faq

You can contact us by email at cs@scalestailsandpaws.com, call us at 614-348-9859, by clicking the get started button or by filling out the new client form on our Contact page. Please include your full name, type of service requested, dates needed and the best way to reach you.

The Meet & Greet is required prior to scheduling any new clients. We will typically schedule two pet sitters to come to your home for an initial interview- to meet your pet, become familiar with your home/routine, and discuss all important information about your pet’s needs. We ask that all meet & greets be scheduled at least one week in advance of starting services. The initial meet & greet is at no charge when services are booked and paid for at this meeting, otherwise a $25 administration fee is charged. During this time, all paperwork and policies will be reviewed. It is important that you fill out the My Info & Pets section in full in the client portal.

Time to Pet is our client management system. It allows you to add information about your home, your pets, their routine, schedule services, communicate with your sitters, the admin team, get live updates on your pets, schedule services, pay invoices and more! We know there can be a bit of a learning curve and Time to Pet has a great knowledge base with many of your "how do I do that" questions. To reach the knowledge base, simply go to www,help.timetopet.com/collection/149-client-application As always, feel free to contact us with any questions as well

Each household is different so times will vary, this is something we discuss in detail at the Meet & Greet. Typically, Scales Tails & Paws will not do less than 3 visits per day for homes with dogs or less than once per 24 hour period for cats. We apologize but we are unable to accommodate requests for every other day cat visits.

We assign two pet care professionals to every reservation to ensure your pets are cared for according to their prearranged visit schedule and to ensure that each pet care professional is not working more than an eight hour day. We strive to assign the same two pet care professionals to your pet for each reservation but cannot guarantee it. Please understand that our pet care professional are not super heroes. They are people too! They get sick, have emergencies, need days off, and go on vacation. There will be times when we send replacement pet care professionals to your home without advance notice. We have a team of 6 pet care professionals and anyone of them may visit your pet(s) at any given time. They are all covered under our company bonding & insurance and they are trained, introduced & informed on how to care for each one of our “fuzzy friends”

Scales Tails & Paws reserves the right to limit time outside in extreme or inclement weather. This includes severe thunderstorm in the immediate area, wind chills below 10 degrees, temperatures above 95 degrees or extremely icy conditions. Our goal is to keep your pets health, comfort and safety in mind. We will never force a pet to be in a situation that is harmful or can cause emotional trauma.

All payments are due in advance, in full before services start. We accept MC, Visa, Discover and American Express. If payment by check or cash is needed, please contact the office to set up arrangements. All clients will need to have a current credit card on file starting January 1st, 2020. All scheduled services will have their cards run 48 hours before service are scheduled to start. In Your Home Overnights Overnight care is one of our most popular services and they book up quickly as we are limited on being able to accept overnight reservations. If you need to cancel overnight care, 50% of the total invoice for scheduled pet care is due unless cancelled more than 90 days in advance. For all overnights cancelled within the 30 day period or any overnights scheduled during the listed holiday periods, payment in full will be charged. All pet sitting/out of town visits We require at least one week in advance scheduling of when you will need service. There is a late booking administrative fee of $35.00 for pet sitting services booked with less than 5 day notice. We love our furry friends but we need to be kind to our sitters as well. We do understand emergencies happen and all clients will have one late booking fee waived per year in case of emergency. Services scheduled with less than a 5 day notice may not be able to be fufilled or your window of time preference may need to be adjusted. For mid dog walking visits We know that some times our bosses throw curve balls into our lives with scheduling changes. That said, our amazing team most weeks does not know their final daily schedule until some times as late as the morning of and it makes planning days off very difficult. We hate to say no to those adorable little ones who we see each week but in doing that, we have inadvertently been overwhelming our sitters who want to do everything in their power to give as much love and play time to everyone they can! Our most popular requested time for walks is between 11am-1pm and while we do everything in our power to honor those time frames, some times visits end up getting moved around with added on visits to help our sitters manage their time the most effective way possible without figuring out how to clone them (boy do I wish we could do that, I would never have to interview again, lol)! Going forward, ALL clients who need mid day walks will need to have the upcoming week walking days into us no later than 3pm the Friday before. There is a $15.00 charge for all visits scheduled with less than a 48 hour notice. Our sitters do their very best to give 100% to each and every furry friend, however when we have several visits that are added on in short notice, the office and sitters often have to scramble to change personal plans, change their driving routes or adjust times for visits. We want to be able to get to all of our fur friends out on their adventures without having to wait past their requested time. While we do understand that last minute requests are sometimes unavoidable and in some cases understandable, we plan our days in advance to best accommodate our already scheduled clients and late notice requests may not be able to be accommodated in the time frame requested. We also understand that some times, life just happens. We will waive the late visit charge once per quarter for all working mid day clients.

We realize sometimes things happen, and plans need to be changed. However, once we have blocked off time for your pet, chances are we have had to turn away other clients. We tried to be fair when it comes to these policies. Out of town visits/pet sitting Less than 24 hours notice: 100% of total invoice for scheduled pet care is due 1-2 Days: 75% of the total invoice for scheduled pet care is due 3-4 Days: 50% of the total invoice for scheduled pet care is due 5-6 Days: 25% of the total invoice for scheduled pet care is due 7 or more days: No charge In Your Home Overnights Overnight care is one of our most popular services and they book up quickly as we are limited on being able to accept overnight reservations. We do require a 50% nonrefundable deposit to reserve overnight services. We do require a minimum of 30 days notice on all overnight cancelations. For all overnights canceled inside the 30 day period or any overnights scheduled during the listed holiday periods, payment in full will be charged. * Mid Day walking clients, notice of cancellation is required by 9am the day of scheduled services. Any cancellations out of town visits- excluding overnight care- prior to a major holiday; i.e.: Christmas, New Years, Easter, Memorial Day, July 4th, Labor Day and Thanksgiving with less than a fourteen day notice will result in 50% of the total invoice for scheduled pet care to be paid. If less than one week notice is provided, payment is due in full for the time originally agreed upon. We request your understanding that Holiday travel is a peak service time for pet care. We love our human families (almost) as much as our fur friends and want all of our amazing sitters to be able to spend at least a couple hours of each holiday with their loved ones. We apologize, but we are unable to refund or credit for late departures or early returns on pet sitting visits.