Frequently Asked Questions
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Frequently asked questions
Safety and Security
What happens if the weather is extreme?
Generally we will walk through inclement weather such as rain, fog or cold however if the temeratures rise above 30 degrees we perform all dog walks in the early morning or late afternoon. In extreme heat we reserve the right to cancel a dog walk at short notice (with a credit applied) or replace the dog walk with an activity such as fetch on a grassed, shaded area to help burn off some excess energy.
What if my pet is ill during a visit?
If your pet is ill upon arrival or becomes ill during a visit, we will always contact you and your emergency contact first to advise action, unless the threat is life threatening, in which case we will rush them straight to your nominated vet.
If my pet has to be taken to the vet, what charges am I liable for?
If we need to spend time out of hours with your pets, for emergencies regarding them or your property (burst pipe, collapsed ceiling etc) we charge $10 per 15 minute block of time. This will be invoiced to you at the conclusion of your booking.
How are our keys and personal information kept safe?
All our clients keys that we keep on file are safely tucked away in a "Key house" which is basically a big locked box with keys hanging from hooks. Each key is attached to a tag that has only a colour and number reference and these key tag references can only be accessed by our staff through our password protected software.
Do I have to hand over my keys?
Not at all. We have many clients who provide access for us to enter their property via a side gate or other means, and some who prefer to utilise a wall safe to keep their keys at their house in case of emergencies.
How many keys do I need to provide?
From October 1st 2019, we will require 2 sets of keys from each new client, to allow for one to be kept in the office when our carer takes the first keys out.
Can I leave a tag with my address on my keys that I am providing?
We ask that you please do not leave anything on your keys at all including key rings, tags or other items. This is for your security as we have our own method of keeping track of keys.
Do you walk more than one dog at a time?
We walk up to 3 dogs at a time, as long as they are from the same household.
Can you bring in our mail?
Of course! We can also take out your bins on bin day, water pot plants, and alternate the lights left on in your home for added security.
Can you take care of my other small animals?
At Prefurred Pet Care we can take care of most other small animals free of charge, as long as their care can fit within the allotted time frame. We have experience with birds, rabbits, guinea pigs, chickens, ducks, geese, rats, mice, ferets, snakes, and fish.
How do we make payments?
Once your booking, or bookings have been confirmed and your booking form received, we will generate your invoice and account summary and send them through. The invoice contains bank details to pay via bank transfer. You are also welcome to pay via cash at the initial meeting.
How often do we get invoiced if we have regular dog walks / visits?
Your invoice frequency can be set to suit yourself - either weekly, fortnightly or monthly.
When does payment have to be made?
Payments are due in full 7 days before your booking is due to commence and the specific due date will be indicated on your invoice.
Do we get a discount for paying by cash?
Unfortunately we don't offer any discount for cash payments. All bookings are booked through our software Pet Sitter Plus and processed and taxed the same.
What services do Prefurred Pet Care provide?
We offer dog walking, daily pet sitting visits of up to 60 minutes, and a weekly dog poo removal service.
What areas do you service?
You can see a map and full list of the suburbs services HERE
Are you insured?
Yes we are covered by insurance and all staff have obtained police clearances prior to starting work.
Do we get to meet our pet carer?
Yes, we provide a complimentary initial meeting for every new client with the carer who will be spending most of the time with your furkids. It is very important to us that you feel happy and secure with your choice and that your furkids get to meet us too!
What is your cancellation policy?
We have a 24 hour cancellation policy. If you return early or cancel within this time, you will forfeit the service fee.
How will you contact me while I am away?
Generally we will contact the main nominated mobile number, but can also contact you via email, our facebook page (as long as you message us there before your leave) by text message, or by whatsapp.
Can we get updates while we are away?
Of course! We provide daily feedback emails with a photo of your furkids and a runthrough of our visit. You can also see the time of arrival and departure stamped on each feedback email.