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If you must cancel a confirmed reservation, please email [email protected] with the Reservation ID, the dates you’re canceling (if only canceling part of the reservation), and the reason for canceling. Additionally, please notify the client directly about the cancellation. Clients will always receive a full refund for reservations canceled by, or at the request of, their sitter.

In addition, as a courtesy to your client and to avoid any inconvenience for additional clients, we recommend that you take the following steps when canceling a reservation.

1. Search for 2 alternate Meowtel sitters and give the client the links to the alternate sitters' Meowtel profiles
2. On your Availability Calendar, block off the dates you can no longer sit for

Note: For cancellations within 7 days of the scheduled start date your sitter profile will receive a systematically generated review that shows you canceled on a client. The rating will be based on the following scale:

1. 3-stars: sitter cancels a confirmed reservation 6-7 days before the start date
2. 2-stars: sitter cancels a confirmed reservation 3-5 days before the start date
3. 1-star: sitter cancels a confirmed reservation within 48 hours of the start date

Please take the following steps:

1. Contact the cat parent
2. Notify Meowtel by calling/texting 1-844-MEOWTEL or emailing [email protected]
3. Keep the cat parent and Meowtel updated with course of action and outcome

Please take the following steps:

1. Contact the cat parent to see if there is a spare key, alternate access point, or a property manager with a backup key.
2. Notify Meowtel by calling/texting 1-844-MEOWTEL or emailing [email protected].
3. If there are no spare keys or alternate entry options, work with the client to call the nearest locksmith to get a new key made or get the lock replaced.
4. If the entry issue is due to a faulty key or faulty lock, the client will be responsible for resolving the issue and paying for it.
5. Once the issue is resolved, inform the client and Meowtel.

Here are some tips to prevent a lost or damaged key:

• Always put the client's key on your personal keyring.
• Keep your keys with you at all times and safely store them while left unattended. Never store client keys in your car.
• Do not use the client's key in another lock or for some other purpose, such as opening a box. Keys are surprisingly easy to damage.
• For a key fob, if the fob cannot be placed on a keyring, store it in a wallet or another secure place that is typically with you at all times.

Please Note: Sitters are 100% responsible for calling and paying for the locksmith or a replacement key if the sitter loses, misplaces, or damages a client's key. This includes any situation related to theft or an unexplained loss of a client's key.

Furthermore, when a client informs us that a sitter lost, misplaced, damaged, or failed to return their key or key fob, we may place a hold, or cancel altogether, any eligible earnings in order to reimburse the client.

Please take the following steps:

1. If the symptoms appear to be life-threatening, immediately take the cat to the vet on the client's Vet Release Form.
2. If NO Vet Release Form has been completed, call the cat parent immediately for guidance on where to take the cat. Note: We do not advise taking the cat to the vet until you have written or verbal authorization from the cat parent. You could run the risk of not being reimbursed by the cat parent.
3. Contact the cat parent and share the cat's behavior changes and symptoms.
4. Notify Meowtel by calling/texting 1-844-MEOWTEL or emailing [email protected].
5. Keep the cat parent and Meowtel updated with the diagnosis, course of action, and outcome.

Please keep track of the extra time you invested to take the cat(s) to the vet so you can be compensated accordingly.

We recommend that clients compensate sitters according to the following:

• For emergency vet visits* sitters should be compensated using their 20 min rate multiplied by each 20 min increment of time spent on the emergency vet visit. For example, if a sitter spends 2 hours (120 minutes) on an emergency vet visit and their 20 min rate is $25, fair compensation would be (120 minutes / 20 min) = 6 x $25 = $150.

*Emergency vet visits include the commute time to and from each veterinary clinic, the wait time at the clinic, the checkup time at the clinic, and the time it takes to get discharged.

Please take the following steps:

1. Contact the cat parent to let them know and ask them about potential hiding spots
2. Notify Meowtel by calling/texting 1-844-MEOWTEL or emailing [email protected]
3. Keep the cat parent and Meowtel updated with the course of action and outcome

If something or someone makes you feel uncomfortable, such as harassment or the client being a hoarder, please take the following steps:

1. Politely tell the client you don’t think it is a good fit and instruct them to find another sitter Note: You can leave at any time during the Meet & Greet.
2. Call 1-844-MEOWTEL as soon as possible so we can cancel the reservation as well as inform other sitters of the situation

If you suspect the cats are in danger, call 1-844-MEOWTEL so we can deactivate the client’s account and contact animal control if needed

Occasionally, a client may ask to see your government-issued ID to confirm your identity and feel more comfortable with who is coming into their home. Our guidance here is to only show the client your ID, in person, while at the Meet & Greet.

For your own privacy and safety, never send the client a photo or copy of your ID.

We are committed to keeping our sitters safe. If at any point (pre-reservation, post-Meet & Greet, or during the reservation) you feel as though there are red flags, email [email protected], call us, or text us, and we will be happy to assist with the situation.

The initial meet & greet is the best time to discuss emergency plans with your client, especially if you live in an area that is prone to severe weather events or seasons. To prepare, ensure you have their contact information, a local emergency contact, and any specific instructions they would like you to follow in the event of an emergency. For more recommendations on best practices and what questions to ask during the Meet & Greet regarding emergency preparedness, please review this article.

If you receive evacuation orders due to severe weather, follow these steps:

Contact your client: Inform them about the situation, your planned course of action, and where you intend to relocate their cats.

Contact Meowtel: Inform us about the situation and your intended actions so that we can provide support to you and your clients. For the fastest response contact us at 1-844-MEOWTEL or [email protected]

Move the cats: Safely transport the cats to the pre-discussed temporary accommodation. Ensure they have all necessary supplies. (Medications, food, water)

How can I stay informed about emergency alerts and weather conditions?

Stay tuned to local news, weather forecasts, and official emergency channels such as The National Weather Service.