Q. Are you licensed, insured, & bonded?
A. Absolutely! We carry business licenses in the cities we do business in. We also carry the maximum liability bond and insurance available which covers all of our staff.
Q. Do you use employees or independent contractors?
A. While You R Away - Irvine location uses only employees. Every employee goes through a thorough training program to learn all of our strict policies & procedures. Every employee is background checked and reference checked before they come on board with us. Every employee is also covered under Workers' Compensation insurance as required by state law.
Q. Are you a member of any Pet Sitter Associations?
A. Yes, we are currently members of Pet Sitter's International and Pet Sit USA. Both are highly regarded national associations which recognize excellence in the pet sitting profession.
Q. Do you board pets?
A. NO. We are not a boarding facility or kennel. ALL of our services are in-home - where we come to YOUR home and provide pet sitting services.
Q. How do I get started?
A. Before any services begin, you'll need to schedule a complimentary consultation with us in your home. The purpose of the consultation is to meet you and your pet(s), and have you show us their routine. Should you like to book us for services, we will complete a Service Agreement and secure two (2) keys from you at that time.
Q. How do I schedule services?
A. You may schedule services by calling our office, emailing us, or logging on to our website. All service requests will be reviewed and you will receive an email confirmation of services within 24 hours of making your reservation. Services may not begin until we have confirmed them with you.
Q. What is the purpose of the email service confirmation when I book a service?
A. The service confirmation messages are for your peace of mind. It is very important that the dates of service are correct. This eliminates any possible confusion or misunderstanding. The service confirmation also keeps you updated on the status of any credit or outstanding balance you may have with us.
Q. How do I change the dates of service or the services being delivered?
A. You can email the changes to us or you can call our office. We will make the adjustments to your reservation and send you and updated confirmation. All changes should be made at the earliest possible convenience.
Q. Can I make changes to my service order using the web?
A. At the present time, changes to all service orders need to be made via email or telephone call. All changes need to be confirmed by our office.
Q. Why do I need to provide two sets of keys to my home?
A. For backup reasons only. ALL clients’ keys are safely secured at our office. Should a pet sitter have an emergency prior to visiting your pet(s), rest assured, we can get another sitter over to your home promptly.
Q. Will I always have the same pet sitter?
A. NO. Any one of our qualified pet sitters may visit your home and pets once they are trained on your specific needs. In most cases, your assigned sitter will be the same person. You may request a specific sitter, however, because of scheduling, illness, or other reasons, we cannot guarantee the same sitter at ALL times.
Q. Do you charge extra for dispensing medications to my pet(s)?
A. In most cases, we do not charge for giving medications. It is included in the visit rate. Please note: We will evaluate your pet's medication requirements at the time of the in-home interview and determine if any charges will apply.
Q. What happens if my pet becomes injured or ill?
A. We are dedicated to the care of your pet(s) and have access to several emergency care centers in your area. In the event of an emergency, we will take your pet to the nearest animal hospital or your own vet. We will contact you and/or the emergency contact person you provide for us. The assigned pet sitter will remain with your pet until you are reached and the appropriate action is taken.
Q. How do I pay for services?
A. We accept checks payable to “While You R Away” and most major credit cards. Cash cannot be accepted. ALL payments are due in full prior to departure. For services longer than two (2) weeks or during major holidays, a deposit may be required to book services.
Q. How are gratuities handled?
A. Gratuities are always appreciated but are not required and shall be left to the Client’s discretion. Gratuities may be left directly for your pet sitter. If you would like to include a gratuity with your payment for pet sitting services, you may, and the full gratuity will be given to your pet sitter.
