New Client Process
We want every pet and client to feel comfortable and confident working with us. Our new client screening and onboarding process helps us learn about you and your pet, set clear expectations, and make sure everyone is set up for success.
Intake Form
This is the first step in our screening and onboarding process and helps us get to know you. The intake form collects basic information about you to get the process started. Please note that the completion of an intake form does not guarantee you will be accepted as a client.
Schedule a Meet & Greet
This step is an in-person meet and greet with you and your pet. It helps us review care needs, see your pet at home, and be sure the arrangement is safe and comfortable for everyone. After we review your Intake Form from Step 1, we’ll contact you to discuss next steps. If we both decide to move forward, we’ll send you a link to choose either a free meet and greet or a meet and greet with a $35 safety consultation—your choice.
Complete Your Profiles
If all parties agree to move forward, this step involves completing your client and pet profiles with detailed information. This ensures we have everything needed to provide professional, responsible care that meets your expectations and supports your pet’s well-being.
Download the Time To Pet App
Once your profile is complete, you will download the Time To Pet app. The app allows for easy scheduling, secure communication, and access to important care updates in one convenient place.
Important Information
Scheduling
How do i request visits or schedule services?
We encourage clients to use Time To Pet for scheduling and communication, but we understand that not everyone wants another app. You’re welcome to contact us in whatever way works best for you—email us at burnellpets@gmail.com or through our Contact Us form, or call or text 207-817-2124. Regardless, Time To Pet is our client management system, so you may still receive notifications, reports, and invoices via TTP.
How does choosing a time for sittings work?
Pet sitting requests such as Drop-Ins, Dog Walks, and House Sittings are scheduled within flexible time blocks. Examples of these time blocks are 6am-8am, 8am-10am, 10am-12pm, 12pm-2pm, 2pm-5pm, 5pm-7pm, and 7pm-9pm. These windows of times are several hours wide to allow for flexibility throughout the day. When requesting a time for your pet’s care, please select the time frame that works best for you.
What is my plans change?
When requesting a booking, you can add your expected departure and return times. If you plans change, we ask that you please communicate with us as soon as you can. This allows us to make the necessary adjustments to our schedule. We do have a cancellation policy that may apply depending on the circumstances.
How Can I request a specific time for a visit?
When requesting a service on the Time To Pet dashboard or phone app, there’s a notes box where you can write any special requests, including a specific time within the time block you’ve selected. We will do our best to accommodate your request, but we cannot make any guarantees. If requesting a visit via phone or email, please include a specific time if you wish.
How many visits can i schedule per day?
You may request as many visits per day as you’d like. We’ll do our best to accommodate your needs. In some cases, house sitting may provide similar care at a lower rate than multiple daily drop-ins. Cats must be visited at least once every 48 hours, though every 24 hours is recommended. Dogs may not be left alone for more than 10 hours. For dogs that are crated during the day—especially for multi-day bookings—we require house sitting instead of multiple drop-ins, as this best supports their health and well-being.
When should i request a booking?
ASAP. We often book 9 months in advance—and occasionally up to 12—so we recommend reaching out as soon as you know you’ll need care. While we can sometimes accommodate last-minute requests, an additional fee applies: $25 for house sittings requested within 72 hours of the start date, and $10 for drop-ins or dog walks requested within 24 hours. Contact us early to give us the best chance to confirm availability and provide your pet with the care they deserve. If you have any questions, just reach out.
Payment and Fees
What forms of payment do you accept?
The easiest and most convenient form of payment is by credit card on the Time To Pet platform. In fact, we will require as a policy that a credit card is kept on file for all clients. However, we do accept other forms of payment. Currently, we also accept cash and checks. In the future, we hope to add even more options such as Venmo or PayPal.
When are my payments due?
We ask everyone to please pay their invoices as soon as possible. If payment is not received after 7 days from invoice creation, your credit card on file will be charged to ensure payment is made. If a card is declined resulting in further delays, we will do our best to work with you to come to a resolution. If you ever have any issues or concerns, please reach out.
What is your cancellation policy
Drop-in and Dog Walk cancellations made with 24 hours notice or less are charged at 100%. House Sitting cancellations made with less than 72 hours notice are charged 100%. House Sitting cancellations made with 7 days notice are charged at 50%. We try to be flexible when possible and reserve the right, in very rare circumstances, to waive or adjust the fee. This policy exists because once we accept a booking, we often turn down other requests and are unable to recoup that time if a cancellation occurs.
do you accept tips?
We never ask for or solicit tips. That said, Time To Pet does include an optional tipping feature for clients who wish to use it. We fully respect each client’s choice whether or not to leave a tip—it’s a personal preference, and you will never hear us ask for one as long as we are in business.
If you have any further questions, do not hesitate to reach out to us. We are happy to discuss all your questions and concerns with you.