Frequently Asked Questions
Our Policies
(All policies are laid out in our 'Terms of Service')
What information do I need to provide at the meet and greet?
All of your basic contact and pet care information (feeding, schedule, medications, vaccinations, pet behavior) should be provided at least 24 hours before the scheduled meet and greet via the Google form that will be emailed prior to the meeting. You will need to provide us with two key copies to your home at the meeting. If we will be using a keyless entry to access your home (digital lock, garage code) we ask that at least one key is provided as a back up. The complimentary meet and greet is the time to show your pet sitter where all of the necessary supplies are, how to arm and disarm your alarm system, and where cleaning supplies or the utilities are. This is also a great time to show your pet sitter any necessary training cues or habits your pet has. We all love to show off how smart our pets are, and our sitters love to see pets interacting with their families! This gives us a good example of how you’d like us to interact with your pets. Also please be ready to provide us with your emergency contact information, and make sure your emergency contact has access to your home in the event a Pawsitive Vibes pet sitter couldn't complete your appointment.
I don't have time to do a meet and greet before I leave. Will you care for my pets without meeting them first?
Unfortunately, no. For both the safety of your pets and the safety of our pet sitters we must do an in-person meet and greet for all new clients prior to providing pet care.
​
Why do I need to provide two copies of my key?
We must have two methods of entry into your home in case of an emergency. If your backup pet sitter needs to take over an appointment and cannot get to the key being held by the current pet sitter, they need a way to enter your home. We prefer a lock box if at all possible, but if that is not feasible we can also use garage codes. If you do use a garage or door code as the primary means of entry, we require that you also provide at least one key in case of power outage.
Can I pay for services with cash or a check?
All services must be paid for by inputting a debit or credit card into the Scout app. Since we utilize a team approach to pet sitting this ensures every sitter will be paid for the service they complete. Scout is a third party company that uses 'Stripe' to process all payment details. So, your pet sitter will not have access to your card information, and you will be notified in advance before your card is charged. Although you will not be able to pay for services via cash or check, you are welcome to tip your pet sitter(s) using these methods.
What locations do you service?
We care for various types of pets in Matthews, Mint Hill, Monroe, Wesley Chapel and Indian Trail, North Carolina. We service a 7 mile radius from 3801 Lake Park Road Lake Park, NC 28079. CLICK HERE for a map that depicts our service area.
​
What happens in the event of severe weather?
In case of extreme weather, every effort will be made to drive to your home. But, the service schedule may be altered or interrupted due to circumstances. If it is not possible to drive safely to your home, you will be notified and we will reach out to your emergency contacts. We will ask you to provide the contact information of a neighbor during the meet and greet and you will be responsible for making sure your emergency contacts have a way to enter your home in the event of severe weather or emergencies.
In extreme weather, dog walks may also be cut short or removed completely from the visit and indoor playtime will occur instead
How early can I book my service request?
You are welcome to put any service requests into Scout as soon as you know you will need coverage. However, Scout only shows us requests within six months of the current date. We do not accept any requests more than 30 days in advance. If there are any planned closings you will be emailed at least a month in advance, it will be indicated on our COMPANY CALENDAR, and the dates will be blocked off in the Scout app. I only get the staff availability two weeks in advance, therefore your booking will not be fully confirmed until I have all staff availability and can confirm which staff member will be completing each appointment. If I know we will not be able to accommodate your request I will reach out to you and deny your request in the Scout app. Chances are if your request is 'pending' and you haven't heard from me, I am likely just waiting to get all staff availability before I confirm your booking. If you contact me via phone or email about a booking for dates more than a month in advance I will likely ask you to put the request into Scout for later review, or ask you to reach back out about 30 days from when you need services because I likely will not remember your request otherwise :) You will be notified via email when an appointment request is either confirmed or denied.
​
Do you charge a holiday fee?
Yes we do. A $5 surcharge is added to every appointment scheduled on a holiday or corresponding holiday weekend. All dates where the surcharge will be applied is indicated on the COMPANY CALENDAR. 100% of the surcharge goes directly to the pet sitter.
​
Do you allow job sharing / will you tag team caring for my pet with someone else?
No. For the safety of your pets and the Pawsitive Vibes staff we must be the only people caring for your pets during the duration of the booking. When other people are in the home it causes an issue with our insurance coverage. When you book Pawsitive Vibes your pet care team is in constant contact with each other about your pets to ensure everything is done correctly and up to the Pawsitive Vibes standards. When other people outside the team are caring for your pets it often causes confusion and mistakes can happen such as doubling or missing medication dosages. Trust me, its not worth it!
​
Our Services
How much does pet sitting cost?
Pricing depends on several factors including the number of animals and the amount of time it takes to complete an appointment. If you would like a quote for services please indicate so when you complete the meet and greet request form. Please provide as much information as possible on the form (such as how many visits you will need daily, the duration of those visits, and how many days you will need services.) Please feel free to text, call, or email us for a quote as well. More pricing information can be found on our 'Services' page or on this 'Pricing Cheat Sheet.'
How long do appointments last?
We offer 30 minute and 60 minute appointment options. You can mix and match the duration of your appointments to best meet the needs of your pet. For example, you may want to book a 30 minute morning and 30 minute midday appointment, and perhaps book a 60 minute evening appointment if your pet prefers longer walks later in the day.
We also offer an exclusive 15 minute appointment option for residents of the Stratford neighborhood ONLY. For more information CLICK HERE.
How many times will my pet sitter come during my trip?
For the safety of your pet we do require a minimum of once-per-day visit for cats and exotic pets. We require a minimum of three visits per day for dogs. If your pets need more attention you can certainly book additional / longer appointments and overnight pet sitting.
How does overnight pet sitting work?
At least three visits are scheduled throughout the day (a morning, midday, and evening.) For an additional $50 nightly a pet sitter will sleep in your home with your pets. Pet sitters are only expected to be in your home during the scheduled appointment times and will arrive no later than 11:00pm to sleep in your home with your pets. However, our sitters are often in the home for longer than the designated appointment times when conducting overnights. If you need a pet sitter in your home at a specific time prior to 11:00pm an appointment will have to be scheduled to guarantee coverage at that time. For example your sitter may wake up in your home, do a check in at 8:00am, leave the home to go to class, check back in around 2:00pm, leave the home again to run errands, return to your home at 8:00pm for another check in, leave the home to complete other pet sitting appointments, and finally return no later than 11:00pm to sleep in the home. But, if the pet sitter does not have any other obligations or pet sitting appointments they may decide to stay in your home with your pets between your check ins. This depends on the pet sitter's preference and their availability and can not be guaranteed. We do not offer 24 hour consistent coverage or a 'live in' service at this time as our pet sitters will almost certainly need to leave your home for some period of time during the booking.
Overnight pet care rates start at $125 per 24 hour period for one pet, $140 for two pets, and $155 for 3+ pets. Pricing depends on how many appointments are booked throughout the day (minimum of 3) and the duration (30 min or 60 min) of each appointment.
​
Do you offer boarding?
Unfortunately we do not offer boarding at this time. All pet sitting services must take place in the client's home.
​
Will I get updates on my pets during the booking?
Yes! We use an app called 'Scout' to communicate with our clients during their bookings. You will get a detailed report card sent to your phone after each check in that includes notes and pictures directly from your pet sitter.
Our Pet Sitters
Who will be caring for my pets?
We have several pet sitters on staff with a wide variety of experiences and specialties. We match each client with a pet sitter based on your location, needs, and type of pet. All of our pet sitters are thoroughly vetted with in-depth background checks and covered under our insurance policy. Each member of our team is passionate about animals and committed to making your pet a priority.
Click HERE to learn more about each sitter on our team!
Will I always have the same pet sitter?
We utilize a team approach to pet care. You will be assigned a primary pet sitter who will perform the bulk of your service requests. However, most of our pet sitters are in school or have other jobs in addition to pet sitting and may not always be available to complete all of your requests. So, we provide backup pet sitters who remain members of your pet care team that can step in when your primary sitter is unavailable. This allows us to keep your pet's routine as steady as possible. You will have the opportunity to meet both primary and secondary pet sitters at the meet and greet so that you and your pet are comfortable with all of the team members and you know that your pet will be cared for in case of an emergency. In the event a meet and greet has already occurred, or your schedule / needs change, a secondary sitter may accompany the primary sitter to a visit (at no extra cost) for a training session.
Can I choose my pet sitter?
You certainly can request a specific pet sitter. If you do so, we will do our best to accommodate that request. However, if that sitter is unavailable we will match you with a different pet sitter who can be available during your requested visit times.
What happens if my primary sitter cannot make it to a visit?
That’s where your team comes in! If your primary pet sitter is unavailable for one or more visits, we will assign the appointment to another member of your pet care team to ensure that your pet’s care is not interrupted. This is why we require at least two keys to your home, and prefer a lock box if possible.
Do I meet my pet sitter before service?
Yes you do! We provide free in-home meetings for all new clients to give you a chance to introduce your sitter to your pets and to discuss any questions or requests you may have.
Is my pet sitter insured and bonded?
Yes! Every pet sitter on our team is bonded and insured for you and your pet’s protection against damage or injury. All sitters can also provide proof of a background check as well.
How do I tip my pet sitter?
If you’d like to tip your pet sitter you can do so on your client invoice when you pay or you can pay the sitter directly, either via check, cash, or mobile payment services (such as Venmo, PayPal, Zelle, etc). 100% of tips go directly to the pet sitter.