Frequently Asked Questions
Are you Bonded and Insured?
Yes, we carry pet sitting insurance and are bonded through Mourer-Foster, Inc.
What are your office hours?
We care for pets around the clock, but we keep office hours of Monday - Friday 9am - 6pm and
Saturday 10am - 2pm. If there is an emergency, please leave a message or send a text message to
630-728-4215.
Do you have references?
Yes, we would be happy to provide references. We want you to be comfortable with Home
Sweet Home before beginning service.
What information do I need to have for my “meet and greet”
To prepare, please print and fill out our New Client Packet or In Pet Sitters Home New Client
Packet This packet includes Pet Disclosure, Home Guide, Veterinary Release and Service
Contract. This information is crucial for your sitter to understand the special needs of each of
your pets and your home.
You will also need to provide a key. Please make sure key is operational before the“meet and
greet”.
What are you Cancellation Policies?
Cancellation refunds are as follows: (% applies to entire service period total):
Pet Sitting in your home:
8 days or more cancellation notice = full refund of entire visit fee
2-7 days cancellation notice = 20% refund of entire visit fee
0-48 hour cancellation notice = no refunds
Holidays = no refunds
Overnight Care in pet sitters home:
Reservations are not held until 50% deposit is received by Home Sweet Home pet sitting. A
deposit of 100% is required is using this service over a holiday period.
30 days prior to start of service: no refunds of 50% deposit
31 days or more prior to service: full refund of 50% deposit.
Holiday’s: no refunds or credits give to 100% deposit.
There is no refund or credit given if you return early.
How do you handle my key?
Each key will be marked with a special code. Names and address never appear on the key. A
$10.00 fee will be charged if we have to return/pick up keys, before or at the end of service.
Keys will ONLY be returned to you or your representative in person. This is necessary to
safeguard the security of your property and the safety of your pets should an emergency arise
and your return is delayed.
What forms of payment do you accept?
We accept cash, checks or can bill you via Google Checkout so you can pay by credit card. Want
to create a Google Checkout account? Click here
How far in advance should I schedule service?
For new clients, we preferred at least 2 weeks notice. This way we have time for the “meet and
greet” and reserve your service dates. If you need service during a holiday, please book early.
Each sitter is available on a first come first serve basis, but we will try to accommodate any
emergency situations.
Do you provide service for the occasional user or do I need to sign a long-term contract?
Many of our clients have us visit their pets on a regular ongoing basis, but a large percentage of
our business is for families going on vacation, business trips and when there is an emergency
and someone needs to look after their home and pets.
Can you administer medication to my pet?
Yes, please have all instructions and medication available during the “meet and greet”.
Will you discipline my pet?
We will never hit your pet or jerk the leash. We have had great success with using positive
reinforcement. If there is an incident , your sitter will leave a note or an email for you regarding
the situation.
What happens if my pet is hurt or needs medical attention?
We will make every effort to get in contact with you and/or your emergency contacts. The
Veterinary Release Agreement provides us with information on how you would like your pet’s
medical need attended to. If it is a medical emergency, we will take your pet to the nearest
Veterinary Office or 24 hour care facility.
Can I check in with you to make sure my pet and home are doing well?
Yes, your sitter will leave notes in your home regarding each visit. We also have created a blog
for you to view notes online while you away. At the meet & greet you will be provided with
your unique code. You are also welcome to call or email us to check in.
What if I run out of pet food or supplies while away?
We can purchase the same brand of food or supplies. You will be charged for the item along
with a $20 service fee.
What are the requirements for my dog to stay in the pet sitters home?
It is important that both your dog and the pet sitters dog get along. Any dogs that show
aggressive behavior towards the pet sitters dog, will not be allowed to use the overnight care
service. All dogs must be able to be crated when pet sitter is not home. We make very few
exceptions to this requirement. Our liability insurance states that the dogs must be safe and
separated while we are not at home. Crating is the best way to do this since most dogs can
escape from a baby-gated area.
I have booked overnight care for my pet at your home, can you pickup / drop off?
Yes, once the initial “meet and greet” is completed and we have all your paperwork on file, you
can book transportation for your pet. The charge is $5 per trip plus $0.75/mile.
What is your privacy policy?
All of your information will be kept private and confidential. Home Sweet Home pet sitting
highly respects our clients’ entrusting us with the care of their home and their loving pets. We
do recommend that you inform a trusted neighbor that while you are away, that Home Sweet
Home will be caring for your pets and your home.
Yes, we carry pet sitting insurance and are bonded through Mourer-Foster, Inc.
What are your office hours?
We care for pets around the clock, but we keep office hours of Monday - Friday 9am - 6pm and
Saturday 10am - 2pm. If there is an emergency, please leave a message or send a text message to
630-728-4215.
Do you have references?
Yes, we would be happy to provide references. We want you to be comfortable with Home
Sweet Home before beginning service.
What information do I need to have for my “meet and greet”
To prepare, please print and fill out our New Client Packet or In Pet Sitters Home New Client
Packet This packet includes Pet Disclosure, Home Guide, Veterinary Release and Service
Contract. This information is crucial for your sitter to understand the special needs of each of
your pets and your home.
You will also need to provide a key. Please make sure key is operational before the“meet and
greet”.
What are you Cancellation Policies?
Cancellation refunds are as follows: (% applies to entire service period total):
Pet Sitting in your home:
8 days or more cancellation notice = full refund of entire visit fee
2-7 days cancellation notice = 20% refund of entire visit fee
0-48 hour cancellation notice = no refunds
Holidays = no refunds
Overnight Care in pet sitters home:
Reservations are not held until 50% deposit is received by Home Sweet Home pet sitting. A
deposit of 100% is required is using this service over a holiday period.
30 days prior to start of service: no refunds of 50% deposit
31 days or more prior to service: full refund of 50% deposit.
Holiday’s: no refunds or credits give to 100% deposit.
There is no refund or credit given if you return early.
How do you handle my key?
Each key will be marked with a special code. Names and address never appear on the key. A
$10.00 fee will be charged if we have to return/pick up keys, before or at the end of service.
Keys will ONLY be returned to you or your representative in person. This is necessary to
safeguard the security of your property and the safety of your pets should an emergency arise
and your return is delayed.
What forms of payment do you accept?
We accept cash, checks or can bill you via Google Checkout so you can pay by credit card. Want
to create a Google Checkout account? Click here
How far in advance should I schedule service?
For new clients, we preferred at least 2 weeks notice. This way we have time for the “meet and
greet” and reserve your service dates. If you need service during a holiday, please book early.
Each sitter is available on a first come first serve basis, but we will try to accommodate any
emergency situations.
Do you provide service for the occasional user or do I need to sign a long-term contract?
Many of our clients have us visit their pets on a regular ongoing basis, but a large percentage of
our business is for families going on vacation, business trips and when there is an emergency
and someone needs to look after their home and pets.
Can you administer medication to my pet?
Yes, please have all instructions and medication available during the “meet and greet”.
Will you discipline my pet?
We will never hit your pet or jerk the leash. We have had great success with using positive
reinforcement. If there is an incident , your sitter will leave a note or an email for you regarding
the situation.
What happens if my pet is hurt or needs medical attention?
We will make every effort to get in contact with you and/or your emergency contacts. The
Veterinary Release Agreement provides us with information on how you would like your pet’s
medical need attended to. If it is a medical emergency, we will take your pet to the nearest
Veterinary Office or 24 hour care facility.
Can I check in with you to make sure my pet and home are doing well?
Yes, your sitter will leave notes in your home regarding each visit. We also have created a blog
for you to view notes online while you away. At the meet & greet you will be provided with
your unique code. You are also welcome to call or email us to check in.
What if I run out of pet food or supplies while away?
We can purchase the same brand of food or supplies. You will be charged for the item along
with a $20 service fee.
What are the requirements for my dog to stay in the pet sitters home?
It is important that both your dog and the pet sitters dog get along. Any dogs that show
aggressive behavior towards the pet sitters dog, will not be allowed to use the overnight care
service. All dogs must be able to be crated when pet sitter is not home. We make very few
exceptions to this requirement. Our liability insurance states that the dogs must be safe and
separated while we are not at home. Crating is the best way to do this since most dogs can
escape from a baby-gated area.
I have booked overnight care for my pet at your home, can you pickup / drop off?
Yes, once the initial “meet and greet” is completed and we have all your paperwork on file, you
can book transportation for your pet. The charge is $5 per trip plus $0.75/mile.
What is your privacy policy?
All of your information will be kept private and confidential. Home Sweet Home pet sitting
highly respects our clients’ entrusting us with the care of their home and their loving pets. We
do recommend that you inform a trusted neighbor that while you are away, that Home Sweet
Home will be caring for your pets and your home.
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© 2007 Home Sweet Home pet sitting
