Frequently Asked Questions
1
How do I book my intake?
Send us an email, fill out our contact form, or give us a call! Our CEO will contact you to ask some basic questions about you and your pet and arrange an in-person intake to help us get to know you and your pet and identify the best sitters for you. Upon your initial consultation, we will also send you access to our client portal.
2
How do I request services?
Current clients are encouraged to log in to your client portal account or our mobile app to use the Scheduler tool to book services. Please do not call, text, or email your service request, as these can easily get lost. If you're having trouble with the scheduler tool, please send a chat through your client portal and we'll get right on it!
3
How many pet sitters will I have?
All of our team members are employees, which means they'll need breaks and time off work during a standard week. For this reason, all clients are encouraged to meet and greet at least 3 sitters -- one as a primary, one as a secondary, and a third for emergencies or conflicts! We do our best to split longer stays (7 or more days) between 2 sitters.
4
When is payment due?
Payment is due 3 days prior to the start of any scheduled service. Failure to pay by the due date does subject the job to cancellation if alternate payment arrangements have not been made with the office and a conflicting, financially secured service order is available for your sitter. Late payments will incur additional charges. Our client portal makes it easy for you to add a credit card for payment, which will automatically be charged at the start of service.
4
What is your cancellation policy?
Cancellation less than 3 days prior to the start of a service is non-refundable unless your sitter can be rebooked. Cancellations within 4 to 10 days prior to the start of service are subject to a 50% fee, while 11 or more days prior is fully refundable.