Frequently Asked Questions

How does payment work?

A Square invoice will be emailed to you. Square accepts Debit and Credit of the following: Visa, Mastercard, American Express, Discover, JCB, or UnionPay. Square also accepts payment via mobile wallets such as Apple Pay, Google Pay, and Samsung Pay.

For recurring daytime visits, such as daily walks, a weekly invoice will be sent to be paid by midnight the night before the first day of service for the week.

For daytime vacation visits, an invoice for the whole vacation will be sent to be paid by midnight the night before the first day of service starts.

For overnight sitting, because there is only one spot available per night, an invoice will be sent upon booking the service with 50% to be paid when you receive the invoice and the other 50% by midnight the night before the first day of service.


How will you access my house?

The Fluff Brigade requires two ways to access your home for the safety of your pet(s). It is important to have a backup entry method in case of a lost, broken, or stolen key. Home entry method options are:

1. Two copies of a key.

2. A keypad access code and one copy of a key.

3. A garage door opener and one copy of a key.

All keys and access codes are securely stored in a locked safe when not in use. Please have your keys ready for us at the Meet and Greet.


Can you give my pet medication?

Yes! The Fluff Brigade will administer medication at no extra charge during visits. The Fluff Brigade has experience giving pills, liquid medication, and injectable medication.


Will you watch my pet when I am out of town?

Yes! If you are away from home and needing visits, The Fluff Brigade requires one visit per day for cats and other small animals and three visits a day for dogs. Cats and other small animals need to be checked on every day to guarantee their safety and dogs need three visits a day to be let outside.


What if my pet has an emergency while I'm gone?

The Fluff Brigade is certified in pet First Aid and CPR. In the event of a pet emergency, every effort will be made to contact you or your emergency contact. In the event that a pet needs to be taken to the vet, The Fluff Brigade will follow the directions of the Veterinary Release Form. If an emergency occurs after your regular veterinary office is closed, your pet will be taken to the Animal Emergency and Specialty Center of Knoxville.


What if The Fluff Brigade is sick or otherwise unable to complete services?

In the event of sickness or an emergency on the part of The Fluff Brigade that prevents us from completing services, you will be contacted and alternative arrangements will be made to care for your pet.


What is your cancellation policy?

For daytime visits, such as recurring daily walks or vacation visits, either party may cancel up to 24 hours before the service starts for you to receive a credit towards a future service. Any cancellations with less than 24 hours notice will be charged the full amount.

For overnight sitting either party may cancel up to 7 days before the first day of service for you to receive a credit towards a future service. Cancellations of less than 7 days will be charged 50% of the entire amount.

Please call or text as soon as you know services need to be canceled.


How do you deal with inclement weather?

The Fluff Brigade walks rain or shine from 30 °F to 85 °F with the exception of severe weather conditions. As each dog is different, your dog’s comfort level while walking in different temperatures will be accessed on a case by case basis. Walks may be shortened for the safety of your dog and the rest of the visit will be indoor playtime.


Why do you require my pet to have the rabies vaccine and flea/tick prevention?

Tennessee law requires that dogs and cats over 6 months of age be currently vaccinated against rabies. Please ensure that your pets’ Rabies vaccinations are current before asking The Fluff Brigade to provide services. The Fluff Brigade also requires that all dogs and cats that go outdoors, or dogs and cats who come into contact with other pets that go outdoors, be treated for Flea and Tick Prevention. This policy is in place to protect The Fluff Brigade, you, and your pets.


Can you walk my dog at a specific time?

The Fluff Brigade schedules services within a two hour window of your choice for fuel efficiency.


How far in advance should I schedule services?

Services are scheduled on a first come first serve basis so you are encouraged to book as far in advance as possible.


How do pet updates work?

The Fluff Brigade will send one update per day with text, photos, and videos. Dog walks will be GPS tracked with a screenshot of our route sent to you. If you would like more than one update per day please let us know.