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​​​Policies and Procedures

Updated: July 17, 2024

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Booking & Scheduling Policy

 
Client Portal (Time To Pet)

Visit Windows:

  • Morning (6:30 am - 10 am)

  • Late Morning (10 am - 12 pm)

  • Mid-Day (12 pm - 3 pm)

  • Late Afternoon (3 pm - 5 pm)

  • Evening (5 pm - 8 pm)

  • Night (8 pm - 11:30 pm)

 

Flexible Scheduling

  • We aim to arrive within your requested time slot but cannot guarantee exact times due to traffic, weather, and other factors. During inclement weather, we may adjust our schedule to ensure all visits are completed safely.

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Managing Bookings
  • Confirmations are sent via email. Charges are based on actual service time if exceeded.

  • Early Return Home: Use the portal to change or cancel services to avoid fees.

  • Delayed Return Home/Extend Services: Book additional visits via the portal.

  • Last-Minute Requests: Short visits (10-15 minutes) without additional fees.

  • Waitlist: If fully booked, clients are placed on a waitlist or offered alternatives.

Service Notes

  • Add additional details in the portal when booking, such as feeding or medication schedules, expected house services, leasing/concierge hours, door lock issues, package pick-up, trash bin instructions, and any new information or expectations.

Cancellation Policy

  • Day-Before Cancellations: $25 fee if the cancellation request through the Time To Pet portal is made after 10 pm the day before scheduled service(s).

  • Same-Day Cancellations: $50 fee if the cancellation request is made after 6:30 am on the day of service.

  • Overnight Sitting Cancellations: $120 fee if the cancellation request is made less than 72 hours before commencing services.

  • Extended Bookings Cancellations (7+ days): Must be received at least five days in advance, or 30% of the invoice is due. If the cancellation is within 24 hours, 50% of the invoice is due.

  • Cancellation Fee Exemption: Fees waived in extreme weather conditions.​​

Invoice Policy

Invoices

​​The current billing system does not send automatic reminders of invoices, and we have to send them if it's past due manually. Thus, we recommend our clients to:

  1. Pay after receiving the last visit report

  2. Make a personal note to pay by the due date

  3. Prepay invoice

  4. Opt-in to automatic payment with a card on file

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Rates

  • Transparent Pricing: No hidden fees, weekend or late booking fees, or holiday surcharges.

  • Rates are determined by zip code and available on the portal when requesting services.​

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Payment

Through our Time to Pet system, you can upload your credit or debit card to your profile, and payments are automatically submitted if you opt-in to automatic payment. View invoices on your account.

  • Payment Due: Invoices are due three days after service. Late payments incur fees and may lead to refusal of future services.

  • Accepted Payments: Major credit cards, cash, ACH transfers, Venmo, and PayPal. Returned check fee is $20.

  • Monthly Billing: Available after two months of weekly services. See our FAQ page for more details.

  • Tipping: Gratuities accepted in cash, check, or added to the invoice.

  • Credits: No refunds; credits are applied to the next service.

  • Pre-Paid Invoices: Option to pre-pay. Cancellations show as "open payments" for future use.​

  • Late Fees: $25 late fee after the due date, additional fees for continued non-payment, last resort is small claims court.

Monthly Client Discount

  • Enjoy a discount if you use our weekly services, such as dog walking, on a monthly basis. Contact us for more details on savings.​

 

 

Key Handling Policy

Key Management Options:

  • Key on File: Securely store your key at our home office.

  • Home Office Lockboxes: Available for key drop-off and pick-up. Request through the portal.

  • Pick-Up/Drop-Off: Schedule key pick-up for a $20 fee and key drop-off for an additional $20 fee.

  • Digital Code or Own Lockbox: Provide a digital code or use your lockbox (ensure it's securely attached).

  • Concierge Services:

    • Email/update your leasing office before travel to confirm that Steve and Hong have access and authorization to use the key/fob.

    • Key Handling Tips:

      • Request to keep the key/fob until the final visit.

      • Leave an envelope with the key/fob at the concierge/leasing office for pick-up and return.

      • Ask your concierge for scheduled breaks or shift changes to avoid delays.

    • Pros and Cons of Using Concierge Services:

      • Pros: Convenience.

      • Cons: Possible wait times and limited hours during holidays or inclement weather.

    • Alternate Key Arrangements: If concierge delays persist, use home office lockboxes or your lockbox for easy access.

Key Testing

  • Ensure keys are tested and functional. We are not responsible for lockouts due to malfunctioning keys or codes.

Locksmith Services

  • If there's a malfunction with your lock, you authorize us to employ a locksmith and reimburse us for the costs.

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Safety Policy

Minimum Visits (Out of Town)

  • Cats and Kittens: Seen at least once a day. This ensures they receive necessary care, food, and litter box maintenance, and allows us to monitor their health and well-being.

  • Dogs: Recommended three times a day. This ensures they get adequate exercise, bathroom breaks, and social interaction, which are crucial for their physical and mental health.

Handling Anxious Pets

  • We use a gentle approach and provide comfort items for pets with separation anxiety.

 

Emergency Situations

  • Provide emergency contacts. In emergencies, we will seek appropriate medical treatment and notify you immediately. Reimbursement for veterinary fees and related costs is required within 14 days.

 

Inclement Weather

  • Provide backup contacts. We ensure your pet’s safety, possibly bringing them home or finding alternative boarding if road conditions prevent us from reaching your home.

Home Security

  • Always lock doors and windows before leaving. Notify us of any guests or services scheduled during our visit.

Cleaning

  • We clean up pet accidents and notify you of damages. For detailed protocols, visit our FAQ.

Health & Hygiene

  • Provide necessary cleaning supplies such as dish soap, running water, cleansing or disinfecting sprays, paper towels, and disinfecting wipes.

  • We wash our hands with soap and water for at least 20 seconds after handling animals or their living quarters. If unavailable, we use hand sanitizer carried in our car.

Medical Policy

Vet Tech Services

  • Disclaimer: We do not give medical advice or prescribe medications but follow your veterinarian's instructions.

  • Services Provided: At-home care lessons, bladder expression, subcutaneous fluid administration, medication/injection administration, and wound care/bandage change.

  • Additional Fees: An additional $20 fee will apply per visit if both Steve and Hong are required for treatment.

 

Vaccinations and Health Requirements

  • Pets must be current on Rabies vaccinations. DHLPP and Bordetella are highly recommended for dogs. Exceptions are made for pets exempt due to old age or being immune-compromised.

  • Annual exams are recommended for all pets. Geriatric pets should have semi-annual exams.

  • Inform us of any health concerns or treatments needed. Charges for time and pet taxi will be added to your invoice if your pet needs to be taken to the vet.​​​

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Service Policy​

Visit Reports

  • Detailed visit reports including arrival/departure times, GPS tracking, and photos will be provided via the portal.

  • Add partners, family, or friends to receive visit reports via CC Email in the My Info section of Time to Pet.

Phone/Video Chat Appointments​

  • Request via the portal for discussing pet care instructions or home setup changes.

Surveillance

  • Notification of Cameras: Let us know if you have any cameras or surveillance devices in your home. Add this information in the "My Info" section in Time to Pet.

  • Respectful Monitoring: Occasional checks are understandable, but constant monitoring can be distracting.

Policy Updates

  • Stay informed of any updates or changes through our monthly email newsletter.

 

Inactive Clients

  • Accounts inactive for six months will be deactivated. Let us know if you need to extend your account.

Moving Out of Service Area

  • If you move out of our service area, we will provide resources to help you find a local certified professional pet sitter.

Referral Conditions

  • Refer & Receive: Receive a $20 credit for each referral that mentions you and pays their first invoice in full.

  • Due to high demand, we are only accepting new clients in the following Arlington, VA neighborhoods: Ballston/Virginia Square (22203), Clarendon/Courthouse (22201), Rosslyn (22209)

Reviews and Feedback
  • $10 credit for Google, Yelp, or Facebook reviews once verified.

  • Your feedback helps us improve and continue providing top-quality care.

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