FAQ

HOW DOES THE BOOKING PROCESS WORK?


1. Initial enquiry
2. Confirmation of availability
3. Email confirmation of meeting including:
~References
~Carers CRB
~Booking form (you will need to fill this out and email back to the office before the meeting)
~Insurance certificate
5. Introductory meeting with your carer in which you will hand over the keys (for visits and house-sitting)
6. Care can start

HOW AND WHEN DO I PAY?

You will receive an invoice following your initial meeting. A 50% up front, non-refundable, payment is due immediately upon receipt of this invoice with final payment due on the first day of care. If payments are not made on time we reserve the right not to carry out visits. All payments must go straight to the AFW bank account.

ARE YOU INSURED?

Yes, for your peace of mind, we are insured by a specialist pet business insurance company. A copy of which you will receive with your initial "meeting arrangement" email.

WHAT DOES YOUR INSURANCE COVER?

Our insurance is an industry standard third party insurance, so insurance covering incidents involving third parties. However any medical attention your pets may need would need to be covered by your insurance (or if you haven’t got insurance by you)

SHOULD MY PET BE INSURED?

Yes our insurance covers third party (industry standard) but for any incident / accident leaving your pet needing a vet visit it would need to be either covered by the offender (dog, cat etc.) or by your own insurance. Please check your pet is covered whilst in the care of a professional carer.

HOW FAR IN ADVANCE DO I NEED TO BOOK?

We do our very best to be flexible at short notice (for our existing clients especially) so if you get invited for a surprise weekend away or will have to go away with work at short notice do contact us and we will do the best we can – but of cause the earlier you book the better.

WILL YOU VISIT AND BOARD IN THE EVENINGS, WEEKENDS AND ON BANK HOLIDAYS?

We are happy to visit and board any day of the year! Please note that on bank holidays, Christmas and New Year these are charged at double rate.

DO YOU OFFER ANY OTHER SERVICES APART FROM CRITTER CARE?

Yes our sister companies offer several other services for dog walking see www.londondogwalking.com and for cat care see  www.citikiti.co.uk

WHAT DO YOU DO IN AN EMERGENCY

DO YOU OFFER ANY OTHER SERVICES APART FROM CRITTER CARE?

Yes our sister companies offer several other services for dog walking see www.londondogwalking.com and for cat care see www.purryworld.com

WHAT HAPPENS IF MY DESIGNATED CARER FALLS ILL OR ON HOLIDAY

We will arrange for another carer to cover the care for as long as needed. Depending on the situation you will be informed either before or after the replacement.

WILL I MEET MY CARER?

Absolutely, we will arrange a free face-to-face meeting before start of care, this gives us a chance to get familiar with your pet and you a chance to ask your designated carer any questions you may have

IS MY CARER POLICE CHECKED?

Yes absolutely for your piece of mind all carers are policed checked! We also have a two part interview process in one of which we will go through our very comprehensive carer manual. As well as this a minimum of two references are required from each carer.

WHAT DO I NEED TO BRING FOR INDOOR BOARDING?

We ask that you bring everything your self, including cage, bedding, hay, pallets, fresh food etc this allows your pet to be as relaxed as possible and lessens the risk of tummy upset. If you have not brought sufficient for the stay we will buy this and charge to you (plus a shopping fee)

WHERE WILL MY PET STAY WHEN BOARDING?

Your pet will be staying with your most local, available, carer.

WHAT DO I NEED TO BRING FOR OUTDOOR BOARDING?

We ask that you bring everything your self, except for the cage which we can provide. You will need to bring bedding, hay, pallets, fresh food etc this allows your pet to be as relaxed as possible and lessens the risk of tummy upset. If you have not brought sufficient for the stay we will buy this and charge to you (plus a shopping fee)

CAN MY PET HAVE MORE THAN ONE VISIT PER DAY?

Yes, you can book (in principle) as many visits as you like, subject to availability. Each visit is charged individually.

HOW LONG IS EACH VISIT?

Each visit has a duration of approximately 30min

WHAT WILL I NEED TO PROVIDE FOR HOUSE SITTING

You will need to provide everything that your pet needs, but the only things you will need to provide for your carer is a bed (incl. bedding) and towels.

IS MY HOME SAFE WHILST I AM AWAY?

If you have an alarm in your home we will of cause set this as instructed ALSO when we are not in your home.

Also we do not drive advertising vehicles in order not to highlight that we are visiting (and by extension that you are away) - we are there to take care of your pet NOT to advertise ourselves! Whilst visiting we will also alternate blind/curtain positioning and lights making your home looked “lived in”