What happens at the initial meet and greet?
The initial meeting is approximately one half hour in duration. Please have all forms completed and your vet records copied prior to the meeting so that we can spend the time getting to know you and your pets. The owner of the company will come out to assess what your pet’s needs are and to answer any questions you may have. Please have 2 sets of working keys ready at this meeting to avoid a key pick-up charge. Please test your keys prior to the meeting.
Will you take care of my outdoor cat(s)?
As much as we love cats, we cannot be responsible for the care of your outdoor cat. Safety is a major concern and cats that remain outdoors are at risk for getting hit by a car or attacked by another animal. Please do not ask us to ignore an outdoor cat if we are caring for other animals in your home (such as dogs). If you have an outdoor cat, we will gladly accept the assignment if the cat remains indoors during our entire visit and we will charge for cat care.
Can I have a family member or neighbor stop-by to share in the care of my animals?
While many people like to have well-intentioned friends and relatives check on their pets while they are away, or share pet sitting duties to save money (which we certainly appreciate), third-party access poses many problems. It nullifies coverage by the insurance company, poses a threat to our pet sitters, and causes confusion with pet care such as over feeding, missed feedings, unlocked doors, etc. We cannot provide service to clients interested in having third-party access. Your pets' safety are our primary concern and we hate to say no to our clients so please don’t ask us to bend the rules on this one.
Will updates on my pet be provided while I am away?
We will leave daily reports in your home while you are away. You will return home to find an in-depth note left every time we cared for your pets. We will detail everything we did with your pet and notate your pet’s demeanor.
What does it mean that you are insured?
We carry liability insurance through Pet Sitters Associates, LLC. This protects you in the event that we are liable for accidents that occurred while caring for your pets. All reputable pet sitting businesses should carry liability insurance and you should ask to see a Certificate of Coverage. Our Certificate of Coverage is located on the New Client Docs page of our website.
What does it mean that you are bonded?
A dishonesty bond protects you from loss in the event that something is stolen from your home. We get many questions regarding how a dishonesty bond works. A dishonesty bond applies after the establishment of proof that the accused party has, in fact, committed a criminal act. After payment of the claim to the client up to the limit of the bond, the insurance company seeks restitution from the guilty party. You should confirm that any workers who enter your home carry a dishonesty bond. Our Bonding Certificate of Insurance is located on the New Client Docs page of our website.
How can I trust that my keys and home are safe with At Your Service Pet Nannies of
We will gladly provide references from many of our satisfied customers. Your personal information, along with the contents and layout of your home, will always remain confidential. Keys are coded anonymously and kept in a secured location. We are very familiar with various types of alarm systems. Your alarm codes are kept confidential.
What times do pet sitters make their visits?
Our usual pet runs are from 7-9:00am, middays between 11-2:30pm, and dinner time visits between 6-8:00pm. We can add a late night visit on special request. Your pet would not go longer than 12 hours between visits. If your dog was visited at 8pm, the visit the following morning would take place no later than 8am. We are sorry but we cannot honor requests for specific times; however your pet will be visited during the timeframes listed according to the service you select. If you are utilizing our midday daily dog walking service, your dog will be walked between 11-2:30pm.
Will you administer medication?
Due to the anxiety this tends to cause on pets, we request that you administer medications to your pet. If this is not possible, and your pet requires medication, we will attempt to give medicine orally if it can be hidden in food.
What types of payments do you accept and when am I expected to pay?
We accept cash, personal checks and Pay Pal payments at time of reservation. Payments are processed before service begins. Your reservation is booked at the time payment is made and we provide a confirmation receipt. We cannot accept payments left on the table at the time of service.
May I leave a gratuity for my pet nanny?
Absolutely! Pet Sitters are service providers, similar to wait staff in restaurants, hairdressers, etc. Gratuities are not expected but are very much appreciated.
Will I be charged for visits if I return home early from vacation?
Yes, you will be charged for the entire visit booked. Please keep in mind that we have reserved the time for your pet family and have declined services to other clients to book your time slot. The cancellation policy requires 7 days advanced notice for Vacation Pet Sitting prior to the first day of scheduled Pet Sit in order to get credit for future visit.
What is your cancellation policy?
24 hours notice is required for cancellation for midday daily dog walking clients and regularly scheduled midday dog visits. If we get to your house and cannot gain access, you will be charged the full fee. 7 days prior notice required for cancellation of Vacation Pet Sitting. (Vacation Pet Sitting consists of 2 or more visits scheduled sequentially for 2 or more days while you are away from home). If 7 days notice is not given prior to the first day scheduled for Vacation Pet Sitting, client will be charged for the entire Pet Sitting visit booked. 14 days prior notice required for cancellation of Holiday Pet Sitting. Holidays are defined in the Rates & Services section of our website & in our Service Agreement. If 14 days cancellation notice for scheduled Holiday Pet Sitting is not given, Client will be charged for complete
What is your refund policy?
We do not provide refunds under any circumstances, however; we will provide credit for future services if proper notice is given.
Can I change or alter the pet sitting contract/agreement to suit my needs?
No, the pet sitting contract is the legal contract we govern our business by and it cannot be altered. We ask that you do not cross out, change, or try to negotiate our policies. We cannot omit the third party access section, negotiate the prices on request, or alter the legal contract in any way. We feel it is important to provide the same excellent service to all of our clients and therefore, will we not make exceptions to the contract for clients that make these requests. Using the same guidelines for everyone maintains fairness for all of our respected clients.
Yes, please call or email us upon your arrival to let us know that you arrived safely and your pets have their “pet parents” home to care for them. Since the safety of your pets is of the utmost importance to us, if we do not hear from you upon your return, we may continue services and your account will be charged for the continued service.
