Frequently Asked Questions

Have questions?  You should.   You are considering people to care for 2 things you love the most (well other than your spouse or kids :-))   Your home and your pet.    We are available to answer any questions you may have but here are a few of the most common answered for you.

What are your hours?

Our office is open from 9 AM to 5 PM Monday through Friday. Closed on Saturday, Sunday and Holidays.

Our pet sitting hours are 7 AM to 10 PM seven days a week, 365 days a year.

Can I bring my pet to your home or office?

No, we provide services in your home only, where your pet is the most comfortable.

Do you only care for cats and dogs?

Dogs and cats are the pets we get the most requests for, however we also have cared for birds, rabbits, fish, guinea pigs, hamsters, pot bellied pigs, pond fish, turtles, chinchilla’s, ferrets, goats,  horses and we can now add Hermit Crabs to the list.

How long are visits?

Visits are in 15 minutes increments and can be mixed and matched to suit your pets needs and your budget.   For example if you  have a senior dog who can’t do long walks anymore and just needs out in the backyard for some fresh air, to stretch the legs and do their business, you may want 15 minute visits only, but every now and then you may want to have a 1/2 hour visit for some extra loving, pets and TLC.    It’s completely up to you.

What is the process for hiring you?

You will receive an email with a username and password to sign onto your secure online account where you can fill out detailed information on your pets needs and routine, contact information, vet information etc as well as service contract and vet release information.   We arrange for a free meet and greet to meet with you and your pets and go over the information on the form to ensure we completely understand   We pick up 2 sets of keys.

What is the payment process?

For regular mid-day or potty break clients we invoice on the Thursday prior to service and the payment is due on the Monday of that week. Invoices are usually sent via email, however, if you do not have access to email a hard copy will be left for you.

For vacation care a 50% deposit is required at the time of booking and a cheque for the balance dated the first visit.

Payments may be made by email money transfer, cash, cheque, VISA or MasterCard,

Are there any additional costs involved?

There is an additional fee for visits on a statutory holidays (New Years Day, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving, Christmas Day, Boxing Day and New Years Day),

On top of the base charge you will be given there is a fee of $3.00 per extra dog in the household or additional cats over 4 per household.

Additional charges also apply to returned cheques as well as if you run out of food, litter or other supplies while on vacation there will be an extra charge for picking it up.

Do we need to tip our pet care provider?

Tipping your pet care provider, is like tipping anyone else in the service industry.  It is not expected but if you feel you are getting great service it is certainly appreciated.

How much notice do you need for vacation care?

Obviously the more notice we have the better. Holiday periods (March break, long weekends, summer, Christmas) sometimes book up months in advance. 2 weeks in advance for other times of the year is usually sufficient.

What happens if we need to cancel?

Vacation Care; Cancellations may be made up to 5 days in advance of scheduled first visit. After that period, a cancellation fee will be charged of 25% of the total of reservations (i.e. $100.00 reservation, $25.00 cancellation fee).

No refunds are issued if the vacation period takes in a Statutory Holiday.

Daily Dog Walking – less than one business day and there is no refund.  More than one business day there is no charge.

What is a typical vacation care schedule and routine for dogs?

There is no typical routine or schedule as all pets are as unique as people. When we meet we discuss what you would like us to do with your pet while we are visiting. We try to keep the dogs routine as close to their normal routine as possible. So if they get walked Morning, noon and bedtime that is when we walk them. If they never get walked but go in the backyard and play frisbee with the kids every afternoon, that’s what we do.

Will it always be the same person coming in to look after our pet?

We do our very best to make sure that your pet gets the same caregiver every time. That is not always possible as emergencies can arise.

For example, an employee gets very sick, in an accident or has a family emergency or is on vacation; one of the other team members would cover their clients.

Also, for care over the weekend, we rotate weekends so all team members have time off to their personal lives.

In all cases though it would be a fully bonded and insured team member that covered for your regular pet sitter, and they would have the complete file on your pets needs and care instructions

I am worried about giving someone the keys and access to my home. How am I protected?

We understand your concern. We are all fully insured and bonded under a pet sitting policy. All team members are bonded and have had police background checks done on them.

In addition to this keys are tagged in a way that there is no way if they were lost anybody who found them could track them to your home.  We require 2 keys.  All keys are kept in a secure lock box in the office until needed by the pet care provider.   At that time they are given one key to use for the duration of the visits and the other key remains in the lock box in case of Emergencies.

Why do you require 2 keys to my home?

2 keys are required in case of emergency.   We have had situation in the past where one of the team members was in a car accident and the car was towed away with keys in it while she was  taken to the hospital.   No matter what the situation we want to ensure that we can get into your home to take care of your beloved pets.  If any type of emergency was to occur we can just get the spare from the office and go take care of your pet.  Please read this article for more detailed information on why we NEED two keys to your home.

Why aren’t your prices on your website?

Another great question.   I suppose we could put “visits start at $15.00” but instead we ask you to contact us.   There are so many variables, length of visit, location, pets, the ability to mix and match length of visits.   All these factors will affect the total price.

Our goal is to help you find the service that is best for your pet and your budget.   So please give us a call and we will help customize the right package and give you the price.

I have more questions, how do I get in touch with you?

There is a contact form to the right on this page, or please feel free to contact us either by email  at york.info@yahoo.ca OR yorkprofessionalpetsitting@yahoo.ca or by phone at 289-221-4573.   You can also join us on facebook, twitter or LinkedIn to meet current clients and ask them or myself directly about the service.

What’s my next step?

Fill out the contact form, call or email us and I will be happy to address any further questions or set up your complimentary meet and greet.  Click the follow me on facebook link at the top of the page and join our commumity of pet lovers. Even if you are not a client or never will be. We all love to talk about our pets and others, share photos, funny stories, pet care information, training tips and suggests. Please join us and don’t forget to post a photo of your pet too.