Many of our clients are entirely new to hiring a dog walking/pet sitting company. For this reason, we have created our FAQs to guide you through the process.
Please see below and contact us with additional questions.
Pet owners choose The Wag Pack because we hire only the most dedicated and responsible pet sitters. Our company employs our staff; we do not hire contractors. All applicants undergo a thorough background check as well as extensive training to ensure that our clients receive consistently outstanding service. We are licensed, bonded and insured, provide detailed logs of every visit and offer 24/7 access to automated scheduling as well as email confirmation of appointments. Additionally, the National Association of Professional Pet Sitters named The Wag Pack Business of the Year in recognition of our commitment to our clients, the pets we care for, the community and the pet sitting industry.
The Wag Pack is a technology-based company. This means that we exclusively use our online scheduling software, Precise Pet Care (also known as PPC,) for client registration, scheduling, and payment.
The use of technology allows TWP to securely retain client information, pet care instructions, and household details. All data and communication with PPS is encrypted and backed up daily.
The Wag Pack’s Policies & Procedures are meant to protect, safeguard, and ensure accountability amongst all parties, including the non-human animals we serve.
All candidates undergo a number of application and interview processes, followed by background investigations including a national criminal background search, identity and social security authentication, education and employment verification and reference checks. New staff training involves one-on-one mentoring from our Management Team as well as on-the-job instruction from a senior pet sitter. We have an Employee Manual that covers everything from pet care to privacy to ensure that all staff members are providing the same quality service in all of our service areas.
An in-home consultation is conducted prior to commencing services and allows you and your family to meet your primary pet sitter. The in-home consultation also allows us to collect two sets of house keys for access to your home and pets. To prepare for your in-home consultation, please register on Power Pet Sitter, our online scheduling software, and input all pertinent details regarding your home, contact information, and pet care. We ask that you please test each of your home keys to ensure seamless access to your home. Download our IHC Checklist to help you prepare by clicking here.
We require two sets of house keys from all clients. One set of keys remains in the care of your primary pet sitter and the other set is kept in our office safe to be used in the case of a lock-out or emergency. All keys are coded for your security. We do not solely accept garage or lock codes for entry as these can malfunction and limit our access.
If you/your residence have a special situation that does not allow you to provide two building access keys or fobs, please contact us. We can oftentimes work with complexes to secure back-up building access.
Most of our clients leave their keys in The Wag Pack’s possession longterm to ensure seamless scheduling of services. You never know when you might need the help of a pet sitter.
That said, should you wish to collect your keys at any time during your relationship with us, you are welcome to do so during business hours at TWP’s office in North Springfield. We ask that you please give us at least one-week notice so that we may collect keys from your primary pet sitter before your appointment.
A primary pet sitter is the pet sitter that is assigned to your area and your home. Your primary pet sitter will conduct the initial in-home consultation and will keep your key for use during future appointments. While your primary pet sitter may not always be available, they will be the first pet sitter to be called on to care for your pets.
If your primary pet sitter is not available, one of our other wonderful staff members would be happy to care for your pets in his or her place. It is imperative that you update your client and pet profile in Power Pet Sitter regularly to ensure that your back-up pet sitter is adequately prepared to provide outstanding service.
We provide all clients with detailed reports for each of our visits via the Precise Pet Care App so that you know when we were in your home and what was accomplished. The Precise Pet Care App allows us to track employees’ arrival and departure times and GPS location.
Absolutely! As professional pet sitters, we are prepared to care for cats and dogs of all ages, sizes, temperaments, and those with various special needs. Please contact us to further discuss your pet’s individual needs and our availability in your area.
In order to provide the best possible care and in keeping with the terms of our insurance coverage, we require a minimum of one visit per day for cats and small animals and two visits per day for dogs during the duration of your trip.
We are responsible for paying our employees when visits are cancelled with minimal notice. For this reason, visits canceled after 6 PM the day prior will be charged in full. Visits that are canceled before 6 PM the day prior will be credited to your TWP account to use toward future services. All credits expire twelve months from the date of cancelation. We do not offer refunds.
The Wag Pack observes eight holidays annually. Our holidays include New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day and New Years Eve. Services performed on these holidays incur a $10 per visit surcharge to ensure that our team receive proper compensation for working while others celebrate.
We are happy to accommodate last minute requests when possible. All requests that are being made with less than 24-hours notice must be submitted via our last minute request form. Requests with more than 24-hours notice can be entered on our online scheduling software. We will respond to all last minute requests as soon as possible.
Please note that we reserve the right to apply a $10 last minute surcharge to visits requested on the same day as they are needed. Our last minute surcharge compensates our employees for changing their plans/routes to accommodate last minute additions. We tend to only apply this charge to those that consistently request services with less than 24-hours notice.
In order to ensure the safety of our staff and of the community, we initiate our Inclement Weather Plan when potentially dangerous weather conditions make it difficult for our employees to access clients’ homes. When initiated, we announce our Inclement Weather Plan for that day and specific weather concern via social media and email.
We ask that all clients provide us with an inclement weather emergency contact upon registration. Your emergency contact should be able to walk to your home and have working keys for entry so that they may provide care to your pet should we be unable to reach your home due to extreme dangerous driving conditions.
We also ask that you please consider your pet and pet sitter’s safety by clearing steps and walkways of ice and snow and by designating a neighbor to do so when you are traveling.
The Wag Pack employees are empowered to shorten exercise time during heavy rainfall, lightning and/or thunderstorms. In such cases, exercise time will be replaced with indoor playtime and TLC.
We do! As part of our Wag Pack Referral Rewards Program, referring clients will receive a $20 credit on your TWP account when the referred party books services with us. In addition, those you refer will also receive a $20 credit on the TWP account if their first appointment is at least $100 in value.
Referral Reward credits expire twelve months from the date of the credit. There is no limit to how many credits you may earn.
You are welcome to reward your pet sitter for a job well done by leaving a tip for them directly. You may also mail gratuity to our office in North Springfield. Please address the envelope to our Operations Manager, Beth Wherry Acker, and include your pet sitter’s name inside on the check or gift card. We thank you for your generosity!
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Making Pet Parenting Easier® since 2008