Emergency Back Up: We GUARANTEE service will be provided with staff on-call to provide back up should any emergencies arrive, which ensures your pets will be tended to. No “ifs,” “ands,” or “buts” about it—you booked us, and we WILL be there!

Office Staffing: We staff an office to oversee back end operations to monitor, document, track, and communicate with you. Providers have their FULL attention on the pets (or the road driving between homes) and we handle the rest. This is also “third string” back up for coverage should something arise, and coaching/managing staff with tried-and-true behavior, emergency, and safety protocols.

Staff Compensation: We pay staff an hourly rate, which includes drive time to-from house to house and reimbursed mileage. This is why pet taxis and field trips are slightly higher (due to the extra mileage for staff).

Employee Training: We do NOT use independent contractors and we are NOT an agency. Everyone from Cloud 9 is an employee that has undergone animal body language, equipment use, handling, and safety protocols. We don’t staff people we wouldn’t trust to care for our own pets—and we are the pickiest clients out there. 😉 Employees are monitored with various checks in place and support to ensure you are getting the best of the best. Your pets deserve absolutely nothing less.

Continuing Education: We provide ongoing training and education to all our staff, including our leadership team. Refining our small local business is our life’s mission to ensure every pet in Kalamazoo as a reliable, trustworthy, and safe option for essential, life-sustaining service.

No hidden or additional fees, except for holiday pay. No late fees. No additional pet fees. No we-ran-over-time fees. None of it.

We can do anything related to pet care and tending to your home—laundry, dishes, watering the plants, picking up mail, putting that food delivery package you forgot to pause in the freezer. Any of it, as long as it does not require us to go beyond our scope of professionalism. We are not maintenance repairpeople or wildlife rehabilitators. But other than that, just ask!

We hear ya!

Team-based services ensure that you are not caught without care should someone get sick, have a family emergency, move away, or the like. We have you covered. It is not intended to expose your pet to a revolving door of humans coming into their house…that’s reasonable for them, or you, to be uncomfortable with!

Shadow Visits may be required for your household of pets, temporarily or permanently, at no additional charge. A shadow visit is a staff coming out to the service with a pre-established staff to learn care instructions. We do not charge for this, and you may opt for us to require this short-term, long-term, or forever. We add on pause points on your profile to alert staff that they may not enter the home and need to contact us prior to entering if these flags and limitations are present for you, and our office will manage this with scheduling and/or communicating with you, based on what you prefer and your pets need. We require shadows for all staff in some situations based on our Handling Skill Rubric designed by Jordan to objectively measure complexity of care.

Staffing Training & Behavior Professionals from experienced, nationally-accredited-organization certified, highly skilled professionals oversee all our protocols for staff training and pet handling. We’re happy to help get you and your pet set up so you’re ready to go and perfectly comfortable with care throughout the process.

Meet & Greets and Comfortable Pet Introduction Packages are also available to help you and your pet get introduced with providers AND have enough coverage and back up so the “what ifs” are all planned for. We’ll ensure you’re ready to go and all taken care of before you get started.

Reach out to us! We’re happy to talk.

We ask for a 2 hour arrival window to accommodate for any delays. If we are with a pet and they are sick, we are going to stay with them until they are cared for. If there is an accident, we are going to take the extra time to clean it up before moving on. If we are out on the road and it’s icy or there’s traffic, we’re going to stay calm and wait it out so we are level-headed and ready to go when entering your home.

You are able to view your estimated arrival time and scheduled provider in our software, right on your account. You may also have us message on the way each time. We can accommodate stricter arrival windows as needed: just reach out to us so our office staff can get that information put in, planned for, and opted out.

Just talk to us! We’re a small business and happy to connect with you. It gets quiet in this office building: call us to chat! 🙂

Yep! Plenty of people need us to provide care while they are present in the home for a variety of reasons. We just need a head’s up, as our policy is to NOT enter the home if it looks like a person may be present and we were not notified in advance (for staff safety). Otherwise, we’re good to go—you can hand your dog(s) off at the door, or we can come in and leash them for you.

With Jordan working in the pet industry since June 2014, it is VERY rare for anything to be a surprise!

We work rain, cold, blowing snow, or blistering heat—we’re out and about away, guaranteeing we will show up.

Your pet profile can list individual weather precautions for your pets. Specify what you’d like us to do with temperature ranges, additional pet gear, or to skip the walk and opt for indoor scent games, play, and other energy outlets.

Cancellations just need a 24 hour notice to credit to the account, then we’re good to go: so feel free to cancel if you’d like to avoid a walk a certain day, or let us know your preferences. Otherwise, we’ll follow your pets’ lead in what they’re comfortable with to ensure they get their needs met. We have plenty of tricks up our sleeve!

Yes, yes, and yes. 365 days per year. Unless it’s a leap year: then +1. We are out in the community serving pets daily.

*We provide holiday pay to staff so there is a holiday fee for Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve & Christmas Day, and New Year’s Eve & New Year’s Day.

You set up payment in Time to Pet, our client portal. All service operations are online only through our client portal: we aren’t set up to take physical checks.

As of 2021, due to client non-payment issues, we no longer accept payment after service. Payment is due prior to services, before the cancellation window, in order to confirm your booking.

You can tip providers in the portal or in cash, though we ask you use the portal if you have more than one provider for ease of splitting it equally. 100% of tips go to the provider.

We will send a written report, photos, and GPS coordinates of your service with timestamp start-end times EVERY time we come out to provide service.

You will also be able to view your scheduled routed arrival time, as well as who is scheduled to provide care, in your account at all times.

We encourage all clients to maintain surveillance of their property while booking any service, including ours. This means video, audio, motion-detecting, recording, and similar technology. We’re perfectly comfortable being on camera to watch the service while we’re there.

We also create Care Protocols which are viewable to you right in your account. Our policy is to follow these EXACTLY as written for each service, with three checks: skimming them upon arrival, following through throughout service, and double checking our work before exiting your home. While we understand and share your value for familiarity, we do NOT rely on habit or memory alone to ensure all the details are down-pat for your pets’ care.

We earn your trust, not expect it. Let us know what you’re wanting and we’ll work with you.