- Policies & Procedures
During non-holiday periods, cancellations must be received within 72 hours in advance of your confirmed sit. Cancellations received less than 72 hours in advance will be responsible for a $55 cancellation fee. We do not refund your money if you return home early or on the last day of your confirmed sit, earlier then anticipated. Our sitters run on a very tight schedule and could have taken another job if your scheduled sit was not on their calendar.
During Federal holiday periods, changes or cancellations must be received 7 days in advance of your confirmed sit for a full refund and a $75 cancellation fee will apply. Cancellations requested on the first day of the sit and within 72 hours will be charged 75% of the total amount due for the confirmed dates. It's important to understand your sitter has made a commitment in both time and travel to care for your pet. Our employees depend on the anticipated income once a sit is confirmed. We appreciate your understanding.
Federal holidays in 2020 are New Years Day, MLK Day, President's Day, Easter (non federal holiday rate applies,) Memorial Day, 4th of July, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day and holiday period (November 20 - 30,) and Christmas Day and holiday period (December 20 - January 3.) Sitters work from 7am to 9pm daily and from 5am to 11:30pm during our peak holiday season. Federal holiday surcharge rates apply. $7 for the weekend leading into or after the holiday and $12 on the holiday.
There is a $25 travel charge if we come to your home for a meet and greet and you aren't home and forgot to cancel within 3 hours of your appointment.
*Note, pets with special needs and who require twice a day visits, are evaluated on a case by case basis and their illnesses should be discussed with the owner of Brooklyn Cattitude & Street Strutters Pet Care by September of each year.
If you are traveling to an area where service isn't available, please inform the sitter and office staff. If for any reason you are not able to contact your sitter, please email the office at email@example.com.
We have a back up 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 you the client 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, 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 are accustomed to receiving from Brooklyn Cattitude & Street Strutters Dog Walking.