FAQ – Pet Sitting + Dog Walking
Please read through our Frequently Asked Questions by new clients to better understand how the Waggy Tails service works. If you have additional questions, don’t hesitate to contact us.
What areas do you service?
We service the greater Knoxville, Farragut, and Oak Ridge area. Please take a look at our service area map for details.
How long have you been in business?
We’ve been in business since January of 2009.
What are your hours?
We provide pet sitting and dog walking services as early as 6am and as late as 10pm, 365 days per year. When we schedule visits, we schedule a minimum of a 2 hour time frame during which the visit can occur. So our earliest time frame is 6-8am, and our latest is 8-10pm.
Our business hours are 9am-5pm Monday through Friday, and any voicemail received before 2pm will be returned on the same business day. However, we are often checking email in the evenings and on weekends, and email is always the best way to receive a quick response from us.
Are you bonded and insured?
Yes, Waggy Tails Pet Sitting + Dog Walking is covered by a commercial liability insurance policy offered through Mourer Foster and a bond through Business Insurers of the Carolinas. We would be happy to show you proof our policies upon request.
Do you come to my home or do my pets go to your home?
We do not offer pet sitting services in our homes. Our service is offering care in your home. By allowing your pets to stay in your home, you are placing less mental and emotional stress on them. In your home they will be surrounded by familiar sounds, smells, and surroundings.
Who are your sitters and walkers?
Our sitters are all experienced, professional, animal lovers who are employees of Waggy Tails. They are bonded, insured, and background checked, and have been trained in providing excellent care and customer service to our clients – 4 legged and human! They are employees, not independent contractors, and receive on-going training in areas such as pet first aid and advanced care methods. Most of them are current or recent pet parents, and they understand the high level of responsibility placed on them when taking care of your “fur-kids”.
What method of payment do you accept? When is payment due?
We accept Mastercard, Visa, Discover, or American Express through our secure online terminal. We do not accept cash or check.
After reviewing and confirming your request for services, you will be emailed a confirmation invoice. On the Monday prior to your departure date your credit card on file will be charged for services. You will then receive a emailed receipt.
Should I tip my walker/sitter?
Tip are not expected, however as in any service based industry, they are appreciated for a job well done. You may leave a tip by leaving clearly labeled cash at your home, or you can use the gratuity link on your schedule confirmation that allows a tip to be processed through PayPal.
How do you handle keys?
We require two working sets of keys to your home. One set of keys is used by your primary walker/sitter. The second set of keys is kept on file in the office. The second set is used as a backup for emergencies or provided to your backup walker/sitter when necessary.
How do I book or cancel pet sitting visits and walks?
You can request services online 24/7 when you are logged on to our website. Our online scheduling system allows you to easily request visits, cancel visits, and view a calendar of booked visits. We know you lead a life on the go, so we try to make pet care as easy and straightforward as possible!
Will I always have the same sitter/walker each time I book services?
We know what great buddies your pets will become with their pet sitter, so it is always our goal to keep you with your same primary sitter each time you book services. However there will be occasions when you request services when your normal sitter isn’t available, sick, or injured. If this happens, we have plenty of other qualified and experienced sitters for you and your pets needs.
How many times a day will you visit?
The number of visits we come per day is completely up to you! We require at least 2 visits per day for dogs and at least once a day visits for cats. If you would like us to come once, twice, or three times a day, it is up to you. We are flexible! We also offer a great overnight option in which we will sleepover with your pets.
I’m ready to be a client! How do I get started?
Complete our New Client Form to share a little more information about your pets and their care needs. From there we’ll match you with a primary sitter/walker and email you some more information on completing a new client profile and getting signed up for services. Once you’re had a complimentary meeting with your sitter/walker, we’ll be able to schedule your visits!
I still have a few questions …
Please feel free to contact us with any additional questions that we can help to answer! You can also view our full Policies page for more info.