TERMS AND CONDITIONS

O Gato Fica is a catsitting service.

Our team is specialised in many fields, from feline medicine, biology and animal law, to animal behaviour and welfare.
Above all, we're passionate about cats and will go above and beyond to provide them with comfort while their family is away.

Operating since July 2014, we provide services in the greater areas of Lisbon and Porto.

So that holidays, business trips and weekends away are no longer a headache: your cat stays.

Appointments can be booked for the period between 9am and 7pm.
However, so that we can plan the best possible routes, we reserve the right to extend our working hours from 6am to 11pm.

If necessary, due to urgent or extenuating circumstances, we will operate 24/7.

We operate 365(/6) days a year, with a few restrictions in specific dates.

On the 12th of June in Lisbon and the 23rd of June in Porto, due to traffic restrictions:
- It is not possible to schedule twice daily visits nor at a specific time.
- It might not be possible to schedule Premium or Deluxe.

On the 24th, 25th, 31st of December, as well as the 1st of January:
– O funcionamento é apenas com serviços mínimos, destinando-se as visitas apenas a garantir os cuidados básicos (comida, água e higiene da areia). Estas visitas, de tipologia Essencial, têm o valor de 11€ em casas com até três gatos e 15.5€ em casas com mais de 3 gatos (acrescendo o valor da Zona correspondente, caso a morada seja fora de Lisboa ou da zona base do Porto).
- It is not possible to schedule twice daily visits nor at a specific time.
- Time consistency is not assured in regard to visits on the days immediately before or after.
- There's a 50% surplus charge.

Our team is specialised in cats, from feline behaviour to health and wellbeing. We are constantly updating our knowledge. Plus, we're all cat lovers!

You can meet our team here.

Bookings will be assigned to members of our team. Whenever possible, we'll make sure your cat meets only two of us.

Our team members have constant access to all the necessary information from each client. So that information is kept up to date, we request all clients to inform us via email if any change occurs between booking periods.

Our team is always in contact to make sure everyone is up to date regarding each booking, namely situations in which there's the need for special attention or care.

To make communication easier, feedback is provided through a WhatsApp group created for each client, in which all team members are included. If the client doesn't use or have access to WhatsApp, alternative solutions will be provided.

We completely understand you might prefer that the same person visits your cat each day.

However, working as a team surely has its benefits. It allows us to be available to catsit for you for extended booking periods, without any days off. It also assures that no matter what happens to one of our catsitters, your cat will always be safe as we have a backup network.

Our catsitters come from diverse areas that range from health to behaviour and welfare. By working as a team, with all one has to contribute, we are able to approach situations in a richer way.

The introductory meet-and-greet visit has the purpose of meeting you and your cats, as well as the environment and your routines. There's no commitment involved.

One of our team members will be representing the team. This is not necessarily the same person that will then be assigned your catsitting.

The first meet-and-greet is on us. Scheduling is subject to availability and agenda compatibility.

Before the meet-and-greet you should fill in the online form that we'll send you via email so we can collect the needed information.

During high season, meet-and-greet visits are suspended as priority is given to catsitting visits. As such, any new client that still wants to go ahead with their booking can do so by filling the questionnaire mentioned above.
In this context, if a new client still wants to move forward with their booking, all information will be handled via the online form and the feedback group.

In any time of the year, if a new client doesn't deem the meet-and-greet visit as necessary they can always recur to the aforementioned questionnaire.
If necessary, you can use pictures or videos to show us what you need.

In any case when there's no introductory visit, or ones in which house keys aren't delivered in that initial moment, it will be necessary to schedule their delivery according to current terms and conditions (check Terms and conditions for key delivery).

Introductory visits can be scheduled via email (geral@ogatofica.com). We will need the following info: dates when you'll be away, postal code, number of cats and their age.

Under certain circumstances - as when you move house; when there's a change in routine; when you adopt a new cat; when there's been a long period since we last visited your cat - it might be necessary to update your cat's file. All the new information should be sent via email. If need be, you can also send us pictures or illustrating videos. There's also the option to fill in a questionnaire to provide the needed information.

If you want a new introductory visit, its scheduling will be subject to availability. There's a cost of 11.5€ (+ Zone where applied).

A special note about building locks that have changed since we last catsat for you: do not forget to make copies and hand us your new keys.

Our preferred contact method is via email to geral@ogatofica.com. If you have an urgent matter, please text us (through SMS or whatsapp) to 919170540.

Phone calls can interfere with our catsitting routines. We appreciate it if you use them as a last resource.

For security reasons, and to allow for traceability, all bookings should be sent through email. geral@ogatofica.com.

Meet-and-greet visits should also be booked via email. We will need to know the dates when you'll be away, your postal code, number of cats and their age.

At O Gato Fica we try hard to make everything run as smoothly as possible. Still, we understand if there are areas where we can improve.

We appreciate it if communication channels are kept open so that we can clarify any situation that needs further explanations. It will also allow us to improve and keep delivering an even better service.

To go ahead with a catsitting booking, both parties will have to sign a legal contract.

Our daily contact with many cats and their diverse domestic environments increases the risk of transmission of external parasites. It is advisable that all cats under our care are properly dewormed before a catsitting period.

If there are surveillance cameras we should be notified of their presence and whereabouts.

If cameras are on during our catsitting time, we reserve the right to stay away from their angle due to the natural discomfort of being watched. This could end up undermining the quality of the visit.
We appreciate your understanding in this matter.

We do not give access to windows, balconies or other places with outdoor access that are not properly protected.

Even when cats are used to doing this with their families, their behaviour with us may be different. Moreover, many of the dangers inherent to high places or to outdoor access arise from accidents and not from voluntary behaviour. For this, we consider it to be a risk, especially during the family's absence.

We advise you to read this information and appreciate your understanding. information.

We appreciate your understanding in this matter.

O Gato Fica is only responsible for damage caused directly by our team.

The service is not responsible for damage caused by cats, nor for damages arising from the need to use infrastructures or resources in poor working order.

In the case of a dispute, the consumer can appeal to Entidade de Resolução Alternativa de Litígios de Consumo (Rua dos Douradores, 116, 2º, 1100-207 Lisboa). director@centroarbitragemlisboa.pt; www.centroarbitragemlisboa.pt).

If necessary, we can buy any item that runs out during your time away.

This service should ideally be used as an exception. Caretakers should leave all necessary items in quantities that account for their time away and any eventual unforeseen events, so that visits can take place without inconvenience.

This service is dependent upon agenda availability. There's a cost of 13.5€ in addition to the charge of the acquired items.

Due to all the external factors involved, there's no guarantee that we can find the same brand you usually use.

The price implies that there's also a booked catsitting visit, which is when we will deliver the acquired products.

If there is anyone else at your home, either flatmates, family members, cleaning assistants or others, visit duration will be adjusted.

When there are other people present, cats may behave differently and they might not enjoy all the time of a Premium/Deluxe visit. Because of that, visits might be shortened. We will make sure food, water and litter tray hygiene are accounted for before we leave. You'll still be charged for the visit type that had been booked as a time slot had been saved for your visit.

Each situation will be considered on a case-by-case basis and clients will be notified accordingly.

Timing | Bookings can be made at any given time. Availability will depend upon the amount of requests received.

Terms | To book our service you have to read and sign our contract, as well as be aware of the terms and conditions listed in this page.

Forma de pagamento | Payments can be made by bank transfer to the IBAN listed in the invoice or via mbway to 919 170 540.

Momento do pagamento | Payment should be made once the catsitting period has finished, after the invoice is sent.
During low season payment for bookings over 200€ should be split in half: one before and the other after the catsitting period.

To check our availability or book our services please email us at geral@ogatofica.com.

Booking requests will be processed in arrival order.

Cancelled visits are not to be paid, unless cancellation occurs only one day before or on the date when the visit should take place.

Premium visits - Premium visits have a duration of 30 minutes in households with up to 3 cats and 60 minutes in households with more than 3 cats.

Deluxe visits. - Deluxe visits have a duration of 60 minutes in households with up to 3 cats and 90 minutes in households with more than 3 cats.

Extra hour - Visits can be extended with hourly add-ons.

Housesitting – With this option your cats will have a catsitter available for a longer stretch of time, so they feel less lonely. Available in 4 or 6 hour packs.

Considering the need to socialise and the extra energy buildup, bookings for young cats (up to 1 year old) have to be of Deluxe type.

Non sociable cats - In the case of non sociable cats, that do not benefit of our presence, stressing when people are around, visits will be downgraded to Essential. The aim is to provide basic services (food, water and litter tray cleaning) and then let cats be at peace by themselves. This type of visit is subject to evaluation by our team. In houses with more than one cat, these visits are only possible when call cats exhibit the same kind of behaviour.

If during Essential visits a cat shows a change in behaviour, starting to attempt to socialise, visit type will have to be upgraded to either Premium or Deluxe, depending on agenda availability and independent of client approval. Therefore, the scheduling of Essential visits implies that the client authorises this eventual upgrade.

PRICE - 10€ in houses with up to 3 cats; 14.5€ in houses with more than 3 cats. If the address is outside Lisbon or Porto's Zone 0, the area charge should be added.

Aggressive cats - In the case of cats that display aggressive behaviour, regardless of motivation, bookings will be dependent on a previous evaluation. If we deem these visits as possible, they'll be considered as Essential Aggressive, and their goal will be to provide basic care (food, water and litter tray cleaning).

It's the client's responsibility to inform us of any past situations where the cat exhibited apparently aggressive behaviour. This information has the sole purpose of allowing us to plan the best possible strategy to guarantee the safety of everyone involved.

PRICE - 12€ in houses with up to 3 cats; 17.5€ in houses with more than 3 cats. If the address is outside Lisbon or Porto's Zone 0, the area charge should be added.
In exceptional circumstances where the cat blocks the catsitter, delaying the visit, it might be necessary to make price adjustments. Booking this type of visit implies that the client authorizes eventual adjustments.

Minimum services - In cases where our agenda is already full in a specific day, it might be possible to book an Essential visit if this makes it possible to book an extended regular period of catsitting. Essential visits are for basic care only (water, food and litter tray cleaning).

PRICE - 10€ in houses with up to 3 cats; 14.5€ in houses with more than 3 cats. If the address is outside Lisbon or Porto's Zone 0, the area charge should be added.

Catsitting schedules will always be run on a daily basis, with at least one visit per day.
Beyond concerns about feline wellbeing, this is the best way to make sure that if anything urgent or unforeseen happens we are more likely to arrive on time to intervene.

You can book one, two or three visits per day.

Catsitting routes change daily in accordance to each day's bookings. Our goal is to plan the most efective route. For this, we try to avoid overlapping circuits, rush hour, times when it's more difficult to park in a certain area or other local factors. This is the best way we have of assuring the day goes as planned and no cat will be left waiting for longer than expected.

Whenever you book more than one visit per day, there's the need to space those visits, which poses restraints on route planning, increasing time and costs.

Because of this, whenever you book more than one visit per day the Multiple charge will apply over the price of the visits already booked (+6€/day for twice daily visits; +9€/day for thrice daily visits).

If you book twice daily visits, there'll be a minimum spacing or 6 hours between visits. If you book thrice daily visits, there'll be a minimum spacing of 3 hours between visits.

There is no exact time for each visit.

Timings will depend on the number of bookings for each day, the defined route and external factors, such as traffic, parking difficulties, unforeseen events in prior visits, among others.

Our goal is that we can keep the best timing coherence possible.

Whenever possible, we aim for a time variation of no more than 3/4 hours. If the timing change is in the way that a visit will take place earlier than in the previous day, the variation can be over 4 hours as long as we make sure that a 3/4 hours variation is kept for the following visits.

If the client wants the visit to take place in a specific time, there's the possibility (subject to confirmation) to book a visit with Specific Time Frame, for an additional charge (see Visits in a chosen time - Specific Time Frame).

Catsitting routes change daily in accordance to each day's bookings. Our goal is to plan the most efective route. For this, we try to avoid overlapping circuits, rush hour, times when it's more difficult to park in a certain area or other local factors. This is the best way we have of assuring the day goes as planned and no cat will be left waiting for longer than expected.

If there's a preference or need for a visit to occur in a specific time of the day, within our working hours (9am to 7pm), clients can make use of the Specific Time Frame option for an extra 6€/visit. With this option the client can choose a time frame of two hours in which the visit starts.

Exceptionally, if there's the need for the visit to take place before 9am or after 7pm, there's an extra charge of 10€/visit.

This option is always subject to confirmation of availability. During certain times of the year, like high season, it might not be possible to accommodate time constraints.

IMPORTANT: In situations where it is not possible to meet the scheduled period, any extras fee will be refunded. Non-controllable factors include unforeseeable traffic (such as that resulting from accidents on the road), emergencies from other cats that need to be to be addressed immediately, or unforeseen urgent personal issues, among others.

In exceptional circumstances there can be unforeseen events. These might include professional (like an urgent problem with another cat under our care) or personal matters (like accidents or serious illness).
In these occasions, changes might have to apply - such as a visit's duration - so that we can guarantee all cats under our care have, at least, basic assistance (water, food and litter tray cleaning).

All clients will be notified as soon as possible and visits will be priced as Essential (9€ in houses with up to 3 cats and 13.5€ in houses with more than 3 cats; area charges apply if you live outside Lisbon or Porto's Zone 0).

All families will receive news of each and every visit to their own cats.

Our preferencial feedback channel is Whatsapp, unless the client doesn't use this app or is unable to use it during their time away.

For your time away, we will create a Whatsapp group where our team and your family are included. So that every team member is up to date with all the info pertaining to each cat, incluindg specific orientations the client might have given before leaving,

Generally speaking, feedback is usually sent during the visit or immediately after.

However, it's not always possible to do it likewise.

Because of this, if you have any specific information that you'd like us to know, please send it beforehand.

If you're worried because you haven't received any news yet, do feel free to drop us a message.

*ALL PRICES INCLUDE VAT AT THE LEGAL TAX RATE

*ON THE 24TH, 25TH, 31ST OF DECEMBER AND THE 1ST OF JANUARY THERE'S AN EXTRA CHARGE OF 50% ABOVE THE LISTED PRICES

Visits outside Lisbon or Porto's Zone 0 have an additional charge. Each area adds an extra 4.5€, depending upon the distance from Zone 0.

In the case of addresses on Lisbon's south bank, the bridge's toll is also added to each visit's cost.

To confirm the area of a specific address, please send an email with your postal code to geral@ogatofica.com.

Animais de Rua | 10% discount for adherents to Cartão Amigo of Animais de Rua.

DGato | 10% discount on the first annual booking by DGato clients.

Rafeiros SOS | 10% discount for clients who have adopted at least one cat from Rafeiros SOS.

SAND | Clients SAND Clients that have their affiliate card up to date benefit from a 10% discount on their first catsitting booking.

Variegato | Each catsitting booking grants a 10% voucher to be used at Variegato.
Clients that shop at Variegato will have 10% discount in a catsitting booking on the same year.

There are no discounts for longer term bookings.

1. 1. For security and logistics matters, we need two sets of keys for each booking.
   2. You should only give us the keys that we need to visit your cats. Please remove any keychain or additional keys from the key sets that you'll give us.
   3. If you want us to leave one of the key sets on the last visit, we can't guarantee which one it will be.
   4. Both key sets should be made available before catsitting starts, according to the conditions stated in Key delivery procedures.
   5. Due to the wide span of our working hours and our route dynamic, we can't be dependent on keys that are left with neighbours/shops/etc.
   6. In the case of buildings with a 24-hour reception, key sets can be left there. The duration of the visit is considered from the moment the key collection process is initiated, meaning that delays unrelated to us (such as those caused by the security guard's absence from their workstation) penalise the duration of the visit. In the case of Essential visits, these may be charged as Premium or Deluxe.
   7. It is the client's responsibility to confirm that all keys are in good working conditions. A special warning for new keys that can easily fail to open locks. It is importante to ALWAYS check if a new copy works properly.
   8. If we are given key sets that do not work appropriately, the client will be responsible for all extra costs, such as necessary travels to ensure the resolution of the problem, the scheduling of extra visits on the same day and Urgency fees (10€).
   9. If we are given key sets that do not work properly, implying delay in access to the building or house, the duration of the visit is consideres from the moment the catsitter arrives on site, with a penalty for the duration of the visit. In the case of Essential visits, these may be charged as Premium or Deluxe.
   10. For security reasons, keys under our care are kept with only a reference to the cats’ names, having no address identification. When delivering keys please do not include any information within the set that could identify your house in any way.
   11. In the case of key loss, we will only hold responsibility for the cost of replacing the key.

1. Key delivery is the client's responsibility and should respect the service's terms.
2. Key delivery should take place at least 3 business days before the first visit. Scheduled visits are not guaranteed if this time frame is not met. In this case, an extra fee of 18€ can be applied to account for additional logistics, in addition to any cost regarding an eventual home key collection if it's requested and possible.
3. Key delivery is possible in any of the below options:
   • • Collection during the initial meet-and-greet visit: In this case, clients can hand their keys during the initial meet-and-greet visit.
   • • Collection at an address chosen by the client: 10€; if the address is outside Lisbon or Porto's Zone 0, the area charge should be added.
       This option is subject to availability and might not be possible during high season. If the client need collection to take place at a specific time, an additional fee is applied (+6€ from 9am to 7pm).
       Attention: Due to the COVID-19 pandemic, key collections take place on the outside of buildings. We appreciate your understanding in this regard.
   • Delivery to one of our catsitters, during a daily route: If the client prefers to come and meet us, we can list all our stops for the intended day; then, we'll text once we're heading to the chosen address from the list and can receive keys once we get there or when we finish the visit. In the event that the client arrives late, key collection will be charged as listed in our price list. We reserve the right to leave if there's a delay that might disturb our work.
     This option is dependent on the team's schedule and service areas.

1. Key delivery should be requested with a notice of at least 3 business days.
2. It can take place in any of the following ways:

• • • Collection at an address chosen by the client: 10€; if the address is outside Lisbon or Porto's Zone 0, the area charge should be added.
      This option is subject to availability and might not be possible during high season. If the client need collection to take place at a specific time, an additional fee is applied (+6€ from 9am to 7pm).
      Attention: Due to the COVID-19 pandemic, key collections take place on the outside of buildings. We appreciate your understanding in this regard.
  • Mail delivery (10€ plus posting costs as selected by the client).
  • Collection with one of our catsitters, during a daily route: If the client prefers to come and meet us, we can list all our stops for the intended day; then, we'll text once we're heading to the chosen address from the list and can receive keys once we get there or when we finish the visit. In the event that the client arrives late, key collection will be charged as listed in our price list. We reserve the right to leave if there's a delay that might disturb our work.
 This option is dependent on the team's schedule and service areas.
  • Delivery on the last visit: On the last scheduled visit, we can leave one of the copies inside the house or at any other place, if there's no additional travelling involved. If the client prefers this option, indications should be sent through email with a 24 hours notice.

Attention: If the key is left inside the house, the door will be left unlocked as each catsitter only carries one of the key sets.

IMPORTANT: For security reasons, we can only leave one of the key copies on the last visit. We want to make sure there's always an extra copy if something happens to the other. Also, we want to guarantee that should anything happen during your return, we'll have a way to keep visiting your cats (additional visits will always be subject to availability and confirmation).

1. If the client prefers so, the service can keep their keys deposited permanently.
2. Keys can be retrieved at any time, given a three business days notice.
3. O Gato Fica is not responsible for making keys available in an urgent manner in the event of unforeseen circumstances which are not our responsibility. A three business days notice is ALWAYS necessary before key collection.

Bookings for sick cats depend on the acute or chronic nature of their conditions. Each situation will be considered on a case-by-case basis.

Due to the need for constant monitoring, it is not possible to book catsitting for cats with acute disease.

It is not possible to book visits for cats with infectious diseases that could be carried between cats through the catsitter.

It is not possible to book visits for cats that have had feline panleukopenia during the 12 months prior to the intended catsitting period.

Chronic disease conditions will be considered on a case-by-case basis. We will need to evaluate the cat's medical history and stability before their family's departure.

Bookings for cats that have a medical history related to stress factors - such as cystitis and hepatic lipidosis - will be considered on a case-by-case basis. Our concern is that the family's absence and new stressors could trigger new episodes.

Our team is prepared to measure glycemia, administer pills, injectable medication or fluid therapy.

We cannot guarantee administration as this will always be dependent upon each cat. Before visits take place we will meet your cat to determine if they are good candidates for in-home treatment.

It is our policy not to restrain any cat in a forceful way as that can lead to a stress buildup which, in turn, might deteriorate their health and prevent future successful attempts.

Medication administration has a cost of 3.5€. If it needs to take place in a specific time there's an additional fee (more information at Visits in a chosen time - Specific Time Frame). Bookings in a Specific Time Frame are always subject to availability confirmation and may not be possible during high season.

In the event of a medical emergency we will always try to contact the client before making any decision. If this attempt proves unsuccessful, we'll do everything possible to act in the cat's best interest.

Clients are responsible for all costs involved (more information here).

Due to our regular contact with many cats we cannot visit houses where there are active infestations of external parasites, due to the aggravated risk of carrying them to other houses.

If we detect an active infestation that hasn't previously been mentioned by the client we reserve the right to cancel our visits with the ultimate goal to protect other cats and households under our care.

Because of the above, all cats should be dewormed before a period of catsitting.