Need To Know
The Booking Process
Click on Become a Client and fill out the form. Your submission will be evaluated and if you’re a good fit, a follow-up email will be sent with new client onboarding instructions.
Your onboarding email will contain the activation link to our scheduling software, Time to Pet. You will setup your account and fill out the required fields in your profile.
After successfully completing your Time to Pet profile, you will schedule your complimentary Meet and Greet at a day and time convenient for you.
During the Meet and Greet, we will go over expectations, pet routines, and schedule your services.
Most Important Policies & Procedures
Rates are non-negotiable and are subject to change without further notice.
**ALL INVOICES GO ON AUTO-CHARGE**
Regular Requests: A 50% non-refundable deposit is charged to your card on file the day services are approved in Time to Pet in order to secure your booking. The remaining 50% is charged 48 hours before pet sitting services begin.
Last-Minute Requests: Anything less than a 48-hour notice is last minute. With these requests, the full balance is charged upfront and is non-refundable.
Time to Pet messages, services requests, and general inquiry emails are processed and responded to Monday through Sunday from 9 am to 6 pm. Phone messages from potential clients left on our voicemail are only answered Monday through Friday from 10 am to 2 pm.
After-Hours & Emergencies:
While we strive to accommodate our clients to the best of our ability, please keep in mind that we are not open 24 hours. Therefore, please follow this protocol for after-hours: If you must contact us after office hours for an emergency while we are scheduled to pet sit for you, please send a secured messaged through Time to Pet up until 8 pm. We will call you to determine the nature of your emergency. If your emergency is after 8 pm, please call your designated emergency contact for assistance. We will be unavailable.
All booking requests must go through Time to Pet. We do not accept requests via phone, text, or email. We are a first-come, first-serve business; therefore, we are unable to "pencil you in" or "hold a spot" for any request. The only way to truly secure your spot is by paying your deposit!
Cancellation requests must be submitted through Time to Pet no later than 24 hours before pet sitting services begin. Once services begin, no credits or refunds will be issued.
No credits or refunds are offered for early returns and/or late departures. While we understand that life happens and sometimes last-minute cancellations occur, please keep in mind that we have likely turned away other clients to make room for your request and we don't overbook. Therefore, you will be required to pay the full amount of your booking regardless of the time you depart or return home.
Visit Hours and Third-Party Home Access:
We do not guarantee specific appointment times. We operate within time blocks only. If we are unable to visit your pets at your requested time block, we will inform you and make arrangements to visit them during an alternate time block.
We require homes to be vacant of humans in order to provide pet sitting services. If we encounter someone in your home while we are scheduled to pet sit for you, we will promptly leave and you will be charged for the entire visit. If a friend or service provider must drop by, please let us know so we can make alternate arrangements to visit before or after they leave.
If your friends, family, or roommates are staying behind with access to your home while you're away, it's unlikely we will be a good fit for your pet care needs.
We understand that your friends or family may want to lend a hand by coming by in your absence to take care of your pets too. However, we do not accept job sharing for several reasons:
1) We want your pets to receive a consistent, reliable standard of care. Friends and family, although well-intentioned, may forget to come by when you ask them, they may not follow your instructions regarding medication administration, or they may simply be uncommunicative. After all, pet care is not their career! But it is ours. Hiring SBCCG as the sole provider of pet care is the best option for you and your pets.
2) For liability purposes, if other people are allowed to enter your home while we are scheduled to pet sit for you, we cannot and will not be held liable for anything that may happen to your pets or home.
Job sharing is a breach of our service agreement and will result in termination.
Indoor cats must be visited at least once every 24 hours. We will not accommodate requests for every other day or twice a week. As a professional pet care business, your cat's physical health, safety, and emotional well-being come first.
We will not pill cats or administer medication to cats that are aggressive or uncooperative. Pills must be crushed/dissolved in food or be compounded into an ear gel, treat, or chewable tablet for easier administration. We do not guarantee successful medication administration for any cat and may recommend veterinary boarding, if necessary.
Meet & Greets:
Initial Meet & Greets are complimentary. They allow us the chance to meet you and your pets, go over expectations, pet routines, and determine whether we will be a good fit for one another. However, if you move, welcome a new pet to your home, or need us to revisit your home for any reason, a Follow-Up Meet & Greet will be required and a $15 fee will apply.
We do not hold onto keys between visits. Unless you use an entry keypad, you can either provide your own lockbox or purchase one from us.
Inclement Weather and Medical Emergencies:
We will make reasonable efforts to maintain service during inclement weather but reserve the right to adjust the schedule of service based on our discretion. We require all clients have a local emergency contact on stand-by (like a neighbor) in case an emergency prevents us from providing pet care. We reserve the right to deny service to any client without a local emergency contact.
If your pet falls ill, we will take all reasonable measures to reach you or your emergency contact. If we're unable to reach anyone, we will use our discretion whether a trip to the vet is necessary. Please inform your veterinary office that we'll be caring for your pets in your absence and leave a method of payment on file at their office in case emergency care is required. We will not be held responsible for any medical expenses.
Indoor Cats with Outside Access:
Whether your cat is "indoor only” or has access to the outdoors, it will remain indoors for the duration of our pet sitting visits. We cannot be held responsible for any illness or injury sustained by your cat while roaming outside. For their safety, they will not be allowed outside while under our care.