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Frequently Asked Questions/Policies and Procedures
Q. What are your hours?
A. Pet Nanny to the Rescue is available to pet sit, transport, or help with any other services 24 hours a day, 7 days a week, and 365 days a year.
Q. What do you require to get started?
A. Pet Nanny to the Rescue requires an initial consult before any service. During this consult, we will meet with you and your pet, go over paperwork, and gather all pertinent information regarding your home and pets. These meetings usually last around 45 minutes; if you have many pets, please allow time as needed. There is no charge for this consult if dates are booked with us at this meeting, otherwise the charge is $20. All paperwork must be filled out prior to our first visit so that we may pick it up at our first visit. No services will be rendered without all paperwork signed/initialed, and no refunds will be given.
Q. Who will be caring for my pet? Is this your only job?
A. The primary sitters are owner, Rachel Bortz and her husband Don who run the company and pet sit full time. We are also very lucky to have several purrfect sitters who cover other areas. Please see our 'About Us' page to learn more about our team. It is often likely that you will have the same sitter covering all the visits during a particular sit, however as it may be possible that a sitter is sick or otherwise unavailable for a particular time, we cannot guarantee a particular sitter.
Q. Are you bonded and insured? Do you belong to any professional organizations?
A. All members of the Pet Nanny team are bonded, insured, and carry an additional property damage rider. PNttR is a member of the Georgia Network of Professional Pet Sitters and Professional United Pet Sitters.
Q. How many pets will you sit/walk per session?
A. We will pet sit/walk any and all pets, including equine/livestock, reptiles and exotics; however there may be additional charges to sit for more than six pets, or if you require separate walks.
Q. How long will you sit/walk my dog?
A. Pet Nanny to the Rescue does not accept time specific visits as we are unable to guarantee times. A three hour window is acceptable. Our morning visits are typically betwee7-10:00am, midday visits between 11-3pm, dinner visits between 4-7pm and night visits between 7:30-10:30pm. Visits requested before 7am or after 10:30pm are subject to an additional charge. Overnight visits typically go from 8pm to ~7am, however there are instances where we may arrive later in the evening or stay later in the morning.
Sometimes certain pets will need extra attention or a pet may have an accident which requires additional time to clean up. On the same note, sometimes a pet will not require a long visit, for example a cat that prefers not to be around people or feeding a fish tank. As each pet sit requires different services and each visit may require a different length of time, Pet Nanny to the Rescue does not set specific visit lengths.
Q. Do you offer options to extend the walk/sit time?
A. Yes, for an additional charge, we will extend the sit or walk for as long as you would require.
Q. Can I request an off-hours sitting/walking session? Is there an additional fee for this?
A. We are able to provide off-hour services, and are happy to work with you to meet any requests. There is an additional charge for custom or off hours pet sitting visits.
Q. What are the advantages to using your service versus a kennel or veterinary hospital?
A. Research conducted by the American Humane Society shows that animals are most comfortable when they are in a familiar setting. Many veterinarians recommend that pets stay at home when their owners are away so their pets can maintain a regular diet, which avoids digestive problems, and sleep and play in their accustomed places, with familiar smells, sights, and sounds around them. In addition to holding liability insurance, the many wonderful references we can provide are proof that your home and pets are in good hands. With Pet Nanny to the Rescue, you also have the added peace of mind that we can provide by being owned and operated by a former vet tech.
However this does not mean we are against boarding. There are cases where boarding at a veterinarian or kennel may be the best option for your pet. If you have any questions regarding whether or not to board, or if you need a recommendation on a boarding facility, please feel free to call or email us. As with anyone caring for your pets, we do recommend getting references and seeing the facility prior to leaving your pet anywhere, as there are facilities which clients of ours and other sitters have not had good results with.
Q. What do you do in case of emergency?
A. This will be discussed with you at the initial consultation, and we will then proceed according to your instructions. In the event that we are unable to reach you, the veterinary release which we will obtain at the consult will authorize us to make decisions. This includes authorizing all treatment the veterinarian deems life-saving and necessary.
Q. Do you have a vet on call?
A. We do have several veterinarians which we are able to reach anytime, however if you prefer your own vet, we will use yours.
Q. What are your rates? What services do these rates include?
A. Please see the services descriptions and rates page for this information. Our rates are very competitive, and you have the added peace of mind that our many years of experience, both working with various animals and as a former veterinary technician, can provide.
Q. Do you provide other services, such as watering plants and bringing in mail?
A. Yes, included with your pet sitting visit are services such as administering medications, bringing in mail/newspapers, taking out trash, altering lights, watering plants etc. We are happy to help with any special requests you may have.
Q. Do you charge extra for giving medication?
A. There are no extra charges for giving medications.
Q. What will you do if my pet becomes sick while I am away?
A. This will be discussed with you at the initial meeting and we will proceed according to your instructions. We will call you and tell you about your pet's condition. You will decide if we need to go to the veterinarian. If we do, you will speak with the veterinarian and authorize all treatment. If we can't reach you, you will authorize us to make the decisions according to the best of our abilities.
Q. Do I need proof of vaccination?
A. We do not require vaccinations in order to pet sit; however vaccinations may be required for transport to the groomer or dog park.
Q. Do you offer overnight service where you stay in my home?
A. We are available to provide overnight visits. Overnights usually begin around 8pm, and end around 7am; however times may vary depending on our schedule. Overnight visits include the late night and morning care. Most owners prefer a midday visit in addition to overnight care.
Q. How many times a day will you come to visit my pets?
A. We will do as many visits as you request. Most owners ask for two to three visits per day for dogs and once or twice a day for cats. We do require at least two visits per day for dogs, and at least once per day for cats.
Q. What areas do you serve?
A. If your zip code or city is not listed but is in the general area of the areas listed, please feel free to check with us, we may have just missed a zip or city. Also we may only service parts of the zip codes listed.
Alpharetta: 30004, 30005, 30009, 30022, 30023, 30412
Atlanta: 30328, 30350, 30358
Ballground: 30107
Big Canoe: 30143
Canton: 30114, 30115, 30169
Cumming: 30028, 30040, 30041
Dahlonega: 30533, 30597
Dawsonville: 30534
Dunwoody: 30338, 30356
Holly Springs: 30114, 30115, 30142, 30188
Marietta: 30062, 30068, 30075
Roswell: 30075, 30076, 30077
Sandy Springs: 30328, 30350, 30358, 30328, 30350, 30358
Waleska: 30183
Woodstock: 30188, 30189
Q. How do we contact you?
A. You may call us at (770) 714-5772, or email us at Rachel@Petnannytotherescue.com
POLICIES AND PROCEDURES
Initial Consult
Pet Nanny to the Rescue requires an initial consult before any service. During this consult, we will meet with you and your pet, go over paperwork, and gather all pertinent information regarding your home and pets. These meetings usually last around 45 minutes; if you have many pets, please allow time as needed.
All paperwork must be filled out prior to our first visit so that we may pick it up at our first visit. No services will be rendered without all paperwork signed/initialed, and no refunds will be given.
Business Hours/Return Phone Calls
In order to ensure that our clients are able to reach us, our clients are able to call us 24 hours a day at (770) 714-5772. Because we are focused on taking care of your pets, we will often allow the phone to go to voicemail, even during our regular business hours of 9am-6pm. However, be assured, that when you leave a message, we listen to our voicemails often and will return calls as soon as possible.
Reservations/Scheduling
So that we may prevent any miscommunications, all scheduling must be emailed or received via written communication. You may call our office at (770)714-5772 to schedule sitting, however your sit will not be finalized until we receive we ask that whenever possible, you send us a written request for service via email to Rachel@petnannytotherescue.com, including your name, contact phone number and dates requested. Please also let us know the number of visits per day, and what visit to begin and end at (example: 3/3/07 first visit midday thru 3/7/07 last visit morning). If there are any changes to your pet’s medication, medical history, food etc, you can also let us know in this email so that we may update your chart.
You will receive a confirmation email when your visits have been scheduled. Scheduling is on a first come, first serve basis. We can typically help with last minute emergencies and we will always do our best to accommodate you, however we will not overbook.
Visit Times
Pet Nanny to the Rescue does not accept time specific visits as we are unable to guarantee times. A three hour window is acceptable. Our morning visits are typically between 7-10:00am, midday visits between 11-3pm, dinner visits between 4-7pm and night visits between 7:30-10:30pm. Visits requested before 7am or after 10:30pm are subject to an additional charge. Overnight visits typically go from 8pm to 7am, however there are instances where times may vary based on our schedule.
Sometimes certain pets will need extra attention or a pet may have an accident which requires additional time to clean up. On the same note, sometimes a pet will not require a long visit, for example a cat that prefers not to be around people or feeding a fish tank. As each pet sit requires different services and each visit may require a different length of time, Pet Nanny to the Rescue does not set specific visit lengths.
Sitters
It is likely that you will have the same sitter covering all the visits during a particular sit, however as it may be possible that a sitter is sick or otherwise unavailable for a particular time, we cannot guarantee a particular sitter.
Shared Sits/Other Visitors
Due to restrictions of our liability insurance, it is the policy of Pet Nanny to the Rescue not to accept any sits where anyone other than the homeowners are involved in pet care duties. We are unable to ‘share’ home or pet sitting duties with friends or family members. This means that while you may have a friend of the family staying in the home, only PNttR can be caring for the pets. This prevents any miscommunications that could happen by too many people caring for the pets. We do not accept liability for missing or injured pets, items or damage to your home when persons other than the sitter are allowed access.
Keys/Key Exchange
Two working copies of your house keys must provided at our initial consult. If you live in a gated community, you must provide a gate card, remote control, or access codes. We are able to access through your garage using a code, however we must still obtain copies of your key, as garage doors will not work if the battery dies or electricity goes out.
For your convenience, we are able to keep your key on file for future service. Keys are kept in a secured lock system, and are coded for our client’s confidentiality. This prevents anyone but the sitter from linking the key back to you or your home.
In cases where you choose not to have us keep the key on file or if keys are not provided at our initial consult, there are two options. We can pick up/drop off keys, however doing so does require additional trips, so there is a $10 charge per trip for mileage/time. Our second option is to leave the key for you in a safe place of your choosing. However, we cannot be responsible for any circumstance resulting from this.
Cancellations/Refunds/Early Returns
Our cancellation policy for vacation visits requires 1/2 of total invoice for cancellations less than 72 hours in advance. For daily midday clients, we have implemented a 3 strike rule; for the first three cancellations, there will be no charge, however we do ask that if you must cancel a scheduled visit that we be notified prior to 9:30am to receive credit for that days visit. Visits not cancelled before the sitter arrives at your home will not be given credit. Once the sitter is there, they must be compensated. After the first three cancellations, normal visit fees will apply. For early returns, if 24 hours notice is given, credit/refund will be issued for the remaining visits, however no credit/refunds are given during major holidays (see holiday cancellations).
Holiday Cancellations
While we understand that circumstances arise that you may not have control over, pet sitting services receive more requests for service than they can handle during holiday times, and we will have turned away other clients because we have reserved time for you during a busy season. Cancellations less than 7 days before a major holiday require 1/2 of the total invoice amount. Major holidays are New Years Day, Easter Sunday, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas. For early returns, if 24 hours notice is given, credit/refund will be issued for the remaining visits, however no credit/refunds are given during major holidays.
Disclosure
We require full disclosure on all pets in our care and in the household, including but not limited to, health and medical history, aggression, behavior or obedience issues etc. Pet Nanny to the Rescue will not be held responsible or liable for any circumstances which arise that stem from lack of disclosure, further the client accepts full responsibility for the cost of any necessary medical attention for the client’s pets, other client’s pets, or the pet sitter resulting from lack of disclosure.
Even though we may not have to feed or walk a particular pet, we do not ‘exclude’ pets from our care. We must be informed of all pets in the household including fish bowls, reptiles etc…
Animal Behavior
Animal’s behavior can be unpredictable. Pet Nanny to the Rescue does not accept any responsibility or liability for animal behavior, normal or otherwise, which results in injury to the client’s animals or property. Further, if a Pet Nanny to the Rescue sitter is harmed or injured by the client’s animals, the client accepts full responsibility for the cost of any necessary medical attention required by the pet sitter or by the pets.
Vaccinations
While we do not require proof of vaccinations be shown, with the exception of certain pet taxi services, we do want the client to understand that should someone be bitten or otherwise exposed to any disease or ailment received from client’s animal which as not been properly and currently vaccinated, it will be the client’s responsibility to pay all cost and damages incurred by the victim.
Medications
Pet Nanny to the Rescue will attempt to administer medications as directed, however we cannot be held responsible for complications that arise as a result. We are unable to give medications that have not been prescribed by a veterinarian. Excessively shy or aggressive animals with medical problems can be a serious risk, and their behavior when you are gone can be unpredictable. If you have such an animal, this must be discussed thoroughly. For the safety of our client’s pets, we are unable to service any pet that has any form of contagious illness.
Updates
Please update Pet Nanny to the Rescue via email with any changes regarding your pet’s care, medication changes, household information etc…
Inclement weather/Natural Disaster
In the event of inclement weather or natural disaster, Pet Nanny to the Rescue is entrusted to use best judgment in caring for pet(s) and home (unless instructed by client to do otherwise in writing). If circumstances beyond the control of Pet Nanny to the Rescue prohibit them from following instructions, Pet Nanny to the Rescue will be held harmless for consequences related to such decisions. We ask for an emergency contact in very close distance to your home in the event of inclement weather or other unseen circumstance.
Fences/Dog Doors/Animal’s with Outdoor Access
While it is wonderful that your pet has a great play area, no fence system is totally secure. Pet Nanny to the Rescue does not accept responsibility or liability for any pets that escape, are injured (fatally or otherwise), or become lost when pets have outside access while unattended. This includes dog/cat doors, electronic, wood, metal, or any fencing, tie out, or any other containment system.
While we will sit for outdoor pets, we do insist that our clients be aware of the dangers of unattended access to the outdoors, particularly for cats. We do prefer that cats who are allowed both indoor/outdoor access, be confined to the indoors for the duration of our visits.
Pet and House Clean Up
Pet Nanny to the Rescue will properly dispose of and do our best to clean up in case of any pet accidents. We are not responsible for household damage, or carpet/flooring stains created by your pet. We do request that you leave out plastic bags, paper towel, rags, cleaning products etc… in case of an accident. During overnight and pet sit visits, we always clean up after ourselves, however please keep in mind that we are not a cleaning service and are unable to clean your home.
Unforeseen Purchases
We understand that occasions arise in which food, litter; cleaning supplies etc… may run out while you are gone. In this case, Pet Nanny to the Rescue will purchase the necessary products. We will provide a receipt for the purchase and the client will be responsible for reimbursement of these items. A $25 trip fee will be applied to the final invoice.
Pet Transport
PNttR offers pet taxi services to and from the veterinarian, groomer and dog park. We also offer both local and national pet transportation services via air and/or road. Animals must be secured during any trip by use of a kennel or other containment system. It is important that the animal being transported be in an APPROPRIATE CARRIER. Food and water cups must be available to the animal. If a bird is being transported, there must be a perch correctly sized for the bird. There must also be adequate room to accommodate the birds head and tail feathers. PNttR is bound by USDA regulations and wire cages are not allowed for either cats or dogs. All animals must have room inside of the carrier to be able to sit, stand, turn and lie down comfortably inside the carrier. We reserve the right to deny service to anyone not complying with these standards. Carriers being supplied by the customer must be in good repair; doors must close and latch properly. If a carrier provided by the owner is not the stated size, the change in size will be reflected in the total charges. USDA REGULATION STATES THAT EVERY PET MUST HAVE A VALID INTERSTATE HEALTH CERTIFICATE ISSUED NO SOONER THAN TEN DAYS BEFORE THE COMMENCEMENT OF THE SCHEDULED TRANSPORT WITH THE EXCEPTION OF FISH, REPTILES AND RODENTS. A signed copy of the service contract, emergency release form, and client information must be received prior to any transport or taxi service. Payment is due prior to transport. Unforeseen purchases/expenses will be billed. While we will always do our best to keep to a pre-discussed schedule, please keep in mind that there are unforeseeable factors which can and do influence the times given for a transport such as: weather, road conditions, and the care of pets which have special needs. It is understood that there is no guarantee, nor has any promise been made that there will be a specified duration or length of time for any given transport. The length of the transport of your pet/s is determined by the above factors during any given transport and could potentially last up to a week or so.
Payment
Client understands that this contract also serves as an invoice and takes full responsibility for PROMPT payment of fees. Forms of payment accepted are cash, check (made payable to Pet Nanny to the Rescue or Rachel Bortz) or money order. We can also accept credit card payments through Paypal, however the client is responsible for all fees charged by Paypal(typically 4.9% + $0.30 USD). In the event that it is necessary to initiate collection proceedings on an account, client will be responsible for all attorney’s fees and costs of collections.
- For new clients, payment is due at the initial consultation. Existing clients may leave payment to be collected at our first visit, for clients with reoccurring services/daily clients; payments may be made per visit, weekly or biweekly.
- Payment for additional visits, medical attention, pet food or necessary items etc… will be billed, plus an additional $25 trip fee.
- Payments of any remaining portion should be received within 7 days of returning home. Late fees of 10% will be applied after the 7 days and every 21 days thereafter.
- Clients with a history of late payments will be required to prepay prior to reservations being accepted. Returned checks will be charged a $35 service charge
- Payments may be mailed to 885 Woodstock Road, Ste 171. Roswell GA 30075.
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