Frequently Asked Questions

Gustave & Chloe

Getting Started

Do I need a meet-and-greet before service begins?

Yes. Before we care for any new client’s pet(s), we schedule a complimentary meet-and-greet at your home. This gives us a chance to meet your pet(s), review feeding schedules and routines, collect a key or access code, and discuss reading and initialing the service agreement on Time To Pet. It also gives your pet a chance to meet us before the first visit.

How far in advance should I book?

We recommend booking at least one week in advance for routine dog walking or pet sitting visits. For holidays (Thanksgiving, Christmas, New Year’s, and summer travel weeks) at least two to four weeks’ notice is strongly advised, as holidays fill up fast. First-time clients should also factor in time for the meet-and-greet before service can begin.

What areas does pup-e-cise serve?

pup-e-cise serves Schenectady, Niskayuna, Rexford, Rotterdam, Glenville, Scotia, and Burnt Hills. If you’re not sure if your address falls within our service area, contact us at pupecise@gmail.com and we’ll confirm.

What are your hours?

We provide pet care services from 6:00 a.m. to 8:00 p.m., seven days a week, including weekends and holidays. During peak periods, our schedule fills up ahead of time, so we recommend booking in advance. We work around your pet’s routine as much as possible and will confirm exact visit times when scheduling.

Insurance & Credentials

Is pup-e-cise insured?

Yes. pup-e-cise is fully insured with Erie Insurance, which is specifically designed for professional pet sitting and dog walking services. This means you’re protected in the unlikely event something unexpected occurs during a visit. We are also certified in pet first aid and CPR through the American Red Cross.

How long has pup-e-cise been in business?

pup-e-cise has been providing professional dog walking and pet sitting services in Schenectady, NY since 2009. We are locally owned and operated, not a franchise, and not a marketplace platform. The owner is directly involved in day-to-day service, which means your pet consistently receives care from professionals you’ve already met and vetted.

What professional standards does pup-e-cise follow?

All pup-e-cise staff wear a uniform during working hours, follow a strict no-cell-phone policy during active pet care (except for emergencies), and are trained to treat every client’s home and pet with the same care they would give their own. We are insured, Red Cross pet first aid certified, and use professional pet care software (Time To Pet) to document every visit.

Keys, Access & Home Care

How are house keys and home access handled?

Keys are collected during the complimentary meet-and-greet and stored securely. Many clients also provide a garage code or keypad entry as a backup. Regular clients may choose to leave a key on file between service periods for convenience. All keys are kept in our possession during active service and stored at the owner’s location when not in use. We do not share or duplicate keys unless authorized by client.

What payment methods do you accept?

pup-e-cise accepts cash and check, and payment is due before services are rendered. When you sign up through our client portal, you’ll be asked to review and initial the service agreement, which outlines payment terms along with our policies for cancellations and schedule changes.

Do you provide any home care services during visits?

Yes. As a standard part of every pet sitting visit, we bring in mail, alternate lights as needed, and water plants if requested. These small extras help your home maintain a lived-in appearance while you’re away. If you have specific requests beyond routine pet care, let us know during the meet-and-greet and we’ll note them in your client file.

Visit Reports & Communication

How will I know my pet was cared for?

After every visit, you’ll receive a visit report through our client portal (Time To Pet). The report includes GPS confirmation of arrival and departure, a written update on your pet’s wellbeing, and photos when applicable. You can log into the portal at any time to check upcoming visits, review past reports, and communicate with your sitter directly.

Which software do you use to manage visits?

We use Time To Pet, a professional pet care platform that provides GPS check-in and check-out, automatic visit reports sent to clients after each visit, a secure client portal for booking and communication, and a mobile app so you can track visits in real time. All client information is stored securely within the platform.

Emergencies & Safety

What happens if my pet has a medical emergency during a visit?

We are trained in pet first aid and CPR through the American Red Cross. In the event of a medical emergency, we will contact you immediately, and if you’re unreachable, we will contact your emergency contact and your veterinarian. Our service agreement includes an emergency care authorization so we can act on your behalf without delay if your pet needs urgent veterinary attention.

What is your policy on aggressive or reactive animals?

We assess all pets individually during the meet-and-greet before agreeing to service. If we have concerns about a pet’s temperament or behavior, we’ll discuss them openly with you, including whether additional precautions are needed or whether our services are the right fit. We do not make assumptions based on breed alone. Our priority is the safety of your pet, our staff, and the public.

What equipment do you use when walking my dog?

We use whatever equipment your dog is accustomed to and that you’ve approved, your own leash, harness, or collar. If we have safety concerns about a particular piece of equipment, we’ll raise them with you before the first visit and discuss alternatives. We do not use equipment we’re not comfortable with or that we believe poses a risk to your pet.

About pup-e-cise

Who will be caring for my pet?

pup-e-cise is owner-operated with a small team of trained, insured staff. When you book, you’ll receive confirmation through Time To Pet specifying who is scheduled for your visit. If a scheduling change occurs, your visit report will identify the staff member who provided care. You are welcome to request a meeting (fee applied) with any team member before they enter your home.

Do you offer references?

Yes. Professional and personal references are available upon request. You can also read reviews from current and former clients on our Google Business Profile and Yelp page. We’ve been serving the Schenectady area since 2014, and our clients’ long-term relationships with us are the strongest endorsement we can offer.

Do you care for pets other than dogs?

Yes. While dogs are our primary focus, we also care for cats, and can accommodate other pets on a case-by-case basis. Contact us to discuss your specific pet’s needs before booking. All new clients are required to have a meet-and-greet before service begins.