Frequently Asked Questions: Your Pet Care Concerns Answered

Yes! All of our pet professionals go through an extensive federal background check process.

Of course! We are insured through PCI (Pet Care Insurance). Ask about what our insurance covers in your meet & greet! Full insurance, and bonding information available upon request.

We work together as a team! We always send one of our managers to your New Client Consultation and they will introduce your pets to any of our team members who will be caring for your pets. You may request additional consultations as needed for the price of our 30 minute drop-in visits. 

Petcare Deluxe LLC does not keep client keys. Clients must provide a reliable way for our team to access their property for scheduled visits. Common access options include garage codes, keypad door codes, or a lockbox containing a key. Clients may supply their own lockbox or purchase one through us.

We strongly recommend having two methods of entry whenever possible (for example, a code plus a lockbox) in case of power outages, dead batteries, or technical issues.

Apartment & Secured Building Access
For apartments or buildings with secured or keypad entry, clients may choose one or more of the following access options:

• Unlock the building door remotely via a mobile app or call box system

• Request that the apartment complex add Petcare Deluxe LLC to the building directory for staff access

• Place a lockbox on the apartment door handle with the apartment key inside

• Arrange for the front desk or leasing office to hold a client’s key or fob

If access is managed by a front desk or leasing office, Petcare Deluxe LLC can provide a current staff list to ensure authorized access for scheduled visits.

Clients are responsible for confirming that all access arrangements are active, functional, and available prior to each scheduled service.

We operate on a two hour window for most visits to account for traffic, weather, last minute requests, and other things that come up throughout our day. This means that if Time to Pet shows your visit scheduled at noon, we will arrive sometime between 11am and 1pm. All mid day visits will be between 10:30am-1:30pm We will guarantee a tighter window for pets with medical needs such as diabetic pets who get insulin.

Petcare Deluxe® LLC stands out because we hire experienced pet professionals—many from the vet, grooming, and doggy daycare industries—and provide ongoing monthly training. We cover a large service area, offering flexibility if you move, and operate as a team to ensure that no matter what, your scheduled visits are always covered.

Holiday rates apply on major holidays. On these dates, all services are billed at the regular base rate plus a 30% holiday fee.

The holiday fee helps cover increased staffing needs and ensures we can continue providing reliable care during high-demand times.

Any visits scheduled on designated holidays will automatically include this additional fee.

Yes. We do service clients who are home, as well as homes where family members or friends are present during scheduled visits.

Our team will still complete the visit as scheduled; however, when someone is home, the focus of the visit will be on completing the essential care requested (such as potty breaks, walks, feedings, or medications) rather than extended in-home interaction or playtime.

If inclement weather is present, outdoor portions of the visit (such as walks or yard time) may be shortened for safety reasons, while still ensuring your pet’s basic needs are met.

All clients are required to have a card on file. Services are completed on a weekly billing cycle, running Monday through Sunday.

Each Sunday at 10:00 PM, the card on file is automatically charged for all visits that were scheduled and completed during that week.

As a courtesy, an email reminder is sent the day before billing so clients are aware of the upcoming charge.

This automatic billing system helps keep scheduling and payments consistent and allows us to focus on providing reliable care for your pets.

We understand that plans can change. Our cancellation policy is as follows:

• More than 24 hours before the scheduled service appointment: No cancellation fee

• Within 6 hours of the scheduled service appointment: 50% cancellation fee

• Within 2 hours of the scheduled service appointment: 100% cancellation fee

This policy helps us fairly compensate our team for last-minute schedule changes and maintain reliable service for all clients.

If a client requests services on the same day the request is submitted, an additional $5 same-day fee will be added to the standard rate of that visit.

Same-day requests are not guaranteed and are subject to staff availability. We strongly recommend scheduling visits in advance to ensure availability and consistent service.

For clients traveling or going out of town, we recommend providing at least two weeks’ notice. The more advance notice you give, the better we’re able to ensure all requested visits can be fully covered.

Once you are onboarded, visit requests are submitted through our scheduling app for easy planning and tracking.

For clients who use our services on a weekly, recurring basis, we ask that any changes or additional visit requests for the upcoming week be submitted by Saturday, so we can properly staff and schedule visits for the following Monday–Sunday cycle.

No — there is no minimum visit requirement. You may use our services whenever you need us.

That said, clients who use our services on a frequent, ongoing basis are eligible for discounted visit rates. The more visits scheduled each week, the greater the discount applied.

This allows us to reward consistency while still offering flexibility for clients whose needs vary from week to week.

Yes. We can coordinate visits around times when friends, family, or others are not available, as long as schedules are communicated in advance.

Please note that if anyone else (including but not limited to friends, family members, neighbors, contractors, or other service providers) has access to the client’s home during the time of scheduled visits, Petcare Deluxe LLC does not assume liability for any incidents, damage, theft, loss, injury, or issues that may occur in or around the home.

The client understands and agrees that Petcare Deluxe LLC’s responsibility and insurance coverage apply only to the actions of our staff during the scheduled visit. Any incidents that occur when others also have access to the property fall outside of Petcare Deluxe LLC’s liability.