Dog and cat boarding ONLY will be closed:
October 22 – November 17, reopening 11/18
December 3 – 8, reopening 12/9

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 will collect a copy of your key at the initial meet and greet for free. If we have to return at a later date to return the key, or pick it up again for future services, you will be charged $20 for each individual pickup and return.

Please note: We highly recommend you purchase a lockbox to store your house key. We want to move away from having pet sitters hold on to client’s keys between service periods. Purchasing a combination lockbox and setting it out before the start of services is a great way to reduce confusion and ensure an easy key handoff.

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?

We are happy to treat your key fob like a regular key. If possible, we recommend that you get a copy made. However, we are not 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 in Time to Pet indicating that your sitter has completed their services. These notifications will include updates in the form of text, photos, and videos where 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. We are moving away from holding on to client keys. Having a lockbox at your home that stores your key will make the key handoff process seamless and easy. It will also make things much easier on our sitters.

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.

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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. New client payments

All new clients must pay upfront, prior to receiving pet sitting services.

5. 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.

6. Late service fees

We assess fees for late pickups and pet visits. For overnight stays and boarding, a half-day fee will be assessed for services rendered after 12pm and a full-day fee will be assessed after 6pm. Drop-in pet care services requested before 7am or after 8pm result in a $15 per day charge. This applies to services like walks and drop-in visits.

7. 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.

8. Emergencies

We require specific information about vet services on our agreement form. If you do not provide adequate information, or your preferred office is closed, we will take your pet to a trusted local vet. Should you need an emergency / last minute visit to your home, we will make every attempt to accommodate your request, but cannot promise that your request will be met.

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 will collect a copy of your key at the first meet and greet where you will share relevant home and pet information with your trustworthy pet care professional. If you plan to use our services often, we recommend leaving a key with our staff to avoid pick-up and return charges. However, if you would like your key returned to you, we charge a $20 key return fee each time we need to return your key.

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.

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