FAQ & Policies

Have Some Questions? No problem!

The best thing you can do before hiring a pet care provider is ask questions and research until you find the provider you feel will give your pets the care they deserve and makes you feel the most comfortable. To help you get a jump-start on your research, you will find the questions we are continually asked below. If you have additional questions, please do not hesitate to call or E-mail Us, so that we can set up a FREE Meet & Greet to answer all your questions in person

How do I get Started with TLP?

The first thing you need to do is contact us to schedual a Meet & Greet and to let us know your travel dates, when you will need visits and discuss service needs. We will return all calls and emails within 24 hours. 

What is a pet sitter?

A Pet Sitter is a pet care professional that is hired to come to your home to take care of your pets. All of our employees are Pet CPR / First Aid Certified, Insured and Bonded, and continually expanding their knowledge to assure our clients get the best care possible. 

What pets do you care for?

We care for all domestic pets, including but not limited too, dogs, cats, birds, fish, guinea pigs, rabbits, mice, reptiles, chinchillas, even worms. 

I had a bad experience with my last pet sitter, will TLP provide better service?

We have heard this question time and again. The answer is, we earned our reputation as the most respected locally owned pet sitting 
company by providing diamond level customer service one client at a time. We go the extra mile to hire the best pet sitters, provide industry leading scheduling software and provide the care your pets deserve so you can go guilt free. We have maintained a five-star (5 *****) rating on Google & Facebook. We have kept our reputation and clients not because we are perfect, but because we love our pet clients and if our service was not right we make it right.

During your free consultation, the client provides the sitter with two sets of keys. One set will be for TLP (sitter) and the other will be kept securely in our office for emergency purposes. The additional set of keys ensures your pet receives uninterrupted care in the event the sitter is locked out of your home. If you live in a gated community please provide us with a key pass to enter and exit your building.

​​How do you access my house?

Do you service outside of your service location?

Yes, We will service Smiths Station, Midland, Ft. Mitchell, Cataula, and other surrounding areas. However, pricing will be different then normal rates depending on the area you live in. 

You must decide what is right for you and your pets. For inside dogs, we do recommend two visits per day and we provide as many as five visits per day. Most people request three visits each day. It really depends on your pet’s needs and your comfort level. 

​How many visits a day do I need for my pets?

All of our prices have been adjusted to include care for one pet, and we have an additional pet fee. TLP never charges extra for administering medications, registration fees, weekend visits, or house sitting tasks. Our initial Meet & Greet is always FREE! These factors make our prices the most competitive in the area.

How many pets are included in your base prices?

Why is your service better than an independent pet sitter?

Most independent pet sitters do not offer the reliability, coverage or security you get when hiring a professional pet sitting company. With TLP, you are getting a professional company, excellent customer service, a team of experienced sitters, and peace of mind that we are insured and bonded.

Can you administer medications?

Yes. We can administer oral medications, thyroid creams and ointments. all are employees are Pet CPR/First Aid Certified.

Our goal is to have a primary sitter for each client. It’s important for the sitter to develop the relationship with our clients as well as a bond with their pets. However, if there is an emergency or your primary sitter is booked, we will send a backup sitter in their place. We are always more than happy to set up another Free Meet & Greet Visit with the back-up sitter.

Will the same pet sitter come to my home for all visits?

A well-exercised dog is a happy dog and is, therefore, less likely to display destructive behavior in your home. Also, providing a stimulating break during the day can help reduce separation anxiety and provide a much-needed potty break. If you are gone most of the day that means your pet is home all alone, a mid-day walk provides that much-needed attention when you are away.

What is the importance of
mid-day dog walks?

No. We provide individual attention and care to each of our clients pets.

Do you offer pack walks?

We’re like the postman, rain or shine, sleet or snow, we’ll be there. We will not walk if there is a torrential downpour, hail or dangerous lightning. We don’t want to put your dog or our walkers at risk. We also have to take into consideration how your dog feels about walking in the rain. Some absolutely love it; others would rather stay indoors.

What do you do if it's raining?

Are you insured & Bonded?

Yes, we are insured & Bonded through the Business Insurers of the Carolinas in Chapel Hill, NC.

Do you accommodate last-minute reservations?

Yes, we strive to meet our client’s needs when they need us and try to schedule sitters for last-minute bookings.
Last Minute Request Fees:
Same Day: $20
Next Day: $15

An additional holiday charge of $10.00 will apply for all visits made on the following holidays: New Year's Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Do you charge a holiday fee?

What if the sitter runs out of supplies while im away?

We prefer that our clients leave enough pet supplies (i.e. food, litter, treats, cleaning supplies), but we don't mind running to the store. Additional charge for cost, time, and travel will be applied. 

How will I know if TLP actually showed up?

We only hire responsible pet professionals. We are EXTREMELY picky about who works for TLP. To help our sitters do their job properly, we use industry leading scheduling software that shows visit start and end times; it also uses GPS to track and display walk and taxi services. Once the visit is completed the sitter sends and update including photos to an activity feed in the Time To Pet portal for you to review.

Treat our service as you would any other service. Pet sitters are thrilled to receive monetary appreciation for a superior effort. Some clients tip only at Christmas, some a few dollars each visit, some give gifts or just do nice things for the pet sitter. Nothing is ever expected, but it is certainly appreciated.

Should I tip my sitter?

TLP accepts all major credit cards and debit cards, Cash, and Checks (Made out To Tender Love & Pet Care, LLC). We do all of our invoicing & card payments through Square. If you are paying cash or check, an invoice will be sent and marked paid once cash or check is received. All payments are due on the first day of service, if we have not received payment by the second day of service we will send a reminder, if payment is still not received services will be discontinued. Clients may request changes and extensions to their scheduled services, and a new invoice will be sent.


How am I billed?

All pet sitting & overnight services are confirmed in advance and a deposit of 50% is required to reserve your dates, with the remaining balance due before services begin. If client cancels services and full payment has already been received, a credit of 50% of the amount paid will be applied to future services. Deposits are


Deposit Policy:

We do not issue refunds. We do, however, offer CREDITS, if you have already paid your service in full prior to cancellation.

Cancellations for services must be made at least 24 hours prior to pet care services. Less than 24 hours notice the client may be charged in full for the canceled service. We understand that occasionally thing come up and services may need to be cancelled. In these cases there will be no charge if you let us know by 7am. If you cancel visits more than 3 days in advance, other than holidays, there is no cancellation charge.

No refunds for “early returns” on vacations, please understand that we may have turned clients away. 

We realizes that sometimes things happen, and plans need to be changed. However, once we've blocked off time for your pet, chances are we've had to turn away other clients. We try to be fair when it comes to these policies.

What is your cancellation policy?

What if there is an emergency and my pet requires medical attention?

In the event of pet illness or other medical emergency and specified vet is unavailable, the pet will be taken to closest vet or Emergency Care Hospital.