FAQ’s

Do you do a background check on your pet sitters?

Yes. Every pet sitter has been professionally background checked. It’s just one step in our careful selection process to find the best—and most loving—pet caregivers.

Are pet sitters insured and bonded?

Yes. Our pet sitters are insured and bonded for your protection, and for the protection of your home and pets.

What happens at the complimentary meet and greet?

Your friendly neighborhood pet sitter will come to your home to meet you and your pets. They will answer your questions and gather information about your pets and home. We’ll spend time letting your pets get to know us. Then, when we return for pet sitting visits, your pet sitter will already be a friend.

Will I get to meet the pet sitter who will be taking care of my pets?

Yes. The pet sitter who will be caring for your pets is the one who will come to the meet and greet. Every time you book a service, we’ll assign it to that sitter, if available. If your primary sitter is unavailable, we’ll offer you the opportunity of meeting a backup pet sitter.

What if something happens to the pet sitter while I am away? Is there some sort of backup?

Yes. This is where we shine! We are here for you and your pets. We’ll make sure every pet is taken care of and every pet parent is well-informed.

Will I receive updates?

Yes. Your pet sitter will send pictures and updates each day, or as you request. Nothing like a cute picture of your pets to make your day when you’re away from home!

What is your cancellation policy?

Because our pet sitters carefully schedule their time to accommodate the pets in their care, and because their schedules are sometimes completely full, we require 24 hours notice for (non-holiday) cancellations. Our overnight service cancellation policy is the same as holiday cancellations. Holiday week cancellations: full refund if cancelled 30 days in advance. 50% credit toward future services if cancelled at least two weeks but less than 30 days in advance. No refund or credit if cancelled less than two weeks before the beginning of service. Please remember that we are sometimes booked months in advance for holiday and overnight services. We sometimes have to turn down other pet parents, and sitters often give up plans with friends and family to care for your pets.

Do you charge for a meet and greet?

No. Your initial meet and greet is free and without obligation.

What areas do you serve?

The Houston metro area we currently serve includes Afton Oaks, Energy Corridor, the Galleria, Garden Oaks, Greenway, Highland Village, Houston Heights, Inner Loop, Katy, Lazybrook/Timbergrove, Midtown, Montrose (Neartown), Museum District, Oak Forest, Rice University, Rice Military, River Oaks, Upper Kirby, Uptown, West Houston, West University, and Westchase. Our service area changes from time to time. If you don’t see your area listed, please feel free to ask!

Do you administer medications?

Yes. We do adminster medications. Since every pet and every situation is different, we take these on a case-by-case basis. Please call us to discuss your pet’s individual needs.

What if my pet is aggressive?

It’s extremely important that we have any and all information about this issue. If your pet has any history of aggression, or if you have any reason to believe that your pet may bite, snap, or show other signs of aggression, we are unable to care for that pet. While we are experienced with all kinds of pet care, we aren’t behaviorists. If a sitter cannot safely enter your home and provide routine care, you should make other arrangements. We’re very sympathetic to your situation, but can’t jeopardize the safety of the sitter or your pet.

What is your key policy?

We request two copies of your house keys. One is for the sitter, the other is for the office to use in case of emergency. You will need to give the keys to your sitter at the meet and greet. If keys aren’t provided at the meet and greet, there is a $10 fee for a key pickup visit at a later time. Most of our clients request that we keep their keys for future visits. If not, there is a $10 trip charge for each key pickup and for each return. Please do not ask your sitter to meet you for a key exchange. For security, keys are tagged using a coded combination of letters and numbers, and we do not put your name, address, or other easily identifiable information on your keys.

What if a fob or card key is needed for access to my apartment building or community?

You will need to provide the sitter access to your apartment community, as well as your building and apartment. Most clients opt to give the sitter a fob or gate card to keep. Otherwise, you will need to schedule a pickup for those items before each service starts, and the sitter will be happy to leave them in your apartment at the last visit. A call box is not a good option, and waiting time can result in additional charges. If a client requests that we pick up and leave keys, fobs, etc. at a 24-hour concierge desk, the visit will begin at the time the sitter arrives at the desk.

Is there a holiday surcharge?

Yes. Holiday surcharges are paid 100% to your sitter, as a thank you for being on the job while most people are enjoying a holiday at home with family and friends. The charge is $6 per visit, $15 for overnights on holidays.

Are you a franchise?

No. We are a local, family-owned and operated business. This means there is a real person for you to talk to, someone who will make sure visits are completed, answer questions, address your concerns, and be a part of your pets’ “family.”

Is my information secure?

Yes. We do not store your information—either personal or credit card—on our computers. Credit card transactions are processed through TSYS, a gateway company processing billions of transactions yearly, with 100% U.S.-based customer support. Credit card information is stored in encrypted format. Once entered, no one—neither managers nor sitters—can see full credit card numbers or card security codes. We are a 2017 and 2018 American Express Card Member Favorite.

Your home and personal information is safe, as well. This information is protected by a firewall in a state-of-the-art data center by our online scheduling application, LeashTime. Only authorized personnel and you can see your information. Access is available only to users with LeashTime usernames and passwords. All communication between LeashTime and the browser on your computer or smartphone is encrypted using SSL.

What are the benefits of using a pet sitter compared to boarding my pets?

Your pets are happy at home. They are less stressed in their familiar surroundings and comforted sleeping in their own beds. Play and walks are tailored to your pet. There’s no travel trauma, and less exposure to illness, parasites, and the constant barking of strange animals. No strange cages or kennels, just the soothing smells, sounds, and sights of home. You won’t have the hassle of getting pets in the car and dropping them off. No worries about getting there before the kennel closes or having to pay for an extra day. And what could be better than being greeted at the door by your best friend when you get home?

Do you board pets in the sitter’s home?

No, all our visits are done in the pet’s home. Pets are happiest at home and, because our sitters take care of many pets, they are away from home for hours at a time.

How do I get started?

Quick and easy! Just click here and fill out the brief form and click “submit.” That’s it! We’ll get an email letting us know you’ve registered, then we’ll get in touch with you to answer any questions and get your free meet and greet scheduled.