You have questions, we have answers!
How do I sign up? All new clients are emailed our new client questionnaire and contract. Once you submit your questionnaire and contract, we will create your account, book your service, and email you a confirmation with access to the customer portal. It’s that easy! We do not require a meet and greet in advance for in-home pet visits. If you do want a M&G, a flat fee of $30 will be charged for in-home meet and greets. There is no charge for a meet and greet at our pet resort or for meeting a sitter for overnight care in your home.
What services do you offer? We provide in-home pet care for any type of friendly pet, doggy daycare, boarding, bathing and nail trimming, overnight sitting, home cleaning, home checks, and more! See our rates here.
How does the pet sitter or dog daycare driver get access to my home? You will need you to provide either a lockbox, garage code, 2 copies of your key, or hidden key location prior to your start of service. Lockbox is preferred!
What time will the sitter come? Your pet sitter will arrive during your one-two hour time window. We cannot guarantee a specific time within that time window due to the potential for unexpected delays that walkers may encounter throughout their day.
What hours are in-home visits available? We offer visits from 7am-9pm seven days per week, even holidays!
What hours is the Pet Resort open? We open at 6:30am and close at 7pm seven days per week, even holidays!
How do I set a time window? When booking your visit choose the middle of the time frame time and we will add the hour+- to each visit. Example, if you want a visit about 10am, choose 10am and we will add the window on either side so the sitter will come between 9-11. If you have a puppy, or a pet with special needs, we can offer a one hour time frame. Please specify this when booking us.
Booking policies: We are available as needed, on a recurring weekly or monthly schedule, and even last minute! We ask all booking requests be made through our customer portal or in an email to our office. We can take reservations over the phone but prefer all requests be made online to avoid miscommunication.
Does the service cost extra on major holidays? Yes, major holidays are an additional $7 per pet care visit; day care, cage-less boarding and in-home overnight care are an additional $15 per family per day.
Holidays: New Years Eve, New Years Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day.
What are the pet resort animal guidelines? We only allow super friendly, non- aggressive dogs who are current on their vaccines and are fixed (if old enough).
- Proof of up-to-date shots and vaccinations—including CIV vaccine.
- Your dog must be spayed or neutered (unless they are too young).
- Your dog must be completely non-aggressive and super friendly with all dogs and people.
- You’ll need to provide pet food for your dog for the duration of their stay.
Do dogs have access to an outdoor area at the Pet Resort? YES! We have a huge fenced in yard and try to spend as much time outside as possible each day.
Late Booking Policy: A late-booking fee for all requests made less than 24 hours before the desired time of service will be applied.
Cancellation Policy: We understand that circumstances may arise which may change your plans. Keeping that in mind, we will gladly give a refund or credit for any reservation cancelled with a minimum 12 hours notice prior to the start of care for visits, day care, or boarding. Overnight care requires at least 48 hours notice for a full refund.
Payment Policies: We have two types of client types, bi-weekly (regular weekly service) or advance clients (books as needed). All bi-weekly clients are emailed an invoice at the end of each two week period. Advance clients are emailed an invoice at the time service is scheduled. We will charge your card the day before service begins or after the bi-weekly invoice is sent. If you don’t want to keep your card on file, you can pay online for each invoice. We accept all credits cards, ACH payments, and checks. ACH is preferred!
Pet Sitter Policy: ALL of our pet sitters and dog daycare and boarding attendants are all employees of Pet and Home Care. We have carefully selected and trained every person we hire. Each employee is bonded and insured through PHC, and has Workman’s Comp insurance. We also offer our employees health insurance!
We can not always guarantee your primary sitter will be assigned to your pet’s care. But we guarantee your service and will send a backup sitter if your assigned sitter calls out of work.
Winter Weather Policy: Our 12-hour cancellation policy is waived when road conditions appear dangerous or temps are below freezing. During the bad weather, we will still walk pups but will limit our time outside to give them a chance to do their business, then spend the rest of the visit playing and loving them inside. Any special requests please let us know. Don’t forget to keep pathways clear of ice and snow for the safety of your pets and their sitters. Please salt walkways and steps too. Leave a towel and jacket or sweater out for your pups as well. Also, remember that garage codes do not work if there is a power outage and be sure to have a backup method of entry if that is how we gain access.
Our Guarantee To You:
With Pet and Home Care, you’ll always receive professional, reliable and loving care for your pets and your home.
We hold our team to the highest standards, and we strive to exceed your expectations in providing outstanding service with every visit.
If for any reason you are not completely satisfied with our service, we will correct it right away and offer a money-back guarantee.