Service Questions
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 their home to receive care in your absence.
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 while they'll still miss you, at least they can maintain their routine and still get the human attention they crave. They'll feel more safe and secure surrounded by familiar sounds, smells, and sights. There are numerous health benefits as well.
AlleyCat's Pet Service, Inc. (ACPS) does not board animals, but we are happy to recommend several reputable and private pet sitters who do.
ACPS services Winter Garden, Windermere, Oakland, and West Ocoee — and we plan to expand in the future!
Yes, we are happy to provide references from current clients upon request.
Yes. There is a standard contract that all clients read and sign prior to us entering your home for the first time. All new clients are prompted to electronically sign our service contract either before or after the in-home consultation.
We are delighted to offer the following services:
- Vacation Pet Care / "Drop In Service" — we come to your home to care for your pets while you're away.
- Weekly Dog Walking — for clients who work long hours and can't get home in time to let their dogs out, administer medication, or feed their pets.
- Pet Transport — transportation to/from vet, grooming, or other pet-related appointments.
- Pet Food/Supply Service — ran out of food or other supplies for your pet? We can handle that too!
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 we take care of while you're away. We'll also take a small tour of your home to see where you keep leashes, litter boxes, poop bags, food, dishes, and water. If your home has an alarm system, we'll ask you to walk us through arming and disarming it. We'll also do a "walk through" of entering and exiting your home to make sure keys and codes work. If you have dogs, we may ask to take them for a short walk to get a feel for how they are on a leash.
ACPS's preferred method of payment is by credit card, however we also accept checks and PayPal payments.
Tipping is accepted! You can add a tip to your invoice electronically through Time To Pet, or you're welcome to leave cash or a check for your sitter. 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'll make sure it gets in the right hands!
Vacation visits — 14+ days before first scheduled visit: 100% refund or credit to your account (client's choice).
Vacation visits — 13 to 3 days before first scheduled visit: 100% credit to your account for future services (good for one year).
Vacation visits — 2 days or less before first scheduled visit: No refund or credit given.
Daily visits: Must be cancelled at least 24 hours prior. If already paid, you'll receive a credit for the following month. If not yet paid, you won't be charged. Cancellations less than 24 hours in advance will be charged in full.
Yes. ACPS charges an additional surcharge for visits on the following holidays:
- Memorial Day · 4th of July · Labor Day · Thanksgiving Day · Day after Thanksgiving · Christmas Eve · Christmas Day · New Year's Eve · New Year's Day
Surcharges: +$5 per 30-minute visit · +$10 per 1-hour visit · +$20 per overnight visit.
Our motto is "If we can… we do!" While we can usually accommodate last-minute requests, there are times when we cannot. We're typically booked about 72 hours in advance (more for holidays), but it's always OK to ask — if we're available, we'll be happy to help!
No. In an effort to keep things easy for our clients, we charge for the time we spend caring for your pet(s). During your initial consultation, we'll determine how long it will take to perform all tasks associated with your pets and home. We do not charge extra for medication administration, walking, feeding, mail pickup, or watering plants.
Yes. We require all dogs to be on a leash even if they are off-leash trained.
Heat is usually our main concern in the hot, humid Florida summers. Our rule is: if it's 90°F or hotter, we'll keep walks and outside time to a maximum of 15 minutes. After a quick potty break or walk, most of the visit will be spent indoors playing and/or snuggling. Safety is always foremost in our minds — our sitters will use their best judgment during lightning storms and other extreme weather. We will never intentionally put ourselves or your pets in danger.
As all Central Florida residents know, you never know what you're going to get! Whether it be ice, driving rain, hurricanes, tornado warnings, or any weather that makes traveling dangerous, the safety of our sitters and your pets is the first priority. While we do our absolute best to make it to every scheduled visit, there are times we've tried and been unable to.
ACPS will prioritize visits as follows:
- 1. Vacation visits — clients who are out of town and unable to get home to their pets are our #1 priority. We may assign the sitter best able to reach your home, which may not be your regular sitter.
- 2. Hospital workers, medical professionals, and first responders — we have a lot in common with these professions that are required to work no matter the conditions.
- 3. Walking clients at home / daily walking clients — we reserve the right to cancel during these times.
Please understand that visit timing on these days will depend on many factors and may not reflect a normal day. We'll do everything in our power to get to your pets.
All contact with your sitter will go through the Time To Pet portal. Communicating through your portal ensures that everyone 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 — and all messages we send you — will also be forwarded via email so you'll never miss an update.
To send us a message, click "Add A Message…" and start typing. You can also attach files with each message.
ACPS prefers to use the equipment that the pets and clients are already accustomed to, but we have a NO RETRACTABLE LEASH policy. If you use retractable leashes, please provide a non-retractable leash for us.
Other helpful supplies: harnesses and leashes, poop bags, bags for soiled cat litter, cleaning supplies in case of accidents, and a garbage can for used poop bags and soiled cat litter.
Your happiness and the safety of your pet(s) are our TOP priority! If at any time you're unsatisfied, bring it to our attention immediately:
- Call the main ACPS number: 407.622.9250
- Email: contact@alleycatspetservice.com (seen by ACPS managers only)
- Message through your portal (seen by all sitters assigned to you)
We'll do our best to correct the situation, and if necessary, a new sitter will be assigned to your pets.
Each ACPS sitter has access to their schedules through our high-tech pet sitting software, Time To Pet. When assigned a new visit, they're notified via email and text, then receive an email the day before with all their assigned visits for the following day.
Our sitters have daily communication with the office and their clients via Time To Pet. Each sitter is required to check off their visits in our secure database at the completion of each visit — daily schedules are monitored extremely closely. If a sitter is running late, our office is immediately notified.
Additionally, after each visit you'll get a message via email or the app about how the visit went!
Yes! When you refer a new client to us and they book service with ACPS, you will receive $10 off your next invoice.
Time To Pet Client Portal
Each new client is responsible for creating their Time To Pet account so that proper spelling of names and email addresses is ensured.
Initial account setup is easy! Go to alleycatspetservice.com and click the pink "Client Portal: Create Account or Client Log In" button. Fill out the info and click "Create Your Account."
Once done, an ACPS manager will be notified and your new account will be approved. We'll then send you an email with instructions on completing the activation of your account and adding all the information we need to care for your home and pets.
Requesting service is easy through your Time To Pet portal! Click the "Request New Service" button:
You'll be presented with two choices:
- Single Request — quickly request one visit at a time.
- Multiple Visits — a convenient way to request multiple visits in a close date range.
Fill out the Date, Time, Service, Pets, and Notes sections, then click "Add Request" to send your request directly to us. Services are pending until reviewed and approved — we'll email you a confirmation when approved.
To delete a request, click "Delete Requested Service":
For multiple visits, select your date range, service, pets, and leave any notes, then select the times you want us each day:
- AM visits: 7AM – 10AM
- Mid-day visits: 11AM – 2PM
- Late Afternoon visits: 3PM – 6PM
- PM visits: 7PM – 9PM
No visits are scheduled before 6:30AM or after 9PM.
When you have three or more visits a day for dogs, we break the day up evenly and never let a dog go longer than 12 hours between the last PM visit and the first AM visit.
Visit times will vary from client to client — we always prioritize pets on strict medication/feeding schedules and elderly or very young pets.
To request a change or cancellation for an already-scheduled service, visit your Services page and click "Cancel/Change Services":
A new window will appear where you can send us a message about the changes you'd like to request. Please be as detailed as possible:
Changes/Cancellations should not be considered confirmed until you hear back from us with a confirmation.
Your Time To Pet portal makes it easy to update your personal information or your pet's information at any time.
The "My Info" page lets you keep your contact information up to date. Click "My Info" at the top of the page, update the appropriate fields, and click "Update Information."
Using the "Pets" page you can update your current pet's information or inform us of new pets. Click "New Pet" to add a pet:
Fill out as many details as you can and optionally attach a photo. Click "Save Pet" when done:
To edit an existing pet, click the Edit button next to their information:
While we're usually able to accommodate most requests, on short notice we may be unavailable or fully booked. ACPS usually books about three days in advance. During the holidays, it's best to book as far in advance as possible.
If you find that you're unable to return on time, immediately let us know through your Time To Pet portal or by calling 407.622.9250.
We would never leave your pet to fend for itself — if you need us, we will be there!
Conversely, if you'll be returning earlier than expected, please let us know to avoid unnecessary visits or startling one another! Note: early returns will not be refunded or credited.
Pet Care Questions
After gathering information and getting your pet care needs via 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's important to us that our clients feel comfortable with the person caring for their pet.
Ideally, the same sitter cares for the same clients each time. However, when that's not possible, our team has numerous sitters who are totally equipped and experienced to step in. If time permits, we can arrange a "Pre-Departure Meeting" ($15) for you to meet your secondary sitter before leaving town.
No. There are several reasons we do not share pet sitting duties:
- Sitter safety — it's quite startling when we're in a client's home and a stranger comes in behind us.
- Schedule integrity — we need to know pets are on their feeding, potty, and medication schedules. There's no point in us going over if a friend went 30 minutes before and already fed or walked the dog.
- One line of communication — we work directly with the client, not friends or family members. Having a family member relay negative, inaccurate information can create unnecessary stress for everyone.
- Accountability — there needs to be no questions about when anyone was at the home. Our set visit time blocks ensure you always know when we're caring for your 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 (toilet training issues, running away, etc.), we inform our client of the incident(s) and together work out a solution.
If we suspect something is wrong with your pet, we'll call you at the phone numbers we have on file. If you're unavailable, we'll call your emergency contact. If the client believes the veterinarian should see the pet, we'll transport them for examination and treatment. In the event we cannot reach the client, we'll decide if a vet visit is necessary. You will be billed for any extra time spent on these services.
The ACPS team is full of excellent pet care providers who would love to care for your pets if your primary sitter is unavailable. Since we have all of your pet care information in our secure database, it's not strictly necessary to meet the alternate sitter — however, if you'd feel more comfortable, we're more than happy to schedule a "Pre-Departure Meeting" for $15.
Yes. We can administer oral medication as well as insulin injections so long as the animal is cooperative.
This is on a case-by-case basis. We'll do an assessment during the initial consultation and make a decision as to whether we feel we can handle your pet. If the pet has aggressively bitten a person, we will likely be unable to care for them. However, if the pet is just nervous around strangers, we're happy to work with you and your pet to create a unique care plan just for them!
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 haven't fallen ill or accidentally gotten stuck in a room.
Additionally, ACPS requires at least three visits a day for all dogs who do not have access to potty pads or a doggie door.
AlleyCat's Pet Service Inc. Questions
In August of 2011, after Allison (AKA Alley) was laid off from her marketing assistant job for a local landscape development company, she needed income until she secured another professional position. Due to the economic climate at the 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. Add 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, as word spread about her thorough, reliable, and gentle care, it became clear she couldn't handle all her clients on her own — so she contracted 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!
When you hire a professional pet sitter, it is extremely important that the sitter have insurance.
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, and 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 sitter's employees or contractors.
Here are some examples of actual circumstances that a pet sitter's insurance would cover:
- Pet sitter clogged toilet in client's apartment, resulting in flooding of two units below.
- While on a walk, dog fell and broke its leg.
- Pet sitter's car was broken into and several client keys were stolen — claim covered cost to rekey all clients' homes.
- Cat was accidentally shut in a closet for several days and became dehydrated. Vet care was needed.
- While walking a dog, a passerby was bitten on the leg.
Whoever you hire to care for your pets and home in your absence — make sure they are insured and bonded.
ACPS will care for any type of pet as long as we have adequate information and training from the client on how to care for them.
We have cared for: 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 — if you have a pet not on this list, don't hesitate to contact us! We're happy to put a customized care plan together for your unique buddy.
In order to provide the most reliable service, ACPS recommends one of the following home access options:
- Garage keypad — we require a key hidden somewhere on the property in case of power or battery failure.
- Front/side door keypad — same backup key requirement.
- Lockbox (recommended: Master Lock 5400D) — please provide two copies of your key inside. Keys remain safely stored on your premises, and your pet sitter has immediate access in an emergency.
If none of these options work for you (e.g., you live in an apartment or condo), let us know during your consultation and we'll discuss alternatives.
If you'd like ACPS to keep a key during the duration of service, there is a $10 fee each way for key pickup/drop-off.
With any business where personnel will be entering a private residence, safety and trust are a huge concern. Beyond animal-loving people, we look for:
- Reliability · Honesty · Trustworthiness
- Reliable transportation
- Maturity (no college or high-school kids trying to make extra cash!)
We begin with a face-to-face interview, then run a background check for violent crime and theft. Next, we schedule the candidate for a "ride along" with one of our managers to see how we do things. Finally, if we still think they're a good fit, we use them on a trial basis — closely monitored — until they're comfortable with ACPS policies and performing at our expected level.
Our high-tech software system makes it easy for all sitters to provide consistent, quality care. Sitters have daily communication with ACPS managers and their clients, and are required to check off their visits in our secure database at the completion of each visit — allowing managers to confirm each pet was visited. Additionally, a manager from ACPS will do "spot checks" to ensure quality care of all pets and client homes. We always follow up with our clients and encourage open communication about what we're doing right and what we can improve!
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, and your house is kept safe, neat, and tidy.
Alley has poured her heart and soul into the last eleven-plus 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.
Are you happy with every aspect of your current pet sitter? Do you receive adequate communication and updates about your pet(s)? Do you feel confident in the care they provide — are they following your specific instructions and making your pets feel like more than just another dog to walk or kitty to feed? When you return home, are your pets relaxed and happy? Is it easy to schedule services, pay bills, and update your information? Are you confident your sitter will show up at the requested time?