Frequently Asked Questions

About Our Services

What services do you offer?

We offer dog walking and cat sitting.  This does not include overnight care or boarding animals with our team.  If you have a situation that is a little different, contact us. We are happy to discuss options with you or refer you to a company in the area.

Can you give my pet his medication?

Please contact our office to discuss the medication your pet requires.

Note: We do not administer insulin or timed medication. We are limited with the medication we can administer.

Holidays: We do not administer medication on holidays. We would be happy to refer you to our friends in the industry that administer medication.

Do your background checks on your dog walkers/pet sitters?

Yes, we require criminal background checks on all team members and run them throughout the year.

Are you insured and bonded?

Yes, Close to Home Pet Services is insured and bonded.

We are insured by the Insurers of the Carolinas and members of the Pet Sitter International program.

We advice to always make sure your pet sitters are insured and bonded!

Will my pet always have the same walker or sitter?

Our Company policy is to create a team to work together to care for your pets and home. By sharing the responsibility we are able to provide excellent care from happy employees. Also everyone on our team is equally amazing and committed to the health and happiness of your pet.

Cat Sitting Team:  Who care for your feline family members while you are away?  Our team shares the responsibility of caring for your family on the requested dates am/pm 365 days a year. We have ‘cat people’ working on this team and are very proud of them.

Dog Walking Team: They meet and become pack members for your family dog(s). Similar to the Cat Sitting Team our DWT share the responsibility and care for your dogs. We honor your dog’s request of how to introduce and join their pack.

Please ask us for further clarification if needed. Call us anytime. 206 650-2380

Do you work holidays, weekends, and evenings?

Yes! We work 365 days a year for cat sitting.

We work Monday – Friday for midday dog walking. We have limited room for weekend dog walking. Please inquire with about weekend dog walking here. [email protected]

We have special rates, services and hours over the holidays.

We only offer midday dog walks and time frame visits for cat care (8am-8pm, 7-11am or 3-8pm)

Do you provide boarding or daycare services?

We do not, but we are happy to recommend some great places that do.

Do you house sit?

No, but we can refer you to some of our favorite businesses and individuals who do.

Please ALWAYS ask for background checks and proof of insurance.

Can you train my dog?

We do not offer training, but we work with trainers and are happy to refer you.

Wonder dog

My dog is aggressive. Will you be willing to take him on?

Each case–each dog–is different. Give us a call at (206) 650-2380, and we can talk about your unique situation.

You are required to disclose aggression toward humans or a bite history

What animals do you look after?

Cats, dogs, chickens, ducks, goats, reptiles, fish, and birds. Got something we missed?

Give us a call at (206) 650-2380.

What happens when there is bad weather?

SNOW: We are limited with our ability to service in the snow. Please have a back up in place to support care in case of snow. We can help assist you with your back up plan. Please contact us for assistance.

Dog walking with extreme weather- If your dog’s safety or the safety of the walker are at risk we may limit the walks. We will inform you of any situations that may occur. Dog running will not occur in extreme weather.

Extreme Weather: Cat sitting-In the winter months and extreme weather situations we request an emergency backup plan or person (neighbor or someone close by ) you have prepared to assist us with the visit or animal care. If there is a threat of snow we may need to leave an extra supply of food out in case we are delayed in our visit. (This is an extreme case). Please be aware of the weather and freezing pipes or anything we should know about your house and weather issues. Extreme heat may result in shorter walks or limited running. The pet sitter and walker will use their best judgement to keep everyone safe. You will be notified of any irregularities.

Do you charge for cancellations?

A cancellation fee of $15 will be charged for each canceled visit if it is given by Client to Close to Home after 8:00pm Pacific Standard Time the day prior to scheduled service. (This is $15 total, not $15 plus the fee).

Please log into your portal to cancel services.

Holiday cancellations 

Cancellation policy for holiday trips. 100% charge for the specific holiday dates if not cancelled within 14 days prior.

How much does the Meet and Greet cost?

We do charge a $20 fee for an initial Meet and Greet.

If additional meetings with the client are required a $15 charge is applied to each meeting.

Our initial meet n greet may be with one of our team leads. They may not be the person who will be caring for your pet during your trip or dog walks. We have a initial meeting person who assesses your animal and needs then reports back to the team on who will be the best fit. Once we have established we are a good fit for your family and you agree to hire us we then plan the introduction to your animals. We have this model setup in order to cover your requests in the most efficient and healthy way. Our team is vetted, trained and background checked. We are kind, honest good folks and have high standards for the people we allow join our team. We choose our clients and team in order to have the most healthy and successful relationships. We want to know the expectations our clients have so that we know if we can achieve success. If we are not a good fit for each other we are happy to refer other businesses in the area that may be the right fit. That is important to have a healthy business relationship.

If you would like clarification on any of our values, policies or procedures please give us a call or email any time.

Thank you,

Drew

What about keys/access to my home?

Keys can be picked up during the initial Meet and Greet. Or, should you decide no meeting is needed, keys could be dropped off at Pet Elements in West Seattle (PE is not owned by CTH. This is a convenience for our clients intended for a one time key exchange. This will not be a service offered each trip.)
We require two sets of keys for services, to ensure an emergency back up key is available at all times. Following services, keys can kept in our secure office for future visits. If you are unable to leave your keys with CTH then please request a key pick up and drop off at your home. The charge is $15 per exchange.
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Lockbox: If you would prefer a lockbox option at your home, we will provide the lockbox on loan from CTH for $15 charge. Lockbox can be delivered during meeting. You can return the lockbox for any reason and your $15 will be returned to you. The key can be left in the lockbox each trip and returned at the end of the trip. No charge for these key exchanges.

Booking Holidays

When booking the holidays please be aware we have a limited amount of spaces.

On the actual holiday date we only offer one type of service. (Holiday Quickstop $40)

Services: We offer cat sitting and dog walking. We do not offer overnight care in your home,  boarding dogs or pets in our homes or taking care of dogs while owners are out of town.

Holidays include: Memorial day, Fourth of July, Labor Day, Veterans day, Thanksgiving Day and Friday the day after Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, and New Year’s Day.

Holiday Visit – $40 (visit is 15 min or less and limited on what services can be provided. No medication can be administered)

Cancellation policy for holiday trips. 100% charge for the specific holiday dates if not cancelled within 14 days prior.

Payment is due 14 days prior to a holiday trip start date. Once payment is accepted dates are secured.

Space is limited for holiday dates. To secure your spot you must be sure all information online is up to date and complete, we have a key or access, as well as pay your invoice on or before 2 weeks prior to your trip.

We love to provide care in order for you to enjoy your holidays thank you for understanding why there is an increase in price and the cancellation policy. For the folks who work these holidays the cancellation policy in place to ensure they are compensated for the time they dedicated to work over the holidays instead of spend the time with their family.

Non holiday dates: If you cancel your holiday trip within the two weeks the normal cancellation policy is applied to the non holiday dates. For example if you cancel before 8pm the night prior there is no fee, unless it is one of the listed ‘holiday’ dates above.
Please contact us to clarify or explain any policy or procedure. 206 650-2380

We do not administer medications during the holiday dates. We only offer Quick stop visits. Please reach out and talk with us if you have any questions at all.

Can you do every other day visits or skip visits for cat sitting?

Cat Sitting – In order to ensure safety and wellbeing (including risk of illness, becoming trapped, fresh food/water and any feeding/watering devices are functioning correctly), we require daily visits for any cat sitting family.

If an emergency arises we will contact you if a visit is missed or if we are unable to reach your home. This would only occur in extreme weather or state of emergency. We would have an emergency plan in place to ensure your pets are fed and have adequate water and shelter.

Please contact us at [email protected] or 206 650-2380 with any questions or feedback.

Thank you for understanding.

Client Information

Where can I pay my bill?

You can pay your bill by logging into the customer portal at CTH Payments

How do I cancel a walk/visit or schedule a new one?

If you are a client of Close to Home, please log into the customer portal at login. You can cancel or schedule visits, pay your bill, and update your payment information.

When do I pay my bill?

Generally, we accept payment on or before the first day of service. For regular dog walking, we can accept monthly or weekly prepay. If another arrangement needs to be made, please email or call us. For vacation visits, we ask that you pay on or before first day of service. Go to your portal by clicking this link Client Login.

My dog is a client and just starting taking medication. How do I notify my dog walker?

This is important: Please leave us a message in your customer chat feed in your portal. (this can also be accesses by replying to email we have sent from your account)

Go to the customer portal and add the information into your details.

You may also  contact us at (206) 650-2380 or [email protected] if you have any further questions or need more assistance.

That number can be used for texting, but please only in emergency or urgent situations.

What happens after I submit my request for walking or sitting?

Here’s what to expect next.

  1. You will receive an email from us using Time To Pet software with a quote and your customer portal link. (If not, call 206 650-2380)
  2. Log on to your Portal and input your information. (no obligation to set up an account)
  3. Add in your request or ask additional questions
  4. Schedule a meet n Greet with our team. (reply to email or contact us at [email protected])
  5. Meet the team (Have 2 keys ready)
  6. Confirm dates and pay online prior to services.
  7. Receive excellent care for your animals
  8. Log in and sign up for future trip or services
  9. Leave a happiness report (bottom of email on daily reports)  or if we were exceptional leave a  review for us on yelp or Google.

If you have not received your quote or have any questions please call (206) 650-2380.

Do you meet my pet before taking him for a walk?

Please have keys ready at the time of our meeting.  We ask for 2 sets of keys for the home in case of emergencies.  We keep one set in the secured office.  If you only have one set we can make one copy for you for $10 (we will have the locksmith stamped  “do not duplicate” on both copies.) If you are not able to provide two sets of keys please have an emergency backup plan in place in case we need assistance accessing the home. In addition, If you would like us to return your key after your trip there is a $10 return key fee. There is no fee to keep the keys in our secure office.

Payment: Please pay for services on or before the first day of care via our online customer portal. Links and instructions are below. If you are requesting a regular dog walking service we accept payments on a monthly prepay schedule. If you need to make other arrangements please contact our Admin team at [email protected]

Same day requests and cancellations: Same day requests are subject to a $5 charge.  A cancellation fee of $15 will be charged for each cancelled visit if it is given by Client to Close to Home after 8:00pm Pacific Standard Time the day prior to scheduled service.

Extreme Weather: Pet sitting-In the winter months and extreme weather situations we request an emergency backup plan or person (neighbor or someone close by ) you have prepared to assist us with the visit or animal care. If there is a threat of snow we may need to leave an extra supply of food out in case we are delayed in our visit. (This is an extreme case). Please be aware of the weather and freezing pipes or anything we should know about your house and weather issues. Extreme heat may result in shorter walks or limited running. The pet sitter and walker will use their best judgement to keep everyone safe. You will be notified of any irregularities.

Dog walking with extreme weather- If your dog’s safety or the safety of the walker are at risk we may limit the walks. We will inform you of any situations that may occur. Dog running will not occur in extreme weather.

What are your terms and conditions?

Here is all that you agree to by contracting with our team:

CLOSE TO HOME PET SERVICES, LLC

TERMS AND CONDITIONS

THIS AGREEMENT is entered into this day of by and between Close to Home Pet Services, a Washington Limited Liability Company. Here in after “CTH” and hereinafter “Client”.

1. Terms & Conditions/Revocation — This contract summarizes the agreements for services to be provided by CTH for Client for Client’s pet (s). It shall remain in full effect until revoked by either CTH or Client.

2. Scope of Services provided — CTH provides dog walking, dog visits, in your home cat and pet visits, animal taxi services.

3. Charges and fees — CTH Holiday visits are 15 min or less and $40 a visit. Holiday dates are defined below. Non holiday: CTH charges are for one pet, $21 for 15 minute dog walks or pet (cat, dog, fish, etc.) visits, $24 for 20 minute dog walks or pet visits, $27 for half hour walks or visits, $35 for 45 minute walks or visit, $35 for half hour dog running. If client wishes to have more than one pet walked, there will be an additional charge of $5 per pet per walk. There is no additional charge for two or more pets for a pet visit (no leashed walks). Holidays with special rate are defined as Memorial Day, Fourth of July, Labor Day, Veterans day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, New Year’s Day and New Year’s Eve. Any services rendered on holidays as defined above and have a special rate. The services provided on holidays are 15 min or less quickstops at $40 a visit.

In the event Client books a walk/visit after 8pm for the next day, there will be an additional $5 charge per walk/visit. In the event Client wishes CTH to make a trip to pick-up or drop-off a key to accommodate Client’s schedule or wishes, Client will be charged $10.00 to pick up or drop off the key. We store client keys in our secure office free of charge. Each key is labeled with a 3 digit code for additional security. If Client wishes to avoid these charges they may provide CTH with a key, which CTH keeps in their secure office and which keys are coded so that the owner of said key is not identified.

4. Payment Details — CTH requires payment for services on or before the first day of care via our online customer portal with credit card payment. If you are requesting regular dog walking services, we accept auto recurring payments on a monthly prepay schedule. If you need to make other arrangements, please contact [email protected]

You can cancel services or request services online through the portal link. You can find the link on our website www.closetohomepetservices.com or in your email if you are a current client.

5. Cancellation Policy — For scheduled dog walks, Client must cancel the scheduled walk by 8pm the previous day in order to avoid being charged $15 fee. If Client cancels services for pet sitting for any previously requested holiday service (as defined above) less than two weeks in advance, Client shall be charged 100% for the defined holiday dates. Regular cancellation applies for non holiday dates.

6. Weather — CTH requires that clients hiring services in the fall and winter months be prepared with local backup plans. If weather keeps CTH from accessing Client’s home or the roads to your home, please keep us advised of conditions and have emergency back up plan. The regular timed visits may be altered or cancelled altogether. CTH will contact the Client and do everything possible to access Client’s home and to care for Client’s pets.

7. Staff emergency illness — In the event of personal emergency or illness of the assigned pet sitter, Client authorizes CTH to arrange for another qualified person to fulfill pet and/or home sitter responsibilities as set forth in this contract without advance notification to Client. The client will be notified of the changes as soon as possible.

8. Authorization to obtain Veterinary Services —  In the event Client’s animal suffers an injury or illness requiring immediate treatment, CTH is authorized to approve immediate medical and/or emergency treatment (excluding euthanasia) as recommended by a veterinarian. Client agrees to provide CTH with the name and phone number of Client’s veterinarian and to keep CTH advised of any changes. If we can not reach your preferred vet office we will find an alternate care provider.

9. Collars/Identification — All dogs are required to wear a collar with an ID tag during care provided by CTH. We also recommend that your pet(s) be micro chipped and that the information on file is current.

10. Authorization to provide Services — Client authorizes CTH or its agents to perform care and services as outlined in this contract. Client further authorize this contract to be valid approval for future services permitting CTH to accept Client’s reservations for service and to enter Client’s premises without additional signed contracts or written authorizations.

11. Amendments to Contract — An amended must be agreed upon if Client moves, desires services for additional pets, or if Client wishes to update instructions regarding the care of Client’s pet(s) and/or premises. This includes adding medications to the pet care needs without prior consulting CTH. CTH must be informed and services agreed upon when medications are required.

12. Authority to Purchase Required Supplies — In the event that adequate supplies are not accessible and CTH has to purchase supplies, I understand that a full reimbursement will be added to my bill.

13. Warranty: Client warrants to CTH that the pet for which services are to be provided is in good health and capable of exercising in a manner appropriate to the age and the breed of the pet. Client further warrants that to his/her knowledge, their pet is not aggressive towards other animals, children or adults. If there are any precautions necessary to prevent injury to Client, other animals or third parties, Client has so advised CTH and that appropriate written information has been given to CTH.

14. Insured and Bonded — CTH is bonded and insured through the Business Insurers of the Carolinas

PO Box 2536

Chapel Hill,  NC 27515

I have reviewed these Terms and Conditions for accuracy and understand and agree to provisions contained herein.

What do I do if I don’t know my password or lost it?

If you do not yet have a password or you have forgotten your password, please click ‘register’ or ‘forgotten password’ at the customer portal at Client portal Link