Zoomies Pet Services operates on a time block schedule. This means that, when booking your service, you have the option to choose one (or more) of the following time frames:

• Morning: 7am - 10am

• Midday: 10am - 1pm

• Afternoon: 1pm - 4pm

• Evening: 4pm - 7pm

We are generally unable to guarantee specific arrival times. However, if your requested service is time-sensitive (e.g., medication that needs administered at a specific time), please let us know when booking! We’ll do our best to accommodate you and your pet’s needs.

For overnight visits, your pet sitter will usually arrive around 8pm and depart around 6am.

We accept the following access methods:

• Lockbox: Our preferred method. You may provide your own lockbox or request that we provide a lockbox for you (to keep!) at the Meet & Greet for a $35 fee. If you prefer to purchase your own, they can be found at many hardware, home goods, and retail stores.

• Two Working Keys: We require two keys so that one can be kept as a backup. Keys can be provided at the Meet & Greet. If you are unable to provide two working copies at that time, we can pick them up at your home prior to services for a $15 fee.

We ask that you ensure all access instructions are kept up to date in your client profile. It’s the client’s responsibility to verify that the access method works prior to service. If we are unable to access your home during a scheduled visit due to incorrect or missing instructions, the visit will be canceled and billed in full. In the event that we are unable to access your home for pet care while you are out of town, and your emergency contact is unable to gain access, we may obtain the services of a locksmith at your expense to ensure the wellbeing of your pet(s).

Keeping Keys on File: We encourage you to keep your keys on file with us for future services. All keys are labeled with non-identifying codes and stored in a locked, hidden safe in our office with restricted access. If you prefer not to keep your keys on file, no problem! We can securely destroy keys at your request or return them by setting up a time to meet at a public location, mailing them to you ($5 handling fee applies), or returning them to your home for a $15 delivery fee. We do not return keys until you have confirmed that you have returned home.

At Zoomies Pet Services, your pet’s safety is our top priority. If your pet becomes ill or injured during a visit, we will make every effort to contact you right away. If we are unable to reach you, we will contact your listed emergency contact.

Our staff is trained in pet first aid and can administer basic first aid for minor issues. If urgent care is needed and your preferred veterinarian is available, we will transport your pet there. If it's a life-threatening emergency, or your vet is unavailable, we will take your pet to Mountain View Animal Emergency in Hagerstown, MD, our designated emergency veterinary hospital.

Clients are required to:

• Contact their regular and emergency vets in advance to authorize Zoomies to seek care on their behalf

• Keep a credit card on file with those clinics

• Stay available by phone to discuss and authorize care decisions for your pet

• Assume full financial responsibility for all veterinary expenses

Please note: While we always prioritize the health and safety of pets in our care, emergency vet trips may cause significant disruptions in our schedules and services for other clients. Therefore, emergency vet trips are billed at $50/hour for the time we spend transporting and staying with your pet.

Absolutely! We’re experienced with pets who require medications, mobility assistance, or special routines. Please ensure that clear, up-to-date instructions are listed in your client portal, and let us know of any medical or behavioral concerns in advance. One oral or topical medication is included per visit. Additional medications will be subject to fees as outlined above.

To ensure the health and safety of your pets while you're out of town, we require:

• At least two visits per day for dogs, spaced no more than 10–12 hours apart

• At least one visit per day for cats, spaced no more than 24 hours apart

These minimums help ensure your pets get regular meals, bathroom breaks, and wellness checks. For clients who are not going out of town, there is no visit requirement.

We understand that plans may change! Our cancellation policies are designed to protect both your time and ours. Cancellation fees will be applied as follows:

Standard Pet Sitting Services:

• No fee with 48+ hours’ notice

• 50% fee with 24–48 hours’ notice

• 100% fee with less than 24 hours’ notice

Weekend and Overnight Bookings:

• No fee with 7+ days’ notice

• 50% fee with 3–7 days’ notice

• 100% fee with less than 72 hours’ notice

Holiday Bookings:

• No fee with 14+ days’ notice

• 50% fee with 7–14 days’ notice

• 100% fee with less than 7 days’ notice

Approved refunds will be processed in 3-5 business days.

Some cancellations are unavoidable. We may waive cancellation fees in cases of documented emergencies, such as unexpected hospitalizations, family deaths, or natural disasters.

Cancellation/rescheduling requests may be submitted via client portal or by contacting Zoomies directly.

If you return earlier than scheduled, we’re happy to adjust remaining visits — however, the full cost of your originally reserved services still applies.

Please note that all clients going out of town must notify us of their return home, whether early, delayed, or on time.

Overnight visits provide your pets with extended companionship and care in the comfort of their own home while you’re away. Your pet sitter will arrive at your home around 8:00 PM and stay until approximately 6:00 AM the following morning. During this time, your sitter will follow all care instructions, provide bathroom breaks, feed your pets (as needed), administer any required medications, and offer plenty of love and attention.

What you need to provide:

• A clean and comfortable place to sleep (such as a guest room or couch)—we recommend having the pet sitter sleep in the room where your pet normally sleeps! The pet sitter will bring their own bedding.

• Clear instructions for your pet’s overnight care, provided in your client portal

• While optional, we strongly recommend providing your home Wi-Fi access instructions so that, in case of phone service disruptions, the pet sitter can contact you if needed

• Permission to use your microwave and refrigerator for food and drink storage (sitters will bring their own meals/snacks)

Privacy and respect:

• For the comfort and privacy of our staff, no cameras or recording devices may be present in sleeping areas or bathrooms during overnight visits.

Because holidays are our busiest times, we have some special policies for those periods.

Deposit: Holiday bookings require a 50% deposit at least 2 weeks in advance. Please note that holiday periods fill up quickly, and booking as soon as possible is recommended. If our schedule is full, we can put you on a waitlist.

Holiday Cancellation Policies: No fee with 14+ days’ notice; 50% fee with 7-14 days' notice; 100% fee with less than 7 days' notice.

A $25 per day surcharge applies on the following days:

• Easter Weekend (Friday-Sunday)

• Memorial Day Weekend (Saturday-Monday)

• July 3rd-6th

• Labor Day Weekend (Saturday-Monday)

• Thanksgiving Weekend (Thursday-Sunday)

• December 24th-January 1st. 

Clients enrolled in one of our monthly subscription plans are exempt from holiday surcharges.