Frequently Asked Questions
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Are you insured?
Yes. We hold public liability insurance with Petplan up to £5,000,000. Our policy also includes emergency veterinary fee cover up to £1,250 should your pet become ill while in our care. Any excess or costs not covered by insurance remain the owner’s responsibility.
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Are you qualified and trained?
Sheree, owner of The Cat Care Co, holds qualifications in feline care, behaviour and welfare.
Some members of our team hold qualifications or degrees in areas such as animal welfare, conservation or zoology, while all staff receive structured, role-specific training and pet first aid certification.
Every sitter works to the same professional standards and follows detailed care plans via our Pet Owner Dashboard.
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Who will visit my pet?
Each area has a dedicated Lead Cat Sitter who completes the majority of visits, supported by a Cover Cat Sitter.
To maintain continuity of care, Lead and Cover Sitters may occasionally support neighbouring areas during periods of illness, leave or increased demand.
All sitters work to the same professional standards and follow detailed care plans via our Pet Owner Dashboard, ensuring consistent service regardless of who attends.
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What time are visits?
Morning visits take place between 5:30am and 10:30am.
Afternoon/evening visits take place between 3:00pm and 8:30pm.
Visits are scheduled geographically within these structured windows to ensure safe travel and consistent service.
We are unable to guarantee specific arrival times.
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Do you stay for the full visit time?
Yes — 30, 45 and 60-minute visits are delivered for the full booked duration.
Essential visits are up to 15 minutes and may conclude once required care has been completed, particularly if a cat is agressive, hiding, or outdoors.
In the unlikely event that an emergency requires us to leave significantly earlier than planned, we will either credit the time difference or add the remaining time onto a future visit where appropriate.
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Can my cat go outside during visits?
Outdoor access can be provided where requested as part of your cat’s usual routine.
Cats are encouraged to return indoors before the end of the visit; however, return cannot be guaranteed. Outdoor access is provided within the allocated visit time.
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Are pets required to be vaccinated?
We strongly recommend that pets are kept up to date with vaccinations relevant to their species.
While we can care for unvaccinated cats, we cannot accept liability for illness or disease transmission despite strict hygiene measures.
If a pet is unvaccinated, veterinary fees may not be covered by insurance.
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Do my cats need to be microchipped?
Yes. All cats must be microchipped and registered in line with UK law. Responsibility for compliance remains with the owner.
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Do you care for other animals?
Yes. We provide in-home care for small animals such as rabbits, guinea pigs, hamsters, rats and fish.
We do not offer dog walking or dog sitting services.
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Are you a cattery or boarding service?
No. We are not licensed to provide cat boarding and specialise exclusively in professional in-home cat sitting.
Cats are territorial animals and generally cope best in their own familiar environment, which is why our service focuses on structured home visits.
We do offer boarding in Oldham for rabbits, guinea pigs and certain small animals. Please contact us for availability and details.
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Can you administer medication?
We can administer oral and transdermal medication where clearly labelled and supplied with dosage instructions.
We are not veterinary trained to administer injections.
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What happens if my pet hides?
This is completely normal behaviour. Essential care will always be carried out, and food, water and litter areas will be checked regardless of interaction.
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Do you offer lunchtime visits or overnight stays?
We provide morning and evening visits only, with a maximum visit length of 60 minutes.
We do not offer overnight stays.
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What happens if food or litter runs out?
Owners are responsible for ensuring sufficient food, litter and essential supplies are available for the full duration of the booking.
If supplies run low, the simplest solution is to arrange a delivery directly to your property, to be left in a secure location for us to access.
If we are required to purchase essential items, the cost of the items plus a 30-minute visit charge to cover shopping time will be added to your invoice.
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What happens in severe weather?
If travel becomes unsafe due to extreme weather, we will contact you and your emergency contact.
It is essential that your emergency contact can access your property on foot if required.
Visits cannot be guaranteed during severe conditions where travel is unsafe.
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What happens in an emergency?
Pet emergency:
We will attempt to contact you first, then your emergency contact. If required, your pet may be transported to a veterinary practice. Costs not covered by insurance remain the owner’s responsibility.
Home emergency:
For issues such as flooding, fire or burglary, we will contact you and your emergency contact and take reasonable steps to protect your pets.
Sitter emergency:
If a sitter is unable to attend, alternative cover will be arranged and you will be informed.
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What if you have a welfare concern?
We may use professional judgement to adapt care if necessary to protect your pet’s health, safety or wellbeing. This may include keeping a cat indoors or adjusting routine where appropriate.
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Can other people access my home during the booking?
Yes, but please note our insurance does not cover damage or theft if multiple parties have access to the property.
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Can you retain my key?
Yes. Keys can be securely retained for future bookings under our Key Client Scheme.
Alternatively, keys can be collected per booking for a £5 fee.
Keys returned via letterbox are done at the owner’s risk.
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What happens if I’m delayed returning home?
We can continue visits where required. If we already hold your key, visits will continue as planned. If not, access must be arranged via your emergency contact. Visit fees apply.
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How do I book or cancel?
Bookings can be made via WhatsApp or the Pet Owner Dashboard (existing clients only)
A 20% deposit secures your booking.
Cancellations must be confirmed in writing. Once care has started, unused visits are non-refundable.
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I have a concern — what should I do?
Please contact us directly at thecatcareco@gmail.com so we can address your concern promptly and fairly.