Here you'll find answers to common questions about our pet care services, policies and how we ensure top-quality care for your pets!
Frequently Asked Questions (FAQS)
General Pet Care Services
How does your service differ from Rover or other pet-sitting apps?
Unlike gig-based apps, we are a professional, structured pet care business. Our trained employees provide consistent, safe, and high-quality care with a proven process, rather than independent sitters with varying experience levels.
How do I book Pet Care Services?
New clients must create an account in our Time to Pet client portal and schedule an in-person consultation before their first booking. Returning clients can easily request services through the portal. To create an account in our Time to Pet client portal, submit your full name, address, phone number, pet names and pet types into our "Get In Touch" form on our homepage. Please let us know you would like to have an account created.
How do I prepare for my First Service?
To ensure a smooth experience, please:1.) Complete your pet’s profile in the Time to Pet portal2.) Provide clear home access instructions3.) Inform us of any special care requirements
4.) Provide vaccination documentation
5.) Ensure pets are updated on flea & tick preventative
New Client Onboarding & Consultation
Do I need a consultation before booking services?
Yes, all new clients must schedule a Consultation so we can learn about your pet’s routine and discuss care expectations.
What happens during the consultation?
We’ll cover everything from feeding schedules and medical needs to home access and emergency contacts. This ensures we provide the best care possible.
What pet information do you need?
We need details on:1.) Feeding & medication schedules2.) Temperament & behavioral needs3.) Favorite activities & special care instructions
Policies & Procedures
What is your cancellation policy?
Cancellations must be made at least 24 hours in advance. Late cancellations may be subject to a fee.
Are pets required to be vaccinated?
Yes, all pets must be up to date on rabies and core vaccinations. Core vaccines for cats include FVRCP (feline viral rhinotracheitis, calicivirus, and panleukopenia) and core vaccines for dogs include DHPP (distemper, adenovirus, parainfluenza, parvovirus) and bordetella. Recommended vaccines for rabbits include RHDV (rabbit hemorrhagic disease). We only accept unvaccinated pets on a case-by-case basis and only if they have a valid rabies exemption certificate from a vet.
How do you handle home access and key storage
For security and reliability, we require all clients to provide a physical key for home access — even if your home has an electronic keypad. This ensures that our sitters can enter in case of power outages or keypad malfunctions.
We do not allow clients to leave keys in unsecured locations such as under doormats, inside planters, or hidden near doors. Instead, we require one of the following options:
- Provide us with a copy of your house key.- Use a secure lockbox and share the access code with us.
Keys turned in to Anna’s Pet Care are labeled with a randomly assigned ID number that does not include any identifying information about your home. This number is recorded and tracked in our secure client database through Time to Pet. During active service, your sitter checks the key out through our system. When services are not active, the key is returned to our office and securely stored in a lockbox.
Your safety and your pet’s well-being are our top priorities.
Can you administer medication to my pet?
Yes! We administer oral, topical, and injectable medications (including insulin) at no additional charge. We also administer inhalers.
How do you ensure pet safety?
Safety is our top priority! We use:
1.) Secure leashes & harnesses
2.) Strict home access protocols
3.) Emergency preparedness procedures
4.) Pet first aid kits on hand
Pricing & Payment
What are your rates?
Our rates vary based on the service type, duration and number of pets to be cared for. Please visit our Services & Pricing page for pricing details.
Do you require payment upfront?
Yes, payment is required before services begin. We accept credit/debit cards and online payments through Time to Pet or in person during your consultation. Payments made online through our Time to Pet portal are subject to a 5% processing fee. To avoid this fee, clients may pay their assigned sitter directly using cash, credit or debit cards.
Do you offer discounts or referral programs?
Yes! Earn $20 off for every successful referral. We also offer seasonal promotions.
Communication & Updates
How will I receive pet updates?
You’ll get real-time updates, photos, and visit reports via the Time to Pet app. We recommend downloading the Time to Pet app for the best and most timely service and communications!
What if I need a last-Minute booking?
We’ll try to accommodate last-minute requests, but urgent bookings may have an additional fee. Last-minute bookings should be made via phone to ensure the request is processed in time.
What happens if my sitter is unavailable?
We have a trained backup sitter on the team, so your pet will always receive care!
Specialized Care
Do you care for senior pets or those with special needs?
Absolutely! We have experience caring for senior pets, pets with medical conditions, and those requiring extra attention.
Do you work with pets that have anxiety or behavioral issues?
Yes, but full disclosure is required. For safety, we may not accept pets with severe aggression. It’s important to note that we are pet care providers, not trainers. We work with pets that are already trained and socialized, ensuring they are comfortable and safe in our care. Additionally, we are Fear Free certified, meaning we do not endorse or use any handling techniques that would exacerbate an animal’s fear, anxiety, or stress. For severe aggression or handling techniques outside of our practice we recommend you work with a specialized trainer who can provide the care you need.
Do you offer extra services like calming treats, massages, pet taxis, or Waste Management?
Yes! At Anna’s Pet Care, we offer a variety of specialty services designed to support your pet’s health, happiness, and your peace of mind. Let us know if you'd like to add any of these to your service package - we're happy to tailor visits to your needs!
- Calming Treat & Mini Massage Add-On – Available for dogs during walks, drop-in visits or overnights, these services include a vet-approved calming treat and/or a soothing 10-minute massage to help your pup relax and unwind.
- Pet Taxi & Adventure Hikes – We provide safe and reliable pet transportation, whether it's a one-way or round-trip ride to the groomer, vet, daycare, or other destinations. For vet appointments, we can stay with your pet during the visit and take notes to report back to you. Looking for something fun instead? We also offer adventure hikes for active dogs who need extra exercise and enrichment beyond a neighborhood walk.
- Waste Management Services – For dog owners, we offer poop scooping services to keep your yard clean and odor-free. We offer two levels of litter box care for cat owners:• Routine Scooping Visits to keep your litter box clean and fresh on a regular basis• Deep Cleaning Service, which includes emptying the litter, scrubbing the box with pet-safe disinfectant, and refilling it with fresh litter you provide
- Pet Taxi & Adventure Hikes – We provide safe and reliable pet transportation, whether it's a one-way or round-trip ride to the groomer, vet, daycare, or other destinations. For vet appointments, we can stay with your pet during the visit and take notes to report back to you. Looking for something fun instead? We also offer adventure hikes for active dogs who need extra exercise and enrichment beyond a neighborhood walk.
- Waste Management Services – For dog owners, we offer poop scooping services to keep your yard clean and odor-free. We offer two levels of litter box care for cat owners:• Routine Scooping Visits to keep your litter box clean and fresh on a regular basis• Deep Cleaning Service, which includes emptying the litter, scrubbing the box with pet-safe disinfectant, and refilling it with fresh litter you provide
Do you care for rabbits or other small animals?
Yes, we do! At Anna’s Pet Care, we proudly provide compassionate care for rabbits, reptiles, and other small animals. For rabbits, we take extra precautions to reduce the risk of disease transmission by removing our shoes at the door. We require a minimum of two visits per day to ensure your rabbit’s needs are consistently met. Litter boxes are cleaned using a gentle water and vinegar solution only—never harsh chemicals. We do require that all rabbits be established with a veterinarian prior to booking.
We also care for reptiles and are happy to follow detailed care instructions to help keep your scaly companions safe and healthy while you’re away.
Emergencies
What happens in a pet emergency?
We immediately contact you and follow emergency protocols, including vet transportation if necessary.
Are you insured?
Yes, we are fully insured for your pet’s safety and your peace of mind.
What training do you have?
Our staff is pet CPR and First Aid certified. We are also Fear Free Certified Pet Sitters. We received our rabbit care training from New Beginnings Rabbit Rescue. We do ongoing safety and Fear Free training in our regular team meetings and one-to-ones.