FAQ

What areas do you service?

 

We are based in Beltsville, and keep our territory small so that traffic problems don’t create delays in attending to your pets. We service the following areas:
  • Beltsville 20705
  • Jessup 20794 south of Rt 32
  • Laurel 20707
  • Laurel 20708
  • Laurel 20723
  • Laurel 20724
  • College Park 20740
  • Greenbelt 20770
  • Silver Spring 20901
  • Silver Spring 20902
  • Silver Spring 20903
  • Silver Spring 20904 (east of New Hampshire)
  • Silver Spring 20910 (cats, birds, exotics only)

How much notice do you need to provide pet care services?

 

It is NEVER too early to book us, even a year in advance!. New clients—please try to give us at least one week’s notice, so that we can meet you ahead of time to review care and contracts. Existing clients—book us when you make your hotel, flight, or cruise arrangements. 
 
Our versatile staff of sitters may allow us to help you with last-minute vacation or emergency plans - please call, text, or email and we will do our best to care for your pets.
 
 

Tell me about the first visit.

 

We’ll schedule the consultation visit around your needs. We’ll meet your pets, take a tour of your home to cover food, litter, alarms, locks, and any other home-care particulars.
 
Initial visits last about 30 minutes. Contract paperwork will be reviewed and completed. Our sitters dedicate their time to learning about your pets and your home; you and your pets are assured that all are comfortable with the pet care plan created.

What animals do you care for?

 

Our professional sitters have many years of experience with dogs cats, birds, reptiles, amphibians, aquatic habitats, rabbits, guinea pigs, hamsters, ferrets, and the occasional chicken and horse. Your sitter is chosen based on species expertise.
 
Note that we do not do group dog walks; we keep care visits restricted to just the pets in your home and family. Your pets have long hours alone, and we understand how much they benefit from individual attention as well as the safety of limiting exposure to unknown risks.
 

Do you charge extra for administration of medicines or subcutaneous fluids?

 

No. Our goal is to keep your animals happy and healthy; continuing their scheduled medical care is a standard duty that we have been professionally trained for. We consider it a privilege to share our skills.
 

What is the process for key handling and return?

 

Your keys are kept on file with your sitter for the duration of your trip, with the second set kept in a locked file at the Terrapin Pets office. The second set assures management access in case of pet, home, or sitter related emergencies.
 
Standard procedure is for your keys to be kept on file for ease of future bookings, or lock-out service. Upon request, we can return/pick up keys for $20 per visit.
 
in 2008, we added LockBox Service. We deliver a lockbox to your home a few days before you travel; keys can be placed in the lockbox for your sitter's use during the duration of your trip.
 

What methods of payment are accepted?

 

Payment in full (less your initial visit fee) is due on the first care visit. We accept cash, checks, Visa, Mastercard,  We currently do not accept PayPal, American Express, or Discover due to their higher fees.
 
Any tips included will be passed on 100% to your sitter, and may be left in cash if you prefer to have the office use your credit card for payment.
 
All credit information is processed and stored at the main office only.
 
7/18/09 - Terrapin Pets received their PCI DSS certification to insure secure handling of your credit card information. Please see our Certifications page.
 

What are your cancellation fees?

*Vacation care/travel sits of 5 or more sits require a 10% deposit at time of booking. Cancellations made 8 days or more before schedule sit will receive a refund by check. Cancellations made 7 days or less before first scheduled sit will forfeit deposit.

* Holiday sits - require a 50% deposit at time of booking. Cancellations made 8 days or more before schedule sit will receive a refund by check. Cancellations made 7 days or less before first scheduled sit will forfeit deposit.

*Midday visits - all cancellations must be made by 7AM or full visit fee applies. If we arrive at your home to perform a midday visit as scheduled, and service is not needed, the full visit fee applies.

Our schedulers work 365 days a year, behind the scenes, to create and fill schedules that work for our clients, sitters, and our sitters' families.

 


Are you bonded and insured?

Yes!

NAPPS offers its members access to Professional Liability Insurance and bonding capabilities not available to sitters outside of trade association membership.

 


Are your staff members employees or independent contractors?

As of January 1, 2009, all Terrapin Pets team members performing pet sitting in client homes are employees, and have been transitioned from independent contractors.

Terrapin Pets LLC respects the honor of being chosen the NAPPS 2009 Business of the Year, and considers this award as a leadership opportunity,  in our state and in our industry. Terrapin Pets, LLC complies with all Federal and Maryland labor laws.  

Our employees undergo background checks, as well as skill and reliability screenings. Our employees are covered by all state and federal workplace insurances, including professional liability insurance and bonding.

Our company culture is team-oriented; our sitters are cross trained so that we have skilled, loyal,  employed-not-contracted professionals to care for your pets 365. We all work together, towards the client-employee mutual goal of achieving the award-winning pet care services that you and your pets deserve.

 

 


Tell me about professional certification and organizational memberships!

Certification acknowledges that a pet sitter is a serious professional who has obtained a high level of expertise throught personal study.

Although all sitters within a company may not be certified, it is imperative that the Owner/Operator of a pet sitting firm be committed to continuing education, and be able to impart knowledge received from certifications, from training and from hands-on skills.

Be sure the pet sitting company you choose to care for your most valued possessions - your pets and your home - maintains current certifications for active management!  

Maintaining membership in professional trade organzations such as NAPPS and PSI insures that the owner is aware of industry trends and advancements in pet care, handling and nutrition, pet first aid, business management skills, as well as labor rules, insurance and bonding capabilities

Opportunities to attend annual conferences, and to participate in NAPPS and PSI networking and volunteering are other important aspects of membership.

Contact the trade organizations to verify active memberships.

www.petsitters.org    NAPPS

www.petsit.com           PSI

 

 


Do you work on holidays?

Yes!

We have sitters available 365 days a year; our schedules for holidays do fill up quickly. It's never too early to book service!

An additional  $10  per visit Holiday Fee applies on the following holidays.  Our sitters leave their own families, homes, and pets to care for those of our clients, and they deserve additional compensation for their dedication.

-New Years Day, Martin Luther King Jr. Birthday, Presidents Day, Memorial Day, Independance Day, Labor Day,Columbus Day, Veterans Day, Thanksgiving, Christmas Eve, Christmas Day

 

 


What is "House and Pet Emergency Service?"

More emergencies happen to client homes when they are travelling, as opposed to emergencies happening to their pets. Washing machine hoses burst, plumbing pipes get pinhole leaks, sump pumps back up, HVAC ceases to work, freezer motors die and create rotting food, trees fall and block public access ways…we’ve seen it all and cleaned it all! These type of emergencies require extra time and effort for clean up and coordination of contractor/repair access. 

Response to home and pet emergencies for our existing clients will be invoiced at an hourly rate, and per the standard terms and conditions of our contract.  This includes trips to a market to purchase food for your pets, in addition to the expense of the food.

Tell me about your snow and ice removal policies!

Terrapin Pets will contract with a snow-removal service for a group rate for snow scooping on WALKWAYS AND STAIRS only. If there are 2 inches or more of snow and/or any ice, we will need to arrange for your sidewalks to be cleared and safe in your absence.

1. To remove the safety hazard for our employees, your neighbors, and other services to  use the walks safely.
2. To avoid a fines by the incorporated cities, and homeowner associations.
3. To maintain the appearance that the house is occupied.
Please let us know before your winter travel if you have already arranged for snow removal in your absence. If you request us to arrange for snow removal or do not inform us of your arrangements and we are required to remove snow, you will be charged a $25 fee for each scooping that will be invoiced to you upon your return.
If you would also like your driveway cleared; that can be added for an additional fee.

Do you offer overnight or boarding services?

No, these services are not part of our current offering.


What is your mailing address?

P.O. Box 522

Beltsville, MD 20704