Care & Scheduling

 

Will the same sitter care for my cat every visit?

We work in pairs — every home is cared for by two assigned sitters, not one. This means your cat always has coverage, even if a sitter is sick, on vacation, or there's an emergency, without any gap in care.

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What time will my sitter arrive each day?

Once your trip is confirmed, we'll give you a three- to four-hour arrival window. All daily visits happen between 10am and 4pm.

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Why do you need my exact departure and return dates and times?

So we can time your very first and very last visit around your actual travel — not showing up while you're still walking out the door, and not showing up after you've already arrived home. The more precise you can be, the better we can match your cat's care to your real schedule.

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What happens if I'm delayed getting home?

Let us know as soon as you know, and we'll continue caring for your cat for as long as needed. We just ask that you confirm once you're actually home, so we know care can stop — if we don't hear from you, we'll check in, and if needed, return for one more visit at the normal rate just to be sure your cat's taken care of.

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Trust, Safety & Policies

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Can a friend or family member stop by while you're caring for my cat?

We ask that no one else enters your home during your service window. This keeps your cat's care consistent and keeps us within the bounds of our insurance coverage, both of which protect you and your cat.

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What's your cancellation policy?

• Same-day cancellations (under 24 hours' notice): full service fee

• Under 4 days' notice: 50% cancellation fee

• Holiday bookings require 7 days' notice, or the full service fee applies
   

I don't want my cat's photo used on social media, is that okay?

Completely understandable, and easy to accommodate. We don't do much with social media these days, but we do keep a simple opt-out form on file for exactly this. Just let us know and we'll send it over.

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Payment

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How do I pay for services?

Through your Time To Pet portal, or via Zelle — whichever's easier for you.

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Home Access — Keys, Fobs & Parking

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Why do you need two keys?

Because two sitters are assigned to your home, each one needs their own key. We also keep one key on file as a backup, so a lost or misplaced key never becomes an emergency.

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How do I get my keys to Whiskers At Home?

Whatever is easiest for you — mailing them to us ahead of time, using a lockbox at your home, or a simple no-contact hand-off before your trip. We'll work out the plan together at your registration meeting.

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Do you need my fob for the whole trip?

Yes, it lets us get into your building without waiting on a leasing office, and it means we can get back in quickly if we're ever concerned about your cat or if your return home is delayed. We'll arrange to pick it up before your trip and return it as soon as you're back.

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Why do you require parking?

Our sitters drive to every visit, and downtown parking can be limited or expensive. If your building charges for parking and you can't provide a free spot, we ask that you leave the daily parking fee in cash at your home, since your sitter is covering that cost out of pocket, day-of.

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Why do you need my WiFi password?

So we can send you real-time photo and video updates during each visit — the same updates you now see through Time To Pet. It's what makes those check-in notes possible in the moment, not hours later.

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About Our Registration Process

 

Why are registration meetings virtual instead of in person?

A few reasons: it lets us observe your cat's natural behavior in their own space, without a stranger walking in the door first. It also gives us more focused time to tour your home and gather everything we need — and since we're not driving to you, there's no fuel surcharge added to that meeting.