INITIAL CONTACT: This is the very first step to having Wagz ‘n Whiskerz Pet Sitting take care of your pets. You may reach us online, by phone or email. We will gather preliminary information about your pet sitting needs and answer any questions you may have as well as give you an overview of our services. Then it’s time to set-up personal, private in-home CONSULTATION.
CONSULTATION: Before we schedule your pet sitting services, we will schedule your CONSULTATION. During your CONSULTATION, we will review your home and pet care information, clarify any instructions and determine how we will access your home for pet care. Before your CONSULTATION, you will receive an email that confirms your appointment and provides you a link to register on our online client information and scheduling system. Our secure system allows you to provide complete instructions for your home and pet care. You will be able to document your pet’s personal preferences as to feeding, walking, playing, likes and dislikes. We will review/discuss your home and pet profiles during your consultation. There is no charge for your CONSULTATION.
VACCINATIONS: For your protection and ours, it is our policy that all pets that we are caring for are current on their vaccinations. North Carolina law requires that all owned dogs, cats and ferrets must be vaccinated against rabies by four months of age. You can document your pets’ vaccinations in our online client information and scheduling system.
ID TAGS: We highly recommend that your pets wear ID tags or are microchipped while they are under our care for their protection.
CATS: We require that cats are provided with daily visits for their own protection. We do not do every-other-day visits or any pet sitting with cats other than daily visits. PLEASE, no exceptions.
SAFETY: As a safety measure, if you are traveling or have been out of town overnight, we request that you contact us by phone, email or text message indicating that you have safely returned. If your travel plans should change and you will be home earlier or later than planned, please let us know right away. We will adjust your schedule as needed. In the case of delays, we will continue caring for you pets if needed until you are safely home.
RESERVATIONS: We use a state-of-the art client information and scheduling system to keep track of your home and pet care information. This online portal allows you to update information as needed, schedule service and add notes for scheduled visits. Our system requires 24 hours’ notice for online scheduling so if you have a last-minute request, please contact us by phone or email.
For the security and safety of your home and pets, all services MUST be confirmed before you leave. You will always receive a confirmation of services requested so if you have not received confirmation, let us know right away. In order to schedule service online, you must have completed a CONSULTATION and registered on our site and provided your home and pet care information.
Your service confirmation will be sent based on the service dates so please allow us time to send that to you. However, if we are not available for the service you request, you will be notified immediately in order to make alternate arrangements.
LATE RESERVATIONS: Any service request with less than 24 hours’ notice may be subject to a LATE RESERVATION fee of $20 that will be added to your invoice.
HOME ACCESS: If your home requires keys for access, we ask that you provide 2 keys for us. You can have us return your keys after the visits have been completed or have us keep them for you for future service. We ask that either way, you have (2) two keys available during the Consultation. If you would like us to pick up keys at the first visit and return them after the visits have been completed, please provide us with a secure place to retrieve and leave the keys. We would prefer not to lock keys in the house at the last visit just in case you cannot get back in time and we may need to come back to perform additional visits for your pets. If you would like us to keep your keys on file for future service, we will need to collect 2 (two) keys to your home for our visits at the consultation. THIS IS A VERY IMPORTANT SAFETY FEATURE. One key is for the pet sitter that will be coming to your home and one is a backup key that will be kept locked in our office for any unexpected emergencies such as your pet sitter being sick or late due to traffic, etc.
Please note that if you do not provide keys and only provide us with garage or electronic codes to enter your home and there is a power outage that prevents us from entering to care for your pets, you will still be charged for the visit. Additional visits after power is restored will be billed at your pet sitting rate.
If you require frequent service, we may also provide a secure lock box to be installed on your property to hold your key. This service is no cost to you. The benefit of a lock box is that if you ever find yourself locked out of your home, there is a backup for you!
PAYMENT OPTIONS & REQUIREMENTS: Payment for services is required in full by the first date of service. After you receive your service confirmation, you will be sent an email about 2 weeks before the first visit with a link to your invoice. You will be able to pay your invoice securely online and will receive confirmation upon payment.
Late payments may be subject to a late fee of $20 applied to your invoice.
Wagz ‘n Whiskerz Pet Sitting is committed to protecting consumer credit card data in compliance with the Payment Card Industry Data Security Standard (PCI DSS). Our alignment with this standard is reflected in the people, technologies and processes we employ. We conduct regular vulnerability scans and penetration tests in accordance with the PCI DSS requirement for our business model. We attest to our PCI compliance annually in November.
TIPS: You have the option of tipping your sitter for excellent service. You can set this up in your profile to automatically apply a tip to each invoice, you can include a tip at the time your pay your invoice or you can send a tip to your sitter after service has been completed. Tips are completely voluntary and although not required, are very much appreciated by your sitter.
NOTES: After each visit the Wagz ‘n Whiskerz assigned sitter will send a Journal Update of that visit. You will receive an email with a link to your Journal Update. Every effort will be made to send your Journal Update as soon as possible following the completed visit however the update will be sent within 2 hours of the completed visit. If something should occur that needs your immediate attention, advice or approval, you will receive a phone call unless other arrangements have been made.
CANCELLATION POLICY: We understand that you may need to cancel your scheduled pet visit and will be happy to cooperate with you on this issue. Please let us know as quickly as possible so that we can make our plans accordingly and effectively.
Monday through Friday Dog Walking Service/Package Services: Weekday dog walking services only, 4-hour notification by phone or email is required. Please make sure you receive a response that your request was received, and cancellation was confirmed.
Weekend, Vacation, Holiday Visits: You can cancel visits in the online client portal with 24 hours’ notice. Cancellations received with 24 hours’ notice will not be charged and any payment received for those visits will be credited to your account and applied to your next service.
If you are returning early and cannot provide 24 hours’ notice, payment for those visits will not be credited to your account.
AGGRESSIVE PETS/BITERS POLICY: It is the responsibility of all pet owners, spouses or informed parties to inform Wagz ‘n Whiskerz Pet Sitting during Consultations, Profile Creation and/or at any time after any occurrence of pet aggression and/or attacks, (including attempted biting) where any other animals, children or adults had any potential involvement. For the safety of our team and your pets, we reserve the right to refuse service requests for aggressive pets or those with a bite history.