FREQUENTLY ASKED QUESTIONS

Q. What areas do you service?

A. Puppycat Pet Care provides pet sitting, dog walking and canine waste management services to all North Canberra suburbs. If you live in Canberra's South we may be able to assist depending on how busy we are. Please call or email us to check.

Q. How do I make a booking?

A. Call us today on 0413 000 971 or send us an email .

Q. Do I have to leave my keys with you?

A. We will only require a key if we cannot appropriately care for or gain access to your pet without one. For dog walking services, as long as we can get to everything we need (your dog, its lead, water bowl and water) then we generally don't need a key.

We won't accept a garage door opener in place of a key as this could mean we are locked out of your house and unable to care for your pets if there's a power failure. Also, for the security of your home and pets, doors cannot be left unlocked as an alternative to providing a key.

Q. When do I give you a key?

A. Generally we will collect your key when we come to meet you and your pet for the first time. We will test the key before we leave just to make sure it works. If we have returned your key and you require our services again we will simply make a time to drop past and pick up the key from you.

Q. What do you do with my key while it's in your possession?

A. Your security is important to us. We have a special system of coding your keys so that your identifying information is never held with your key. All keys are locked up when not in use.

Q. How do I get my key back?

A. We will not simply leave keys in a letterbox or locked in the house. We will always physically hand them to you. We can set up a time to bring your key back to you if you prefer we didn't hold onto it for future services.

Q. Is Puppycat Pet Care registered and insured?

A. Yes. Puppycat Pet Care is a registered business in Canberra and we have full public liability insurance. Additionally, all our carers have a current working with vulnerable people card and are industry qualified to provide pet care services, including basic first aid.

Q. Will you administer medication?

A. We will administer all types of medication except injections.

Q. What payment methods do you accept?

A. We accept cash and direct deposit only. Payment cannot be made by cheque or credit card.

Q. Do you charge a cancellation fee?

A. We will charge a cancellation fee in limited circumstances only. For pet sitting cancellations during peak periods, a 25% fee will be charged if less than 7 days notice is given. For dog walking, canine waste management services and pet sitting outside peak periods we will charge a 10% fee if we are given less than 24 hours notice.

Q. When do I pay you?

A. For pet sitting during peak periods, a 50% deposit is required within 7 days of making the booking. The remainder is payable before or on the first day of service. For all other services and for pet sitting outside peak periods payment is due on the day of service.

An invoice that details the services you have requested and the cost will be provided. In the event any extra services are requested or required while you are away - such as a vet visit, or out of pocket expenses - we will issue a new invoice for the additional amounts and payment will be due within 7 days.

Q. Do you provide pet boarding services or will you stay overnight to look after my pet?

A. Unfortunately we cannot provide either of these services. We offer a visiting pet care service only.

Q. What happens if my pet gets sick while in your care?

A. All our carers can provide basic first aid, carry a first aid kit and are able to attend to minor injuries. We will have your contact details and will try to reach you immediately to inform you of any injury or illness. We will always follow the instructions you have given us and if we are unable to contact you, or your nominated emergency contact then we will do what is necessary to achieve the most positive outcome. We don't charge any extra to take your pet to the vet, however we do require that you reimburse us for the veterinary costs.

Q. What kind of animals do you care for?

A. We will walk almost any dog and we will happily pet sit for almost any animal, as long as they do not pose a danger to our safety or the safety of others.

Q. How many visits a day do you provide?

A. That is your decision. For our dog walking service we will walk your dog as often as you want us to. For pet sitting we recommend a minimum of two (2) visits per day for dogs but it really depends on your needs. For cats and other animals, we provide a minimum of one (1) visit per day. We will not skip days.

Q. Is my personal information kept confidential?

A. Yes!! All the information we hold is kept securely and we do not disclose any client information to any third parties

Q. What if my property or pet is damaged while in your care?

A. Puppycat Pet Care agrees to provide services in a reliable, caring and trustworthy manner. However, we are only liable for claims arising from negligence or wilful misconduct on our part. Due to the extreme unpredictability of animals, we cannot accept responsibility for things such as bites, furniture damage, spills, pet stains, etc. Plus, if your pets have access to the outside, we will not be held responsible for injury, disappearance or fines.

Q. Can we contact you while we are away? Or will you contact us?

A. As part of our service we will happily provide you with SMS, MMS, e-mail or voice mail updates. Just let us know what you want and how often. After all, we are here to serve you and give you peace of mind when you are away from home. We have a 24 hour voice mail service, so if you attempt to contact us outside our office hours (8.30 am - 5:30 pm Monday to Friday) we will still be able to receive your message and return any urgent calls.

Aditionally, we will provide you with an after hours emergency contact phone number in case you need it while away.

Q. I work during the day. When will you come to meet my pet and I?

A. We will schedule a meeting at a time that is convenient for you. If this means a weekend meeting or an evening meeting then that's fine.

Q. Can I make a booking without you having to come and meet my pet and I?

A. We like to meet you and your pet before pet sitting or dog walking and we need to visit your property to quote for our canine waste management services.

Our initial meeting enables us to get all of the important information we need to do our job properly and create a comfortable environment for your pet. We can also find out exactly what you want us to do and for pet sitting services see where bowls, food and light switches are and how locks or alarms work. For future bookings, you will not need a meeting with us, provided your pets circumstances have not changed.

Q. How far in advance do I need to book?

A. As far in advance as possible!

Q. I am not supposed to have a pet - will my landlord find out?

A. Puppycat Pet Care will never discuss your pet care arrangements with anyone else. If someone does question us as we enter or leave your property they will simply be told that we are picking something up or dropping something off. Our carers don't wear uniforms, drive cars with advertising or do anything else when entering or leaving your property that indicates the work that we do.

Please call 0413 000 971 or email Puppycat Pet Care today to make a booking or to discuss your pet care requirements.

Kittens drinking milk

The Puppycat Pet Care footer