Booking with us is simple and transparent. You choose the services you need, tell us about your pets, and we’ll confirm everything — including dates, times and pricing — before your booking is locked in. We follow the instructions you give us so your pets stay comfortable and happy while you’re away. If you need to make changes or cancel, just let us know and we’ll walk you through the options. Our goal is to make the whole process easy, reliable and stress-free from start to finish.

Read our full Service & Booking policy here.

We care for your pets the same way you would — with patience, kindness and attention to their individual needs. Everything we do is focused on keeping your pet comfortable, safe and relaxed while you’re away. We follow your routines for feeding, walks, medication and enrichment, and we keep an eye on any changes in behaviour or health. If something doesn’t seem right, we’ll let you know straight away and follow your instructions. We use gentle, force-free handling at all times and tailor our care to suit each pet’s personality, energy level and preferences.

Read our full Pet Care & Welfare policy here.

We take safety seriously — for your pets, your home and our carers. Before every visit, we check for anything that might put your pet or our team at risk, such as hazards, extreme weather or health concerns. We follow safe handling and hygiene practices, and we rely on you to share important information about your pet’s behaviour, health and environment so we can plan the safest approach. If your pet ever seems unwell or something unexpected happens, we’ll contact you quickly and follow your instructions. Our goal is to provide care that is not only kind, but consistently safe and responsible.

Read our full Health & Safety policy here.

We treat your home with the same care and respect we’d want for our own. Your access details are stored securely and only shared with the caregiver looking after your pets. During each visit, we follow your instructions for entering and locking up, checking gates and alarms, and keeping pets safely inside. If anything looks unusual — like a door left open or signs of damage — we’ll let you know straight away. We rely on you to tell us about other people who may be at the property and to keep locks, keys and access codes up to date so we can provide safe, smooth and secure service every time.

Read our full Home Access & Security policy here.

We only collect the information we need to look after your pets, manage your bookings, and run Furfolk safely and legally. This includes your contact details, basic home and pet information, and what happens during your services. We don’t sell your data. We only share it with our team, trusted service providers, and your vet (or authorities) when it’s genuinely needed. We work hard to keep your information secure, and you can ask to see, update, or limit your information—or opt out of marketing—at any time by contacting us at [email protected].

Find our detailed policy infomration here

We’re properly insured as a professional pet-care business. That means:

• If your dog accidentally hurts someone or damages property while with us, we’re covered.

• If your pet is accidentally injured in our care, our insurance helps cover vet costs (up to $20,000).

• If we lose your house keys, our policy covers rekeying/replacing locks.

• We’re also covered for the advice we give you about your pet’s care.

In short: if something goes wrong while your pet is with Furfolk, you’re not relying on trust alone — there’s real insurance behind it.

Find our detailed insurance information here 

We want every experience with Furfolk to be a good one. If something doesn’t go as expected, please tell us as soon as you can so we can look into it and make things right. We’ll listen, ask questions if needed, and work with you to find a fair solution. You can also share general feedback — good or bad — at any time. Your input helps us improve our service and support our carers, and we truly appreciate it.

Read our full Complaints & Feedback policy here.