Frequently Asked Questions
Refer to the latest version of our service agreement for the most detailed explanation of Purr City’s policies.
Why choose Purr City instead of using gig sitters (like Rover) or a neighbor?
- Gig sitters are often pet sitting as a side job, while Purr City is a professional cat care service dedicated to quality cat and client care. Give us your custom and picky requests, and we’ll knock it out of the park. You won’t have to burden your neighbors with a request like, “Can you make sure there are no cat food particles left in the sink?”
- Purr City strives to be available to you 365 days a year. If Rochelle, the primary sitter, isn’t available, she has other sitters to cover her.
- Purr City sitters are experienced cat people, whereas gig sitters tend to be more knowledgeable about dogs. Cats have very different behaviors and needs than dogs.
- Purr City is insured through Pet Sitters Associates. Most gig sitters and neighbors don’t carry insurance and are limited in their course of action during potential emergencies.
How do I book services?
If you’re new to Purr City:
- Apply for services at least a week in advance of your requested dates.
- Purr City will reach out via phone asap during office hours 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?
No, we only serve households that only have cats.
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?
In most cases, you will have the same sitter throughout your entire booking, but due to availability, the booking may be shared between two Purr City sitters. You will be notified ahead of time with an opportunity to meet both sitters if it helps you feel at ease.
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.
- Same day cancellations will be charged at 100% for that day.
- 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 first, but will call your emergency guardian if we can’t reach you. The emergency guardian should be someone you trust to handle and make decisions for your cat. You will also select 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!