FAQs & Policies

Answers to your Questions

 

How do I get started?

1. You may call 540-235-6974, email: info@nrvpetsit.com or fill out the contact us form and we will get back to you during our office hours that day or the following business day should you contact us after hours.

2. If you decide to proceed with us, we will send you a Welcome email and link to our pet sitting software. This will allow you to read and agree to our service contract, read client policies and add detailed pet and home care instructions.

3. Upon completion, we will review your needs and assign the sitter best suited for them. At this point, you book a meet and greet to meet your primary sitter. He or she will get to know you and your pet(s), your routine, how to access your home, and where everything they may need is kept. *Note: there is a fee of $20 for the meet and greet to cover the sitter’s time and cost of the software registration.

Why should I hire New River Valley Pet Sitting & Farm Services, LLC for my pet care needs?

NRVPS&FS has been a trusted and reliable business since 2018. Our team members are employees, not independent contractors, who follow our standardized policies and procedures. They are carefully selected for their passion and proven experience with regards to animals, are bonded, and insured. Each employee is pet first aid certified and provided ongoing training with regards to safety, animal behavior, health topics, enrichment activities, and more. Because we are team-based, if an emergency should occur, we will send another trained team member to complete your visits.

We are trustworthy, reliable, and always there. You never have to wonder if someone is going to show up because we provide GPS time stamps, notes, report cards and pictures, all through the latest pet sitting software easily accessed via your browser or the available downloadable app.

How do I know for sure that my pets are being cared for?

We use the latest technology in pet sitting software, Time To Pet. Your sitter will check in when they arrive at your home and check out when they leave. Their location is GPS marked/stamped each time for verification. They will follow a customised report card, checking off each task they are required to perform for your pet/home and at the end of the visit, you will receive a report card confirming these tasks were completed. You also receive a note detailing your pet’s activities, happiness and health as well as the condition of your home. All of this is sent to you via text and email. You may access these chats at any time in your portal. A history of these chats is permanently kept for you.

Are you closed for holidays?

No! We are available 7 days a week, 365 days of the year. We do charge additional fees for all major Federal holidays, however.

Can you provide references?

We encourage you to read the testimonials on our website, reviews on our Google page or ask us for the contact information from our many satisfied clients

What if my flight is canceled or I miss it?

We have your back! Notify us immediately if your return home is delayed for any reason at all and we will continue to book visits for you until the issue has been resolved and you are home again.

Do you bring any partners, children or guests with you into my home?

Absolutely not! While we love our friends, partners and kids, the safety of your pets and home are our #1 priority and we don’t take your trust lightly! Our time is spent focused on your pets and ensuring your home is protected.

My friend/neighbor/adult child will also be participating in the care of my pet or home. Will this be an issue?

We ask that you reach out to our office to speak to us directly about your particular situation. We prefer that no one else will be coming and going or participating in pet care. In general, our employees are uncomfortable walking into a home with an unexpected person there or conversely, having someone else walk in on them while they are caring for your pets. Additionally, we cannot guarantee the safety of your pets and home when other people not affiliated with us are also coming and going. We do understand that at times there may be repairmen or housekeepers, etc., that are scheduled to work and we ask that you provide notice of these appointments.

Will the same sitter always care for my pet?

You will be assigned what we call a primary sitter, who will be the main team member that takes care of your pets. However, since no one works 7 days a week and emergencies or illnesses do occur, all of our employees are trained to the same procedures and we communicate regularly with each other. We also ensure that the information in our software is updated too. This way, any team member may step in to care for your pet at any time. We promise to always provide a qualified, trained sitter that you can trust and rely on for the best care for your pet!

I am not comfortable having someone come in that I have not met. Can I meet all of your sitters?

Absolutely! You are welcome to arrange an individual meet and greet for a one on one with each sitter. The fee for this is $20 each time and the meet and greet lasts for up to 30 minutes. You may schedule this through our software in your portal.

Do you care for dogs that are anxious or reactive?

We do believe that all pet parents deserve to have quality pet care, but this is not a one size fits all area. Please call us directly to discuss your pet’s behavior and needs so we can determine if we are a good fit or not. If not, we may have other recommendations for you.

What forms of payment do you accept?

We accept check, cash, ACH, credit or debit cards. Our software will allow for ACH set up or credit card processing. A credit card should be added to your account upon setting up your portal. We require payment within two days of your first visit for any vacation or other out of town bookings or on demand dog walking services. Payment is expected at time of booking for any last minute bookings that are made within 24 hours of our first visit. Payment for recurring dog walking services is either at the start of the week or the start of the month, depending on the arrangement made with the office.

What is your cancellation policy?

Standard Visits (Single Dog Walks & Single Drop-In Visits)

  • Cancellations made less than 24 hours of a scheduled dog walk or single drop-in visit will be charged the full cost of the visit and will not receive any account credit.
  • Cancellations made less than 48 hours of a scheduled dog walk or single drop-in visit will be charged a 50% cancellation fee and the remaining 50% will be left as an open payment on the account to be applied to future bookings.

Out-of-Town / Series of Visits

  • Cancellations of an out-of-town or multi-visit series made within 48 hours of the first scheduled visit will be subject to full payment of the entire booking.
  • Cancellations of an out-of-town or multi visit series made prior to 48 hours of the first scheduled visit but within 5 days will be subject to a 50% cancellation fee with the remaining fee applied to the account as an open payment/credit.

Holiday Services

  • Holiday reservations canceled less than one (1) week prior to the scheduled start of services are non-creditable and non-refundable.

Credits & Refunds

As stated in our Terms of Service:

Client understands that the remaining amount after the cancellation fee will be placed on their account as a credit to go towards the next reservation, not issued as a refund. This credit will expire 365 days after it is issued.

Our full cancellation policy is uploaded into Time To Pet for your review.

 

What if my property is damaged?

We are proud to carry one of the best insurance coverages available by Business Insurers of the Carolinas. They provide both General Liability ($2,000,000 aggregate), Care, Custody, and Control ($25,000 limit each occurrence). Bond limit ($5,000 per occurrence)

Do you return my keys after each assignment?

We require that you use a key lockbox, hidebox or other hiding place outside your home for your keys to be left. As we are team based, this allows any sitter/walker to be able to access your home as booked or needed. We only make exceptions for clients who are unable to provide a safe hiding place for their keys such as in apartment complexes.

Some Important Policies

 

Payment

Payment is expected prior to our first visit for your booking, whether you are booking for a weekend, week or month. If you are a midday walk client who schedules us 3 days or more a week, monthly invoicing can be arranged, once you become a regular client.

Vaccinations

At New River Valley Pet Sitting & Farm Services LLC we understand the importance of your pet’s health. This is why all pets in our care must be up to date on all vital vaccinations for their species.

Cancellation Policy

Standard Visits (Single Dog Walks & Single Drop-In Visits)

  • Cancellations made less than 24 hours of a scheduled dog walk or single drop-in visit will be charged the full cost of the visit and will not receive any account credit.
  • Cancellations made less than 48 hours of a scheduled dog walk or single drop-in visit will be charged a 50% cancellation fee and the remaining 50% will be left as an open payment on the account to be applied to future bookings.

Out-of-Town / Series of Visits

  • Cancellations of an out-of-town or multi-visit series made within 48 hours of the first scheduled visit will be subject to full payment of the entire booking.
  • Cancellations of an out-of-town or multi visit series made prior to 48 hours of the first scheduled visit but within 5 days will be subject to a 50% cancellation fee with the remaining fee applied to the account as an open payment/credit.

Holiday Services

  • Holiday reservations canceled less than one (1) week prior to the scheduled start of services are non-creditable and non-refundable.

Credits & Refunds

As stated in our Terms of Service:

Client understands that the remaining amount after the cancellation fee will be placed on their account as a credit to go towards the next reservation, not issued as a refund. This credit will expire 365 days after it is issued.

Our full cancellation policy is uploaded into Time To Pet for your review.