Q: I just submitted a new client request through your website. What happens next?
A: Once we receive your request, someone from our team will contact you to ask a few additional questions and ensure we’re a good fit for your needs.
 

Q: I’ve already spoken with someone and provided my email address. What’s the next step?
A: You’ll receive an email with an activation link to create your client account. Once activated, you’ll need to fill out all your information and save it in the system.
 

Q: I am a returning client. How do I book services? 
A: Existing clients can contact us directly from their Time To Pet portal. All other pet owners can reach us filling out the "contact us" form below, or via phone during business hours.  Please allow up to 48 hours for a response or call back to any correspondence.
 

Q: Do you provide grooming services?
A: No, WNC Pet Care specializes in pet sitting and dog walking only. While we can assist with basic care tasks like nail trims or ear cleaning for a small additional fee, we do not offer professional grooming services.

 

Q: Is WNC Pet Care a veterinary clinic, boarding facility or doggy daycare?
A: No, WNC Pet Care specializes in pet sitting and dog walking services at our client's home. However, many of our pet sitters have advanced skills and experience, allowing us to provide specialized care such as administering injections, subcutaneous fluids and other medications for cooperative pets only, for a small additional fee. 

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Q: What if I don’t have my pet’s vaccination records ready, but their vaccines are up to date?
A: No worries! As long as you sign the release allowing our team to contact your veterinarian, we’ll handle retrieving the records for you.
 

Q: My cat does not go outside. Does she still need up-to-date vaccines?
A: Yes! All pets under our care are required to have their core vaccines updated to minimize the spread of cotagious illness between households.  If your veterinarian has elected that your pet should not get vaccinated, please provide a letter with their signature. We will waive the requirement to enable the booking feature back on. 

Q: What do I need to prepare before my first service?
A: You’ll need to provide a lockbox unless your door has a digital keypad. Additionally, we’ll need a copy of your house key to keep in our safe for emergencies (e.g., dead keypad batteries or frozen lockbox).

Q: How do we arrange the meet and greet?
A: Once your profile is complete, our customer service expert, Katerina, will contact you to coordinate a meet and greet. During this meeting, we’ll review your pet’s routine, locate their supplies, and build a relationship with them.

Q: When is my reservation confirmed?
A: Your reservation will only be confirmed after the meet and greet. A 20% deposit will be processed once we have your verbal confirmation.

Q: What can I expect during my reservation?
A: During your reservation, you’ll receive detailed visit reports that include pictures, a checklist, a GPS map, time stamps, and personalized notes from your assigned pet sitter.

Q: What is included in your rates?
A: Our rates cover a wide range of services, including feeding, refreshing water bowls, litter box maintenance, indoor plant care, mail retrieval, and our comprehensive visit reports. These reports include photos, personalized notes, a checklist, and time stamps, ensuring you stay connected and informed during every visit!

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Q: Do you care for animals other than dogs and cats?
A: Yes! In addition to dogs and cats, we care for chickens, birds, reptiles, pigs, goats, and other farm animals. If you have a pet not listed, feel free to contact us to see if we can accommodate your needs.

Q: Will my pet have the same sitter for every visit?
A: To ensure consistent and uninterrupted care, visits are shared among our team. While we can’t assign a single sitter per household, our system ensures seamless communication and continuity of care.

Q: How do I communicate with my pet sitter?
A: We use the Time To Pet app for all communication. Download the free app (blue icon) to view visit reports and message your sitter directly. There are two chat sections in the app:

• Private Chat: Only visible to our administrative team.

• Regular Chat: Use this for direct communication with your assigned pet sitter on the day of their visit.

Q: What happens if I need to cancel a standard pet sitting or dog walking service?
A:

• If you cancel at least 24 hours before the scheduled service, you will receive a full refund or credit toward future services.

• If you cancel less than 24 hours before the scheduled service, a cancellation fee of 50% of the service cost will apply.

Q: What if I need to cancel an overnight or extended care service?
A:

• Cancellations made at least 7 days before the first day of service will receive a full refund or credit.

• Cancellations made less than 7 days prior to the first day of service will incur a cancellation fee equal to 50% of the total booking cost.

• Cancellations made less than 48 hours before the first day of service will be charged in full.

 

Q: What are the cancellation policies for holiday services or peak travel dates?
A:

• Cancellations made at least 14 days before the first day of service will receive a full refund or credit.

• Cancellations made less than 14 days before the first day of service will incur a cancellation fee equal to 50% of the total booking cost.

• Cancellations made less than 72 hours before the first day of service will be charged in full.

Q: How will refunds or credits be processed?
A: Credits are typically processed within 1-2 business days of your cancellation request. Credits are redeemable towards future services for up to 2 years after the credit has been issued. Refunds are offered for clients who are not expecting to use our services in the foreseen future.  Expect 7-10 days for processing. A 3% processing fee will be deducted to from any refunds. 
 

Q: What if I need to cancel due to an emergency or unforeseen circumstances?
A: We understand that emergencies happen. Please contact us directly, and we will review your situation on a case-by-case basis.
 

Q: What is your privacy policy? 
A: Please follow this link for more information.

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