Frequently Asked Questions

How will you be maintaining social distancing and minimising risk to customers?

Our team always wear aprons and gloves when handling cats, but we will now also use disposable gloves when touching carriers. When you arrive to collect your cat, please ring the doorbell to alert the team of your arrival and wait at a safe distance whilst we get your cat. We will put on a fresh pair of gloves to carry your cat to the door and move to a safe distance to allow you to collect the cat. from the doorstep. We suggest that you wash your hands once you have set the cat up in its safe room.

What happens if I change my mind? 

Your reservation is not binding, so you can cancel any time up until the completion of the adoption paperwork. As our team are working hard to facilitate a number of enquiries, we’d be grateful if you could carefully consider the commitment of adopting a cat before reserving. 

Once you adopt the cat, you take full responsibility for their care. 

If you feel that they are not settling in well, we ask that you give it some time and follow the settling in guidance provided. You can also discuss any concerns you may have during the pre-arranged follow up calls. 

If after this, you feel that the cat is not a good match for your home please contact us and we will arrange for the cat to be collected as soon as possible. 

What if my cat becomes unwell?

Vet practices have been advised to only see cats in emergency situations. Many practices are offering consultations by phone or video call, but you may wish to find out your chosen vet’s current status before you adopt. 
You may also like to consider signing up to our Membership scheme which gives you access to VetfoneTM.

Why can’t I come to the centre and see the cats before I commit?

In line with the Government’s advice on the COVID-19 pandemic, our adoption process is entirely Hands Free

Why can’t you take my cat in if you’re rehoming cats?

Although we are piloting new ways of homing this may change at any time based on Government advice, risk to our staff and volunteers, and outcomes of the pilot. Unfortunately, we can’t commit to taking more cats in until we have trialled this new procedure and are confident that it is sustainable. Our teams are in constant discussion on this matter and will make an announcement when the situation changes.