FAQs

We accept all major credit cards, debit cards and ACH transactions directly within our secure portal. Our clients prefer to opt in for the auto charge feature, providing a hassle free invoice payment experience, electing to be automatically charged when their invoice is due. Auto charge and auto tip are individual options that you can select when filling in your profile.

After each visit, clients receive a real-time update and a photo, delivered directly to their mobile device through the Time to Pet app and/or sent to up to two email addresses. Visit updates and photos keep you informed and connected with your pet’s care, wherever you are.

To get started simply fill out your New Client Form. Next you simply book a call with us. Next step, you will activate your online account, complete your profile and can begin scheduling visits once we have met in person.

While all of our walkers and sitters are equally professional, knowledgeable, and prepared to care for your pet(s), you will be assigned a primary dog walker and pet sitter based on your pet species and location.

If your primary pet sitter is unavailable, a backup dog walker or pet sitter will care for your pet to ensure that services are never interrupted. Please keep your pet’s profiles and supply locations up to date to ensure that your pet care provider, whether primary or backup, is prepared to complete each visit successfully.

Scheduling services depends on the services in question. 

• We will set up recurring services on a set, ongoing schedule on your behalf. You will have the option to cancel recurring services via our online portal as needed.
• Clients should request as-needed services through our scheduling software. Use the scheduling tab, select the desired date, length of visit, and preferred window of time to submit your request.
• We will confirm all services via email.

We offer windows of time within our standard operating hours – and outside of those hours with an additional fee. If you do prefer to list a preferred target time within the window we will do our best to accommodate. Puppies do require tighter windows of time and we work with you to create a plan, targeting visit times to set them up for success with house training.

Our standard service hours are Monday through Friday, 9:00 AM to 4:00 PM. During standard hours, clients may select a desired time block from the following options:

• 9 AM to 11 AM
• 11 AM to 2 PM
• 2 PM to 4 PM

Clients may also select a desired time block from the following options; these time blocks incur a $15 surcharge because they are outside our standard service hours:

• 7 AM to 9 AM
• 4 PM to 5:30 PM
• 6 PM to 8 PM
• 8 PM to 10 PM

We request all information that will enable us to provide you and your pet(s) with the best possible care during visits. Requested details include, but are not limited to, information about your pet, such as their personality, quirks, likes, dislikes, diet, exercise routines, medical conditions, restrictions, medications, supplements, and training. We also encourage you to provide information about your home and emergency plans, including trash days, alarm codes, maintenance schedules, and the location of pet and home care supplies. Finally, please provide us with contact information for designated emergency contacts, pet guardians, preferred veterinary clinics, and management companies if applicable.

Our cancellation policy is based on the service type as follows:

• Daily dog walks and cat visits: Minimum of 48 hours’ notice to avoid fee; eligible cancellations will be credited for use toward future services
• Overnight pet sitting: Minimum of four weeks’ notice to avoid a cancellation fee; eligible cancellations will be credited for use toward future services
• We do not provide credits or refunds for cancellations over holiday periods, for
  late departures or early returns.

We can access your home in any of the following ways:

• You provide a lockbox to place outside your home; your keys remain in the lockbox for our use during pet care visits
• You provide a door or garage code to allow us uninterrupted access to your home

A holiday fee applies for services scheduled over the following holiday periods:

• Thanksgiving (Wednesday evening to Sunday)
• Christmas Week to New Year’s Day
• President’s Day Weekend
• Easter Weekend
• Memorial Day Weekend
• July 4 Holiday Weekend
• Labor Day Weekend

The holiday fee varies by service type and holiday and ranges from $15 up to $60 per visit.

Yes, we require a minimum number of visits per day during pet sitting reservations as follows:

• Cats and small animals: Once daily 
• Dogs: Three visits daily

Please note that, while these are our minimums, we recommend four visits for homes with dogs to ensure their comfort and well-being.

We are happy to administer medication to your pets during visits. Please provide the medication name, dosage, frequency, and instructions via your pet profile. We will review the instructions and discuss the desired administration method during the Meet & Greet.

 If you reside in a building that requires FOB access, we can handle the fob in one of the following two ways: 

• You store your fob in a  lockbox onsite
• You provide two extra fobs for us to keep on file (this is typically for a building that does not allow for lockbox installation)

We are happy to bring in your mail and packages during visits. If your mailbox requires a key, please leave the key on your kitchen counter with the mailbox number so that we may access your mailbox in your absence.

To change or cancel a reservation or single visit, 

• Access your schedule tab in  Time to Pet to view your scheduled visits
• Select the date(s) you want to cancel or alter
• Choose the blue “Request Change” button
• To cancel or change your recurring schedule simply message us through the portal and we can take care of that for you.
• We will confirm all services and changes via email

We welcome your feedback and appreciate the chance to address your concerns and make things right. Transparency and open communication are core to our values, and we can only improve by understanding where we may have fallen short. Your satisfaction and your pet’s well-being are our top priorities.

We love hearing when we’ve made a positive impact! If you’ve had a great experience with our services, please let us know. We also ask that you consider sharing your experience with other pet parents in our community by leaving a Google review on our behalf.  Facebook reviews are also welcome on our business page. Your positive feedback not only encourages us but also let’s others who are looking for pet care know they can be confident working with us.

Our online reviews offer insights into what our clients are saying about us, providing unfiltered feedback on our services and the care we provide. These reviews reflect a wide range of experiences and demonstrate our commitment to meeting and exceeding client expectations.

Scheduling software has many benefits, including making it easy for you to request services, make secure payments, and communicate with your care provider. We utilize industry-leading software, Time to Pet, which enables you to add, store, and update care requests and instructions through a secure online portal or mobile app from anywhere with Wi-Fi access. GPS-enabled, our software also tracks our sitters’ location for their safety and your peace of mind.

Use the following links to access our online portal and mobile app: 

Registration Link for New Clients

Online Portal for Existing Clients

Download The App for Android

Download The App for Iphones

A Meet & Greet allows us to meet you and your pet(s) in your home. During this meeting, which typically lasts about thirty minutes, we will:

• Review your online profile.
• Review your care instructions.
• Familiarize ourselves with your home and pets.
• Ask for you to walk us through the routine that you would like for us to follow with your pets.

We are happy to accommodate special requests. Please enter all pet care instructions into your pet’s profile before our Meet & Greet so that we can discuss the details with you at that time.

Tipping is a wonderful way to show your appreciation for your pet care provider’s hard work. Every tip you leave goes entirely to the person who cared for your pet.