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If you need to cancel a confirmed reservation, email [email protected] with the Reservation ID, the dates being canceled (if only canceling part of the reservation), and the reason for canceling. Please also notify the client directly. Clients receive a full refund for any reservation canceled by, or at the request of, their sitter.

Additional Steps to Support Your Clients

As a courtesy to your client and to help avoid disruptions for other cat parents, we recommend:

1. Providing alternate sitter options: Search for two Meowtel sitters who may be available and share their profile links with the client.
2. Updating your availability: Block off the dates on your Availability Calendar that you can no longer sit for.

Note: For cancellations within 7 days of the scheduled start date, a system-generated review will appear on your sitter profile 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 client to check if there is a spare key, alternate entry method, 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 issue is due to a faulty key or lock, the client is responsible for resolving it
5. Once the issue is resolved, inform the client and Meowtel.

Tips to Prevent Key Loss or Damage:

1. Keep the client’s key on your personal keyring.
2. Store keys securely at all times. Never leave them unattended in a car or public place.
3. Avoid using the key for anything other than unlocking the client’s door. Keys can bend or break more easily than expected.
4. If a key fob cannot be placed on a keyring, store it in a wallet or another secure place that stays with you.

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. If a client reports a lost, misplaced, or unreturned key, Meowtel may review the situation and determine whether any adjustments to earnings are necessary to reimburse the client.

If a cat in your care becomes sick or injured, please follow these steps:

1. For life-threatening symptoms, take the cat to the vet listed on the client’s Vet Release Form immediately.
2. If there is no Vet Release Form on file, contact the client right away for guidance on where to take the cat. 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. Update the client about any behavior changes or symptoms.
4. Notify Meowtel by calling/texting 844-MEOWTEL (844-636-9835) or emailing [email protected].
5. Keep the client and Meowtel informed about any diagnosis, treatment, or next steps.

Compensation for Vet Visits

Sitters should track the time spent on emergency vet visits so they can request compensation from the client.

While compensation is ultimately between you and the client, a recommended approach is:

1. Emergency vet visits (including commute, wait time, checkup, and discharge) can be compensated based on your 20-minute rate for every 20-minute increment spent at the vet.
2. Example: If your 20-minute rate is $25 and you spend 2 hours (120 minutes) on the visit, a fair calculation would be:
3. (120 min ÷ 20 min) × $25 = $150

If you are unable to locate the cat during a visit, please follow these steps:

1. Check common hiding places such as under beds, inside closets, behind furniture, or in small enclosed spaces
2. Contact the cat parent to let them know and ask them about the cat’s usual hiding spots
3. Notify Meowtel by calling/texting 1-844-MEOWTEL or emailing [email protected]
4. Keep the cat parent and Meowtel updated on any developments

If something makes you feel uncomfortable—whether it's harassment, unsafe conditions, or concerns about the home environment—you always have the right to remove yourself from the situation.

1. Trust your instincts. If you feel uneasy during a Meet & Greet, you can politely decline the booking and recommend that the client find another sitter. You are free to leave at any time.
2. Reach out to Meowtel. If you need assistance or would like us to cancel the reservation, call 1-844-MEOWTEL as soon as possible. We also appreciate reports that help us maintain a safe and supportive community for sitters.

If you believe the cats or you are in immediate danger, call 1-844-MEOWTEL so that we can take the appropriate action and provide you with support.

*Only eligible reservations qualify for the Meowtel Promise.

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.

Yes, in case of an emergency, you may contact the client directly if immediate action is needed! However, we strongly encourage keeping communications within the Meowtel Chat for day-to-day interactions.