Frequently Asked Questions
Quickly search for your question!
How do you register as a new client?
- Create your account in our online portal by visiting the Book Now page. This is where you can explain care details, see and pay your bills, and schedule your sits.
Fill in all the relevant profile information for both the My Info and My Pets sections under the Petcare tab.
Request a free New Client Initial Consultation and your sits on the My Schedule tab.
Do you send pictures?
Yes! After every sit, you will receive an email with a link to a Pet Care Journal that will include photos taken by your sitter during their visit. Pet Care Journals also include a checklist and a written update. It is through these journals that your sitter will relay your cat's latest antics and cutest moments, as well as reach out to you with any care questions.
When do you visit?
Early Morning* - 6:00 - 9:00 a.m.
Morning - 6:00 a.m. - 12:00 p.m.
Afternoon/Evening - 3:00 - 9:00 p.m.
Late Evening* - 6:00 - 9:00 p.m.
Anytime - some time during our service day (6:00 a.m. - 9 p.m.) that fits your sitter's schedule, making an effort to arrive within the same service window each day.
Overnights - 8 hours guaranteed, typically occuring between the hours of 8:00 p.m. and 9:00 a.m.
I need a pet sitter last minute - are you open?
Yes, it is likely we are! We keep times open, so we are available for last minute New Client Initial Consults and cat sitting services. However, please be aware that last-minute bookings (any sit scheduled within 48 hours of the beginning of the requested service window) will include a $10 surcharge and we charge for the Initial Consult ($25 because we often have to rearrange schedules to accomodate). However, we will get moving to find you a great sitter-even last minute!
What do you do during a cat sit?
We will feed your kitty, change the water daily and scoop litter with every sit, along with additional other small chores you may need (take out trash, rotate the lights, pick up mail, etc.) For a 30-minute sit, this takes ~10 minutes or less, unless medication needs to be administered. Then we focus on making your cat feel special for the remaining time left in the sit. We will play with them, brush them, pet them, have lap/chest time- anything to make them happy. For overnights, we will stay for at least 8 hours. Overnights include evening and morning feedings, litter, and play time.
Do you have insurance?
We are insured and bonded through Pet Sitters Associates and are a member of Pet Sitters International (PSI), a professional pet sitters organization.
What medical services do you provide?
We can administer pills, inhalers, transdermal ointment and liquid oral medication for an additional fee per sit (visit the Our Services page for details). We can add medication to food at no extra cost. We do not offer diabetic injections or sub-q fluids, but will gladly provide you with contact information for a few local vet techs we trust that may be available to help. You can find their direct contact information on our Veterinarians page.
Do you have staff?
Yes! We have an incredible team of sitters that cover our San Francisco and East Bay territories. Visit the Team page to learn more about them. These paw-some individuals have years of experience volunteering at shelters, owning cats themselves, and even working with other cat sitting companies. All of our sitters are employees of Precisous Fur and have been background checked, bonded, insured and trained.
What is your service area?
We service many neighborhoods in San Francisco and the East Bay (including Oakland, Berkeley, Alameda, Emeryville, and Rockridge/Piedmont). Please view our service area map for specific details.
What are your business hours?
We visit our clients 24/7, 365! However our standard office hours are: Monday-Sunday 9 AM to 6 PM. We will return all messages the same day. Please visit Contact Us for our contact information.
Do you recommend any local vet services?
Yes! We recommend businesses that have been personally used by Precious Fur staff and clients. Please visit the Community & Resources page for a complete list of recommended businesses and partners.
What can I do from my account?
In short? Everything!
Read your Pet Care Journals
View upcoming scheduled services
Request future services
Update all your information so we have the most up-to-date info available
View your invoice and pay with credit card or ACH bank transfer
Add a picture of your pet
Send us a message
Change your password
Review the help page if you have any questions on how to manage your account
Am I able to add or change information in my account?
Not only is it paw-sible; we recommend it every 6 months or any time something changes! The most important sections to review are Home Access in My Info and pet medication instructions in My Pets. You are able to manage your profile details from your account anytime. Simply log in using your email address and password, navigate to the area where you need to make changes or additions and update as needed. Be sure to save before leaving each page. If you need to update your email address, please send us a message to let us know. Because it is used to access your account, it is the only item we would have to update for you.
Do you have a referral program?
We do! There is no greater compliment than when our valued clients refer us to friends and family. To show our appreciation, we have a Re-FUR-All Program: Give a Sit, Get a Sit. Simply have your friends enter your name when creating a new account or mention it during their New Client Initial Consult, and you both get credit for a free 30 minute sit!
What actions are you taking in response to COVID-19 to ensure the safety of clients and sitters?
The health and well-being of our clients, staff, and greater community are of the utmost importance to us. Each sitter choosing to take sits has been trained in our safety protocol and is provided with PPE on an on-going, as needed basis.
Do you charge extra on holidays?
There is an additional $10 surcharge for every service scheduled on a holiday in order to pay our sitters an appropriate holiday wage. These holidays include: New Year's Day, Martin Luther King Jr. Day, President's Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve. For more information on our fees, please visit the Our Services page. .
When are payments due?
We request that invoices be paid no later than the first day of the sit, if possible. If you have a unique circumstance and need to pay at a different time, please reach out in advance of your departure.
What is your cancellation policy?
Cancellations are fully refundable if made more than 24 hours before the scheduled sit window begins. Cancellations made less than 24 hours before the scheduled sit window begins will not be refundable (all sitters have already planned their days around the sit!) Thank you for understanding!
How do you accept payment?
We accept credit cards and ACH bank transfers for payment through your account.
Do you charge extra for more cats?
We do not. Our sit rates are the same whether you have 1 or 4 or more! However, the time your sitter will spend taking care of basic needs may increase if you have more cats, leaving less time for additional pets, loves, and playtime. If you have more cats, you may want to consider scheduling a longer visit or more than one in a day.
How can I tip my sitter?
There is an opportunity to add a tip at the time of invoice payment. However, if you'd rather wait to tip until you get home, or forgot to do so earlier, you can make a tip-only payment. Simply log into your account, select "make a payment" under the billing menu and proceed from there.
How do I schedule services?
Log in to your account using your email address and password and click on the blue +Request New button from the Dashboard. Or, you can navigate to the My Schedule tab and click on the blue +Request Service button or selecting the date you'd like services on the calendar shown and scheduling from there! You will receive an automated email confirming your services once your request has been processed and is scheduled in the system.
How far in advance do I need to schedule?
We are able to accommodate scheduling however far in advance as you can plan! We prefer you book early and cancel instead of booking last minute. There is no fee to cancel if you do so more than 24 hours prior to the beginning of your scheduled service window. At least 2 weeks in advance is ideal for scheduling, especially if you are a new client or if you are a current client who does not keep keys on file with us. We also recommend booking well in advance of holidays and Spring and Summer breaks, as demand tends to peak at those times.
Will it always be the same person who takes care of my cat?
We take sitter consistency very seriously and make every effort to assign the fewest number of sitters possible for a single client's trip. However, there are situations when it is simply not possible to schedule one sitter. You are always able to see who is scheduled for each visit of your trip by looking at your schedule in your account.
Can I request a specific sitter?
Absolutely! Our sitters love learning how much you and your fur-babies love them. However, be aware that although you are welcome to request a specific sitter, there is no guarantee that their schedule will be able to accommodate your sit requests. We can, however, guarantee that you'll receive top-quality service with any Precious Fur sitter that visits your home. We make every effort to schedule regular sitters with clients.
What options do I have regarding keys?
There are 3 options:
If at all possible, our preference is a keyless entry arrangement, meaning that the sitter will not need to bring keys to gain entry. This option could include a concierge, a masterlock, or a coded door.
The next best option is to provide Precious Fur with two sets of entry keys (door and other, if necessary) to retain on file. This is most easily accomplished at your New Client Initial Consult. If you are unable to provide 2 sets, our staff can have a duplicate set made for you for a $25 fee.
Schedule a $15 key pick-up service and a $15 key drop-off service with every sit. Your sitter will coordinate times to pick-up and/or drop-off your keys.
What happens to my keys when you keep them on file?
When we receive your keys, they are tagged with a random system code, unrelated to your name or address. They are then stored in our secure key file at our area office. This is our preferred method of key management because it means that we are able to visit just as soon as you schedule. There are no additional fees or meeting times to coordinate. We know that clients can sometimes require a visit unexpectedly and even when planned, trip prep can become hectic. Leaving keys on file makes things much simpler all around.
Why do I need to provide 2 sets of keys?
Short answer: We care about safety. Your assigned sitter will have a set of keys on their person, but in the event of an emergency, we want to be sure we are able complete our visit. We don't hold the sets of keys together; one will be with the sitter and the other is locked in our secure key file at the area office. If you are unable to provide 2 sets, our staff can have a duplicate set made for you for a $25 fee.