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 8 AM to 4 PM Monday through Friday. Closed on Saturday, Sunday and Holidays.
Our pet sitting hours are 7 AM to 9:30 PM seven days a week, 365 days a year.
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-minute increments and can be mixed and matched to suit your pets needs and your budget. 15-minute visits are reserved for young puppies and senior dogs only.
There are a few requirements – for example, vacation care for dogs at least one visit in the day needs to be 30 minutes and all first visits must be 30 minutes in order to give your pet time to be familiar with their caregiver.
Our goal is to keep your pet’s routine as close to normal as possible and we will discuss how to customize the visits at the meet and greet.
What is the process for hiring you?
We have made things as easy as we can for you. Book your complimentary meet and greet. Within one business day, you will receive an email with a username and password to sign onto your secure online account. Fill out the detailed information on your pets needs and routine, or we can fill it out for you from the information we gather at the meet and greet. At the meet and greet, we will pick up 2 sets of keys or discuss how we get to access your home to care for your pet.
You then have complete control over your account – with the free app or through the online portal you can book, change, cancel visits. Keep your information updated, view visits and pay the invoice.
What is the payment process?
Payment could not be easier. Through the secure and full encrypted app or your personal online portal, you can view and pay invoices by Visa or MasterCard.
Are there any additional costs involved?
There is an additional fee for visits on a statutory holiday (New Years Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving, Christmas Eve after 6 PM Christmas Day, Boxing Day and New Year’s Eve after 6 PM)
On top of the base charge you will be given there is a fee of $5.00 per extra dog in the household or additional cats over 3 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.
There are no additional charges for weekends, holidays or administering medication.
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. A tip can easily be added when you pay your bill and 100% goes to your pets caregiver.
How much notice do you need for vacation care?
We always do our best to accommodate last minute visits however it’s not always possible. If you already have an account it is easier as we have everything on file.
The more notice we have the better. Holiday periods (March break, long weekends, summer, Christmas) sometimes book up months in advance.
My best suggestion is when you book a vacation, business trip, wedding, or another event book your pet care right away.
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.
For dogs, a minimum of 3 visits is required and one of those visits must be a 30-minute visit, even if your dog does not walk for that long, they need the companionship and TLC.
Will it always be the same person coming in to look after our pet?
We do assign you a primary walker, however, we cannot guarantee the same person each time you book a walk. We work as a close knit team and communicate often with each other, so all information is passed onto each team member caring for your dogs. If your usual walker is on holiday, ill or has a family emergency, another team member will be armed with all the necessary information to make sure your pup’s routine stays the same.
Our promise is that we will always have a trained, qualified walker to cover your dog walking needs. Our walkers are qualified employees (not independent contractors) who are team members. They are insured, canine first aid trained and police checked. We hope you will enjoy getting to know us all!
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 very specific Pet Sitting policy that covers all the unique issues associated with being in a client’s home and caring for their pets. All team members are bonded and have had police background checks done on them.
Please visit our key control page for more information.
Why do you require 2 keys to my home?
2 keys are required in case of an
Why aren’t your prices on your website?
Another great question. I suppose we could put “visits start at $18.00” but instead we ask you to contact us. There are so many variables, length of visit, location, pets, the ability to mix and match the 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 on this website or please feel free to contact us either by email at email@example.com or by phone at 289-221-4573.
What’s my next step?
If you have further questions feel free to fill out the contact form on the contact us page, call 289-221-4573 or email firstname.lastname@example.org If you are ready to book your complimentary meet and greet just go ahead and click on the Book Meet and greet button at the bottom of this page
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.
I do not feel comfortable having team members I have not met in my home without meeting them first. Would it be ok to set up a meet and greet with each team member before they walk my dog?
Absolutely! Your first meet & greet is always free. Additional meet and greet visits are charged at the same rate as visits. Just call or email the office to arrange it.
Will my dog be walked with other dogs or taken to a dog park?
No, your dog will be given one of one attention unless of course, they have a brother/sister in the house who they like to walk with.
All walks are on a leash or in your secure backyard. For your pet’s safety, your dog is never taken to a dog park or let off the leash.
Please notify York Professional Pet Sitting Inc. as soon as possible if you need to cancel all or part of your service. Once service has started for the service period, cancellations and/or early returns are non-refundable.
For regular mid-day walks 1 full business days notice is required for a credit on your next invoice.
For vacation care EXCEPT those that include a statutory holiday. 7 days notice is required for a full refund, up to 4 full business days notice you will received 50% credit on your next invoice, less than 3 full business days no refund or credit will be issued. Invoice must be paid in full.
For vacation care that includes any visits on a Statutory Holiday NO refund or credit will be given with less than 7 business days notice. Invoice must be paid in full.
***Please understand that we may have turned away other clients because we have reserved time for you, especially during the holiday seasons, which are the busiest periods. Your cooperation in adhering to our cancellation policy is greatly appreciated.***
Key Copies and Access to Your Home
Clients must provide lock box or 2 working sets of keys to be used for entry. Due to power outages and sensitive garage door openers, client must provide a key to a door in addition to the garage door opener or key pad codes for garage doors. For clients who choose not to keep your key(s) on file with York Professional Pet Sitting Inc., there is a key pickup/drop off charge of $10 for each trip.
Normal visiting hours are 7:00 AM until 9:30 PM. All visit requests are scheduled within a two-hour window. Due to pet illnesses, traffic, inclement weather, etc. a specific time cannot be guaranteed for your pet’s visits. Pets requiring medications or special needs pets will be given priority.
While we assign you a primary walker, we cannot guarantee the same person each time you book a walk. We work as a close-knit team. All update on your file will be available to the team member caring for your dogs.
If your usual walker/sitter is ill, on vacation or has their own emergency to deal with, a trained and a qualified team member will be happy to step in and give your pup the same love and care they are used to.
If your regular walker is unavailable and you need to meet your new walker we are happy to arrange an additional meet and greet. Your first meet and greet is always free, any additional meet and greets you request will be charged the regular 15 minute visit fee.
Trust your pet with Newmarket/Aurora's longest serving Pet Sitters!
Serving the pets of Newmarket, Aurora, Sharon, and Holland Landing Since 2000
Commuting to Toronto or up to Barrie? Recovering from surgery or an illness? Traveling? We're here to help!