Hutto FAQs

The best thing you can do before hiring a professional pet care provider is to ask questions and research until you find the provider you feel will give your pets the care they deserve and makes you feel the most comfortable.

Most Frequently Asked Questions

How do I get started with The Pet Gal?
To get started, complete our new client form to help us verify that we have sitters in your area with availability and the skillset your pets require.
Why is The Pet Gal's service better than an independent pet sitter?
Independent pet sitters can not offer the reliability, coverage, or security you get when hiring The Pet Gal. With The Pet Gal, you are getting a proven professional pet care company with over ten years of experience and a team that includes based customer support, backup sitters, and a two million dollar insurance policy.
What is a Professional Pet Sitter?
A Professional Pet Sitter is a pet care specialist with pet industry training and certifications hired to provide in-home pet care.
What makes Pet Gals/Guys Superior Sitters?
Each of our sitters must pass three interviews and a criminal background check before hiring. Once in the field, they must maintain a Pet CPR / First Aid Certification and continually attend animal training and behavior classes. Additionally, many are veterinary technicians, animal trainers, or volunteers with animal rescue groups.
Will the same Pet Gal/Guy do all my visits?
Each client is assigned a primary sitter when they are onboarded. We try to schedule the primary sitter for every visit; however, you may need more than one sitter. Even though your sitter may seem like a superhero, they are not always available.
What types of pets do you care for?
We care for all domestic pets, including dogs, cats, birds, fish, guinea pigs, rabbits, mice, reptiles, chinchillas, and even worms.
Where is your boarding facility located?
We are NOT a boarding facility. We are a professional in-home pet sitting company, which means we take care of your pets in the comfort of your home. Our pet sitters live within a five-mile radius of your home.
I had a bad experience with my last pet sitter. Will The Pet Gal provide better service?
We earned our reputation as one of the country’s most reputable pet care companies by putting the care of our clients first.

From our beginning, we maintained an excellent rating and reputation with our clients because we love their pets, and if our service was not right, we made it right.

Are you insured?
Yes, we are insured through the Kennel Pro and carry a 2 Million Dollar policy.
How do you access my house?
The Pet Gal does not take possession of client keys. We access your house using keys stored in a lock box(a) or using an electronic key(b).

(a) We recommend Shurlock lock boxes that can be purchased from The Pet Gal for $25.00 plus tax.

(b) If the client uses electronic locks, key fobs, and garage code access, keys must be hidden on the property or with neighbors in case of power outages or low battery issues.

Pet Sitting Questions

How many visits a day do I need for my pets?
You must decide what is right for you and your pets. For inside dogs, we do a minimum of two (2) visits per day and as many as five (5) visits per day. Most people request three visits each day. It depends on your pet’s needs and your comfort level. Outside pets require a minimum of one (1) visit a day. Crated and confined dogs require a minimum of three (3) visits a day, (2) thirty-minute visits, and (1) 15-minute visit. For cats, we do a minimum of one (1) visit a day.
How many pets are included in your base prices?
All of our prices have been adjusted to include care for one (1) pet.
Can you administer medications?
Yes. We can administer oral medications, thyroid creams, and ointments. We do charge a fee for Sub-q fluids and insulin injections. Several of our Pet Gals and Guys are vet techs.
Can I keep my pet outside?
All pets housed outdoors or with outdoor access must have adequate shelter with access to shade in summer, warmth in winter, and plenty of fresh water. Dogs and cats must have tags and be microchipped.

Dog Walking Questions

What is the importance of daily dog walks?
A well-exercised dog is a happy dog and is, therefore, less likely to display destructive behavior in your home. Also, a refreshing break during the day can help alleviate separation anxiety and provide a much-needed potty break. If you are gone most of the day, your pet is home alone; a daily walk will provide that much-needed attention when you are away.
My dog doesn't walk well on a leash. Can you leash train him?
We can certainly help train them to walk properly using various walking tools (Easy Walk harnesses, dog backpacks, treats, Gentle Leaders, etc.) that all provide positive reinforcement training. We’ve found most dogs that are learning to walk properly on a leash do best when on a consistent walking schedule of at least three days a week.
What time of day will you walk my dog?
We typically will walk dogs mid-day between 11:00 am and 2:00 pm. However, we prefer to start earlier or later in the day during the hot summer months, so your dog isn’t walking on the hot pavement.
Are there any collars you don't like to work with?
Our philosophy at The Pet Gal is positive reinforcement. We will not use a choke, shock, prong, or bark collars. We will gladly suggest an alternative collar that best suits your dogs’ personality, walking style, and behavior.
Do you do pack walks?
No. We provide individual attention and care to each of our pet clients.
What do you do if it's raining?
We’re like the postman; rain or shine, sleet or snow, we’ll be there. We will not walk if there is a torrential downpour, hail, or dangerous lightning. We don’t want to put your dog or our walkers at risk. We also have to take into consideration how your dog feels about walking in the rain. Some love it; others would rather stay indoors.

Company Questions

What is your hiring process?
Each of our sitters must pass three interviews and a criminal background check before hiring. Once in the field, they must maintain a Pet CPR / First Aid Certification and continually attend animal training and behavior classes. Additionally, many are veterinary technicians, animal trainers, or volunteers with animal rescue groups.
How long have you been in business?
Thirteen years. We started in Round Rock, Texas, in 2009 with the company’s owner Susan Anderson.
Are you a franchise?
No, we are family-owned because we feel that is how we can provide the best possible pet care.
How many service areas do you have?
Fourteen service areas! Ten in Austin and surrounding areas. Two in Colorado, Colorado Springs, and Fort Collins. Two in Hawai’i, Kona, and Waikoloa.
How many people are on your support team?
We have a support team of six people. One Leads Coordinator and five Scheduling Coordinators. Working in Texas, Louisiana, Wisconsin, Missouri, and Hawaii.
How many Pet Gals/Guys are there?
We have nearly eighty Pet Gal/Guys spread throughout all the service areas.
Are you insured?
Yes, we are insured through the Kennel Pro and carry a 2 Million Dollar policy.
What if there is an emergency, and my pet requires medical attention?
In the event of pet illness or other medical emergency and the specified vet is unavailable. The pet will be taken to the closest vet or Emergency Care Hospital. We have a company credit card to pay for care if we can not reach our clients. Our portal also has a required field to let us know the max spend for emergency care.
How will I know if my Pet Gal showed up?
We only hire responsible pet professionals. We are EXTREMELY picky about who works for The Pet Gal. To help our sitters do their job properly, we use industry-leading scheduling software that notifies you when your sitter has arrived; shows visit start and end times; tracks walks and transportation services with GPS. Once the visit is completed, the sitter sends an update, including a visit report card and photos for you to review.
Can I book visits directly with my sitter?
No. All visits MUST be scheduled using the client portal. Any visit not made using the portal will not have the protection of our liability insurance, and we cannot guarantee the visit will be scheduled.

Additionally, it puts your sitter in an awkward position, makes them feel uncomfortable, and most likely, will lead to your account being locked.

Should I tip my sitter?
Treat our service as you would any other service. Pet sitters are thrilled to receive monetary appreciation for an outstanding effort. Some clients tip only at Christmas, some a few dollars each visit, some give gifts, or just do nice things for the pet sitter. Nothing is ever expected, but it is certainly appreciated.
How am I billed?
The Pet Gal accepts all major credit cards and debit cards. Invoices are due on the first day of service; however, you may choose to pay partial payments or the total anytime before using the portal or app. We will automatically charge your card if we have not received payment by the first day of service. If a client requests to extend service, they guarantee payment at the same rate for all services at the time of requested change. Although not required, if you wish to tip your sitter, you may select the amount when paying your invoice.
Do you charge weekend fees?
Yes, our sitters enjoy spending time with their families on weekends, and as an incentive to provide pet care on Saturdays and Sundays, there is a $4 per visit surcharge.
Do you charge holiday fees?
Yes, our sitters enjoy spending time with their families on holidays, and as an incentive, there is a time-and-a-half per visit surcharge. The charges apply for ALL visits made on the following holidays: New Year’s Eve, New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, and Christmas Day.
Do you accommodate last-minute requests?
Sometimes, we try to accommodate last-minute requests; however, our sitters’ calenders can book up two months in advance, so we cannot guarantee their availability. As an incentive to rearrange their schedules, we charge a per visit surcharge.

Last Minute Request Fees

  • Same Day: $25
  • Next Day: $15
What is your cancellation policy?

Pet Sitting, Dog Walking and Pet Taxi Service Requests

31 or more hours: No Charge
15 or more days*: No Charge
14 days – 8 days*: 50% of holiday visits
7 days – 31 hours*: 100% of holiday visits
30 or fewer hours: 100% of remaining scheduled visits up to 30 hours

Wedding Pet Attendant Requests

Day of reservation: 50% Non-refundable deposit
0 or more days*: 100% of request
7 or fewer days: 100% of request

*Request(s) falling on a holiday

Holidays
New Years Eve, New Years Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, and Christmas Day.

What is your refund / credit policy?
Cancellation of visits not on a holiday* will be credited to future services ONLY; No Refunds. Cancellation of visits on a holiday* will be forfeited; No credits or Refunds will be given.

*New Years Eve, New Years Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, and Christmas Day.