FAQ
How does a client go about getting started?
Clients can contact us by email or phone to ask questions and learn about our services. When you’re ready to get started, you will register as a client in our professional pet sitting software. Once we have collected your client and pet profiles, we will schedule a Face to Snout Evaluation meeting so everyone gets comfy with each other. We will go over pet sitting procedures, special needs, and your pet’s routine including leashing up and a brief walk for new canine clients. Once the meeting has taken place you are free to start requesting services. It may take a few days to get this meeting scheduled with one of our team members as we fit these meetings in around the sitter’s daily pet care visits.
What time do the sitters make their rounds and how long do they stay?
Our pet sitters can visit client’s homes up to 4 times per day. We have a variety of time block options:
Early Morning (6:00am – 9:00am)
Mid Morning (9:00am – 11:00am)
Early Afternoon (11:00am – 2:00pm)
Mid Afternoon (2:00pm – 4:00pm)
Late Afternoon/Dinner (4:00pm – 6:00pm)
Evening/Bedtime (7:00pm – 9:00pm)
Remember our sitters work in time blocks. If you request a specific time, we do our best to accommodate your request but we can’t guarantee a specific arrival time. We will however, always arrive within the time block you have scheduled.
We offer 15-minute, 30-minute, 45-minute and 60-minute visits. The client can mix and match to customize the best plan for his or her pet.
After a client has completed their Face to Snout Evaluation meeting they can schedule service anytime?
Yes! After we meet with you and your pet in your South Shore home, new clients can access their secure account to request services, check their personal service calendar, update their billing information, client information and pet profiles as well as update their password. It’s a versatile tool that you will love! All scheduling requests are confirmed during our regular business hours, which are 8AM – 5PM Monday through Friday.
What is your inclement weather policy?
During inclement weather and extremes in temperature, it is important for us to take into consideration the length of time dogs spend outside. Some pooches can handle the extreme weather better than others. We will use our best judgment on how long to keep your pet outdoors.
If roads are hazardous and/or schools are delayed or closed, our first priority is to care for pets whose owners are out of town before visiting our daily dog walking clients. We reserve the right to cancel regular dog walking visits in order to keep our team safe and off the roads. Last minute cancellation fees will be waived in those instances.
Clients are responsible for driveways to be plowed and walkways shoveled. We will make our best effort to access your home if your driveway and walkway are not clear but in order to keep our team safe, we do not guarantee it. If we can’t access your home due to snow/ice, we will inform you immediately.
Please note that if Heidi’s Hounds is open and the team is working, our normal cancellation policy applies.
How do you accept payment?
Visa, Mastercard or Discover
When do I pay?
Payment in full is required at the start of your first visit.
Is there a cancellation policy?
Please click here to see our cancellation policy.
How about last minute requests?
It is best to schedule your visits with as much notice as possible. We will make every attempt to schedule your last minute visit, however we may not always have availability for last minute additions. We do charge a $10 late booking fee for visits scheduled without 24-hours notice. All scheduling requests are confirmed during our regular business hours, which are 8AM-5PM Monday through Friday. For example, if a client requests service on Monday night for service on Tuesday the $10 fee will apply. Visit requests that come in after close of business on Friday for weekend visits are assessed the $10 fee.
What happens if my regular overnight sitter is not available? (Pet Lodging & Overnight House Sitting)
Our team is full of amazing pet sitters that would love to care for our client’s pets if their primary overnight sitter is not available. Since all of our client’s pet care information is stored in our secure database, it’s really not necessary to meet with an alternate sitter. If however, the client feels more comfortable meeting their alternate sitter in person, we will schedule a Pre-Departure Meeting. There is a $25 service fee for this meeting.
What is Heidi’s Hounds refund policy?
There are no refunds for services rendered.
A credit will be added to your account if you have prepaid and service is cancelled within our cancellation policy.
Are there extra costs for services on holidays?
There is up to a $25 surcharge plus the standard charge for the service being provided on the following major holidays: New Years Eve, New Years Day, President’s Day, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve and Christmas Day. You can read more about ourservices and rates here.
What does it mean that you are bonded and insured?
A dishonesty bond gives you peace of mind that you will be reimbursed if anything is stolen from your home. We also carry a liability insurance policy that protects you from financial loss in the event that we are liable for accidents that occur while caring for our client’s pets. We are happy to provide our clients with proof of insurance and our bond.
