Frequently Asked Questions
FAQs
Frequently Asked Questions
WHY SHOULD I CHOOSE ROBEAUX PETS TO CARE FOR MY PET(S)?
We are trustworthy, experienced, and reliable. Our passion for pets runs deep and we carry out the duties entrusted to us lovingly and responsibly. The comfort and safety of your pet(s) is our #1 priority. We realize each pet's comfort and trust levels differ, so we let your pet dictate how much interaction they'll have with their sitter at each visit. Your pet sitter will follow a detailed checklist to ensure your pet's routine is executed correctly and you will receive a summary for each pet in our care after each visit is completed. We also recognize you are not only entrusting us with your pets but your home as well, and we take both of these responsibilities extremely seriously.
HOW DO I GET STARTED?
Once you've reviewed the information on our website, you can request an account by clicking any "NEW CLIENT INQUIRY" button and answering all questions. (This step is NOT a guarantee of account creation or service fulfillment.) We will get in touch with you during regular business hours to discuss your pet care needs in more detail and if appropriate, set up a New Client Meeting in your home. Once your account is approved, you will receive a welcome email with instructions on filling out your profile. All service agreements must be read and signed before reservations are made and a credit card must be kept on file to pre-pay for all services at the time of booking. Once completed, you may request your pet care visits online at any time.
WHAT ARE YOUR OFFICE HOURS?
Monday thru Thursday - 9:00 am - 5:00 pm. Friday 9:00 am - 12:00 pm. Saturday & Sunday - CLOSED We do not have office hours on Saturday or Sunday, but we do care for pets on these days. If your pet(s) is currently in our care, however, you may contact us outside of these hours!
DO I GIVE YOU A KEY TO MY HOME?
We prefer that you have 2 copies of your house key available at the New Client Meeting. One key will be secured in our office as an emergency backup, the other key must be stored on your property in a lockbox. You can purchase this lockbox yourself before the start of services, or you can purchase a lockbox from us at your New Client Meeting. Even if you ask that we enter through an electric garage door or use a door keycode, we still require at least 1 key to be made available via a lockbox in case of a power outage or other malfunction.
DO YOU OFFER BOARDING?
No, we do not offer boarding or kenneling services. We aim to keep all pets as comfortable as possible while their family is away and know most pets are much less stressed if they can stay in their own, familiar environment. We do realize this is not possible for all pets however, and encourage you to look elsewhere should your pet need to be boarded outside of the home.
WILL YOU TAKE MY DOG TO THE DOG PARK?
For the safety of your pet and others, we do not take dogs to dog parks or allow them to be off-leash while under our care. Our Adventure Walks are a great substitute to get your dog out exploring new territory, however!
WHEN DO I PAY FOR SERVICES?
All of our services are first pay, first serve. This means you will pay for all services at the time of booking. This ensures our time is reserved for your pet(s) and it prevents wasted time spent tracking down delinquent payments after services have been rendered. Overall, this has created more time for pets and less stress for us and our clients. If you are interested in tipping your sitter/walker, you can go into your Time to Pet portal after services are rendered and add on a much appreciated tip. Remember, requested but still unpaid services are NOT BOOKED. Other clients may pay for and book services in your preferred time slots/days if yours are left unpaid, so do not delay, prepay TODAY!
WHAT IF I HAVE TO CANCEL SERVICES I'VE ALREADY BOOKED AND PAID FOR?
Because we are 100% committed to you and your pet(s) when you book a service, we do turn away other requests for reservations when we reach full capacity. Cancellations affect our ability to serve all pets in need and disrupt staff schedules, so cancellations made within certain timeframes of the scheduled service dates will incur a cancellation fee. Robeaux Pets LLC reserves the right to charge cancellation fees for all services according to the following schedule: All "Holiday" bookings are 50% non-refundable (see "Policies" page for dates). The remaining 50% will be refunded according to the timing outlined below depending on the type of services booked. Spring Break: Any service(s) booked during the last two weeks of March are 50% non-refundable. The remaining 50% will be refunded according to the timing outlined below depending on the type of services booked. A series of scheduled services (any type) in an ongoing care situation (for example multiple days of vacation or “out-of-town” services): 15 or more days notice = Full refund of the total cost of a series of scheduled services (minus a 4% payment processing fee if paid via credit/debit card.) 7-14 day notice = 75% refund of the total cost of a series of scheduled services. 3-6 day notice = 50% refund of the total cost of a series of scheduled services. Less than 3 days' notice = No refund, but 25% of the total cost of a series of scheduled services will be applied as a credit to your account that can be used towards future bookings. A single scheduled service (for example a single daily potty break, scaredy cat, dog walk (any type), or drop-in service (any length): 48-hour notice = Full refund (minus a 4% payment processing fee if paid via credit/debit card.) 24-hour notice = No refund, but a 50% credit will be applied to your account that can be used for future bookings. Less than 24-hour notice = No refund or credit. Service credits must be used or booked within six months of the cancellation. No refunds will be given. ALL CANCELLATIONS must be made in your Time to Pet portal under the scheduling tab, not by any other form of communication.
SHOULD I LEAVE WRITTEN NOTES FOR MY SITTER?
Written notes can be helpful, but PLEASE make sure your Time to Pet profile and your pet's profile(s) are up-to-date. We always work off the inforamtion you provide in your Time to Pet portal and if written notes conflict with portal notes, we may get confused and mistakes may happen. Post-it notes on drawers and cabinets, doors, or light switches, etc. can be helpful in locating things quickly while in your home, however.
MY DOG IS SCHEDULED FOR A WALK BUT THE WEATHER IS AWFUL! HOW DO YOU HANDLE THIS SITUATION?
Walks will be shortened due to inclement weather including if it is too hot (above 90 F) or too cold (below 32 F) to safely be outside for long periods of time. We will consider your dog's age, breed, body composition, fur type and known health conditions that may put them at more or less risk to weather intolerances. We will use our best judgement and reduce the booked service to a "potty break" or "standard dog walk" and credit your account accordingly. This way your pup still gets the human interaction and a chance to potty at the very least. If you have a dog walk booked for a day that you know may bring inclement weather, please leave out any gear you have at home that may aid in your dog's comfort. Sweaters, coats, booties, etc.
DO YOU OFFER OVERNIGHT CARE IN MY HOME?
Employees must earn AT LEAST minimum wage for every hour they stay/sleep in your home. After adding up all those hours, the cost of continuous overnight care to our clients can get pretty steep, so we offer "Almost Overnights" as an alternative to continuous overnight stays.
WHAT IS THE APP I SHOULD DOWNLOAD TO HAVE MOBILE ACCESS TO MY PORTAL?
Time to Pet is the program we utilize to keep us organized and functioning. It houses anything and everything Robeaux Pets related all in one place. It keeps track of your information, your pet's information and it also handles all our scheduling, billing, and all client and staff communication. You can always access your portal by loging on here through our website, but the app is a swift way to manage your account on the go. Click the "Google Play" or "App Store" images below to be directed to the download.
