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Frequently Asked Questions
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What is your service area?We offer pet sitting and dog walking services in 2 locations: Sydney’s Northern Beaches, including Dee Why, Curl Curl, Freshwater, Manly, Narrabeen, Collaroy, Narraweena and surrounding suburbs. Coffs Harbour and Woolgoolga area, including Sawtell, Toormina, Boambee, Korora, Moonee Beach, Sapphire Beach, Emerald Beach, Sandy Beach, Safety Beach, Arrawarra, Corindi Beach and Red Rock. If you are located outside our current service area, please inform us, and we'll consider accommodating your request by traveling to your location. Our flexibility extends beyond regional boundaries, as we're willing to provide our services anywhere within Australia and even internationally.
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What services do you offer?We offer a range of services tailored to meet your pet's unique needs, including pet sitting, dog walking, home boarding, and drop-in visits. Whether you're away for the day or on an extended vacation, we've got your pet’s happiness covered.
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What is included in your pet sitting services?We are a comprehensive pet sitting company committed to offer high quality and professional pet sitting services to suit your pets and home perfectly. During our initial Meet & Greet, we'll carefully note your pet's routine to ensure consistency in their care. Our pet sitting services include: Feeding Making sure water is always fresh Supervising potty breaks Comply with any special dietary requirements Engaging in outdoor playtime Cleaning up any accidents Keeping litter box clean Sending photos and written updates after each visit Administering medications Collecting mail and packages Performing a security check of the premises to ensure the safety of windows and entryways Recognising the individuality of each pet and letting them dictate the extent of interaction with our team. For shy pets, we practice patience, allowing them the space and time to acclimate at their own pace. We'll never chase your pet around the house If you have additional requests, please don't hesitate to ask!
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Are you a kennel?We're different from a kennel. Our Home Boarding service provides a cozy home environment where our pet sitters welcome pets into their homes. This ensures a comfortable and personalised experience, similar to what pets are used to at home, with plenty of love and attention.
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Are you a Doggy Day Care?While we're not a traditional day care facility, we do offer a day care option as part of our Home Boarding service. Our dedicated pet sitters will warmly open their homes to host your pets, whether it's for a day visit or an overnight stay. This personalised approach ensures your pets receive an attentive care in a cozy environment, making their time with us feel like a home away from home.
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What does it mean that you are insured?As a professional pet sitting company, we prioritise the safety and security of our clients and their homes. That's why we hold a comprehensive insurance coverage through QBE Insurance, to protect against financial losses in case of accidents while caring for our clients' pets and homes. We are happy to provide our clients a copy of our insurance certificate.
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What is the Meet & Greet?The Meet & Greet is a meeting that allows the client to get to know our service and their assigned pet sitter prior to the start of their service. During this meeting the pet care provider will introduce themselves, spend some quality time with the pet, confirm and review the pertinent information about the home and pet care routine (e.g. vet information, emergency contact, special requests, key handling, etc.), and answer any additional questions the client may have. We do NOT charge for the initial Meet & Greet, however it must not exceed 30 minutes. If you need additional time or want to arrange a second meeting it must be booked as a drop-in visit.
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What is the Client Portal?All clients receives a unique login information to their secured Client Portal which they can also access through the Time to Pet mobile app. This user-friendly software offers a seamless process, allowing clients to request services, review and pay invoices, communicate directly with pet sitters, view photos and reports and much more. It’s our commitment to a smoother and more enjoyable experience for our valued clients.
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How is the hiring process of the pet sitters? And how do you make sure that they are all keeping up with your standards?Our hiring process is designed to ensure we only hire dedicated pet care professionals with practical experience and a professional mindset. We conduct thorough screenings, including interviews, reference checks, and background checks. New pet sitters undergo a trial period, and we follow up with clients to confirm their satisfaction. This ensures our team consistently meets our high standards of care.
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How can I trust your sitters in my home?At Furry Tail Pet Care, we prioritise the safety and well-being of your pets and your home. Our pet care providers undergo a rigorous hiring process that includes a background check to ensure maximum security. Additionally, we are a licensed professional pet sitting company, fully insured and certified in Pet First Aid & CPR. However, we understand that trust goes beyond credentials. That's why we strive to build meaningful relationships with each and every one of our clients. We believe in transparency and open communication, ensuring you know who we are and why we operate the way we do. While we may not be the perfect fit for everyone, we are dedicated to providing exceptional service to those who choose us.
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Can I schedule a service directly with the pet sitter?No! For the safety of our client’s pets all visits MUST be scheduled through the Furry Tail Pet Care booking system. We use a high-tech scheduling software, which ensures that no one is left behind. If a client schedules directly with the pet sitter and the sitter fails to notify the office, it disrupt our monitoring process, making it difficult to ensure the pet receives proper care. Furry Tail Pet Care will not be held responsible for visits scheduled without the office’s knowledge.
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Are there extra costs for services provided on public holidays?To cover the increased operational costs and to compensate our staff for working on public holidays, we apply a 50% surcharge on our standard rates for services provided on public holidays, as well as 2 days before and after Christmas and New Years. This surcharge helps us ensure that we can continue to provide the same level of quality care to your pets even during holiday periods.
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Do you offer house sitting services even if someone doesn’t have a pet?Definitely! We have many clients who contract us to visit their homes while they are away. This gives them peace of mind that their home is safe while they are not there. So, no, you don't need to have a pet to use Furry Tail Pet Care.
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What happens if a pet becomes ill or have an emergency and I am out of town or unable to leave work?If we detect any signs of illness in your pet, we will promptly contact you using the emergency phone numbers on file. Should you determine that veterinary care is necessary, we'll transport your pet to the veterinarian's office for assessment and treatment. If we're unable to reach you, we'll assess the situation and, if deemed necessary, seek veterinary care for your pet. Any additional time spent providing these services will be billed accordingly.
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What is your cancellation policy?We use your reservation to manage our availability to all our clients. When you book a service, we set aside exclusive time for you and your pets, often turning away other clients for that time. Therefore, the following cancellation policy applies to the entire balance of the reservation. Dog Walks/Single Drop-in Visit: cancellations within 12 hours will be charged a 50% cancellation fee Pet sittings/Home Boarding: cancellations within 48 hours will be charged a 50% cancellation fee
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