Payment & Cancellation Policies
Policies are outlined by service type to ensure clarity, consistency, and the highest standard of care for every pet and client.
Recurring Weekly Visits, As Needed Visits & Single Day Services
Payment Policy
Payment is due by the invoice due date, prior to the start of service.
Cancellation Policy
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24–48 hours notice: 50% of scheduled services
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Less than 24 hours notice: 100% of scheduled services
Vacation, Travel & Holiday Care
Payment Policy
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A 50% deposit is required at time of booking to reserve all service dates
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The remaining balance is due 7 days prior to the start of services
Cancellation Policy
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8–14 days prior to service: 25% of scheduled services
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2–7 days prior to service: 50% of scheduled services
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Less than 48 hours prior to service: 100% of scheduled services
Early Return/ Schedule Changes Policy
If travel plans change after service has begun, the following policy applies to any remaining visits canceled from the reservation. Fees are based on the amount of notice provided prior to the first canceled visit.
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More than 48 hours notice: 50% of remaining services
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Less than 48 hours notice: 100% of remaining services
Scheduling Policies
Arrival Windows
Visits are requested within a 2-hour arrival window. Arrival times may vary due to route logistics, traffic conditions, weather, pet care needs, and other unforeseen circumstances.
Preferred Arrival Time
Clients may request a preferred arrival time or arrival window by including it in the Notes section of their service request within the Time To Pet Client Portal.
Preferred times and arrival windows are not guaranteed. Requests for exact arrival times or reduced arrival windows are subject to availability and may incur additional fees.
After-Hours Service
Standard service hours are 7:00 AM–7:00 PM daily.
Visits requested outside of standard service hours may be available by request and are subject to availability and an after-hours fee of $7 per visit.
Short-Notice Booking
To accommodate schedule adjustments and route modifications, the following fees apply to services requested on short notice:
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24–48 hours' notice: +$10 per visit
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Less than 24 hours' notice: +$15 per visit
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Same-day requests: +$20 per visit
All scheduling requests are subject to availability and are not confirmed until approved through the Time To Pet Client Portal.
Billing & Account Policies
Accepted Forms of Payment
Credit Card, Zelle & Venmo
Billing & Scheduling
All scheduling requests, service updates, invoices, and payments are managed through the Time To Pet Client Portal.
Late Payment
Invoices unpaid by the invoice due date may incur a $25 late fee. Accounts with outstanding balances may have future or current services paused until payment is recieved in full.
Account Credits
When applicable, reimbursements for canceled services are issued as account credits and may be applied toward future services.
Account Credits are:
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Non-refundable
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Not redeemable for cash
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Valid for 12 months from the date issued
Important Note
Care time is reserved specifically for your pet(s). Clients are responsible for services canceled within the applicable cancellation window, regardless of payment timing.
Questions?
If you have any questions about these policies, please feel free to reach out. We’re happy to clarify anything and ensure your services are fully aligned with your needs.