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FAQ

  1. How do I arrange for service?
  2. How do I know you have me on your schedule?
  3. How do I pay for services?
  4. How do I get my keys back?
  5. How do I arrange for future services?
  6. How much notice do you need to schedule pet care for my pets?
  7. Is there a limit to the number or kinds of pets you will care for?
  8. Do you provide service on holidays?
  9. Can I call or email to check on my pets?
  10. What if my pet gets sick or is injured while I am on vacation?
  11. What if I have to cancel my service?
  12. What if I am delayed getting home from my trip?
  13. What is your policy in the event of inclement weather?

 

 

 

How do I arrange for service?

All new clients must schedule a registration appointment prior to the start of the first service.  This allows you to meet your pet caregiver and communicate your pet’s needs to him or her.  Your caregiver will note all care instructions for your pet.  This information will be stored in our database for future reference.  Please remember to update us if your pet care instructions change.  Your caregiver will collect two (2) house keys at this time, one of which will be locked in our office in case of emergency.

 

How do I know that you have me on your schedule?

As soon as you schedule service, an email will be sent to you from our scheduling system detailing your requested service dates and the total cost for services.  Three to four days before service begins, a confirming email will again be sent to you.

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How do I pay for services?

The first time you use our service, we will collect payment at the registration visit.  When you book future services, payment must be received in our office 48 hours before service begins. 

 

How do I get my keys back?

Polly’s Paws offers a KeyOnFile program.  This program allows your keys to be retained by Polly’s Paws in the event that future pet care or emergency care is needed.  At your request, your keys will be returned to you when service is completed.  A key pickup will then be required before any future service can be performed.  There is a $20 fee for this service.

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How do I arrange for future services?

You may call us, send us an email, or log in to our scheduling system to request future service.  Your request is confirmed once you receive the email from our scheduling system.  If for any reason we are unable to provide service for the requested dates, we will contact you immediately.

 

How much notice do you need to schedule pet care for my pets?

We prefer two weeks’ notice; however, we recognize that this is not always possible and will make every effort to accommodate your pet care needs on short notice.

 

Is there a limit to the number or kinds of pets you will care for?

There is no limit; however, your fee will be adjusted in accordance with our fee schedule.  Please note that we will not accept assignments for pets who have demonstrated any aggressive behavior toward people.

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Do you provide service on holidays?

Polly’s Paws provides pet care services 365 days a year, including all holidays.  Pet sitting rates for the holidays listed below are charged at 1 ½ times the normal visit charge:

  • New Year’s Eve
  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day

                                          

We require a 50% nonrefundable deposit 2 weeks prior to the onset of any service that includes the holiday, the week preceding the holiday or the week following the holiday.

 

Can I call or email to check on my pets?

Yes.  Emails are checked several times each day.  If you receive voice mail when calling our office, your call will be returned promptly.

 

What if my pet gets sick or is injured while I am on vacation?

For emergency vet care, we will charge an emergency care fee of $50 plus an hourly rate of $35 for your pet caregiver’s time spent at the vet’s office or clinic, plus the cost of vet care if we must pay for the care ourselves.  We will attempt to have the vet or animal hospital bill you directly.

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What if I have to cancel my service?

You may cancel your service up to 72 hours prior to the first scheduled visit without incurring a cancellation fee.  If service is cancelled less than 72 hours prior to the first scheduled visit, you will incur a cancellation fee equal to $35 or one day of service, whichever is greater.  Please also note our nonrefundable deposits for holiday pet sitting.

No refund or credits will be issued should you decide to return early from your trip.

 

What if I am delayed getting home from my trip?

We ask all clients to please call us as soon as they arrive home from their trip.  If you know you are going to be delayed, please call us as soon as possible to arrange additional visits for your pets.  If you are unable to call us and we are unable to get in touch with you, we will continue to make visits to your pets and will invoice you for the additional visits.

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Polly NortonWhat is your policy in the event of inclement weather?

For the health and safe of our pet caregivers, please have your walkways free of snow and ice.  Below are our inclement weather policies:

  • Regularly scheduled midday walks will be cancelled when your local government closes due to inclement weather.  If there are no closures, your caregiver will try to get to your home as soon as is safely possible.
  • If you are traveling, we ask that you provide an emergency contact (preferably a neighbor or friend that lives nearby) with a key to your home in the event that your caregiver is unable to safely get to your home during extreme weather conditions.

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