Pet Sitting FAQ

Frequently Asked Questions

Getting Started & Meet and Greets

Let’s set up a Meet and Greet! Wait, what’s a Meet and Greet?

A complimentary initial consultation is required before we begin services. We will send you onboarding digital documents to fill out beforehand so the visit goes smoothly and efficiently. This "Meet and Greet" allows you to meet a member of our team, ensure our services are the perfect fit, and provides time for us to interact with your pet in your presence.

There is no charge for this consultation! During the visit, we will:

Get to Know Each Other: Introduce ourselves to you and your pets to make sure it’s a great match for everyone. Think of it as us interviewing each other!
Verify Key Details: Confirm pertinent details like vet info, emergency contacts, billing, and special care routines.
Confirm the Vibe: Answer any questions you may have. As long as the vibe is good and we all want to move forward, we will finalize home access instructions.
Secure Home Access: Once we all pass the "interview," we will set up the Lockbox & Two-Key System to secure seamless future home access. (Note: If you utilize an alternative access method like an electronic keypad, smart lock, building concierge, or door person, please let us know your preference at the Meet and Greet!)

What do I need to have ready for the Meet and Greet?

Vaccination Records (Mandatory): Please attach or email a copy of your pet's current vaccination records to us. For pets legally required to have a Rabies Vaccination, we must verify proof before our Meet and Greet. If proof of a Rabies vaccination is not provided prior to the meeting, we will have to reschedule the consultation until it is received. Thank you for your cooperation and understanding!
Two (2) Matching Working Keys: Because we operate strictly on a lockbox system, we require two physical keys at the time of consultation (one for the lockbox, one for our secure office backup location). (Reminder: If you use an alternative access method like an electronic keypad, smart lock, building concierge, or door person, this key requirement does not apply—just let us know your entry instructions!)

Our "Always Covered" Guarantee & Logistics

Will I have the same walker each day? How do backups work?

Yes! We typically assign two primary walkers to your pet's consistent route to build a strong, familiar bond. However, our team members deserve well-deserved rest days, vacations, and occasionally face personal emergencies or illnesses. To ensure your pet never misses a much-needed walk or meal, Sparky Steps utilizes a trusted, fully vetted, and background-checked team of backup providers who your pet will get to know and trust.

You will always receive a "heads up" notification from our dispatch team if a substitute pet sitter is scheduled to cover your visits. We will always ask for your permission before sending a walker your pet has never met to your home, and if you’d like to arrange a brief introduction beforehand, we can always accommodate that. Every single walker in our network is background-checked, reference-checked, fully vetted, pet care insured, experienced, and ready to love your pet!

Why is the Lockbox System absolutely mandatory for the team?

To be completely transparent, managing individual physical keys across a team in a major city like Chicago is a massive bottleneck.

Imagine a scenario where your primary walker wakes up sick. If they had a unique physical copy of your key, a backup walker would have to drive all the way across town—fighting Chicago traffic—just to pick up that key from the sick walker's location before they could even start driving to your house. When you scale that across a team walking 15+ dogs a day, manual key handoffs become completely unfeasible and waste precious care time.

The Lockbox Advantage: By keeping a key securely on your property, our team can step in at a moment's notice. If an emergency happens, a trusted backup walker heads straight to your home, enters the encrypted code, and cares for your pup right on time. No wasted travel, no key-swapping delays, just seamless coverage.

The Sparky Steps Lockbox & Key Policy

Do you need our keys to get into our home? How does it work?

Yes, we require a Two-Key Lockbox System to ensure your home is secure and your pet is always covered. (Reminder: If you utilize an alternative access method like an electronic keypad, smart lock, building concierge, or door person, then this key requirement does not apply to you!)

Key 1 (The On-Site Lockbox): This key lives inside a secure lockbox on your property. This allows our background-checked, insured, and fully vetted team of primary and backup walkers to securely access your home without key-hand-off delays.
Key 2 (The Emergency Backup): This key is kept in a safer backup location securely filed at our central Sparky Steps office. This ensures your pet is safe if a lockbox ever freezes, malfunctions, or if you are away on an extended vacation.

What are the fees associated with the lockbox and keys?

Can I use my own lockbox?: Absolutely! Our clients can provide their own functional lockbox, or you can purchase one directly through us for a small setup fee.
Key Pick-Up Failure: If your two physical keys are not ready at the time of your initial Meet and Greet, a separate key pick-up trip will incur a $10 service fee. Alternatively, we can set up the lockbox hardware on-site during the consultation, and you can place the keys inside whenever you are officially ready for services to begin.
Future Service Termination (Drop-Off Fee): If you ever choose to stop services with us in the future and require a team member to drive out and return your backup office key, there is a $10 key drop-off fee. (Alternatively, clients can always arrange a time to collect their key from our office at no charge).

Who has access to my lockbox code?

Security is our highest priority. Only trusted, background-checked, and insured individuals on our management and active walking teams have access to your encrypted code within our secure scheduling system. You retain 100% ownership of the lockbox; if you ever stop using Sparky Steps, you can change your combination or remove the box entirely.

How do I go about scheduling walks?

You schedule all walks and visits online. When you sign up for our service, we will give you a login and password to our customized Sparky Steps DoTimely app. Once you are logged in, you will be able to schedule and manage your pet’s walks or visits and you will receive a confirmation email once your request is approved within 24 hours. Walks may be requested on the day of service. If requested within 24 hours before the requested time, there is an additional rush fee of $10 for same day requests.

Do you have an app? Yes, we use DoTimely!

We use an online management system called DoTimely for all of our scheduling needs. Once you sign up for our service, you will receive a unique login and password. There you will have the option of altering your pet’s routine, request schedule changes. view payment history, update credit cards, and more!

Will my walker arrive at the exact time we request?

To ensure every pet gets the "extra mile" care they deserve, we operate on a Two-Hour Arrival Window. For example, for a 1:00 PM request, our pet care professional may arrive anytime between 12:00 PM and 2:00 PM. This built-in flexibility accounts for unpredictable Chicago traffic, wild weather, and those days when a previous pup needs a little extra snuggling or clean-up! Because of these daily variables, we do not accept strict, time-specific appointments.

What happens if we are running behind? If a unexpected delay occurs and we are running late outside of your window, we will never leave you guessing. Our team will send you a text message with a clear explanation of what's happening and an accurate estimated ETA.

The Neighborhood Backup Advantage: This is where our localized team model truly shines. Because we cluster our vetted, trusted walkers right within your specific neighborhood, we have safety nets nearby. If one walker gets stuck or is running significantly behind on their route, another teammate stationed just blocks away can step in at a moment's notice to cover your pup's walk. Your pet's routine stays intact, and you get absolute peace of mind!

What are your office and service hours?

Our regular service prices apply to visits that fall between the hours of 9:00 AM and 5:00 PM from Monday through Friday. If you need a walk or visit outside of those hours, additional charges will apply.

Cancellations, Vacations & Holidays

What is your general cancellation policy?

To avoid charges, all visits for the upcoming week (Monday to Sunday) must be canceled by 9:00 PM Central Time on the preceding Sunday. Cancellations made after this deadline will incur charges for all scheduled visits for that week, regardless of whether you ask us to cancel the visit.

What is your vacation and multi-day reservation policy?

Because extended trips require our sitters to block off significant time, any multi-day booking with a total value over $45 requires a $45 Schedule Reservation Fee to secure your dates.

Are there minimum visit requirements when I go on vacation?

Yes! For the health and safety of your pets, Sparky Steps LLC requires a minimum of three (3) daily visits for dogs and one (1) daily visit for cats when you are out of town for 24 hours or more. We also require a "Home Safe" notification (text or message) immediately upon your return so we know your pets are back under your care.

Do you work on the holidays?

Yes, we do! Please provide ample notice if you need service on these days. The cost will be double the regular rate. Our recognized business holidays include New Year's Day, MLK Day, President's Day, Easter Sunday, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous People's Day, Veteran's Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day, and New Year's Eve.

Should we give you parking passes?

If our team members have to drive to your home, you are responsible for providing safe, legal parking or guest permits. If there are required meter or garage fees, they will be added to your invoice. Excessive delays finding parking may unfortunately be deducted from your pet's scheduled visit time.

Do I need to tell you if someone else is in my house?

Yes. If housekeepers, contractors, or guests will be in the home during our visit, you must notify Sparky Steps LLC in advance. For safety, please inform those individuals that a pet care professional is scheduled to be there. We are not liable for property damage or pet safety when third parties have concurrent access.

Pet Care, Safety & Requirements

Are your walkers background checked and insured?

Yes, we use a trusted, fully-vetted team. Sparky Steps LLC also maintains liability insurance, and you agree to limit claims to the amounts defined in our Liability Policy.

Do my pets need to be current on vaccinations?

All pets must have an up-to-date rabies vaccination (if applicable to the animal) and an assigned veterinarian. We reserve the right to suspend services if proof of vaccination is not provided upon request.

Do you walk aggressive pets?

We do not accept aggressive animals. You must warrant that your pets have no history of aggressive behavior. If a pet becomes aggressive during a visit, the service provider may cut the visit short for safety, and the full fee will still apply. If your dog takes some time to warm up to new people, we are willing to try our best to help out. The initial Meet & Greet is free, but if we need additional meetings to get them warmed up with us, we will charge each walk as a standard visit. We understand that some pups need some time and are willing to work with you.

Can you let my dog off-leash or take them to a dog park?

No. For the safety of the pets, the public, and our providers, we have a strict "No Off-Leash" policy. All dogs will be walked on a leash at all times. Our providers are strictly prohibited from taking dogs to enclosed or open dog parks, regardless of client permission.

Do you make an effort to be clean?

Our service providers will clean up any pet accidents or messes to the best of their ability using the cleaning supplies you provide. However, we are not a professional cleaning service and assume no liability for stained carpets or lingering odors.

How do I get feedback on how the visit went?

When every walk ends on our affiliate scheduling platform, you can see an update that includes where we have been, if your pet did their business, any necessary comments, and pictures that were taken on the walk.

Potential Surcharges Per Visit Requested

Our regular service prices apply to Monday through Friday from 9AM-5PM. If you need a walk outside of those hours, then additional charges will apply. Additional Surcharges May Apply: $2 Extra for each Additional Pet, $5 Extra for Weekend Visits, $10 Extra for Same-Day Reservations, $5 Extra for Off-Hour Requests (before 9AM or after 5PM), and Double Charge for Visits during the Holidays.

Payments & Refunds

How do we pay for services?

You authorize Sparky Steps LLC to automatically charge your payment method on file every Sunday for all services rendered during that previous week (Monday through Sunday). Invoices are generated and emailed every Sunday, with payment processed immediately.

What happens if my card is declined?

You are granted a two (2) business day grace period to update your payment method. If unpaid after this grace period, a late payment fee of $30.00 will be assessed. An additional $30.00 late fee is added for each subsequent week of non-payment.

What’s the refund policy?

All fees are nonrefundable except for erroneous billing charges or if scheduled visits were not performed due to the fault of Sparky Steps LLC. You must provide written notice within thirty (30) days of the charge to request a refund.

What’s the return–refund policy for pet sitting?

Any fees and payments paid to Sparky Steps LLC are nonrefundable except for in the following circumstances: if we wrongly charged your credit card or if a dog walker did not perform a scheduled dog walk for reasons that are directly attributable to Sparky Steps LLC or the dog walker. If you believe that you have been wrongfully charged an amount by us for any reason, you may notify us and request a refund. Please let us know if we find that an amount has been wrongfully charged; we will conduct a review and then refund you that amount. Please include full details of the disputed transaction, including the relevant dates, payment details, and a short explanation as to why the amount is disputed. If you are entitled to a refund but instead prefer that we credit you for a future dog walk, please let us know and we will accommodate your request.

How can I update my information?

The client is responsible for updating our office with any changes regarding your pet(s). Please contact us so we can always have it on file. Such as no longer using pee pads, no longer using cage, specific training, specific walking instructions, do not allow dog(s) to go in backyard, no longer feeding, etc.

Will Sparky Steps still come out in inclement and crazy weather?

If the federal government or public schools in your district are closed due to inclement weather, you can call us by 9:00 AM the day of the visit to cancel the walk without charge. Sparky Steps will make all reasonable attempts to drive safely to your home and care for your pets as soon as possible in inclement weather. However, we strongly recommend that you give a house key to a trustworthy neighbor in case roads are closed, dangerous, or impassable due to ice, snow, floods, etc. Sparky Steps reserves the right to cancel visits if walkers are unable to safely reach your home. The service schedule may be changed, interrupted, altered, or cancelled due to circumstances.

How do we pay for services?

Sparky Steps currently only accepts credit card payments. Payment is expected every Sunday. If you have a credit card on file, you will be charged at that time. All other payments are auto-billed and processed every Sunday night through our online automatic payment system, and at this time only Visa and MasterCard are accepted. We do not accept checks or cash, but you may tip your walker in cash.

Locked out of your house? We can rescue you!

Trust us, it happens to the best of us, and we completely understand. Because we keep a secure backup copy of your key at our central office, we are happy to offer lockout assistance to our active clients! If you get locked out and, for some reason, (if you have it set up) your lockbox isn't working, give us a call (3 calls back to back for Sleeping Hours):

Standard Hours (8:00 AM – 9:00 PM): $27 rescue fee
Sleeping Hours (10:00 PM – 6:00 AM): $100 rescue fee

What are your office hours?

9AM – 5PM Monday through Friday. You can always contact us outside of our office hours. But we ask you to do your best to communicate with us during our regular hours. We will do our best to respond to you outside of those hours, but we will not return calls and texts received before 6 AM or after 8 PM until regular business hours, unless you are already on the schedule or it is an emergency. You can always email us, and we will return emails as soon as possible.

Are you insured?

Yes. Insurance covers any personal property in our care, custody, and control (including pets) up to $100,000. Insurance covers Sparky Steps managers, members, and employees. Exclusions may apply. We are insured through Pet Care Insurance.

How do you maintain quality?

Our first priority is your pets, and that means we must maintain our quality of service. We keep that as a top priority by keeping open lines of communication. We communicate with our walkers openly and honestly and expect them to do the same. We encourage and welcome feedback, suggestions, and critiques from our clients. We are constantly updating our policy and procedure and improving our safety and quality standards.

Do you make an effort to be clean?

At Sparky Steps we make every effort to follow our policy of “leave no trace” when we enter and exit your home. On rainy or snowy days, it's up to you to provide us with towels to wipe down your pup; we are happy to do so! We will always try our best, but occasionally our city can be a messy place, and at times a little dirt on your pups is inevitable. We have an internal policy of leaving the home we visit as clean or even cleaner than how we found it.

Will you dry off my dog(s) after a rainy walk?

Of course, a wet dog is a smelly dog, we will do our best to dry your pet off. Please leave a towel out for us on rainy days!

Will you put on my dog’s winter and rain gear?

Of course! We will put on any gear your doggies need, no problem!

Will you clean up after my cat?

Yes, we will! Kitty litter, accidents, fur balls, and the occasional cat that likes to push things off the table, we will clean it up for you!

Do you work with retractable leashes?

We prefer to never use retractable leashes. They are quite unpredictable, and they are not always safe. If that is the only leash you have, we will ask you to provide a more traditional leash.

What are your qualifications? Are you licensed, bonded, and insured?

At Sparky Steps, we don’t just walk dogs, we treat pet care as a professional craft. We are proud to be one of the most trusted, credentialed, and rigorously vetted pet care networks in Chicago.

Our professional qualifications include:

🛡️ Premium Insurance & Legal Protection

Fully Licensed & Bonded: Sparky Steps LLC holds an active Chicago business license and is fully registered with the State of Illinois.
$1,000,000 Liability Policy: We carry premium commercial liability insurance through our Pet Care Insurance. This top-tier policy covers your home, your personal property, and your pets under our care, custody, and control up to $1,000,000. For more information please contact us.

🦺 Medical & Safety Certifications

Cat & Dog First Aid Certified: The majority of our active care team is officially certified in Pet First Aid & CPR. They are fully trained to recognize medical red flags and act calmly and decisively in an emergency.
Positive Reinforcement Training: Our team completes modern dog handling and positive reinforcement courses. We strictly enforce a "leave no trace" cleanliness policy, a mandatory leash policy, and an absolute ban on unpredictable retractable leashes and public dog parks for safety.

🔍 Elite Vetting & Continuous Background Checks

The Sparky Steps Hiring Pipeline: We only hire trustworthy, compassionate people who pass a strict multi-step vetting process, including phone screens, thorough in-person interviews, and professional reference checks, followed by a mandatory 30-day probation period.
Background Checked: Every single walker passes a comprehensive federal, state, and local criminal background check for offenses against people or property.

🎓 Leadership & Expert Medical Backing

Experienced Leadership: Our founder, Michael Jaurigue, holds a Bachelor’s Degree in Business Administration and has dedicated over a decade to professional, hands-on pet care and local safety advocacy since establishing Sparky Steps in 2016.
In-House Veterinary Expert: Our educational content, team resources, and blog are backed by our resident veterinary consultant, Dr. Muqeet Mushtaq—a licensed veterinarian, animal genetic scientist, and pet expert with over 9 years of industry experience.

We maintain a strict quality control system and review even the smallest field incidents to ensure our safety standards are constantly evolving. When you choose Sparky Steps, you aren't just hiring a casual pet sitter, you are hiring a protected, professional team.

Do you offer walks anytime, day and night?

Yes, we do, and we’re happy to try our best to accommodate your request! We offer weekend and off-hours walks by special request. $5 surcharge for weekend visits and $5 surcharge for off hours (before 9AM or after 5PM).

What is your policy for requesting weekend walks?

If you’d like to schedule a weekend walk, please do so by Friday before 10AM. If you have a request after that, we will do our very best to accommodate you and your pet.

Why couldn’t you fulfill a weekend walk request?

Our walkers typically work Monday through Friday between the hours of 9AM and 5PM. If weekend walk requests are made by 10AM on Fridays, we will most likely be able to accommodate your request. At times, we are booked solid through the night and weekend, but our staff makes every effort to be available.

How much is the special request/off-hours fee?

The fee is $5 for off-hour requests before 9AM or after 5PM. Please email or call us for more information.

How much is it extra for Saturday and Sunday walks?

The weekend fee is $5 for walks during normal hours, 9AM thru 5PM. Any off-hour walks (before 9AM or after 5PM) requested will be an additional $5.

How late can I request a walk?

Walks can be requested the day of service. There is an additional rush fee of $10 for same-day walking requests. We will do our best to fulfill same-day requests.

Do you walk more than one dog at a time?

No. We only do one-on-one walks with the same daily dog walker unless you give the okay to walk with a neighbor. We want your dog(s) to receive the best quality individualized attention for the entire walk. If you have two or three dogs that live in the same household, then yes, we can walk them! $2 additional charge for each pet.

Will my pet receive individualized attention?

Of course! We guarantee that your pet(s) will receive the best quality individualized attention for the full walking session. Typically, for a 15-minute visit, this translates into a good 13-minute walk, and we use the remaining 2 for cleaning the dogs after the walk, typing up a detailed note to our client after each walk, refilling water bowls, giving treats, etc. However, we do understand that the needs of every pet are different, so we adjust accordingly.

Can I request a specific time for my dog to be walked?

We require a 2-hour walk window for your dog. You can request what time window you prefer during our normal business hours. We will do our best to try and accommodate smaller time windows for puppies and dogs with special needs but cannot guarantee exact arrival times given the nature of the work.

Do you care for cats or other animals?

Yes. We’re happy to look after cats and other critters. Please contact us for more information.

Can I tip my walker?

Of course! We encourage you to show your appreciation of your walker’s dedication and good service. If you do choose to tip, please tip your walker in cash or separate check.

Do you offer boarding and day care?

No. We do not currently offer day care. But we can come over as many times as your pet needs throughout the day and night! Keeping your pet at home is a great way to keep them comfortable in your absence. Usually when one of our clients goes on vacation, we come through the day. Usually three walks per day with the times that you specify works out great. Spaced out according to your needs, in addition to feeding and playtime! You can add additional visits as needed. It’s like while you go on vacation, the furry one is going on a staycation! Contact us for more information.

Do you administer medications?

Yes, if it is in pill form and your pet takes it willingly. Detailed instructions must be provided before we consider administering any medication. Other medications can be considered based upon circumstances. We cannot give shots at this time.

What if I need an emergency pet care service?

We will always try to accommodate last-minute and/or emergency visits. For more information about our policies and procedures around this, please contact us today.

What if my dog doesn’t like a leash?

As it is a city ordinance to have all dogs on leashes when in a public area and for the safety of your pet, Sparky Steps LLC will always have your pet leashed. This strict rule includes parks that do not have fences and are not pet-friendly. Safety is our number one priority!

Will your pet providers discipline my pet, if necessary?

No. Sparky Steps believes in positive reinforcement for pets. Our primary goal is to ensure that your pet is safe and happy. If there is a disciplinary problem, your sitter will notify you.

Are there a minimum number of walks required per week?

Currently, there is no minimum number of visits required to be our client. However, experience has shown that clients see greater benefits when their dogs are walked two, three, or more days a week. We also require dogs to be current on vaccines and have all their proper dog tags.

How do I schedule my pet’s walks or visits?

You schedule all walks and visits online through DoTimely.com. Once you sign up for our service, you will receive a login and password. When logged in, you can manage and schedule your pet’s walks or visits, and you will receive a confirmation email when your request is approved within 24 hours. You can also call, email, or text to schedule or cancel walks; however, DoTimely.com is preferred.

What is licensed and insured?

Sparky Steps LLC is licensed through our registration in Illinois to provide pet care services and holds a Chicago business license as well. Sparky Steps managers, members, and employees are insured to protect the health of your pet and the safety and security of your home. We can also provide prospective clients with copies of our documentation.

What does the insurance cover?

We are insured under Certain Underwriters at Lloyds Pet Care Insurance. Insurance covers any personal property in our care, custody, and control (including pets) up to $1,000,000. This insurance covers Sparky Steps managers, members, and our walkers. For more information, please contact us.

Are your walkers background checked?

Yes, applicants are screened for any felony criminal records or for any crimes against people or property. Once hired, our background check services company continuously monitors walkers.

How do you hire your walkers?

We hire walkers who love animals and love to do a great job! We conduct a phone interview, an in-person interview, phone number confirmation, and clear background check confirmations. We look for pet-related work experience, we give them a 30-day probation period, we review our policies and procedures, and we make sure they pass a background check. Our team is trustworthy. We hire folks that fit the Sparky Steps culture. We do maintain an incident report log and frequently review even the smallest of occurrences to make sure we are following policy and procedure.

How do I get feedback on how the walk or visit goes?

All of our customers get login/password information for DoTimely.com, where they can log in and see notes from the walkers on how the visit or walk went with their pet! All you need is access to a computer or smartphone! You get an email when your walker has started the walk and when your walker has ended the walk. This includes any pictures or comments left by your walker and GPS tracking. Please keep in mind that the GPS tracking may glitch at times due to urban areas and high-rises. Always feel free to let us know how we can do better.

If I refer a friend, is there a bonus for me?

Yes! We are a young company looking to grow and are counting on your referrals! If you refer a new certified client to us, we will give you a referral gift!

What is a certified client?

A client who chooses to sign up with us after we have conducted the initial “Meet and Greet" and has paid for a visit.

What neighborhoods do you serve?

For dog walking we currently serve the following neighborhoods: Albany Park, Edgewater, Uptown, North Center, Avondale, Irving Park, North Park, Andersonville, Ravenswood, and Roscoe Village. If you’re near those neighborhoods we may be able to accommodate! If your interested in Cat Sitting we serve all of Chicago!

Need Additional Information?

If you cannot find your answer there, then please call or email your question(s) and we will try to respond in a timely manner. We aim to be the Spark in your pet’s world, to take the right Steps toward a bright community, to be the Spark in your best friends Step! Our philosophy is to always put the animal’s needs first. We believe that we do more than just provide animal care. We strive to create a community, but not just any community, a Sparky community!

Our promise is to always treat your pet as one of our own. We don’t just walk your pets, we step with them!

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