Frequently Asked Questions

Frequently Asked Questions

What are your hours of operation?

We are open 24 hours a day, 7 days a week, 365 days a week. Office hours are officially from 8am – 5pm Monday thru Friday, however, you may reach out to us via email or through your online account and we will get back to you ASAP. If you are in the middle of receiving pet sitting services, your pet sitter will respond to your messages ASAP.

What is the process of hiring you?

1st please fill out a contact form so we can get brief information for what service you will be needing and when. You will then receive a response from us promptly or at least within 24 hours to set up your in-home consult for a meet and greet. We will go over all the details of how the care of your pets should be done. We will also go over proper paperwork, key hand off if necessary, scheduling, and payment. This will also allow you to ask as many questions as you’d like.

What is your payment and cancellation policy?

– Total price is due the same day as booking date to hold dates.

– If you cancel before 1 week of service beginning date, full payment can be credited to future services within 1 year.

– If you cancel within the week, 25% of the total invoice will be kept. The 75% left will be credited to future services within 1 year.

– If you cancel within 24 hours of the service time slot then 100% will be kept.

– Services scheduled the day of or day before service is to begin will include a fee.

– A finance charge of 10% per month will be added to unpaid balances after thirty (30) days.

– A handling fee ($20) will be charged on all returned or bounced checks.

Are there any additional costs involved?

All fees will be discussed in your consult since they may vary depending on your requests. All our prices though are listed for you to see on our website, so there are no secrets here. Most services are priced for 2 pets so if you have additional pets in your home there will be additional fees. Other areas where there may be additional costs is if you request more time, a last-minute service request, if you live outside of the service area, if the service is a late night visit, or if the service lands on a holiday. Please refer to the add-on list on the Rate page for potential fees.

I am worried about giving my keys and access to my home. How am I protected?

We completely understand your concerns as your home is your sanctuary and your pets are your treasures. WE take this business seriously and want to provide a service that can be trusted. We are insured and bonded through Pet Sitter Associates, LLC. and background check all of our team members.

We also want to assure you your keys will be taken care of with the upmost responsibility. We house all client keys in a locked safe when not in use with no personal information attached. If you wish to not use our secure key program we are happy to suggest a lock box for you to hide your keys on your property or use a key code locking system on the door to your home.

What is the payment process?

Once any service is requested and approved you will then be sent an invoice via email. Payment is due the same day of booking and can be made online through your online account via PayPal.

Can I text you for updates on my pets? How can I communicate with you?

We do not offer text updates or communication in that manner. However we use an online client portal system where you can message us as much as you need or desire. These messages will be seen by the team. This portal also allows you to request and cancel services, view and pay invoices, view pet and client details which you can edit as necessary, and more. You can even download the app, Time To Pet, for easy access. All messages that are sent within the portal also are sent to you email.

As for updates during your services, you will recieve an update after each visit is completed which will include a message from your sitter/walker, picture, and any necessary information.

We keep the lines of communication open so you can be sure your pets are cared for just as you requested!

Who can I expect to care for my pets?

Each client is assigned 2 pet sitters that will potentially look in after your pets. This is importnat to us so we can be sure you always have coverage when you request services. You will have the opportunity to meet them during your initial consult and have access to conversate with them in the future in our online client portal.

How long are the visits?

The amount of time will depend on what needs to be done or what you prefer. Typically clients requests 30 – 60 minutes but you can also request as many visits a day as you’d like. Everything is up to you and what you desire for your pets.

What is your service area?

We cover San Dimas, Glendora, Pomona, La Verne, Covina, Montclair, Claremont, and Upland. We are open to other areas but there will likely be a mileage fee. Any address that is 8 miles away from San Dimas will include a mileage fee.

Can I request last minute services?

If you are an existing client, last minute requests are typically doable, however, please take into account holidays or busy seasons. We cannot make any garuntees but we will do everything we can to accomadate your needs.

For NEW clients this may be a little tricky. We need to have enough time to schedule a meet and greet before hand to exchange keys and go over pet care details. So if you are seeking help it is best to get started as soon as possible rather then waiting till the last minute or especially the week of needed services.

Last minute services scheduled within 24 hours will include a fee.

Do you offer dog training services?

We do not offer dog training, however our sister company does! Please click here to this website www.rooteddogtraining.com for all training program details. Fill out a contact form there and you will be contacted within 24 hours.

There you will find programs for puppies to adults that can be done in your home one on one or you can choose to do a board and train program. They offer long lasting results and want you to be truly successful in reaching your goals with your dog and overcome any behavioral issues you may dealing with. There is hope!

The owner of Chloe’s Critter Care is also the owner and head trainer of Rooted Dog Training.