1.1 By engaging our services, you agree to these Terms and Conditions and commit to timely payment.
1.2 We reserve the right to refuse or end services due to safety or financial concerns.
1.3 Services may be halted if a cat exhibits aggressive behaviour towards our personnel or other felines.
1.4 Additional charges or termination may apply if the care requirements deviate from the initial description or involve unforeseen responsibilities.
1.5 Clients are expected to adhere to the outlined terms to ensure a safe and efficient service experience.

2.1 Payment terms include a non-refundable booking fee of 50% with the remaining balance due the day before the first visit.
2.2 Bookings should be made as early as possible.
2.3 Confirmation occurs upon receipt of the invoice; cancellation policies apply.
2.4 Invoices are issued once availability is confirmed.
2.5 Payment is due immediately upon receipt.
2.6 Bookings are not confirmed until the deposit is paid and the necessary online forms are completed.
2.7 Our fees may change; up-to-date rates are available on our website. We strive to notify clients of any changes in advance

3.1 Cooling-Off Period 
In accordance with the Consumer Contracts Regulations 2013, customers have a 14-day “cooling-off period” starting 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 50% deposit will not be refunded but can be applied as a credit towards a future booking, valid for six months from the cancellation date.

3.2 General Cancellation Policy

• For cancellations made within 14 days of the original cat-sitting start date, the 50% non-refundable deposit already paid will be retained, and no additional charges will apply.
• For cancellations made within 7 days of the original cat-sitting start date, the full booking amount will be charged, and no credit or refund will be issued.

3.3 Cancellation Notification
We ask that customers notify us of cancellations in writing as promptly as possible.

3.4 Deposits   
A non-refundable 50% deposit is required within 24 hours of booking to confirm the reservation; otherwise, the booking cannot be confirmed. Deposits are non-refundable; however, the value of any paid deposit will be transferred to serve as a deposit for a future booking, valid for six months from the date of cancellation.

3.5 Early Returns 
No refunds or credits will be issued for early returns.

3.6 Unreasonable Behaviour
Meow Moments Cat Sitters reserves the right to cancel bookings without notice or compensation if a customer behaves in a manner that we deem unreasonable. This includes, but is not limited to, excessive disruption, aggression, failure to comply with instructions, or any behaviour that creates a risk to the safety and well-being of the cats in our care or our staff.

3.7 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 still apply. Similarly, if a customer requests to amend the booking within 14 days of the original cat-sitting start date and we are unable to accommodate the new dates, the original booking amount will still be charged.

However, if we are able to accommodate changes to the booking dates or period, we will do so without additional fees, subject to availability.

3.8 Bank Holiday and Peak Period Cancellation Policy (Christmas, Easter, New Year)

For bookings during peak periods (including Bank Holidays, Easter, Christmas, and New Year), the following cancellation policy applies:

• For cancellations made 14 days or more before the original cat-sitting start date, the 50% non-refundable deposit already paid will be retained, and no additional charges will apply.
• For cancellations made between 7 and 13 days before the original cat-sitting start date, 75% of the total booking amount will be charged. A partial credit will be issued for the remaining amount to be applied to a future booking.
• For cancellations made less than 7 days before the original cat-sitting start date, the full booking amount will be charged, with no credit or refund available.

Note: Due to the high demand and limited availability during peak periods such as Bank Holidays, Christmas, Easter, and New Year, we must enforce stricter cancellation policies. These periods are crucial for our business, and cancellations made close to the start date are difficult to reschedule. The partial credit policy aims to offer flexibility while helping us manage these busy times effectively. We encourage clients to confirm bookings during these peak periods carefully to avoid last-minute cancellations.

4.1 We provide visit options during three distinct time frames: morning, evening, or any time throughout the day.
4.2 Morning Cat sitting visits are scheduled between approximately 07:00 and 11:30.
4.3 Evening Cat sitting visits take place from around 17:00 to 21:00.
4.4 Cat sitting visits at any time can be arranged from 07:00 to 21:00.
4.5 Arrival times may fluctuate within these designated windows due to scheduling conflicts and traffic conditions.
4.6 We will inform you of any potential delays and ensure that visits last between 20 to 30 minutes, unless you have booked the Stay and Play package which lasts up to 60 minutes.
4.7 In the event that a visit is shortened, we will communicate this promptly and offer additional time during a subsequent visit as compensation.
4.8 Our scheduling is designed to accommodate your preferences while maintaining flexibility.
4.9 We prioritise clear communication regarding any changes to visit times or durations.
4.10 Your satisfaction is important to us, and we strive to provide a consistent and reliable cat visiting experience.

5.1 You grant Meow Moments the authority to take necessary measures to protect your cat’s well-being.
5.2 It is mandatory for all cats to be current with their vaccinations, as well as flea and worm treatments.
5.3 Your cat(s) may share food, water bowls, and toys with other cats or dogs residing in the same household.
5.4 You agree to allow Meow Moments to feed your cat(s) according to your specified guidelines.
5.5 You are responsible for any veterinary costs or other expenses that may arise due to illness, accidents, or damages related to your cat(s), excluding liabilities to third parties. Payment is required upon request.
5.6 For cats that need medication, you must provide clear instructions and a signed consent form for each appointment.
5.7 Meow Moments will prioritise the health and safety of your cat(s) during their care.
5.8 It is essential to maintain open communication regarding your cat’s dietary preferences and restrictions
5.9 You are encouraged to inform Meow Moments of any specific behavioural issues or medical conditions your cat(s) may have.
5.10 All arrangements regarding your cat’s care should be confirmed prior to the scheduled service.

6.1 You grant Meow Moments the authority to serve as the guardian for your cat.
6.2 In the event of an emergency, we will utilise our local veterinarian unless you supply your veterinarian’s contact details.
6.3 You give permission for our local veterinarian to provide treatment for any injuries or illnesses affecting your cat(s).
6.4 You consent to our transporting your cat(s) to the veterinarian when necessary.
6.5 In situations involving surgery or euthanasia, we will adhere to the veterinarian’s recommendations and reach out to your emergency contact if you cannot be reached.
6.6 You will be accountable for any transportation and veterinary expenses incurred.
6.7 Meow Moments will act in the best interest of your cat during emergencies.
6.8 You are encouraged to provide your veterinarian’s information for continuity of care.
6.9 Our team will ensure your cat receives prompt medical attention when required.

7.1 We shall not be held responsible for cats that have unrestricted access to the outdoors or to an unsecured cat flap or comparable entry or exit points.
7.2 Should your cat go missing, we will maintain care and provide daily updates until your return.
7.3 In cases of concern regarding a missing cat, our first action will be to reach out to you, followed by notifying your emergency contact, veterinarian, and appropriate authorities.

8.1 Meow Moments is not responsible for damage or injury caused by your cat(s).
8.2 We are not liable for the theft of your cat(s).
8.3 We are not liable for injury or illness to your cat(s) unless negligence can be demonstrated.
8.4 We are not responsible for theft or damage to your property unless negligence can be proven.

9.1 Provide a set of house keys at least 2 days before the start of the booking.
9.2 Keys can be collected during the initial meet & greet or separately for a £5 fee, a £5 fee also applies to the return of keys or you can collect them personally, we do not post keys after our last visit in case of emergencies
9.3 Provide details on any alarm systems or special access instructions.
9.4 Inform us of any visitors / contractors to your property during our visit.
9.5 We are not liable if a third party has access to your property or cats.
9.6 All keys will be stored safely and your personal information will be kept secure and confidential.

10.1 You authorise the use of your cat(s) pictures on our website, social media, and/or marketing materials for promotional purposes.
10.2 If you do not wish your cat(s) picture to be used, please advise this on our Meet & Greet form.

11.1 If parking is not available at your location, you will be responsible for any parking fees incurred by our staff during visits.
11.2 You agree to inform us in advance if parking is restricted or unavailable, and any alternative arrangements should be made to ensure smooth service.

12.1 Initial meet & greets can be conducted via video call or in person.
12.2 You consent to setting up a WhatsApp group for updates and queries regarding your cat(s).

For enquiries, please contact Michelle directly on 07983 518590.