FAQ
How much advance notice is required to schedule a caregiver?
Our online booking system requires a minimum of four hours, however, we can sometimes accommodate shorter notice. Please contact us at (877) 4-HUGSWAGS (448-4792) or at
What hours are HUGS + WAGS caregivers available?
Please see our booking calendar for the availability of each caregiver, but typically 7:00 AM to 11:00 AM, seven days a week.
May I request a specific caregiver?
Each individual caregiver manages their own schedule. Please see our booking calendar for the availability of each caregiver.
What is your cancellation policy?
Refunds are only issued for reservations cancelled at least 48-hours prior to the scheduled start time. No refunds for no-shows, early returns, or unused time.
What happens if the weather makes travel delayed or impossible for the caregiver?
You will be immediately notified by text or phone of the situation.
Will you care for my children or pet at a private event we attend?
In most cases, yes, providing you remain onsite and the children are of appropriate age. Please contact us for more information.
Can I extend care past my scheduled return time?
In most cases it is not possible due to conflicts in scheduling. If you need more time you MUST contact your caregiver in advance to determine if extending your appointment is possible. Late fees apply - see below. Please keep in mind that things in Big Bear often move a little slower...
Is there a late fee if I return past my scheduled return time?
Yes, a late fee of $75 per hour, billed in 15 minute increments, will apply for services extending more than 10 minutes past your scheduled return time. Why is our late fee $75 per hour? We want to provide excellent service and ensure on-time arrival to all appointments, so we strongly encourage our clients to stay within their scheduled appointment window. We greatly appreciate your cooperation!
When choosing daytime or evening Pet Care Visits, what time will the caregiver visit my pet?
You choose the start time for your first visit and we will schedule the remaining two visits throughout the day, spaced apart accordingly. Most clients choose between 8:00 - 11:00 AM for their first visit. If choosing only a single daytime or evening visit, simply select the starting time of your choice.
Do you offer overnight Pet Care service?
Yes, please see our booking calendar for availability. The overnight rate covers the pet sitter's time between the hours of 10:00 PM to 6:00 AM only.
Will I receive a refund if I cancel my reservation?
Refunds are only issued for reservations cancelled at least 48-hours prior to the scheduled start time. No refunds for no-shows, early returns, or unused time.