed, aggressive or refuses treatment.

5.7 Welfare Priority

The welfare of your cat(s) will always remain our highest priority.

Should we have any concerns regarding your cat’s health or wellbeing, we will attempt to contact you or your emergency contact immediately.

5.8 Dietary Requirements

It is your responsibility to notify us of any dietary requirements, food allergies or feeding routines before the booking begins.

5.9 Behavioural Information

You agree to inform Meow Moments Cat Sitters of any behavioural concerns, medical conditions or special requirements before the booking commences.

Failure to disclose relevant information may affect our ability to safely provide the agreed service.

5.10 Care Information

All care instructions should be completed accurately within your Client Portal before the first scheduled visit.

6.1 Emergency Authority

You authorise Meow Moments Cat Sitters to act in your cat’s best interests should a veterinary emergency arise whilst your cat is in our care.

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6.2 Veterinary Practice

Where possible, we will contact your registered veterinary practice using the details provided within your Client Portal.

If your usual veterinary practice is unavailable or inaccessible, we reserve the right to seek treatment from the nearest available veterinary practice.

6.3 Consent to Treatment

You authorise the attending veterinary surgeon to examine and treat your cat(s) as they consider medically necessary.

6.4 Transport

Where required, you authorise Meow Moments Cat Sitters to transport your cat(s) to and from the veterinary practice.

6.5 Emergency Decisions

If urgent treatment is required and you cannot be contacted, we will attempt to contact your emergency contact.

Where immediate treatment is necessary to protect your cat’s welfare, Meow Moments Cat Sitters will follow the advice and recommendations of the attending veterinary surgeon.

6.6 Veterinary Fees

All veterinary, transportation and associated costs remain the responsibility of the owner.

6.7 Best Interests

All decisions made by Meow Moments Cat Sitters during an emergency will be based solely upon the welfare and best interests of your cat(s).

7.1 Outdoor Access

Where your cat has unrestricted outdoor access via a cat flap or other means, Meow Moments Cat Sitters cannot accept responsibility for your cat leaving the property or failing to return during the booking period.

7.2 Missing Cats

Should your cat fail to return during a scheduled visit, we will notify you immediately and continue attending the property for the remainder of the booking, providing updates where possible.

7.3 Reporting

Where appropriate, we may also contact your emergency contact, veterinary practice or relevant organisations if we believe additional assistance is required.

8.1 Damage Caused by Your Cat

Meow Moments Cat Sitters accepts no liability for injury, damage or loss caused by your cat(s) to any person, animal or property.

8.2 Theft or Loss

Whilst every reasonable care will be taken, Meow Moments Cat Sitters cannot accept responsibility for the loss or theft of your cat(s).

8.3 Illness or Injury

Meow Moments Cat Sitters shall not be liable for illness, injury or death unless it can be demonstrated that it resulted directly from negligence on our part.

8.4 Property Damage

We are not responsible for theft, loss or damage to your property unless such loss or damage results directly from proven negligence by Meow Moments Cat Sitters.

9.1 Keys

One full set of working house keys must be provided no later than 48 hours before the first scheduled visit.

9.2 Key Collection & Return

Keys may be handed over during the Meet & Greet where appropriate.

Where a separate key collection or return journey is required, a £7 fee applies for each additional journey.

Keys must be collected from us after the final visit unless otherwise agreed.

For security reasons, keys will not be posted following the completion of a booking.

9.3 Access Information

You agree to provide clear access instructions, including alarm codes, gate codes, key safe combinations or any other information required for us to gain access to your property safely.

9.4 Visitors & Contractors

You must notify Meow Moments Cat Sitters in advance if any visitors, contractors, cleaners, family members or other third parties will have access to your property during the booking period.

9.5 Third Party Access

Meow Moments Cat Sitters cannot accept responsibility for any incident arising where a third party has access to your property or your cat(s) during the booking.

9.6 Security

All keys and personal information are stored securely and handled in accordance with our Privacy Policy and UK data protection legislation.

10.1 Photography & Marketing

From time to time, Meow Moments Cat Sitters may take photographs or videos of your cat(s) during visits for use on our website, social media platforms and other marketing materials.

By accepting these Terms and Conditions, you consent to the use of photographs and videos of your cat(s) for promotional purposes.

No personal information, property address or identifying details relating to you will be shared without your permission.

10.2 Opting Out

If you do not wish photographs or videos of your cat(s) to be used for marketing purposes, you must notify us in writing before the booking commences by emailing purrfect@meowmomentscatsitters.co.uk

11.1 Parking Requirements

Clients are responsible for ensuring that safe and suitable parking is available as close to the property as reasonably possible, preferably on the same road or immediately adjacent to the property.

Due to the number of cat sitting visits we complete each day, suitable nearby parking is essential to ensure we can maintain our schedule efficiently while also being able to respond quickly should a cat require emergency veterinary attention. If an emergency arises, we need to be able to access our vehicle without unnecessary delay.

Where resident or visitor parking permits are available, these should be provided before the booking begins.

11.2 Paid Parking

If paid parking is the only available option, the estimated parking charges for the duration of the booking will be calculated and added to your invoice before the booking commences.

These parking charges must be paid in full before the first scheduled visit.

11.3 Additional Parking Charges

If parking charges are incurred during a booking that were not disclosed or could not reasonably have been anticipated, these costs will be invoiced separately and are payable immediately upon receipt of the invoice.

11.4 Parking Restrictions

Clients must inform Meow Moments Cat Sitters before confirming their booking of any parking restrictions, permit requirements, controlled parking zones or access limitations that may affect our visits.

Failure to provide this information may result in delays, additional charges or the cancellation of the booking where suitable access cannot be achieved.

11.5 Right to Decline or Amend a Booking

If suitable parking cannot be provided within a reasonable distance of the property, Meow Moments Cat Sitters reserves the right to decline or cancel the booking, or apply additional charges where additional travel time significantly impacts our ability to complete scheduled visits.

12.1 Administration Fee

Bookings made with less than 7 days’ notice are subject to a £7 administration fee.

This fee covers the additional administration, scheduling, route planning and diary adjustments required to accommodate short notice bookings.

Acceptance of short notice bookings is always subject to availability.

12.2 Payment

Where a booking is made within 7 days of the first scheduled visit, full payment is required immediately to secure the booking.

Bookings will not be confirmed until payment has been received.

13.1 Booking Consultation & Key Collection

Once your booking has been confirmed and the required deposit has been received, Meow Moments Cat Sitters will arrange either:

• A telephone consultation.
• A video call (such as FaceTime or WhatsApp Video).
• A key collection appointment, during which we will discuss your cat’s routine, care requirements, access arrangements and answer any final questions.

As our diary fills very quickly, we do not routinely offer separate Meet & Greets before a booking is confirmed.

If you would like to speak with us before making a booking, we are always happy to arrange a telephone or video call to answer any questions and discuss how our service works.

Where we consider a separate Meet & Greet necessary due to complex care requirements, medication or other exceptional circumstances, Meow Moments Cat Sitters reserves the right to arrange one before the booking commences.

13.2 WhatsApp Communication

By booking with Meow Moments Cat Sitters, you agree to communication via WhatsApp for booking confirmations, visit updates, photographs, videos and any queries relating to your booking or your cat(s).

13.3 Client Portal

All booking information, emergency contacts, veterinary details, feeding instructions, medication information, access arrangements and care requirements must be completed accurately within the Client Portal before the first scheduled visit.

It is the client’s responsibility to ensure this information remains accurate and up to date throughout the booking.

Meow Moments Cat Sitters relies on the information contained within the Client Portal when caring for your cat(s) and cannot accept responsibility for issues arising from inaccurate, incomplete or out of date information.

13.4 Changes to Your Booking

You must notify Meow Moments Cat Sitters as soon as possible of any changes that may affect your booking, including but not limited to:

• Changes to your travel dates or times.
• Changes to property access.
• Changes to alarm codes, key safe codes or keys.
• Changes to your emergency contact.
• Changes to your veterinary practice.
• Changes to your cat’s health, medication or behaviour.
• Changes to household occupancy during the booking.

Failure to notify us of significant changes may affect our ability to provide the agreed service.

13.5 Contact Details

For all booking enquiries, please contact:

Michelle

📞 07983 518590

14.1 Circumstances Beyond Our Control

Meow Moments Cat Sitters shall not be liable for any delay, interruption or failure to perform our services where such delay or failure arises from circumstances beyond our reasonable control.

This includes, but is not limited to:

• Severe weather conditions.
• Flooding.
• Road traffic accidents or road closures.
• Vehicle breakdown.
• National emergencies.
• Government restrictions.
• Power or communication failures.
• Illness or injury affecting the assigned cat sitter.
• Any other unforeseen event outside our reasonable control.

14.2 Alternative Arrangements

Where reasonably possible, Meow Moments Cat Sitters will make every effort to continue providing the agreed service or arrange a suitable alternative.

Should this not be possible, clients will be informed as soon as reasonably practicable.

15.1 Personal Information

Meow Moments Cat Sitters collects, stores and processes personal information solely for the purpose of providing our services.

15.2 Confidentiality

All client information, keys, alarm codes, veterinary details and emergency contacts will be treated as strictly confidential.

15.3 Data Protection

Personal information will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy.

15.4 Client Portal

Information stored within the Client Portal is used solely for the safe and effective care of your cat(s) and the management of your booking.

16.1 Raising a Concern

If you are dissatisfied with any aspect of our service, please notify Meow Moments Cat Sitters in writing within 7 days of the booking ending.

16.2 Investigation

We will investigate all complaints fairly and aim to respond within a reasonable timeframe.

Where appropriate, we will work with you to resolve any concerns as quickly as possible.

16.3 Resolution

Both parties agree to make every reasonable effort to resolve any dispute amicably before considering legal proceedings.

17.1 Amendments

Meow Moments Cat Sitters reserves the right to amend these Terms and Conditions at any time.

The latest version will always be available on our website.

17.2 Existing Bookings

Bookings will be governed by the Terms and Conditions in force at the time the booking was confirmed unless otherwise agreed in writing.

By accepting a quotation, making payment or using the services of Meow Moments Cat Sitters, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.