A clear process from inquiry to first booking
No surprises. Here's exactly what happens from your first message to the moment you're reunited with your pet.
Initial inquiry
Tell us about your pets, your location, your requested dates, and the type of care you're considering.
Welcome Guide & Pricing Guide
We send our Welcome Guide and a separate Pricing Guide so you can review our approach, available services, and starting rates before investing time in a meeting.
Complimentary Meet & Greet
We meet in your home, spend time with your pets, review routines and access instructions, answer questions, and determine whether the arrangement is a good fit for everyone. There's no pressure to book on the spot.
Client Agreement & Pet Profile
If you decide to move forward, you'll complete our service agreement, emergency authorizations, home access details, and individual pet profiles.
Care plan & booking confirmation
We confirm your caregiver, dates, arrival and departure windows, service details, and estimated cost. A request isn't confirmed until we issue written confirmation.
Service updates
During care, you'll receive regular photos, videos, and written updates based on the communication plan we agreed on together.
Welcome home
At the end of service, we provide a final update and confirm your pets and home are settled before we depart.
A relaxed, no-pressure conversation in your home
This is one of the most important parts of onboarding. It lets us see your pet in their normal environment and make sure the relationship feels right on both sides. Here's what we typically review together:
Routines & care
Daily routines, feeding instructions, walks, sleep arrangements, and preferred activities.
Personality & behavior
Temperament, triggers, fears, separation concerns, behavioral history, and handling preferences.
Health & safety
Medications, health conditions, mobility limitations, veterinary information, and emergency contacts.
Home access
Alarms, cameras, keys, parking, gates, and household instructions.
Communication
How often and through what channel you'd like updates.
Services & pricing
Requested services, timing, pricing, and any special circumstances.
Please have current care instructions, veterinary details, access information, and any medication instructions available at the meeting whenever possible.
What to expect operationally
Booking
Services can be requested through our secure website form or directly with Alex. Our new client portal is currently in progress. Five days' notice is preferred when possible. Last-minute or same-day requests are subject to availability and may include an additional $25–$50 fee.
Payment
Payment is due within three calendar days after services conclude, and must go directly to Pet Nannies of Austin—not to an individual caregiver. Gratuities are optional and never expected.
Cancellations
Cancellations made less than 48 hours before service begins may be charged up to 50% of the scheduled total. Same-day, holiday, custom-service, or in-progress cancellations may be charged more, since the time was reserved for you.
Holiday care
We work holidays, subject to availability. Holiday fees, deposits, minimums, and stricter cancellation terms may apply and will be disclosed before confirmation.
The next step is a complimentary Meet & Greet
Tell us about your pets, requested dates, location, and the type of care you're considering. We'll review availability, provide preliminary pricing, and schedule a time to meet if it looks like a good fit.