August 23, 2017

FAQ

How and when is best to communicate with us?

Office phone hours run 12 – 8pm on weekdays + 12 – 5pm on Saturdays. Sundays office administration is closed except for pre-scheduled visits. Email is available 24/7 but only checked during business hours. Texting is available during office phone hours only. For emergencies please call + leave a voicemail if we’re unable to answer. Rest assured we’ll get back to you as soon as possible.

How do I schedule / book an appointment?

Request a FREE Meet & Greet by filling out an intake form here. Existing clients may request visits through their client portal in TTP here. In order to clarify service requests please expect a phone call or emailed schedule to confirm any details following your initial request. Next Day Service (under 48 hours notice) incurs an extra charge of $5 per visit and remains subject to sitter availability. 

Will I receive any confirmation of my requested appointments?

Yes detailed booking confirmations are delivered via email the weekend prior to your scheduled weeks appointment(s).

What if I need to make a change to my appointment?

Updates are accommodated according to availability. We are happy to do our best and will coordinate whenever possible. Please call if you require any changes within 48 hours.

What are schedule blocks and can I request a specific time?

Schedule Blocks are the windows of time that you can request services within. Scheduled visits are completed within the selected specified time frame. This allows staff + clients flexibility with travel time, last minute requests, extended pet care needs, and sometimes weather delays. Should you need a firm arrival time please let us know in advance so we can schedule accordingly.

Listed below are the time frames available for booking:

  • Early Morning (5:00am-7:00am)
  • Morning (7:30am-10:30am)
  • Mid-Day (11:00am-2:00pm)
  • Afternoon (2:30pm-5:30pm)
  • Evening (6:00-9:00pm)
  • Late Evening (9:30pm-11:30pm)
  • Overnight – Standard (9:00pm-7:00am)
  • Overnight – Extended (7:00pm-7:00am)  

When can I expect my bill and what methods of payment are available?

Pay per visit bookings are due upon arrival; On-going visits are invoiced weekly (Sundays); and Vacation bookings require 50% deposit to secure dates (balance is due upon return home). We currently accept cash, cheques, credit cards + email money transfers to accounting@royaltails.ca.

Existing clients may keep a credit card on file and make payments directly through their online portal dashboard. Cheques can be made out to Charlene Davidson and left out for visit pickup and/or mailed to 6 Park Avenue, St. Catharines, ON  L2P 1R1.

What are my standard visit options, rates and fees?

Please refer to your service quote for rates in your service area.

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