Frequently asked questions.

How do I book pet sitting or dog walking services as a new client?

At Fluffed Petcare, we use our client portal to easily manage your bookings, scheduling, reporting, and online payments. Signing up as a new client is easy— simply follow the link below to our client portal. Once you create your client account with us, you will be guided through reviewing our service agreements and providing your personal and pet background information.

Once your profile is complete, you’re all set to request your first booking! Simply head to the “Scheduling” tab of your personal TTP portal and click the “Request New Service” button. From there, you can select the services and dates you need. We promptly review all requests and add them to our calendar. Once your service is booked, we will schedule a complimentary Meet & Greet and discuss preferred payment options. We’re here to make the booking process as smooth as possible for you and your fur family!

How do I schedule multiple or recurring appointments?

Scheduling recurring dog walks or pet-sitting check-ins is a great way to ensure your dogs and cats are cared for when you’re having long work or travel days. To schedule a weekly, biweekly, or monthly service you can email us directly at the address below. We’ll work with you to create a customized calendar template that fits your specific schedule and service requirements. Once we've got your estimated schedule sorted, you'll see eight weeks of projected service dates. To keep things streamlined, we'll confirm all services with you on a weekly basis, three days before the start of each week—typically on Fridays. Your invoice will be generated weekly, with payment due the Friday before your scheduled services. Please note, if you need to cancel a recurring service, just follow the cancellation guidelines outlined below. We're here to make scheduling and payments as hassle-free as possible for you and your beloved pets!

What is your cancellation policy?

We totally understand that life can throw unexpected curveballs in your schedule! If you need to make changes to your schedule or cancel a booking, simply reach out to us via the email link below or request changes through the “Scheduling” tab of your TTP portal. During non-holiday and non-summer time periods, our cancellation policy below is used.

·      A full refund is given for 8 or more days’ notice for cancellation prior to reservation

·      A 50% refund is given for 4 or more days’ notice for cancellation.

·      No refund is given with 3 or fewer days’ notice for cancellation.

We aim to be flexible and accommodating to your needs while ensuring fairness to our team and other clients. Don't hesitate to get in touch if you have any questions or concerns about your booking!

Do you accept last-minute bookings and what is the cut-off?

Absolutely! We are more than happy to accommodate last-minute bookings and do our best to fit you in our schedule. For bookings with less than 48 hours’ notice, there is a $25 per service fee to ensure we can properly accommodate your request. There is no designated cut-off but for the safety of our pet sitters, we require a Meet & Greet before the start of a booking.

What forms of payment do you accept?

You can conveniently pay via ACH/E-check, credit card, Apple Pay, and Google Pay through the Time To Pet Portal. If you prefer to use cash or a personal check, just let us know, and we can arrange it a week before your booking starts.

When will I be charged for services?

Payments for pet-sitting services are due in full at the time of booking to secure your requested dates. You will be sent an invoice to ensure the booking details are correct. Then you’ll be prompted to pay the invoice via the client portal. If the booking is requested 7 days or less before the date the payment will be submitted on your behalf using the card you have on file.

For recurring pet sitting or dog walking services, payments are made weekly, following confirmation of the upcoming week’s schedule. This ensures smooth scheduling and helps us provide consistent care for your beloved pets!

How do I update my payment information?

You can update your payment information by following the “Invoices” tab of your portal. Click the button labeled “Payment Methods” to add a new card or manage your existing payment method.

What areas do you serve?

We serve all of Santa Cruz County! This includes Santa Cruz, Capitola, Soquel, Aptos, Scotts Valley, Ben Lommond, Felton, Bonny Doon, Boulder Creek, and Watsonville.

Can I request specific pet sitters or dog walkers?

Of course! As we grow our team to better serve you, you're more than welcome to request a specific pet sitter when booking. However, please keep in mind that the availability of your preferred sitter may vary. We'll do our best to accommodate your request and ensure your pets receive the care they deserve!

How will I know when the booked service is complete and will I receive updates and photos of my pets?

One of the best features of the TTP software is how it keeps you in the loop after each visit. You'll receive a detailed report right to your inbox, complete with photos, videos, visit specifics, GPS data, and a summary of how your pet's check-in went and their mood. Plus, for walks, you'll get a map tracking your furry friend's adventure route. It's like being right there with them every step of the way!

What if I have an emergency while I’m away?

While we hope emergencies never disrupt your plans, we're always ready to adapt to any changes in your booking schedule. If you need to return home earlier than expected, cancelling scheduled bookings is easy, following the cancellation policy outlined above. If your travel is delayed, just give us a heads-up as soon as possible, and we'll arrange extended care for your pets with an additional cost for added services.

In case of inclement weather or a natural disaster, rest assured we'll use our best judgment to ensure the safety, feeding, and care of your fur-babies. Before the start of any booking and during the Meet & Greet, we'll discuss contingency plans for emergency situations, providing peace of mind for both you and your beloved pets. Your pets' well-being is our top priority, no matter the circumstances!