FREQUENTLY ASKED QUESTIONS
General questions
We would like to book but not sure what area you cover?
We are based in Norfolk and Sheffield, UK in two teams. In Norfolk, we cover Norwich and the surrounding areas out towards Old Buckenham area, but can stretch to cover further afield, such as Great Yarmouth - meet the Norfolk team. In Sheffield, we cover the whole of Sheffield and the Peak District - meet the Sheffield team. If you would like to check that we cover your area, just send us an email at floofsandfriends@gmail.com and we are happy to assist.
Please take note, bookings will not be accepted without a Meet & Greet first.
What is a pet sitter?
A pet sitter is a person who looks after your pet whilst you are away, this could be when you are work, in hospital or on holiday. Essentially, it’s just an extra person to love and adore your pet!
Do you offer doggy day care?
Floofs and Friends was founded from two adorable moggy indoor cats who ruled the roost and they would have not be happy if they weren’t in the limelight of all love, fuss and food. This means that we do not offer doggy day care and prefer to offer support in the comfortable and cosiness in your pet's favourite place - your home.
What are the benefits of a pet sitter?
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increase your pet’s wellbeing whilst you are away
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reduce stress and uncertainty of booking cattery and/or kennels
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improve stimulation through fuss & play
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regular bookings can ensure bonding and boost confidence with owners & pets towards the pet sitter
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encourage socialisation with strangers
Which dogs can you not accept?
Because of insurance reasons, we can not support dogs under the Dangerous Dog Act. From January 2024, this Act now includes XL Bullies.
Service questions
When does the Overnight Stays start?
It’s a 24 hour period that starts at 12pm and finishes at 12pm. There is a small level of flexibility to extend the stay past 12pm but this would need to accept between the pet sitter and yourselves. Once agreed, there will be extra charge of £10 per hour and rounded to the nearest hour.
How do payments work for Overnight Stays?
We give you an option of pay either 30% deposit or full amount for all Overnight Stays once the booking has been accepted. We will send a follow up invoice for the remaining amount after the stay.
I need to cancel my booking, how do I get a refund?
Refunds can be awarded but you need to give us enough notice, depending on each booking:
Day Visits, Drop in Visit, Chauffeur & Dog Walk: 24 hours notice
If you fail to inform within the 24 hours notice from the date your booking starts, you will not be refund for the price of the booking.
Overnight Stay and Wedding Chaperone: 3 days notice
If you have failed to inform us within 3 days, the deposit will not be refunded.
If you have failed to inform us of a cancellation within 24 hours, you will be charged 50% of the booking (including the deposit).
From June 1st 2024, our pricing will be altered to reflect Bank Holiday pay. If you are looking at booking a service on a Bank Holiday (UK), we request that you contact either your regular pet sitter or us at floofs.and.friends@gmail.com for approval. Please note, you will not be able to book automatically otherwise and a package deal can not be used on these dates.
Once approved, there is a pay increase of a time and half to cover the holiday period and this is as follows:
- Dog Run: 30 minutes (£30)
- Dog Walk: 30 minutes (£27), 45 minutes (£30) and 1 hour (£33)
- Day Visits: 30 minutes (£25.50), 1 hour (£37.50), 2 hours (£52.20), 3 hours (£75) or "Full Day" (£90)
However, Overnight Stays are only affected for Christmas Day, Christmas Eve and New Year's Eve. For these dates, the Overnight Stay is increased by £20 for each night and this would be reflected as:
- 1 night (£85)
- 2 nights (£155)
- 3 nights (£220)
- 4 nights (£285)
- 5 nights (£310)
- 6 nights (£355)
- 7 nights (£400)
For all Bank Holiday bookings, invoices will be sent out once booking is confirmed.
I'm interested in booking a service on a Bank Holiday, how does it work?
Account questions
I can't get into my members account, what do I do?
Send us an email at floofsandfriends@gmail.com and we can help you out.
It's my pet's birthday, will they get a present?
We would love to celebrate with them, make sure to add their birthday to your account and sign up to our newsletter to receive a gift from us. This gift may come in the post or received in your emails, keep your eyes peeled!
Not found your question above?