Welcome to the Time To Pet Facility FAQ! Below you'll find answers to the most common questions our customers ask. If you don't see what you're looking for, feel free to reach out to our support team — we're always happy to help.

Once your Facility account is active, start by configuring your Services, Spaces, and Portal Settings. To allow new clients to create their own accounts, navigate to Settings > Client Settings > Portal Settings and enable the Allow Clients To Create Account option. You can choose between two modes:

You can also set up Pet Parent Onboarding to walk new clients through a guided setup experience — including creating a password, signing agreements, adding pets, and entering a payment method. Configure this in Settings > Client Settings > Portal Settings > Pet Parent Onboarding.

For more details, see: Allow New Clients To Create An Account and Pet Parent Onboarding.

Your clients can use the Client App (available on iOS and Android) or the Client Web Portal to request services, view upcoming appointments, pay invoices, update their profile, manage payment methods, and communicate with your team. Clients submit service requests directly through the app or portal, and you can review and approve them from the Approvals section of your Dashboard.

You can customize the client experience — including what services are available for online requests, whether prices are shown, service request lead time limits, and change/cancellation request windows — in Settings > Client Settings > Portal Settings. You can also post a Portal Notification banner to share announcements with all clients right from the app or portal homepage.

For more details, see: Portal Settings.

To schedule an event, open the Scheduler from the sidebar, click Schedule Client, and select the client. In the Client Hub, click Add Event to choose the date, service, space, and pets for the appointment. For clients with recurring schedules, you can use Templates to automatically generate events on a weekly basis — saving time on repetitive booking. You can also Duplicate events to quickly copy a scheduled service to multiple future dates at once.

Clients can also submit their own service requests through the Client Portal or Client App, which you can then approve from the Approvals section of your Dashboard.

For more details, see: Scheduling Services.

Front Desk Mode is a streamlined dashboard view designed for the day-to-day operations of your facility. From this view, staff can check pets in and out individually or use Bulk Check In/Out to handle multiple pets at once during rush hours. Staff can also assign pets to Spaces, add Add-On services during check-in, view and print Run Cards, and send group Report Cards — all with minimal clicks.

When using Bulk Check Out, you can choose to just check out or simultaneously charge the client's card or redeem events against an open Package.

To access Front Desk Mode, click Front Desk Mode from the sidebar navigation and launch the console. You can also lock the screen so staff can clock in and out securely.

For more details, see: Front Desk Mode and Bulk Check In and Out.

Service rates are configured when you create or edit a service in Services & Spaces > Services. You can set different rates based on the number of pets a client has scheduled — for example, a lower per-pet rate for the second or third pet. Daycare rates are billed per scheduled day, while Boarding rates are billed per night.

You can also add optional fees through Drop-Off and Pickup time windows — for instance, charging an early drop-off fee or a late pickup fee. Services can be marked as taxable, and each service's pricing is displayed to clients if you enable Show Prices In Portal in your Portal Settings.

For more details, see: Services.

Time To Pet allows you to configure Automatic Holiday Rates that are automatically added to your client's invoices for events scheduled on specific days. Navigate to Services & Spaces > Services > Holidays tab and click New Holiday. You can set the fee as a flat dollar amount or a percentage-based charge, and choose whether it applies once per event, once per client per day, or once per pet per day.

Holiday rates can be configured to recur on the same date each year or vary by year. If you add a holiday after events are already scheduled, you can use the Bulk Update tool to retroactively apply the rates. You can also manually override or remove the holiday fee for individual events.

For more details, see: Automatic Holiday Rates.

Packages let you bundle services at a set price — for example, a monthly daycare plan with 20 days of full-day daycare at a discounted rate. To create a Package, go to Services & Spaces > Packages and configure the name, included services, cost, and optional expiration.

Packages can be added to a client's account manually from the Client Hub or purchased by the client through the Client Portal. Once a Package is on a client's account, scheduled services can be redeemed against it — either automatically when the client requests services, or manually by moving events to the Package invoice.

Clients can view how much of their Package remains when requesting services through their Portal.

For more details, see: Packages.

In Time To Pet Facility, scheduled events are not automatically invoiced — this gives you full flexibility over when and how you bill your clients. Instead of generating a separate invoice each time an event is scheduled, you can group multiple events together and invoice a client on your preferred schedule (for example, at the end of each week).

To create an invoice, navigate to the client's Client Hub, select the uninvoiced events you'd like to bill for, and generate the invoice. You can also set up Auto Invoicing to automatically create invoices on a recurring schedule — daily, weekly, biweekly, or monthly — so you don't have to manually invoice each client. Clients receive an email notification when a new invoice is created, and they can view and pay their invoices through the Client Portal or Client App.

If you use Auto Pay, invoices are automatically charged to the client's payment method on file based on your configured settings. You can also apply credits, discounts, and taxes to invoices as needed.

For more details, see: Understanding Invoicing.

Clients can manage their payment methods by logging into their Client Portal or Client App, navigating to the Invoices tab, and clicking Payment Methods. From there, they can add a credit card or bank account (ACH). To remove an existing payment method, they can scroll to the Delete Existing Cards section on the same page.

Please note: If your company requires a payment method on file to request services, a client will be unable to remove their only payment method if they have an unpaid invoice balance.

For more details, see: Add Or Remove A Payment Method.

The Client Agreements tool lets you create or upload agreements that require e-signatures from your clients. Clients must review and sign all required agreements before they can access the Client Portal or the Client App. Navigate to Settings > Client Settings > Agreements to create your first agreement.

You can create agreements using the built-in text editor or by uploading a PDF document. Agreements can be required for all clients or only specific clients, and you can set up multiple agreements (for example, a standard client agreement and a separate grooming waiver). When you update an agreement, you can choose to make a minor edit or create a new revision that requires all clients to re-sign.

For more details, see: Client Agreements.

Time To Pet Facility has several built-in communication tools. Every client has a dedicated Conversation Feed where you can send and receive messages — delivered via email and also viewable in the Client Portal and App. For company-wide announcements, you can use Email Campaigns to send group emails to all clients (or a filtered subset). You can also set up Automatic Service Reminders to notify clients about upcoming appointments.

To keep pet parents in the loop about their pets' days, you can send Report Cards — customizable reports with photos, and notes about each pet's visit. Report Cards can be sent individually or in bulk directly from Front Desk Mode.

For more details, see: Understanding Messaging and Report Cards.

Time To Pet comes with a standard set of client and pet fields, but you can fully customize them to fit your business. Navigate to Settings > Company Settings > Client Fields or Pet Fields to add, edit, or reorder fields. You can create Text Box, Text Area, or Yes/No field types, and organize them into groups (for example, "Health Info" or "Feeding Instructions").

Each field can be configured as required or optional, visible or hidden from clients, and editable or read-only. You can even prevent clients from requesting services until all required fields are filled in by enabling Force Required Fields in your Portal Settings.

For more details, see: Client And Pet Fields.

Time To Pet Facility lets you create vaccination types, track expiration dates, and optionally block service requests for pets with past-due vaccinations. To set up vaccinations, go to Settings > Client Settings > Vaccinations where you can add vaccination types and choose whether they apply to all pets or specific pet types.

You can also allow clients to upload their own vaccination records through the Client Portal, which your team can then review and approve from the Approvals > Pets section. Vaccination reminder emails can be sent to your Admin team on a daily, weekly, or monthly basis.

For more details, see: Pet Vaccinations.

Facility does not currently offer a way to block client service requests for a specific date or time window. If you need to temporarily prevent requests, the closest workaround is to disable the service entirely by going to Settings > Services & Spaces > Services, editing the service, and unchecking "Client Can Request?" — however, this applies to all time slots, not just a specific window.

This is one of our most-requested features, and our Product Team is actively tracking it. If this capability would help your business, we'd love to hear from you — your feedback directly influences what we build next. Visit our Feedback Portal to submit your idea or vote on existing requests.

For more details, see: Services and How To Submit Feature Feedback.

Zapier integration is not currently available for Facility. While Time To Pet's In-Home product does offer a Zapier integration, this has not yet been extended to the Facility product.

If connecting Facility to other tools through Zapier would benefit your workflow, we encourage you to let us know! Your feedback helps our Product Team prioritize what to build next. Visit our Feedback Portal to submit your idea or vote on existing requests.

For more details, see: How To Submit Feature Feedback.

Still have questions? Don't hesitate to reach out to our Customer Experience team — we're here to help!