Policies

Hours
  • Service Hours:  Monday-Friday 7:30am-9pm; Saturday & Sunday 7:30am-9pm
  • Office Hours: The best way to contact us is via email or submit a request on our Contact Us page.
 
"Meet and Greet" - Consultation Visits
  • First initial 30 minute consult is free and is required for first time clients.

  • Any additional consultations will be charged starting at $20 for up to 30 minutes. 

  • Dog Walking & Pet Sitting Services - During the consultation visit, we will look at the compatibility between your pet(s) and the pet caretaker, and make sure that the registration packet is reviewed together and discuss any special requests. We will also need to pick up a key at this time, unless advised to use a remote or code to enter your home.

  • House Sitting Services - During the consultation visit, we will review the paperwork and discuss any special requests. We will also need to pick up a key at this time, unless advised to use a remote or code to enter your home.

 

Payment

  • We Accept: cash, check, visa, master card, american express and discover. If paying by debit/credit card, we will send you a secure electronic invoice through our Square account, that can be paid online. If paying  by check, payment needs to be made out to: San Gabriel Valley Pet Care LLC

  • Pet Sitting & House Sitting Services - Payment needs to be made in full prior to services being rendered, for exended visits to your home. The registration packet can be accompanied with payment (cash/check) and left for us to pick up on the first day services begin. Otherwise we will email you an invoice on the first day services begin and you can pay online.

  • Dog Walking Services - Payment can be rendered after services are performed for regular dog walking clients; Approximately every 2 weeks. Payment must be received the same day you receive the invoice, but no later than the next day. 

 

Reservations 

  • Telephone, email, or messages through our Contact Us page are accepted from new and existing clients. Text message reservations are ONLY accepted by existing clients. 

  • Voice-mail messages do not constitute making a reservation. You must receive a response!

  • Be prepared to notify us before service begins of any changes since we last saw your pet(s). This includes new animals, changes in diet or habits, allergies, medications, etc.

  • Last minute reservations can only be accepted if there is time available for the consultation visit and we have availability for the job.

  • In the event you have to be away longer than planned it is mandatory that we hear from you! We will only accept extensions of service by direct confirmation.  The well being of your pet(s) depend(s) on our communication! Additional visits cannot be guaranteed.

  • If you have a history of late payments you will be required to pay in full prior to the first service day in all cases.

 

Cancellations

We understand that things happen that cause plans to change. Please keep in mind that we work very hard to arrange our schedules to suit your needs.

 

  • ​Cancellations must be made 24 hours in advance from the first day of service. This includes regularly scheduled dog walks. No exceptions!

  • Same day cancellations will be charged at the full rate of your already scheduled service for that day.  

 

Pet Sitting Services

  • You will receive the full amount of time paid for and tasks will be completed as to what was discussed during consultations. If we have time we will gladly stay longer at no extra charge.

  • Any tasks added on prior to your departure cannot be promised or guaranteed. Please notify us of any changes before services begin.

  • Cats: Each visit for cats may include: fresh food and water, cleaning/changing of the litter box, administration of necessary medications, email updates with photos, Pet Sitting Report Card, any miscellaneous services requests (see below), and lots of love & attention for cats that aren't shy. 

  • Small Animals: Each visit may include: fresh food and water, playtime inside/outside, tank cleaning, administration of necessary medications, email updates with photos, Pet Sitting Report Card, any miscellaneous services requested (see below), and lots of love & attention for your dog(s).

  • Miscellaneous Services: The following services can be performed during visits upon request at no additional charge: bring in mail and newspapers, water indoor plants, brush pet(s), check all doors/gates, bring out/in trash cans.

  • Safety:  For safety and liability reasons sitters cannot be in your home while someone else is there. Including owners, friends, relatives etc. We do not accept "shared" pet sitting jobs with anyone, including friends, relatives, neighbors, or other pet sitters.

  • A dog that shows signs of aggression during the "meet and greet" with one of our pet caregivers will not be offered dog walking services and possibly pet sitting services; The decision will be dependent upon the pet caregiver.

 

Dog Walking Services

  • A "dog walk" is a visit to your home to take your dog(s) outside for a walk in your neighborhood, giving them an opportunity to relieve themselves during your time away from home.

  • Each visit may include: a walk, playtime inside/outside, "poop scoop" on walk, administration of necessary medications, a treat, fresh water, email with photo update and Dog Walking Report Card.

  • Safety: For safety and security reasons, all dogs are required to have on a collar and be walked on-leash.

  • A dog that shows signs of aggression during the "meet and greet" with one of our pet caregivers can not be offered services. We will not walk dogs in extreme weather conditions, either hot or cold. 

 

House Keys/Remotes

  • House keys and/or remotes, will be obtained during the consultation visit and can either be returned at the end of a pet sitting/dog walking/house sitting  job or kept on secure file with us in anticipation of future visits.

  • We will return keys/remotes in person upon request within a week of the last visit at no charge.

  • Keys/remotes kept on file with us are kept in a secure location. Personally identifiable information is not attached to your keys/remotes.

 

Unsecured Pets

  • San Gabriel Valley Pet Care LLC is not responsible for the loss, injury, illness, or death of any pets that have free access to the outdoors.

  • For the safety of your pet(s), it is recommended that they be confined in the house or a fenced yard for the duration of the pet sitting job/dog walking job.

  • It is the responsibility of the pet owner to inspect gates, fences, latches, etc. to be sure they are in proper working order and there are no outlets for pets to escape.

  • All pets should have a collar around their neck with a visible identification tag attached.

 

Third Party Services

  • Third-Party Services: For liability, safety, and security reasons, it is requested that all third-party services, such as housekeepers, maintenance services (pool, lawn, plumbing, etc.), and even visits by friends, family, or neighbors, be suspended or canceled for the duration of the pet sitting job/house sitting job.

  • If services are not suspended or canceled, client must disclose to us on the Registration Packet in advance, the names of all individuals who may be on the premises. Client must also notify those individuals that we will be taking care of the pet(s)/house.

  • If any undisclosed individual is found to be on the property, the police will be notified immediately.

 

Arrival Home

  • Pet Sitting: For the safety and well-being of your pet(s), all clients are asked to contact us upon their arrival home.

  • Calls/texts/emails are accepted at any hour of the day. Leave a message after normal business hours. 

 

Holiday Fee

  • There will be a surchage of $5 added onto your service on the following Holidays:  New Year's Eve, New Year's Day, Martin Luther King Day, Memorial Day, 4th of July, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Eve & Christmas Day

 

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San Gabriel Valley Pet Care LLC  

Arcadia, CA 91007

P |  (626)538-5035   

E |  info@sgv-petcare.com 

We are Licensed, Bonded & Insured

Proudly Serving

|  Sierra Madre  |  Arcadia   |   Monrovia   |  Pasadena  |

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