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?
How do you handle homeowner keys? Do you have a key policy?
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?
What if I have a key fob and/or my home uses key-less entry?
Will I have the same Pet Sitter every time I request services?
How will I know if my sitter completed their visit?
My dog/cat is diabetic. Do you feel comfortable giving them injections?
Do you have any breed restrictions?
What should I bring for boarding?
Can I board my cat?
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
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
2. Outdoor policy
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
5. Pre-existing conditions
6. House plants and other household items
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.