Q: Are you insured and bonded?
A: Yes. No Place Like Home is bonded and carries liability insurance that includes coverage for your pets and your home. With NPLH, your pet and your personal property are covered in the event of injury or accidental damage.
Q: Do you have references?
A: Absolutely! Contact us by phone, text or email and we are happy to give you the telephone numbers and/or email addresses of some of our current and past customers.
Q: Do I have to sign a contract?
A: NPLH does not use service contracts between company and client. We do, however, require a signature on the Company Policies as well as completion of the Veterinary Authorization form. Both will be sent to you via email for electronic signature after you have registered. (see Client’s Corner on the HomePage) If you are unable to view the documents they can also be faxed or mailed for review and completion.
Q: Do I need to meet with you before service begins?
A: Yes. A meet and greet with your sitter is needed before your first service can begin. Once you have registered all your home and pet info, and have requested your first service, your sitter will contact you, using your preferred method, to schedule your meet and greet. The office does not schedule meet and greets between sitter and client. At the meet and greet you and your sitter will discuss all details on pet and home care.
Q: Will my pets always have the same sitter?
A:We understand you don’t want some random person you and your pets have never met, coming into your home while you are away. At NPLH we use a “trio of sitters” to ensure there is full availability while keeping new people to a minumum. You will receive a primary sitter, a secondary if your primary is already booked or otherwise unavailable (a second free meet and greet is included) and your final back up sitter is always the owner, Jenna Bean, RVT.
Q: How many times do you visit, and at what time?
A: We want to stick to your pets’ routine as closely as possible. Of course, that may not always be possible depending on some pets’ needs. We are happy to discuss this in further detail.
In general, we visit 1-4 times a day for 15-60 minutes at a time. Overnight care is also available (8p-6a)
You and your sitter determine visit times. The company has specific visit times offered (see Services page) but your pets may be used to going out an hour later or earlier than the times you see listed, or perhaps they take medication at a specific time. We are usually able accommodate such visits, times will be confirmed prior to your meet and greet and are subject to sitter availability.
Q: How long in advance should I book and do I contact my sitter or the office?
A: Please contact the office when requesting any type of service other than a key exchange or meet and greet. Contact us as soon as you know your travel plans. Many of our clients schedule months in advance, some schedule weeks and others just days in advance; we are able to accommodate most last minute requests. Overnights should be booked ASAP to ensure availability.
*subject to Holiday Cancellation fee stated in policies
You may request service by phone, text, and email or by logging into your NPLH profile and submitting a request online. Office hours are Mon-Fri 9a-5p closed Sat/Sun and Holidays. Requests made after 12pm the day prior to first visit needed incur a $5 scheduling fee. The cut off to schedule for Sat/Sun/Mon without incurring a late fee is 12pm on Friday. Messages are monitored after hours for emergency needs only!
Q: What types of pets will you care for?
A: Dogs, cats, horses, ferrets, birds, snakes, fish, rabbits, guinea pigs, turtles and more! If we are unfamiliar with the care of a particular type of pet, we are more than happy to learn.
Q: Do you provide full day care or by the hour?
A: Full day care or visits longer than one hour are available on a very limited basis. We suggest that clients try 2-4 visits per day, and in most cases this has worked out great.
Q: My pet doesn’t really need much care. I usually just leave them an extra big bowl of food and water. Will you come by every 2/3/4 days to change their food and water and check on them?
A: Even with our best efforts to provide adequate food, water and attention, anything could happen to your pet while they are unsupervised. Your pet(s) could become ill or injured, trapped in an area, their water could be spilled, someone could break in … you see my point! NPLH has the following policy: Cats, caged and pocket pets must have at least one 15-minute visit every 48 hours (every other day). Dogs must have a minimum of one 30-minute visit every 24 hours. We will not visit pets less often than stated, no exceptions.
Q: What if I’m going to be late returning home?
A: Please contact your sitter, and the office if possible, as soon as you know that your return time or date is going to change. We will continue to make visits at the normal visit time, or, will visit as closely as possible to your normal scheduled time, until your return. (If extra visits are requested, of course)
Q: What if I am delayed and I can’t contact you to let you know?
A: During your meet and greet or at some point during your trip, please inform your sitter of your expected return time. As stated in the NPLH policies all clients agree to contact their sitter upon return. This notifies us that your pets are again safely under your care. If we do not hear from you within 2 hours of your scheduled return time, we will assume that you have been delayed, and will continue to provide care for your pets until you contact us that you have returned. You will be billed for all extensions of service at the normal, agreed-upon rate.
Q: What if I need to cancel service?
A: Sure, we understand life isn’t predictable and we try to stay flexible. You may cancel your appointment by logging into your NPLH profile, if time allows, or contact the office directly. Do not cancel directly with your sitter, the office will notify them of the change. The following cancellation policy applies:
- Less than 24 hour notice from the date the first visit is scheduled there is a $10 cancellation fee. (So if you are booked Fri-Sun you should cancel no later than Weds to avoid the fee etc…)
- For Holiday requests: less than 48 hour notice from the date the first visit is scheduled, you will be charged 50% of the bill.
Q: How do I pay for services?
A: Invoices are sent by email every Monday for jobs completed during the previous week. You may use the online option to pay by check or with credit card. You may also mail a check to the address on your invoice. (also find it under the Contact Us page)
***Holidays and requests that are 7 days or longer are invoiced prior to your departure and require at least 50% payment before service.
Q: What is your Holiday Surcharge?
A: $0 NPLH does not believe in charging extra on Holiday visits. In our opinion that is what we are here for!
Q: Can I leave a tip for my pet sitter?
A: Tips are always appreciated for excellent service, but are definitely not required! Please make sure to leave a note attached to the tip specifying that it is, in fact, a tip for services rendered. Please do not include tips meant for your sitter, in the payment you send NPLH. They should be kept separate.