FAQs and Policies

Answers you are looking for…

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What services do you offer?

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Private dog walking, cat and other animal visits, pet taxi, home care, supply run, medication administration, hotel visits, and more. Special requests? No problem. Just let us know! Our visits may include a walk/backyard time, fresh water, feeding if requested, treats, cleanup of pet accidents, playtime, lots of attention, mail retrieval, plant watering, and trash disposal.

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What is the best way to reach Valley Pet Sitting?

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Sending an email to Contact@ValleyPetSitting.com or giving us a call at (818) 856-1366 are both great ways to contact us. If you want to speak with us right away, please call between the office hours of 9am – 7pm and we will be happy to talk to you about how we can help with your custom pet care needs. For established clients, the best way is to reach us though your customer portal on Precise Pet Care or a direct email. New bookings, changes to bookings, and care information updates can all be done through your free online account.

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What areas do you service for dog walking and pet sitting?

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Valley Pet Sitting services Woodland Hills, West Hills, Winnetka, Agoura Hills, Oak Park, Calabasas, Bell Canyon, Thousand Oaks, Topanga, Westlake Village, Newbury Park, Canoga Park, Chatsworth, Hidden Hills, Granada Hills, Porter Ranch, Northridge, North Hills, Panorama City, Sylmar, Sun Valley, Arleta, Lake Balboa, Encino, Reseda, Tarzana, Sherman Oaks, Van Nuys, North Hollywood, Studio City, Valley Village and Toluca Lake. If we don’t list your city, don’t hesitate to ask us.
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What kind of pets do you care for?

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Our sitters have a wide range of experience with virtually every kind of creature; from more common house pets like dogs, cats, birds, and fish to exotic animals including lizards, snakes, turtles etc. and even livestock such as chickens, pigs, horses, or ducks! Just let us know if you have a special pet or unusual needs, and we will do our best to exceed your expectations.
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Why use a professional pet sitting company?

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Established corporations have to go through quite a bit of red tape to operate in the pet sitting field professionally. This includes establishing business licensing, insurance bonding that covers all pet sitters, and employing staff within current labor laws rather than chancing independent contractors. It can be hard for family or friend ‘favors’ to accommodate your fur babies as they need, especially over holiday times. Using a professional service secures the commitment to your pet as a responsibility and priority – not someone to check on in our down time or in between things. Valley Pet Sitting also offers additional support for their pet sitters by ensuring an office staff member is on standby during active visits. This helps when they have questions regarding care or when there is an urgent concern at a home. With Valley Pet Sitting, you get a team of people invested in the best care for your pet – not just one person!

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What days are you available to take care of my pet?

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We provide dog walking, pet sitting, house sitting services seven days a week, 365 days a year, rain or shine.
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Why is in-home pet care better than boarding my pet?

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Dogs and cats may have a good time socializing with other pets, but they do long for the comfort of their own environment with familiar sights, sounds, and smells. Sometimes a pet can suffer from separation anxiety, and have a stressful time in unfamiliar territory. Pet owners may also run the risk exposing their pet(s) to illnesses carried by other owners’ pets at the boarding facility, and/or getting into a fight with a more dominant animal who isn’t as friendly as your pet. There’s nothing like the comfort of your own home when you are missing your loved ones and we are happy to be there for them until you arrive home! *Valley Pet Sitting does not offer boarding options.
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What is included in visits?

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Visits include designated pet care, dog walks, plant watering, mail/package retrieval, general home security check, trash disposal/taking bins to/from the curb etc. Fresh water, food & treats (if requested) and litter boxes are cleaned with each and every visit. Medication administration available.
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Where do you walk my dog?

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We walk each client’s dog in the comfort and safety of your own neighborhood. We do not gather dogs from different clients and walk them at the same time, or travel to the local dog park / hiking trails for the safety of your pet. We take pride in believing that our full attention to each client’s pet should be focused solely on him/her.
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Do your dog walkers take my dog off-leash during their walk?

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In accordance with CA State Laws and for the safety of your dog, VPS does not offer off-leash dog walking. Dogs may however, be off leash in the privacy of their own yard or secured area on property.
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How do you determine what time the sitter will visit my home?

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Whether providing daily visits or midday dog walks to your pets, your sitter will aim to keep as close to your pet’s routines as possible. Just let us know the 2 hour time range minimum you prefer your scheduled visit to take place. If your pet is flexible, choosing from the longer time frames helps us greatly with scheduling. After reviewing the care details entered by you, we consider the local pet sitters who we think are a good match for your pets and care required. During your Meet & Greet with the sitters, you can show your sitter personally all you can about your pets’ normal activities, and they’ll do their very best to keep that same routine! Keeping your care routine as up to date as possible in your client profile will ensure we have proper instructions.
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How does the pet sitter access my home?

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There are several ways to grant access for our sitters to enter your home. The easiest options are to establish a lockbox outside your home to place your 2 keys securely, or to hide them in an inconspicuous location around your property. Both of these options require 2 sets of key copies to be left inside the lockbox or in hidden location. In case one key fails the backup is available and all keys are kept on premises. If your residence doesn’t have a great location for securing a lockbox, we will need copies of your house keys needed for access (including any gate/perimeter keys/fobs). Under this option, we require 3 copies of your keys made available for the sitters to receive during the Meet & Greet. It is vital that you ensure the duplicate keys work properly by testing them on your door before handing them over to the sitters. One key will be securely kept at the office for emergency back-up purposes, while the second and third key, are held with the pet sitters assigned for the duration of your visits. If your keys are not ready to be handed over during the Meet and Greet, we offer a $25 (each) pick up / drop off service, or you can drop them off at one of our office locations at a set appointment time at no charge. *Please notify us if you have a guarded gate entrance prior to services.
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What is your policy on pet sitting and dog walking when the weather affects visitations?

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Expected weather conditions are checked daily, as long as the expected forecast does not pose a threat to either the Pet Sitter or the pets, we will certainly stay on schedule to ensure proper care during scheduled visitations. It’s plausible that inclement weather (i.e. heavy rain causing hazardous road conditions) can potentially delay scheduled arrival times. We will do everything we can to keep both your pets and the assigned sitters safe. When such weather conditions (including extreme heat) occur please understand that your dog’s walk may be shortened to only allow for a quick potty break. Leaving towels out to wipe down a wet pup during rainy seasons helps keep your home clean. The sitter will always stay with your pets for the entire duration of the scheduled visit, rain or shine. *Weather changes do not waive cancellation fees.
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Will I get the same sitter each time I am away?

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We always have a minimum of two pet sitters assigned to each home – so when services are requested we can reach out to either sitter to do them, or they can back up one another when needed. We believe that continuity is key in building long lasting relationships with your pets, so we do our best to keep your visits with the same sitters. Due to fluctuating schedules, we may need to eventually introduce another sitter to your home using the information provided to us on your client account.
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Can you administer medication to my animals while I am away?

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Yes, as long as your pets do not pose a threat to the sitter. When you first contact us, be sure to let us know of your pet’s individual medicinal needs so we can provide you with the proper staff member who is able to administer them. We also ask that if your pet is known to be shy and needs critical medication, that you assist us providing easy access to give them what they need during visits, making it as comfortable for them as possible. Additional fees may apply for specialized or complex medication routines including injections, IVs, or other specialized services outside oral and topical methods.
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I allow my cat access to my patio / backyard occasionally, will my pet sitter do this too?

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Due to safety concerns of your beloved cat, we generally keep all cats indoors throughout the duration of our visits. If it is insisted that the cat be given dual indoor/outdoor access during or between our visits, we cannot guarantee your cat’s return and will not be held liable in the event it does not return.
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How do I know how the visit went, and everything that happened with my animals?

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Once a sitter is done at your home, they will submit a detailed Journal update for you with a few pictures. You will receive an email notification from PPC letting you know it is ready to be viewed, or you can login to your client account any time to view new (or past) journals.
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Is the information I give to VPS confidential?

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Yes! Valley Pet Sitting is committed to keeping all information we receive from our clients and staff confidential, and will not disclose any of your personal information including your mailing address, phone numbers, WiFi or email address. We will only use your information as a means to take great care of your pets and home while you are away. All of our Pet Sitters have signed Privacy Agreements, and are background checked. Our software, Precise Pet Care, operates on a Secured Socket Layer (ssl) which can be seen in the address bar of any page on the website. This means that the connection is secured and encrypted between your computer and the server – protecting your personal information held within from being accessed by any unauthorized parties.
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Your service requires an app – What if I am not savvy?

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Valley Pet Sitting uses a client app to manage all of our scheduling, invoicing, and care information including personal details such as your home address and credit card number. It offers an easy-to-use common ground between client, sitter, and office to share all the same information needed to provide the best care for your home and pets! Precise Pet Care is a very user-friendly app and has a desktop site available for use on a computer as well. If you still have trouble, our office staff is eager to help with the technical side and will happily set up a phone call appointment to walk you through the process.

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Are you paperless?

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We don’t just care for animals, we also respect the environment! VPS has gone fully paperless, utilizing our digital information storage software Precise Pet Care (PPC.) This fully secured and encrypted software allows clients to handle every aspect of their pet care from information updates to scheduling visits from their smartphone or laptop. Our office and pet sitters all access the same information making last minute care updates or changes readily available for all to see including specific notes sitters might need for certain days compared to their regular care. This also means that no notes left at home will be missed, that the office and the sitters are on the same page of what needs to be done, and they will not have anything in their cars or on their person that is traceable back to you or your home. Since we are fully digital, notes left out in a home are considered outdated or not addressed to us – only digitally updated care notes into PPC will be followed.
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How do I sign up/request services as a new client?

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The best way to sign up with Valley Pet Sitting is to go to our contact form on our website and fill out your information to give us an idea of how we can help. Once received, our office will review it and reach out to you to gather more details to get you started. You may also give us a call anytime directly during our business hours (9a – 7p) for further assistance.

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How do I request services once established?

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Once registered into our system, you can log in anytime to submit a request for services in our app. If you have trouble figuring out the system scheduler, our office staff is happy to schedule a phone call tutorial appointment in which we can guide you through the process.
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How is payment handled?

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We bill at the end of each week for the prior week of services rendered. When services are booked we will send you weekly quotes for services requested so you are aware of the payment due each week. You can either prepay ahead of time or VPS will charge you at the end of each week after services are rendered. We will never charge a credit card for visits that have not yet occurred. We accept all major credit cards (Visa, Mastercard, American Express and Discover), and will acquire this number from you when booking. A valid credit card must be on file at all times during services. Sorry, no cash or personal checks accepted.
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What happens if I have an urgent, last minute, or emergency requested visit? Do you accept those?

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Yes! We will do everything we can to accommodate the needs of your pet if you are stuck somewhere due to delayed flights, late work meetings, etc. We understand that life happens, and have been known to work with last minute requests of all kinds! However, last minute scheduling may not be available at the exact time your pet needs servicing, but rest assured that we will be there as soon as we can and are happy to clean up any messes as a result of a last minute urgent booking. *Short Notice fee may apply.
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What is your policy for short notice reservations or cancellations?

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VPS is flexible and understands that things come up and we do our best to assist

  • Short Notice Reservation: Next day reservation requests may be made up to 24 hours in advance at no charge. Any reservations received with less than 24-hour notice from the start time of visit will incur a $10 short notice fee per visit. The reservation is considered requested when received by VPS.
  • Reservation Cancellation: No charge cancellations may be made up until 24 hours prior to reservation. Cancellations made less than 24 hours of reservation are cancelled at 100% of the visit cost per visit. *Please see separate cancellation policies for holidays throughout the year as booked.
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Do you charge a holiday fee?

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There is an additional fee over all major national and religious holidays as well as three-day weekends. Valley Pet Sitting will let you know of the applicable fees when you book your service. This helps ensure your sitters remain available for you during popular travel times. These include but not limited to the following: Martin Luther King Day, Valentine’s Day, President’s Day, Easter, Mother’s Day, Memorial Day Weekend, Father’s Day, 4th of July Weekend, Labor Day Weekend, Yom Kippur, Columbus Day Weekend, Halloween, Veteran’s Day Weekend, Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day.

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May I give my sitter or dog walker a gratuity?

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Absolutely, and it is much appreciated! Our sitters work hard to go above and beyond, and it means a lot to them, and us, when they are rewarded for their efforts. You can give gratuities directly to the sitter by adding it to your invoice through your online client account or have us add it for you which both will breakdown the tip per visit depending on which sitter did the visit, or leaving out cash (in per visit increments of smaller bills to divide between sitters).

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Will you take care of my pets without meeting the sitter?

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VPS sitters are fully capable of handling care routines that they have not been previously introduced to. As long as we are given proper access, all home/pet care instructions and the animals involved are not aggressive, we can start today!
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Can I contact the pet sitter directly?

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Our office is the main point of contact for any questions or concerns regarding our service. In order for us to work as a team, our office and sitters must all be aware of the same client/pet information at all times. Clients may leave digital ‘sitter notes’ (never paper!) for their pet sitters in select visits on their account if they prefer, or reach our office during business hours for any time sensitive inquiries so we can do it for you and notify our sitters if you are unable to input in yourself. Pet sitters and clients never share personal information between each other.
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What safety measures are being enforced in response to COVID – 19?

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All pet sitters have face masks, gloves, hand sanitizer/wipes, and training on safe handling practices for pet related items in a client’s home. We have also implemented a Door to Door service for those who are not comfortable with the pet sitter entering their home, but would like their dogs or outdoor animals taken care of. Door to door service will require someone be home to hand off the dog or provide instructions on how to gain access to the dog without entering home.

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