How long are visits?
Midday walks usually last about 20 - 30 minutes. Each pet has special needs. If clients specify only a 10 - 15 walk around the block due to health reasons, we comply with those instructions. We offer hour-long walks for dogs who need the extra daily exercise. On severe rain or snow days, we play it by ear. If the city is shut down and traffic is bad during a snow emergency, we will have no choice but to give each dog a shorter walk. On days that are above 80 degrees, we generally ask clients to allow us to give dogs known for their heat sensitivilty (Pugs, English Bulldogs, Boston Terriers) shorter walks because their health demands it. We ask clients to be appreciative of these factors and cooperate with us when it comes to the health and safety of the pet and the walker. Pet sitting visits are 30-minutes long with the exception of visits with cats who are terribly afraid of strangers.
What happens if there is an emergency while a Tails of the City pet care provider is responisble for my pet?
An emergency is when your pet is hurt and needs veterinary care. An emegency is when your basement is flooded. In times like these, we call the client or the client's emergency contact. During the pre-service interview, we gather a lot of information, including your contact information and that of your designated emergency contact. If you are unreachable while traveling in Alaska and your emergency contact is not responding to phone calls, it is our responsibility to seek care for your pet or secure your home. If a plumber needs to be called, the client will reimburse Tails of the City for expenses incurred. If a vet visit is deemed necessary, we will take your pet to your regular vet. If your regular vet's office is closed, we will take your pet to Friendhsip Animal Hospital for after-hours emergency veteterinary care. Clients are expected to have credit card information on file with their vets.
Is Tails of the City insured and bonded? If so, through whom? May clients request copies of proof?
Tails of the City has a liability insurance policy through Century Insurance Group. Our crime bond is issued through Travelers Insurance. Yes, you may request photocopies of our policy certificates.
Can you provide references?
If prospective clients request references, they can be provided.
How do you screen employees?
We make sure that all empoyees are first and foremost animal lovers. True animal lovers, will, out of a genuine concern for the pet, make it a personal priority to make visits, make visits on time and be interested in the overall well-being of the pet. All employees must have experience with taking care of pets whether that experience is professional or through personal pet ownership. Each employee must pass a criminal background check and his or her recent empoyment history is verified.
Can we meet our sitter / walker?
Yes, clients can always request to meet their pet's sitter or walker. Please schedule such meetings with the Tails of the City administrative staff. There is a $10 charge for such visits.
Can I have my sitter or walker's contact information?
It is always a better idea to communicate through Tails of the City. Management and staff are in constant communication by e-mail and cell phone. Messages can be relayed through the company. Walkers and sitters check in with the Office Manager each morning and pick up updates to their schedule at that time.
I am interested in midday walking, will I have the same walker each day?
Generally, yes. Each new midday walking account is assigned to one walker. This walker will walk your pet each midday UNLESS (s)he has requsted time off or has an unforeseen emergency. During this scheduled and unscheduled time off, midday walking subs will be in place to cover walker routes so there is no disruption in service.
I am interested in pet sitting while I go on vacation or buiness travel, will I get the same sitter each time I make a request.
This is very unlikely. Pet sitting clients can not rely on getting the same sitter each assignment. A request can be made, however, if the sitter is not available during a requested period, another sitter will be more than happy to cover the assignment.
Will my regular midday walker come by on holidays?
It is understood that on observed holidays, clients are home so can walk their pet. Should a client have to work on a holiday, (s)he can make arrangements for a pet sitting visit to take place. The onus is on the client to make these arrangements in advance. Please note there is an extra holiday charge of $10 per visit.
When do you hold pre-service interviews?
To accommodate clients, we can hold pre-service interviews Monday - Friday in the evening and anytime over the weekends.
How is billing handled?
Clients are billed by e-mailed invoice after services have been rendered. Midday walking clients can expect their invoice by e-mail early-to-mid month for the prior month's walks. Pet sitting invoices are generated once a month, usually mid-month. If you have waited several months for an invoice, please contact the office as there may be a problem with e-mail transmissions that we are not aware of. Clients are usually alotted a few weeks to pay off an invoice.
What form of payment do you accept?
We accept cash, checks made out to Tails of the City and elctronic payments via Pay Pal. Pay Pal accepts mastercard and visa for clients who like the convenience of paying by credit card or debit.
Is there a cancellation fee?
Cancellations made 24-hours in advance are not subject to a charge.
Are visits made during times of inclememnt weather?
RAIN: We walk dogs midday and make pet sitting visits in the rain & sleet. Walks might be shorter, but visits are made.
SNOW: If there is light snow and the city is operating as a normal business day, midday walks and pet sitting visits continue as usual. Usually, if the DC Public School System is closed for the day, midday walkers do not walk. Obviously, when there is a severe snow emergency, it is not a wise idea for sitters to be on the road jeapardizing their lives on slick or unplowed roads. One solution we have suggested to clients is to have a local emergency contact like a neighbor who can be relied on during these rare emergency situations to take care of your pet when it is physically impossible for a sitter to make the visit.
Is there a fee for last minute request for visits?
As of now,no. However, if large amounts of clients continue to provide very little notice (less than 48-hours) for pet sitting requests, we will entertain an additional late request charge.
How soon in advance should I make a pet sitting request?
The rule of thumb is as soon as you are aware of your travel plans. Do NOT procrastinate. With ample notice we can guarantee service 100% of the time. If clients contact us a few days before they leave, there is no guarantee that we can accommodate requests. Usually if clients give us at least 48-hours, arrangements for pet care can be made successfully. Between Thanksgiving - New Year's, PLEASE book early as this is the busiest time of the year for pet sitters.
What is the best way for clients to communicate with Tails of the City staff?
For non-emergency,non-urgent issues, please e-mail us at TailsoftheCityDC@aol.com. We check messages constantly throughout the day and respond to inquiries and requests promptly. Additionally, we prefer this means of contact because it allows a paper trail to refer to later. (Less inaccuracies.) Calling us is also an excellent way to reach us. Please leave messages at 202-261-6615. During emergencies, you may reach the office manager directly on the work cell at 202-669-7230. If you opt to communicate by e-mail or phone, please make sure a staff member confirms receipt of your request. Please do NOT assume that technology is working 100% of the time. We can not take care of your pet if we never received the request! We always e-mail back confirmations as soon as we learn of a request so if you do not hear back from us, chances are we did not get the e-mail or call.
Do you charge extra on holidays?
There is an extra $10 per visit holiday charge. This provides incentive for pet sitters to actually commit to working on a holiday.
Are there any late payment fees?
Clients who hold an outstanding balance are subject to a late fee of $25.
Why do you need two sets of keys?
We request two sets so that the walker or sitter can have a copy and the office can store a copy for emergency purposes. It's an unfortunate situation when a client is out-of-town, gives us only one set of keys and that set of keys gets broken off in the lock, misplaced or lost. (A wide variety of scenarios are possible.)
Is there a charge for key pick-up, drop-off? What if I request that the keys be mailed back to me?
The key pick-up or drop off charge is $10. If we mail your keys to you, you will be charged for postage & packaging. Dropping off or picking up keys from us is free!
Can you keep our keys on file?
Yes. Keys are labelled by pet name only and stored in a locked safe.
Do you administer medication? If so, what kind?
We can pill pets orally or crush medication into food or a treat. We can rub medicated ointment onto pets. We can NOT provide insulin injections to diabetic cats or give subcutaneous fluids to cats with kidney problems. We are affiliated with a number of vet techs who are skilled in administering such medication so please ask us for a referral.
Do my pets need to be current on his or her shots?
Absolutely. During the time of the pre-service interview, we check vet records to ensure that pets are up-to-date with their innoculations.
Do you accept aggressive dogs as clients?
We, under no circumstance, will agree to care for a pet (cat or dog) with a history of biting people. Dogs who are aggressive with other dogs, we will accept on a case-by-case basis, however, individual walks will have to be given. Individual walks are subject to a higher rate.
Do you provide pet taxi service?
We do not advertise this service, however, will make an exception for existing midday dog walking or pet sitting clients who need an occasional lift to the vet, groomers, play group or doggy day care. Rates will be on a per assignment basis.
Can you buy and deliver pet supplies to clients?
This is a service that we are exploring as many clients have expressed a need for this. This is not an advertised service yet, however, we will make exceptions for existing clients who make arrangements with us.
Do you brush pet teeth, bathe, groom or clip nails?
No, we do not provide these services, but will be more than happy to transport your pet to a groomer or vet clinic so that these personal hygiene services can be completed.
What are normal business hours?
Monday - Friday 9 am - 5 pm. If you call and get the voice mail. Do not be discouraged. We check messages constantly and respond to messages promptly.
