Questions and Answers

Frequently Asked Questions

Q: How can I trust you are honest and will provide the services you promise?​
A: We guarantee 100% customer satisfaction. If we do not do what we promise, we will provide a full refund for our services. We also use a pet sitting app that shows our GPS coordinates, our time at your visit and a diary of all of our visit and delivery including potty and feeding behavior, our pet and house duties, photos of your pets and written documentation of how we spent our time. We are fully transparent in our delivery of services, in real time.

Q: How do your services work?
A: We service Lexington, Kentucky with In-Home pet sitting, daily dog walks and custom cat & chicken care.  We visit our Client's home and follow their routines to maximize pet happiness and maintain their routines and the routines of the home.  Every house is customized to the specifications of each Client, based on their instructions and guidelines. 

Q: Do you medicate my pets if needed during your visit?
A: Yes, we administer medication.  When medicating pets, we need to know dosage, times to administer and any precautions or tips on how your pet receives and reacts to the process and medicine itself.  We cannot provide services to pets who hide or become aggressive. 

Q: Do you stay overnight?
A: For established clients only.

Q:  How do I know you completed your visits?
A:  We are GPS tracked and send a visit report card that documents the visit from start to finish at the completion of each visit. 

Q: How does it work with keys?
A: We are a keyless company, which means our Clients secure a key onsite that never leaves the property.  Most Clients secure the key in a real estate lockbox. Lockboxes remain with the client, and the key is always in their possession. This allows for emergency bookings, trip delays and last minute situations. 

Q: Do you charge extra for walks with my dogs?
A: No.  Rates are based on time, and its a flat rate. Rates are not based on duty or exercise.  All services are included in the flat rate and are determined by each client.  The rate is the same for someone with 1 pet or 6 pets, and we do not charge to exercise, medicate, walk, or provide house duties. 

Q: Do you charge extra for multiple animals?
A: No.  We charge based on time, not per animal.

Q: Can I contact you while I'm away to check on my pets?
A: Yes, within the Time To Pet app there is a messaging feature where clients can communicate directly with our sitters and send us an immediate notification to contact you or resolve a concern or question, or followup. 

Q: Do you take credit/debit cards?
A: Yes.  We send an invoice with a link to pay by bank transfer, debit card, or credit card.

Q: How early can you come to visit? how late can you come to visit?
A: Visits are Daily between 7:00 a.m. - 9:00 p.m.  Last visits of the day are scheduled at 8:30pm. 

Q: Why do I need to complete a consultation?
A: It allows us to develop a relationship with you and your pets.  We want to see routines, familiarize ourselves with pet behaviors,  locate all the essentials needed, and obtain a key for entry while you are away.  During the consultation, we also complete a pet profile so future reservations are consistent and seamless. We reserve the right to deny service if a situation is not safe for our sitters, which includes indoor smoking. 

Q: Are All Critter sitters insured and bonded?
A: Yes.  All Critter Sitters of Lexington Pet Sitters are insured and bonded.  Please check out our Pet Sitter biographies on each Critter Sitter. Each sitter undergoes a full criminal background check before employment.  We have all employees, no Independent Contractors.

Q: How many times a day will you visit?
A: Each Client decides how many visits are needed per day.  Visit schedules are customized to each clients' pet or home routines.  When clients schedule visits based on their normal routine, it provides a less stressful transition.  

Q: Do you have any breed restrictions?
A: No.  We do not service territorially aggressive animals that have been known to attack or bite visitors to their home. We love all breeds and do not discriminate. 

Q: Do my pets need to be vaccinated?
A:  Yes, unless there is a medical reason not to vaccinate. 

Q: I just moved to town and don't have a Veterinarian.  Do I need to have a Veterinarian before you will provide services?
A: We understand picking the right Veterinarian is a process.  When you find the right Vet for your family, notify us so we can update your records.  We use your current Veterinarian information for Emergencies.