FAQ

Frequently Asked Questions

How do I get started?

To engage our services, please complete our New Client Form and request your service dates via our online scheduling software. Once your new client registration is complete, we will schedule a complimentary in-home consultation to review your home and pet care instructions and meet your pet(s).

What is an in-home consultation?

Our in-home consultation, which usually lasts about 30 minutes, allows you to meet with your Primary Pet Service Provider to review your pet’s needs and your expectations. Your Pet Service Provider will ask you about your pet, become acquainted with your home and pet care items, and answer any questions you may have. The consultation also allows us to collect house keys and other access details.

Will you arm and disarm my security system?

We will arm and disarm your security system during visits at your request. Please provide detailed instructions in Time to Pet including alarm codes, and company contact information in your client profile. During the consultation, please review instructions with your Primary Care Provider to ensure they are comfortable arming and disarming the system in your absence.

What if my building uses a key fob?

If your building is only accessible via a key fob, please provide one for our use during visits. Otherwise, please offer an alternative form of access that ensures we can seamlessly reach your pet(s) during our scheduled visit times.

What other information do you need?

We ask that you please enter your emergency contacts, veterinarian, utility companies, management companies, etc., in your client profile in Time to Pet. This information allows us to manage pet and household issues and emergencies on your behalf if you cannot be reached.

Can you medicate my pet?

Our team is happy to medicate your pet at no additional charge. Please provide all medication details in your pet profiles in Time to Pet, including medication name, purpose, and dosage. We encourage you to schedule your initial consultation during medication times so that we may observe the process and address potential concerns.

Can you water my plants?

While our specialty is pets, not plants, we are happy to water your indoor and outdoor plants during visits. Please provide detailed instructions in Time to Pet, including water amounts and frequency.

Will you share care of my pets with other businesses or individuals?

We ask that our company and employees be the only service providers present during your service dates. Limiting access to your pet and your home to our team alone ensures the quality of our services and keeps our employees safe.

What if I’m displeased?

Our highly trained, dedicated professional Pet Service Providers work tirelessly to ensure our clients and your pets receive the best possible care. If we ever miss the mark, please contact our management team and let us know immediately. We welcome your feedback and appreciate the opportunity to make it right.

How do I terminate services?

We will deactivate your account should you inform us that you no longer require our services. Our cancellation policy and key drop-off fees may apply if requested within 7 days of, or during, a reservation.

Why do you use scheduling software?

Our online scheduling software, Time to Pet, is an industry-leading solution used by thousands of pet care businesses for scheduling, payment processing, real-time visit updates, photos, and more. This technology allows you 24/7 scheduling via Time to Pet’s desktop portal or smartphone app.

How do you handle keys?

Your Primary Service Provider will collect properly functioning house keys during the consultation. Most of our clients leave the keys in our care between reservations to allow for seamless scheduling. Your keys are coded and stored for your safety. You and the provider will test each key with the door closed during the initial consultation.

Can I give you a garage or door code for access?

Door codes will need to be provided within your profile in Time to Pet. We will use your garage and door codes for access. That said, we encourage you to provide a functioning key when possible because garage door codes do not work during power outages and coded door locks can fail.

What if I want my keys back between reservations?

We are happy to return and pick up your keys if you feel more comfortable hanging on to them between reservations. The charge for key drops and pick-ups is $15 each way.

What happens if my Primary Care Provider is not available?

Our team works together to cover visits when a staff member is unexpectedly unavailable or requests time off. Between our Management Team and other pet service providers, we ensure your pet’s visits are never interrupted and can continue until you’ve returned home.

Can you bring in my mail?

We are happy to bring your mail, newspapers, and packages inside during visits. We do so to ensure your home looks occupied in your absence. We also alternate lights and blinds as requested.

What happens if there is inclement weather or an emergency?

With over 35 years of experience in the pet care industry, we pride ourselves on having thorough crisis management protocols for mishaps, emergencies, and inclement weather. Please provide detailed inclement weather instructions in Time to Pet. You can count on us to always have your pet’s best interests at heart.

What happens after I return home?

If you’re traveling, we ask that you please contact us to let us know that you have returned home safely and have taken over care of your pet. If we do not hear from you, we will contact you and your emergency contact. We will continue to provide services at your expense until you confirm your return.

What if I’m pleased?

Your positive feedback is invaluable to us. Please let us know how we did by reviewing us on Google , Facebook, and other review sites. In your review, please mention the service we provided and your Pet Service Provider's first name(s) so that we may recognize their efforts.

FAQ