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. Every walk during summer is begun only after every walking surface has been given the 10 second test by our walkers. During winter, we aim to do all walks closer to the middle of the day to make sure the environment is not too cold. If there is a lightning storm at the time for the walk, for our staff safety we reserve the right to cancel or postpone the walk.



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. We will remain with your furkid until we are able to contact someone or take them to the vet, and will keep you updated every step of the way.



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. If your furkid has been taken to the vet, you will likely have to organise payment immediately via credit card over the phone, or by working out a plan with them before you leave, make sure they have all your pet insurance information if you are insured, or if they allow treatment now / payment later, when you return you can organise payment. As we use your vet of choice where at all possible, each vet has a different policy on payment situations. We encourage you to contact your vet for peace of mind before each booking commences. Unfortunately, Prefurred Pet Care do not accept the responsibility of paying for veterinary bills on behalf of our clients, we prefer to have our clients deal directly with their vet.



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. This allows us to have no identifying markers on any key and therefore render them useless if they happened to fall into the wrong hands. When not in use, they are safely locked away and are only accessible by our carers. Your personal information is likewise stored in your client profile, which is only password accessible by yourself and by your pet carer / walker.



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. We are happy to utilise any of these options, as long as we are able to edequately care for your furkids and house.



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. This is to ensure the safety and security of our staff and to easily remedy any "lockout" situations. If you are providing us with alternate means of access to your property you don't have to provide any keys, and if you are using a lockbox or wall safe at your property, you only have to leave one set.



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.



Dog Walking

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. For security and safety reasons, we do not provide pack walks at this stage, though we may look into it for the future if there is enough interest.



Pet Sitting

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.



Payments

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.



The Basics

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. If you are feeling perticularly anxious, we encourage you to reach out via out mobile number, email, or Facebook page to get some extra assurance that your furkids are in teh best of hands.