General Information | Exchanges/Returns | Grocery Shopping | Pet Services |
Pharmacy Services | Banking | Gift Certificates | Helpful Hints & Tips

General Information:

1. What does "concierge" mean?
Webster's dictionary defines it as "fellow slave".

2. How do I get started with your services?
Contact us for a complimentary Needs Assessment at least 48 hours in advance of your first anticipated service request. At that time we will determine if and how we can help you improve the quality of your life. This will include a discussion of our services, options & rates.

3. If I decide to use your services what paperwork would need to be filled out at that initial visit?
Minimum paperwork would include a Client Profile, a “Credit Card for Internal Use” (both available for download by retainer clients only) and a service agreement.  Any additional forms will depend on the specific services you may be interested in or may be completed on an as needed basis.

4. Does that mean I will be locked into a long term contract?
Most of our service agreements allow you the option of using our services on a one time basis or an ongoing basis.

5. That still sounds like an awful lot of paperwork.  Why is that?
Many of our services involve responsibility for some of the most valuable things in your life (pets & home).  We take those responsibilities very seriously and this is reflected in our paper work.  For this same reason, we are also insured.  In addition, many of our services are semi-customizable and the paperwork allows us the flexibility to offer that to you.  Also, keep in mind that if you sign up with us for ongoing services (as opposed to one time requests) most paperwork can be completed at the initial visit and would only need to be updated annually or as your needs change.

6. How much notice do you need for a service request once the paperwork is completed?
We request 24-48 hour notice as we prepare our schedule 24 hours or more in advance.  However, we will do our best to honor short notice or emergency requests.  There is a Service Request form (available for download by retainer clients only) on our Forms/Templates page that may be pre-filled out prior to calling us for a service request.  For all other clients, service requests are completed by phone.

7. Is there an additional fee for short notice or emergency requests?
There is no additional charge if the appropriate paper work is already on file and we are able to fit your request into our normal work hours.

8. What are your normal hours?
Monday – Friday, 8:00 am – 6:00 pm
Saturday, 9:00 am – 1:00 pm

9. How do your charge for your services?
Some of our services are a flat rate while others are based on an hourly rate.

10. How are your hourly rates calculated?
Each service request has a one (1) hour minimum charge.  Time in excess of one (1) hour is rounded up to the next 15 minutes.  Should another client be scheduled before you, the hourly rate starts when the prior service ends; in other words, when we complete the prior service and begin travel on behalf of your service request.  If yours is the only or last service of the day, travel time/mileage includes travel back to location of My Time is Yours LLC. 

11. Is there any additional mileage charge?
The first 15 miles are included in the hourly rates.  After that there is an additional mileage rate.

12. What geography do you cover?
Brown County.

13. If I need you to make any retail purchase(s) on my behalf how is that handled?
Costs of any third party purchases would be in addition to our fees.  We require you to provide a cash or credit card deposit prior to any purchases made.  We will pay for any purchases first from the deposit.

14. What if the purchase ends up being higher that the deposit?
Any additional funds expended on your behalf by us will be at our discretion, will not exceed $50 & immediate reimbursement will be expected upon completion of the service.

15. Are there any other options for covering the cost of purchases on my behalf?

a. You may provide us with a dated blank check made payable to the third party with your signature on it.  We would then fill in the amount of the purchase and provide you with a receipt of the purchase.

b. You may fill out a “Credit Card Authorization” form (at our initial meeting) giving us permission to use your credit card or credit card information for your purchases.

c.  You may transfer money from your PayPal account into ours.

c. You may sign up for one of our Retainer Packages (at our initial meeting) from which both services and expenses would be deducted.  A monthly minimum of $100 must be kept in any retainer account.

16. If you need the use of my house key to perform a service how is that handled?
We will request that you sign an In Home Request for Service & Key Release form (available for download by retainer clients) giving us permission to enter your house & give you the option of one of the following:

a. You may leave the key on file with us.  All keys are kept in a locked safe accessible only to the owner of the business.

b. You may have us pick up & drop off your key at each service request.  However, this will incur a small service fee for any key pickup/drop off trip that is independent of the actual service.

17. What if I have an alarm system on my house?
We will ask you to provide us with the name, phone number and password(s) to facilitate entrance.  Unless services are performed on a regular basis we recommend the use of a temporary password which can then be changed at the conclusion of each service.

18. How much notice do you need for a service cancellation?
We request a minimum of 24 hours notice for any cancellation so our time is available for other clients who may need our help or for clients with short notice or emergency requests. Please respect our time as we do yours because, as we all know, “once that time is gone you can never get it back.”

19. What are my payment options?
We accept cash, checks (with driver’s license or governement ID), money orders, certified checks & PayPal.  We also accept e-checks & credit/debit cards (MasterCard, Visa, Discover & American Express) for a amounts of $100 or higher.  E-checks & credit/debit cards are processed via PayPal.

20. I’m not familiar with PayPal. How does that work & how secure it that?
You will find two different PayPal logo links on our Rates & Hours, Retainer Packages, and Gift Certificates pages which can provide you with additional information.

B. Exchanges/Returns (back to top) 

1. What do I need to provide to you when handling exchanges/returns?
If the purchases were charged, you will need to provide us with the credit card(s) used to make the purchase(s) and a signed Credit Card Authorization giving us permission to sign the refund slip.  Store policies may vary regarding additional authorization.

1. What if I need you to grocery shop for me?
We will request that you sign a Grocery Shopping Service Agreement (available on our Forms & Templates page for download by retainer clients only).  You may also contact us by phone or email to request copies.. 

2. Do you provide a grocery shopping template for me to pre-fill out?
A Master Grocery List template is available on our Forms & Templates page (for download by retainer clients only). You may also contact us by phone or email to request copies.

3. What if I have coupons &/or a grocery discount card?
You are welcome to provide those to us during our initial meeting or at the time of service. For your convenience, we can retain your grocery discount card for future use.  Grocery discount cards are kept in a locked safe accessible only to the owner of the business.

4. How do you charge for grocery shopping? Is it going to cost me $100 for $25 worth of groceries?
For 10 items or less, purchased at one store, we charge a flat fee plus a small percent (%) of the total purchase.  For 11 items or more &/or more than one grocery store shopped, we charge an hourly rate.

5. What if I need you to put my groceries away for me & is there an additional charge for it?
We also offer this service.  For 10 items or less we charge a small fee. For 11 items or more, it is included in the hourly rate.

D. Pet Services (back to top)

1. What types of pets will you take care of?
We are happy to take care of dogs, cats, birds, ferrets, rabbits, guinea pigs, chincillas, pot belly pigs, rats, mice, hamsters and fresh water fish.

2. What types of pet services do you offer?
Services are on-site (your location) & include, but are not limited to, mid-day walks, pet visits, medication administration, waste pickup, transport &/or overnight pet sitting.  Diabetic pets are welcomed.

3. How would I go about requesting a pet service?
We would have you complete and/or sign a Pet Profile form for each pet, a Veterinary Release form and a service agreement prior to your first pet service.  For your convenience, the Pet Profile forms and Veterinary Release form are also available for download (by retainer clients only) on our Forms & Templates page.  You may also contact us by phone or email to request copies.  On the same Forms & Templates you will also find a Before You Leave Home Checklist and a Pet Owner Checklist.  We created these to be both time and sanity savers!  They can be downloaded (by retainer clients only) or you may contact us by phone or email to receive copies.

4. How will I know if my pet was well cared for while I was away?
We will provide you with a daily Pet Diary of our visits with your pet(s).  A sample PDF of our Pet Diary is available for your perusal (by retainer clients only) on our Forms & Template page.

5. What types of pet transportation do you offer?
We offer vehicle transport to the groomer, trainer, veterinarian, kennel, airport, etc.

E. Pharmacy Services (back to top)

1. If I need you to pick up a prescription for me how is that handled?
We will request that you sign a Pharmacy Agreement, Authorization & Waiver form & a HIPAA form.  This is available for download (by retainer clients only) on our Forms & Templates page or you may contact us by phone or email to receive copies.  You will also need to provide us with an original or clear copy of your prescription insurance card.

2. Do all pharmacies honor third party pickup of prescriptions?
Some pharmacies may have policies in place that do not allow us to provide this service to you.  We recommend that you call your pharmacy to inquire prior to your service request.  Please note who you spoke to & any additional documentation that might be needed to perform this service for you.

F. Banking (back to top)

1. What if I need you to do some banking for me?
Deposits do not usually require any special authorization.  Many banks have their own authorization forms that allow us to do other banking services for you.  We recommend that you call your bank to inquire, pick up the form & complete it prior to your service request so you may provide it to us.  Please note who you spoke to & any additional documentation that might be needed to perform this service for you.

G. Gift Certificates (back to top)

1. Do you offer gift certificates?
We do offer gift certificates in $25.00 denominations.

2. Do your gift certificates have an expiration date?
The expiration date is 6 months from date of purchase.

3. Is mileage included with your gift certificates?
No.

H. Helpful Hints and Tips (back to top)

1. How can I use your services in the most efficient & cost effective manner?

a. During our initial complimentary needs assessment ask us about our “Get Acquainted” offer which gives you $5.00 off your first hour of services (Not applicable to retainer packages)

b. Sign up for one of our Retainer Packages which offer discounted hourly rates, priority in service (with 24 hour notice) and convenient access to Form/Template PDF downloads via user ID/password log-in.

c. Let us know if your service request has a deadline or dollar limit on purchases.

d. Combine your errands and give us your "to-do-list".

e. When you call to schedule a service ask us if we already have another service request scheduled in your geographic area during the day or week you need our service.  If we are able to perform your service request on the same day it will potentially result in less travel time on our part and cost savings to you.

f. Check our website calendar for service date availability.  We may be unavailable on the occasional day or week in order to participate in professional development opportunities.

g. Check our website calendar for service requests already scheduled in your geographic area and schedule your service request for the same day.  This will potentially result in less travel time on our part and cost savings to you.

h. Subscribe to our newsletters to receive notification of specials, service updates, time saving/cost saving tips, travel specials, work/life balance tips, inspirational quotes and humor.