FAQs and Policies

You’re welcome to contact us by phone at (818) 856-1366 or by email at contact@valleypetsitting.com. For immediate assistance, we recommend calling during our office hours, 9:00 AM–7:00 PM, when our team is available to respond promptly and assist with your care needs.

For established clients, the most efficient way to reach us is through your secure Precise Pet Care client portal, or by direct email. From your online account, you can send messages, request new bookings, make changes to existing services, and update care instructions—all in one place, with real-time notification to our office.

Our goal is to keep communication simple, responsive, and seamless, so you feel supported before, during, and after every service.

We proudly serve households throughout the San Fernando Valley and surrounding communities. Our service area extends from North Hollywood to Thousand Oaks and from Simi Valley to Porter Ranch, including Woodland Hills, West Hills, Canoga Park, Winnetka, Tarzana, Encino, Sherman Oaks, Van Nuys, and neighboring areas.

For the most up-to-date service coverage, please visit our Service Area page.

At Valley Pet Sitting, care is delivered by experienced employees supported by an active office team and a manager always on duty. This means sitters are never working alone and have immediate access to guidance or assistance if questions or urgent situations arise. Unlike informal arrangements with friends or family—especially during busy times or holidays—professional care ensures your pet’s needs remain a priority, not something squeezed in between other obligations.

When you choose Valley Pet Sitting, you’re choosing a coordinated team committed to consistent, dependable care for your pets and your home—every visit, every time.

Valley Pet Sitting provides professional dog walking, pet sitting, and home care services from 7:00 AM–9:00 PM, seven days a week, year-round—including holidays. Our team operates rain or shine, ensuring your pet’s routine remains consistent no matter the day or season.

In-home pet care allows pets to remain in the comfort and familiarity of their own environment, where routines and daily rhythms stay consistent. This approach helps reduce stress, minimize anxiety, and support overall well-being through personalized, one-on-one care. It also eliminates exposure to unfamiliar animals, shared spaces, and potential illnesses.

At Valley Pet Sitting, we believe the highest standard of care happens at home. In addition to caring for your pets, our in-home services allow us to also support your household with mail and package retrieval, plant watering, trash service, and routine home checks—so everything is cared for while you’re away. This comprehensive approach ensures both your pets and your home remain comfortable, secure, and well maintained until you return.

Our Meet & Greets are designed to ensure your care begins seamlessly and with confidence. After your initial conversation with our office, you’ll receive access to your secure Precise Pet Care account to complete detailed information about your home and pet care needs.

Based on that information, we thoughtfully assign one to two sitters who are the best suited for your household. Your assigned sitter reviews your profile in advance and arrives prepared to meet you and your pets, walk through routines, confirm preferences, and learn where essential care items are located.

A Meet & Greet is scheduled once your profile is complete and the meeting deposit is received, which is credited back on your third service. Meet & Greets are optional before services begin but completed profiles are required. Established clients may also request additional Meet & Greets at any time for new pets, routine changes, or a new home.

To support your home while you’re away, visits may also include mail and package retrieval, plant watering, trash service, and general home security checks—ensuring everything remains cared for and secure.

This approach allows our sitters to remain fully focused on your dog’s comfort, safety, and pace, providing attentive, individualized care throughout every walk.

For your dog’s safety, all walks are conducted on-leash at all times. We do not offer off-leash walking in public spaces, ensuring consistent control and secure handling during every walk.

Dogs may enjoy off-leash time only within the privacy of their own yard or a securely enclosed area on your property, when appropriate. This approach allows us to prioritize safety while respecting your dog’s comfort and routine.

With coordinated scheduling and a manager always on duty, your care is consistently managed and always supported—so your pet’s routine is never disrupted.

For security and consistency, we strongly prefer on-site access options, such as a lockbox or a securely designated key location at your property. This allows access to remain at your home at all times and ensures care can proceed smoothly without keys being transported off-site.

If on-site access is not available, temporary key pickup and drop-off can be arranged during active services. In these cases, a key handling fee applies to cover the sitter’s time and transportation. Keys are managed carefully and returned promptly once services are complete—we do not retain client keys on file.

During onboarding, our office will review access options with you to determine the most secure and comfortable solution for your home. Please let us know in advance if your property includes a guarded gate or special entry requirements so we can plan accordingly.

Your pet’s care remains a priority regardless of the weather. Our team monitors forecasts daily, and services continue as scheduled rain or shine unless serious conditions pose a safety concern. Sitters always remain for the full scheduled visit, adjusting the routine to accommodate the weather and ensuring your pets receive attentive care.

During extreme weather—such as heavy rain, unsafe road conditions, or excessive heat—dog walks may be adjusted to shorter outdoor time or potty breaks only, prioritizing your pet’s safety and comfort. Visit timing may shift slightly only if necessary, but care is never skipped.

We appreciate your understanding that weather-related adjustments do not waive cancellation fees. Simple preparations, like providing towels during wet weather, help us keep your home comfortable while maintaining your pet’s routine.

We always strive for consistency, and whenever possible, clients see the same familiar sitter caring for their home and pets. Maintaining routine and trust is important to both pets and their people, and we make every effort to keep care feeling familiar and predictable.

At the same time, we believe it’s equally important that your care is never interrupted. Like anyone, sitters have personal schedules and may occasionally be unavailable due to illness, emergencies, or unexpected circumstances. To protect your pet’s routine in those moments, we thoughtfully ensure there is a prepared, familiar backup option—so care continues seamlessly without last-minute stress or missed visits.

This approach allows us to provide dependable, well-managed care while giving you peace of mind knowing that no matter what, your home and pets are always cared for as planned.

To ensure your pet’s comfort and safety, medication details should always be shared in advance through your client profile, along with any handling preferences for shy or sensitive pets. We may also ask that medications be prepared or made easily accessible to reduce stress during visits.

More complex or specialized medication routines may require additional coordination and fees. Our office is always happy to review your pet’s needs with you and determine the best, most comfortable approach for everyone involved.

For your cat’s safety, our standard practice is to keep cats indoors during visits, even if they are occasionally allowed outdoor access when you are home. Remaining inside allows us to provide attentive, reliable care without the risks that can arise when a cat is outside and unaccounted for.

If outdoor access is requested, please understand that we cannot guarantee your cat’s return and cannot assume responsibility should your cat leave the property or not come back inside. For this reason, we strongly recommend indoor-only care while you’re away to ensure your cat remains safe, secure, and well cared for at all times.

Our approach is designed to protect your cat’s well-being while giving you peace of mind throughout your time away.

After every visit, you’ll receive a detailed, real-time visit report through your secure client account, complete with notes and photos. These reports provide a clear overview of everything completed during the visit, so you’re always informed and connected—no matter where you are.

Visit updates may include details such as feeding, fresh water, treats if requested, litter box cleaning and animal environment maintenance, pet waste disposal, playtime, and companionship. When applicable, reports also confirm medication administration and any special care provided.

Home care tasks—such as mail and package retrieval, plant watering, trash service, and home security checks (including lights or music adjusted per your request)—are also documented. Each report includes arrival and departure time stamps, identification of the sitter who completed the visit, and GPS tracking for dog walks. With a manager on duty overseeing every visit, you can feel confident that your home and pets are cared for exactly as requested.

Your privacy and security are taken very seriously. All information you share with Valley Pet Sitting is treated as strictly confidential and used solely to provide exceptional care for your pets and home. Personal details such as addresses, access information, contact details, and Wi-Fi credentials are never shared or disclosed.

Our sitters are carefully vetted and background checked. Client information is securely managed through our encrypted client software, ensuring your data is protected and accessible only to authorized personnel.

Our commitment to discretion allows you to travel or focus on your day with complete confidence—knowing your home, pets, and personal information are handled with care, professionalism, and respect.

Our client system is designed to be simple, intuitive, and easy to navigate, whether you prefer using a phone, tablet, or computer. Your secure online account allows you to manage care details, submit requests, and receive updates—all in one place, at your own comfort level.

When you use your client account to submit updates or schedule requests, both our office team and your assigned sitters are notified in real time. This allows us to respond quickly, coordinate care efficiently, and confirm your services without delay. Many clients find that learning the system makes communication smoother and scheduling faster for everyone involved.

If you ever need help, our office team is always available and happy to walk you through the process by phone. Our goal is to make managing your pet’s care feel seamless, supported, and stress-free—never complicated.

Valley Pet Sitting operates fully paperless, using a secure, encrypted client system to manage all care details, scheduling, and communication. This ensures your information is always accurate, up to date, and accessible only to authorized team members.

By keeping everything digital, our office and sitters work from the same real-time information—allowing updates, special notes, and last-minute changes to be handled seamlessly without relying on paper notes left at home. This approach also enhances privacy, as sitters do not carry physical documents or written details connected to your home or personal information.
Our paperless system is designed to simplify communication, protect your privacy, and ensure nothing important is missed—while also supporting environmentally responsible practices.

Getting started is simple and personalized. New clients can begin by completing the contact form on our website or by calling our office directly during business hours (9:00 AM – 7:00 PM). Once we receive your inquiry, our office team will reach out to learn more about your pets, your home, and your care needs.

From there, we guide you through the next steps—including setting up your secure client account and coordinating care—ensuring a smooth, supported onboarding experience from the very first conversation.

During onboarding, we share helpful tips to make using the system simple and intuitive. If you ever need additional support, our office team is happy to schedule a phone call to walk you through the process step by step. Our goal is to make requesting care easy, efficient, and stress-free.

Services are billed weekly for visits already completed, following our Monday–Sunday billing cycle. Charges may be processed as early as Sunday once that week’s visits are finished. For longer trips, this results in multiple weekly invoices—allowing you to pay as care is provided, never in advance of completed visits.

A valid credit card with available funds is required at all times during active services. All charges are reviewed and processed manually by our accounting department to ensure accuracy, and billing timing is at our discretion once visits are completed. Clients are welcome to prepay, though deposits are not required.

To maintain uninterrupted service, payment methods must remain current and ready at all times. If payment is not successfully received by Monday at 7:00 PM, a $5 per day late fee will apply until the balance is resolved. Accounts with repeated declined or failed payments may lose the privilege of post-service billing and will be required to prepay before future services begin.

For security and consistency, we accept all major credit cards and do not accept cash, checks, or third-party payment platforms. We appreciate your understanding that, in offering the convenience of post-service billing rather than requiring prepayment, funds must be available at the time charges are processed for services rendered.

Life doesn’t always follow a plan, and when something unexpected happens—whether it’s a delayed flight, a long workday, or a sudden health emergency—Valley Pet Sitting is here to help. We are especially proud of the support we provide during last-minute and emergency situations, and we do everything possible to step in quickly so your pets are never left without care.

Requests made with less than 24 hours’ notice are subject to a short-notice premium. While exact timing may not always be guaranteed in urgent situations, you can feel confident knowing your pets will be cared for thoughtfully and with compassion. Keeping your client account and care details up to date helps us respond seamlessly when you need us most.

We understand that plans can change unexpectedly, which is why Valley Pet Sitting maintains a 24-hour cancellation policy, rather than longer notice requirements such as the 48–72 hours used by other providers. We believe this offers meaningful flexibility when last-minute situations arise.

Cancellations made more than 24 hours in advance are not charged. Visits canceled within 24 hours of the scheduled time are billed at 100% of the visit cost. This reflects the planning involved in reserving your visit, scheduling your sitter, and holding that time exclusively for your household. Because sitters have limited availability, your reservation secures dedicated time that cannot always be reassigned on short notice.

This policy allows us to balance compassion for unexpected changes with fairness to our company and the care commitments we make to every client. Please note that holiday cancellations follow separate policies, which are outlined at the time of booking.

Holiday fees allow us to reserve coverage, maintain reliability, and fairly compensate our team for their availability and dedication. Any applicable holiday fees are clearly communicated at the time of reservation and must be approved before services are confirmed.

This ensures your care remains consistent and dependable during the most requested times of the year—so you can relax knowing everything at home is handled with intention and care.

Gratuities are always welcome, though never expected. Our sitters are valued, that take great care in providing attentive, dependable service, and many clients choose to offer a tip as a personal gesture of appreciation.

For convenience, gratuities can be added directly through your client account as a flat amount or percentage, and will be fairly distributed among the sitters who completed your visits during that billing week. If you prefer to direct a gratuity to a particular sitter, our office is happy to assist—just reach out.

Cash gratuities are also appreciated. When multiple sitters are involved, smaller denominations are helpful so gratuities can be shared smoothly. However you choose to acknowledge your sitter’s care, it is always sincerely appreciated.

While many clients appreciate a Meet & Greet, it is not required to begin services. Valley Pet Sitting is fully prepared to step in and provide professional care without a prior in-person introduction when needed.

As long as secure on-property access is provided, your client profile is fully completed with clear pet and home care instructions, and pets do not pose a safety concern, care can begin promptly. Our sitters review all details in advance to ensure routines are followed and your home and pets are cared for exactly as requested.

This flexibility allows us to assist quickly—especially in last-minute or unexpected situations—while maintaining the same high standard of attentive, reliable care.

To ensure consistency, accuracy, and seamless care, our office serves as the primary point of contact for all questions, updates, and requests. This allows our team and sitters to work from the same real-time information and ensures nothing important is missed.

Clients are welcome to email or contact our office with any updates they would like shared with their sitter, and we will ensure the information is promptly relayed. For time-sensitive needs or if you prefer assistance, our office is always available during business hours to coordinate updates and communicate directly with the sitter on your behalf via email, client account messaging, or phone.

For privacy and security, personal contact information is not exchanged between clients and sitters. This structured approach allows us to provide attentive, well-managed care while giving you peace of mind that every detail is handled properly.