Welcome

Thank you for choosing The Cat Staff Stourbridge to care for your cat(s) and small pets. These Terms and Conditions are here to make sure everything runs smoothly and that your pets receive the very best care while you’re away.

By booking with us, you agree to the following terms, which apply to all services we provide.

Our Service

Getting Started

Before confirming any booking, we’ll arrange a home visit to meet you and your cat(s). This helps us understand their routine and make sure we’re the right fit for their care.

Your Cat’s Wellbeing

Your cat’s comfort, safety, and happiness are our top priorities. All care is provided in line with the Animal Welfare Act 2006, including proper feeding, fresh water, a clean environment, and attention to their health and wellbeing.

What We Do

During each visit, we’ll provide food and fresh water, clean litter trays, and spend quality time with your cat. We’re also happy to carry out any small household tasks agreed in advance. We’ll always respect your home and leave it just as we found it.

Visit Frequency

We visit at least once every 24 hours, so your cat is never left for longer than that.

Food & Supplies

We kindly ask that you provide enough food and litter for the full duration of your booking.

Important Responsibilities

Damage Caused by Pets

While we take every care, we can’t be held responsible for any damage caused by your cat to your home or belongings.

Time Between Visits

We are not responsible for any incidents that may occur between scheduled visits when your cat is alone.

Home Security

Please ensure your home is secure while you’re away, with any necessary precautions in place.

Outdoor Cats

If your cat has outdoor access (including via a cat flap), this remains at your discretion. However, we cannot accept responsibility for anything that may happen while they are outside.

Crating

We do not accept bookings where cats are kept in crates, as this is not safe or appropriate for their wellbeing.

Health & Safety

Routine Care

All cats should be up to date with vaccinations, flea treatments (vet-recommended), and worming.

Microchipping (England)

In line with current regulations, cats over 20 weeks old must be microchipped and registered. It is the owner’s responsibility to ensure details are accurate. We may ask for proof if needed.

Fleas

To protect all pets and homes we visit, we’re unable to provide services where there is a known flea infestation. If one is discovered during a booking, we may need to stop visits and contact you to arrange alternative care.

Older Cats & Medical Needs

For cats aged 16+ or those with medical conditions, we ask for a recent vet health check (within 6 months) before confirming the booking.

If Your Cat Becomes Unwell

If we notice any signs of illness, we’ll contact you straight away. If urgent care is needed, we will seek veterinary attention in your cat’s best interest.

If Your Cat Goes Missing

Should your cat go missing, we’ll continue visiting, notify your vet and local authorities, and share any information you’ve provided (such as photos).

Your Information & Privacy

We take your privacy seriously. Your personal details are only used to provide and improve our services and are stored securely.

We never share your information without your consent unless required by law or in an emergency (for example, with a vet).

You’re always welcome to request access to, update, or remove your data.

For more information, please ask to see our privacy policy.

Keys & Access

Key Holding

We securely retain keys between bookings so we can respond quickly in case of delays or emergencies.

Returning Keys

If you’d prefer your keys returned, you’re welcome to collect and drop them off around each booking.

Access Issues

If we ever have difficulty accessing your home (e.g. broken key or lock), we’ll take reasonable steps to resolve it. Any related costs would need to be covered by the client, and we’ll always try to contact you first.

Bookings & Communication

Availability

We always do our best to accommodate bookings, but availability isn’t guaranteed. If we’re unable to help, we’ll let you know as soon as possible.

Keeping Details Up to Date

Please make sure all your contact details and care instructions are current before you go away.

Confirmation

Bookings are confirmed once an invoice has been issued.

Returning Home

When you’re back, we’d really appreciate a quick message to let us know you’re home safely. If we don’t hear from you within 24 hours of our final visit, we may continue visits until we can confirm your return.

Shared Access

To ensure consistency and safety, we don’t share pet care or home care duties with friends, neighbours, or other third parties (apart from cleaners). We also can’t take responsibility for anything that happens due to third-party access.

Unexpected Situations

In rare cases such as severe weather, illness, or other unforeseen events, we’ll always do our very best to care for your cat. If we’re unable to attend, we’ll contact your emergency contact, so please ensure they are reliable and have access to your home.

Photos & Updates

We love sharing updates while you’re away and may take photos or videos of your cat for your file or our social media. These will never include personal details.

Payments & Cancellations

Payment

All bookings must be paid in advance via bank transfer.

Cancellations

Cancellations made within 7 days of the booking start date will be charged in full or may be credited at our discretion.

Changes & Early Returns

Changes to bookings may affect pricing. Unfortunately, we’re unable to offer refunds for early returns, as your slot has been reserved.

Emergency Vet Visits

If we need to take your cat to the vet urgently, a fee will apply, plus any veterinary costs.

Final Details

We are fully insured and always aim to provide a dependable, caring service. While we take every precaution, we cannot be held responsible for loss or damage unless caused by proven negligence.

By booking with us, you’re agreeing to these Terms and Conditions and to settle all fees promptly.

We may update these terms from time to time, and continued use of our services means you accept any changes.

Finally, thank you again for choosing The Cat Staff.