BRH FAQs

What services do you offer?

We offer drop-in visits and dog walking services, and can provide as many as you need per day - whether you are away on vacation or just need a service or two each day while you are away at work. Most pet parents schedule 2-4 services per day, depending on their pet’s needs. We also offer overnight stays - like house sitting.* All of our services are all inclusive and take place in your home.

*These are an extension of our core service that we do try to accommodate, when possible, but they are very limited. For this reason, they are not selectable on our booking portal and must be requested through the office directly. Please reach out to us for more information if you are interested in these services.

What areas do you serve?

We serve Denton, Argyle, Northlake and Bartonville as well as parts of Justin and Roanoke.

What are your rates?

Household Pets: Includes care for 2 pets and applies during normal service hours. Each additional pet is $1 per visit. In some cases, a service longer than 30 minutes will be required for scheduling or to complete all items of care needed. Your Service Provider and/or The Office will discuss this with you if this is the case.

★ 30-Minute Drop-In Visits & Walks - $25
★ 45-Minute Drop-In Visits & Walks - $37.50
★ 60-Minute Drop-In Visits & Walks (unlimited pets) - $50

Farm Animals: Rate includes care for 2 pets. $1 per additional pet per service.

★ 30-Minutes - $25
★ 60-Minutes - $50

Overnight Stays: Includes care for 2 pets. $5 per additional pet per night.

★ 9pm to 7pm - $80
★ 7pm to 7am - $100

What are your service hours?

Normal Service Hours are 7am - 9pm, seven days a week. When available, we work to accommodate hours outside of our Normal Service Hours (6-7am, 9-11pm).

Our scheduling blocks are before dawn, early AM, late AM, mid-day, late Afternoon, early PM and late PM.

Please note, we do our best to accommodate preferred times within the scheduling blocks requested, but there is no guarantee where your services will fall within these blocks.

What are your office hours?

9am-7pm, seven days a week. When your pets are in our care, you have unlimited client support.

Are you open during the holidays?

Yes! Our schedule is open 365 days of the year! We do recommend booking your holiday services as far in advance as possible as they fill up fast!

Are there any extra fees?

Holidays: 22% per primary service. Holiday fees apply NYE & NYD, Spring Break, Easter Weekend, Memorial Day Weekend, 4th of July, Labor Day Weekend, Thanksgiving Break and Christmas Break.

After Hours: $5 per 30-minute service requested and performed before 7am or after 9pm.

Short Notice: services requested 1 day ahead of needed service must be paid in full at the time of approval and will incur a $10 late booking fee +25% gratuity.

Late Payments: Invoices that are left unpaid 3 days after services conclude are considered delinquent and will incur a $10 late payment fee. Invoices that are left unpaid 5 days after services conclude will incur another $10 late payment fee ($20 total). No further service requests will be approved or services performed until payment is submitted. Invoices that are left unpaid 10 days after services conclude will be charged to your card with added late fees and 25% gratuity.

What is TIME TO PET?

This is an online service we use to schedule our clients and manage our calendar. It is also where your service provider will check in after completing each service. There is a mobile site as well as a mobile client app. Both are very user friendly, and the mobile app is especially great for communication. We highly recommend downloading the app to your phone.

How do I book services?

For your first set of visits, please call, email or direct message us on social media. After that, you will be set up on our service application system, TIME TO PET, and can request services anytime using the online system.

How do I request service?

TIME TO PET makes it easy to request services. Once requested, these are sent immediately to the office and queued for approval.

You may also request appointments by sending a message through the portal or by email to BlairsRuffHouse@gmail.com We do not recommend sending your requests by text as these do not as easily get in queue, only go to one person and can easily get lost. Requests that are made the night before service is needed must be sent directly to The Office as submission will be disabled for next day at 7pm.

Will I be able to meet my service provider before they care for my pet(s)?

Absolutely! Meet & Greets are complementary and crucial in starting a working relationship with a new service provider. You must first be setup on TIME TO PET before the office can schedule your Meet & Greet.

Will I always have the same provider?

When you get started with BRH we will try to pair you with 2 Service Providers to help ensure you are always covered. In the event your preferred Service Provider(s) are not available, we will communicate the need to pair someone new and coordinate another meet & greet. Occassionally, things happen that are out of our control. This is part of why we work as a team. In the event your service provider experiences an emergency, an alternate Service Provider will step in and care for your pet(s).

What if I need to book services last minute?

We do our best to accommodate last minute service. Providing we have the availability, the Pet Parent is set up on TIME TO PET and at least one Meet & Greet with a Service Provider has been completed. Our booking site will prompt you to reach out to our office directly for next day requests placed after 7pm. Please keep our normal office hours in mind and that we may not be able to work on your request until we open the next day.

What is the best way to communicate with BRH?

TIME TO PET also makes it very easy for Pet Parents, Service Providers and/or The Office to communicate. Within the portal you will find a conversation tab where you have the option to send a general message, which will reach The Office as well as your scheduled/preferred Service Providers. You can also send a private message, which will reach The Office only. TIME TO PET is by far the best way to communicate with BRH as it keeps all information everyone needs in the same place. This is where The Office and Service Providers will communicate with you and will only use phone/text if it is a time sensitive matter, or we are unable to reach you about said matter in the portal.

When can I expect my service provider to arrive?

When you request an appointment for service you will be given the option to choose a Scheduling Block. These are 2–4 hour blocks. The details of your request and current bookings at the time of your request will determine where your appointment falls within that block. We will do our very best to meet your preferred times and arrive on schedule. Due to the nature of our business, you can expect the possibility of our start time to range between 30 minutes before and 30 minutes after the scheduled time.

How will I give the Service Provider access to our home?

We accept keys and access codes to the door or garage as main forms of access. For access codes, we suggest setting a guest code or a code specifically for BRH providers. For keys, we require the key to be accessible on your property and in a secure location. We recommend using a portable lockbox or hide-a-key box and we do offer options to rent these through BRH should you choose.

What can I expect from a Drop-In Visit/Walk?

Our services are tailored to fit the needs of your fur babies. We will give them plenty of time to do their business and have water, feed them during scheduled feeding times, administer meds on schedule, clean up any messes made to the best of our abilities. We will keep them safe and secure. Should they be on a walk, we will keep them leashed and maintain a safe distance from other dogs, walkers, vehicles and other dangers. We will pick up after them after they go potty, unless otherwise directed when they are in your yard. We will show them patience and understanding as they get to know us and get comfortable with us being in their space. They will most certainly feel special and loved in your absence.

Will you take my dog to the dog park or walk them off leash?

The safety of your pets is our top priority, and these situations can potentially present several issues that are out of our control. For this reason, we will not take dogs to dog parks or take them on a walk or out of your secured yard without a leash and a proper, well-fitted harness and/or collar.

Do you have an Inclement Weather Policy?

Texas brings all the weather, doesn’t it?! For Dog Walking Services, if it’s safe and comfortable for your pet(s), we will walk. We will not walk during heavy rain, lightning or other dangerous weather. We will also not walk in temps over 90. For Drop-In Visits, services will halt in the event of active hail or a tornado warning and will not resume until the threat is lifted. In the event of a winter storm and unsafe road conditions, services will halt until conditions have improved and are safe for our Service Providers to travel.

When and how do I pay for services?

For regular Service Orders your invoice amount is due in full on the last day of service. For Service Orders that require a deposit, your deposit is due at the time of booking and will be charged to your card on file. Once services are scheduled, you have access to the invoice on TIME TO PET so that you can pay it at any time. If you have recurring service, you will be invoiced weekly. Payment for services is quick and easy through our secure portal with your preferred payment method.

What if I need to cancel?

Plans change, things happen, and we totally understand that. We also have to protect our service and providers’ schedules. For this reason, we have set a fair cancellation policy for all parties. Some of our bookings are travel related and some are not. Our cancellation policy applies to all Drop-in Visits and Walks.

★ 2 days (later than 12pm 2 days before) - no charge

★ 1 day (later than 12pm day before) - 50% charge

★ 12 hours (later than 6pm night before) - full charge

Cancellation requests will only be received in the Time To Pet portal. If it is too late

to submit your request within your schedule, you must leave a message in the

portal chat.

What services require a deposit?

To secure a Service Order for services during holidays and Spring Break, a 25% deposit is due at the time of booking. A 25% is also required to secure an Extended Service Order, which has 10 or more services scheduled under one Service Order. These deposits are refundable as credit and can be used toward future services for up to 3 months, providing appropriate notice is given.

Service Orders we require deposits and their refundable windows for are as follows:

★ Extended Service Orders – Must give notice of cancelation up to 3 days prior to services on the days canceled.

★ Easter Weekend, Memorial Day Weekend, Fourth of July and Labor Day Weekend – Must give notice of cancellation up to 5 days prior to services on the days canceled.

★ Thanksgiving Break, Christmas and New Years and Spring Break – Must give notice of cancellation up to 14 days prior to services on the days canceled.

What if there is an emergency with my pet(s) and/or home?

We will attempt to get in touch with you immediately to alert you and determine how you would like to proceed. The Office will also be informed of the emergency and will provide guidance if you are not immediately available and/or additional assistance is needed. In cases of a medical emergency, we may seek guidance from a vet - yours, our preferred vet, Dr. Rochelle at Northlake Pet Hospital, or an ER vet if it is after hours.