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Frequently Asked Questions

ABOUT PAULA’S PET SITTING

    • Click on the “Book Now” button at the top of each page of the Paula’s Pet Sitting Website.  This sends a message to our Office Manager who will help you get registered.  OR:
    • Call our Office Manager at 989-513-7937.  She will be happy to answer any questions you may have about our services. When you are ready, she will email you the link to register on our Pet Sitting Software called “Time To Pet”.
    • After you are registered our Office Manager will schedule a “Meet and Greet” at your home so that you can meet your Pet Care Team.  
    • From now all all you need to do to schedule a visit is to request it through our APP.
    • We ONLY hire dedicated Pet Care Professionals.  We work with Pet Care Providers who have practical experience in the pet care field and view their time with Paula’s Pet Sitting as a career choice, not a stop on the way to another job.
    • We have a screening process which includes a face-to-face interview, followed by reference checks, followed by a complete criminal history and background check. All sitters are then hired on a trial basis until we have followed up with enough clients to ensure that they are an excellent fit for Paula’s Pet Sitting.
    • All our workers are covered by Liability Insurance and Bonding through “Kennel Pro”.
    • We do pre-employment drug screening and random drug testing of our workers.
    • We offer training on a regular basis and encourage our sitters to share concerns with our team so that we can spot problems or address issues as they come up.  All of our Pet Care Providers have completed training through “FetchFind”, which is an online training program for Pet Professionals.  Some of the courses completed are:  “Safe Handling Procedures”, “Calming Signals”, “Nose To Tail Check”, “Body Language Basics” and “Equipment 101”.  This training is ongoing, with new courses introduced each month.
    • We care for animals 7 days a week, 7 am to 9 pm.
    • Our business hours are Monday through Friday, 8 a.m. to 5 p.m. for scheduling and registration questions.
    • Prospective clients may call 989-513-7937 during these hours to speak with our office manager regarding our offered services.
    • For clients with pets actively in our care, please communicate with us via the “Time To Pet” software in the “Conversation” tab.  By communicating in “Time To Pet” we create a permanent record of care requests and all assigned caregivers can see this conversation.

QUESTIONS ABOUT OUR SERVICES:

    • Click on the “Book Now” button at the top of each page of the Paula’s Pet Sitting Website.  This sends a message to our Office Manager who will help you get registered.  OR:
    • Call our Office Manager at 989-513-7937.  She will be happy to answer any questions you may have about our services. When you are ready, she will email you the link to register on our Pet Sitting Software called “Time To Pet”.
    • After you are registered our Office Manager will schedule a “Meet and Greet” at your home so that you can meet your Pet Care Team.  
    • From now all all you need to do to schedule a visit is to request it through your computer or our APP.
  • Holiday Policy:  Holiday services incur a $5 surcharge.  

    • Easter: Friday through Sunday of the holiday weekend
    • Memorial Day: Friday through Monday of the holiday weekend
    • Fourth of July:  July 3rd and 4th
    • Labor Day:  Friday through Monday of the holiday weekend
    • Thanksgiving:  Thursday through Sunday of the holiday weekend
    • Christmas: December 24th and 25th
    • New Years: December 31st and January 1st
    • Payments for services may be made by credit card through our emailed invoice. 
    • Clients may also pay by check.  Write the check out to “Paula’s Pet Sitting, LLC” to the address on your invoice. 
    • Please do not leave payments “on the counter” for the pet sitter.

     

  • Mid Day Dog Walks: 24 hours notice per service (for those that use our services on a weekly continuous basis).  For weekend or Monday services you must cancel prior to 5 p.m. on Friday.

    Definition of a Mid Day Dog Walk: If you have the same schedule week after week such as Monday through Friday dog walks (or another example “Feed dinner every Mon-Wed-Fri at 5 pm) then you are considered a “Daily”.

    Vacation Services: 72 hours notice (this includes all services in that invoice).

    Definition of a Vacation visit: 1) If you are physically out of town for business or pleasure. 2) If you randomly schedule visits here and there when needed or have no set schedule, even if you are present in the area.

    Overnight Care: 7 days notice (this includes all services in that invoice).

    Holidays:  Once you have booked holiday services, you must pay within 24 hours in order to hold your spot. We will not issue any refunds for cancellations (this includes all services in that invoice).  If you have not prepaid this service, you will still owe that amount.

    * We do not issue refunds for any payments, but will credit your account to be used for future services if you cancel with proper notice (detailed above).

    * We will issue a full credit for cancelled services (in that invoice) if you have a death in your immediate family (Spouse, Domestic Partner, children or Parents only) and you no longer need our services.

    How to request, cancel or change a service request:

    • Go to your account in Time to Pet.
    • Click on “Schedule” tab at the top of Time To Pet.
    • Click on the red button “Cancel/Change Services”.
    • To make changes to an existing reservation please use the text box to describe in as much detail as possible the changes you would like.
    • Yes, you may schedule appointments on the same day that you need service, however your request is subject to availability in the Pet Care Provider’s schedule.
    • If you schedule after business hours (5 p.m. or later) the day before you need service or if you schedule on the same day you need service, we add a 25% surcharge to our regular fee.
    • If you schedule a Monday service after 5 p.m. on Friday you will be charged the 25% surcharge.  You must request them through the Time To Pet software – NOT text, phone call or email.
    • We will do our best to schedule you with your regular Pet Care Provider.  It is assumed that you agree for us to schedule your pet with the back-up provider in the event that your regular Provider is not available.  We will never schedule a visit with a Provider that is not familiar with your home and pet.
    • NO!  For the safety of your pets all scheduling must be done by the client online or by calling the office.
    • Paula’s Pet Sitting will not be held liable for visits scheduled without the offices knowledge.
    • YES!  We encourage you to feel free to schedule any time it is convenient for you.  
    • Be sure to look over the final schedule before you leave on vacation as you may change your travel plans, but forget to update your pet sitting plans.
    • Take advantage of the conversation tab in your Time To Pet account.  Amy (our Office Manager) and all of your pet care providers will see these notes, ensuring the BEST care for your pets!
    • A “Meet and Greet” is our first visit to your home.  This is where you will show us where necessary items are located, give us TWO keys to enter your home, show us how to work your security system (if applicable), and most importantly: We will MEET YOUR PETS!!  
    • We always assign a “Team” of Pet Care Providers to your pets; sometimes up to 3 people!   The Care Providers split up their work week and are always there to back each other up in case they have a personal emergency or illness.  As a third level of back-up care, Paula or Amy can always complete a visit.
    • It is not always necessary for the pet owner to meet the “back-up” provider, but we can arrange a meeting upon request.  We will always let you know if we are training a new Care Provider for your pet.
  • You do not have to have a pet to book an overnight house sitter.  If you would like the added security of someone living in your home while you are away we can help you with that!

  • We have discontinued boarding in our homes.  We feel that the happiest and safest place for your pet is in YOUR home and we work very hard to make In-Hope Pet Care with Paula’s Pet Sitting the best service in all of Midland!

  • The safest and most efficient method for our Pet Sitters to enter your home is by using a lockbox.

    1. You may lease a lockbox from Paula’s Pet Sitting for $10 (subject to price change & availability). This charge will be added to your first invoice.  We will provide this lockbox at the M&G. At the M&G we need you to have 2 keys ready for us. One key will go back to the key safe in our office. The other key stays in the lockbox at your home as long as you are a client. We still do require that you provide a back-up key for our key safe.
    2. The other option, and in my opinion the very best option, is for you to purchase a wall-mounted key lockbox that is anchored/screwed onto the outside of your home or bolted onto a fence near the front of your house. We especially like the wall mounted ones because they are not subject to getting iced over in the winter and can be securely mounted to the doorframe of your garage door.    It is your responsibility to ensure that a key is always available in the wall mounted key lockbox. If you change the combination, you must inform us of that change so that we can update your profile. We still require that you have a backup key available for us at the Meet and Greet, which will go back to our office keysafe. You can find wall mount lock boxes online at Amazon and at most local hardware stores.

    Apartments:

    We will provide a secure “Over the Door Hanger” for the lockbox.  The cost to lease both is $12. We ask clients who live in apartments to hang it from the top of their front door prior to scheduled visits and feel free to bring in the lockbox at the conclusion of our visits.

    *** If our Pet Sitters are not able to open the lockbox that you provide (or if the key is missing), there is an additional $10 to pick up the back-up key from our office.

QUESTIONS ABOUT PET CARE: 

    • Click on the “Book Now” button at the top of each page of the Paula’s Pet Sitting Website.  This sends a message to our Office Manager who will help you get registered.  OR:
    • Call our Office Manager at 989-513-7937.  She will be happy to answer any questions you may have about our services. When you are ready, she will email you the link to register on our Pet Sitting Software called “Time To Pet”.
    • After you are registered our Office Manager will schedule a “Meet and Greet” at your home so that you can meet your Pet Care Team.  
    • From now all all you need to do to schedule a visit is to request it through our APP.
    • Please contact your Veterinarian’s office and ask them how they want to handle emergency treatment in the event that their pet is under the care of Paula’s Pet Sitting.  They may ask you to fill out a special form or ask for prepayment instructions.  All of the local Veterinarians are familiar with Paula’s Pet Sitting.
    • If we suspect that your pet may be ill we will call the client first and then their emergency contact phone number on file.  
    • If it is determined that the pet should be seen by a veterinarian we will transport them to the vet office for treatment.  
    • If we cannot get ahold of the client or the emergency contact we will call the vet and let the vet determine if the pet should be seen.  
    • You will be billed for the time it takes us to transport your pet to the vet clinic at the rate of $25 per hour (this includes time to transport as well as time in the Vet office).
    • If the pet has aggressively bit someone in the past we cannot provide service. 
    • If a pet is skittish or fearful it may be necessary to socialize the pet with our pet care provider.  If that is the case, then the client needs to be present for socialization visits and pay the normal service fee until socialized.
    • If at any time our pet sitter or pet owner feels that it is unsafe to perform a service, we will reserve the right to discontinue service.  We would never leave your pet without care while you are away, but will take steps to ensure their wellbeing until a better care situation can be found.
    • Our Pet Care Providers  are experienced with administration of oral medications and Insulin injections.
    • Clients are expected to provide whatever is need as the “vehicle” to get the pet to eat the pill, ie: hotdog, cheese, pill pockets etc.