FAQ Frequently Asked Questions

How   do   I   know   I   can   trust   you   in   my   home   with   my   precious Pet ? The   first   question   anyone   should   be   asking   of   any   potential pet   sitter,   well   firstly   we   are   not   just   a   name   on   a   social   media site    and    an    anonymous    email    address,    all    of    our    details including   our   home   address   and   telephone   numbers   are   here on   the   site   and   as   it   says,   you   welcome   to   visit   us   and   our   5 cats   and   2   chinchillas   at   the   home   we   have   owned   and   lived in   for   the   past   20+   years.   Our   details   can   also   be   verified   by our   Criminal   Records   Bureau   certificate   which   we   will   be   glad to   show   you   and   which   any   potential   pet   sitter   should   have, this   is   a   certificate   from   the   government   firstly   verifying   who we   are   and   secondly   showing   any   criminal   records   we   may have    (none    in    our    case    of    course).    We    are    insured    with Petplan   Sanctuary   pet   sitting   insurance,   again   any   pet   sitter should   be   properly   insured   for   theirs   and   your   safety.   When we   attend   your   property   nobody   except   the   two   of   us   will   ever enter   and   finally   our   reviews   on   the   site   I   hope   show   that   you can   trust   us,   they   are   all   100%   real,   from   real   customers   and we   are   proud   of   our   record   that   every   person   we   have   ever done   a   pet   sitting   for   has   come   back   and   become   a   regular customer,   we   have   never   lost   a   customer   except   for   people moving out of the area. What is the pre-visit for ? The   pre-visit   is   only   done   once   before   our   first   visit,   this   firstly is   to   allow   you   to   meet   us   and   make   sure   you   are   happy   with us   coming   in   to   your   home   and   more   importantly   looking   after your   little   friend,   this   is   the   time   to   ask   us   any   questions   and the   time   we   can   show   you   things   like   insurance   and   CRB certificates.   The   most   important   part   for   us   on   the   pre-visit   is to   go   over   the   care   of   your   pet,   do’s   and   dont’s,   their   feeding regime,   any   medical   needs,   even   to   find   out   their   favorite   toy, everything   we   need   to   properly   care   for   them   while   you   are away.   This   is   also   the   time   we   go   over   things   like   vets,   get emergency   contact   details   and   discuss   where   we   can   and can   not   go   in   your   property   and   even   any   other   jobs   you would   like   us   to   do   like   watering   your   plants   while   you   are away.   If   you   decide   not   to   go   ahead   with   the   sitting   after   the pre-visit,   their   is   no   charge   and   for   future   visits   we   will   just check   nothing   has   changed   and   note   any   changes   on   your record. How Long does a Visit Last ? We   say   our   visits   are   30-45   minutes   but   it   really   depends   on your   pets,   on   arrival   we   will   firstly   see   your   pets,   make   sure they   are   OK   and   then   proceed   with   the   feeding   and   cleaning, this   involves   emptying   all   bowls   and   washing   them,   cleaning and   disinfecting   litter   trays   and   areas   they   are   located   and replenishing   them.   Then   its   pet   time,   some   pets   are   shy   and just   want   to   be   left   alone,   we   will   try   to   friend   them   over   the sittings,   it   often   takes   a   couple   of   visits   before   they   will   lets   us pet    them    but    usually    if    we    have    met    them    before,    they remember   us   and   are   fine   so   its   play   time   straight   away.   So the   actual   time   we   spend   depends   on   them,   if   they   really   do want   to   be   left   alone   then   the   visit   will   be   shorter   but   if   they want   cuddles   and   to   play   then   we   will   often   be   there   60 minutes   later   still   playing,   the   visits   are   geared   around   your pet and their needs. What do I need to supply during the pet sit ? Food    and    litter    generally    is    all    you    will    need    to    supply, anything   specific   to   your   pet,   we   bring   a   bag   load   of   supplies such   as   waste   bags,   anti   bacterial   wipes,   scoops,   surface cleaner   even   fresh   air   spray   and   carpet   cleaner   in   case   your little   one   has   an   accident   on   the   carpet.   We   also   bring   a portable    vacuum    to    clean    up    hair    and    litter    but    we    will generally   only   use   this   if   it   does   not   scare   your   pets,   some pets   hate   vacuum   so   we   also   have   a   good   old   fashioned quiet   dustpan   and   brush   so   we   don’t   stress   them   out.   Our aim   is   that   you   just   need   to   worry   about   your   packing   and   let us worry about your little friends. Can you give medicines, tablets, injections ?   Yes,    we    have    customers    who’s    pets    have    quite    complex medical   needs   such   as   diabetes   which   requires   tablets   and injections,   we   just   ask   that   you   let   us   know   about   this   when you   first   book   so   we   can   go   over   exactly   what   they   require, for   instance   a   diabetic   cat   usually   requires   injections   as   the same   times   every   day   and   we   will   need   to   know   how   your   pet is   with   things   like   being   given   tablets   or   injections,   we   carry things   like   pill   injectors   to   help   giving   tablets   and   we   may   ask to   visit   when   you   are   giving   them   so   we   can   see   what   works best with your pet. What if their is an emergency while I am away ? In   the   pre   visit   we   will   get   all   the   emergency   details   we   may need   this   includes   all   your   pets   details,   their   vets   details   and any   insurances   in   place,   we   will   also   ask   for   the   details   of   at least   one   emergency   contact   who   we   can   speak   to   if   you   are un-contactable,   this   is   usually   a   family   member.   If   your   pet needs   emergency   treatment,   we   will   of   course   take   them straight   to   the   vets,   we   will   usually   take   them   to   your   own   vet and   of   course   contact   you   or   your   emergency   contact   to   let you   know   what   is   happening.   If   their   is   an   emergency   issue with   your   property   such   as   a   leak,   we   will   contact   you   or   your emergency   contact   straight   away   and   of   course   help   with anything   that   is   needed   to   fix   the   issue.   To   date   our   only emergency    was    the    concierge    of    a    building    losing    the customers   keys   when   we   came   to   collect   them   at   the   start   of the   visit,   thankfully   they   did   eventually   appear   after   some frantic calls to their emergency contact. How do I pay for your service ? We   have   decided   on   Paypal   for   our   payment   provider,   this allows   us   to   accept   most   types   of   credit   /   debit   cards   with   the security   of   the   worlds   largest   on-line   payment   processor,   if you   have   a   Paypal   account   you   can   of   course   pay   using   that as   well   but   you   don   not   require   a   Paypal   account   to   make   a payment   through   them,   this   also   means   you   are   covered   by the   Paypal   guarantee   which   protects   your   money   should   you for   any   reason   not   be   happy   with   our   service   and   we   of course    never    get    your    card    details    as    Paypal    process everything.    We    do    also    accept    good    old    cash    but    for everyones   safety   and   simplicity   we   prefer   Payal   payments   if possible.   Once   a   booking   is   confirmed,   around   a   week   before we   email   you   an   invoice   using   Paypal,   this   will   have   all   the details   of   the   dates   we   will   visit,   please   check   these   are   all correct   then   when   you   are   ready   simply   click   on   the   link   in the   email   to   take   you   yo   Paypal   where   you   can   pay   using   a card   or   your   Paypal   account.   Unless   otherwise   agreed   we ask   that   all   sittings   are   paid   for   prior   to   their   start.   Any   extra days   or   purchase   of   food   or   litter   will   be   invoiced   on   your return, we ask that you settle this as soon as possible. What happens if I am delayed returning home ? We   know   that   from   time   to   time   things   can   happen   that   mean your   trip   might   be   extended,   if   this   should   happen   just   let   us know   as   soon   as   you   can   and   let   us   know   how   long   you might   be   delayed   for   and   we   will   make   sure   your   precious pets   are   cared   for   until   your   return.   This   could   involve   us using   a   trusted   partner   to   do   the   visits   in   the   rare   case   we   are not   available   on   the   extra   days   but   we   would   discuss   this with   you   should   it   be   necessary   and   our   general   rules   is   to make   sure   we   are   available   for   a   week   at   the   end   of   any booking    where    we    are    available    just    in    case    anyone    is delayed.   We   do   ask   that   on   any   booking   you   let   us   know when   you   are   back   so   we   know   your   pets   are   now   back   in your   safe   hands   and   we   will   continue   to   visit   until   we   know they   are   safely   back   with   you   (we   leave   a   reminder   card   on our last visit). What happens if you do run out or food or litter ? We    do    ask    that    you    try    to    make    sure    their    is    enough food/litter   for   while   you   are   away   and   some   spare,   some   pets require   a   certain   type   of   food   for   medical   reasons   and   we don’t   want   to   upset   their   stomachs   by   suddenly   giving   them different   food   to   the   one   they   are   used   to   and   indeed   with litter   many   pets   will   not   use   litter   trays   if   you   suddenly   change from   what   they   are   used   to   so   we   prefer   to   have   a   good supply   of   their   usual   food   and   litter.   That   said   sometimes things   do   run   out   and   we   will   do   our   best   to   get   the   same type   that   is   already   there,   if   its   food   and   we   cant   get   the same   type,   we   will   obviously   check   with   you   before   giving them   anything   else   and   dietary   needs   is   something   we   would have   gone   over   in   the   pre   sit   visit.   We   carry   both   litter   and food   for   emergencies   and   we   will   then   source   some   and invoice   this   plus   20%   (receipts   will   be   provided)      to   cover   our time   to   purchase   the   items.   Rest   assured   your   pets   will   never be   without   food   /   litter   or   any   other   essential   items.   If   you have   been   unexpectedly   delayed   then   we   do   not   add   the 20% charge. Is their a charge is I cancel my booking ? Nope,   we   understand   that   things   sometimes   change,   if   you need   to   cancel   as   long   as   you   let   us   know   before   we   turn   up for   the   first   visit   or   if   your   home   early,   let   us   know   before   we make   the   next   visit   then   their   is   no   charge   and   we   will   refund any   unused   days   or   keep   it   on   your   account   for   next   time, whichever is best for you. Are their any days you don’t cover like Christmas ? No,   we   are   a   365   day   a   year   service,   like   many   services   we do    charge    extra    on    some    days    like    bank    holidays    and Christmas   and   Boxing   day   but   we   are   available   every   day   of the   year.   If   you   think   you   will   need   us   over   the   Christmas period   we   ask   you   to   let   us   know   as   early   as   possible   as   it cant   get   very   busy   and   of   course   we   also   need   to   have   our Christmas   dinner   so   we   have   a   limited   number   of   places   but will always try to fit everyone in. Why don’t you pet sit dogs ? We   have   so   many   people   asking   us   to   provide   the   same   level of   service   for   their   dogs   that   we   do   other   pets,   sadly   firstly are   are   not   dog   people,   we   have   20+   years   of   experience with   cats   and   other   small   animals   such   as   mice,   rats,   rabbits, chinchillas,   hamsters   and   tortoises,   we   feel   we   can   provide the   high   level   of   service   to   these   types   of   animals   and   other small   animals   but   dogs   are   a   totally   different   thing,   you   need to   understand   dogs   and   of   course   you   will   be   taking   them   out interacting   with   other   people   and   animals   and   we   just   do   not feel   at   this   point   that   we   could   provide   the   same   level   of   care we   provide   to   cats   and   other   small   animals.   Something   to also   be   aware   of   when   choosing   someone   to   sit   or   walk   your dog   is   insurance,   yes   a   cat   can   cause   a   lot   of   damage   if   they want   to   but   as   they   will   only   be   in   your   home   with   us,   thats   a risk   we   as   pet   sitters   take   and   of   course   are   insured   for,   dogs will   be   taken   outside,   should   a   dog   attack   another   dog   or   a person,   you   could   find   yourself   on   the   end   of   a   large   bill,   our insurance   only   covers   us   for   sitting   animals   in   your   home, dog   sitting   insurance   is   another   matter   entirely   but   something you   as   the   owner   needs   to   make   sure   is   in   place,   remember the   insurance   on   your   normal   say   Petplan   Pet   Insurance   will not   cover   you   or   your   dog   or   indeed   any   animal   when   a commercial   pet   sitter   has   them,   its   up   to   the   pet   sitter   to   have cover. What do you do on a pet sit ? Well   firstly   on   arrival   we   will   make   sure   we   see   your   pet,   if   its a   rabbit   in   a   cage   no   problem   but   we   often   have   to   play   find the   cat   if   they   decide   to   hide   under   a   bed   or   in   a   favorite hiding   space,   our   first   concern   is   make   sure   they   are   OK   and we   have   seen   them.   If   they   are   a   cat   with   outside   access   we will   call   them,   bang   their   bowl   and   let   them   know   we   are   here and its food time. Next   its   cleaning   time,   all   bowls   are   taken   up   and   emptied, even   biscuits   are   removed   (to   be   put   back)   and   all   the   bowls washed   and   refilled,   we   clean   and   disinfect   food   mats   and the   flooring   around   their   food   area.   Wet   food   is   of   course removed   and   changed.   We   will   monitor   the   amount   of   food and   water   being   used   to   make   sure   they   are   eating   and drinking   normally   and   make   sure   they   never   have   an   empty bowl. Trays   next   usually,   depending   on   how   long   we   are   sitting   and the   type   of   litter   used,   we   will   possibly   completely   empty   the tray,   wash   and   disinfect   it   then   refill   it   at   least   once   but   every other   day   we   will   empty   any   mess   and   clean   the   tray   inside and   out   with      antibacterial   wipes.   We   will   clean   and   disinfect the   area   around   the   trays   and   clean   up   the   litter   that   tends   to be   thrown   everywhere   by   our   little   friends.   If   its   a   caged animal   such   as   a   rabbit   we   will   clean   waste   from   cages   and change   everything   based   on   the   agreed   cleaning   routine.   We supply bags and wipes and will dispose of all waste. Next   we   do   our   sweep   of   the   house,   a   quick   walk   around   to make   sure   nobody   has   been   sick   or   done   their   business anywhere,   we   carry   things   like   carpet   cleaner   and   a   portable vacuum   so   we   will   clean   up   any   mess.   This   also   helps   us   to make sure they are fit and well. Now   its   pet   time,   time   to   play,   have   a   cuddle,   just   sit   with them   if   they   are   timid   and   not   sure   of   us   yet,   we   will   engage them   with   their   favorite   toys   and   if   they   are   allowed   treats   like Dreamies   we   do   carry   a   supply   or   will   give   them   any   you have   for   them   but   in   moderation   of   course   and   only   if   agreed with   you,   we   will   groom   them   and   now   is   the   time   to   also   give any medicine they may require. We   will   in   there   also   do   anything   else   we   have   agreed   like water   plants   or   open   /   close   the   curtains,   switch   on   a   light   or turn it off. Then   its   time   to   leave   so   again   a   quick   walk   around,   make sure   we   see   them   again   just   before   we   leave,   take   a   picture   if you    have    asked    us    to    keep    you    updated    and    wanted    a picture,   make   sure   everything   is   turned   off,   safe,   they   have food,   water   and   have   not   used   their   tray   in   the   mean   time and make a safe exit making sure the house is secure. Will you keep me updated on how my pet is ? Of   course,   we   know   ourselves   how   much   you   miss   them when   you   are   away,   we   can   email,   text   or   Whatsapp   you when   we   visit   and   indeed   send   you   a   picture   if   you   would like,   we   will   let   you   know   how   they   are   doing   and   if   their   is anything   we   are   unsure   of   we   will   check   with   you,   we   will also   let   you   know   of   things   like   deliveries   or   if   anyone   has turned   up   while   we   were   at   your   property.   We   can   do   this daily,   every   few   days,   weekly,   we   will   check   this   with   you   on the   pre-visit   as   it   often   depends   on   where   you   are   going   and the type of mobile access you might have available.