policies

By booking our services, you are agreeing to the following policies:​

 

general:

• All cats must be visited at least once per day. We are unable to book "every other day" services for the safety and well-being of your cat(s).

• Payment is required in full prior to the start of services.

• We accept payment via Venmo (@thephillykittylady) and cash. 

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​pet illnesses and emergencies:

• If your pet(s) become sick while you are away, we have permission to take them to your primary veterinarian. If it is a holiday, after hours, or your veterinarian is unavailable, we will take your pet(s) to the nearest 24-hour facility for evaluation. You will be billed and will be responsible for all charges.

keys:

• We are unable to repeatedly pick up and drop off keys. At your meet and greet, if keys are needed for entry, we require that keys are available for us to take with us at that time (unless keys are being held in another secure location, such as a lock box or building front desk). We will facilitate the return of keys one time for a fee of $10.

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cancellation:​

Effective 2/1/2023, we have the below cancellation policies in place to protect our employees as well as to be fair to our client base. We sometimes have to decline services due to a booked schedule, and a last-minute cancellation often means that that time can not be rebooked. This is especially the case around major holidays when we receive more requests than we can fit into our schedules. Not only do we lose income, but it's not fair to the clients who we have declined.
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• If services are already in progress and the services are cut short (such as coming home a day early), we are unable to process a refund for the remaining day(s). This would negate the 48-72 hours' notice policy, as cancellations must be confirmed prior to the *start of all services*.

• Routine (non-holiday) visits are refundable if cancelled with at least 72 hours' notice to the start of services. 

• Routine (non-holiday) visits cancelled with less than 72 hours' notice are subject to a refund of 40% of the total invoice.

• Major holidays:

  • The below policies are applicable to invoices that include the following holidays: Memorial Day Weekend, Labor Day Weekend, July 4th weekend, ​Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve, New Year's Day

  • All holiday invoices must be paid in full at the time of receipt.

  • Cancellations 7 days prior to the start of services will be issued a cat sitting credit equivalent to 50% of the total invoice.

  • Cancellations with less than 7 days' notice of the start of holiday services are non-refundable and are not subject to cat sitting credit.

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For frequently asked questions, click here.