Frequently asked questions

Fluffo is a pre-launch pet-care service in Tallinn. We help pet owners find checked pet sitters for walks, short home visits, care at home, overnight stays and house sitting.

Right now, Fluffo works manually. We review every request, learn about your pet, check sitter availability and confirm the care only once all the important details are clear.

The idea is simple: to make arranging pet care feel calmer, clearer and more thoughtful.

No. Fluffo is not a pet hotel or kennel.

We help arrange care in a setting that feels more familiar to your pet: at your home, during a walk or short visit, or with a sitter staying at your place while you're away.

In some cases, care at the sitter's home may also be possible. We discuss this individually, as it depends on your pet, the sitter's home environment and whether the setup is safe and comfortable for everyone.

Fluffo currently operates in Tallinn.

We may also be able to consider requests just outside the city if we have a suitable sitter, the travel arrangements are practical and the care can be organised safely.

Availability depends on your area, dates, transport, sitter schedules and your pet's individual needs.

We're currently in pre-launch, so we don't offer instant booking or automatic sitter matching yet.

Instead, we take a closer look at every request: who your pet is, what their routine looks like, whether there are any health or behaviour considerations, where you live, when you need care and which format would suit your pet best.

It may take a little longer than simply pressing a “Book” button, but for this first version of Fluffo, we believe it's a more careful and responsible way to organise pet care.

Fluffo doesn't have a public sitter catalogue yet.

Instead, we manually suggest someone based on your pet, area, dates, care format and instructions. Before anything is confirmed, you'll have a chance to discuss the details, ask questions, have an intro call and arrange a first meeting with your pet.

If you don't feel comfortable moving forward with the sitter we've suggested, just tell us. We'll check whether another suitable option is available.

Before sitters receive their first requests, we get to know them and discuss their experience with animals, motivation, preferred care formats and the situations they're comfortable handling.

We also check basic information, ask for identification and contact details, and pay attention to their experience, communication and sense of responsibility.

Before starting, sitters complete Fluffo's introductory training and testing. It covers pet safety, photo updates, access to the owner's home, communication and what to do when something unexpected happens.

These checks help reduce risks, but they don't replace a first meeting, clear care instructions or written confirmation of all the important details.

Yes. Before receiving their first requests, sitters complete Fluffo's basic training.

It's not just a formality. It helps us establish the same expectations for everyone: how to communicate with owners, send photo updates, respond to anxious behaviour, handle access to someone's home and recognise when a problem needs to be reported immediately.

If a sitter has relevant professional experience, dog-training qualifications or a veterinary background, we take that into account separately.

Yes. Meeting the sitter before the care starts is an important part of the process.

It gives you, your pet and the sitter a chance to meet calmly and go through your pet's routine, behaviour, home access and any important instructions.

We especially recommend not skipping the meeting if your pet is anxious, takes medication, is uncomfortable with new people or the sitter will be staying in your home for an extended period.

Fluffo support means helping both you and your sitter before, during and after the care period.

We can help clarify your request, agree on the care format, pass along important instructions, organise an intro call or first meeting, and help if any questions come up during the care.

You can reach us through WhatsApp or Telegram. In an emergency, calling is usually the best option.

We don't promise “100% safety”. Pet care involves animals, people, homes and situations that can sometimes be unpredictable.

Instead, we make the process more careful. We check sitters, learn about your pet's individual needs, recommend a first meeting, confirm important details in writing and stay in touch.

These steps help reduce risks and give everyone a clearer understanding of whether the care arrangement is a good fit before it begins.

No. Sending a request is the first step.

Once we receive it, we'll check your dates, area, care format, your pet's needs and sitter availability.

Your booking is confirmed only after we've agreed on the details and price and sent you written confirmation.

Until then, submitting a request does not reserve a sitter, price or dates.

First, you send us a request and tell us about your pet.

We'll then clarify the important details: dates, area, type of care, routine, health, behaviour, home access and any special instructions.

Once we have everything we need, we'll check sitter availability and suggest a suitable match. If everything feels clear and comfortable, we can arrange an intro call or a first meeting with your pet.

The booking is confirmed only after the details, price, dates and sitter availability have all been agreed.

During the pre-launch period, the price, care format and payment terms are agreed before the booking is confirmed.

A prepayment is required to confirm the booking. We'll let you know the amount and payment details when we arrange your care.

Once the prepayment is received, we reserve the sitter's time and confirm the booking. If there is a remaining balance for your booking, it is paid according to the agreed terms.

Available payment methods may include bank transfer, Wise, a company invoice or other options available at the time of booking.

Payment terms for longer, urgent or unusual requests may differ, but we'll always agree them with you in advance.

Not yet. At this stage, we don't accept card payments directly through the website.

Once we've discussed your request, we'll let you know which payment options are available. These may include bank transfer, Wise or a company invoice.

If you need an invoice, please let us know before the booking is confirmed. We'll prepare it together with the final price, payment terms and prepayment deadline.

The payment method is always agreed in advance, so everything is clear before the care begins.

The final price depends on the type of care, area, dates, number of pets, urgency, transport and any special care requirements.

For example, the price may differ from the standard rate if you have several pets, need overnight care, require care for a longer period or the sitter needs to travel a significant distance.

We'll always agree the final price before confirming your booking, so there are no surprises afterwards.

Yes. Before the care starts, we enter into an agreement covering the key details of the booking: dates, care format, price, responsibilities, your pet's individual needs, home access and important instructions.

The agreement helps make expectations clear in advance and reduces the chance of misunderstandings during the care period.

Care is confirmed only after the details have been agreed and the contract has been signed.

Depending on what we agree with you, care may include walks, feeding, fresh water, cleaning the litter box or your pet's area, short home visits, care at your home, overnight stays, house sitting, giving medication according to instructions and photo updates.

We'll agree on the exact care plan before your booking is confirmed.

It's best to prepare everything your sitter may need in advance:

food, bowls, leash, harness, muzzle, medication, care instructions, home access details, information about your intercom or alarm system, your contact details, an emergency contact and your veterinarian's details.

The clearer the instructions are, the easier it is for everyone to keep the care calm and consistent.

Please tell us before your booking is confirmed.

We need to know about health conditions, medication, allergies, anxiety, aggression, tendency to run away, reactions to people or other animals, feeding routines and walking rules.

This isn't a “good behaviour test”. It simply helps us understand which care setup is suitable and whether a particular sitter can manage it safely and confidently.

Yes, if the sitter is comfortable with it and you provide clear written instructions.

Before the care starts, please provide the name of the medication, dosage, timing, how it should be given and your veterinarian's contact details in case there are any questions.

If the instructions are incomplete, we may need to wait for more information before confirming the care.

Yes. You'll receive photo updates during the care period.

As a standard, we aim for daily photo updates. If you'd like to hear from the sitter more often, let us know in advance so we can agree on a communication rhythm that works for both you and the sitter.

If your pet becomes unwell, the sitter should contact you and Fluffo straight away.

We'll follow the instructions agreed with you in advance and contact you, your emergency contact or your veterinarian when necessary.

That's why it's important to provide an emergency contact who can make decisions if you're temporarily unavailable.

If the care takes place in your home, please provide clear access instructions and let us know in advance about cameras, alarm systems, other people who may be present, fragile items or areas the sitter shouldn't enter.

If something involving your property happens during the care period, Fluffo can help document what happened and review the situation individually.

Fluffo does not promise insurance coverage unless this has been specifically confirmed separately.

If your pet tends to chew things, scratch furniture, mark territory, open doors or behave unpredictably in certain situations, please tell us in advance.

Knowing these details helps the sitter prepare and reduce the chance of something going wrong.

If your pet damages property, the situation will be reviewed individually, taking into account what happened, the owner's instructions and whether relevant information was shared before the care began.

A booking can be cancelled or rescheduled up to 48 hours before the care begins, provided the service has not already started.

If you cancel 24–48 hours before the service begins, 50% of the prepayment is refunded.

If you cancel less than 24 hours before the service begins, the prepayment is non-refundable because the sitter has already reserved that time for your pet.

We try to handle cancellations calmly and fairly for everyone involved.

Urgent requests are considered individually.

Sometimes we may be able to help at short notice, but it's always better to contact us in advance. This gives us enough time to find a suitable sitter, arrange an introduction and understand all the important care details.

If you contact us on the same day the care needs to begin, we may not have enough time to organise everything safely and without rushing.

We'll tell you honestly and, where possible, suggest another care format or different dates.

We don't want to confirm a booking unless we feel we can organise it responsibly and safely for your pet, you and the sitter.

If your sitter becomes ill or unavailable before the care begins, Fluffo will try to find a suitable replacement and let you know straight away.

We can't promise that a replacement will be available in every situation, but we'll do our best to help.

If we can't find a suitable replacement, we'll be open about it rather than confirm care we can't organise properly.

If something urgent happens during the care period, the sitter will contact you and Fluffo.

If you're unavailable, we'll use the emergency contact or veterinarian details you've provided when needed for your pet's safety.

That's why we ask you to provide up-to-date contact details and clear emergency instructions before the care is confirmed.

Yes, if we believe we can't organise the care responsibly and safely.

For example, this may happen if we don't have enough information about your pet, there is a significant risk to the sitter or pet, home access hasn't been arranged, an emergency contact is missing for more complex care, or the requested care format isn't suitable for the situation.

We'd rather be clear about that before the booking than confirm care with too many unknowns or unnecessary risks.