Payment & Cancellation Policies

Payments

All reservations require a 50% deposit to reserve time on the schedule. This includes ALL services. The deposit is due within 72 hours of the reservation approval, we reserve the right to release the reservation. The remaining balance is due before services can begin. If your service is requested before the 72 hour window you must pay in full. You may place a card on file in your Time to Pet profile, or manually submit your payment through Time to Pet.

Any same-day service requests will incur a same-day booking fee of $8. Additionally, any service requested after 8 PM for the following day will also be subject to this fee.

Overnight Booking and Cancellation Policy

Any NON - holiday reservation must be paid in full to reserve time on the schedule. If the invoice is not paid in full within 72 hours of the reservation approval, we reserve the right to release the reservation.

Overnight cancellations must be made 72 hours before the reservation starts by 6 p.m. There are no refunds or credits for early returns.

Cancellation Policy for Walks and Visits

Cancellations for walks must be made the day before the reservation starts by 6 p.m. Should the client cancel after the cancellation period the client will forfeit the cost of the walk and not receive a credit or refund.

Cancellations for pet sitting visits must be made 72 hours before the reservation start date to receive the deposit back on your account to use towards future services. Should the client cancel after the cancellation period the client will forfeit the cost of the visits and not receive a credit or refund.

Holiday Policy for Overnights and Visits

All holiday reservations must have a 50% deposit down to reserve time. This includes all services. Any deposits not paid within 72 hours of the reservation approval we reserve the right to release the reservation. Holidays fees apply to any dog walks, pet sitting, and overnight visits the day before a holiday and the day of a holiday.

The remaining 50% of the holiday invoice must be paid before the cancellation period arrives. (This is 3 weeks before the holiday week occurs).

Holidays include: New Year’s Eve, New Year’s Day, Martin Luther King Day weekend, Memorial Day Weekend, Easter Weekend, Juneteenth Weekend, Independence Day Weekend, Labor Day Weekend, Thanksgiving week, Christmas week.

Holiday cancellations for all services must be made 3 weeks prior by 6pm to receive a full credit on your account. Cancellations made after this time frame will result in no credit on your account from the reservation. There are no refunds or credits for early returns.

Key/Lockbox Policy

Keys and lockboxes

We ask that all clients place a lockbox at their home and place ONE key inside the box for us to use during services. A second key will be kept in the office in case of an emergency.

If we arrive at your home to provide services and the lockbox has not been placed outside for us to use, there will be an additional charge of $20 for us to go to the office to get the key. If you know ahead of time that the lockbox was not placed outside please call or message us through the portal to avoid this charge.

You may purchase a lockbox through us for $18, or purchase a lockbox of your choice from a local store.

Not all apartment complexes or condominiums will allow a lockbox to be placed at your residence, so please check with your HOA first.