contact us

Checking our site is the quickest way to get answers to commonly asked questions and general information.
Emails with questions already answered in our FAQs, Booking FAQs  or on product information pages won’t receive a response. 

booking troubleshooting

I haven't received my confirmation email

Our system sends confirmation emails automatically right after an order is placed to the email provided at checkout.

Before emailing us, please:

  • Check your junk/spam folder, or other categories like promotions or social, as some mail providers auto-filter emails.
  • Check all potential email inboxes - sometimes payment methods can be linked to old/secondary email addresses.

I want to add another person to my booking

Not a problem, all you need to do is book another session for the same time & date, using the same details at checkout.
Our system will recognise the matching booking details and automatically group your bookings.

I need to reschedule/cancel

To reschedule or cancel your booking, you can use the links provided at the bottom of your booking confirmation email (please note, this is separate from your payment confirmation email).

Our Refund Policy applies, and the provided links will not be valid if the required notice period is not met.

  • Rescheduling: Please give us a minimum of 24 hours' notice to reschedule your booking.
  • Cancellation with Refund: We require at least 48 hours' notice to cancel with a refund.

If you need to cancel within 48 hours of your booking, please email us so we can adjust our booking calendar and know not to expect you.

Running late to a booking

If you're running late, don’t worry—your booking will still be valid for the remainder of your reserved session.

However, we’re unlikely to be able to extend your session beyond the original booking time or make last-minute accommodations, especially during peak times such as lunchtimes, weekends, and bank holidays, as this impacts the schedule for other guests.

We recommend arriving promptly to make the most of your visit. If you’re running late, please let us know via email to meow@canterburytails.co.uk and an approximatie time to expect you.

common enquiries

How do I book? Do I need to?

You can book here.

Don’t forget to read our House Rules as agreement to these is required for booking.

Do I have to book?
We recommend booking as far in advance as possible, especially on weekends & holidays, to avoid disappointment.

Can I walk in without a booking?
If a timeslot isn’t fully booked, we may accept walk-ins, but to avoid disappointment or unnecessary travel, booking in advance is best.

What is your capacity?
Our café has a strict maximum capacity of 24 guests, with staggered entries of 12 people every half hour. This ensures a calm environment for our cats and helps our small kitchen fulfil orders efficiently.

For more information, visit our FAQs.

How do I ring you?

We do not use phone.

Email is the best way to contact us, our inbox is checked through the working day.

Why no phone?

  • So there is always a clear record of communication.
  • Our historic building is situated across multiple floors, our team are busy all day up and down, tending to guests and cats alike. Phone calls through the day would take team members away from their already busy load of duties.
  • If the team member on the phone is not sure on an answer and has to then ask someone else, this will further delay. The owner monitors emails so can answer directly, even when not physically at the café via phone email app.
  • We strive to uphold a calm and relaxing environment in the café for the wellbeing of the cats, and enjoyment of all guests. A phone ringing continually would definitely interrupt this.

We do however have extensive FAQs, booking specific FAQs, lots of info on our booking product page, our House Rules page, and plenty more info around the site.

We have tried to provide all information required for the vast majority of queries.

If not, then feel free to drop an email and we will be happy to help.

Can I work / volunteer with you?

Thank you for your interest! We are currently not accepting applications.

We have limited availability for work placements required for educational courses commencing April 2025, continuing through the summer months. Applicants must be a minimum of 16 years old.

Future job & volunteer opportunities - when & if they become available - will be posted to our social media channels, newsletter, & here on the website.

still need help?

Please ensure you have checked all options above, plus our FAQs and House Rules

more help please!