Please reach us at sherri.thecatheroes@gmail.com if you cannot find an answer to your question.
If this is your first time using my services, I will meet with you before the first scheduled sitting to become acquainted with you, your cat, and the whole care routine. I will invoice the services once the meeting is completed.
How many keys do you require?
I need at least one key copy to all doors and gates to enter your home. Two copies are preferred. If your apartment complex does not allow duplicating the necessary keys or fobs, please let me know so I can discuss other options for the backup set. I recommend that a group of keys is given to another contact.
What if I cannot give you keys to the meet and greet? The leasing/HOA office will not allow me to duplicate extra keys or fobs to provide to third parties.
I can come to pick them up before leaving on your trip (a $20 fee will apply).
Alternatively, I can pick them up from the leasing office on the first visit.*
*I do NOT recommend this option due to the logistical challenges involved. Please note that if the office is closed when I arrive to pick the keys up, all wait time will be prorated as a regular visit fee ($30 per 30 minutes), or if I must return later, both trips will be charged as visits.
Can I use a lockbox instead? How will the lockbox arrangement work?
Yes! I strongly prefer this method for clients. I can test the keys at the meet and greet. You can drop off your keys in my lockbox when you are ready. I will get the keys from your lockbox, however, I do not recommend this if your lockbox is in a high traffic area. Offers myriad benefits such as:
• Avoids pickup and drop-off fees
• No chance of leasing office hassles
• You, the homeowner, have complete control over keys when not away on vacation
• Easy coordination for a backup sitter if I have an emergency
• Coordinating future sitting requests is a breeze!
Please let me know if you would prefer to use a lockbox.
KEY RETURN:
How will you return my keys?
• return them in person to you ($20 fee)
• Return them to the lockbox you provide
• Return them to the leasing/HOA office
• Pick up at my lockbox
• Hold them on file for future sitting requests.
Can I hide the keys under the doormat or another nearby spot for pick up on the first visit? Can I hide my keys outside on the last visit?
Sorry, I do not allow such arrangements for liability reasons. If the keys are stolen or someone tries to break in, it could endanger me and your home.
Can I buzz you in each day from my cell phone?
In my experience, there are too many logistical challenges to make this work consistently. If you absolutly can not get your key to me in the other recommended ways then I will consider being buzzed in.
Non-Holidays Cancellation Policy:
● There is no charge for more than 48 hours’ notice from the start of the first scheduled sitting. Payment can be held on file for future use or refunded.
● Less than 48 hours’ notice from the beginning of the first planned sitting; the first planned sitting will be charged. Any remaining payment can be held on file for future use or refunded.
● There are NO refunds or credits for a late departure or early return home from the trip (Credit for future visits may be given for illness and death in the family at The Cat Heroes) discretion.
Thanksgiving, Christmas and New Years Holidays
*Please note that due to the extremely high demand I receive for these holidays, I have additional policies that apply: your request is not considered booked and reserved until full payment is received. 2. other clients can book sittings until you receive a confirmation from us. 3. if you are a new client, I will reach out to book a meet and greet only after the invoice is fully paid.
Non-Winter Holiday Policies
Cancellations exceeding 72 hours’ notice receive 100% credit. Cancellations within 72 hours notices are 50% forfeited and 50% credited.
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