Will we always have the same sitter?

The staff member who visits your pet may vary depending on your booking days. While we always aim to keep things consistent, our team members don’t work 7 days a week, 365 days a year — so we can’t guarantee the same person every time.

Throughout the year, we typically have 2–3 core team members covering weekly shifts. This setup allows us to deliver reliable and consistent care while managing staff leave, illness, and seasonal demand. We also have on-call support staff to step in when needed.

As long as your pet's care details are up-to-date in your client portal, any of our trained team members can confidently complete your visits to the same high standard.

For clarity and continuity, we strongly encourage using your portal for instructions and, if preferred, leaving a printed copy at home. Verbal instructions aren’t recommended, as they can be easily forgotten or missed.

 

What time will my visits be?

Our standard working hours are 8:00 am to 6:00 pm.

As a general guide:

• Morning visits (twice-a-day bookings): between 8:00 am – 10:30 am

• Afternoon visits (twice-a-day bookings): between 4:00 pm – 6:00 pm

• Pop-in visits: between 10:30 am – 2:00 pm

• Once-a-day feeding visits are usually completed during our morning rounds, but as we service a wide area, these may occur at any time during our working hours based on route planning.

We’ll always do our best to accommodate specific timing requests. If you have a preferred time of day, please let us know and add it to your client notes when booking.

Need a visit outside of our usual hours?
We may be able to help with special arrangements — just ask! Please note that an additional charge applies for out-of-hours visits.

📌 During peak periods or busy seasons, some visits may occasionally fall slightly outside our usual time frames — thanks for your understanding!

 

How long are feeding visits?

While visit times may vary slightly depending on your pet’s needs and our schedule, our standard feeding visits typically last around 20–25 minutes.

If you have six or more animals, or your pets require extra time or more complex care, we recommend booking one of our extended visit options to ensure we can provide the attention they need.

Not sure which option suits you best? We're happy to help — just get in touch!

 

Do you charge for each animal?

Our feeding visits are charged per visit, not per animal, making it simple and affordable for multi-pet households. However, our standard visit covers up to 5 animals. In our experience, caring for more than this within the 20-minute timeframe doesn't allow us to maintain the quality of service we pride ourselves on.

As long as we can complete our standard care routine within that time, there will be no extra charge. If you have 6 or more pets or need additional time, we recommend booking an extended visit.

For dog visits, our prices are based on one dog, with a small additional fee for each extra dog.

If you're unsure what category your booking falls into, feel free to reach out — we're happy to help make sure you’re booked into the right service for your needs.

 

What if I need to change my booking? or come home early?

We totally understand — plans can change! Each of our services has its own specific booking and cancellation policy, which you can view in detail on our Bookings & Cancellations Policy page.

We recommend reviewing these before booking, and if you’re ever unsure, feel free to get in touch — we’re happy to help.

 

How do you access the property?

The safety and security of your home and pets is our top priority. To help maintain the highest level of security and ensure smooth, uninterrupted service, we strongly recommend the use of an on-site lockbox for clients who require key access.

Through years of experience, we’ve found that lockboxes are the most secure and efficient method for storing keys on your property. They allow our team reliable access without the risks associated with transporting or storing keys off-site.

If you don’t currently have a lockbox, we encourage you to consider installing one. Alternatively, you’re welcome to nominate a secure, weatherproof location on your property where keys can be retrieved and returned between visits.

How and when do you require payment?

You’ll receive an invoice prior to your departure, which includes your booking details and payment information for online banking. This also gives you the chance to double-check your dates and service details are correct.

Payment is required before the start of your visits, unless otherwise arranged.

📌 Please note: During the Christmas period, a deposit is required to secure your booking due to high demand.

If you have any questions about your invoice or need to make changes to your booking, just let us know — we’re happy to help.

 

Can I meet with a sitter?

Of course! You can easily schedule a Meet & Greet with one of our team members when making your booking.

As our mornings are typically our busiest time, we generally offer afternoon slots for client meetings. You’ll meet with the sitter who is rostered on the day of your booking, and they will contact you that morning to confirm a more precise arrival time.

Please note that our team operates on a rotating roster, so while we aim for consistency, there may occasionally be changes to the assigned sitter due to staff leave or illness.

If you have a specific team member you'd like to meet, please reach out to the office directly. We’ll do our best to accommodate your request, as our sitters are not able to manage bookings or adjust their schedules directly.

 

Can you medicate my pet?

Yes — with the exception of diabetic care — administering medication is included in our standard pet feeding visits, if it's a necessary part of your pet’s routine.

We understand how important it is for pets to receive their medication on time and as prescribed, whether it's to manage a health condition or aid in recovery. Our team is experienced in giving tablets, liquids, creams, and basic treatments during visits.

📌 Please note: We do not administer insulin or perform diabetic injections. If your pet requires this level of medical care, please contact us to discuss possible alternatives.

 

We understand how important it is to maintain a consistent and precise schedule when administering insulin or other time-sensitive medications. This type of care requires accuracy and reliability around exact timing.

However, due to the nature of our work and the unpredictable variables in our daily schedule, we are unable to guarantee specific visit times. As a result, we cannot accept bookings that require strict timing, such as those involving insulin administration.

We know this may be disappointing, but our priority is to ensure the safety and wellbeing of every pet in our care. If your pet requires timed medication, we recommend working with a veterinary clinic or a dedicated medical pet care provider who can meet those needs.

If you’re unsure whether your pet's care falls into this category, feel free to contact us — we’re happy to chat it through.

If you have any questions or specific medication instructions, just let us know — we're happy to help.

 

Why do I need to keep the portal updated?

Our sitters work on a roster system, so the person caring for your pet may vary between visits. To ensure smooth and consistent service, your client portal is the best way to keep our team informed of any updates, special instructions, or changes related to your pet’s care. The more detailed information we have, the better we can meet your pet’s needs.

For emergency purposes, we also require an alternative contact number. This could be a travel companion, family member, or friend—anyone reachable in case you’re unavailable or out of reception range. Having this backup contact helps us respond quickly if we cannot reach you.

Unfortunately, there have been occasions where we’ve spent significant time trying to contact clients who did not provide alternative numbers and were unreachable. To ensure the best possible care for your pets and efficient service, we kindly ask that you provide this information during your booking.