The Process
Step 1. Set up your Time to Pet account here:
https://www.timetopet.com/portal/zippypetsavl/create-account
This is our pet-sitting software that allows clients to request services, receive visit reports, communicate with our team and much more.
Step 2. Once your account is approved, you can request a free consultation (see below) to meet with one of our pet care professionals to go over important information and to make sure it is a good fit for both sides.
Consultation Visit
The consultation or meet and greet is an opportunity to meet you and your pet(s) to ensure that our services are a good fit, answer questions, and learn all about their routine. Consults are complimentary and usually take anywhere from 30 minutes to an hour. Please be aware that we prefer 48 hours’ notice before the start of new client services to set up a consultation with you and your pet. We cannot guarantee availability for last minute requests.
A consultation is required for all dog owners before services can begin.
Payment Policy
Notice: Beginning May 31, 2023 – All new and existing clients will be enrolled in Auto Pay and invoices will be charged to your stored payment method on the due date. Alternate payment arrangements can still be made if preferred method is not credit card or ACH.
House Sitting / Overnights: Paid in full at the time of booking or 14 days before the service start date.
All other services (drop-in visits / walks / hikes / pet transportation / specialized care): Paid in full at the time of booking or 7 days before the service start date.
Holiday Reservations: For any requests that fall on our holiday date range (see below), payment is due in full at the time of booking.
Note: If payment is not received by the due date, a late fee may be added to your invoice for each week past due or services may be suspended until invoices are paid to date. There will be a $35.00 charge for all returned checks. If a client requests to extend service, the client agrees to pay for additional services at the appropriate rate.
For new clients, we accept the following payment methods: Credit/Debit Card, ACH, Venmo, and Zelle.
What holidays have an extra fee?
Due to the high demand for pet-sitting services during the holiday season, stays that include any of the following dates will be priced at our holiday rate:
Memorial Day – May 24-27, 2024
Independence Day – July 4-7, 2024
Labor Day – Aug 30 – Sept 2, 2024
Thanksgiving – Nov 27 – Dec 1, 2024
Christmas through the New Year – Dec 21, 2024 – Jan 1, 2025
Cancellation Policy
When we book your services, we reserve exclusive time for you and your pets and have likely turned away other clients during this time.
Our cancellation policy applies to the entire invoice amount. This policy is applicable whether the reservation is being changed, cancelled in-part, or cancelled completely.
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Drop-In Visits / Dog Walks / Hikes / Pet Taxi / Specialized Care:
A full credit to your account is available if cancelled more than 7 days before the scheduled service.
If cancelled 3-6 days before the scheduled service a 50% credit is available.
If cancelled within 48 hours of scheduled service, no credit will be issued.
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House Sitting & Overnight Care:
A full credit to your account is available if cancelled more than 14 days before the scheduled service.
If cancelled 8-13 days before the scheduled service a 50% credit is available.
If cancelled within 7 days of scheduled service, no credit will be issued.
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Holiday Reservations:
Holiday reservations must be cancelled 14 days before scheduled service or there will be no credit available.
*Please Note: All refunds will apply as a credit to use toward future services. We do not offer refunds or credits for coming home early.
*Under extreme weather or medical circumstances, the above cancellation policy may be modified at the discretion of Zippy Pets LLC.
Last Minute Pet Sitting Requests
Please request service at least 48 hours in advance before you will need service to begin.
Any pet-sitting request with multiple appointments booked within 24 hours of the service start date will have a $30 last-minute booking fee. Any single dog walking or pet sitting request booked within 24 hours of the service start date will have a $15 last-minute booking fee. Zippy Pets LLC accepts jobs on a first come first served basis so we do our best to accommodate last-minute requests but we cannot guarantee availability.
Special Requests
We do offer additional services such as running errands, picking up pre-paid pet food, supplies, and more to make your pet’s life easier. We understand that pet owners have unique needs, and we are here to assist with these special requests. We bill for these services at our standard pet transportation rate. This rate includes the cost of transportation, time spent, and any associated expenses.
Key Policy / LockBox
We require that clients use a lockbox for easier access and efficiency in not having to worry about a key exchange in the event of an emergency. We need two copies placed in the lockbox: one for the sitter and one for emergencies. Anytime services are requested, simply place two copies of keys inside the lockbox and securely hang it from a designated area. After the visit has ended, a member of our team will place the keys back in the lockbox. Lockboxes can be purchased for a reasonable price on Amazon or we are happy to provide one for $18 which can be added to a future invoice.
Note: Please provide us with updated access codes to gated communities and house alarms.
Emergency Care Policy
Your pet’s health and safety are of the utmost importance to us. In the event of an emergency, we will do the following:
- Contact you or your emergency contact if you are not available.
- Take your pet to the vet of your choice or the nearest one available.
- We will stay with your pet until they are taken into the care of a veterinarian.
IMPORTANT: The Pet Owner is responsible for all costs involved in emergency medical treatment, including emergency transportation which will be billed at our standard pet transportation rate. Zippy Pets shall exercise all reasonable precautions to ensure the safety and wellbeing of your Pet; however, Zippy Pets is not responsible for sickness, injury, escape, loss, accidents, or death of your Pet unless caused through willful misconduct of Zippy Pets.
What are your hours?
Office hours are approximately 9 a.m. – 7 p.m., Monday-Friday. If you happen to submit a request before or after our office hours, we will get back to you as soon as we can.
Our service hours are approximately 7 a.m. – 9 p.m., 7 days a week. We will ask you for a preferred time/range and we will be there as scheduled. There may be some slight variation in arrival time, up to one hour before or after the scheduled time depending upon our daily schedules, traffic or unpredictable circumstances.
Inclement Weather Policy
In the case of an emergency, inclement weather or a natural disaster, we will use reasonable judgment for the care and well-being of your pet(s). We will first contact you or your emergency contact if you are unavailable. Zippy Pets will make reasonable efforts to maintain service during these conditions but reserves the right to adjust the schedule of service based on the sole discretion of the Pet Sitter. Emergency plans are typically discussed at the initial meet and greet or if there is inclement weather in the upcoming forecast. Many pet owners choose to contact their neighbors as a backup in the event of an emergency.
Harness & Leash Policy
To ensure the utmost safety during walks and outings, we require all clients to provide a harness in good condition and a non-retractable leash for their pets. Harnesses offer greater control and reduce the risk of injury compared to traditional collars. Retractable leashes, while seemingly convenient, can pose serious risks such as entanglement, sudden jerks, and lack of control in potentially hazardous situations. As advocates for pet safety, we strongly advise against their use. For your convenience, we offer harnesses and non-retractable leashes for purchase, should you wish to add them to your future invoice.
Please note that while we prioritize the safety of your pets and recommend the use of harnesses and non-retractable leashes for walks, each pet is unique, and individual needs may vary. It’s important to consult with your veterinarian regarding the most suitable equipment for your pet’s specific requirements. We appreciate your understanding!
Do I get to meet my sitter?
One or two of our team members will visit with you at the meet and greet – we will then assign the perfect pet sitter for your pets. One of the benefits of hiring Zippy Pets is that we work as a team which means we have backups available in the event your primary sitter has an emergency. While we assign a primary pet sitter to care for your pets, we may call upon other team members to provide continuity of care. We do our best to keep the same pet sitter assigned to your pets, but rotation of sitters might be necessary due to the length of your vacation or sitter availability.
Can I book services directly with my sitter?
All reservations AND communication must be done through our scheduling software, Time to Pet. Reservations made outside of our system will not be considered valid and you will not be covered by Zippy Pets insurance and bonding.
What areas do you service?
We currently serve North, West, East and South Asheville. This includes Weaverville, Barnardsville, Leicester, Candler, Biltmore Lake, Haw Creek, Arden, Fletcher, Mills River, as well as many others. If you aren’t sure if we service your area, feel free to send us a message!
Do you have a Referral Program?
We do! If you refer a friend or family member, you get a free drop-in visit or walk applied to your account after they complete their first service with us 🙂
