Service requests should be made at least 48 hours in advance of your first desired visit. We can often accommodate last-minute bookings, but there will be an additional $5 administration fee per visit.

For liability reasons, we will NOT participate in Shared Care engagements. Any service requested where a 3rd party assumes partial responsibility for the care of your pets would be considered Shared Care. (An example of this would be a situation where a neighbor handles the mid-day care of your pets while we provide the morning and nighttime care, or someone spending the night while we provide daytime care.) *Exceptions will be made on a case-by-case basis if there are family members, living in the household, that may be home.

We require at least 3 visits per day for households with dogs. If you have a doggy door, the minimum is 2 visits per day. Households with only cats, exotics, small mammals and/or birds are eligible for 1 visit per day. A minimum of 30-minutes is required on all visits. We will not accept a booking where we feel like there is not enough time to properly complete all tasks.

We do not set exact times for our visits unless your pet requires a time-critical medication (such as insulin). All visits will be scheduled and performed within a 2-hour time block, keeping your preferred time in mind. If you need to schedule a single visit at a specific time, we will try to accommodate those requests.

We do NOT accept handwritten notes for changes to your pet’s care. Please make sure that all of your pet information is correct and up to date in Time to Pet when requesting services. If additional notes are needed, we will only accept notes sent through the conversation, or emailed notes – which will be uploaded into your portal before starting services.

In inclement weather, we will not perform full dog walks. This is for the safety of your pet and the sitter. If your pet will only potty on a leash, we will take them out long enough for them to potty and then we will return inside for playtime (visit times will not be shortened). Please provide towels near the front door if you anticipate that it will be raining during our visits.

We require 2 keys to be provided at the consultation. If you need us to make the copies, there will be a $20 fee + the cost of the keys. Keys to your home must be kept on file with us. We will no longer utilize lock boxes. Even if we will be entering through an automatic garage door, we will need to have a key in case of a power outage. If you would like your key returned to you after the service is complete, we can mail it to you for an additional $10 fee. If you are moving or being deployed out of the area, we will destroy your key.

Please leave ample cleaning supplies, extra paper towels, and trash bags when going away. We do carry a small cleaning and first aid kit in our cars, but our supplies are limited and we prefer to use the cleaners that you and your pets are comfortable with. If we have to purchase supplies to complete your service properly, you will be billed for the items + the appropriate service fee.

If you would like to meet additional sitters on our staff that may care for your pets, please let us know as soon as possible and we will schedule it, free of charge, with that sitter. We cannot always accommodate last-minute requests for meetings.

Always send a message through Time to Pet when you leave and return home. If we can’t get in touch with you, we will continue to care for your pets until we have made contact with you. We will try to contact you through 3 methods – Time to Pet, text, and phone. There will be an additional charge of $10 for any additional, unscheduled visits in addition to the regular service fee. If we arrive for an additional visit and you are home, you will be charged double the regular service fee for the unnecessary trip.

We prohibit the use of cameras or sound recording devices in bathrooms, or primary areas of the home utilized by our staff members during Overnight or Around the Clock Care sits. If Pet Sitter(s) find there are undisclosed cameras in these locations, or during these specific services, we will terminate service immediately. You are welcome to use these devices during any of our other services. At Home Comforts Pet Sitting and Staff do NOT authorize any images or sound to be published.

The main office phone line is open from Monday-Thursday, 4-6 p.m. We are happy to talk anytime, but outside of our office hours, phone calls need to be scheduled.

For questions and updates while you travel, please send us a message through Time to Pet and we will respond as quickly as possible. Sitters will not respond to phone calls or text messages. If you respond outside of your sitter’s scheduled hours, they will reply to them at the start of their next shift. If you have an emergency while traveling, contact the office at (850.774.3840) and send a PRIVATE message to the office through Time to Pet. This line is monitored during all waking hours.

We reserve the right to refuse service to anyone at any time. Additionally, if we feel our safety is in question, we will terminate services and medically board your pet at a location of your choosing.