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Our Policies
Less Stress, More Purrs 🐾
We want every part of your experience with us to be smooth, clear, and centered on your peace of mind and the well‑being of your furry family. Please take a moment to review how we operate so you always know what to expect.
🧾 How Our Invoice & Payment Process Works
We want things to be simple, clear, and stress-free, just like our pet care.
Step 1: You Submit a Request
Once you submit a visit request through our client portal, we’ll review it and approve it based on availability.
Step 2: We Send Your Invoice
After approval, you’ll receive an invoice to review. This is your chance to double-check dates, times, and services before making a payment.
Step 3: You Pay Securely Online
If everything looks good, you can pay easily and securely right through the portal.
💳 Prefer Hands-Off? Ask About Auto-Pay
If you’d rather set it and forget it, we offer Auto-Pay as an option.
Here’s how it works:
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You submit your visit request as usual
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We approve it and send your invoice
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You have 24 hours to review it
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If no changes are needed, payment is automatically processed
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If you spot something that needs adjusting, just let us know—we’ll pause the charge and fix it
And if a charge ever goes through in error? We’ll reverse it right away. Your trust means everything to us.
If you’d like Auto-Pay enabled on your account, just let us know.
⏳Invoice Due Dates
Pre-Paid Discounted Packages
Package invoices are due upon receipt in order to lock in discounted pricing.
Non-Holiday Invoices
Full payment is due 30 days before your first visit. If payment is not received by that date, services may be removed from the schedule.
Holiday Invoices
Full payment is due 60 days before your first visit during a holiday period. After that deadline, services may be removed and offered to a waitlisted client.
A $10 Holiday Fee is applied per visit during major travel dates.
🗓️ Cancellations and Credits
Because we reserve sitter time just for you, we do not overbook. That means last-minute cancellations often cannot be refilled. Here's how we handle them:
Packaged Visits
Package credits never expire. If you cancel a visit with enough notice, it will be credited back to your package.
Single (Non-Package) Visits
Credit must be used within one year of the cancellation date.
Non-Holiday Bookings
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More than 2 days’ notice: 100% credit
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Within 2 days: No credit
Holiday Bookings
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More than 14 days’ notice: 100% credit
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Within 14 days: No credit
Holiday periods include major travel times aligned with the Marion County Schools Calendar such as Spring Break, Easter, Memorial Day Weekend, July 4th, Thanksgiving week, Winter Break, and New Year's.
🔄Rescheduling and Admin Fees
We are happy to help when changes come up, but last-minute requests require additional behind-the-scenes coordination for our team.
Last-Minute Booking or Same-Day Changes:
Requests made within 24 hours of a visit, including new bookings or same-day schedule changes, may incur a $25 administrative fee.
This fee helps cover the extra time involved in adjusting sitter schedules, communication, and logistics on short notice. We always recommend submitting requests as early as possible whenever you can.
💌Service Agreement
Your full service agreement is available anytime inside your client portal. We believe in clear communication and want you to always feel confident about what’s included in your care.