FAQs & Policies

Frequently Asked Questions

Here are answers to commonly asked questions. Feel free to contact us directly for additional information.

Do you have special COVID-19 procedures in place?

Yes! We follow CDC guidelines very closely and update our procedures regularly according to the most up-to-date guidance. We’re offering virtual meet-and-greets (or masked in-person ones if you’d prefer that option). We’re also practicing safe handwashing and sanitizing habits between each and every client/pet interaction. We’ve ramped up our cleaning procedures at home base for daycare and boarding customers as well. If you have specific questions related to pet care and COVID-19, feel free to call us for a more individualized discussion!

Are you insured?

Yes, we are fully bonded and insured. Please note: to ensure you are covered by our policies, you must follow the outlined booking procedures.

How do you handle homeowner keys? Do you have a key policy?

We will collect a copy of your key at the first meet and greet, which is free. If you plan to use our services often, we recommend leaving a key with our staff to avoid pick-up and return charges. However, if you do not wish to leave a key with us, there is a $20 key pick-up and return fee each time keys are exchanged after the initial meet and greet.

What forms of payment do you accept?

We accept ApplePay, Paypal, Zelle, personal checks, and credit/debit cards. Tips can be paid in cash.

Do you offer late-night services?

We are happy to offer drop-in services after 8pm; however, you will be charged a $15 late service fee to cover the risk involved with our pet sitters moving at night. If you request services before 7am, there is an additional $15 charge as well. There are additional fees for services after 12pm (half-day charge) and 6pm (full-day charge) on the final day of pet sitting and/or boarding.

What if I have a key fob and/or my home uses key-less entry?

We are happy to treat your key fob like a regular key. If possible, we recommend that you get a copy made. However, we are not responsible for technological challenges that get in the way of our regularly-scheduled care.

Will I have the same Pet Sitter every time I request services?

While we do our best to keep clients and pet sitters together as much as possible, we have to adjust when schedules prevent us from doing so. We appreciate your understanding and assure you that you will have a formal meet and greet with every pet sitter you work with.

How will I know if my sitter completed their visit?

Our pet sitters send frequent email or text updates, whichever method is preferred, so you can rest assured your pet has been fed, walked, and loved on as expected.

My dog/cat is diabetic. Do you feel comfortable giving them injections?

Yes! We have trained Pet Techs who are very experienced with injections, fluid administration, anal gland expression, etc.

Do you have any breed restrictions?

No, we love all pets!

What should I bring for boarding?

The only thing your pet needs for boarding is food. We’ll provide water, bowls, bedding, etc.

Can I board my cat?

Yes! We have private rooms where boarded cats can stay. They will stay safely and securely away from all other animals.

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Company Policies

We take pride in offering high-quality, reliable pet care services to our clients. Please read the policies below to ensure your experience with our Pet Sitters is a seamless as possible.

General Policies

1. Pet care reservations

Pet care reservations must be made directly with The Village Pets, Pet Sitting and Pet Care, LLC via email or online booking form. If any reservations are made directly with a Pet Sitter, we will not be responsible for any problems or accidents that occur.

2. Rates

Current rate information is available on the The Village Pets, Pet Sitting and Pet Care, LLC website and agreement form. Rates are subject to change at the discretion of the company owner. Please inquire about specific needs/questions.

3. Payment

Payment is due within 24 hours of client’s return / pick-up. We accept ApplePay, Paypal, Zelle, personal checks, and credit/debit cards. Tips can be paid in cash. Please make all checks payable to The Village Pets, Pet Sitting and Pet Care, LLC unless otherwise specified. We do not accept cash as a form of payment. Please do not make any online payments or checks payable to Pet Sitters unless you receive prior approval from management.

4. New client payments

All new clients must pay upfront, prior to receiving pet sitting services.

5. Package purchases

Please note that payment for pet care packages will be required in full prior to scheduling services. Package rates are for one pet only and covered services cannot be changed or refunded. Rates for multiple pets are available upon request. Packages are non-refundable and must be used within one year from the date of purchase.

6. Late service fees

We assess fees for late pickups and pet visits. For overnight stays and boarding, a half-day fee will be assessed for services rendered after 12pm and a full-day fee will be assessed after 6pm. Drop-in pet care services requested before 7am or after 8pm result in a $15 per day charge. This applies to services like walks and drop-in visits.

7. Cancellations

There is a 50% cancellation fee if cancellation occurs less than 48 hours from the start of your scheduled pet care service.

8. Emergencies

We require specific information about vet services on our agreement form. If you do not provide adequate information, or your preferred office is closed, we will take your pet to a trusted local vet. Should you need an emergency / last minute visit to your home, we will make every attempt to accommodate your request, but cannot promise that your request will be met.

Boarding & Daycare Policies

1. Spay / neuter policy

All female pets must be spayed by 7 months of age and all male pets must be neutered by 8 months of age before attending daycare or boarding with The Village Pets, Pet Sitting and Pet Care, LLC.

2. Vaccinations and flea prevention

For boarding and daycare, all pets must be up-to-date on their vaccinations and monthly flea prevention. Owners must submit proof of three specific vaccinations – rabies, distemper, and bordetella – prior to temperament tests and daycare/boarding services.

Home Drop-in Visits & Dog Walk Policies

1. Leash policy

We require all dogs to be walked on a leash during dog walks with The Village Pets, Pet Sitting and Pet Care, LLC to ensure the safety and security of pets and staff. If your pet is aggressive or unruly while on leash, we reserve the right to deny walking services.

2. Outdoor policy

We are not responsible for the loss, injury, death, or actions of any pet that you have let outside, caused to be let outside or instructed The Village Pets, Pet Sitting and Pet Care, LLC to let outside. This includes pets with doggy doors and all pets who reside outside. We reserve the right to move an outdoor pet to shelter in the event of extreme weather.

3. Key return fees

We will collect a copy of your key at the first meet and greet where you will share relevant home and pet information with your trustworthy pet care professional. If you plan to use our services often, we recommend leaving a key with our staff to avoid pick-up and return charges. However, if you would like your key returned to you, we charge a $20 key return fee each time we need to return your key.

4. Key fobs and key-less entries

We are not responsible for missed or altered pet care services that result from technological challenges with key fobs or key-less entries. We recommend that you have a back-up fob on hand at all times and alert your apartment/condo concierges that we will be providing pet care services (when applicable) to avoid confusion.

5. Pre-existing conditions

The Village Pets, Pet Sitting and Pet Care, LLC is not responsible for treatment costs for preventive care or medical or vet bills resulting from an illness, chronic, or pre-existing condition.

6. House plants and other household items

The Village Pets, Pet Sitting and Pet Care, LLC is not responsible for watering house plants or taking care of other non-pet related home needs. While we will try to accommodate requests as they arise, our focus is on pet care and we will make that the first and foremost priority at all times.

7. Job-sharing and visitors

We strongly discourage job-sharing / allowing other people to enter your home while we are scheduled for services. However, if you have other visitors or people enter your home during our service delivery period, wether or not they are caring for your pets, The Village Pets, Pet Sitting and Pet Care will not be responsible for any issues, harm, or damage that takes place.

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