What to Expect
What to Expect: Your Step-by-Step Guide to Getting Started
We understand how much your pet means to you, and we take that seriously. Getting started is simple, and every step in our process is designed to ensure we can provide the safest, most personalised care possible for your pet and your home. Here’s exactly what to expect.
Step 1: Get in Touch
When you’re ready to take the first step, click the Get Started button below. You’ll share some basic information about yourself and your pet, let us know how you’d prefer to be contacted, and a member of our team will be in touch to answer your questions and help you find the right care for your family.
Step 2: Set Up Your Time to Pet Account
Once you’ve decided to move forward, we’ll send you a link to set up your secure client account in Time to Pet, the professional platform we use to manage all bookings, communication, and visit updates.
You’ll be asked to fill in details about yourself, your home, and your pet. This is one of the most important steps in the entire process. Your pet can’t tell us what they need, so we rely on you to be their voice. Feeding routines, medications, behavioural notes, quirks, comfort items, things that make them nervous, the more detail you share, the better we can care for them. Every piece of information you provide helps our team treat your pet as if they were our own.
We also recommend downloading the Time to Pet app at this stage:
Step 3: Your Zoom Meet & Greet
Once your account is set up, you’ll be sent a link book a Zoom Meet & Greet with Lorrie, our Office Manager, or Morag, our Owner.
This is a relaxed 15 to 30 minute video call where we’ll:
- Screen-share and review your pet’s profile together to make sure we have every detail we need to provide the best care
- Clarify anything that might need extra context so our team can provide seamless, stress-free care from the very first visit
- Walk you through the Time to Pet app so you can see exactly how everything works from your side
- Show you how to book visits, view invoices, and make payments
- Answer all your questions, no question is too small when it comes to your pet
By the end of the call, you’ll know exactly how everything works and feel completely comfortable with your pet’s care.
Step 4: Your Pet’s Care Begins
After the Meet & Greet, we set everything up based on your needs:
- Routine dog walking? Your regular schedule is locked in and ready to go.
- Vacation care? Your visits are booked for the dates you need. You’ll receive a reminder email five days before with a simple checklist to help you prepare, so everything is smooth and stress-free for both you and your pet.
- Ad hoc visits? You’re all set up and can book through the app whenever you need us.
If you’d like to meet your pet’s primary caregiver before the first visit, just let us know and we’ll happily book a visit for you to meet them. We want you to feel 100% comfortable before we ever walk through the door.
Step 5: Relax and enjoy Peace of Mind – What Every Visit Looks Like
No matter the service, here’s what you can count on with every single visit:
- Your team member arrives within the scheduled window, fully prepared with your pet’s complete care file and your detailed instructions
- They follow your pet’s routine exactly as you’ve outlined, because your pet’s comfort and consistency come first
- After every visit, you receive a detailed note along with photos and/or videos through the Time to Pet app, so you always know how your pet is doing, what they did, and how their day went
- Every visit is GPS tracked and monitored by Lorrie and Morag in real time. If anything is ever off schedule, we know immediately and step in right away, whether that means following up with the team member or sending someone else. Your pet’s care is never left to chance.
This is what you’ll experience every single time. Consistent, reliable, personalised care from a team that genuinely loves what they do.
1. How do I know my pet will be safe in my home?
Great question—and it’s one we hear often. Your home and your pet’s safety are our top priorities, and we’ve built our entire operation around accountability and transparency.
Here’s what sets YPPS apart:
- Our team members are employees, not independent contractors. This means they’re trained by us, accountable to us, and represent our 26-year reputation with every visit.
- Every visit is GPS tracked in real time. Lorrie and Morag monitor our team throughout the day. If anything is ever off schedule, we know immediately and step in right away.
- We’re bonded and insured under company insurance, so your home and possessions are fully protected.
- We’ve never missed a visit in 26 years. Not once. That’s the standard we hold ourselves to.
- Pet First Aid and CPR certified. Every team member is trained to handle emergencies with confidence.
After 26 years and hundreds of five-star reviews, our pet parents trust us with their homes and their most precious family members. We take that trust seriously every single day.
2. What if my pet has special needs, medications, or behavioural concerns?
This is exactly why the Time to Pet setup and Zoom Meet & Greet are so important. We need to understand your pet completely—their quirks, their needs, and what makes them comfortable.
When you set up your account, you’ll share detailed information about:
- Medication schedules and administration (how, when, any special instructions)
- Dietary needs and restrictions
- Behavioural notes (anxious? reactive? needs space? loves cuddles?)
- Health conditions we should be aware of
- Things that comfort them and things that stress them out
Our team is trained to handle all of this. We’ve cared for senior pets, pets with medical conditions, anxious pets, reactive pets—you name it. The more detail you share during setup, the better we can care for them. Your pet can’t tell us what they need, so we rely on you to be their voice.
During your Zoom Meet & Greet with Lorrie or Morag, we’ll review everything together and make sure your primary caregiver understands exactly how to support your pet. If something changes mid-visit, our team knows how to reach out immediately.
3. What if my pet doesn't like strangers or has separation anxiety?
We completely understand this concern—and honestly, it’s one of the reasons pet parents choose professional in-home care over boarding facilities. Your pet stays home, in their safe space.
Here’s how we handle it:
- Consistency matters. Once you’re set up, our team approach ensures your pet receives care from trained professionals who know them deeply. Your pet meets familiar faces regularly, and that familiarity builds trust fast.
- The Zoom Meet & Greet is your chance to discuss this. Tell us about your pet’s temperament, and we’ll talk through strategies to make them comfortable. Some pets warm up immediately; others need a gentle approach. We’re experienced with both.
- Optional introductory visit. If you’d like your pet (and you!) to meet your caregiver before the first official visit, just let us know. We are happy to book a visit for you to meet them so everyone feels comfortable.
- We know how to read pets. Our team is trained to recognize stress signals and respond with patience and calm. We’re not rushing in; we’re creating a peaceful experience.
Many of our most anxious pets end up looking forward to visits. The trust builds naturally when someone is consistently kind and gentle.
4. Do you use flexi-leashes?
No, we don’t. We use secure, fixed-length leashes for every walk. Your pet’s safety is non-negotiable, and we’ve made leash safety a core part of how we operate.
5. How does the Time to Pet app work?
Time to Pet is the professional platform we use to manage everything—bookings, communication, and visit updates. It’s secure, easy to use, and puts you in complete control.
Here’s what you can do in the app:
- Book and manage visits – Schedule walks, vacation care, ad hoc visits, whatever you need
- Receive detailed visit notes – After every visit, your team member submits detailed notes about what happened, how your pet was, and photos/videos
- View invoices and make payments – Everything is transparent and organized in one place
- Message your team – If you have a question or need to communicate something, you can message through the app conversation feed
- Access your pet’s profile – All the details you shared during setup (medications, routines, behavioural notes) are stored securely here
During your Zoom Meet & Greet, Lorrie or Morag will walk you through the app so you see exactly how everything works from your side. We also recommend downloading the mobile app so you can check in on visit updates anytime.
It’s straightforward, professional, and designed to give you peace of mind.
6. What happens during the Meet & Greet, and is it really necessary?
Yes, it’s really necessary—and it’s one of the reasons YPPS stands out from other pet care services. Most importantly: no visits will be booked or approved until your Meet & Greet is complete. This is non-negotiable.
Your 15-30 minute Zoom call with Lorrie or Morag includes:
- Screen-sharing your pet’s profile – We review all the details you’ve entered together to make sure we have everything we need
- Clarifying special instructions – If your pet needs specific handling, has quirks, or has medical needs, we talk through exactly how to support them
- Walking through the Time to Pet app – You’ll see how to book visits, view updates, and communicate with the team
- Answering all your questions – Seriously, no question is too small when it comes to your pet. We want you to feel 100% confident before we ever walk through your door
- Building that trust connection – You get to meet the person overseeing your pet’s care and ask them anything that matters to you
Once the Meet & Greet is complete and you feel confident moving forward, we’ll get your visits scheduled and ready to go. This call ensures that every team member who visits your home has the full picture of your pet’s needs. It’s the foundation of the quality care you’ll receive.
7. What if I need to cancel or reschedule a visit?
Life happens! Cancellations and rescheduling are handled smoothly through the Time to Pet app.
For specific policies on cancellation windows and any associated fees, check your service agreement or reach out through the conversation feed in the Time to Pet app. We monitor it closely and will get back to you promptly. We’re flexible and fair—just let us know as soon as you can.
8. What are your service areas?
We proudly serve Newmarket, Aurora, Sharon, and Holland Landing, Ontario.
If you’re just outside these areas and wondering if we might be able to help, feel free to reach out through the Time to Pet app—sometimes we can make exceptions depending on location and scheduling, and we’ll let you know.
9. Do you care for cats? (Or rabbits, ferrets, birds, etc.?)
Yes! We care for all legal family pets—not just dogs.
Our experience includes:
- Dogs and cats (of course!)
- Rabbits, guinea pigs, and rats
- Ferrets and other small animals
- Birds and fish
- Tortoises and reptiles
- Basically any pet that’s part of your family
If you have a pet that’s not on this list, reach out anyway through the Time to Pet app. We may be able to help, or we can point you toward someone who can.
10. How are you different from app-based pet care services like Rover or Wag?
This is an important distinction, and we’re glad you’re asking.
App-based platforms connect you with independent contractors—people who may be caring for your pet one day and someone else’s pet the next, often using their personal vehicle and managing their own schedules. There’s convenience, sure, but there are real trade-offs:
Here’s what you get with YPPS:
- Our team members are trained by us and accountable to us. They’re employees, not contractors. We hire them, train them, and hold them to our standards every single day.
- 26 years of experience and accountability. We’re not a platform—we’re a local, professional pet care company with deep roots in the community and a reputation that matters to us personally.
- GPS tracking and real-time monitoring. Lorrie and Morag know where our team is at all times. If anything is off schedule, we step in immediately.
- Consistent, reliable care. Your pet receives care from a trained team of professionals who know them deeply.
- Detailed communication. Photos, videos, and detailed notes after every visit—not just a quick checkbox.
- Bonded and insured under company insurance. Your home and your pet are fully protected.
- Pet First Aid and CPR certified. Every team member is trained to handle emergencies.
- Veterinarian recommended. Local vets trust us with their own pets.
- 100% 5-star reviews. Never missed a visit—ever.
We’re not here to bash other services, but we are here to help you understand why professional pet care—real, local, accountable pet care—is worth the investment in your pet’s wellbeing and your peace of mind.
11. What if something goes wrong during a visit?
We have protocols in place for every situation.
If your pet becomes ill, injured, or shows any sign of distress, our team member will:
- Contact you immediately to inform you of the situation
- Follow any emergency instructions you’ve outlined in your pet’s profile
- Contact your veterinarian if needed
- Keep Lorrie and Morag informed in real time
Your pet’s health and safety are never left to chance. We’re trained, we’re insured, and we take emergencies seriously.
12. How do I prepare for my pet's first visit?
Great question! We’ll send you a reminder email five days before your first visit, but here’s the key: all instructions should be updated directly in the Time to Pet app, preferably a few days before your visit. This gives our team members a chance to review everything thoroughly and ensures nothing gets missed.
In the TTP app, you can:
- Update your pet’s routines and any changes to their care
- Note any special requests or things to watch for
- Add medication reminders or new dietary information
- Flag anything that’s changed since your Meet & Greet
This way, everything is documented, tracked, and our team comes prepared with the complete picture of your pet’s needs. It’s one of the reasons we deliver such consistent, personalised care.
13. Will it always be the same person coming to look after my pet?
At York Professional Pet Sitting and Dog Walking, we pride ourselves on our team approach. Our team are all employees and not independent contractors. We are dedicated dog walkers and pet care professionals who have you and your pets’ best interests at heart.
Our team concept offers unmatched benefits, including:
- Enhanced accountability – Every team member represents our 26-year reputation and our commitment to excellence
- Wider availability – A team approach means we can fit your schedule better and offer reliable coverage, even when unexpected situations arise
- Peace of mind in emergencies – If your regular team member is unavailable, you have backup care from other trained, certified professionals who know your pet’s profile inside and out
- Expertise and consistency in approach – While the person might vary, the quality of care and attention to detail never does. Every team member follows your pet’s profile to the letter
This is fundamentally different from app-based services where you might get a different contractor every time. Our employees know our standards, share our values, and are committed to treating your pet like family—every single visit.
14. How do I get started?
Ready to give your pet the YPPS experience? It’s simple:
- Click “Get Started” and share basic information about yourself and your pet
- A team member will be in touch to answer your questions and help you decide on the right service
- Set up your Time to Pet account with all the details about your pet’s care
- Schedule your Zoom Meet & Greet with Lorrie or Morag
- Once your Meet & Greet is complete, your visits will be booked and ready to go
- Your pet’s care begins! You’ll receive detailed updates after every visit
All communication goes through the Time to Pet app conversation feed.This keeps everything organized, documented, and ensures your messages are seen promptly by both Lorrie and Morag. If you have any questions please fill out the form on our Contact page (link) and we’ll get back to you as soon as. possible.
Five Simple Steps to Complete Peace of Mind.
Every step in our process exists for one reason: your pet. The time you invest in sharing their details, joining us on a Zoom call, and getting set up in the app all translates directly into the quality of care they receive, every visit, every day.
We’d love to welcome you and your pet to the YPPS family. We’ve been doing this for 26 years, and we’d be honoured to earn your trust too.
Have questions first? We’re always happy to help.