Frequently asked questions

Please complete our introductory booking form ideally at least 10 days before your booking is required.

After receiving your booking request we will respond within a couple of hours with information about our service and a registration form that we will need you to complete to get you set up.

We ask that you send us all booking requests by email or through your Time to Pet portal as it avoids any errors. A confirmation email will be sent to all booking requests with an invoice attached. The invoice contains your booking schedule. It is your responsibility to check your invoice is correct for all dates/times specified.

We appreciate at least 3 days notice for booking requests.

Time to Pet is software designed specifically for pet-care businesses. We hold all client information securely in this system. New clients are set up with their own portal on Time to Pet.

Through your portal you can view and update care information for your cat/s, request bookings, and stay in direct communication with your sitter while you’re away.

Please get in touch with us if you have any questions about the software or need a hand getting set up.

A minimum of 3 days before your booking commences your allocated sitter will come to your home to meet you and your furry VIPs. The visit will only take 10-15 minutes. If you have been allocated a driver sitter, please ensure a parking permit is made available if parking restrictions are in place.

We will also collect keys for your booking. This service is free for your first booking, but please note that if you choose not to leave your keys on file with us for future bookings, a fee of £8.50 will be incurred for subsequent key collections.

If we hold your keys in our office, we are usually able to accommodate this.

Please note that a ‘late’ fee of one standard visit rate will be applied to bookings made with less than 24 hours notice (GMT). Unfortunately at Christmas/New Year we are unable to guarantee short notice bookings due to high demand.

Please note that a ‘late’ fee of one standard visit rate will be charged where a booking is cancelled with less than 24 hours’ notice (GMT).

If you have moved out of our catchment zone and we hold a set of your keys on file, please get in touch and we will arrange to have your keys returned to you.

If you have moved to somewhere else within our catchment zone, a new set of keys will need to be provided to us. We will also need you to re-complete a registration form; update your details on Time to Pet; or book an in-person ‘re-introductory visit’ so we can be sure that the information we have for your booking is 100% correct. Please email the office to arrange.

If you haven’t booked with us for 18 months or longer, we will need you to re-complete a registration form; update your details on Time to Pet; or book an in-person ‘re-introductory visit’ so we can be sure that the information we have for your booking is 100% correct. Please email the office to arrange.

We ask that you send us any care updates (medication or otherwise) via email or update your central file on Time to Pet and do not leave handwritten notes out for our sitters. Your centralised client file is used for all visits and any information given that is not in here can cause confusion for the sitter team and room for error.

We prefer to hold keys whenever possible in our secure office as we can then guarantee to visit at short notice should an emergency occur. Keys are not labelled with your address.

If you have chosen not to leave your keys with us, a key collection service will need to be booked a minimum of 3 days before your booking for a fee of £8.50 for your sitter’s time.

If you do not wish for us to hold onto your keys for future bookings, we will post them back through your letterbox in an unmarked envelope after the final visit of your booking. Alternatively you can book a key return service. Please see our pricing page for details.

Please make full payment prior to departure by online bank transfer, details for which will be included in your booking invoice (please enquire about cheque/cash payments).

Our office is currently manned remotely, but our working hours are 09.00 – 18.00 Monday to Friday.

Our office number is 07418 039793. We do prefer communication via email, but if you need to call us please do so via WhatsApp. If we don’t pick up, leave a message and we’ll get back to you asap.

Please click here to see our full terms and conditions.