Frequently Asked Questions

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. 

Yes I take care of your kitties and their small indoor friends such as hamsters, mice, rabbits. No exotic pets or dogs. 

Keys: I require at least one working copy of your house keys and any additional keys but prefer two sets of keys. (the policy applies even if you have an e-lock/keyless entry system as a precaution against malfunctions). A second copy available to me in a lock box on the premises is preferable but optional. Your in-person emergency contact should have keys.
 

When to give your keys to me: at the meet and greet to test in locks. 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.
 

Lockboxes: For the reasons listed above, I strongly suggest Clients use lockboxes for me to retrieve and return keys to the sittings. You can also leave your keys and retrieve them from my lockbox. This avoids key pickup/return fees, greatly reduces liability, and simplifies future coordination. If your lockbox is located in a high-traffic area, I prefer that you use my lockbox for security reasons. 

• 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.
 

Hiding keys and leaving keys in the house on the last visit: It is not allowed to hide keys under the doormat or another nearby spot for pick up on the first visit. I will not leave keys outside or inside your residence on the last visit.  Your other sitters may have allowed hiding keys and leaving keys in the house on the last visit. However, you are not covered by trip delays, natural disasters, burglaries, and other issues. 

Can I buzz you in each day from my cell phone? Sorry, I do not allow this. In my experience, there are too many logistical challenges to make this work consistently. 

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. 

The Cat Heroes insurance policy is invalid if anyone other than The Cat Heroes’ has access to the Client's home. The Client agrees not to contract or have any other third party (friends, family, another pet-sitting company, etc., besides The Cat Heroes caring for their Pet(s) or residence during the time contracted. Doing so will release any liability on The Cat Heroes part. The Cat Heroes does not accept any responsibility for loss to the premises or Pet(s) accidentally getting outside if other individuals (friends, roommates, neighbors, house cleaners, contractors, etc.) have access to the Client's home or if the home is not adequately secured. The Client agrees that The Cat Heroes is not responsible for any injuries to the Client's Pet(s) if third parties are in the home. 

 If The Cat Heroes arrives at any of the Clients' scheduled sittings and the keys or locks do not work correctly, or if The Cat Heroes is otherwise unable to access the Client's home and a locksmith is required to access the Clients home, the Client is responsible for all locksmith-related costs as well as fees for The Client will be billed $38 per hour, travel time, plus any mileage incurred addition to any new sitting services. My insurance will cover any loss of keys which requires new locks and keys. The Cat Heroes will keep a date and time log and any receipts. An invoice will be issued and due seven days after the client's trip return.

 Household Emergencies

The Cat Heroes will make every attempt to contact the Client and the Client's emergency contacts to decide on the next steps and get approval for additional service fees. For example, the additional service fees can include waiting for a plumber or building manager. The Client will be billed $38 per hour, travel time, plus any mileage incurred,and any approved additional visits. The Cat Heroes will keep a date and time log and any receipts. An invoice will be issued and due seven days after the client's trip return.

Veterinary Services/Supplies:

The Cat Heroes will make every attempt to contact the Clients and the Client's emergency contacts to decide on the next steps and get approval on the additional service fees. For example, the additional service fees can include emergency veterinary visits, transportation, waiting at the veterinarian's office, picking up medication, and anything related to the Client's Pet(s) care, including supplies. The Client will be billed $38 per hour, travel time, plus any mileage incurred. The Cat Heroes will keep a date and time log and any receipts. An invoice will be issued and due seven days after the client's trip return.

The Client agrees to have me visit their Pet(s) and home at least once every 24 hours and not have me skip days between visits. Doing so violates this contract and releases any liability from me and grounds for terminating the contract immediately. The Client agrees that I will come during the time frame for each visit specified on the invoice but will not be held to arrive at specific times or time frames (e.g., 8:15 am, 9 am to 10 am) as that is not feasible or guaranteed.  Time frames are also not guaranteed.