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Answers to the most common
questions asked |
Select a category, then
select a question ...
A B O U T L O V I N
G P A W S & H O U S E
S I T T I N G
> What is pet sitting?
Pet sitting is
the work of a
pet sitter, usually a contracted professional, which
involves caring for pets in their own home while their pet
parents are away from home. Care normally involves: giving affection, playtime, feedings,
dog walks and/or cleaning the litter box, and is provided by way of
daily visits made on a scheduled basis and for fixed
durations.
> Why use the services of a
professional pet
sitter?
Professional pet sitters are just what
the description implies – professional. This means they have
the knowledge, skills, experience, and support necessary to
provide the proper, ongoing care for pets, including during
emergencies. It means you can count on them to be there
each time and for the durations agreed to, and
to do their job to your satisfaction. They
are obligated to operate according to high and strict
standards of conduct in performing their work, both in terms
of proficiency and of ethics, and to place your interests
and those of pets at the forefront by exercising due
diligence in serving those interests. It also means they are
insured, and have had their backgrounds checked. In short,
they’ve got your tail covered.
> Why use the service of a
professional dog
walker?
Dogs need
regular exercise to stay physically healthy. Regular exercise
and socialization also helps dogs to stay mentally healthy
and be less anxious, excited, and/or destructive. Hiring a
professional dog walker ensures quality and safety of care
when you are not there and it helps meet your dog’s needs
for affection, companionship, and exercise.
A professional is insured and has the
support and knowledge to deal with an emergency.
While the teenager down the street may offer to walk your
dog for an incredibly low price, paying slightly more for a
professional ensures accountability: walks will be done on
time, for the duration required, and by someone with the
knowledge, skills, experience and support
to provide proper, ongoing dog walks.
> What makes LP&HS different?
>
Peace of Mind: We are bonded and insured. Our sitters
are trained and given a full array of tools and ongoing
support. All sitters undergo a thorough criminal background
and references check. Sitters are also monitored on a
regular basis to ensure they successfully completed their assignments.
>
Qualified & Caring Sitters: All of our sitters are pet
owners themselves; they give pets love, heartfelt attention
and skilled care that you would expect from a professional;
they simply treat each pet as though it were one of their
own.
>
Service Selection – We offer a wide variety of services
that can be easily and quickly tailored to meet your unique
needs. Our Fitness for Paws service ensures your pet
will always receive a enough exercise with each visit. We
also strive to accommodate any special request.
>
Availability & Coverage: We use sophisticated systems
and employ a large team to assure a sitter is always
available whenever and wherever you need us – especially
during those all-important holidays! At LP&HS, you can count
on a heartfelt friend.
>
Meet & Greet Consultation: One-on-one meetings between
you, your pet, and your sitter are provided to ensure all of
your questions are addressed and to allow your sitter to
gather important information about and become acquainted
with your pet.
>
Prompt Communication:
We verify emails and
voicemails on an ongoing basis 365 days a year and respond
within 24 hours, and sooner for urgent bookings or
emergencies.
>
No Guesswork: You can call or email us, or look online,
anytime to check up on your pet when you're away. When you
arrive at home, a detailed assignment report and/or brief
diary notes about each visit, prepared by your sitter, are
waiting for you.
>
Glowing Reputation:
With hundreds of
satisfied clients, we have earned a sound reputation as one
of the most trusted and relied upon pet care service
providers in the region. Feel free to read our clients’
testimonials!
> What kind of insurance
does LP&HS have?
As a provider of
professional pet & house sitting and dog walking services,
we realize that it is important for you to feel reassured
and comfortable before leaving your pet, home, and belongings
in our care. We are fully insured in case we are found
responsible for damage to your property, including your pet.
We also have coverage for third-party bonding, guaranteeing
to you that your belongings are safe in our hands.
> Why is LP&HS a member of PSI or ACPSN?
We belong to ACPSN and PSI - Canadian and
U.S. pet sitter / dog walker associations - since we value their
commitment and efforts to promote and ensure excellence in
pet care. Part of this commitment is driven by the condition
that members abide to a code of conduct, which we fully
support and to which we adhere.
ACPSN = All Canadian Pet Services Network, Canadian
based (est. 2004)
PSI = Pet Sitters International, U.S. based
(est. 1995)
> Office hours, hours of service,
and service outside of normal hours?
> Office hours:
We undertake our administrative, office work between these
hours. Note, however, that we verify emails on a frequent
basis every day so that we may promptly address any
emergencies.
|
Sun |
Mon |
Tue |
Wed |
Thu |
Fri |
Sat |
|
X |
10 a.m.
to
6 p.m. |
10 a.m.
to
6 p.m. |
10 a.m.
to
6 p.m. |
10 a.m.
to
6 p.m. |
10 a.m.
to
6 p.m. |
X |
>
Hours of service: We make the bulk of our pet & house
sitting visits between these hours.
|
Sun |
Mon |
Tue |
Wed |
Thu |
Fri |
Sat |
|
8 a.m.
to
8 p.m. |
8 a.m.
to
8 p.m. |
8 a.m.
to
8 p.m. |
8 a.m.
to
8 p.m. |
8 a.m.
to
8 p.m. |
8 a.m.
to
8 p.m. |
8 a.m.
to
8 p.m. |
> Service
outside of normal hours: We can make sitting visits
before or after our normal hours of service, including
overnight, subject to sitter availability. For more
information:
Rates
> Can I hire the sitter
directly?
No. Our
sitters are prohibited from soliciting or accepting
assignments directly from clients, and have signed a
contract to this effect. The private cell or home phone
number of your sitter is only provided so that you can
contact him or her in an emergency or to report that you
have arrived home. We ask that you do not contact your
sitter directly to set up a future assignment. Thank you for
your understanding.
> Does LP&HS have references?
>
What kind of experience /
training do sitters have?
Some of our
sitters have Veterinarian Assistance Certification. All have
extensive personal experience caring for pets.
> Do LP&HS sitters
advertise on their vehicles?
Yes, some have
a advertisement displaying the LP&HS name, logo, telephone
number, and website address.
A B O U T S E R
V I C E S
> Where do you provide
service?
> Greater Ottawa, Ontario
> Smiths Falls and area,
Ontario
> Gatineau and area,
Quebec
> What can be included with
each visit?
> The drive
to and from your home for each sitting visit (15 km each way).
> Plenty of tender,
loving care.
> Playtime with favorite toys or activities.
> Fresh
food
and water, daily, at
times
specified by you.
> Walks or let
out in the yard for elimination and exercise.
> Daily
reports that chart the activities and
health of your pet(s) to help you know what happened when you were away.
Online reports are available (see
Online diary notes).
> Grooming, if
enjoyed by your pet(s).
> Daily clean up of feeding and
watering area and
bowls.
> Clean up of litter box
and/or cage during each visit.
> Administration of medications.
> Clean up of small accidents
(see "Clean up of
excessive pet elimination" under "Other" on our
rates
page
for big accidents).
> Watering of a few plants
(see "Additional Time" on our
rates
page
for many plants).
> Taking trash and
recycling bins out to the curb, and returning them to the home.
> A daily
checklist of tasks completed, and an end-of-assignment report card
that grades the behaviour of each pet.
> Our Veterinarian
Notification Card - see "Pet Medical and the Veterinarian Notification
Card", under the
"Emergencies" section of our
procedures page).
>
Bringing in mail, newspapers, and packages
into your home.
>
Alternating
turning on and off of lights.
>
Opening and closing window treatments.
> Opening and
closing the television and/or radio.
> Moving your
vehicle(s) in your driveway.
> A complete visual
security
inspection.
> How many visits do I need
per day?
We can visit
your home from 1 to 4 times per day on the days we visit, or
more often if you desire. The frequency you choose depends
on your personal preference, which should be guided by the
type and number of pets you have, and what you believe would
be the best care for your pet(s). Cats and other more
self-reliant pets need at least one 15-minute visit per day.
A dog may need as many as four.
> How long should a visit
be?
Standard visit
durations are 15, 30, 45, and 60 minutes, and can be longer by
adding 15-minute increments. A 15-minute visit is a quick
visit, and a 30-minute visit is the most common duration
chosen, while the 45- and 60-minute visits are growing in
popularity. The duration you choose depends on your personal
preference, which should be guided by the type and number of
pets you have, and what you believe would be the best care
for your pet(s).
> Are services guaranteed?
Yes. We
guarantee the duration of each visit, and the number of
visits per day. We also guarantee that the care will be
provided by a skilled, reliable, and compassionate
individual.
If, however and for any reason, you are
dissatisfied with our quality of service, we will do what is
necessary to make it right and assure your satisfaction.
> Is overnight sitting
available?
Yes, depending
on sitter availability.
> Is boarding in a sitter's
home available?
Yes, depending
on sitter availability.
> What type of animals
are not cared for?
We do not
sit farm animals
(unless it is domesticated), or pets that pose a danger to
the health and safety of our sitters, e.g. a very aggressive dog
or cat.
> Does LP&HS care for
outdoor cats?
No. It would make it too difficult for the sitter to
notice if the cat
is ill
or injured and, if the cat were ill or injured, it would be
coming
to an empty home for help.
> Are special
service requests possible?
Yes, depending
on sitter availability. We've had requests for house
cleaning, care of elderly persons, and were able to
accommodate these successfully. Please provide details of
your special request in the comments box at the bottom of
our online quote (new client) or reservation (returning
client) request forms.
A B O U T P R O
C E D U R E S
> When should I
book services and how?
If you are a new client (you never used our services before
and we don't have the necessary information on file to serve
you), please send us a quote request. To request a quote:
Quote request
If you are a returning client (you used our services before
and we already have the necessary information on file to
easily serve you again), please send us a reservation
request. To make a reservation:
Reservation request
You may also email and/or call us if time is of the essence
and we will make every effort to quickly accommodate you.
We confirm every request for our services by
email or telephone – never assume that our services are
confirmed if you did not hear from us; this is to ensure
your pet is never left alone and always receives the
necessary care.
We encourage you to book our services as soon as possible
(at least 2 weeks before the assignment starts).
> Are last-minute
requests for service possible?
Yes.
We
accept
last-minute bookings routinely from returning and new clients, and can usually
accommodate such requests
quite easily. We consider a request for our services to be
at the "last-minute" if it is made within 3 days of the start of an
assignment. If you are a new
client, we need to have a Meet & Greet consultation with you, a signed
Professional
Sitting Service Agreement, keys to your home, and a 50%
deposit before we make our first visit - a one-time fee applies
for the Meet & Greet consultation.
A one-time fee may apply for the last-minute request. For more information:
Rates
> Is a signed contract
required?
Yes. We ask
all our clients to sign a Professional Sitting Service
Agreement: pages 1 and 2, which we complete
together, tell us what we need to know about you, your
pet(s), your home and the service(s) you need from us; pages
3 and 4, outline the terms and conditions. We keep the
Agreement on file, you can request a copy for your
records if you like.
> Why is an initial
consultation required?
The Meet &
Greet consultation is required so that your sitter can
confirm where you live, meet and become acquainted with you
and your pet(s), go over some important documents, obtain
your keys and deposit, and consult with you about the
service he or she will provide to best meet you needs.
> What happens during the
initial consultation?
The
Meet & Greet consultation
typically lasts from 30 to 45 minutes during which we will:
> identify
your emergency contact(s);
> complete a
Veterinarian Identification Card;
> identify
medications you pet(s) may need administered;
> test
(de)activation of your home alarm system;
> tour your
home, noting the hiding places of your pet(s) and location
of pet supplies, etc.;
> complete and
sign the Professional Sitting Service Agreement;
> obtain and
test 2 keys or sets of keys to your home; and
> obtain your
50% deposit.
> Is an initial
consultation required for every new assignment?
No. If you are
a new client, the consultation is only required before the
start of the first assignment. If you are a returning and a
new sitter will be doing the assignment, you may request a
consultation but it is not required.
> How safe are the keys to
my home?
We treat the
safety of your keys and security of your home very
seriously. To demonstrate how serious we are about being
responsible custodians entrusted to care for your pet(s),
home and its belongings, we adopted a strict
Key policy that let you
know exactly how we handle your keys and what our
responsibilities are. Important measures include:
-
safely storing, in a locked
file cabinet, every completed agreement and form;
-
tagging and encoding keys to
protect against being linked to any client name or address;
-
storing keys in a secure, locked
key box when keys are not in transit;
-
undertaking periodic physical
inventory of keys to ensure all keys are accounted for; and
-
monitoring and keeping track of
all key transactions.
> How are my keys returned
to me?
Your sitter
can return the keys to you to your home or to another
location mutually agreeable to you and your sitter, in which
case a key return fee normally applies. Alternatively, you
can pick up the keys from your sitter, in
which case a fee does not normally apply.
> Does my pet need to
be vaccinated?
We
strongly recommend that all dogs and cats be vaccinated, and
that they receive an internal and external parasite control
and prevention treatment.
A dog or cat being sat and/or walked on an individual basis does not
need to have been vaccinated or to have received monthly parasite
prevention before receiving our care, but we need to know when
he or she received his or her last vaccination and parasite
testing.
If a dog is registered in a group walk, he or
she must have been vaccinated and must have received monthly
parasite control and prevention
- as would all other dogs in the group walk.
> What happens if my pet
runs away, is injured, or falls ill when I'm away?
We've
developed an extensive Emergencies Handbook that
outlines detailed protocols to follow in a majority of
situations: Fire / Disaster / Theft, Lost Pet, Lost Key /
Forgotten Alarm Code, Sitter Safety (When Treating an
Injured/Ill Pet), Reporting Abuse / Neglect, Dealing with
Bites or Scratches, Dealing with Wildlife, Pet First Aid,
Giving Medications, Obtaining Veterinarian Assistance,
Monitoring of a Pet in the Hospital/Clinic, Incident
Reporting, Illness Symptoms, How to Check Vital Signs, How
to Administer CPR, and a Library covering the top 25
pet-related injuries or illnesses and how to identify and
treat them.
> Can I get an
update when I'm away?
Yes. You can
telephone your sitter or request that he or she call you
from your home. Alternative and for a fee, we offer an
Online diary notes
service, which your sitter can provide with each visit or on
less frequent basis, e.g. every couple of days or less often
if you like. Online diary notes can be accessed anytime, from
anywhere in the world through the Internet, and will tell
you that visits are completed and what happened during the visit(s).
> Will the same sitter
visit each time?
We
want you and your pet(s) to build a relationship with your
sitter so you and your pet(s) feel comfortable, and to
respect the attachment and bond your pet(s) develop with
their sitter. If your sitter is not available for a
particular assignment or some visits of an assignment, you
have the option to meet his or her temporary
replacement if you like and the Meet & Greet fee will apply.
> Are visits every
other day possible (e.g. for cats or small caged pets)?
Providing care to a pet on a daily basis is one of our
values since it is important for the care/nurture of a pet
and also for the safety/security of a pet and home.
We insist on exercising due diligence when caring for a pet
and home, which means each pet in our custody and control
must receive a minimum of one visit in each 24 hour period
during your absence (this applies to cats and/or
any small animal that may be autonomous for several days
when provided lots of food and water).
If you do not wish to have us visit your home every day
during your absence, you must: attest that alternate
arrangements have been made for someone else to visit your
home in lieu of us; provide us with the name and contact
information of the other person who will provide care
jointly with us; and release us from any damage that may
arise as a result of the other person's negligence.
> What happens if my travel
plans change?
We realize your plans may change. However, please understand that we go through considerable effort to organize and be in a
position to provide you with our services in a professional and timely manner.
When we set time aside for
your visits, it means we are not in a position to make appointments with
any other client in your neighbourhood during
that same timeslot. We therefore
request advanced notice of a cancellation and charge or
provide a credit for a last-minute cancellation, as per our
Procedures.
> How much notice is needed to cancel?
You may cancel
a visit at any time prior to it taking place, subject to the
following terms:
|
Ongoing service |
|
|
giving 48-hours' notice or more |
giving less
than
48-hours' notice |
for a visit
that takes place on a holiday |
|
● Fitness for
paws
● Puppy
paws
breaks
● Dental
care
● Medical
care |
charged
for visit and amount becomes a credit that expires in one year |
charged for
visit and no credit is given |
50% of the deposit
is forfeited |
|
Fixed-time
service |
|
|
giving 2-weeks' notice or more |
giving less
than
2-weeks' notice |
for a visit
that takes place on a holiday |
|
● Pet/house sitting
|
deposit becomes a credit that expires in one year |
deposit is
forfeited |
50% of the deposit
is forfeited |
> Can visits be shared between LP&HS and someone else I know?
Yes. If you
would like us to visit your home
on some days and a friend, neighbour or family member to
visit on those days when we will not, we ask that you:
1. attest that alternate
arrangements have been made for someone else to visit your home in
lieu of us;
2. provide the name and
contact information of the other person(s) who will provide care jointly
with us; and
3. release us from any damage that may arise as a result of the
negligence of the other person(s).
> Can sitters give medications and injections?
Yes. We
administer medication pills, drops and/or injections
following a Veterinarian's directions. This requires your
signature and instructions on a Permission to Administer
Medication(s) and/or Medical Treatment form. We
do not administer any medication or treatment to any animal
that could pose a danger to its life and or to the sitter.
> Will my personal information be shared with anyone?
We use or disclose
your personal
information only for the purpose for which it was collected, unless
you consent, or the use or disclosure is authorized by the
Personal
Information Protection and Electronic Documents Act.
We will provide your personal information to
authorities, e.g. police and/or the Ottawa Humane Society,
when reporting that your pet was bitten or bit someone or
another animal, is lost, or if we suspect that your pet has
experienced neglect or abuse.
> What happens if I
come home early?
Please call your sitter as soon as you arrive home so that
he or she does not make any unnecessary visits. We cannot
reimburse you for a visit that is not needed if you return
home early since we set time aside for visits and cannot
make a new appointment with another client in your
neighbourhood for a visit during the same timeslot.
> What happens if I
don't call my sitter after I get home or I am delayed getting home?
If you do not call your sitter to let him or her know that
you arrived home, your sitter will try to call you or your
emergency contact or your carrier (e.g. airline) and, if
unable to establish your whereabouts, will continue to visit
your home according to the visit schedule you requested.
If you call us to let us know you will be late and need your
sitter to make one or more additional visit, we will gladly
accommodate you and make the additional visit(s).
In both of these cases, our goal is to ensure the continued
health and safety of your pet(s), and the security of your
home. A surcharge above our regular rates may apply per
visit. For more information:
Rates
A B O U T R A T
E S , P A Y M E N T & Y O U R
A C C O U N T
> How much does it all
cost?
Our rates
are based on a number of variables that depend on how many
visits we make, how long visits are, how many pets are being
cared for, and if visits are taking place during a holiday.
A single visit to care for one pet for a duration of 15
minutes costs $15, plus HST, for example. We provide free,
detailed quotes to any new client who submits a
Quote Request,
or to any returning client who submits a
Reservation Request.
> Are discounts available?
No. Our
philosophy is to quote the best rate possible from the
outset. It should be noted that our rates have not increased since 2005.
> Are there additional
costs for holidays?
Yes. We charge
an additional 50% for all services provided during holidays.
For more information:
List of
holidays
> Why is there an
added cost for each additional pet?
The added cost for other pets compensates us for the added
responsibilities and liability.
> How are services
invoiced?
> Fixed-time
services: you will be invoiced by email on the last day of
the assignment.
> Ongoing
services: you will be invoiced be email every week, every
two weeks, or every four weeks, depending on the frequency
you choose.
> How can a payment be made?
> We accept
cash, personal cheques, money orders, and Interac
email money transfers.
> We do not accept payment by credit
card or debit card.
> When is a payment due?
> Fixed-time
services: within 7 days of the last day of the assignment.
> Ongoing
services: weekly, every two weeks, or every four weeks,
depending on the frequency you choose to pay.
> Should a gratuity be given?
Optional.
Whether or not you choose to give your sitter a tip is a
matter of personal preference and your own level of
satisfaction with the service you received from your sitter.
If you give your sitter a tip, he or she will receive 100%
of it. Some clients leave gift cards or cash for their
sitters, while some give a heartfelt thank you card with
chocolates.
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