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FAQS

Dear Clients,

We’re in a different world now. It’s all so dizzying, surreal, and, yes, scary, but we have come together to adapt and adjust, and I couldn’t be more proud of the support we are seeing from our clients and our team. Pet and Home Care is going to stay strong and be ready when life gets back to normal. No one knows how long that will take, but I am committed to keeping the company alive and our clients and employees healthy.

At Pet and Home Care, the health of our clients, their families, and our employees are just as important as the health of the pets in our care. Like many companies across the country, we continue to monitor the impact of coronavirus as a health threat and are taking additional precautions to stay safe.

At our Pet Resort we have implemented the following changes:

– Meeting clients outside for pickup/drop off for dog daycare and boarding
– Avoiding client interaction when picking up/dropping off pups at client homes
– Cleaning all door handles multiple times each day
– Increasing our daily cleaning procedures to stay in accordance with safety precautions
– Staff are washing their hands frequently and throughout the day
– Any employee who does not want to work for any reason are not being asked to
– Any employee that has a fever or any other symptoms will stay home

For in-home pet care, we can still care for your pets if you are working from home without being disruptive to you. We have implemented the following changes to support these efforts:

– Sitters are washing their hands and sanitizing throughout the day
– Sitters are limiting time inside client homes and can even wait outside to do the “hand-off” with your pup
– Any employee who does not want to work for any reason are not being asked to
– Any employee that has a fever or any other symptoms will stay home

For home cleaning, we have implemented the following changes:

– Home cleaners are washing their hands throughout the day
– Additional disinfecting process for client homes available
– Any employee who does not want to work for any reason are not being asked to
– Any employee that has a fever or any other symptoms will stay home

In addition, we want to do everything we can to help you and our community during these difficult times. How can we help you and your family? Do you or a family member need help with shopping, running errands, vet transportation, or yard poop scooping? We are here for you. Please let us know if there are certain services you need right now and we will do our best to fulfill them.

For more updates and fun (non-corona posts) please follow us on Facebook and Instagram!

www.facebook.com/petandhomecarellc
www.instangram.com/petandhomecare

If you have any other concerns or you’re looking for more advice and ideas, please feel free to reach out to me. In the meantime, please be safe and stay healthy!

You have questions, we have answers!

PHC COVID-19 FAQ’s

Are you still offering services at this time?

Pet and Home Care is still offering services during this time including some new added services to anyone who may benefit from them.

 

  • Dog Walking/Cat Care
  • Dog Daycare and Boarding
  • Poop Scooping
  • Pet Transportation to Vet
  • Grocery Shopping and Delivery
  • Medication Pickup and Delivery
  • Home/Office Cleaning
  • General Errand Services
What precautions are taken when providing in-home care?

Our employees wear masks inside and outside of the home and will wear gloves if requested. They will frequently wash hands and use hand sanitizer before entering the home, while providing care, and after exiting the home.

We are also trying to limit care to only one sitter per household as much as we can to limit the number of people coming in and out of the home.

Our sitters are advised to notify us immediately if they do experience any related symptoms so that we can make other arrangements. If there are other precautions you would like for your sitter to take when providing care, please let us know and we will be sure to make a note on their schedule and notify them of your instructions.

If myself or anyone who lives with me is exposed, will you still care for my pet(s)?

No, we would need to suspend service.

How does the grocery shopping and delivery service work?
First, you would send your grocery list to care@petandhomecare.com along with the date and time of day you would like your groceries delivered and your preferred grocery store(s).
  • Please try to be as specific as possible in your list so that we can ensure we pick up the correct items. Include the item, preferred brand, type, and size/quantity.
  • For example – 1 container of milk: store brand, 2%, 1 gallon.
Once all items have been picked up, our manager Maiya will give you a call when she is on the way to drop them off at your home. At that time, if you are paying by check she will give you the total amount to be paid. Please have your check ready when she arrives to drop your groceries off.
She will drop your groceries off at your doorstep and knock on your door or ring your doorbell to let you know that they are outside, and proceed to stand a safe distance away from the door. She will wait until someone answers the door to leave the property.

Fees:

  • 20% of the total grocery cost will be added to cover gas/time expenses.
  • If paying by debit/credit card: an additional processing fee of 6% of the grocery cost will be added to your total.
  • If paying by check: only 20% of the total grocery cost will be added.

Medication pick up:

  • Please include the full name of the individual (first, last)
  • Date of birth
  • Please specify which prescriptions need to be picked up. This is so that Maiya can verify the correct prescription is being given from the pharmacy and to avoid picking up any filled medications that may not be needed anymore
Where can I find resources relating to COVID-19?
What is the Coronavirus?

According to the CDC, Coronavirus Disease 2019 (COVID-19) was “first detected in Wuhan City, Hubei Province, China. The first infections were linked to a live animal market, but the virus is now spreading from person-to-person. Unfortunately, there are still many unknowns at this point.

Situation Summary. (2020, March 21). Retrieved March 27, 2020, from https://www.cdc.gov/coronavirus/2019-ncov/cases-updates/summary.html

Can my pet get Coronavirus?

As a pet parent, I understand your concerns! While dogs may be at risk to contract certain types of coronaviruses, (ex. The canine respiratory coronavirus), COVID-19 is NOT believed to be a threat to pets.

The World Health Organization and the Center for Disease Control and Prevention stated there have been no reported cases of coronavirus in domestic animals. Of course, it’s still early days and this could change. Be mindful to keep up with the latest news to monitor for any updates. Of course, if you notice any changes in your pet’s health and/or behavior, take them to your local vet just to be sure. 

Q&A on coronaviruses (COVID-19). (2020, March 9). Retrieved March 27, 2020, from https://www.who.int/news-room/q-a-detail/q-a-coronaviruses

Animals and Coronavirus Disease 2019 (COVID-19). (2020, March 16). Retrieved March 27, 2020, from https://www.cdc.gov/coronavirus/2019-ncov/prepare/animals.html

How can we prevent Coronavirus?

Unfortunately, there is no current vaccine to prevent COVID-19. Naturally, the easiest way to prevent illness is to avoid exposure – however, we can’t lock ourselves inside forever! Plus, our furry friends love the outdoors. 

As you go about your daily routine, keep these simple reminders with you:

  • Stay home when you are sick.
  • Avoid close contact with people who are sick.
  • Avoid touching your eyes, nose, and mouth.
  • Regularly wash your hands often with soap and water for at least 20 seconds.
  • Clean and disinfect frequently touched objects and surfaces using regular household cleaning sprays or wipes.

While these may be actions you already practice every day, it’s always good to keep in mind and encourage others to do the same!

Prevention of Coronavirus Disease 2019 (COVID-19). (2020, March 18). Retrieved March 27, 2020, from https://www.cdc.gov/coronavirus/2019-ncov/prepare/prevention.html

Business precautions we are taking

As your trusted pet sitter, please know that we are doing everything we can to keep a safe and healthy environment for YOU, your pet’s, and our employees. It’s one thing to worry about yourself and your family with the spread of disease, but it adds another layer when you have a business to run and staff members to think about. 

At our Pet Resort we have implemented the following changes:

– Meeting clients outside for pickup/drop off for dog daycare and boarding

– Avoiding client interaction when picking up/dropping off pups at client homes

– Cleaning all door handles multiple times each day

– Increasing our daily cleaning procedures to stay in accordance with safety precautions

– Staff are washing their hands frequently and throughout the day

– Any employee who does not want to work for any reason are not being asked to

– Any employee that has a fever or any other symptoms will stay home

For in-home pet care, we can still care for your pets if you are working from home without being disruptive to you. We have implemented the following changes to support these efforts:

– Sitters are washing their hands and sanitizing throughout the day

– Sitters are limiting time inside client homes and can even wait outside to do the “hand off” with your pup

– Any employee who does not want to work for any reason are not being asked to

– Any employee that has a fever or any other symptoms will stay home

For home cleaning, we have implemented the following changes:

– Home cleaners are washing their hands throughout the day

– Additional disinfecting process for client homes available 

– Any employee who does not want to work for any reason are not being asked to

– Any employee that has a fever or any other symptoms will stay home

How we are keeping our employees healthy

To keep YOU safe, we’re encouraging our staff members to stay home if they’re feeling ill. In running a pet sitting business, we know that our employees need to be super cognizant not to spread germs from house to house. Our basic protocol is for pet sitters and dog walkers to always wash their hands at the beginning and end of each visit and throughout the day at our pet resort. We are also providing masks and gloves to our team.

Policy for cancellation of Acts of God

An “Act of God” is a legal term for events outside of human control, such as sudden floods or other natural disasters, for which no one can be held responsible. While illness is an unusual reason for declaring this policy, it certainly isn’t out of bounds. 

As our loyal client, if you have to cancel last-minute due to COVID-19, we’ll work with you on any refunds/rescheduling. We ask that you please let us know sooner rather than later – and if you believe someone in your home or your pet to be ill, we’d prefer you to cancel any services you have booked. 

Are you considered an essential business?

Maryland has ordered all non-essential businesses to close. As of now, we are considered an essential business, and as long as we take extra precautions, we can stay open and service our clients. 

We are classified in the Interpretive Guidance document from the Office of Legal Counsel under section 2 labeled ” Businesses, Organizations, and Facilities That May Remain Open”, section “i. The Food and Agriculture Sector” subsection “ix. Veterinary hospitals, clinics, and kennels.”

https://governor.maryland.gov/wp-content/uploads/2020/03/OLC-Interpretive-Guidance-COVID19-04.pdf

PHC FAQ’s

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.

What are your 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.

*We do have certain breed restrictions for the safety of the pets in our care. Chihuahuas, German Shepherds, Bully Breeds (with the exception of Boxers, Boston Terriers, and French Bulldogs), Mastiffs are currently not allowed for boarding or daycare.

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.

PHC Policies

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.

Book Your Meet & Greet Today!

We can't wait to meet you!

Pet Resort Hours

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Mon - Sun
6:30am-7:00pm

Office Hours

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Mon - Sun
7:00am-9:00pm

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