Information about my policies regarding scheduling, cancellations, refunds, rescheduling, travel expenses, and more. By booking services, you agree to these policies and all the policies found on our privacy policy, cookie policy, and terms of service.
Please carefully read these policies and ask questions prior to booking!
Payment
Payment is due in full up front when you book. Payment is non-refundable.
Client Contract and Intake Paperwork
After booking, you will be e-mailed a new client contract. This is important as it establishes expectations and guarantees you get the service you are paying for. It also outlines expectations for our time together. A client contract is required for all clients. If you do not sign the contract, we cannot take you on as a client. If we do not get a signed contract within 12 hours of booking, your session may be canceled.
Intake paperwork allows Joey to prepare for your session as your assessment begins immediately upon booking. Most paperwork is included when booking. However, if your situation involves litter box usage, there is a supplemental set of litter box related questions I need before we meet. This will be e-mailed to your in the initial confirmation e-mail.
If you book a full behavior consultation, we also need a video tour of your home to evaluate the environment your cat(s) live in. Instructions will be e-mailed to you after booking.
Cancellation, Rescheduling, and No Shows
We understand that schedules change and things happen. However, canceling and rescheduling affects other clients or potential clients. Because of that, we allow rescheduling up to 24 hours ahead of your scheduled session. You can reschedule directly using the link in the confirmation e-mail. Cancelations or rescheduling less than 24 hours in advance are not allowed.
If you cancel your session more than 24 hours in advance, you may use the fee you paid toward another booking for up to 3 months from the date of purchase. You will receive a gift card for this, but we do not issue refunds.
CAC reserves the right to limit further rescheduling or require an additional fee in cases of repeated reschedules. In extreme cases, CAC reserves the right to refuse further reschedules. You will not be issued a refund in these situations. We have never had to enforce this so please be mutually respectful of each others’ time.
Not showing up for appointments without canceling ahead of time will result in forfeiting the full payment for that appointment and/or CAC refusing further services in situations of repeated no shows. It is always better to contact us to cancel your appointment or let us know you are running behind than just not showing up. Any appointment where there has not been any contact with Class Act Cats for 10 minutes past the start of the scheduled appointment time will be considered a no show.
E-mail follow up is included with your session, but it is not a replacement for meeting. If you do not show up for your session or cancel less than 24 hours ahead of time, you forfeit any e-mail follow up associated with that session.
Session Expiration
Part of the benefit of working with a professional is that they keep you on track. If you go too long between sessions, people tend to be less successful and little problems build up. It ultimately creates more work for all involved!
Unless otherwise noted, sessions expire 3 months after purchase. Bigger packages usually have a longer time before they expire. Most people use their sessions within this timeframe without problems.
On the off chance you decide you don’t want to use some of your sessions, you can donate the sessions to a local rescue or we can offer them to a client with financial hardship. You just need to notify us in writing that you do not intend to use your remaining sessions and that we have permission to offer them to a rescue.
Refunds
Your consultation fee covers all aspects of your time working with us including the time we spend before and after our sessions reviewing your case and gathering information. We begin doing work for you as soon as you book! Booking a session also blocks off time that someone else will not be able to book a session, including time before and after the session. Because of this, all sales are final and we do not offer refunds. If something comes up, you will be allowed to reschedule in accordance with our rescheduling policy.
All cat product sales are final and non-refundable.
When dealing with animals, responses to any intervention are unpredictable and depend on many factors. CAC cannot guarantee the outcome of any intervention and no refunds will be given for interventions that do not achieve a specific outcome. If CAC does not feel we can effectively address your problem, we may recommend you seek services elsewhere
In Person Sessions Expectations
Virtual sessions are better in the extreme majority of cases. In home sessions may, rarely, be recommended for follow up sessions on a case by case basis where there is a clear benefit to having Joey come out. Cost is determined based on travel distance, but you should expect that there will be at least a $65 additional charge.
In person sessions require additional travel and resources. It is important that you are prepared for our appointment.
It is extremely important that all involved are safe and as distraction free as possible. Minimize disruptions during our appointment and try to limit comings and goings.
As we have all learned from the COVID-19 pandemic, diseases can be spread easily. If you or anyone in your home are feeling ill, please switch your appointment to a virtual session. Class Act Cats reserves the right to end the appointment in cases of illness.
Class Act Cats reserves the right to require masking and will respect your request to wear a mask.
In situations where safety may be compromised for other reasons, Class Act Cats reserves the right to end the session at any time. Remainder of the session time will be forfeited and you will not be refunded any portion of your session fee or travel fees.
Class Act Cats reserves the right to refuse in person sessions for any reason at its sole discretion including due to, but not limited to, weather, distance, illness, safety, or situations where a virtual session would be in the best interest of your cat(s).
Winter In Person Session Policies
Weather in Minnesota can be unpredictable, especially from the months of November to April. During these months, the following additional policies apply to in person sessions:
- In cases of forecast extreme weather conditions or poor road conditions, we may temporarily reduce our service area for in person sessions. Updates will be posted on social media and clients will be contacted directly if they are affected.
- Sessions may be converted to virtual sessions if we deem conditions are dangerous or are forecast to become dangerous. This also applies if you or anyone in your household has been diagnosed with or is exhibiting symptoms of winter respiratory illnesses including COVID-19 or influenza. Rescheduling fees will be waived in these situations and travel fees will be refunded. You will also be allowed to reschedule without penalty less than 24 hours ahead of your session only in situations of weather and illness related cancelations/reschedules and always at CAC’s discretion.
- Weather conditions are at our sole discretion and determination (we are the one coming to you!). Examples of extreme weather include, but are not limited to, heavy snowfall, blizzard or blizzard like conditions, extreme cold temperatures, or any conditions that may cause ice to develop on roadways. This policy also includes any situation where roadways have not been safely plowed or we are unable to safely drive due to recent extreme weather.
Communication and Session Frequency
It is important that, during the process of addressing behavior problems, you are an active participant in order for the interventions to have the greatest chance of succeeding. This includes regular check ins as determined during our sessions. Most sessions include some sort of follow up between sessions. It’s already included in the price of your sessions so you are encouraged to ask questions and update Joey on how you are doing.
In situations where we have not heard from you for more than 3 months, you may be required to schedule a longer session or a new consultation session to go over changes that have occurred as often a lot will have changed! This requirement is at our discretion and will not apply in all cases. Please make sure you are remaining in touch during our time together.
We generally will not respond to e-mails, texts, or other messages after 8 pm or before 9 am. Please allow a few days before checking if we received your e-mail.
In some cases for minor questions or clarifications, e-mail or text may work to communicate. However, you may be asked to schedule a session or phone call for more complicated problems.
Additional Sessions
Remember that when you are purchasing a session or package of sessions, you are purchasing a certain number of sessions or amount of time. If you need more sessions, you will have to pay for them. You will likely need multiple sessions to address your cat’s behavior adequately.
E-mail Follow Up
For behavior consultations, e-mail follow up is included after your session to ask clarifying questions about what we talked about during sessions. You will get a notice at the end of the e-mail follow up period for any last minute questions. You will need to book an additional session if you have questions, even if they seem small or quick. They often aren’t as quick or straightforward as you’d think! The amount of time included per session is in the event description and included on our website. You also have to check a box indicating you understand how much is included when you book. If you aren’t sure, ask before booking!
E-mail follow up is meant to be used immediately after your session and cannot be delayed. Take this into account when booking.
After your e-mail/text follow up period is complete, you are ALWAYS welcome to send updates on how you and your cats are doing. We love hearing from clients who have been doing well! I especially love if people send us cute cat pictures, just saying…
Termination of Client Relationship
We are here to help you and your cat(s). At times the process may be frustrating or we may suggest things you don’t want to do. We will continue to work with you until you want to discontinue services or reach a conclusion you are satisfied with.
It is important that all involved feel safe while we work together so in extreme cases, Class Act Cats reserves the right to terminate the client relationship or refuse further services. Situations where this may occur include, but are not limited to:
- Situations where safety of Class Act Cats staff, clients, cats, or other animals may be compromised or where there is a perception they may be compromised
- Harassment or discrimination of any kind including making disparaging remarks about someone based on their identities.
- Rude or disrespectful behavior toward Class Act Cats staff, clients, contractors, or anyone affiliated with CAC. Mutual respect is important!
- Threats of violence or actual violence toward CAC staff, clients, cats, or others.
- Lack of follow up or situations where we feel we can’t help you further
- Refusal to adhere to CAC’s other policies.
- Threats including blackmail or demanding additional uncompensated services.
Class Act Cats reserves in its sole discretion to decide if any of the above apply. Refunds will not be issued if client relationship is terminated.
You are, of course, free to discontinue services at any point in time. If we don’t hear from you for 3 months, we will assume your situation has resolved and you aren’t planning to continue services.
Please be kind, respectful, and safe and we will do the same back. We’re on the same team!
