FAQ

Where do we start?

Getting started is simple! New clients begin by booking a required meet & greet through our online scheduling link. This gives us a chance to meet you, your pets, and review routines, care needs, and home access so we can provide the best possible care.

Following the meet & greet, you’ll receive a link to activate your client and pet profile in our online portal, making scheduling, communication, and updates easy and convenient moving forward.

All services are scheduled through the Time to Pet portal. (New clients can click here to set up an account on Time to Pet.)

For ongoing dog walking, scheduling your meet & greet at least one week in advance is ideal.

Vacation care for dogs is offered to pets who are already familiar and comfortable with our team through prior services. We do not provide one-time or first-visit vacation care.

How many visits do you recommend?

To ensure your pets receive proper care, safety, and companionship while you’re away, we do have minimum visit requirements.

Dogs: A minimum of three visits per day is required to support regular potty breaks, exercise, feeding, and social interaction.

Cats: A minimum of one visit per day is required for feeding, litter maintenance, and daily health and wellbeing checks.

Additional visits can always be added based on your pet’s age, routine, or individual needs.

Do I need to provide a key or home access?

Yes. Reliable, independent home access is required for all services. We do not keep physical keys on file, with the exception of certain apartment buildings where access is required.

Clients are asked to provide two methods of home access to ensure uninterrupted care. Examples include a door or garage code, lockbox, or other secure on-property access options.

For scheduling and safety reasons, our team is unable to wait for someone to be home or to provide access at the time of a visit. All access must be available upon arrival.

Having a backup access method helps prevent service disruptions in the event of a technical issue or emergency.

Are you insured and bonded?

Yes. Wags Walks n Whiskers is fully insured and bonded through Business Insurers of the Carolinas.

Our coverage helps protect our clients, their homes, and their pets while services are being provided. Proof of insurance and bonding is available upon request.

What is your reservation/cancellation policy for vacation sitting?

Vacation/Overnight bookings will not be confirmed until a 50% deposit has been submitted. Balance of payment is due on the first day of visits. Any cancellations received with more than seven days notice will have their deposit credited for future services, with 6 months expiration. Any cancellations for vacation bookings with less than 7 days notice will not be eligible for a refund or credit.

Can you accommodate last-minute requests?

We do our best to help when we can, but last-minute requests are subject to availability. Requests made with 48 hours’ notice or less may not always be accommodated, especially during busy periods.

Our services work best with ongoing, templated schedules, which allow us to provide consistent care and dependable coverage. Whenever possible, we encourage setting up recurring walks in advance to ensure availability and routine for your pet.

What is your vacation care reservation and cancellation policy?

A 50% deposit is required to reserve vacation pet care services, with the remaining balance due 48 hours prior to the start of travel.

Cancellations made more than 7 days prior to the scheduled start date will receive the deposit as a service credit, valid for 6 months from the cancellation date.

Cancellations made within 7 days of the scheduled start date are non-refundable and not eligible for credit.

This policy allows us to reserve staffing in advance and provide dependable care during busy travel periods.

Do you offer boarding services?

No. We do not offer boarding services. All care is provided in your home, where pets are most comfortable and able to maintain their normal routines.

In-home care allows us to minimize stress, reduce exposure to unfamiliar environments, and provide personalized attention tailored to your pet’s needs.

Will I receive updates after visits?

Yes! After each visit, you’ll receive a detailed visit update through our online client portal, including notes about your pet’s care, activity, and overall wellbeing, along with photos from every visit.

To keep communication organized and consistent, all non-emergency communication is handled through the client portal. This allows our team to provide timely updates and ensures nothing is missed.