What is in-home pet care?
In-home pet care is when a professional pet sitter comes to your home to care for your animals as opposed to your pet having to leave his or her home to receive care in your absence.
Why should I hire an in-home pet sitter instead of boarding?
Pets often get stressed and depressed when their people are away; add the element of boarding in an unfamiliar kennel or veterinary hospital and it can be downright heartbreaking for them. Pets are more comfortable in their own environment and home and, while they will still be sad about your absence, at least they can maintain their routine and still get the human attention they crave while you are gone. They will feel more safe and secure being surrounded by familiar sounds, smells, and sights. There are numerous health benefits as well.
Do you board animals?
AlleyCat's Pet Service, Inc. (ACPS) does not board animals, but we are happy to recommend several reputable and private pet sitters who do.
What is your service area?
ACPS services Winter Garden, Windermere, Oakland, and West Ocoee and we plan to expand in the future!
Do you have references?
Yes, we are happy to provide references from current clients upon request.
Do I have to sign a contract?
Yes. There is a standard contract that all of our clients read over and sign prior to us entering your home for service for the first time. All new clients are prompted to electronically sign our service contract either before or after the in-home consultation.
What services do you offer?
We are delighted to offer the following services:
What can I expect at my initial consultation?
Your initial consultation will last approximately 20-30 minutes depending on the number of animals and complexity of care. Your sitter(s) will go over our pet sitting software system, Time To Pet, as well as timing for visits and other items that we take care of while you are away from your home. Additionally, we like to take a small tour of your home to see where you keep items such as: leashes, litter boxes, poop bags, food, dishes, and water. If your home has an alarm system, we will ask that you go over proper arming and disarming of that system. We will also do a "walk through" of entering and exiting your home (making sure keys and codes to get into your home work). If you have dogs and we will be walking them during our visits, we may also ask to take them for a short walk to get a feel for how they are on a leash.
What forms of payment do you accept?
ACPS' preferred method of payment is by credit card, however we also accept checks and PayPal payments.
How can I tip my sitter? Do they accept tips?
Tipping is accepted! You can add a tip to your invoice electronically through Time To Pet, or you are welcome to leave cash or a check for your sitter to pick up. Want to wait until after services are completed? No problem! You can mail a check to P.O. Box 770025, Winter Garden, FL 34777 ATTN: Your sitter's name, and we will be sure to get it in the correct hands!
What are your cancellation policies?
If you cancel vacation visits 14 or more days before the first scheduled visit, you will receive a 100% refund or credit to your account (client's choice).
If you cancel vacation visits 13 to 3 days before the first scheduled visit, you will receive a 100% credit to your account to be used for future services (good for one year).
If you cancel vacation visits 2 days or less before the first scheduled visit, no refund or credit to your account is given.
Cancellations for daily visits must be made at least 24 hours prior to visits. If invoice has already been paid, you will receive a credit on your account to be used the following month. If the invoice has not been paid, you will not be charged. If a visit is cancelled less than 24 hours prior to the visit you will be charged for the visit.
Is there an additional charge for holiday visits?
Yes, ACPS charges an additional $5 for EACH 30-minute visit, $10 for EACH 1-hour visit, and $20 for EACH overnight visit that is scheduled on the following holidays:
Is there an additional charge for last minute requests?
Our motto is, "If we can...we do!" While we can usually accommodate last minute requests, there are times when we cannot. We are typically booked about 72 hours in advance (more for holidays), but it's always ok to ask and if we are available, we will be happy to help!
Do you charge per pet?
No. In an effort to keep things easy for our clients, we charge for the time that we are caring for your pet(s). During your initial consultation, we will determine how long we think it will take for us to perform all of the tasks associated with caring for your pets and home. We also do not charge extra for medication administration, walking, feeding, mail pick up, or watering plants.
Does my dog need to be on a leash if they are off-leash trained?
Yes. We require all dogs to be on a leash even if they are off-leash trained.
Will my dog be walked in extreme temperatures or weather?
Heat is usually our main concern in the hot, humid Florida summers. Our rule is if it's 90 degrees or hotter, we will keep walks and outside time to a maximum of 15 minutes. After a quick potty break or walk outside, most of the visit will be spent indoors playing and/or snuggling. Safety is always forefront in our minds so our sitters will use their best judgement during lightning storms and other extreme weather. We will never intentionally put ourselves or your pets in danger.
What is your inclement weather policy?
As all Central Florida residents know, you never know what you are going to get! The weather in Florida can vary depending on the time of year. Whether it be ice, driving rain, hurricanes, tornado warnings, or any weather that makes traveling the roads dangerous, the safety of our sitters and your pets are first priority. While we do our absolute best to make it to every visit that we schedule, there are times we have tried and been unable to. So the following is based on previous experience and will be amended as needed to make sure everyone is safe and pets are taken care of in all inclement weather situations.
ACPS will prioritize our visits as follows:
1. Vacation visits - our client's who are out of town and unable to get home to their pets will be our #1 priority. Depending on road conditions, ACPS will assign the sitter that is able to make the visit best so keep in mind, this may NOT be your regular sitter. We have sitters in different areas of town and to keep our sitters safe, we may have to make the decision to change routes or assignments for that day.
2. Hospital, medical professional workers, and first responders - we have a lot in common with these professions that are required to work, no matter the weather conditions.
3. Walking clients that are home during this time or daily walking clients - we reserve the right to cancel during these times.
Please understand that ACPS will do everything in our power to get to your pets at the scheduled time, however, due to the nature of these events, the time of your visits on these days will be dependent on many factors and may not reflect a normal day.
Can I contact my sitter directly?
All contact with your sitter will go through the Time To Pet portal. Communicating through your portal will ensure that each person caring for your pets is on the same page and updated on any changes or instructions.
The Activity Feed in your portal or app, allows you to communicate directly with us. Any messages you send us and all messages we send you will also be sent via email so you will never have to worry about missing an update.
To send us a new message, simply click "Add A Message..." and start typing. When your message is ready to be sent you can click the "Add Message" button.
You can optionally attach any number of attachments with each message. To send an attachment click the "Attachment" link next to the "Add Message" button.
What supplies should I have on hand? Does the sitter have their own supplies?
ACPS prefers to use the equipment that the pets and clients are used to, but we do have a NO RETRACTABLE LEASH policy. If you use retractable leashes, we ask that you provide a non-retractable leash for us.
Other helpful supplies are: harnesses and leashes, poop bags, bags for soiled cat litter, cleaning supplies in case of accidents, a garbage can for used poop bags and soiled cat litter.
What if I am unsatisfied with my sitter or my service?
Your happiness and the safety of your pet(s) are our TOP priority!
If, at any time, you are unsatisfied with your sitter or service, bring it to our attention immediately. You can contact us several ways:
We will do our best to correct the situation, and if necessary, a new sitter will be assigned to your pets.
How can I be sure you'll remember my visits?
Each ACPS sitter has access to their schedules through our high-tech pet sitting software, Time To Pet. When they are assigned a new visit, they are notified via email and text, then they receive an email message the day before with all of their assigned visits for the following day.
Our sitters have daily communication with the office and their clients via our Time To Pet system. Each sitter is required to check off their visits on our secure database at the completion of each visit. Daily schedules are monitored extremely closely and, if a sitter is running late, our office is immediately notified. This allows the office to confirm that each pet was visited by their pet care provider.
Additionally, after each visit with your pets, you will get a message via email or the app on your phone about how the visit went!
Do you have a referral policy?
Yes! When you refer a new client to us and they book service with ACPS, you will receive $10 off your next invoice.
How do I set-up/activate my account?
Each new client is responsible for creating their Time To Pet account. We prefer our clients to do this initial set up so that proper spelling of names and email addresses is ensured.
Initial account setup is easy! Simply go to our website: alleycatspetservice.com, and navigate towards the right-hand side of the page. Find the pink button that says, "Client Portal: Create Account or Client Log In". Fill out the info and click, "Create Your Account."
Once this is done, an ACPS manager will get notification that a new account has been created and your new account will be approved.
In order to verify your email address and account, we will send you an email with instructions on how to complete the activation of your account and add all of the information to it so that we have everything we need to care for your home and pets. Just open the email we sent and follow the instructions inside!
How do I request service?
Requesting service is easy through your Time To Pet portal!
Click the "Request New Service" button:
You will be presented with two choices:
Single Request will present you with the following screen:
Fill out the Date, Time, Service, Pets, and Notes sections. When ready, click the "Add Request" button to send your request to us directly. Services are pending until reviewed and approved by us. We will send you an email confirmation when they have been reviewed and approved.
If you have made a mistake or want to remove a request you can do so by clicking the "Delete Requested Service" link:
Selecting "Multiple Requests" will result in a different screen that allows you to quickly request multiple visits at once.
Start by selecting the date range that you want to request services for. Select the service, the pets, and leave any notes. Finally select the times you want us on each day:
When ready, click the "Request Services" button to send us your request. Services are pending until reviewed and approved by us. We will send you an email confirmation when they have been reviewed and approved.
What time frames are visits done?
Our visit time frames are as follows:
No visits are scheduled before 6:30AM or after 9PM. This is not to say that your visits will not be done at these times, but for scheduling purposes, these are our guidelines.
When you have scheduled three or more visits a day for dogs, we do our best to break the day up evenly and we NEVER let a dog go longer than 12 hours between the last visit in the PM and the first visit in the AM. For example: if your pet sitter visited your pup(s) at 8PM, they will be back in the morning no later than 8AM and, in most cases, earlier.
For clients who request two visits a day (note that ACPS requires at least three visits a day for all dogs and at least one visit a day for all other pets), we will visit according to the client's request, or visit once in the AM and again in the Late Afternoon or PM.
Visit times will vary from client to client and we always prioritize pets who are on strict medication/feeding schedules and/or elderly and very young pets.
What if I need to change or add to my request?
To request a change or cancellation for an already scheduled service, visit your Services page.
Click the button labelled "Cancel/Change Services":
A new window will appear where you can send us a message about any changes you would like to request. Please leave as much detail as possible about the changes you are requesting:
We will review your request, ask for any clarification if needed and get back in touch with you to confirm the requested changes. Changes/Cancellations should not be considered confirmed until you hear back from us with a confirmation.
How do I update or add to my pet details?
Your Time To Pet portal makes it easy for you to make changes anytime to your personal information or your pet's information.
The "My Info" page allows you to keep your contact information up to date. To start, click on the "My Info" link at the top of the page.
Use the fields on this page to update your appropriate information and when ready, scroll down to the bottom and click the "Update Information" button to save your changes:
Using the "Pets" page you can keep your current pet's information up-to-date as well as informing us of any new pets.
To add a new pet click the "New Pet" button:
Using the new screen, fill out as many details about your pet that you can. Optionally, you can also attach a picture to help us better identify your pet.
When done adding your pet's details, click the "Save Pet" button in the bottom right corner:
The more up to date your pet's details are, the better service we can provide. To edit your pet's information click the Edit button for the pet's information you want to edit:
The same screen you use to add a new pet will appear. Update the appropriate information in here and then click the "Save Pet" button.
How much advance notice do you need when requesting service?
While we are usually able to accommodate most requests, there may be times that, on short notice, we will be unavailable or booked. ACPS usually books about three days in advance. During the holidays, it is best to book as far in advance as possible.
It is best to request services well ahead of time to ensure your pet sitter(s) are available.
What if my travel plans change (cancelled flight, need to stay longer, etc) and I am unable to return on time?
If you find that you are unable to return on time, immediately let us know through your Time To Pet portal or by calling the main ACPS number at 407.401.3382.
We would never leave your pet to fend for itself! If you need us, we will be there!
Conversely, if you find that you will be returning earlier than expected, please let us know this as well to avoid any unnecessary visits or startling one another!
Note - early returns will not be refunded or credited.
Will I get to meet my sitter?
After gathering information and getting your pet care needs via a phone call or email, a sitter will be assigned to you. A consultation will be set up with an ACPS manager and your assigned primary sitter. It is important to us that our client's feel comfortable with the person who will be caring for their pet and to make sure they are a good fit.
Ideally, we like to have the same sitter caring for the same clients each time. However, when this is not possible, the ACPS team has numerous sitters who are totally equipped and experienced to step in should your primary sitter be unavailable. If time permits, we can arrange a "Pre-Departure Meeting" (cost is $15) for you to meet your secondary sitter before leaving town.
Can I have someone share pet sitting duties with my friends or family?
No. There are several reasons that we do not share pet sitting duties:
If necessary, how does the sitter discipline pets?
ACPS believes in positive reinforcement ONLY for the pets in our care. We will never hit, spank, slap, yank the leash, yell, shock, or grab your pet. If there is a disciplinary problem, i.e. toilet training issues, running away, etc., we inform our client of the incident(s) and together we work out a solution.
What if a pet becomes ill or injured while the owner is out of town or unable to leave work?
If we suspect that something is wrong with your pet, we will call you at the phone numbers we have on file. If you are unavailable, we will call the emergency contact number. If the client believes the veterinarian should see the pet, we will transport him to the veterinarian's office for examination and treatment. In the event we cannot reach the client, we will decide if the veterinarian should see your pet. If necessary, we will take your pet for treatment. You will be billed for any extra time we spend for these services.
What happens if my primary sitter becomes ill, injured, or unavailable?
The ACPS team is full of excellent pet care providers that would love to care for a client's pet if their primary sitter is ill or unavailable. Since we have all of the client's pet care information in our secure database, it's really not necessary for the client to meet with the alternate sitter, however; if the client feels more comfortable with having a meeting with the alternate sitter, we are more than happy to schedule a "Pre-Departure Meeting." The cost of this meeting is $15.
Do you administer medication?
Yes. We can administer oral medication as well as insulin injections so long as the animal is cooperative.
Do you care for pets with aggression issues?
This is on a case-by-case basis. We will do an assessment during the initial consultation and will make a decision as to whether we feel we are able to handle your pet. If the pet has aggressively bit a person, we will likely be unable to care for your pet. However, if the pet is just nervous around strangers, we are happy to work with you and your pet to create a unique care plan just for them!
Will you visit my cat every other day instead of daily?
No. ACPS requires a visit at least every day for all animals so that we can check on their well-being and make sure they have not fallen ill or accidentally gotten stuck in a room and can't get out.
Additionally, ACPS requires at least three visits a day for all dogs who do not have access to potty pads or a doggie door.
How did AlleyCat's Pet Service, Inc begin?
In August of 2011, after Allison (AKA - Alley), was laid off from her marketing assistant job for a local landscape development company, she needed a source of income until she secured another professional position. Due to the economic climate during that time, it was nearly impossible to find another job!
Alley had been the go-to pet sitter for her friends and family since she can remember, so it was a no brainer when a friend suggested pet sitting to make ends meet until finding another "real" job. Alley's life is centered around animals, whether it be rescuing animals, fostering cats and dogs, and volunteering for local rescue organizations. While she did not have any formal experience other than caring for them her whole life, looking after animals came naturally to her. Add in a business license, insurance, and a few other formalities and AlleyCat's Pet Service was born in October of 2011.
For the first few months it was just Alley running all aspects of the business. However, after the first of the year and, as word of mouth spread about the thorough, reliable, and gentle care she provided, it became clear that Alley could not handle all of her clients on her own. So, she contracted with her very first sitter.
As they say, the rest is history! One sitter has now turned into almost 20 and the team is going strong. In January of 2017, AlleyCat's Pet Service became a corporation (and "Inc."!) and the future is looking quite bright!
What does it mean that you are bonded and insured?
When you hire a professional pet sitter, it is extremely important that the sitter have insurance.
Most pet owners know that the benefits of leaving pets at home are numerous. Pets are happier and experience less stress at home; diet and exercise routines are uninterrupted and a pet's exposure to illness is minimized.
Because of this, the pet-sitting industry has experienced tremendous growth in recent years. Whether you are considering using a pet sitter for the first time or have been using the same pet sitter for a number of years, insurance coverage should be verified before the house keys are turned over to a virtual stranger.
So what does it mean to be insured and bonded?
Care, Custody, and Control coverage is the key aspect of insuring a pet sitter. This provides coverage for the client's pets and personal property in the sitter's care. It also covers damage to home or property.
Bonding protects you from damage or acts of theft in your home on the part of your pet sitters employees or contractors. If a company does not have employees or contractors, bonding is NOT required.
Here are some examples of actual circumstances and claims that a pet sitter's insurance would cover:
The list of claims can go on and on! So, whoever you hire to care for your pets and home in your absence, make sure they are insured and bonded.
What type of pets do you care for?
ACPS will care for any type of pet as long as we have adequate information and training by the client on how to care for them.
We have cared for the following types of pets: dogs, cats, horses, goats, chickens, rabbits, chinchillas, bearded dragons, snakes, geckos, fish, turtles/tortoises, hedgehogs, and chameleons.
ACPS loves creatures of all shapes and sizes, so if you have a pet that is not on the list above, don't hesitate to contact us - we are happy to put a customized care plan together for your unique buddy!
Do I have to have a lock box? What are my other options?
In order to provide our clients and their pets with the most reliable service, ACPS recommends that each client utilize one of the following home access options:
If you have a situation where one of the above options is not possible (i.e. you live in an apartment or condo), please let us know during your consultation and we can discuss possible alternatives.
Many of our clients who have garage and/or door keypads will also utilize the lockbox option as their backup key.
ACPS currently uses the following lockbox (Master Lock 5400D) and will be happy to order one for you at an additional charge for you to keep. You choose the code and where it will be stored. Keep in mind, you do not have to put it on your front door - you can hide it in a planter, hang it on a side door, under a grill, or any other place you feel it is secure.
All client combination codes will be saved within our secure Time To Pet software. Only your primary and secondary pet sitter will have access to information in your Client Profile. Please verify that the combination code that you set for the lock box as well as the key really works. And please, immediately update your profile should you need to change the combination.
If you choose not to use one of the above options, and would like ACPS to keep a key during the duration of service, there is a $10 fee each way for key pick up/drop off.
What is your hiring process for sitters?
As you can imagine, with any business where personnel will be entering a private residence, safety and trust are a huge concern. Hiring for pet sitting isn't as easy as finding animal-loving people - we also look for other qualities such as:
First, we do a face-to-face interview to get to know the candidate. Once that is complete, we run a background check for violent crime and theft. Then, we schedule the candidate to do a "ride along" with one of our managers so they can get a feel for how we do things. Finally, if we still think the candidate is a good fit, we will use them on a trial basis, closely monitored, until we feel they are comfortable with ACPS policies and perform at the level that we expect of our sitters.
How is it possible to ensure that all your sitters are keeping up with the AlleyCat's Pet Service, Inc standards?
Because of the high-tech software system that ACPS uses, it makes it easy for all of our sitters to provide consistent and quality care that our clients have come to expect of us. Our sitters also have daily communication with ACPS managers and their clients, and are required to check off their visits on our secure database at the completion of each visit. This allows our managers to confirm that each pet was visited by their pet care provider. Additionally, a manager from ACPS will do "spot checks" to ensure quality care of all pets and our client's homes. We always follow-up with our clients to make sure that their pet sitter is up to snuff and we encourage open communication with our clients to let us know what we are doing right and what we can improve upon!
What kind of results can owners expect when working with AlleyCat's Pet Service, Inc?
For us, the greatest result we can provide is peace of mind. Peace of mind that your pets and home are in capable, experienced hands. That your pets are relaxed, safe, happy, and loved on and your house is kept safe, neat, and tidy.
How are you different for other pet sitters and pet sitting services?
Alley has poured her heart and soul into the last six years to build an extraordinary business that she and her staff can be proud of. Our technology, experience with animals, commitment to detail, communication with our clients, and tailored care is what sets us head and shoulders above other pet sitters in the area.
I already have a pet sitter. Why should I switch to AlleyCat's Pet Service, Inc?
Are you happy with every aspect of your current pet sitter? Do you receive adequate communication and updates about your pet(s) from your sitter? Do you feel confident in the care that they provide; are they following your specific instructions and make your pets feel like they are not just another dog to walk or kitty to feed? When you return home from vacation or a long day at work, are your pets relaxed and happy? Is it easy to schedule services, pay your bills, and update your information? Are you confident that your sitter will show up at the requested time? If you answered "no" to any of those questions, give AlleyCat's a try! We promise, you won't be disappointed.