Here is a list of frequently asked questions.
Q: Why should I use Cool Cats Professional Pet Sitting?
A: Choosing the right pet sitter to care for your furry family member is very important! We offer you a complimentary Meet & Greet consultation. Firstly, this helps to ensure that you and your furry friends are comfortable with us. Secondly, it gives you a chance to ask questions, and learn more about what we have to offer. We are more than just a pet sitting company. Our visits are not based on time like other area pet sitters. Each kitty and small animal has specific needs. Therefore, our visits are based on a flat rate, full service, and the quality is guaranteed! Most importantly, all our sitters have passed a background check and are under our bonding and liability insurance.
Q: Are you insured and bonded?
A: Yes. We carry liability insurance and all sitters are bonded as well through Century Surety Company.
Q: What experience do you have with pets?
A: Lora Rouse, the owner, is certified through the National Association of Professional Pet Sitters. This program teaches first aid and CPR training for dogs and cats, as well as specialized training for birds, chickens, hamsters, guinea pigs, gerbils, fish (salt and freshwater), ferrets, turtles, and iguanas. All of our pet sitters have pets of their own and have a special love for all cats!
Q: How much does a pet visit cost?
A: Visits cost $22 for up to two pets. There is an additional charge of $3 for each additional 1 dog and $1 per additional cat.
Q: What do you do on a visit?
A: Each day your sitter will clean out your kitty’s bowl(s) and give them fresh food and water. After that, we scoop out the litter box(s), clean up any messes we find, and spend some quality time with them to make sure they are happy and healthy. Plus, you’ll get a daily progress report each time we visit (you choose – email or text or both) so you can find out just what your kitty has been up to while you were away! For more details on our services click here.
Q: What happens if my pet has an “accident”?
A: It will be cleaned up to the best of our ability. During our Meet & Greet we will ask you to show us what cleaners you prefer to be used on your floors we will ask that you either leave them out or show us where you keep them. We will do a walk through to check for accidents daily.
Q: What do I need to have prepared before I leave?
A: Please make sure you have left enough supplies such as cat food, cat litter, medications, and treats to last the duration of your trip. Also, please leave out your pet food & water bowls, and any cleaning products in case there is a mess that needs attention. If you are a repeat client, please be sure to inform your pet sitter of any changes in the health or routine of your furry friend.
Q: Do you always visit at the time we ask for?
A: We book your visits within a time frame and will be there during that time frame. However, if your cat needs medicine at a critical time that is when we will be there. During our Meet & Greet this will all be clarified.
Q: How long are your visits?
A: Our visits are normally 30 minutes but you and your pet’s happiness is what determines how long we stay at each home we visit. We promise to stay for as long as it takes to make your pet happy, secure, and comfortable. If your pet needs extra time for whatever reason, we will stay and do whatever it takes to make sure your pet is happy!
Q: What kind of animals do you care for?
A: We care for cats and small animals such as hamsters, gerbils, guinea pigs, birds, chickens, fish(salt and freshwater), lizards/iguanas, and small dogs on a case by case basis.
Q: What information do I need to provide at the initial consultation and is there a charge?
A: Before our first meeting, we will send you a link to our private portal. You will need to fill out your profile completely. We will then have all the information we need about your pets allowing us to spend the consultation time getting to know you and your pets. To get started, click on any “Get More Information” link that you see and we will then start your confidential profile and set up your complimentary free consultation.
We do ask that your pets are up to date on vaccinations. In addition, we need 2 keys so the sitter can have one and the other can be kept in a locked file cabinet at the office in case of emergency.
Q: Can you let me know how my pet is doing while I’m away?
A: Yes! We will send pictures and a written update immediately after each visit. However, you must be registered on our private portal for these updates.
Q: What happens if there is a medical emergency? Is there a form I need to fill out to authorize emergency care?
A: If a medical emergency should occur your pet sitter will follow the emergency instructions you provided in our private portal and try to contact you and/or your emergency contact person immediately. You will be responsible for all vet bills.
Q: I am leaving with very little notice. Do I have to have a Meet & Greet?
A: Yes, unless you have already set up service with Cool Cats there must be a Meet & Greet. After that, it is best to contact us as soon as you anticipate you will need our services to ensure availability. However, if a last-minute need arises, please do not hesitate to call; we may be able to accommodate you.
Q: Do I always have to give you 2 keys?
A: Most clients do give us 2 keys. Ultimately, that is your choice. Please have peace of mind knowing that we are bonded & insured but if your preference is to not provide a key to keep on file there are 2 other options. We can pick up the key one day before your trip begins and drop it off one day after you return. There is a $10 pick/up fee and a $10 drop off fee. If you want to avoid the pick-up and drop-off charges and are truly against giving us a key, we can provide you with a lockbox during the consultation. The fee for providing a lockbox is $30 and you get to keep the lockbox for future visits, however, it is your responsibility to insert the key before you leave.
Q: What if my pet sitter has an emergency while I am away?
A: Firstly, your pet’s well-being is our utmost priority! So, if your pet sitter has an emergency, we will make every effort to contact you for your approval before sending over another qualified pet sitter to take care of your furry family member. If this is not acceptable, you have the right to cancel the current service at no charge to you and make other arrangements.
Q: May I give my pet sitter / dog walker a gratuity?
A: Absolutely! We prefer you to leave cash for your sitter at your home and leave a note so they are aware it is for them. You may also add a gratuity to your bill but taxes will have to be taken out and be reported.
Q: May I book my visits through my pet sitter directly?
A: No, all visits must be booked through our portal or calling our office at (919) 372-5985 or mobile (919) 602-1872. You may also email us at Lora@coolcatsprofessionalcatsitting.com. You may have your sitter’s cell phone number, but please contact the office for bookings and cancellations. As a courtesy to your sitter you can let them know immediately but please realize we do have a cancellation policy and it is not up to your sitter to give you a credit.
Q: What hours do you provide services?
A: Visits are generally between 7:00 am to 7:00 pm. Other times can be arranged for an early morning or late evening fee.
Q: Can I be assured of same pet sitter each time?
A: We prefer to have the continuity of the same pet sitter each time. However, If the sitter is not available then a fully informed substitute sitter will be available for back up and will come by to meet you and your pet at no charge before you leave for your trip.
Q: Do you offer any sort of satisfaction guarantee?
A: Yes! Your satisfaction is our #1 priority! If you are not satisfied with the service provided we will refund your payment promptly. Our goal is to treat you and your pets like we would want someone to treat us and our pets.
Q: Can I have every other day cat visits?
A: We strongly feel that all cats should be visited no less than once every 24 hours. This is or for the health of your cat. If you really feel you have a healthy cat and prefer every other day visits, please talk to us on an individual basis.
Q: What happens in severe weather?
A: Cool Cats requests the name and phone number of a person living nearby that has access to your home. If the pet care provider is physically unable to reach your home due to impassable roads, we will contact that person. Your pets’ health and well-being are our utmost concern and we will contact you as soon as possible to keep you informed of these events. This is only pertaining to snow, ice, hurricanes, and severe storms.
Q: Do you charge a holiday fee?
A: Yes, we charge a holiday fee of $5 per visit on the following holidays. New Year’s Eve, New Year’s Day, Easter, Mother’s Day, Memorial Day, Father’s Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve (all day), Christmas Day. This is a way for us to reward our pet sitters who are giving of their holiday time.
Q: Do you board pets?
A: We do not board pets in our home or provide overnight pet sitters that stay overnight in your home.
Q: When and how do I pay for services rendered?
A: Clients generally pay for our pet sitting services by the first visit of the service period. However, exceptions may be arranged. We accept Cash, Check, Paypal, and Venmo but there is a 3% charge if you are using a credit card through one of these services. It can be left in the home or paid on-line or mailed.
Q: What is your mailing address?
A: Cool Cats Professional Cat Sitting/Lora Rouse, 2519 Beckwith Road, Apex, NC 27523
Q: What is your cancellation policy?
A: Cancellation policy is as follows – We prefer a 24-Hour notice for daily dog walks. However, we do understand that occasionally you may be sick and need to cancel the morning of your walk; in these cases, there will be no charge if you let us know by 9 am.
If you cancel visits more than 3 days in advance, other than holidays, there is no cancellation charge. Within 24 hours of services: Cancellations will be charged full price for the 1st two days. After that, there will be no additional charge.
Holiday Visit Cancellations: Please understand we are very busy for all holiday visits and have to turn down some people and if visits are canceled in the last few days prior to service, we can’t fill those spots. Any cancellation 2 weeks before the visit will not be charged, within 1 week prior to the first scheduled visit, there will be a 50% charge and within 3 days 100%.
Q: Will I get a refund if I come home early?
A: No. For pre-paid services, once service begins, there are no refunds or credits for early returns/last-minute changes. However, it is not unusual for trip plans to change at the last minute and we will be as understanding as possible and will work it out on a case by case basis. Please understand that Cool Cats makes time to carefully schedule all of our clients with qualified loving sitters.
Q: What happens if I did not leave enough food for my pet(s)?
A: We will firstly, notify you that there is not enough food so that you are aware and may have more food in another place in your home. If we do need to make a special trip to purchase food we will be glad to do so. There will be a $10 trip charge plus the cost of the food.
Q: How will I get my key back if I move or discontinue service if you are keeping my keys on file?
A: We will be glad to mail your keys upon your request or you may pick them up. If the key must be dropped off there would be a $10 drop-off charge.
Q: What are your Terms of Service/Policy and Procedures?
A: All of Cool Cats Professional Cat Sitting, LLC’s Policy and Procedures are located on our private portal.
A: Cool Cats Professional Cat Sitting, LLC will safeguard the confidentiality and security of the information we obtain from you. We are committed to protecting your privacy and use the most up to date software through “Time To Pet” to keep your information secure. We use the information we collect for the purpose of your pet’s visits only. It is never re-sold. Any information provided by you to Cool Cats will be stored in a confidential manner.
Q: What should I expect when I return home?
A: You will find happy pets waiting for you and a well-cared-for home! We ask that you call or text us when you return home, so we can be certain you have arrived home safely and we no longer need to care for your pets. Delays often happen; we assume that you have not arrived home until we hear from you. We will continue to visit your pet until you confirm that you are home.
Q: What is your policy on letting cats go outdoors?
A: If your cat is an indoor cat we will not let it outside. If your cat is an indoor/outdoor cat and has free access to the outdoors, that is OK. However, please consider that in this area there are humans, cars, coyotes, and other predators that pose a threat to your cat. We can’t be responsible for the safety of your cat while outdoors.
If your cat is an indoor/outdoor cat but is confined to the house, we will not let him out while we are there, as there is no guarantee that he will return before we leave. We do not want your cat to be left outdoors with no way to get back in.
Q: Do you care for cats that have a contagious illness?
A: No. We care for many kitty’s and take great measures to insure their wellbeing. We can’t take the risk of spreading illnesses to other pets.
Cool Cats Professional Pet Sitting, LLC
Apex, NC 27523
Service Areas: Cary, Apex, Morrisville and surrounding areas