FAQs

Below you’ll find answers to the questions we get asked the most about professional pet sitting and dog walking services.

How do I get started?

Click here to get started.

How do I request service?

After completing your complimentary meet and greet, you’ll have access to schedule services our online booking platform. All requests are submitted through the platform and will be accepted or denied based on availability. You’ll receive a confirmation once it is confirmed, followed by an invoice with a link to pay.

How is my rate determined?

Rates are listed on the corresponding service’s page. A detailed invoice will be provided for each booking request. Surcharges and Add Ons may apply.

How do I pay for my booking?

An invoice will be sent to your email with a link to pay. We accept cash, all major credit cards, and PayPal. 

Do I pay before or after my booking?

Payment is due in full two (2) days prior to the start of your service. Service will not be rendered on open invoices, and a late fee will be assessed for any past due accounts.

Do you offer any discounts?

Yes, we currently have a referral program in place. Contact us for details!

What is your cancellation policy?

Cancellations made 48 hours prior to the start of pet services booking will receive a full refund, cancellations made 24 hours prior to the start of booking will receive 50% refund. All other cancellations are nonrefundable. *Please note, refunds will only be processed back to credit cards saved to your profile. If you do not have a CC saved, the refunded amount will stay as a credit on your account for a future service.

How do you gain entry to my home?

We suggest one of three options: 1) place a key in a combination lock box on your door,  2) provide a door code- please note, there MUST be a physical key back up on property for electrical outages, or 3) key exchange- there is a $10 key exchange fee if we must pick up or drop off the key. We are not able to store keys for future visits. The only exception to this is for daily midday clients who book M-F.

Do you spend the night at my home?

Overnight Care is not available at this time.

What if my pet makes a mess in my home?

We will do our best to clean up the accident using your supplies you’ve informed us about. If the mess is extensive, you may incur a cleaning fee if it takes us longer than your scheduled service. We are not responsible for any damages your pet causes.

How will I know how my pet(s) are doing?

We provide updates with photos for each visit or walk through our booking platform. It is accessible via an app on your smartphone and/or via web on desktop.

How do I contact my sitter?

You are able to send messages through the booking platform. You’ll be able to request new service, cancel existing bookings, and leave notes for your sitter for specific visits.

What are your hours?

Pet sitting visits and walks are completed Sunday through Saturday during our Early AM block (7a-9a), Late AM block (9a-11a) our midday block (11a-2p),  our Early PM block (5p-7p),  or our Late PM block (7p-9p). We do not offer service outside of these time frames.

 

Our office hours are Monday – Friday. We answer the phone as we are available (between walks/visits), please leave a message if we are unable to answer your call. You can also email us any questions or concerns at info@kmvandfriends.com