ANSWERING SOME OF YOUR QUESTIONS
For any new client, we spend time on the phone answering any initial questions. Below you’ll find answers to some of the most common questions we get from pet owners and clients. Whether you’re wondering what a typical day for your pet is like while you’re away, or you’re curious about other animals your pet will meet, we are happy to address any questions or concerns you may have.
HOW MANY DOGS DO YOU WALK AT ONCE?
We tend to walk dogs from the same family, so that if you have two or three dogs, we will provide them with a solo walk. We don't advocate 'pack walking', since from our experience, dogs within the pack can be 'uncomfortable' and agitated, in the company of dogs that they don't know. Having said that, if you would like your dog to have some doggy company on a walk, our Pet Carer can provide this by way of walking their dog(s) with your dog(s).
MY PET NEEDS TO GO TO THE VET. CAN YOU TAKE IT?
Yes, of course we can. Whatever the pet, we can transport it to the vets and report back to you on the advice given by the vet/administer any medication.
DO YOU HAVE EXPERIENCE WITH RARE OR EXOTIC PETS?
Yes. We have wide-ranging experience with Amphibeans, such as frogs, newts, and salamanders. Our Invert experience includes beetles, tarantulas, stick insects, crabs and centipedes/millipedes, and our Reptile expertise includes tortoises, turtles, lizards, chameleons, dragons, geckos and snakes.
WHY DO YOU CHARGE MILEAGE?
Since our Pet Carers use their own car to travel to/from your home, it seems only fair that they are paid a mileage fee to cover their petrol costs and 'wear and tear' on their car, so yes, for dog walks/home visits, small pet visits, and house & pet sitting, we charge 45p per mile to you, and which goes directly to our team member on completion of the pet care assignment.
CAN YOU CARE FOR VERY YOUNG PUPPIES?
We highly recommend that for very young puppies (under 6 months of age), that we provide a Pet Carer to visit your puppy in its own home. Your puppy will feel more secure in an environment that he/she already knows. We can visit your puppy up to three times during a day, or provide you with a house/pet sitter for a block period of time during the day. Once your puppy is over the age of 6 months, we can discuss our offering of day care and home boarding services.
WHAT IF MY PET IS POORLY WHILE I'M AWAY?
If your pet becomes unwell while you’re away your Pet Carer will inform you by text, WhatsApp, or email, as agreed. If you are not abroad, then your Pet Carer will ring you. Your pet will be 'quarantined' in a separate area of our team member's home, if your dog is home boarding. This is in accordance with Animal Welfare Regulations and helps any cross infection with other dogs/pets residing in the home. Our Pet Carer will also let you know if they think that your pet requires any veterinary treatment. Before you go away, we suggest you contact your vets and inform them that SNUFFLEWUFFLE will be responsible for your pets during your absence, and give them permission to carry out any treatment, as required.
DO YOU WALK DOGS OFF-LEAD?
Yes, but only if they have a reliable recall. All dogs need exercise to keep fit and healthy. Their exercise needs change with age and vary depending on their breed and size. Off lead, free running, is essential to utilise muscles that aren’t worked whilst being lead walked. To exercise your dog off lead we require your written consent on our Registration Form. Having said this, if you would prefer us to walk your dog on lead, then please tick this box on our Registration Form, and our Pet Carer will adhere to your wishes.
DO YOU CHARGE EXTRA FOR BANK HOLIDAYS?
Yes. Pet care scheduled on Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve, New Year’s Day, Good Friday, Easter Sunday, Easter Monday and all Public Bank Holidays is charged at x 2 the standard rate as detailed in our full Terms & Conditions sent to you along with our Registration Form.
CAN YOU GIVE MY PETS MEDICATION?
Yes, we are happy to administer tablets and injections and it doesn't cost you more for us to do this. We are experienced with administering tablets to dogs and cats, and injections to cats.
HOW MANY TIMES A DAY CAN YOU VISIT MY PET?
As many times as you would like. Puppies require at least three visits a day, cats up to two visits daily, and if you have an elderly or poorly dog, then we will be guided by you in this respect. It might be that our Pet Carer should provide a longer visit period, or stay for a whole day at a time. This can be fully discussed with you at the time of your initial enquiry.
CAN YOU PICK UP AND DROP OFF MY DOG?
Yes, we are happy to do this. We charge a mileage fee of 45p per mile for our Pet Carer to travel to and from your home, since they are using their own car for this purpose, it is only fair that they are reimbursed for fuel and car 'wear & tear'.
DO YOU HAVE A CANCELLATION POLICY?
Yes we do, for the simple reason that our Pet Carer's calendar has been booked up, and your cancellation may not give us sufficient time to find an alternative pet care assignment for our team member.
a. If a dog day care, dog walk or home visit booking is cancelled with less than 48-hour notice, then we require a payment of 50% of the fee.
b. If cancellation notice is given for dog day care, dog walking or a home visit 48 hours prior to a booking starting, 25% of the fee is payable.
c. If we are provided with one week's notice of cancellation for the above pet care services, then no fee is payable.
c. For home boarding and house/pet sitting, we require at least 2 weeks' notice of cancellation, if you do not wish to incur a cancellation fee. If you provide us with one week's notice, 50% of the fee is payable.
DO YOU TAKE A NON-REFUNDABLE DEPOSIT?
No, we don't. We feel it is easier for our clients to pay for our services in one payment. If you have paid for one of our services, but need to alter or postpone your booking, we will retain the funds that you have paid to us, and apply a 'credit' to your account, to go towards payment for the altered or postponed booking.
WHY DO YOU CHARGE A REGISTRATION FEE?
We charge a Registration Fee which helps to cover the costs of our Pet Carer's time, when you arrange a pre-meet with them. In addition, 50% of that fee goes towards a local rescue centre in Wiltshire, where the dogs who are cared for, would otherwise be euthanased. This is due to behavioural issues and an inability for the dogs to be put in a home with humans! We provide the Rescue Centre with regular monthly deliveries of high-quality dog food
WHICH VACCINATIONS MUST MY DOG HAVE?
If you are using our day care and home boarding services, dogs must be up to date with their annual core vaccinations which protects against distemper virus, canine adenovirus, and canine parvovirus. The kennel cough vaccine is not necessary in a home-from-home care environment. Some dog owners choose not to vaccinate, and this isn't a problem, so long as you ask your vet to perform a Titre Test, and we are provided with a copy of the results of that test. If your dog has, or develops kennel cough, because it is so contagious among dogs, we are not be able to care for it in a day care/home boarding setting and would offer you a home visiting or day sitting service in your own home.
DO YOU ACCEPT LAST MINUTE BOOKINGS?
Unless we are fully booked, we always try our best to accommodate existing and new clients. We do insist on a pre-meet with your dedicated Pet Carer before any care is undertaken, to ensure that all parties are happy with arrangements and so there does need to be sufficient time to be able to do this.
WHAT ARE YOUR PAYMENT TERMS?
Payment for dog walking, home/pet visits and doggy day care is due on the day of care, or can be paid for as a whole at the beginning of the week or month. Payment for home boarding and house sitting is due one week (7 days) prior to the commencement of the booking. Payment due dates are shown on our invoices and if payment is 6 days later than the 'due date', a 10% surcharge will be added to your bill.
ARE YOU LICENSED?
Yes, we are licensed through Wiltshire Council to provide our services. Our Day Carers and Home Boarders have a separate Licence.
CAN I PAY CASH TO YOUR PET CARER?
No. An invoice will be sent to you prior to the commencement of care with full details on how to pay. We prefer payment to go directly into our SNUFFLEWUFFLE bank account, from which we will pay your dedicated pet carer.
ARE YOUR DOG CARERS FIRST AID TRAINED?
Some of our team members are dog first aid trained and if they are not, they are in the middle of doing their training. We also ensure that our team members are offering Continued Professional Development (CPD), keeping up to date with various diseases, treatments, and ideas for fun things to provide to pets.
ARE YOUR TEAM MEMBERS DBS CHECKED?
Yes. Upon joining us, team members receive a DBS check and this is renewed every three years.