We at Cat in a Flat are working hard to ensure that we remain your cat-loving home. We understand that transitions like these are never easy, particularly when it comes to moving to a new platform. We hear your frustration and we’re listening. Thank you for your patience as we work to fix issues as quickly as we can.

We’ve compiled a list of troubleshooting resources, along with some general information about the transition process below.

FAQs for sitters 

FAQs for owners and sitters

FAQs for sitters 

Where is the payment for my recently completed booking? 

• Bookings that were confirmed before the migration are processed through Cat in a Flat's payment system through Stripe and will follow Cat in a Flat's original payment schedule, so your payment will not appear on Rover. Check your original Cat in a Flat Stripe account to see if you have manual payments enabled. 
  
  If you believe a payment is missing or overdue, please contact paymentsupport@catinaflat.com and we’re happy to help.
   
• Bookings confirmed after the migration are processed through Rover's payment system. Two days after you complete a service, the funds will appear in the Processing Payments section of your dashboard. From there, Stripe will automatically transfer the funds to your bank account via direct deposit.

I need my earnings history or tax documents from Cat in a Flat. Where can I find them?

If you didn’t download tax statements prior to activating your account and you need these records for tax purposes, please contact our support team at support@catinaflat.com and provide a date range for the information you need —our team will retrieve the relevant documents for you.

I had a confirmed booking on Cat in a Flat that is now missing. 

Bookings that were confirmed on Cat in a Flat and scheduled to end after July 1st need to be reconfirmed on Rover due to the transition to a new payment platform. To reconfirm these bookings, visit the Pending Requests section of your inbox. 

Note: Sitters will need to accept the booking and owners will need to confirm and complete payment through Rover.

I used to offer a discounted rate for a second home visit visit on the same day. How do I do this on Rover?

You can still offer your preferred rates by applying a manual cost adjustment. Once you receive a booking request, select Modify Booking and use the Extras and Adjustments section to set the final price before confirming. 

I’m a sitter and my reviews, bookings and conversation history are no longer on my Cat in a Flat profile. 

Your reviews, bookings and conversation history have moved to your new Rover profile, where you'll manage your cat sitting requests and bookings going forward. Your Cat in a Flat profile now functions as an owner profile, which is why your sitter history is no longer visible there.

There are two apps. Which do I use?  

If you are a cat sitter: Your sitter pet sitting services is now managed through the Rover platform. All new and historical bookings, profile settings and messages will come through the Rover app and website.

If you are a cat owner: You can still use Cat in a Flat to search for and book sitters. You may notice some visual changes since Cat in a Flat is now powered by Rover, but Cat in a Flat is still a platform exclusively for cats.

How does the new “per-cat pricing” work? 

Our platform allows you to set rates on a per-pet basis so you are compensated for the individual care you provide each pet. You can adjust your additional cat rates (and even set it to £0) within your service settings to better reflect your personal pet sitting service model. For more information on how to do this, visit this article. 

FAQs for owners and sitters

I need to pay for a booking that was made before the move to Rover. 

Bookings confirmed before the migration will follow Cat in a Flat's original payment schedule. This means you will be charged using the payment method you had on file with your Cat in a Flat account — not any new payment method added through Rover.

If you'd like to update that payment method or if you receive a notification about a missing or overdue payment, please contact us at paymentsupport@catinaflat.com and our team will be happy to help. Your sitter will be paid for their services.

I have an upcoming booking but I can't reach the owner/sitter through the app. What should I do?

Rover sent an email to your owner/sitter encouraging them to activate their account. If you need to get in touch with the other party for an active booking please contact our customer support team at support@catinaflat.com. 

Why is there a cost adjustment on my booking? 

Here are the primary reasons why you might see a cost adjustment on your booking:

1. The booking was originally a Mixed Service booking (for example, the booking included a home visit and an overnight care). On Rover, bookings are based on a single service. To account for both services, the cost is split across 2 bookings.
    
2. Daily pricing on Rover is displayed differently from Cat in a Flat’s. Cat in a Flat listed individual service prices, while Rover bundles daily pricing. This causes the displayed booking total for your migrated bookings to appear higher on the Rover side, but the cost adjustment doesn’t change the amount that was originally paid. It's a correction we apply to make sure the total you originally agreed on through Cat in a Flat matches what's shown on Rover. Your price hasn't changed. 

Why have the fees changed? I used to pay a flat rate and now I'm being charged much more.

Cat in a Flat previously charged a fixed service fee per booking. With the transition to Rover, fees are now calculated as a percentage of the total booking value to match the existing fee structure on the Rover platform. This means that for longer stays or bookings with multiple cats, the fee may be higher than you were used to. We understand this is a significant change and appreciate your patience as you settle into the new platform.