FAQs

Answers to Frequently Asked Questions

What types of animals do you pet sit?

We sit for a wide variety of pets: dogs, cats, birds, rodents, reptiles, fish, etc.

Are you insured and bonded?

All pet sitters representing The Sit Squad have gone through a criminal background check and are insured and bonded for your safety and peace of mind. We are insured through Business Insurers of the Carolinas.

How do you ensure the quality of your pet sitters and dog walkers?

We run criminal background checks on all of our pet sitters and require they have liability and bonding insurance. All of our pet sitters have a passion for animals and have some type of experience handling and caring for pets. You will be able to personally interview our pet sitters and dog walkers before your service begins.

How do I know if your pet sitter or dog walker actually shows up and cares for my pet as promised?

The Sit Squad uses responsible pet sitters and dog walkers. You should feel very comfortable with the sitter caring for your pets. Your sitter leaves a visit log, informing you of your pet’s behavior and activity or you may prefer a text or email update after each visit. Feel free to discuss with the sitter whatever makes you most at ease while you’re away.

When do I give a key to my pet sitter or dog walker?

We require two sets of working keys from every client. Keys are to be given to us at the time of the consultation. One set of keys is for the pet sitter/dog walked for the visits and the other set is to be held in the office for emergencies, lockouts, or in case your keys should stop working or break in the lock. If you do not have two sets of keys ready at the consultation, you may either mail them or we can set a time to come back to pick them up for a $20 fee. We do not have a location for any in-person pick-ups or drop-offs.

Do I have to meet you before service?

Yes. We provide a free consultation after you’ve completed the necessary registration process. You’ll need to have two working house keys available for the sitter at the time of the meeting so they’re prepared to handle the first scheduled visit.

What happens at the free consultation/get acquainted meeting?

We’ll get to meet your pets, go over all of your instructions, tour the areas of your home you want us to access, and answer all of your questions. It is important to have 1 tested copy of your key available to us.

How far in advance do I need to book?

The more notice the better, especially around the holidays and during the summer months. Two weeks in advance is usually sufficient. We realize and understand that emergencies happen, so please call us regardless of the notice and we will do our best to accommodate you.

What happens if I need to cancel or reschedule?

 

Non-Holiday Cancellations

For early returns and cancellations of non-holiday service, a 24-hour notice is required or the client will be charged the rate of one visit. After cancellation fees, any remaining balance will be applied to future services. The balance will remain on the account for one year after the first scheduled date of the cancelled appointment. After one year, if the service credit has not been used, it will become unavailable for services and non-refundable.

 Holiday Cancellations

A 7 day notice is required for any cancellations that include or are within 3 days of these following major holidays: Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas and New Year’s Day. For holiday cancellations with less than a 7 day notice, 50% of the payment will be non-refundable. The other 50% of the payment will be applied as a service credit for one year from the appointment start date. After one year, if the service credit has not been used, it will be unavailable for services and non-refundable.
What happens if I will be delayed in returning home?
It is very important that you contact us immediately if you will be arriving home late from your trip. Please note there will be a charge for extra visits and a qualified back up sitter may respond to complete the visits if your primary pet sitter is not available.

Why do I have to call The Sit Squad when I return home?

We will continue to visit your pet until we have confirmation that you have returned home. We don’t want to assume that you arrived home in case your trip was delayed, cancelled or you had an emergency.

Will you charge me for visits if I come home early?

For early returns, a 24-hour notice is required or the client will be charged the rate of one visit. After cancellation fees, any remaining balance will be applied to future services. The balance will remain on the account for one year after the first scheduled date of the cancelled appointment. After one year, if the service credit has not been used, it will become unavailable for services and non-refundable.

How long is each visit and at what time?

Our standard visits are 30 minutes and they are made within a time frame discussed at the initial consultation. We also offer 45 & 60 minute pet sitting visits for an additional charge.
When caring for clients with dogs when their family is away, we recommend 3 pet sitting visits a day for their safety and comfort. When caring for clients cats when their family is away, we require a minimum of once daily visits.

Do you pet sit outdoor cats?

Yes, but because of the risk and uncertainty involved, you will be asked to sign a waiver releasing The Sit Squad from liability if the cat should be injured or become missing.

Will you visit my pet every other day?

No, we require at least 2 visits per day for dogs and at least one visit per day for cats. We do not skip days.
Will you provide updates on how my pet is doing while I am away? Can we contact you while we are away?
You can ask your sitter to leave notes, text or email you. Feel free to instruct your pet sitter to send you an email or voice mail on whatever frequency makes you most comfortable. Your peace of mind is important to us. You’ll also have your sitter’s cell phone number to call with any updates or concerns. You are always welcome to contact us during normal business hours to check in on your pets.
Can I have a family member that lives close by also pet sit while I am away?
Unfortunately no, we do not want to be liable for the time periods covered by someone else. There are too many things that can go wrong, such as problems with over-feeding, unlocked doors, lost keys, missed feedings, etc.

What happens if my pet becomes ill or injured while I am away?

We will make every effort to contact you and receive your instructions. However, in the case of an emergency, we will not hesitate to take a pet to the veterinarian. The Sit Squad is not responsible for costs incurred from veterinary visits. Additional time spent transporting the pet and providing extra care is billed to you upon your return.

What if there is an emergency in my home, unrelated to my pet?

We will attempt to contact you first so you’re aware of the situation. Then you can instruct us with how you want us to proceed. If we don’t reach you, we will contact your emergency contact for instruction and/or we’ll handle the situation to the best of our ability.

Do you offer boarding?

No, we’re not a kennel or boarding facility. We only provide pet sitting services in your home where your pet can remain comfortable in their own environment.

What happens if the pet food runs out while I am away?

We do not allow any pet in our care to go without food. If we run out of food, an extra fee (in addition to the cost of the food) will be added to your bill.

Do you keep client information/key/alarm codes confidential?

Client confidentiality is very important. We do not share client information. Also, all keys are labeled with your pet’s name only, so they cannot be traced to your residence if found or stolen.

How do I get started with The Sit Squad?

Please email us or give us a call.  We will work out your needs and set up the initial consultation.

How do I go about paying for my pet sitting or dog walking?

We will provide you with an invoice that will have payment instructions. We ask that you either pay us via PayPal or mail a check payable to The Sit Squad to the mailing address on your invoice PRIOR to departure.

Do you take “last- minute” reservations?

Yes, if you are a current client, your sitter is available and we already have your key. We will make every effort to accommodate last minute NEW clients, depending on the time and resources available. Additional charges may apply.

Do you administer medication to pets?

Yes, we administer pills, ointments, drops and certain injections as long as it’s a process you have been doing yourself and your pet is cooperative. We will not administer medication to any difficult animals that pose a danger to the sitter.

Can I hire my pet sitter or dog walker directly?

No! Although our pet sitters are independent contractors with their own business, they are contractually prohibited from soliciting or accepting employment directly from Sit Squad clients. Please do not put the pet sitters or dog walkers in the uncomfortable position of offering them employment apart from Sit Squad.

Will I always have the same pet sitter or dog walker?

We will try to ensure that you have the same pet sitter so that they can build a relationship with you and your pets. There will be occasions when your sitter might have schedule conflicts, be sick or on vacation. In that event we would do our best to introduce you to an alternate sitter prior to any pet sitting or dog walking services. If an introduction is not feasible we can set up a practice sit/walk for the alternate sitter to join your primary sitter where your pet (s) is introduced to the alternate sitter and they are shown the typical process.
Alternatively, with your permission, we can send the alternate sitter with your detailed profile and key to the visits without meeting you and your pet(s) first if you feel your pet(s) would be comfortable with the sitter coming into your home not having met them before.

What if my property or pet is damaged while I am away?

Sit Squad agrees to provide the services as stated in our service agreement in a reliable, caring and trustworthy manner. We are only liable for claims arising from negligence or willful misconduct on the part of The Sit Squad. Animals are unpredictable and we cannot accept responsibility for related mishaps (bites, furniture, damage, spills, pet stains, etc.). In addition, if your pet has access to the outdoors, we are NOT responsible for injury, disappearance or fines.

What happens if my pet gets out of the yard?

Please make sure that all pets wear identification tags at all times while under our care. You should also make certain that your backyard and gates are secured while you are away. The pet sitter will be diligent about checking gates upon arrival. If your pet happens to escape we will contact the necessary agency to alert them of your pet’s disappearance and we will contact you immediately.

May I offer a gratuity to my pet sitter or dog walker?

Yes! Although tips are not required, they are always appreciated. If you would like to tip your sitter, please write the amount intended as a tip and the sitter’s name on the memo line of your check. You may also leave cash with a note designating the money as a tip on your counter upon leaving.

Do I have to have another consultation every time I leave town?

Once you’ve met your primary sitter they’ll keep your keys so they’re ready for your next trip. Any time you need to schedule services, just log on as an existing customer from the home page of our website. If for some reason your usual sitter is not available for your request, then we’ll provide a backup sitter.

What happens if my pet dies while I’m away?

In this unfortunate event, we would attempt to contact you immediately. If we’re unable to reach you, then we’ll have your pet’s body preserved with your veterinarian until you are reached or you return.