Frequently Asked Questions
Welcome to our frequently asked questions page where we constantly update the site with new questions we receive from our clients. If you don’t see your exact question below or would like to speak to a live person about your particular requirements then please call (603) 553-4243
How does a new client set up an account?
Please go to Precise Petcare – Click “create a new account” located at the bottom of the page.
– Once you have chosen a username and password, you will get a message saying you have “successfully registered”.
– Click “Click here to access Top Dog Pet Sitting & Dog Walking”.
– Please enter your contact information to the Petcare > My Info page.
– Also please add your pet’s information to the Petcare> My Pets page.
– You may then schedule your requested visits and pay invoices via the software.
* You can also check out the Precise Petcare software instruction manual at Client Manual or by clicking “help” after you have logged in.
* Please keep in mind that it is the client’s responsibility to update their client information including emergency contact info and pet details (including health, behavior, feeding, etc.) Sitters/walkers need these detailed instructions to provide the best care for your pet.
How do I schedule an initial meeting with a walker/sitter?
Once you have set up a client and pet profile we will schedule a meet & greet with one of our wonderful pet care providers. During this meeting, you and your pet will have a chance to get to know your sitter/walker and familiarize them with your pet’s routine, health, medical history and any special needs they may have.
*Please take into account that the initial meet & greet, online set up and key exchange must occur prior to the start of any service.
*Please have two copies of your house key to give to walkers or sitters at meeting, as well as a copy of your pet’s rabies certificate.
Are you insured and bonded?
Yes, all of the Top Dog pet sitters and dog walkers are insured and bonded through Pet Sitters Associates.
How do I schedule/cancel services?
We ask clients to schedule reservations through our online scheduling software, Precise Petcare.
Weekly dog walking clients need to get their requests in by Friday for the following week.
Reservation requests are approved and confirmed via Precise Petcare within 24 hours. You will receive an email confirmation for the requested service when it is approved.
*Reservations must be made directly with the office via our online management system Precise Petcare or you may email us at firstname.lastname@example.org. If you do not have internet access, you may also call in your request to (603)553-4243.
**Please do not contact your walker or sitter for any scheduling changes. Reservations, scheduling changes or cancellations cannot be scheduled with sitters or walkers.**
What is the cancellation policy?
At Top Dog, it is very important to us that we take great care of not only our clients but our valuable employees as well. Our cancellation policy ensures fairness to all involved.
*Weekday dog walking service cancellations must be received 48 hours prior to the scheduled service.
*Weekend pet care service cancellations must be received 72 hours prior to the scheduled service.
*Vacation and holiday pet sitting service cancellations must be received 7 days prior to service.
A 50% deposit is required at the time of booking to hold your vacation, overnight and holiday pet sitting service. The balance is due the day after the last day of service.
*Clients will be charged for the scheduled service, if the cancellation was received after the cancellation deadline.
**Please note that our cancellation policy does not apply in the event of extreme inclement weather, as long as the cancellation is received prior to 9:00am for same day cancellations.**
What is the key policy?
Weekly dog walking clients – Please have two working copies of your house key to give to your walkers at time of the meeting.
Pet sitting clients – Please have one working copy, unless two sitters have been assigned to care for your pets, then please provide two copies.
* Please check the keys in the locked and closed door to be sure they work.
* If you do not have the copies to give to us at this time, we would be happy to arrange a key pick up at a later date for a $10 fee or we can make a copy for an additional $10 fee.
Do you visit on holidays?
Although we provide year-round service, the following holidays must be requested in advance and there will be a $10 holiday surcharge per visit. We consider the following to be our business holidays: New Year’s Day New Year’s Eve Christmas Day Christmas Eve Easter Memorial Day Labor Day Thanksgiving Independence Day.
How can I pay?
Payment is due as services are rendered. Regular weekly clients are invoiced via email each Friday for accrued services and payment is due upon receipt. Auto-pay is offered and suggested and will be deducted each Sunday. Pet sitting services require partial payment or payment in full in advance. Regardless of service, a card is expected to be placed on file with Top Dog. Payment via credit card can be made through Precise Petcare.
What are your hours?
OFFICE HOURS: Monday – Friday 9am – 4pm and Saturday & Sunday – Closed
DOG WALKING & PET SITTING HOURS: 7am – 9:30pm 365 Days Per Year
Is your staff made up of independent contractors or employees?
Our staff is made up of trained employees, not independent contractors, which is the industry standard. We carefully vet our staff, we invest in our staff and we thoroughly train our staff, so we retain quality and exceptional employees. Staffing with properly trained employees means that we are able to offer our clients reliable, trusted and loving pet care that is consistent and dependable.
What happens if my pet requires emergency medical treatment?
In the event of an emergency where your pet requires immediate medical attention, we will do everything possible to obtain the proper treatment for your pet in a timely manner. In the event that we are unable to contact you in a timely manner, we reserve the right to make medical decisions on your behalf for the care of your pet. You will be responsible for any veterinarian bills that result from your pet getting needed medical attention.
Do you offer visits/walks in inclement weather?
Absolutely! Your dog needs to go out (and your kitties need their visits) regardless of the weather, so we are well prepared with all weather gear, and will be ready for rain, cold, snow, heat or anything New England weather has to throw at us. If your pup is not fond of walking in the rain, we will go out for a quick potty break and spend the rest of the time playing indoors, or we can shorten the visit length per your request.
Please be sure to leave a towel out so we can dry your pup off.
Please also be sure that your driveway, walkway and stairs are clear of ice and snow and that they are accessible and safe for your walker or sitter to drive and walk your pups on. If possible, please leave a shovel, sand or salt (pet safe of course 😉 in a place that is accessible for your sitter or walker. In extreme weather, blizzards, thunder & lightning storms, etc. services may be modified for the safety of our staff and your pup.
*** Please note that our cancellation policy does not apply in the event of extreme inclement weather, as long as the cancellation is received prior to 9:00am for same day cancellations.
How will I know the time my pet was visited and how long the sitter/walker stayed?
Our walkers/sitters will always send you a detailed update and picture via text or email immediately after each visit, telling how your pet is doing, how the visit went and if your pet relived himself, ate his food or treats, drank water, etc. Our walkers/sitters also check in and out via our software, so the location, arrival and departure time at your home is recorded at each visit.