Question 1

Team-Based Approach

Accepted Answer

Snuggle Bug Cat Care of Greensboro is a team-based business. This means that having the same sitter each time is not guaranteed. Depending on the length of your booking, you may be assigned several sitters. No matter the individual style of each sitter, you can trust that the standard of care for your beloved pets will stay consistent from beginning to end.To learn more about our staff training program, check out our blog How We Train Our Cat Sitters: Behind The Scenes At Snuggle Bug Cat Care

Question 2

Rates

Accepted Answer

Rates are non-negotiable and are subject to change without further notice.

Question 3

Payments

Accepted Answer

Regular Requests: Your card on file is automatically charged a 50% non-refundable deposit the day services are approved in Time to Pet in order to secure your booking. The remaining 50% is automatically charged 48 hours before pet sitting services begin.
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Last-Minute Requests (less than a 48-hour notice): Your card on file is automatically charged a 100% non-refundable deposit the day services are approved in Time to Pet.

Packages: Your card on file is automatically charged the full cost of the package on the day you add them to your account. Once paid, you can redeem visits at your discretion.

Question 4

Booking Requests

Accepted Answer

All booking requests must be submitted 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!

Question 5

Cancellations

Accepted Answer

All cancellation requests must be submitted through Time to Pet. Once services begin, no credits or refunds will be issued. 
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For regular cat sitting:
- More than a 48-hour cancellation notice: No refund. A credit for any payment already made will be applied to your account to be used within 1 year.
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- Less than a 48-hour cancellation notice: No refund. No credit.

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. Therefore, you will be required to pay the full amount of your booking regardless of the time you depart or return home.

For packages:
Canceled visits stay in your package to redeem later.

Question 6

Visit Hours & Third Party Home Access

Accepted Answer

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.
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If your friends, family, or roommates are staying behind with access to your home while you're away, we will not be a good fit for your pet care needs.

Question 7

Job Sharing

Accepted Answer

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:
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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 us as the sole provider of pet care is the best option for you and your pets.
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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. 
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Job sharing is a breach of our service agreement and will result in termination.

Question 8

Key Exchanges

Accepted Answer

We do not hold onto keys between visits. Unless you use an entry keypad, you must provide a lockbox for our use. If you need to purchase one, here's the one we recommend: MASTER LOCK 
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Why? Lockboxes are not just convenient for our team since we don't have to coordinate key exchanges, but it also adds an extra layer of security and peace of mind for you. You retain control of your key at all times and don't have to keep track of who has access to your home.

Question 9

Medication Administration

Accepted Answer

We don't give pills directly by mouth- they need to be mixed into food or a treat. Regardless of the method, any cat requiring medication needs to be cooperative and non-aggressive. We do not guarantee successful medication administration for any cat and may recommend veterinary boarding, if necessary.

Question 10

Minimum Visits

Accepted Answer

Adult indoor cats must be visited at least once a day. Kittens 1 year or younger must be visited twice a day to ensure they receive adequate attention and playtime. We will not accommodate requests for anything less than our minimum standard of care. As a professional pet care business, your cat's physical health, safety, and emotional well-being come first.

Question 11

Meet & Greets

Accepted Answer

Initial Meet & Greets  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. Visit Get Started to learn more.

Question 12

Inclement Weather & Medical Emergencies

Accepted Answer

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 that 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. Our emergency vet transportation service is invoiced at the rate of $50/hour. This includes the time it takes us to secure your cat in its carrier, the ride to a local emergency vet, and the wait time until your cat is admitted by vet staff. We will not be held responsible for any medical expenses; therefore, please ensure either your primary vet or the emergency vet has a valid method of payment on file for you.

Question 13

Indoor Cats with Outside Access

Accepted Answer

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.

Question 14

Office Hours

Accepted Answer

We are open Monday through Friday 9 am to 6 pm. Unless there is a last-minute request or we are actively cat sitting for you, we respond to all routine messages and requests during office hours only.

Question 15

After-Hour Emergencies

Accepted Answer

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-hour emergencies:
Message us on Time to Pet. Our normal office hours are weekdays 9 am to 6 pm but we continue to monitor Time to Pet up until 8 pm only for clients whose cats we're actively visiting. After that, we ask that you contact your emergency contact for assistance.

Need To Know

The Booking Process

Most Important Policies & Processes