Question 1

How can I get started?

Accepted Answer

The first step is to book a complimentary call with us so we can go over any questions you may have as well as make sure we have availability for the services and dates you're requesting. You can review our full onboarding process for new clients so you know exactly what to expect in joining the Pet Waggin' Pet Care family!

Question 2

How do I schedule a service?

Accepted Answer

We use Time To Pet software for scheduling, communicating and billing.  As a Pet Waggin’ client, you will have your very own client portal account. From this portal, you will be able to provide real-time updates for all of your pet(s) information, your information, request future services, view scheduled services, pay invoices, and message us directly. 
 
Our scheduling software books visits using time blocks.

Question 3

What is your cancellation policy?

Accepted Answer

Your consideration when scheduling and canceling service is greatly appreciated and allows us to schedule not only our work schedule but time with our families and loved ones.
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a.  Cancelations need to be made via your online portal. 
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b.  Cancellations received after 7pm the night before service or on the day of service will be charged the full-service rate. 
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c.  If you are traveling and return from a trip early, we will charge for the services scheduled on the date you cancel and apply the prepaid balance for any visits the following days as a credit toward future service​s.

Question 4

How do you handle keys?

Accepted Answer

All our keys tags are coded so there is no identifying information on them such as your name or address. If we will be using keys to access your home, please have two copies (required) ready to go at the Meet & Greet. (Note: If we need to make an additional trip to your home to pick these up, a charge of $20 will be charged to your account).
 
Key Options:
 
Keep in inventory - We pick up two copies of your keys at the Meet & Greet and keep those in inventory for future service. All keys are kept securely in our office when not in use and the key tag is coded.
 Lockbox - Client provides a lockbox (can be purchased online or at most hardware stores). We ask that two copies of your keys be placed inside in case of emergency lockout. Please have the lockbox location and combination at the Meet & Greet.
Secure buildings (no keys provided) - If you cannot provide keys and sitters are required to obtain access to the building and/or your home from the building office or by contacting you to buzz us in each visit, you will need to book a longer visit to allow time for that process.
​Pick up/return each booking - If you decide to have the sitter leave the key in your home, please arrange for a neighbor or someone nearby to have a spare key if you are delayed. Should the client choose not to provide keys to Pet Waggin' to maintain in their inventory, we will add a fee each time we pick-up or drop off keys.

Question 5

How am I billed and how do I pay?

Accepted Answer

Our monthly dog walking clients are billed on the last day of service each month and payment is due 7-days from billing date. All other services are billed at the time of booking and payment is due on or before the first date of service. We accept ACH payments and major credit cards. You can make payments in your client profile in Time to Pet.
 
Pet Waggin’ never stores or logs any of your payment information (other than the last four digits). We only integrate with payment processors that support remote storage of credit card information for the highest level of security.

Question 6

How much notice do I need to book service?

Accepted Answer

For new clients it’s best to book an Onboarding Call 1-2 weeks ahead of time so we can answer any questions, confirm availablity, and schedule a complementary meet and greet with your pet care team.
 
For existing clients, in most cases we can accommodate same day service requests, but as much notice as possible is always appreciated. Our staff schedule is posted on Fridays for the following week. Any add on's after Fridays each week are subject to availability.

Question 7

Do you charge more for multiple pets?

Accepted Answer

Pet Waggin' Inc. does not charge an extra fee for multiple pets, except for our Dog Park Play Days, as space is limited. Please consider booking longer visits for multiple pet households, dogs that require more exercise, or pets that require detailed special care.

Frequently asked questions