Our Services
Policies & Procedures
Getting Started With TNCS
Client Portal
We require all clients to sign up for an account through TimeToPet before any other steps can be completed. This allows us to connect with you and get the process started to visit your home and find out what your cat-sitting needs are.
Meet & Greet
We require that you meet with us before any scheduled services to ensure that your cat is the right fit for TNCS and that we are the right fit for you and your cat! We want to not only set your mind at ease by meeting us, but also, answer any questions about the services you may have. Also, this gives us a chance to know the particulars of your cat’s needs.
All meet and greets that need to be completed SAME DAY will be subject to a convenience fee of $15.
Key Policy
We require all clients who do not have a keypad/door code that is battery-operated access to purchase a lockbox for our sitters to have secure access to their homes. We will provide a lock box at the Meet & Greet for a non-refundable fee of $20.00 and this is yours to keep. With our lockbox system, we are able to help you feel that added layer of safety during your scheduled services.
If your residence requires a key fob or gate pass to be picked up for entry, there will be a charge for pick-up ($10).
All fob and key pick ups must be done before the first scheduled visit.
Cancellations
If you cancel an unpaid visit more than 24 hours before the scheduled date, there is no charge for the cancellation. (In the event of a cancellation of a paid service that is before your booking date, a credit will be applied towards a future service.)
However, same-day (less than 24 hours) cancellations are charged the regular rate of the scheduled service.
Cancellations due to inclement weather or on behalf of TNCS, although rare, will always receive 100% refund and any prepaid services will be credited towards future bookings.
To cancel a scheduled visit, simply make the request through the Client Portal.
Medical Emergencies
We always hope for the best while you’re away, but realistically, sometimes unexpected things happen and we’re prepared to take care of your feline family members, including taking them for emergency medical treatment.
- If your feline companion needs transportation to their vet or emergency vet on file, a transportation fee of $20 will be added to your invoice to cover fuel usage for the TNCS team member performing the visit and providing transportation.
- The current visit will be upgraded to reflect the one-hour duration to cover the sitter’s time at your home and the animal hospital.
- A second transportation fee will be applied if TNCS needs to provide pick-up from the animal hospital during the same scheduled trip.
- If our presence is required at the animal hospital for an extended period, a convenience fee for scheduling will be applied to your invoice. The fee is variable and subject to change depending on the duration spent.
Payment Policy
All invoices are issued at the time of schedule confirmation and must be paid prior to the service date unless arrangements have been made and explicitly agreed upon with the owner.
Unpaid invoices over 15 days late are subject to a 10% late charge. Unpaid invoices over 30 days late are subject to a 25% late charge and suspension of services until past-due invoices are paid.
Invoices are paid through the TIME TO PET portal app. You must process payments in your account as your card on file cannot be automatically charged.
We reserve the right to charge a $30 fee on all returned checks and/or insufficient fund charges we incur.
Miscellaneous
All clients are required to keep an up-to-date Pet Profile in their Portal Account. This includes, but is not limited to:
- Detailed locations & quantities of food & water bowls
- Detailed locations & quantities of litter boxes
- Locations for extra supplies (food, litter, etc)
- Feeding instructions are written out for each animal (i.e. Zoe: one half cup of kibble to be put in green bowl, two tablespoons of wet food with probiotic powder mixed in, etc)
- Location of cleaning supplies
- Where to put mail, trash bins, etc
- Any additional instructions that are necessary for entering or working in your home (i.e. “The front closet doesn’t fully close.” or “Zoe is usually hiding under guest room bed”)
When leaving your home, you are required to leave the lockbox out or leave the door code. Your door should be locked and secured and we will leave it in the same manner.
Terms & Conditions
Please read through our Services Terms & Conditions carefully. All services The Nashville Cat Sitters, LLC. provides are bound by these terms and conditions.
