- Policies & Procedures
We have a Federal holiday surcharge of $10 for each day of the weekend leading into or after the holiday and $16 on the federal holiday.
Thanksgiving and Christmas are very busy times for us, so please make your reservations as early as possible. Our cutoff dates for holiday reservations are below:
Thanksgiving (November 20-26) reservations must be made by November 1.
Christmas (December 20-Jan. 3) reservations must be made by December 1.
Important note for special needs pets: If your pet requires medication or sub q fluids you must email Taryn at email@example.com no later than October 5, 2023 so she can determine if we can take care of your pet during the holiday season.
Holidays are our busiest times. We're unable to offer twice-a-day or 45-minute visits on Federal holidays including Nov. 22-24 or Dec. 23-25, 2023.
Your payment is our confirmation that your sit will take place. If you do not find an invoice in your portal, please notify the office at firstname.lastname@example.org. We also email your invoice to you, so if you don't see it, please check to see whether it's been filtered into your spam folder.
In some cases where a sit is extended or there are additional expenses, you will be invoiced. There is a $25 late fee for invoices not paid after 30 days.
Cancellations received less than 96 hours in advance require a $75 cancellation fee. We do not refund your money if you return home early or earlier than anticipated on the last day of your confirmed sit.
For Meet and Greets, there is a $25 travel charge if we come to your home and you aren't there and haven't canceled at least 3 hours before your appointment.
If you need to contact your sitter, please do so by their supplied email address and not by text.
We have a backup for all team members – both cat sitters and dog walkers – and there is always a "buddy sitter" available in the event your sitter becomes ill or has a family emergency. We also recognize that sitters and pets bond, so every attempt is made for our clients to work with the same sitter on an ongoing basis.
Please note, our sitters also take vacations with their families and request time off for other reasons. If your favorite sitter isn't available, another member of our team or one of our managers will step in and cover the sit. Each team member is trained in all aspects of pet care and will deliver the same quality service you're accustomed to receiving from Cattitude Street Strutters Pet Care.
We recommend that you allow us to keep your keys on file for future services. If we do not hear from you within a year of your last sit, your keys will be properly destroyed. If requested, keys can be left in your home at the end of the service, as long as your door is self-locking. Keys can also be left with a concierge and/or doorman as long as they are available 24/7 and on holidays. There is a $20 key pick up and drop off surcharge so the sitter is paid for their time. All personal key tags are removed when your key is entered into our inventory system.
If we have your keys and you move or change locks, please let us know so we can properly dispose of your old keys.
If you are in a situation where you cannot give us keys, you can also use a lockbox or have the doorman give the sitter keys when they arrive. In the latter case, please verify the hours and days your doorman will be there. We need to know if the doormen are out for certain holidays, or aren't there between certain hours or leave the building unattended when they take breaks. If the doorman is not there when the sitter arrives, they will be unable to wait.
If the food runs out, we will discuss the problem with you before attempting to find the same or equivalent food, and you will be charged for the cost of the food plus an hour for the sitter's time.