Frequently Asked Questions
Scheduling & Appointment Policies
-
All services must be booked in advance via phone, text, email, or our secure client portal.
For your convenience, new clients can contact us here to schedule a Meet & Greet. Existing clients can login here to book services.
As a reminder, services are not considered booked until confirmed by us!
-
Most of our services, like dog walking and pet sitting, are not scheduled at exact times, but can be scheduled within the following time frames:
Morning: 7am-10am
Midday: 10am-1pm
Afternoon: 1pm-4pm
Evening: 4pm-7pm
If you need to request service at a specific time (like pet transport for an appointment, or if your pet needs medication at a certain time), please let us know when requesting services—we will make every effort to accommodate your request!
Need an earlier or later time? For a $10 surcharge, we also offer:
Early Bird Visits: 6am-7am
Night Owl Visits: 7pm-9pm
For overnight visits, your pet sitter will usually arrive around 8-9pm and will stay until 6-7am.
-
Yes! New clients must complete a complimentary Meet & Greet with their pets present before services begin. This is our chance to get to know you and your pets, so we can ensure we are able to provide the best possible care for your pets!
Click here to schedule a Meet & Greet.
-
We recommend booking most services at least 48 hours in advance.
Holidays are our busiest times and require booking at least 2 weeks in advance. However, it’s best to book as soon as possible to secure your spot!
-
Your pet’s safety is #1!
In extreme weather, walks may be shortened or swapped for indoor play. If travel is unsafe, we’ll notify you and either refund, credit, or reschedule as needed.
Payment & Cancellation Policies
-
We accept cash, checks, ACH transfers, or debit/credit cards.
For convenient and secure payment, we recommend adding a credit card or ACH payment details to your client portal account. For membership plans, clients are required to have one of these payment methods on file.
Cash or check payments must be made in person or mailed.
Checks should be made out to Zoomies Pet Services LLC
Returned checks may incur a charge of $35, and unpaid balances must be settled within 7 days.
-
Payment for one-time services are due before the start of service. Invoices must be paid by 5pm the day before service begins to avoid cancellation.
Membership plans and recurring services require a payment method on file and are automatically billed on the 1st of each month. Unfortunately, we are unable to provide refunds for unused services due to mid-month membership cancellations.
-
Standard Services:
Cancellations with less than 48 hours’ notice incur a 50% cancellation fee.
Cancellations with less than 24 hours’ notice are non-refundable.
Overnights, Weekend, and Holiday Bookings:
Cancellations with less than 7 days’ notice incur a 50% cancellation fee.
Cancellations with less than 72 hours’ notice are non-refundable.
We understand that emergencies happen! Cancellation fees are waived for documented emergencies like natural disasters or unexpected hospitalizations.
-
As holidays are our busiest time of the year, holiday bookings incur a $20 surcharge per visit and require a 50% deposit two weeks in advance to secure your spot.
Important note: Holiday fees apply to the day before, the day of, and the day after the following holidays:
Thanksgiving
Easter
Memorial Day
Fourth of July
Labor Day
For the winter holiday period, holiday fees apply to all visits booked from December 24th - January 1st.
-
We’re happy to give one medication per visit at no extra cost.
If your pet needs additional meds, there’s a $5 surcharge per visit. -
You have options!
Provide us with two working keys, or
Use a lockbox - we like this one! Or,
We will provide and setup a lockbox for $10 plus the cost of the lockbox!
For security, we don’t use hide-a-keys and require alarm codes if applicable.
Pet Care Policies
-
Dogs: Rabies & Distemper (DHPP/DAPP) required; Bordetella, Lepto, and Canine Flu recommended.
Cats: Rabies & FVRCP required; FeLV recommended.
-
It depends—each case is evaluated individually. For everyone’s safety, we may decline service if a pet exhibits unsafe behavior.
If pets endanger our staff, we reserve the right to end service immediately with no refunds. We may contact the emergency contact person on file to take over care or, if necessary, we will arrange for the pet to be safely boarded at the client’s expense.
-
To maintain our high standard of care, if you will be going out of town, we require booking a minimum of 2 visits per day for dogs and 1 visit per day for cats. We will ensure that no more than 12 hours go between visits for dogs, and no more than 24 hours between visits for cats.
-
For safety and liability reasons, we kindly ask that Zoomies Pet Services is the sole pet caregiver for the entire duration of your booking.
-
We’ll contact you and your veterinarian immediately. If urgent care is needed and you can't be reached, we'll transport your pet to the vet and ensure they’re safe. You’ll need to provide us with emergency authorization during onboarding, and extra fees may apply for our time and travel.
-
Our overnight stays provide your pets with extra care and companionship while you’re away! A sitter will stay in your home overnight to keep your pets comfortable and stick to their usual routine.
Here’s what’s included:
Evening & morning feeding, potty breaks, playtime, and medication (if needed).
Lots of snuggles, love, and supervision overnight.
Basic home care like bringing in mail, watering plants, and adjusting lights.
How does it work?
You provide a place to sleep, like a bed or comfortable couch — we recommend wherever your pet is used to sleeping!
Our sitters bring their own food and drinks, but may need to use your fridge and microwave to store and prepare food.
For privacy, we kindly ask that there are no cameras in the sleeping area or bathroom.
Check out our blog post here for more tips to prepare for a smooth and stress-free overnight stay!