About

Two house keys are collected during the Meet and Greet. They will be marked only by your pet’s name and cannot be traced to your property. We prefer to keep your key along with a copy on file for future care needs. We will not post keys through after our last visit in case you become delayed and we need to return for added visits.

Collecting and then returning keys before and after a booking adds a layer of unnecessary complexity for both you and us. Our employees must be paid for their time and travel to pick up or deliver keys, therefore, we charge for this service for those clients requesting their keys.

Those wishing to have their keys returned have two options:

• A team member will personally pick up or return your keys – Charge: 1 pet sitting visit.
• You may pick your keys up or drop them off from our office – No Charge.

As a regular client using the key holder service you will benefit by allowing us to fast track appointments made at short notice. If you are caught in a meeting, miss a connection or break down, just call and we can walk/feed your pets.

For advance booking of overnight pet sitting, 50% of the total cost of the service is required at the time of booking to secure your pet sitters time. The remaining balance must be paid prior to the commencement of the service by BACS or CC payment.

If you are booking dog walks you will be invoiced monthly in arrears. Payment is accepted by BACS or automatic credit/debit card payment.

We no longer accept cash or cheques as payment.

In regards to all dog walks and adhoc daily pet care visits:

• 0 – 48 hours prior to a dog walk or pet care visit: Payment in full is charged (no refunds).
• Over 48 hours prior to service or more: No charge, refund in full.

In regards to all advance holiday bookings and overnight pet sitting:

• 0 – 72 hours prior to any service, and/or Holidays: Payment in full is charged (no refunds).
• 3 – 7 days prior to service: 30% of service total is due (equals an 70% refund).
• 8 days prior to service or more: No charge, refund in full.

We will discuss how often you would like to hear from us during your Meet and Greet. We are happy to provide updates as much as you would like via email or text while you are away. We also keep you up to date with photos and videos via our Facebook page. Just ‘like’ the Tom and Toto Page and head there to see what your pets are getting up to when you’re away from them.

Yes we work every day of the year! The holidays are our busiest times so do book ahead as soon as you know your travel plans.

Services scheduled on the following public holidays will incur double charges: New Years Day (this includes overnight pet sitting on New Years Eve), Good Friday, Easter Monday, Christmas Day and Boxing Day.

Please call the office on 01603 927272 or email us on [email protected] for any issues or scheduling requirements. Director Sarah and Office Manager Emma are your first point of call for these things. The pet care team are not responsible for scheduling, or updating information. This allows them to do what they do best, care for your pets.