Deposits are a powerful way to secure bookings and streamline your business and are collected once you approve a client's request. By collecting a portion of the service cost upfront, you reduce no-shows, improve cash flow, and set clear expectations with clients from the start. Deposits can be applied as a fixed amount or percentage for any service, and they’re collected automatically through the client portal, making it easier than ever to run a professional, reliable, and client-friendly pet care business.
IN THIS ARTICLE
Before You Start
Note: Deposits are a client-facing feature, meaning clients must log in and request services to make a deposit.
The client's payment method on file is only charged when their pending request is approved.
To use Deposits, these settings must be enabled:
Invoice Settings → Deposits: Toggle “Turn Deposits On?” to Yes.
Portal Settings → Invoicing → Show Prices in Portal: Must be enabled.
Time To Pet Payments: Must be set up. Deposits only work with credit cards (ACH not supported).
Optional best practices:
Portal Settings → Scheduling → Require Payment Method on File to Request Service
Show Fees and Discounts in Portal: Enable if you want deposits to include extra fees (extra pets, weekends, holidays, after-hours).
Creating A New Deposit
Step 1: Create a Deposit Rate
Go to Invoice Settings → Deposits.
Click New Deposit Rate.
In the pop-up, enter:
Name: The label for this deposit (this is the label pet parents will see).
Amount: Can be a fixed cost or a percentage.
Note: Fixed cost deposits cannot exceed the service cost.
Click "Add Deposit Rate"
Click Save Changes.
Once saved, the deposit will appear in the table below.
You can edit or delete deposit rates.
To delete, the deposit cannot be applied to any existing service(s) in the Services List.
Tip: Click Save Changes after editing or creating rates to ensure they are stored, if this is not clicked, changes made will not be saved.
Step 2: Setting A Deposit Fee For Individual Services
Go to your Services List and select a service.
Scroll to the Rates section.
If deposits are not enabled, the Deposit Fee option won’t appear.
Select the desired Deposit Fee from the dropdown.
Click Save Changes.
Notes:
A deposit can be applied to multiple services in the Services List. For example, if a company would like to keep things simple, and offer one 50% Deposit Fee on all of their vacation pet care services, but not their dog walking services, this is achievable.
Deposits are required when clients are requesting services for services with a Deposit enabled for all clients requesting that service. This cannot be set on a client-by-client basis.
Pending Requests And Deposits
This fee will also be displayed on the service item while reviewing the request order, along with the total deposit fee the client has paid when making their request.
Deleting And Editing Deposits Fees
There are several scenarios around the need to delete or edit Deposit Fees.
If you would like to delete Deposit Fees from Settings -> Deposits, follow these steps:
Go to Invoice Settings → Deposits.
Identify the deposit fee you want to delete in the table.
Ensure the deposit is not applied to any service:
Go to your Services list.
Open each service that may have deposits applied.
In the Rates section, check if the deposit appears in the dropdown.
If it’s applied, remove it from the service and click Save Changes.
Once the deposit is no longer applied to any service, return to Invoice Settings → Deposits.
Click Delete next to the deposit fee.
Confirm deletion.
If you would like to remove a Deposit Fee from Services in the Services List going forward, follow these steps:
Go to the Services List.
Identify the Service you would like to remove the fee from and click "Edit" next to that service.
Ensure the deposit is not applied to any service:
Go to your Services list.
Open each service that may have deposits applied.
In the Rates section, check if the deposit appears in the dropdown.
If it’s applied, remove it from the service and click Save Changes.
Refunding A Deposit
If you need to refund a client for a deposit, follow the Best Practices For Issuing Refunds steps.
Notes / Best Practices:
Save Changes after removing the deposit from services—otherwise deletion won’t be allowed.
You cannot delete a deposit fee that is linked to any active service.
Deleted deposits cannot be restored, so make sure it is no longer needed before deletion.
Best Practices
Enable Show Fees and Discounts in Portal to ensure deposits reflect the full service cost.
Enable Require Payment Method on File to streamline bookings.
Deposits calculate correctly for multiple services, including mixed services (with and without deposits), during the client service request flow.
Pet Parent Experience
When a service has a deposit required:
On the client portal, and in the app, the deposit fee is shown inline with the service name in the Service Requested dropdown.
The fee is also displayed directly below each event on the Review page, along with the total deposit fee.
Clients must agree to the deposit terms before completing their booking.
Sample Agreements / Contract Language
Note: The text below is provided for informational purposes only and is not legal advice. It is intended as an example of how a deposit clause could be worded in a pet care contract. You should consult your own legal counsel before including it in any binding agreements.
Example Deposit Section for Pet Care Contracts
Deposits:
A deposit of [Deposit Amount or %] is required to reserve the requested service. This deposit will be applied toward the total service cost.
By signing this agreement, the client acknowledges and agrees that:
The deposit is required at booking for all services that have a deposit applied. Deposits cannot be set on a client-by-client basis.
The deposit is non-refundable if the service is canceled or rescheduled within the cancellation window outlined in this contract or company policies.
The deposit will be charged to the client’s credit card at the time of booking.
Any remaining balance for the service is due before or at the completion of the service.
The client has reviewed and agrees to any additional policies regarding fees, cancellations, and service terms as outlined in this contract.
Optional Additions / Best Practices
Reference the Deposit Name from Invoice Settings in Time To Pet so clients see the same language in the portal.
Include a link or reference to your full Terms of Service / Cancellation Policy.
Make sure deposit amounts, percentages, and refund rules match what is configured in Time To Pet.
Keep the language plain and clear—clients should understand what they are agreeing to without legal jargon.
This fee will also be displayed on the service item while reviewing the request order, along with the total deposit fee the client will be paying
FAQs
Q: Are deposits required for every client?
A: Yes. Deposits are required at booking for all clients requesting a service that has a deposit applied. Deposits cannot be set on a client-by-client basis.
Q: Can I set different deposit rates for different clients?
A: No. Deposit rates are applied at the service level, not the client level. Every client requesting that service will see the same deposit fee.
Q: Can I remove a deposit from a service for a specific client?
A: No. Deposits are tied to the service, not individual clients. To remove a deposit, it must be removed from the service entirely.
Q: Can a deposit exceed the service cost?
A: No. Fixed amount deposits cannot be more than the cost of the service. Percentage-based deposits are calculated based on the service cost.
Q: Do deposits include extra fees like additional pets or holiday charges?
A: Deposits include extra fees only if the setting Show Fees and Discounts in Portal is enabled. The default setting is NO.
Q: Are deposits compatible with ACH, Apple Pay, or Google Pay?
A: Deposits currently only work with credit cards through Time To Pet Payments. Compatibility with ACH, Apple Pay and Google Pay is not available at this time.
Q: Can I track deposits in reporting?
A: Not at the moment. Deposits look like regular payments in reporting. Deposits will soon be included as a payment type in reporting.
Q: When is the deposit collected?
A: As soon as a client's request has been approved, the deposit will be collected, and the client's card on file will be charged.