BRH FAQs

What services do you offer?

We offer Drop-In Visits, Dog Walking Services, and Farm & Ranch Animal Care—all designed to meet your animals’ unique needs. Whether you’re away on vacation or just at work for the day, we can schedule as many visits as needed. Most pet parents book 2–4 visits per full day depending on their pets’ routines. Our services are all-inclusive and take place in your home—or on your property—so your pets and livestock stay comfortable in their own familiar environment.

What areas do you serve?

★ Argyle

★ Northlake

★ Denton

★ Justin

★ Ponder

★ Sanger

★ Bartonville

★ Flowermound

★ Lewisville

★ Roanoke

★ Trophy Club

What are your rates?

All rates are per service

★ 20-Minute Drop-In Visits, Strictly for cats, indoor birds and reptiles - $22
★ 30-Minute Drop-In Visits & Walks - $25
★ 45-Minute Drop-In Visits & Walks - $37.50
★ 60-Minute Drop-In Visits & Walks - $50
★ 30-Minute Farm Visit - $25
★ 60-Minute Farm Visit - $50
★ 2 Hour Play-Dates - $85

Our rates include care for 2 pets and apply during normal service hours. Each additional pet is $1 per visit. There are no extra pet rates for 60 Minute Services. 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.

What are your service hours?

Our Normal Service Hours are 7:00 a.m. to 9:00 p.m., seven days a week. When availability allows, we also accommodate Extended Hours—from 6:00–7:00 a.m. and 9:00–10:00 p.m.—for clients who need care outside our normal schedule. We organize visits into Scheduling Blocks to help with route planning and consistency:

★ Before Dawn

★ Early AM

★ Late AM

★ Midday

★ Late Afternoon

★ Early PM

★ Evening

★ Late PM

Please note that while we do our best to honor preferred times within your selected block, exact visit arrival cannot be guaranteed.

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.

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?

Our scheduling system, Time To Pet, makes it easy to request services. Once your request is submitted, it’s sent directly to The Office and placed in queue for approval.

You can also request appointments by:

● Sending a message through the Time To Pet portal, or

● Emailing us at BlairsRuffHouse@gmail.com

We do not recommend sending requests by text, as texts only go to one person, are not added to the scheduling queue, and can easily get overlooked.

Next-Day Requests: Service requests for the following day must be requested in the portal before 12:00 p.m., as next-day submissions are disabled in the portal after that time. Should you need to request services after that time, please send your inquiry directly to the office.

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 customized to fit your pet’s individual needs. Each visit includes attentive care and plenty of love to help your pets feel safe, comfortable, and happy while you’re away.

During a visit, we will:

★ Give your pets ample time to relieve themselves and refresh their water

★ Feed them according to their regular schedule

★ Administer medications as needed and directed

★ Clean up any messes and pet waste in your yard to the best of our ability

★ Keep them safe and secure at all times

For walks, your pets will always remain leashed and supervised, with a safe distance maintained from other dogs, people, and traffic.

Above all, we’ll approach each visit with patience, understanding, and affection, helping your pets feel special, cared for, 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 sure brings all the weather, doesn’t it?! Safety is always our top priority—for both your pets and our team.

For Dog Walking Services, If it’s safe and comfortable for your pet(s), we will proceed with walks. However, we will not walk during:

★ Heavy rain or lightning
★ Dangerous weather conditions
★ Temperatures over 90°F

If your walk is scheduled during a time you will be away from home and cannot be completed due to inclement weather, we can convert the service to a Drop-In Visit. For Drop-In Visits: Services will temporarily pause during active hail or a tornado warning and will resume once the threat has passed. During winter storms, if road conditions become unsafe, services will also pause until travel is safe for our Service Providers. Rest assured, we’ll always communicate with you if weather impacts your scheduled visits or requires adjustments.

When and how do I pay for services?

For regular Service Orders, payment is processed automatically using your preferred payment method on fi le. Auto payments run two (2) days after services are complete. You will receive an email notification before your invoice is processed so you know the exact amount and date.

If your Service Order requires a deposit, it will be charged 1-2 days after the time of booking to the card on fi le. You will receive an email informing you of the deposit amount and date it will run and you will also receive a confi rmation when the deposit is charged.

Once services are scheduled, you can view your invoice anytime through the Time To Pet portal.

For clients with recurring services, invoices are generated weekly, and payment will be automatically processed following each completed service week.

Our secure portal makes managing invoices and payments quick and easy!

What if I need to cancel?

We understand that plans change, but we also need to protect our providers’ time and schedules. To keep things fair for everyone, we follow a clear cancellation policy for Drop-In Visits and Dog Walks:

★ Cancel more than 2 days before (by 12 p.m.) – No charge
★ Cancel 1 day before (after 12 p.m.) – 50% charge
★ Cancel within 12 hours (after 6 p.m. the night before) – Full charge

Cancellation requests must be submitted through the Time To Pet portal. If it’s too late to cancel through the schedule directly, please leave a message in the portal chat so we can confirm receipt.

What services require a deposit?

A 25% deposit is required to secure:

★ Holiday and Spring Break Service Orders
★ Extended Service Orders (10 or more services under one Service Order)

Deposits are refundable as credit toward future services for up to 3 months, provided cancellation notice is given within the appropriate time frame:

★ Extended Service Orders – Notice at least 3 days prior to the first affected service day
★ Easter, Memorial Day, Fourth of July, and Labor Day Weekends – Notice at least 5 days prior
★ Thanksgiving, Christmas, New Year’s, and Spring Break – Notice at least 14 days prior Deposits help us reserve space for your pets during our busiest times while ensuring fairness to both our clients and our team.

Deposits help us reserve space for your pets during our busiest times while ensuring fairness to both our clients and our team.

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 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.

Have more questions? Shoot us a message!