Frequently Asked Questions
Why Dog Gone Walking & Pet Care?
Our clients have chosen us for our reliability, courtesy, immense passion and desire to learn & experience more about the animals we work with. All applicants undergo a thorough background check as well as extensive training to ensure our clients receive consistently outstanding service. We provide communication via a log book or by sending an email and offer 24/7 access to your client portal, that allows you to schedule care visits and automated email confirmations of scheduled care. Additionally, we are associated with the National Association of Professional Pet Sitters & Northern Virginia's Professional Pet Sitters Network. Licensed and insured.
What is your hiring protocol?
All new staff must consent to a nationwide criminal background check, we check 3-5 professional references and thoroughly interview our staff for professionalism, positive attitude, genuine interest and knowledge of dogs and cats and over all pet handling abilities. We hire only professional and respectful adults with professional track records who would best represent our team. We require our staff to have reliable transportation, reliable cell phone, daily internet and e-mail access, have a thorough understanding of our company policies. All staff members are insured and bonded when on duty.
We train our staff personally, including safe pet handling, safe pet transportation, pet boarding safety and dog walking safety policies. It is our policy to follow all applicable state leash laws and to pick up and dispose of all pet waste on every walk.
We only hire employees, not Independent Contractors to pet sit and dog walk. All staff must read and agree to our Employee Manual, go through our training and is held 100% accountable for all actions.
What is an in-home consultation and how do I prepare?
An in-home consultation is about 20 minutes long and 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, as well as to show where proper gear is located. To prepare for your in-home consultation, please register on Dog Gone Walking's website, our online scheduling software, and input all pertinent details regarding your home, contact information, and most importantly your pets. Please also prepare two sets of house keys for our use. We ask that you please test each key to ensure our entry into your home.
Why do I have to give 2 keys to Dog Gone Walking?
We require two sets of house keys from all clients, no exceptions. 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 cannot offer services without two sets of keys. One FOB for keyless entry. Should your pet sitter be required to pick-up or drop-off keys at your home, you will incur a $20 key pick-up or drop-off fee. Key drop fee applies to key return upon termination of your service agreement. The fee does not apply to the in-home consultation, which is complimentary.
What is a primary pet sitter?
A primary pet sitter is the pet sitter that is assigned to your area and your home. Your primary pet sitter will conduct the 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. We work diligently as a team when faced with an obstacle.
Will I have the same pet care professional every time I use Dog Gone Walking's care services?
One of our other wonderful team members would be happy to care for your pets in the case that your primary pet sitter is not available. It is imperative that you update your client and pet profile on Dog Gone Walking's website regularly to ensure that your back-up pet sitter is adequately prepared to care for your pets and your home. To ensure consistent service, we develop a profile of your pet needs and your preferences. We provide consistent training for all staff members, so if scheduling changes don't permit the same pet care professional to visit, another equally qualified team member will take care of your pet. You can rest assured that anytime you need pet care service, a fully trained and informed pet care professional will provide our consistent standard of personalized care.
How do I know when your staff was at my home?
We provide clients with daily detailed journal entries for each of our visits so that you know when we were in your home and what was accomplished. Journals are provided for all services pertaining to your pet. Your pet sitter will update the journal entry during each visit to record their arrival time, a GPS map, completed tasks, visit summary and departure time. You will also get a photo of your pet! You are able to reply to the journal entry as well. We LOVE to show you how much fun your pets have while under our care through pictures.
Will my dog be walked in a pack?
No. All of our walks are single walks. If you would like your pet walked with other dogs so they can socialize, in some situations we can make those arrangements for you. We like to bond with your pooch one on one so they get the attention and loving they deserve.
I have a special needs pet, can you accommodate special requests?
As professional pet sitters, we are prepared to care for pets of all ages, sizes, temperaments and needs. We do not accept aggressive pets. Please contact us to further discuss your pet's individual needs and our availability.
How are visits timed?
Visit length is timed from the moment our sitters arrive to your home to the time the sitter re-enters your home to put your pet back in it's place. This makes is possible for feeding, clean-up on rainy or snow days or any other situations that may arise during their time with your pet(s).
Do you require a minimum number of visits per day while I'm out of town?
In order to provide the best possible service and in keeping with the terms of our insurance policy, we require a minimum of one visit per day for cats and small animals and 3-4, 30 minute visits per day for dogs during the duration of your trip. Please ask for details.
What is your cancelation policy?
For any scheduled care services, DGW requires a 12 hour cancellation notice prior to the time of that next service. Otherwise, full payment is due for the service canceled and time originally agreed upon.
For any overnight service either at your home or our's, DGW requires a 24 day notice if overnight service is not needed. If a notice of cancellation of overnight service is provided by the client, but is less than 24 days from the start date of the service, the client is required to pay for th first night so we can compensate the walker since we are unable to fill that time slot.
Please note that any cancellation requests must be directly acknowledged by a representative of DGW to ensure no such request was lost by technical problems, missed phone calls, voicemail not listened to, etc.
How do I make reservations?
We ask clients to schedule & cancel reservations through our online scheduling portal on the website. Reservation requests are confirmed or denied via email & on your schedule within 24 hours.
How do I make changes to existing reservations?
To edit or cancel an existing reservation, login to the website portal to edit or cancel your scheduled reservations. You can also contact management at
DogGoneWalkingPets@gmail.com or call (540)295-6999 for cancelations or to make changes to existing reservations.
Do you take last minute requests?
We are happy to accommodate last minute requests when possible. You can request last minute requests onto your schedule on the website's portal. There is a $10 last minute request fee for services scheduled less than 24 hours notice. We will respond to all requests as soon as possible. To ensure your less than 24 hours request will be reviewed, please email management at DogGoneWalkingPets@gmail.com.
Do you offer refunds or Credits?
We do not offer refunds and ask that you verify all reservation requests for accuracy prior to submitting them. Credits will be issued on a case by case basis. It will be stored on your account and will automatically apply to the next scheduled service.
What happens during inclement weather?
In order to ensure the safety of our staff and of the community, we initiate our Inclement Weather Plan when localities close schools due to potentially dangerous weather conditions. When initiated, we announce our Inclement Weather Plan for that day and specific weather concern on our Facebook page and via email. During inclement weather situations, our midday dog walking services may be canceled and our pet sitting service schedules may be altered. We ask that all clients provide us with an inclement weather emergency contact that can care for your pets in the event that we cannot access your home. Your emergency contact should be able to walk to your home and have working keys for entry. We also ask that you consider your 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. Please also note that staff is empowered to shorten exercise time during heavy rainfall and lightning and/or thunderstorms. In such cases, exercise time will be replaced with indoor playtime and TLC.
Do you have references?
Our satisfied customers are happy to speak with you about their experience with us. Please contact us for a list of references in your area.
Do you have a referral incentive program?
As part of our Referral Rewards Program, referring clients will receive a 20% credit on your account when the referred party books services with us. Referral Reward credits expire six months from the date of the credit. There is no limit to how many credits you can get so spread the word!
Can I tip my pet sitter?
You're welcome to reward your pet sitter for a job well done by leaving a tip for them directly or by adding it to your credit card payment.
Payment:
We reserve the right to discontinue service if payments are not made as scheduled. We accept cash, check and credit cards. There is a $35 fee for returned checks.
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Monthly Flat Rate Clients: 100% on the first working weekday of the month to be served. New Monthly Flat Rate Clients pay on the first day of services.
Daily Rate clients: 100% due on the last working day of the Month.
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All other Care Services: 100% due on the first day of care services for the allotted requests made. Unless there is an agreement made ahead of time with Managment.
