FAQ
We understand you are hesitant to leave your beloved pets(s) in the care of someone else, that's natural for a loving pet owner! Here are some frequently asked questions from pet owners such as yourself.
OTHER THAN THE LOVE OF ANIMALS AND FIRST AID CERTIFICATION, WHAT QUALIFICATIONS DO YOU HAVE TO CARE FOR MY PET(S) We are proud to not only belong to many Professional Pet Sitting Organizations, but also to maintain our certifications through them. We are Fear Free Certified as well as earning and maintain our PSI and NAPPS Certification RESERVATIONS We accept reservations via our portal, Email or by phone. Benji's Pet Sitters require payment in full before reservations will be confirmed. Please keep in mind that we offer significant discounts through our online portal. CANCELATION POLICY (NON HOLIDAY'S) A 24 hour advanced notice is required for a refund outside of our observed holidays. Acts of God will be considered on a case-by-case basis. No refunds will be given for early returns or late departures. HOLIDAY CANCELATION POLICY A 14 day advanced notice is required during holidays in order for payment to be refunded or credited. Acts of God will be considered on a case-by-case basis. No refunds will be given for early returns or late departures. DO YOU HAVE ANY SURCHARGES? We charge a $10 fee for visits requested with less than 24 hours notice. We also have a $10 holiday surcharge for our observed Holidays. We never charge mileage. WHAT ARE YOUR OBSERVED HOLIDAY'S? New Years Eve New Years Day Easter Good Friday Memorial Day 4th of July Labor Day Thanksgiving Christmas Eve Christmas Day DO YOU OFFER ANY DISCOUNTS? We only offer discounts and packages in our portal. Please remember all packages will expire 30 days after purchase. HOW DO I SIGN INTO THE PORTAL? Follow this link (https://www.timetopet.com/portal/BenjisPetSitters), enter your email address and then follow the instructions in the email your receive. The portal will allow you to request visits, verify availability, find exclusive discounts and packages, make payments and much more. We will never share your personal information with other individuals or organizations. ARE WE ABLE TO CALL FOR AN UPDATE ON OUR PET(S) ? We send visit reports via text and/or email after every visit, however if you would prefer to give us a call and check in on your pet(s) you are more than welcome to do so! WHAT ARE YOUR BUSINESS HOURS? Business hours are: Sunday- Saturday: 10 a.m. - 6 p.m. During this time we return calls, fill schedule requests, etc. WHAT ARE YOUR SERVICE HOURS? Pet sitting and Mid-Day visits occur between 6:00 am through 11:00 pm. Pet Taxi Service is available between 9:00AM to 6:00PM and our Pawjama Parties (In YOUR home Overnight visits) start around 10:00 pm and end around 7:00 am. WHAT TYPE OF PAYMENTS DO YOU ACCEPT? We accept ACH (e-check), Apple Pay, Google Pay and Credit Card payments through our online portal. Paying via the portal will show your payment immediately. We also accept Zelle, Venmo and PayPal payments upon request, but please realize it will take 24-48 hours for these payments to reflect on the invoice. DO YOU CONFIRM PET SITTING VISITS? Yes, we will always confirm pet sitting visits the day before we begin. We typically do this via email or text in the evening. If you do not hear from us please give us a call. WILL YOU TAKE CARE OF MY PET(S) WITHOUT MEETING THEM OR ME? No, we do require a completed profile and initial consultation before taking care of your pet(s). ** Due to COVID we will do a Zoom meet and greet if you prefer, but we MUST have a video tour of the home (specifically areas where food/water/leashes are kept) while on the conference call. ***Pet(s) must be willing to allow strangers in your home if we do not meet in person.. DO YOU HAVE A MINIMUM VISIT REQUIREMENT FOR PET SITTING WHILE WE ARE AWAY? Yes! All dogs MUST be visited no less than two times in a 24 hour period. All cats MUST be visited at least once per day. NO EXCEPTIONS! ARE YOUR SITTERS BONDED AND INSURED? Absolutely, we are fully insured and bonded through the Business Insurers of the Carolinas. WILL YOU VISIT MY HOUSE IN A WRAPPED CAR? No, we completely agree that it is never a good idea to advertise that your pet(s) are home alone! How Do We Request Or Cancel Visits? We accept reservations and cancelations through our portal, Email and by phone. Can We Request Last Minute Services? We try hard to accommodate everyone's requests. We do ask for 24 hours notice for additions to a daily/weekly client's schedule and at least 1-week notice for vacation schedule requests. We cannot guarantee last minute service requests can be filled, but we work hard to accommodate all requests. There will be a $10 surcharge added to the first visit if we are given less than 24 hour notice. Can I Tip My Sitter? YES! 100% of all tips left for Benji's Pet Sitters, LLC sitters go to the sitter. WHAT DO YOU DO ON A TYPICAL VISIT? It depends on what service you want. Our pet sitting visits can include: Feeding per your instructions, fresh water, playtime, brushing, potty breaks, litter box, mail and newspaper brought in, plants watered, lights on and off. And of course, lots and lots of TLC! DO YOU ALWAYS VISIT AT THE EXACT TIME WE ASK? We book your visits within a 4-hour time block and will be there during that time frame. If time is critical, please let us know and we will do our best to accommodate you, but we can NOT guarantee an exact time. Our twice a day Pet Sitting clients will never go more than 12 hours between visits. WHAT KIND OF ANIMALS DO YOU CARE FOR? We care for most domesticated animals, as long as they don't pose a danger to our sitters. We do not care for any animals that have a history of biting, fighting or attacking other animals or people. WHAT IF THERE IS A MEDICAL EMERGENCY WITH MY PET(S) WHEN I'M AWAY? Medical emergencies can and have happened. Please make sure your veterinary information is up to date in your portal profile. In the event of a medical emergency, your pet sitter will call you immediately while seeking emergency veterinary care. Should your specified veterinarian be unavailable, we will take your pet to an Emergency Vet Clinic. If you have a preference please let us know at the Meet and Greet. WHAT IS YOUR POLICY FOR KEYS, GIVING, STORING AND RETURNING? We ask for two methods of entry to your home to be provided to us at your Meet and Greet visit. It is up to your discretion to provide two working methods of entry. If you don't provide two methods of entry and there's an emergency with your sitter (who has the only key) then it's going to disrupt your service schedule. We ask that you make sure that all keys, garage codes, garage door openers, keypads, etc. are in working condition prior to leaving. It's stressful for you to get a phone call saying that your garage door battery died and we can't get in. We can hold your keys for you in our secure, professional grade key safe for future visits if you wish for us to keep them. We do charge a $10 fee for picking up and delivering keys if you decide not to have us keep it on file. No keys can be hidden outside for us to pick up on the first visit and we will NOT lock your key in your home on our last visit (in case you are delayed arriving home and we need to make another unplanned visit) WHAT SHOULD WE DO ABOUT OUR HOME ALARM SYSTEM? If you have an alarm, please contact your alarm company and tell them you have hired Benji's Pet Sitters, LLC. Please set up a temporary code and password for our use. OOPS! WE FORGOT TO BUY LITTER, FOOD, ETC. WILL YOU PICK SOME UP FOR US? We will always do what's needed for your pet's health, safety, and wellness. Any additional necessary costs such as food, litter, cleaning supplies or other necessary items that contribute to the health and well-being of your pet will be purchased by your sitter and billed directly to your account. We will retain a receipt. A $50 trip fee will be applied. WHAT DO YOU DO IN BAD WEATHER (SNOW, ICE, TORNADO, ETC)? If severe weather occurs, your sitter will try to carry out your instructions to the best of their ability. Please understand that we will provide service, but not until conditions allow us to reach your home safely. DOES MY PET HAVE TO BE VACCINATED? In general, all pets should be vaccinated but we do discuss this on a case-by-case basis with our pet parents for pet sitting or visits to your home. For instance, should your pet have an illness or valid reason to NOT have vaccinations, we are happy to discuss this with you. We do accept Titer paperwork. DO YOU BREED DISCRIMINATE? We work with all breeds and sizes. We serve all companion animals, regardless of the breed, but will not provide services to an animal with a history of aggression. WILL YOU WORK WITH A PET THAT HAS A HISTORY OF AGGRESSION? No. We ask in your profile if your pet has a history of aggression and it's very important that you are honest with us about this. Although we are experienced in pet care, we are not trainers or behaviorist. If your pet(s) will not let your pet sitter into your home or prevents your pet sitter from providing routine duties your sitter will contact you for alternate arrangements. Additional charges may apply. WILL YOU CLEAN UP PET ACCIDENTS IN OUR HOME? Your pet sitter is happy to properly dispose of pet waste and does their best to clean up any accidents your pet may have indoors with the appropriate cleaner that you leave us. We do request that you provide plastic bags, towels, cleaning products, paper towels, trash bags and indicate where you would like the waste to be disposed of. WILL YOU GET OUR MAIL FOR US, SET OUR TRASH OUT, ETC? YES! At no extra charge, we will bring your mail in, set your trash cans out on trash day, pull them back in, water any indoor/porch plants, rotate blinds, turn lights on/off, etc. Just make sure you let your sitter know your expectations. WILL YOU JOB SHARE WITH FAMILY MEMBERS, FRIENDS OR OUR, NEIGHBORS ? No, for accountability and liability reasons, no other individual should be providing pet care services at the same time Benji's Pet Sitters, LLC is providing pet care services. WILL YOU ENTER MY HOME IF MY NEIGHBOR (FRIEND, PAINTER, HOUSE KEEPER, ETC.) IS THERE? NO! It's scary for a pet sitter to come into a house and run into a stranger or to come in and find that someone else has been in your home. If we get to your home and someone is there we will NOT enter your home. No person should be permitted in your home during the same times our pet sitters are providing services unless special arrangements have been made through management of Benji's Pet Sitters, LLC. This includes cleaning services, repair persons, friends, family and neighbors, trainers, etc. Will You Send Updates While I'm Away? Yes! We will send all of our clients complimentary pictures and visit report cards via our portal. |