FAQ:

1. How do I sign up for Petopia’s services? 2. What does the initial consultation entail? 3. Will the information I provide Petopia be kept confidential? 4. How does Petopia get access to my home? 5. Are you insured and bonded? 6. Do you offer any sort of satisfaction guarantee? 7. What kind of animals do you care for? 8. What do I need to bring for proof of vaccinations? 9. Do you administer medication to pets? 10. Do you often have altercations between dogs during walks? 11. What is your policy for extreme weather conditions? 12. How do I order Petopia products? 13. How far in advance do I need to book? 14. What happens if I need to cancel or reschedule? 15. How can I make schedule changes? 16. How does billing work? 17. What if my property or pet is damaged while I am gone?

1. How do I sign up for Petopia’s services?

You have three options to sign up with Petopia, either register online, or you can print out a New Client registration form and fax it to us at 416-429-5860, or you can simply give us a call at 416-429-PETS (7387). Please fill out all necessary information on the New Client Form about you, your pet(s) and your home, and we will call you within 24 hours to schedule an initial in-home consultation.

2. What does the initial consultation entail?

When you sign up with Petopia, we will visit your home for a free initial consultation to meet your four-legged babies, become familiar with your home/routine, and discuss all pertinent information about you and your pet's needs. This also gives you the opportunity to see if you and your pet are comfortable with me. If you decide after the meeting that you would like Petopia to care for your furry friend(s), we will then work out all the details and fill out any necessary paperwork. The paperwork will include information sheets on your pet, service contract, contact information, and vet release form – many of which can be downloaded from the Client Forms section. You can also choose to enrol in the Key Safe Program at this point. Consultation visits usually take place the week before service is to begin. This process usually ranges from 30 minutes to an hour, depending on your specific needs and requests. There is no fee required for the initial consultation.

3. Will the information I provide Petopia be kept confidential?

Yes! We do not disclose client information of any kind to third parties. All client information is protected by Petopia and accessed/utilized only in such a manner as to be able to fulfill our assignment obligations.

4. How does Petopia get access to my home?

You can either enroll in the Key Safe Program or Lock Box Program. Both services provide convenience and time saving benefits to you. Please be reminded that Petopia is fully bonded and insured for you and your pet’s safety and security.

5. Are you insured and bonded?

Yes, Petopia is insured and bonded for your safety and peace of mind, as well as our own. Our insurance is specifically designed for the pet care service industry. The purpose of a bond is to protect us, as well as you and your animal companions.

6. Do you offer any sort of satisfaction guarantee?

You want to know that your pet will be cared for just the way you specify. And we will guarantee it every time! If you are not 100% satisfied with the service that was provided, we will be happy to address your concerns and provide your next visit for free. We believe in building lasting client relationships and so our service is only complete when you and your four-legged friends are fully satisfied.

7. What kind of animals do you care for?

Petopia accepts animal companions regardless of species, breed, or size. This includes dogs, cats, ferrets, rabbits, lizards, fish, birds and guinea pigs. Please feel free to inquire about how we can accommodate your special needs animals as well. We care for most animals, as long as they do not pose a danger to us. However, we do not care for any animals with a history of biting, fighting or attacking other animals or people.

8. What do I need to bring for proof of vaccinations?

You need to provide written proof from a licensed veterinarian that your dog's Rabies, Distemper, and Parvo vaccinations are current. We also strongly suggest that you have your dog on a flea prevention and heartworm prevention program.

9. Do you administer medication to pets?

Petopia will administer medication - pills, drops or injections as per your request.  There is a surcharge of $5 per day for administering medication.  However, we will not administer medication to any animal that poses a danger to the staff.

10. Do you often have altercations between dogs during walks?

Since all of the dogs at Petopia are temper tested, we do not have many altercations between our dogs. As well, we try to group together dogs that are similar in size, activity level and age to ensure that everyone gets along during the walks. Unfortunately, neither measure is foolproof against a possible confrontation. Like any romp in the park, your four-legged friend may experience some cuts or scratches. However, Petopia does not tolerate any bullying from dogs or excessive rough play and we will do everything possible to keep your dogs safe.

11. What is your policy for extreme weather conditions?

If extreme weather and road conditions compromise your animal companion’s safety, as well as our own, we may cancel services. In the unlikely event that we need to cancel due to extreme weather, we will contact you and/or your emergency contact immediately, in order to arrange coverage.

12. How do I order Petopia products?

You will find a list of recommended products on the Great Products page that Petopia offers to our clients at prices that are lower than what you find at retail stores.

Currently, we have not implemented an online purchase system yet. So to purchase any of the items, simply email us your order, or fax it in to us at 416-429-5860, or phone in your order at 416-429-PETS (7387) and we’ll be happy to fulfill your request. Please state the item you want and the quantity required. We will phone you with a confirmation of your order and you can pay by cash or cheque upon delivery of the product(s).

13. How far in advance do I need to book Petopia services?

Obviously the more notice we have the better. For Vacation Pet Visits and Overnight Pet Sitting during holiday periods (March break, long weekends, summer, Christmas), we suggest booking a month or two in advance. Two weeks in advance for other times of the year is usually sufficient. However, please note that a $10 surcharge will apply for last minute reservations made less than 4 days prior to the service date.

For other services such as dog walking or cat visits, we recommend new or occasional clients to make reservations at least 1-2 weeks in advance. We do understand that emergencies arise every now and then, so please give us a call and we will do our best to accommodate you.

14. What happens if I need to cancel or reschedule?

Cancellations may be made up to 7 days in advance without a penalty. After that period, a cancellation fee will be charged as a percentage of the total bill (refer to our Policies for more details). Please let us know as soon as possible if you need to change or cancel a service and we will try our best to accommodate you.

15. How can I make schedule changes?

Currently, you can make any scheduling changes by email, fax, or phone. You will need written or verbal confirmation for schedule changes and cancellations. Please refer to our Policies for further details. All service changes are confirmed upon receipt unless you hear otherwise from Petopia.

16. How does billing work?

For new or occasional clients, you are required to make full payment prior to rendering of services. Established clients with daily or routine schedules will be given a billing option based on payment history.  For regular clients who purchase the bulk credits, full payment must be made up front. 

For Pet sitting and overnight services, Petopia requires the full payment be rendered prior to the first day of service (however, you may post date the cheques to the one day after last day of service). Regular clients may leave payment for pick up before departing.  At this point in time, we accept cash and cheques only.  Please refer to our Policies for more details.

17. What if my property or pet is damaged while I am gone?

Petopia agrees to provide the services stated in our service agreement in a reliable, caring and trustworthy manner. We are only liable for claims arising from negligence or willful misconduct. Due to the unpredictability of animals, we cannot accept responsibility for unusual mishaps (i.e., biting, furniture damage, etc.). Also, if your pets have access to the outside, we are not responsible for injury, disappearance, or fines.

18. Once I’ve used your pet care service and have filled out all the paperwork, can I just email you or call you to arrange future visits?

Yes, once we have initially met, we won’t need to collect contracts, release forms, or vaccination records again. We’ll have that on file and you’ll be able to schedule future services by filling out our Service Request form online, or you can print it out and fax it to us, or you can even phone us to make an appointment. We’ll always contact you to confirm the services you’re requesting before we finalize future visits. If you wish to have regular visits, we can schedule that during our initial consultation or anytime afterwards.

19. What happens if I will be delayed in returning home from my business trip or vacation?

For Vacation Pet Visit and Overnight Pet Sitting services, it is extremely important that you let us know immediately if you will be arriving home late from your business trip or vacation. That way, we can continue caring for your furry babies until you return home. We would also appreciate a quick call when you do return home so we know that your animal companions are safe and being looked after. Please note that you will be charged for all extra visits.

20. Why do I have to call Petopia when I return home?

We need to know as we will continue to visit your pet until we get that phone call from you. Should you be delayed, we don't want to assume that you arrived home at your scheduled time. Therefore, for safety reasons, we will continue to visit your pet until we have confirmation that you have arrived home. This way, you do not need to worry if your flight is delayed or your trip is extended for any reason.

21. I have a family member that lives close by and will also visit. Is that okay?

Many people like to include neighbours, relatives, and friends in pet sitting duties. These well-intentioned actions cause much confusion during a shared responsibility sitting assignment. Most common among problems is over-feeding, unlocked doors, lost keys, or missed feedings. We absolutely cannot be responsible for any sitting assignment where others are going to share the workload. We advise that anyone considering this split of duties to make only one person responsible for the entire assignment.

22. Can I bring my pet to your home for pet sitting?

At this point, we offer overnight boarding at our home on a limited basis. However, we will make exceptions for certain pets and we aim to accommodate all of your needs, so please feel free to inquire with us. Petopia plans to expand its services to include doggie daycare and boarding in the future. Please let us know if you’re interested.

23. What happens if my pet gets sick?

Petopia approaches each and every day with the goal to provide a safe and healthy environment for your furry babies. However, from time to time, there may be a situation that is beyond our control, which may result in your pet being sick or hurt. As such, all clients are required to complete a Veterinary Release Form during the initial consultation.

If your pet does get sick or hurt while in our care, we will do everything possible to seek medical attention. We will take your pet to your veterinarian immediately and if they are not available, we will transport your pet to the nearest veterinarian or Animal Emergency Clinic.

We will make every effort to contact pet owners and receive instructions before we take an animal in for medical care. However, in emergency situations or when the owner cannot be reached, we will not hesitate to take a pet to the veterinarian. Petopia is not responsible for costs incurred from veterinary visits. Additional time spent transporting the pet and providing extra care is billed at a rate of $25.00 per hour.