Frequently Asked Questions
Many of the questions you have when considering hiring a pet sitter will be answered here. If there is a question we haven't covered, please contact us and ask away! We'd be delighted to speak with you and explain our services over the phone, via e-mail, text, or by submitting the form at the bottom of this page.
Do you take my pets to your home for overnight stays?
All Snug pet sitting services are performed in the client's home. This is a cornerstone of our business. Your pets' routines are uninterrupted, exposure to illness is minimized, and they won't experience the stress of a new environment while you are away. You might say, they will remain "snug"at home. You can travel with peace of mind knowing your home and pets are being cared for by a professional pet sitter.
Will my pets, home, and belongings be safe?
Snug pet sitters are insured and bonded with specialty pet sitting insurance from Business Insurers
of the Carolinas. The policy is written to protect your home and your pets. Additionally, as a member of Pet Sitter's International, all Snug employees adhere to PSI’s Member Code of Conduct and Ethics that stipulates never engaging in any conduct that could put our clients, their animals, their residence or their property at risk.
What happens at the in-home consultation?
This is the chance for us to meet you and your pets, and for you to meet us. It is important that you feel confident in our relationship, and have a good feeling going into our agreement.
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At the visit, we will discuss your pets' routines, and get to know their personalities. We will have you fill out a client intake form with information about your veterinarian, medications your pets may be on, their feeding schedules and exercise requirements, your housekeeping needs, and other pertinent information related to the care of your home and pets. With this information, we will define the services you need and write up a contract custom tailored to your specifications, which you will sign. Payment for services will be collected to reserve your dates on the calendar, and we will require two sets of keys to your home.
Do I need to give you the keys to my home?
We require two sets of house keys to ensure back up for emergencies. Your pet sitter will have one set, and the other set will be locked in our office. For safety, we only identify the keys with your
pet's name. You can leave the keys with us for future pet sitting visits, or arrangements can be made
for returning them to you.
How do I pay for services, and when is payment due?
All new clients must pay for their services when they are booked at the initial consultation. Payment in advance ensures that your services are locked into our calendar, and no other clients can take that time. We accept credit cards, cash, and PayPal payments.
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Existing clients may leave a credit card on file with us for future charges, or if arranged ahead
of time they may leave cash as payment in the home on the first day of a scheduled service.
How far in advance do I need to schedule future services?
It is in your best interest to schedule your services as soon as you can as we do book up quickly. The summer months and Holiday times are especially busy so it is important to lock in your visits, to ensure that your pet's well-being will be uninterrupted.
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We do understand that life is complicated and we will strive to accommodate last-minute service requests!
What is your cancellation policy?
Canceled reservations booked between June 1st and September 10th, or over major holidays, and for pet sitting reservations over 14 days in length:
15 or more days prior notice of cancellation = 100% refunded
7–14 days prior notice of cancellation = 50% refunded
6 or fewer days prior notice of cancellation = No refund
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Canceled reservations at other times of the calendar year:
6 or more days prior notice of cancellation = 100% refunded
3–5 days prior notice of cancellation = 50% refunded
1–2 days prior notice of cancellation = No refund.
Can you provide care for older pets with medical issues?
It is with great pleasure that we provide care for the "senior citizens" of the pet world. This is a facet of pet sitting that is sadly underserved, yet something that every pet will someday need. Older pets are not usually candidates for overnight boarding or doggie daycare activity. Caring for your pets in your home is what we do., overnight sitting and daytime "nanny" sitting with loads of love. We have experience with administering medications, and assisting pets with mobility challenges. If there is another form of care that your pets need just let us know., we are happy to assist in any way we can.
What towns in the Philadelphia area do you service?
Snug's Pet Sitting region encompasses the Main Line towns of Berwyn, Devon, Wayne, St. Davids, Radnor, Villanova, Bryn Mawr, Gladwyne, and the nearby community of Newtown Square.
If you are interested in our services and live outside of the region, please do not hesitate to call and ask if an exception can be made for you. We are happy to entertain any requests and discuss your pet care needs!