Frequently Asked Questions

 M2 is a great fit for pet parents who value reliable, professional care, clear communication, and flexibility. 

We care for dogs, cats, small companion animals, and select outdoor pets, including feral cats. We also provide limited care for some reptiles and exotic pets. For safety, we do not handle snakes or tarantulas; care is limited to habitat misting and lighting needs.

 M2 provides 20-, 30-, and 60-minute walks and drop-in visits, recurring and vacation care, Bronze Overnight Pet Sitting, Silver Extended Care, and weekly pet waste management and removal.

 Our core service areas include East Charlotte, Mint Hill, and Harrisburg. Select requests outside our core service area may be considered based on location, care needs, scheduling, and sitter availability. 

 Pet care services are available seven days a week from 9 AM–9 PM, based on sitter availability. Planned company closures are communicated to current clients in advance, and unavailable dates are blocked from online scheduling. 

 Yes! You’re welcome to select a preferred visit time; however, exact arrival times are not guaranteed. M2 operates within a two-hour arrival window to allow for travel, traffic, and the needs of other pets in our care. Time-sensitive needs, such as medication, should be discussed with us in advance so we can determine whether they can be accommodated. 

 Yes. Same-day visits may be requested with at least 3 hours’ notice, subject to sitter availability. When possible, M2 may accommodate requests with less notice at our discretion. 

 Start by submitting a New Client Inquiry or scheduling a complimentary Phone Consult. All prospective clients complete a Phone Consult so we can learn about your pets, care needs, and household. If we’re a good fit, we’ll guide you through the remaining onboarding steps, which may include an in-person Meet & Greet and completion of your Client File before services can be confirmed. 

 We make every effort to provide familiar, consistent care from our small team of Halle, Jesse, and Laurie. Clients are assigned a primary sitter, but another M2 sitter may assist or provide coverage when needed. 

 After each visit, you’ll receive a report card with an update and photos, and sometimes videos! If we have a question or need to contact you during the visit, we’ll reach out right away. 

 Yes. We can administer oral medications, topical medications, and insulin injections as part of your pet’s care. All medications, medical conditions, and handling concerns must be disclosed before services begin and the pet must cooperateative for us to safely administer their medication. 

 During Extended Care, pets may generally be left unattended for approximately 5 hours at a time, but no more than 6 hours. If your pets are accustomed to longer periods, such as a typical 8-hour workday, please note this in your Client File. 

 Visit frequency is based on your pets’ normal routine and care needs. Indoor crated dogs require at least 3 visits per day. Outdoor pets or pets with unlimited outdoor access generally require 1–2 visits per day. Cats should receive at least one daily visit; every-other-day visits may be considered for cats with appropriate automated or gravity-feeding setups. 

 Clients must provide reliable home access before services begin. We can use physical keys, lockboxes, keypads, garage access, or smart locks, and M2 may securely retain physical keys for future services. We require a primary and backup method of entry to help ensure your pets remain accessible if one method fails. 

 Yes. Indoor and outdoor security cameras are permitted for home monitoring. However, cameras or recording devices are not permitted in private areas used by an overnight sitter, including bedrooms and bathrooms. All cameras must respect the privacy of our caregivers while services are being provided. 

 No. M2 does not charge additional-pet fees or holiday surcharges. Our service rates are based on the care provided, not the number of pets in your household or the holiday calendar. 

 Payment is required before services are confirmed and added to our work calendar. Cancellation and credit eligibility vary by service and how much notice is provided. Eligible cancellations are issued as service credits rather than refunds, subject to our Terms & Conditions. 

 If your pet requires medical attention, we’ll contact you and keep you informed whenever reasonably possible. Clients authorize M2 to seek appropriate veterinary care and make reasonable decisions when necessary. Any veterinary expenses incurred for your pet remain the client’s responsibility.