FAQ

Having our professional pet care service offers many advantages even though having family, friends, or neighbors care for your pet family may seem like a perfect choice. We do this for a living and have the necessary experience to properly care for your pet family. You can always count on us to be there because we are committed to providing excellent service to our clients!

For your pet:

• Your pet will have reduced stress by staying in their own environment.
• Pets are more content when surrounded by familiar sights, sounds and smells.
• Your pet will not be exposed directly to illness, noise, or stress in a kennel environment.
• Your pet will be kept on their current diet and exercise routine.
• Your pet will receive personalized one-on-one attention.

For you:

• For your protection and ours, we are insured, bonded, and have continuing education in pet care and behavior.
• We have clear policies, procedures, and documentation in place.
• There is no need to transport your pet to a kennel. You pet is comfy in their own surroundings when you leave and waiting for you when you return.
• You will have peace of mind knowing your pet family is in capable, loving hands and receiving the best care possible.
• We give your home a lived-in look by bringing in the newspaper, mail and rotating lights and blinds.
• Your pet family is our number one priority! No need to impose on family, friends, or neighbors that all have their own busy schedules to tend to.

We have a genuine affection for ALL pets and hold no biases based on breed, age, or size. Our services extend from caring for tiny hamsters to large mastiffs and everything in between. If you have exotic animals, we encourage you to reach out to us for a more detailed discussion of your specific needs. It is important to note that, while we have a deep love for all animals, we do not offer services involving “live feedings”. Additionally, we are unable to provide services for pets that exhibit aggression towards people or have major anxiety issues. The safety and well-being of our staff and your pets are of utmost importance to us.

Absolutely! We are a full-time, professional pet sitting and dog walking company and we take our reputation seriously. For your protection and peace of mind, we are fully licensed, insured and bonded. Our employees are also covered under our worker’s compensation policy.

Our pet sitting services are customizable according to the needs of your pets and your home.

Visits include:

• Refreshing food and water
• Taking your pup out for potty time
• Playtime in the yard or walk
• Brushing
• Cleaning up accidents
• Scooping litter boxes
• Visit update, pictures and report card via our mobile app
• Administering medications, including pills, injections and subcutaneous fluids
• Retrieving mail, newspaper and packages

Our pet care consultation is an opportunity for us to get to know you and your pet family before services begin. During this time, a member of our management team will meet with you to review your pet care routines, home access, and special instructions. We are also happy to answer any additional questions you may have during your consultation.

We are unable to provide services until the pet care consultation has taken place. You may schedule your consultation through our Calendly booking page. Our $35 consultation fee covers administrative time for setting up your client portal, preparing your care team, and payroll related to the meeting itself.

If you’d like to meet an assigned Pet Care Specialist after your initial pet care consultation, we offer 15-minute introductions for $25 each.

You can communicate directly with your Pet Care Specialist through our all-in-one client portal and mobile app.

Upon completion of a visit, you will receive a notification in our all-in-one client portal and mobile app. Your visit update will include pictures, notes and a report card on how the visit went so you will always know how your pet family is doing.

Hearts at Home requires a minimum number of pet care visits each day for the welfare of your pet and we customize our services to meet the needs of your pet family.

Minimum amount of visits required per day:

• Adult dogs – three visits.
• Crated dogs and puppies – four visits.
• Cats and caged pets – one visit.
• Kittens – two visits

We do not provide every other day visits for cats.

In order to deliver the most dependable service, Hearts at Home requires two sets of house keys and the utilization of a key storage lockbox, even if electronic access is given. This policy ensures continued access to your pet in the event of electronic entry malfunctions.

The use of a secure lockbox provides clients with the assurance that their keys are safely stored at their residence. Clients are encouraged to acquire a lockbox with a minimum four-digit code, suitable for hanging from a doorknob or railing, or wall mounting. It should be easily accessible to both you and a Hearts at Home pet care specialist, fostering efficiency and convenience for future and emergency services.

For pet parents residing in apartments and condos, exceptions may be considered, and alternative arrangements will be discussed to accommodate specific circumstances.

Our cancellation policy is diligently enforced without exceptions, encompassing trip cancellations, early returns home, and illness, including cases related to COVID-19.

In the event that you need to cancel your reservation, we are committed to facilitating the process by providing documentation for your travel or trip interruption insurance carrier.

Adhering to a firm no-overbooking policy, we prioritize your reservation by reserving exclusive time with a dedicated Hearts at Home Pet Care Specialist. Recognizing the trust you place in us, we refrain from accepting other reservations during your reserved time. Therefore, our cancellation policy, applicable for any reason, is as follows:

Dog Walking / Frequent Walker / Pet Sitting (one-off visit only) / Puppy Care

• A full visit charge will apply if cancellation is not submitted by 12:00 PM ET on the day prior to scheduled visit.
• For Saturday, Sunday and Monday visits, cancellation must be submitted by the Friday prior at 12:00 PM ET.

Pet Sitting / Cat Sitting / Small Animal Sitting Reservations

• 25% non-refundable deposit of total invoice due at time of booking.
• 14 days prior to start of Service Period: total invoice due.

If cancelled:

• 8-14 days prior to start of Service Period: 25% credit applied to Client’s account.
• 7 days or less prior to start of Service Period: no credit.

Holiday Reservations

• 50% non-refundable deposit of total invoice due at time of booking.
• 21 days prior to start of Service Period: total invoice due.

If cancelled:

• 15-21 days prior to start of Service Period: 25% credit applied to Client’s account.
• 14 days or less prior to start of Service Period: no credit.

Late Departure/Early Return

• There are no refunds or credits issued for late departures or early return home.

Pet parents need to complete our Veterinary Release form, which we keep on file. In case of an illness or injury that we believe threatens a pet’s quality of life, we will make every reasonable attempt to notify you and secure prompt treatment that is appropriate for the welfare and health of the pet in our care.

Rain or shine, we will always make sure to show up at your home to take your pet out to potty!

However, the weather may not always permit a safe walking environment (for your pet or others around them). In such cases, your Pet Care Specialist will instead provide an engaging playtime and/or cuddle session.

Every effort will be made to complete pet sitting visits for those that are out of town. Hearts at Home will use the best judgment to ensure the safety of your pet family and home while keeping in constant contact with you.

The emergency contact will be notified if it is not possible to get to your home safely. It is highly suggested that arrangements are made with someone to evacuate your entire pet family in case of a disaster or weather-related crisis.

Hearts at Home considers the well-being and safety of your pet family our highest priority. Therefore, we only follow positive reinforcement/force-free methods. To provide this standard of care, prong/shock/e-collars and retractable/flexi leashes will not be used due to safety hazards and lack of control. We prefer to use a properly fitted harness, or a flat collar and leash.

Absolutely! Tips are never expected. Though, they are greatly appreciated when a Client chooses to recognize the dedication and care their Pet Care Specialist provides. The assigned Pet Care Specialist will receive 100% of the gratuity. If there are multiple Pet Care Specialists assigned, a portion of the gratuity is divided among them.

We are a professional pet care business and will always provide your pets with their scheduled visits. If your Pet Care Specialist has an emergency, such as illness, a car accident, etc. our team will step in to ensure service is not interrupted.

Yes, there is an additional holiday fee of $15 per visit. This supplementary charge serves as an incentive for our staff members who sacrifice their time with their families on holidays to provide exceptional care for our clients.

Observed Holidays:

• Martin Luther King Day
• President’s Day
• Easter Weekend
• Memorial Day Weekend*
• Juneteenth
• Independence Day/Weekend*
• Labor Day Weekend*
• Indigenous Peoples(Columbus)Day
• Veterans Day
• Thanksgiving(Thursday-Sunday)
• Festive Season: Dec 23 through Observed New Year’s Day

*Weekends are considered Friday through Monday

Yes, there are additional fees.

5% Administration Fee: To ensure that our overall rates remain competitive while sustaining excellent service, we implement a 5% Administration Fee. This fee, which is the total of each invoice, is designed to contribute towards various essential business costs, encompassing but not limited to, managing administrative tasks, providing Hearts at Home Pet Care Specialists with employee benefits such as workman’s comp and paid time off, maintaining liability and bonding policies, managing insurance and tax liabilities, conducting employee vetting and background checks, facilitating mileage reimbursement, and supporting orientation programs and continued education initiatives. This comprehensive fee structure helps us maintain high standards while covering the diverse operational aspects that contribute to exceptional pet care service.

Have family visiting that has a pet? If we agree to care for a non-resident visiting pet not belonging to the same household, there is also a $10 fee per non-resident visiting pet. The pet parent will need to sign our service agreement, but the pet will be under your account.

For households with more than three pets, we may be able to accommodate 45-minute and 60-minute visits for an additional fee. Please do not hesitate to ask!

Holiday Fee: $15 is added to the standard rate per visit scheduled during “Peak” Holiday time periods. This supplementary charge serves as an incentive for our staff members who sacrifice their time with their families on holidays to provide exceptional care for our clients.

Observed Holidays:

• Martin Luther King Day
• President’s Day
• Easter Weekend
• Memorial Day Weekend*
• Juneteenth
• Independence Day/Weekend*
• Labor Day Weekend*
• Indigenous Peoples(Columbus)Day
• Veterans Day
• Thanksgiving(Thursday-Sunday)
• Festive Season: Dec 23 through Observed New Year’s Day

*Weekends are considered Friday through Monday