top of page

Frequently

Asked

Questions

Don't worry... we got you.

Call us to answer any questions not addressed here or for clarification. We will also go over everything at your free meet & greet. 

How do I set up a free meet & greet?

Connect with us here or call Jeanetta at 310-853-2184 to check availability. After a short introduction call she will email you an activation link to our app Time To Pet and you can enter your address and basic pet info. We will meet you outside your place on neutral turf and start with a short walk to see how they do on leash. Then we will head inside to go over access, after-walk care, feeding, and sleeping arrangements if it's an overnight. 

How do I book services?

After the meet and greet, log into your client portal through Time To Pet, and finish completing your account. Once you have added your credit card you can easily request services as needed. We can also set up a repeat schedule template if you would like the same days/times scheduled week-to-week. 

By downloading the app and logging into Time To Pet you can:

  • Book, change, and cancel services.

  • View your current schedule.

  • Add and update your own account information.

  • Provide us with details of an emergency contact.

  • Tell us about your pets and their care requirements.

  • Chat with your pet care provider.

  • View all photos, videos and updates of completed services.

  • View time-stamped GPS of each completed visit. 

  • ​View all of your invoices, make payments, and add tips.

Why do you need a 2-hour time window?

As much as we try to arrive at your ideal time we ask that our clients provide us with a two hour time frame for each service so that our staff can fit in all of their walks back to back in the most efficient flow. If you have a puppy, or senior, we will narrow the time frame to one hour. If you need an exact start time, this can be discussed and agreed upon. Thank you for your flexibility, our busiest time is mid-day 12-2pm. 

Can I keep the same walker?

Yes! This is ideal for everyone. That being said, humans get sick and take vacations, and we want you to have 100% coverage. Clients start off with Jeanetta so you will know me and I can act as backup. For requests outside of your normal schedule, for example booking an evening or weekend visit that is outside your primary walkers schedule, we may introduce you to another team member who covers those hours. 

What is your cancellation policy?

WALKS AND VISITS:

100% refund for cancellations or changes of walks and visits with at least 24 hours’ notice.

50% refund for cancellations or changes of walks and visits after 5pm the evening before as the schedule is set and solidified at that time and we have held that time spot for you and won't be able to fill it. 

0% refund same day cancellations or changes of walks and visit.

OVERNIGHTS:

All overnights, once booked, require a 50% non-refundable deposit to hold the dates. The remaining 50% is due last day of service. 

Can I book a same day visit?

Yes! You can call Jeanetta at 310-853-2184 to request a same day walk and visit. We will do our best to accommodate your request. The app will not allow requests after 7pm the evening prior. 

How will you access my home and my pet?

If you have a door code we recommend setting a code just for us.

If you have a traditional door with keys, please set up a lockbox at your home with two copies inside. This not only ensures that your keys stay securely on your premises, but keeps an extra key on location for any last minute emergencies.

If you cannot safely have a lockbox at your location, we will need two sets of all keys, one for your primary walker / caregiver and one for Jeanetta. You can schedule a key return if that is ever needed. 

How do you screen your care givers?

I am extremely selective when hiring team members. I post an add on Indeed and perform a phone interview to narrow potentials down. Then I set up an in-person interview during one of my dog walks so I can see how they interact with the pets (rest assured they are not going into any clients homes, they are meeting me down the street). 3 professional references and a background check are preformed followed by a week of in-person on the job paid training that I call a "ride-along" with me personally. After spending a week together and the potential candidate getting a taste for the position I can tell if they are going to be a good fit for the team and my clients. I take this very seriously as we are in clients homes and responsible for their pets. 

Are your team-members trained professionally?

Our walkers come from all backgrounds within the professional pet care industry including dog trainers, dog walkers, dog daycare handlers, and pet sitters. If they don’t have professional pet care experience upon hiring, then Jeanetta trains them herself. Each pet is unique and each walkers is trained on that pets individual quirks and personality. No team-member is matched with a pet they don't feel comfortable caring for. Remember this is a liability for me, so I am careful about who I work with, employees and clients alike. It has to be a good fit for everyone.  

bottom of page