FAQs & Policies

FAQs & Policies

Frequently Asked Questions

Here are answers to commonly asked questions. Feel free to contact us directly for additional information.

Are you insured?
Yes, we are fully bonded and insured. Please note: to ensure you are covered by our policies, you must follow the outlined booking procedures.
How do you handle homeowner keys? Do you have a key policy?
We do not hold onto any client keys unless actively providing pet care services (i.e. a 5-day consecutive daily visit or overnight pet sitting block). There are 2 options to pick-up and return client keys: 

1. Lockbox, hide-a-key, or digital keypad – you may request that your sitter obtains the key/fob from a lockbox or hide-a-key location at your home. Please ensure the code and location are in the “access instructions” section of your profile. Digital keypads also work but please make sure you have a backup plan in place should the batteries or technology fail.

2. Key/fob pick-up and drop-off – you may request that your sitter picks up or drops off your key before/after services are complete. This should be requested like a normal service in Time to Pet. Each trip incurs a $20 fee.

What forms of payment do you accept?

We accept ApplePay, Paypal, Zelle, and credit/debit cards. Tips can be paid directly to sitters or through the Time to Pet invoice.

Do you offer late-night services?
We are happy to offer drop-in services after 8pm; however, you will be charged a $15 late service fee to cover the risk involved with our pet sitters moving at night. If you request services before 7am, there is an additional $15 charge as well. There are additional fees for services after 12pm (half-day charge) and 6pm (full-day charge) on the final day of pet sitting and/or boarding.
What if I have a key fob and/or my home uses key-less entry?
If your home uses a digital keypad, that is not a problem. Please make sure the code is in the “access instructions” section of your profile.
 
If your home/building requires a key fob, we will only be able to use your fob. We have had too many problems with temporary/guest fobs in the past, so to ensure the health and safety of your pet, we need to use the master/homeowner fob. If this requires a key pick-up and/or drop-off, please request that service in Time to Pet.
 
Note: we are not responsible for electronic entry (fobs, digital keypads, bluetooth keypads, etc) that malfunction or otherwise prevent us from accessing your home to provide care. In the event of issues, we will try our best to find workable solutions; but we cannot be held responsible for technological challenges that get in the way of our regularly-scheduled care.
Will I have the same Pet Sitter every time I request services?
While we do our best to keep clients and pet sitters together as much as possible, we have to adjust when schedules prevent us from doing so. We appreciate your understanding and assure you that you will have a formal meet and greet with every pet sitter you work with.
How will I know if my sitter completed their visit?
You will receive a notification and/or email (based on your unique notification settings) from Time to Pet indicating that your sitter has coompleted their services. These notifications will include a report card, additional notes, photos, and videos when possible.
My dog/cat is diabetic. Do you feel comfortable giving them injections?
Yes! We have trained Pet Techs who are very experienced with injections, fluid administration, anal gland expression, etc.
Do you have any breed restrictions?
No, we love all pets!
What should I bring for boarding?
The only thing your pet needs for boarding is food. We’ll provide water, bowls, bedding, etc.
Can I board my cat?
Yes! We have private rooms where boarded cats can stay. They will stay safely and securely away from all other animals.
Do I need to have a lockbox at my home?

We do not require lockboxes but we do HIGHLY recommend them (or a hide-a-key or digital keypad). We do not hold onto client keys between non-consecutive rounds of services. Having a lockbox at your home ensures your keys stay safe, makes handoff seamless, and makes it much easier to ensure our sitters can provide safe, appropriate care for your pets.

Will I receive updates/photos/videos while you are caring for my pet?

Yes absolutely! We use software called Time to Pet (TTP) which was created specifically for pet care professionals. This software allows us to manage our business efficiently so our focus can be on providing great care for your pets. As a client, you will have a TTP account, and you will receive updates, photos, and videos (when available) after each visit so you can rest assured your pet is safe and healthy. See an example here

Pet Sitter Sharing

We do not share pet care services with anyone outside of The Village Pets, Pet Sitting and Pet Care, LLC. This includes, but is not limited to, having other pet sitters, family, and friends do drop-in visits while we are scheduled to do overnights, or sharing drop-in visits with multiple pet sitters. We reserve the right to cease services immediately if we learn this is taking place, and we cannot be held responsible for accidents or undesirable circumstances that arise from having anyone other than members of our team in or around your home for the duration of your scheduled service period.

Company Policies

We take pride in offering high-quality, reliable pet care services to our clients. Please read the policies below to ensure your experience with our Pet Sitters is a seamless as possible.

General Policies

1. Pet care reservations

All pet care services must be requested via Time to Pet. We will not accept or honor any pet care reservations that are made via email, phone, or texting with sitters. The only way to secure services with The Village Pets, Pet Sitting and Pet Care, is by submitting a request and receiving confirmation through the Time to Pet portal. You can create an account using the “New Clients” link at the top of the page.

2. Rates

Current rate information is available on the The Village Pets, Pet Sitting and Pet Care, LLC website. Rates are subject to change at the discretion of the company owner. Please inquire about specific needs/questions.

3. Payment

Payment is due within 24 hours of client’s return / pick-up. We accept ApplePay, Paypal, Zelle, and credit/debit cards. Tips can be paid directly to sitters or through the Time to Pet invoice. We do not accept cash as a form of payment. Please do not make any online payments or checks payable to Pet Sitters unless you receive prior approval from management.

4. Package purchases

Please note that payment for pet care packages will be required in full prior to scheduling services. Package rates are for one pet only and covered services cannot be changed or refunded. Rates for multiple pets are available upon request. Packages are non-refundable and must be used within one year from the date of purchase.

5. Late service fees

We assess fees for late pickups and pet visits. For overnight pet sitting and boarding, a half-day fee will be assessed for services after 11am and a full-day fee will be assessed after 5pm. Drop-in pet care services (i.e. walks and drop-in visits) requested before 7am or after 8pm result in a $20 per day charge. 

6. Cancellations

Cancellations that occur less than TWO WEEKS (14 days) before the start of services will result in a 50% service charge.

Cancellations that occur less than ONE WEEK (seven days) before the start of services will result in a FULL SERVICE CHARGE.

Cancellations on prepaid package services must be made at least one week (seven days) before the start of services otherwise the service will be counted on the package.

7. Emergencies
We require you to provide specific information about your veterinarian and emergency contacts in your Time to Pet profile. Please ensure that the emergency contact provided is someone who is not traveling with you. If you do not provide specific vet information, or your preferred office is closed, we will take your pet to a trusted local vet. 
 
Should you need emergency transport or pet care, we will make every attempt to accommodate your requests, but cannot gaurantee any services without proper prior notification.

Boarding Policies

1. Spay / neuter policy

All female pets must be spayed by 7 months of age and all male pets must be neutered by 8 months of age before attending boarding with The Village Pets, Pet Sitting and Pet Care, LLC.

2. Vaccinations and flea prevention

For boarding, all pets must be up-to-date on their vaccinations and monthly flea prevention. Owners must submit proof of three specific vaccinations – rabies, distemper, and bordetella – prior to temperament tests and boarding services.

Home Drop-in Visits & Dog Walk Policies

1. Leash policy
We require all dogs to be walked on a leash during dog walks with The Village Pets, Pet Sitting and Pet Care, LLC to ensure the safety and security of pets and staff. If your pet is aggressive or unruly while on leash, we reserve the right to deny walking services.
2. Outdoor policy
We are not responsible for the loss, injury, death, or actions of any pet that you have let outside, caused to be let outside or instructed The Village Pets, Pet Sitting and Pet Care, LLC to let outside. This includes pets with doggy doors and all pets who reside outside. We reserve the right to move an outdoor pet to shelter in the event of extreme weather.
3. Key return fees

We do not hold onto any client keys unless actively providing pet care services (i.e. a 5-day consecutive daily visit or overnight pet sitting block). If you have a lockbox or hide-a-key at your home, your sitter can leave your key in that location after services are complete. If you do not have one of these options, you may request that your sitter picks up or drops off your key before/after services are complete. This should be requested like a normal service in Time to Pet. Each trip incurs a $20 fee.

4. Key fobs and key-less entries
We are not responsible for missed or altered pet care services that result from technological challenges with key fobs or key-less entries. We recommend that you have a back-up fob on hand at all times and alert your apartment/condo concierges that we will be providing pet care services (when applicable) to avoid confusion.
5. Pre-existing conditions
The Village Pets, Pet Sitting and Pet Care, LLC is not responsible for treatment costs for preventive care or medical or vet bills resulting from an illness, chronic, or pre-existing condition.
6. House plants and other household items
The Village Pets, Pet Sitting and Pet Care, LLC is not responsible for watering house plants or taking care of other non-pet related home needs. While we will try to accommodate requests as they arise, our focus is on pet care and we will make that the first and foremost priority at all times.
7. Job-sharing and visitors

We do not share pet care services with anyone outside of The Village Pets, Pet Sitting and Pet Care, LLC. This includes, but is not limited to, having other pet sitters, family, and friends do drop-in visits while we are scheduled to do overnights, or sharing drop-in visits with multiple pet sitters. We reserve the right to cease services immediately if we learn this is taking place, and we cannot be held responsible for accidents or undesirable circumstances that arise from having anyone other than members of our team in or around your home for the duration of your scheduled service period.

Book your top notch pet care services today!

Pet care services in Metro Atlanta, Decatur, and surrounding areas.
Skip to content