Policies

Please review our policies and procedures below. If you have any questions after reading through this page, please visit our FAQ page or text/email Joanna. Woof to Hoof Pet Services offers pet and farm care in Suffolk, Virginia and parts of Smithfield, Windsor, and Chesapeake. We are fully licensed and insured for your protection and peace of mind.

Reservations

Please contact us well in advance of your pet sitting needs (6 weeks notice is recommended for summer and holiday periods!) to ensure availability and time to conduct a consultation where we will meet with you and your pets and discuss their needs. This initial consultation is both complimentary and required. If additional consultations are required when less than 12 months have elapsed between service bookings, a consultation fee of $20 may apply at Woof’s discretion. All vacation pet sits and overnight pet sits require a 50% refundable deposit (see cancellation policy below) at the time of booking to reserve your pets’ visits on our calendar. For new clients requesting overnight care, a 100% deposit is due at the consultation. All reservations must be made and confirmed in writing via email (preferred) or text. It is much easier for Joanna to answer email/text requests versus phone calls/voicemails.

Last Minute Reservations

We understand that life happens and occasionally pet care is needed with little notice. If you are in need of pet care immediately, please call Joanna at 618-9388 to discuss your needs and schedule an immediate consultation. A $20 consultation fee will apply for same day consultations or consultations scheduled within 7 days of the start of service at Woof’s discretion. There is no additional visit fee for last minute bookings, but visits will be worked into the existing schedule as time allows unless your pets require medication at a specific time.

Reservation Confirmations

Please text or email Joanna or your primary sitter before you leave your home on the first day of your trip.

Extensions of Service

If you need to extend service, please contact us as soon as you become aware that your pets will need extra visits so that we can make accommodations on our schedule. The well-being of your pets depends on clear and timely communication!

Extra Fees

Woof to Hoof Pet Services reserves the right to invoice/bill, at $20 per half hour or any portion thereof, for additional time spent over your standard visit time that is necessary for the care of your pets and/or home. This includes service and time for the following, but is not limited to: veterinary trips; excessive cleaning due to pet incontinence, vomiting, or accident; obtaining pet food or supplies; searching for and capturing pets that have escaped their enclosures; enclosure/fence repair; waiting for and assisting emergency service providers such as large animal veterinarians or farriers; additional trips deemed necessary for the health and well-being of pets during pet illness or severe weather. The balance for any additional services is due within 14 days of receipt of invoice.

Cancellation Policy

Because we are an appointment-based business, we appreciate early notification if your plans change. The earlier the better! Reservations that are cancelled with little to no notice may cause us to lose a reservation we have turned down in order to care for your animals. For this reason, we reserve the right to enforce the following cancellation policies.

Dog walking/Midday Pet Visits: Please give 12+ hours notice to receive 100% credit towards future visits. If we do not receive a cancellation communication at least 12 hours in advance or arrive to find you at home but not in need of service, you may not receive credit.

Vacation pet sits: Please give 4 weeks notice to receive 100% of your deposit as a credit on your account towards future service. If we do not receive a cancellation communication at least 4 weeks before the first date of service of a booking, your deposit will not be refunded and you will not receive credit towards future services.

Overnight pet sits: Please give 4 weeks notice to receive 50% of your deposit as a credit on your account towards future service. If we do not receive a cancellation communication at least 4 weeks before the first date of service of a booking, your deposit will not be refunded and you may not receive credit towards future service, at Woof to Hoof’s discretion. Overnight visits are a premium service that can only be provided to one client at a time.

Holidays: If your reservation includes a holiday, please give 4 weeks notice to receive 50% of your deposit as a credit on your account towards future service. If we do not receive a cancellation communication in writing at least 4 weeks before the first date of service of a booking, your entire deposit will be forfeited because we have set that time aside exclusively for your pets. We do NOT overbook on holidays to ensure that your pets receive quality care, and holiday pet sitting is extremely high in demand. Holidays (including weekends if the holiday falls on a Monday/Friday): New Year’s Day, Memorial Day & Weekend, Independence Day & Weekend if 7/4 falls on a Monday/Friday, Labor Day & Weekend, Thanksgiving, Friday after Thanksgiving, December 20 – January 1.

Late Departure/Early Return: We understand that plans change, flights are cancelled or delayed, and life happens! However, we are generally unable to rebook time slots cancelled with short notice. If you need to modify an existing reservation with less than 72 hours notice, you may still be responsible for the visits you booked because we have set that time aside exclusively for your pets. Credits toward future service may be issued at Woof to Hoof’s discretion. It is usually not a problem to extend care beyond the scheduled end date if you are delayed in your return home, but please let us know that your pets will need extra care as soon as possible.

Payment Policy

Woof to Hoof Pet Services currently accepts cash or checks made out to “Woof to Hoof Pet Services.” For all services except regularly scheduled midday and maintenance visits, a 50% deposit is due at the time of booking and the remainder of the balance is due on the first day of scheduled services. For weekly clients who are billed monthly, payment is due on the first visit of the month. If payment is not left for Woof on the first date of service, Woof reserves the right to discontinue care at any time and the responsibility for arranging alternative pet care will be the sole responsibility of the Client.  Additional fees accrued during the course of service shall be due within 14 days of the receipt of the billing for the outstanding balance. Balances not paid within the grace period will accrue interest at the rate of 18% annually and are subject to an administrative fee of $20, beginning 15 days after the invoice date. There is a $35 fee for returned checks.

Key Policy

We require 2 copies of each key needed to access your home and/or barn in order to care for your pets, so please have these ready at your consultation! If you are only able to provide one set of keys, we will have a spare set made for our use for a fee of $5/key. We recommend that you keep your key on file with Woof to Hoof to enable easy online/phone reservations and emergency service (including Lock Out Service – should you find yourself locked out of your home, you may contact me to drive over with a key and let you in). Should you choose to have your key returned, a $15 key pickup/drop off fee will apply per trip. We will NOT lock keys in the house on the last date of service OR leave your house unlocked at any time.

Before You Leave

Please leave specific instructions relating to the current visit if there are any changes in your pets’ routine. While we have the instructions in our files from the original consultation, many pets’ needs change seasonally. Make sure we have up-to-date emergency contact info in the case we are unable to get into your home or if questions or issues arise while you are away. Please leave food, medications, special treats, or cat litter disposal bags where we can easily see them. All pets should be up-to-date on your veterinarian’s recommended vaccinations. For your pets’ safety and the safety of our other clients’ animals, please inform us of any recent or suspected illness in any of your animals so that we may take appropriate precautions against the spread of disease. It is highly recommended that all pets be microchipped and wear identification tags while in our care. If you have a fenced-in yard, please check its integrity before you leave. Finally, please notify us if others (housekeepers, landscapers, service professionals, friends, neighbors, family members, etc.) will have access to your home during your absence, as we will not hesitate to contact the police if we notice strangers or disturbances in your home or yard.

Updates

We will happily provide updates via text, email, or phone call according to the schedule you indicate on your Owner’s Information Sheet, up to twice daily at no additional charge. You may also text, email, or call us anytime between 9 am and 9 pm daily to check on your animals. If we don’t answer immediately, please be patient: we may be with another client’s pets and we want to give them our full attention. We will return your communication as soon as we are able.

“I’m Home!” Notification

Please text, email, or call us when you arrive home safely to your pets. Even if your flight arrives at 2 AM, please send a text or email, which will be seen first thing in the morning. You will not disturb our sleep, don’t worry. If we do not hear from you within 12 hours of your scheduled return, we will attempt to contact you to ensure you are safely home. If we are unable to contact you, we will continue services at the regular times and rates until we hear from you.

Inclement Weather Policy

Your pet’s safety is our top priority. Woof to Hoof will make every effort to provide care in the event of bad weather, but in severe weather (thunderstorms, blizzards, extreme temperatures, etc.), we may modify the timing and length of dog walks, turnout time, or outdoor time in general and instead spend the majority of our time inside with extra cuddling and mental stimulation. If we are sitting your farm, don’t worry, your animals will still get fed and cared for despite any severe weather our area may be experiencing. We have worked in hurricanes, thunderstorms, and snow, and we aren’t afraid to get wet or dirty in order to make sure your animals are warm, dry, and fed. In the event that we may be physically unable to reach your home due to impassable roads, we will contact you to determine a solution for your animals. For this reason, we recommend that one of your provided emergency contacts be a neighbor who you trust with your home and animals and who could safely provide care for them in an emergency situation.

Emergency Contacts

On your Owner Information Sheet we ask that you provide contact information for at least two people. We ask that one of these contacts be a neighbor who can reach your house on foot, if necessary, in the event that roads become impassable due to inclement weather. We also ask that one of these contacts be authorized to make medical decisions for your pet on your behalf in the event that you are unreachable and a decision must be made immediately. You may also give your veterinarian permission to make decisions on your behalf by indicating this preference on your Veterinary Release Form.

Vaccinations

We require that all of the animals in our care be up to date on their rabies vaccines or have proof of a current Rabies titer from your veterinarian. We support minimal vaccinations but recommend that your pets be seen at least yearly by a licensed veterinarian. For your pets’ safety and the safety of our other clients’ animals, please inform us of any recent or suspected illness in any of your animals so that we may take appropriate precautions against the spread of disease.

If you use topical monthly flea and tick preventative, we ask that you do so at least 72 hours prior to the animals being in our care. If we find that your pets and/or home are infested with fleas, we will contact you to determine an immediate solution. We reserve the right to discontinue care to flea-infested households if we are unable to agree upon an appropriate solution in order to prevent spreading parasites to our other clients’ animals or our own.

Aggressive/Challenging animals

For our safety and the safety of your pets, we reserve the right to modify or discontinue service if your pet shows signs of aggression or we find that you have been dishonest about your pet’s behavioral or medical history. That said, a history of aggression is not a deal-breaker and we have cared for “difficult” animals. It is very important that you are honest with us about your pet’s history of growling, showing teeth, nipping, or biting and give us specific information about the nature of past aggressive occurrences and possible triggers. We may require one or more trial visits at the regular rate to determine if we can safely care for your pets in the event of your absence. During a trial visit we will have you leave the home for a short period of time (perhaps a run to the grocery store) and we will attempt to enter your home to care for or walk your pet.

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