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Frequently Asked Questions

ABOUT PAULA’S PET SITTING

    • A bond gives you peace of mind that you will be reimbursed if anything is stolen from your home. Anyone that has workers enter their home should be sure that they have a dishonesty bond.
    • A liability insurance policy protects from financial loss in the event that we were liable for accidents that occur while caring for our clients pets.
    • We will provide a copy of our Liability Insurance and Bonding upon request.
    • We ONLY hire dedicated Pet Care Professionals.  We work with Pet Care Providers who have practical experience in the pet care field and view their time with Paula’s Pet Sitting as a career choice, not a stop on the way to another job.
    • We have a screening process which includes a face-to-face interview, followed by reference checks, followed by a complete background check. All sitters are then hired on a trial basis until we have followed up with enough clients to ensure that they are an excellent fit for Paula’s Pet Sitting.
    • We offer training on a regular basis and encourage our sitters to share concerns with our team so that we can spot problems or address issues as they come up.  All of our Pet Care Providers have completed training through “FetchFind”, which is an online training program for Pet Professionals.  Some of the courses completed are:  “Safe Handling Procedures”, “Calming Signals”, “Nose To Tail Check”, “Body Language Basics” and “Equipment 101”.  This training is ongoing, with new courses introduced each month.
    • We provide a key lock-box to each of our clients.  This is similar to what Realtors use to get into homes that are for sale.  
    • At the Meet and Greet we ask you to provide two keys.  One key will be placed in the lock box and then attached to a secure place on your property such as a fence, gate or door-knob etc.  The second key will be stored in a locked key safe in Paula Elandt’s office.  
    • Your Care Provider is the only one with access to the code.  If or when you choose to discontinue services, we will return your keys and then remove the lock box from your property.  We don’t mind having access via garage door codes, but we do still require the two keys as a backup in the event of a power failure.
    • When your vacation is over, we recommend that you leave both sets of keys in our office key safe.  If you ever need services in the future, just message us on “Time To Pet” and we will set up the lockbox for you.
    • If you choose not to  have a lockbox placed at your property and only use a garage or door security code, it is still required that a spare key be kept in the key safe in our business office.  If your PCP is unable to enter your home due to malfunctioning entry code (for any reason) Paula will run the key out to your house and then place a lockbox.  The charge for this service is $10 per event.
    • We care for animals 7 days a week, 7 am to 9 pm.
    • Our business hours are Monday through Friday, 8 a.m. to 5 p.m. for scheduling and registration questions.
    • Prospective clients may call 989-513-7937 during these hours to speak with our office manager regarding our offered services.
    • For clients with pets actively in our care, please communicate with us via the “Time To Pet” software in the “Conversation” tab.  By communicating in “Time To Pet” we create a permanent record of care requests and all assigned caregivers can see this conversation.

QUESTIONS ABOUT OUR SERVICES:

    • A bond gives you peace of mind that you will be reimbursed if anything is stolen from your home. Anyone that has workers enter their home should be sure that they have a dishonesty bond.
    • A liability insurance policy protects from financial loss in the event that we were liable for accidents that occur while caring for our clients pets.
    • We will provide a copy of our Liability Insurance and Bonding upon request.
  • Holiday Policy:  Holiday services incur a 25% surcharge.  

    • Easter: Friday through Sunday of the holiday weekend
    • Memorial Day: Friday through Monday of the holiday weekend
    • Fourth of July:  July 3rd and 4th
    • Labor Day:  Friday through Monday of the holiday weekend
    • Thanksgiving:  Thursday through Sunday of the holiday weekend
    • Christmas and New Years:  December 24th through January 1st
    • Payments for services may be made by credit card through our emailed invoice. 
    • Clients may also pay by check.  Write the check out to “Paula’s Pet Sitting, LLC” and mail to:  2806 Gary Street, Midland Mi 48642
    • Please do not leave payments “on the counter” for the pet sitter.
    •  Clients may leave a cash tip for their sitter (clearly labeled) on the counter if desired (appreciated, but not expected).

     

  • CANCELLATION POLICY

    Service Requests:  All requests must be received during business hours.  Service requests for Monday that are received after 5 pm on Friday and through the weekend will incur a 25% surcharge.  Service requests with less than 24 hours notice incur a 25% surcharge. Business Hours are Monday through Friday 7am to 5pm.

    Policy for Vacations:  

    Invoicing Vacation Services: We will send out your invoice after we have set your schedule and you have confirmed the number of visits needed per day.  Please pay 50% down at the time of booking, to hold your spot. You may also pay for your services in full at the time of booking. If services are not paid for as defined by this contract, Paula’s Pet Sitting reserves the right to cancel requested vacation dates or terminate services. We do not refund payments.

    • Cancellation with one week (+one day) notice: If you have paid your vacation invoice in full and then cancel your vacation more than 7 days prior to the scheduled start of service, we will issue a 50% credit to your Time To Pet Account. Example: If your first visit begins on a Friday, the latest you can cancel for the 50% credit is the preceding Thursday (one week prior) by 5 p.m.
    • Cancellation with two weeks (+one day) notice:  If you have paid your vacation invoice in full and then cancel your vacation more than 14 days prior to the scheduled start of service, we will issue a 100% credit to your Time To Pet Account.  Example: If your first visit starts on a Friday, the latest you can cancel for the 100% credit is the preceding Thursday (2 weeks prior) by 5 p.m.
    • Cancellation with no payment made: If you have not yet paid on an invoice for services that begin in less than two weeks (+one day), and have cancelled vacation visits with less than 2 weeks notice you will be held liable for the full amount owed.  We will not issued ANY credit on invoices that have not been paid in full ahead of time. You will not be allowed to schedule new visits until this old invoice is paid in full.

    Policy for Daily Visits:

    • If you cancel a scheduled appointment with less than 24 hours notice, you will be charged full fee.
    • If you schedule with less than 24 hours notice we charge a 25% surcharge.
    • Yes, you may schedule appointments on the same day that you need service, however your request is subject to availability in the Pet Care Provider’s schedule.
    • If you schedule after business hours (5 p.m. or later) the day before you need service or if you schedule on the same day you need service, we add a 25% surcharge to our regular fee.
    • If you schedule a Monday service after 5 p.m. on Friday you will be charged the 25% surcharge.  You must request them through the Time To Pet software – NOT text, phone call or email.
    • We will do our best to schedule you with your regular Pet Care Provider.  It is assumed that you agree for us to schedule your pet with the back-up provider in the event that your regular Provider is not available.  We will never schedule a visit with a Provider that is not familiar with your home and pet.
    • NO!  For the safety of your pets all scheduling must be done by the client online or by calling the office.
    • Paula’s Pet Sitting will not be held liable for visits scheduled without the offices knowledge.
    • YES!  We encourage you to feel free to schedule any time it is convenient for you.  
    • Be sure to look over the final schedule before you leave on vacation as you may change your travel plans, but forget to update your pet sitting plans.
    • Take advantage of the conversation tab in your Time To Pet account.  Amy (our Office Manager) and all of your pet care providers will see these notes, ensuring the BEST care for your pets!
    • A “Meet and Greet” is our first visit to your home.  This is where you will show us where necessary items are located, give us TWO keys to enter your home, show us how to work your security system (if applicable), and most importantly:  MEET YOUR PETS!!  
    • We always assign a “Team” of Pet Care Providers to your pets; sometimes up to 3 people!   The Care Providers split up their work week and are always there to back each other up in case they have a personal emergency or illness.  As a third level of back-up care, Paula or Amy can always complete a visit.
    • It is not always necessary for the pet owner to meet the “back-up” provider, but we can arrange a meeting upon request.  We will always let you know if we are training a new Care Provider for your pet.
  • You do not have to have a pet to book an overnight house sitter.  If you would like the added security of someone living in your home while you are away we can help you with that!

  • Yes!  Although the majority of our client’s utilize our “In-home” pet care services, we do take limited boarding clients into our home.  Amy Clark and Paula Elandt both take dogs into their home for daycare, overnight and extended boarding care.  

  • The safest and most efficient method for our Pet Sitters to enter your home is by using a lockbox.

    1. You may lease a lockbox from Paula’s Pet Sitting for $10 (subject to price change & availability). This charge will be added to your first invoice.  We will provide this lockbox at the M&G. At the M&G we need you to have 2 keys ready for us. One key will go back to the key safe in our office. The other key stays in the lockbox at your home as long as you are a client. We still do require that you provide a back-up key for our key safe.
    2. The other option, and in my opinion the very best option, is for you to purchase a wall-mounted key lockbox that is anchored/screwed onto the outside of your home or bolted onto a fence near the front of your house. We especially like the wall mounted ones because they are not subject to getting iced over in the winter and can be securely mounted to the doorframe of your garage door.    It is your responsibility to ensure that a key is always available in the wall mounted key lockbox. If you change the combination, you must inform us of that change so that we can update your profile. We still require that you have a backup key available for us at the Meet and Greet, which will go back to our office keysafe. You can find wall mount lock boxes online at Amazon and at most local hardware stores.

    Apartments:

    We will provide a secure “Over the Door Hanger” for the lockbox.  The cost to lease both is $12. We ask clients who live in apartments to hang it from the top of their front door prior to scheduled visits and feel free to bring in the lockbox at the conclusion of our visits.

    *** If our Pet Sitters are not able to open the lockbox that you provide (or if the key is missing), there is an additional $10 to pick up the back-up key from our office.

QUESTIONS ABOUT PET CARE: 

  • Paula’s Pet Sitting believes in positive reinforcement ONLY for the pets in our care. We will never hit, spank, slap, yank the leash, yell, shock or grab your pet. If there is a disciplinary problem, i.e. toilet training issues, running away, etc., we inform our client of the incident(s) and together we work out a solution.

    • Please contact your Veterinarian’s office and ask them how they want to handle emergency treatment in the event that their pet is under the care of Paula’s Pet Sitting.  They may ask you to fill out a special form or ask for prepayment instructions.  All of the local Veterinarians are familiar with Paula’s Pet Sitting.
    • If we suspect that your pet may be ill we will call the client first and then their emergency contact phone number on file.  
    • If it is determined that the pet should be seen by a veterinarian we will transport them to the vet office for treatment.  
    • If we cannot get ahold of the client or the emergency contact we will call the vet and let the vet determine if the pet should be seen.  
    • You will be billed for the time it takes us to transport your pet to the vet clinic at the rate of $25 per hour (this includes time to transport as well as time in the Vet office).
    • If the pet has aggressively bit someone in the past we cannot provide service. 
    • If a pet is skittish or fearful it may be necessary to socialize the pet with our pet care provider.  If that is the case, then the client needs to be present for socialization visits and pay the normal service fee until socialized.
    • If at any time our pet sitter or pet owner feels that it is unsafe to perform a service, we will reserve the right to discontinue service.  We would never leave your pet without care while you are away, but will take steps to ensure their wellbeing until a better care situation can be found.
    • Our Pet Care Providers  are experienced with administration of oral medications and Insulin injections.
    • Clients are expected to provide whatever is need as the “vehicle” to get the pet to eat the pill, ie: hotdog, cheese, pill pockets etc.