Frequently Asked Questions


1. When do I pay for the service and is there a booking fee?
2. What if I need to cancel?
3. What's the minumum and maximum booking that you accept?
4. What happens with my keys?
5. What if my cat becomes unwell or is involved in an accident whilst I'm away?
6. What is the process if I want to go ahead and book for the first time?
7. Where did the name Candyfloss Cats come from?

Please click here to read our terms and conditions

Answers


1. When do I pay for the service and is there a booking fee?

The fee for your booking must be received by us before the start of your trip. We are a small business and it is easier for us to manage our income and outgoings if we don't have to chase payments. We don't charge a separate booking fee at the time of your booking, we simply add your cat's name to the diary for the dates you require.


2. What if I need to cancel?

When you have made a booking with us, whether it be via FB Messenger, Whatsapp, Email, Text or Phonecall that booking is an official booking unless you tell us at the time of making the booking that it is only tentative. This means that your cat's name will be in the diary and a cat concierge will be made available for that slot of time you have requested. That slot cannot then be given to another client. Our cancellation policy is oulined below. We have made our policy as fair as possible and as long as you give us 7 days notice there will be no fee to pay.

Fees are non refundable should you return before assignment is due to end or become unable to/decide not to travel at the last minute. If you have neglected to pay upfront for a canceled booking the monies for said booking must be paid to  the above account within 7 days of the cancellation.  You must receive a response from Candyfloss Cats acknowledging the cancellation before it is considered cancelled (i.e. a text message after office hours the night before will not suffice for the cancellation of a 7am breakfast visit).  Charges for cancelled bookings: 1) Bookings cancelled when there are more than 7 days until your planned departure incur no fee. 2) Bookings cancelled between 7 and 3 days of agreed start date are charged at 50% of the total booking cost. 3) Bookings cancelled with less than 3 days until your planned departure are charged at 100% of the total cost of your booking. We understand that life is unpredictable and in exceptional circumstances may waive this cancellation fee at our discretion.


3. What's the minumum and maximum booking that you accept?

The minimum booking is one visit and the longest booking we have had was three months with the client working away from home midweek and returning home at weekends.


4. What happens to my keys?

We will collect your keys from you during our free initial consultation when we meet you and your cat in your own home. When you text to let us know you are safely home after your trip, we will pop your keys through your door within 3 days of this text. Please note that your keys will be returned to you at a time suitable to us that fits in with our schedule so please do not lend us a set of keys you may need back in an emergency. Candyfloss Cats do not as a rule post keys through the letterbox on last visit. This is to avoid the possibility of you not making it home and your cat being stuck behind a locked door that no one nearby has the key to. We are happy to provide a free key holding service whereby your keys are stored securely with just your cat's name on the fob until the next time you wish to book with us. The initial key pickup is free of charge and subsequent key collections are charged at £5. Clients who leave their keys with us receive priority at peak times and are able to book in at the last minute via text message.


5. What if my cat becomes unwell or is involved in an accident whilst I'm away?

All cat concierges have a recent qualification in Pet First Aid along with a thorough understanding of cat behaviour. If we are concerned about your cat's welfare for whatever reason we will contact you in the first instance and if we are unable to get hold of you we will contact your emergency contact person. In a critical situation we will transport your cat to the vet or emergency vet hospital for examination and treatment if necessary. We charge £10 per half an hour for this service and you will be responsible for any veterinary fees incurred. We treat all cats in our care as if they were our own beloved pets so please rest assured that you will be kept in the loop and that your cat is in safe, responsible, experienced hands at all times.


6. What is the process if I want to go ahead and book for the first time?

Email us your requirements including where you live, how many cats you have and when you need our services. The next step would be to complete our agreement form which we will email to you. This form has space for the information we need about your cat, home and emergency numbers including vet details and your cat's medical health history. Next, we will arrange a time to pop round to meet you and your cat. We normally arrange this the week before you are due to travel. At this meeting, we will collect your form (if you haven't previously emailed it back to us), your fee and your keys. We will send you an email to confirm your payment and your dates. We will then text or Whatsapp you on the first visit to your cat to assure you all is well. We keep our Facebook Page updated daily so you can look to see how your cat is doing if you have wifi when you're away. On your return, you text us to say you're home and what you want us to do with your keys.


7. Where did the name Candyfloss Cats come from?
Candy and Floss were Emily's very first clients in 2009.

UPDATED SEPTEMBER 2018


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