Frequently Asked Questions

Refer to the latest version of our service agreement for the most accurate explanation of Purr City’s policies.

How do I book services?

If you’re new to Purr City, follow these steps:

  • Apply for services at least a week in advance of your requested dates.
  • Purr City will reach out via phone within 24 hours (on a weekday) to set you up as a client in our booking app.
  • Once the onboarding process is complete, the app has a scheduler feature where you can request services.
  • Services will be approved based on availability. Submitting payment confirms the booking.
Do you care for dogs?

We only serve cats-only households.

Can I book Purr City every other day instead of every day?

We require daily visits during your time away. Visiting less frequently than once per day may stress cats and cause them to act aggressively toward sitters. While most cats are okay with consistent once-daily visits, some cats need more to prevent excessive stress.

Can I split my visits between Purr City and a friend?

For liability reasons, care cannot be shared with friends, family, other cat care companies or sitters. If you plan to have anyone else visit your home while you’re away for any reason, you must disclose this to Purr City.

Will I always have the same sitter?

You should have the same sitter throughout your entire booking, but in some cases, the booking may be shared due to availability. We can note your preference of sitter and do our best to accommodate you. All Purr City sitters are trained to offer the same level of service.

With multiple sitters available, you can relax knowing that you always have a backup sitter and always receive care from a professional.

What is your cancellation policy?

Because payment is made up front, if you cancel, we issue credits instead of refunds, based on the guidelines below. As Purr City grows, the cancellation policy is subject to change. Note special restrictions for holidays below.

  • If you cancel before noon 3 days* prior to your booking, you will receive a 100% credit toward future services.
  • If you cancel within 3 days* of your booking but before your booking starts, you will receive a 50% credit for the first 7 days of your booking and 100% for days beyond that.
  • If you cancel after your booking starts, you will receive 50% for up to 7 days, beginning with the day after cancellation, and 100% for days beyond that.
  • *For Purr City designated holidays, the cancellation policy changes from 3 days to 7 days prior.
What happens if I’m away and my cat has an emergency?

In the rare case of an emergency, a Purr City sitter will reach out to you to collaborate on a care plan, as long as you’re reachable while you’re away. If you have indicated that you may be difficult to reach, we will attempt to call you but will call your emergency guardian if we can’t reach you. The emergency guardian should be someone you trust to make decisions for your cat. You will also designate a severe emergency directive when signing the service agreement that will indicate what to do if decision making is left to Purr City.

Do you have a question you don’t see listed? Contact us. We’re happy to help!