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Pet Care & PetSaver™ Service FAQs | Healthy Paws | Los Angeles
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Pet Care & PetSaver™ Service FAQs

Here you will find the answers to frequently asked questions. Just look for your question and click on it, and the answer will appear. If you have a question that is not addressed here, please either call or email Healthy Paws LA.

 

Why Choose Healthy Paws?"


Q. What makes Healthy Paws different than other pet sitters?
A. We're not just animal lovers. We are all pet parents, genuinely concerned for the health and well-being of all pets. We are experienced caregivers, each professionally trained and certified in pet first aid and CPR. Your pet becomes one of the family, and receives the best care available. Plus the love and attention so important in maintaining a happy, secure, and well-adjusted pet.


Q. Are you a franchise?

A. We get this question a lot! No way. We are 100% local! This is our home, our neighborhood, and we love it! And as an independent business we can offer so much more than a corporate mandated franchise. We have the freedom to update, customize, and re-design our services to fit our clientele without any red tape or lengthy approval processes. Locals serving locals. It's what we do.

General Company & New Client Information


Q. How do I become a client?
A. You schedule a "get acquainted" meeting...the sitter meets you and your pet to determine which services are needed and the service period desired. You will then complete several forms: Service Agreement, which contains the Veterinarian Release and Emergency Information; and Pet Owner/Pet Profile. At this time we will collect payment in full, and obtain two house keys.

Q. What services do you offer?
A. Private on-leash walks; canyon dog hikes; in-home visits (playtime, outdoor time, fresh water and food, and plenty of attention); in-home overnight sitting; day care; evening care; pet taxi to groomer, vet, trainer; yard pet waste clean-up; and we'll turn on/off lights, open/close drapes, collect mail/newspapers. Just tell us what your needs are...we'll customize our services to meet them.


Q. What kind of pets do you care for?
A. Our main focus is dogs and cats, but our sitters have a broad range of experience that includes hamsters; rabbits; iguanas; turtles; fish; frogs...most any domesticated animal. If you have a special pet or unusual need, we'll do our best to provide the appropriate care required. And, of course, we must ensure not only the safety of your pet, but the safety of our sitters...so no wild animals!


Q. Do I need to sign a contract?

A. Most of our clients prefer that we visit their pets on a regular ongoing basis, which does require a signed contract. We can, however, provide services as needed when you have an emergency or an unexpected situation arises.

Q. Is my personal information kept confidential?
A. Yes! We do not disclose any client information to third parties. All Service Agreements, Pet Owner Profiles, Pet Profiles, Veterinarian, and Emergency Information forms are secured in a locked file at our office. Only the pet sitter will have access to your personal information.

Q. How are my keys handled?
A. For your convenience and ours, we keep your key for future pet sitting engagements. All keys are kept locked up while not in use, plus we use a special coding system so your name and address are never with your key. If you opt to not participate in the Ready Key Program, we can return your key to you for a $25 return fee. We will not leave your key in a designated location or with another person.

Q. What about insurance, bonding, and references?
A. We are insured and bonded. Insurance covers theft, loss of a pet, property damage; bonding covers theft only. Proof of insurance and/or bonding are available upon request as are references. We are liable only for claims arising from the negligence or willful misconduct of our staff. Due to the unpredictability of animals, we cannot accept responsibility for unusual mishaps regarding the behavior of your pet. i.e. bites, furniture damage, spills, pet stains, etc. Additionally, if your pet has access to outdoors, we are NOT responsible for injury, disappearance, or fines.

Q. Are you available for times other than when I'm on vacation/business trips?
A. Sure! If your work schedule is crazy, we offer daily walking visits; check-ins for ill or older pets; transportation to grooming or veterinary appointments, etc.

Q. Do you require that my pet be vaccinated?
A. We prefer that your pet is current on vaccinations.

Q. My pet has been aggressive in the past; can it still be a client?

A. Pets with a history of aggressive behavior will be evaluated by the sitter to determine the risk of potential problems. Orientation visits may be needed to help socialize your pet with the sitter. Your presence will be required for those visits. If at any time the sitter feels unsafe with your pet, we reserve the right to discontinue service without notice.

 

Q. What is the Healthy Paws Guarantee?
A. Healthy Paws absolutely, positively guarantees your satisfaction with every service we provide. Simply make us aware of any dissatisfaction you may have within 15 days of the completion of that service, and we'll make it right. It's that simple.

 

Q. Can I hire my pet sitter directly?
A. No! Please do not put our sitters in the uncomfortable position of offering them employment apart from Healthy Paws. Our sitters are contractually prohibited from soliciting or accepting employment directly from our clients.

Q. May I offer my sitter a gratuity?
A. Yes, you may offer it directly to your sitter or send it to Healthy Paws. Checks should be made out to the name of your Healthy Paws pet care expert. We will make sure your pet care expert receives 100% of any gratuity you pay.


Q. What areas of Los Angeles do you serve?

a. With our pet care services, Healthy Paws serves the westside in general, but these zip codes in particular; 90291 90292 90293 90401 90403 90404 90405 90066. If you're interested in our pet care services and your zip code isn't listed, give us a call...well do what we can to help you out.

Pet Care Services

Q. Do you take my pet to your home?
A. Some of our sitters will care for your pet in their own homes, but our usual policy is to provide services in your home. This allows your pet to stay where they are comfortable...in their normal surroundings...keeping them as stress-free as possible. This includes overnight stays.

Q. Do I have to make an appointment and complete a Service Agreement every time I leave town?
A. No. Once your Service Agreement is on file, a quick call is all that's needed to book services or update information.

Q. When I am out-of-town, how many times each day do you visit?
A. It depends on your pet, but we usually recommend at least two visits for dogs (three for indoor dogs). One visit per day is sufficient for healthy cats. Visit times for other pets (fish, hamsters, etc.) will be determined by agreement between owner and sitter.

Q. What days of the week are sitters available?
A. We have pet sitters available every day of the week.

Q. If I'm gone during a holiday, will you still care for my pet?
A. Absolutely, but there is a surcharge for holidays, and you should make reservations at least two weeks in advance.


Q. How long will the pet sitter visit with my pet?

A. You can choose how much time you want the sitter to spend with your pet (our minimum is 30 minutes). We also offer shorter "potty break" visits specially designed for puppies under six months old.


Q. Will I always have the same pet sitter?

A. We make every effort to ensure you have the same sitter on an ongoing basis. Creating and maintaining a bond between your pet and the sitter is essential in making your pet feel safe and loved, even in your absence. We also try to select a sitter from your area, so the sitter is always nearby and is familiar with your pet's neighborhood. In the event that your primary sitter has an emergency or is not available for the dates you have requested, we will utilize a back-up sitter. You will be notified of any substitutions, which are subject to your approval.


Q. How will the sitter discipline my pet if necessary?

A. You dictate any disciplinary actions, however, we believe in positive reinforcement, so our sitters will never hit, spank, slap, yank the leash, yell at or grab your pet. If there are problems, i.e. toilet training issues, running away, etc., you will be informed, and we will implement your authorized discipline plan.


Q. Should I call before I leave to confirm my trip?

A. Yes. Just before you leave, call us to confirm your plans are going as scheduled. Then, when you return, we ask that you call us again.


Q. Is there anything special I should do before I leave?

A. If your pet has medical issues, you may want to leave your credit card information on file with your pet's veterinarian. Please make sure you have adequate supplies of food, kitty litter, treats, etc. in case your return is delayed. Inform your neighbors that you have hired a pet sitter who will be coming to care for your pet so they are not alarmed and call the police. Also, please alert anyone else who has access to your house while you are away.

Q. Can I contact you while I am gone, or will you contact me?
A. As part of our service, we provide our clients with email or voice mail updates for peace of mind while you are away. You just let us know how often you want to hear from us...but you are always welcome to call or email us, too.


Q. What happens if I return earlier than scheduled?

A. Call us to let us know you have returned, but you will be required to pay for the time originally reserved.


Q. I'd like to have my neighbor come visit my pet part of the time and have the sitter come part of the time. Is that okay?

A. We're sorry, but for liability reasons we are unable to share pet or home care responsibilities with anyone else. If someone other than one of our representatives will be in your home while you're away, we cannot accept responsibility for any injury to your pet or damage to your home.


Q. Do you administer medications to pets?
A. We will administer pills and/or drops with yourvet's written approval and instructions; however, we will not administer medication to any animl that  may pose a danger to the sitter.

Q. What areas of Los Angeles do you serve?
A. With our pet care services, Healthy Paws serves the westside in general, but these zip codes in particular; 90291 90292 90293 90401 90403 90404 90405 90066. If you're interested in our pet care services and your zip code isn't listed, give us a call...we'll do what we can to help you out.

Emergencies

Q. What happens in case of an emergency?
A. All of our sitters are certified in pet first aid and CPR. If your pet becomes ill or is injured the sitter can respond with immediate appropriate action. We will then contact your vet and transport if necessary. You will then be notified of the situation. Your sitter will have an emergency information form with all pertinent information: vet's name, phone and location; secondary contact names of people you have authorized to make decisions regarding your pet; any special instructions pertaining to the emergency efforts to be made.

Q. What happens if my pet gets out of the yard?
A. All pets must wear identification tags while under our care. We also require that all gates on your property are locked while you are away.  


Q. What charges might I incur if my pet requires emergency care?

A. In the event of pet illness or other medical emergency and your specified vet is unavailable, your pet will be taken to the closest vet or Animal Surgical & Emergency Center at 1535 S. Sepulveda Blvd, LA CA 90025. Client understands and agrees that attempts will be made to contact them in case of emergency and if the Client is unreachable, the pet sitter has permission to authorize any care that the vet deems necessary for the pet's health, safety and survival. Client agrees to reimburse Healthy Paws for any additional fees and all costs relating to vet care during their absence, which may include x-rays, blood work, surgery and/or other expensive procedures, as well as an emergency medical transport fee of $35.00.

Billing, Pet Care Service Charges / Cancellations and Surcharges


Q. How am I billed and when is it due?

A. 100% of the fee is due at the end of the initial assessment which includes the completion of all forms, and the receipt of two house keys. Payment must be paid in full prior to service. Currently we accept cash, personal checks, VIsa, Mastercard, Discover, AMEX and payment via PayPal. We do not accept post-dated checks. Services are not considered booked until all fees have been collected. There will be a $35.00 charge for all returned checks. If Client requests to extend service, the Client guarantees payment at the same rate for all services provided upon return.


Q. What charges might I incur if my pet requires emergency care?
A. In the event of pet illness or other medical emergency and your specified vet is unavailable, your pet will be taken to the closest vet or Animal Surgical & Emergency Center at 1535 S. Sepulveda Blvd, LA CA 90025. Client understands and agrees that attempts will be made to contact them in case of emergency and if the Client is unreachable, the pet sitter has permission to authorize any care that the vet deems necessary for the pet's health, safety and survival. Client agrees to reimburse Healthy Paws for any additional fees and all costs relating to vet care during their absence, which may include x-rays, blood work, surgery and/or other expensive procedures, as well as an emergency medical transport fee of $35.00.


Q. Do you offer discounts on your pet care services?
A. Our pet care services pricing is extremely competitive. We pride ourselves on giving the best possible service with a minimum amount of staff. And we only raise our prices when cost of living increases make it mandatory. You'll ee that the level of service we offer is worth every penny.

 Q. Can I make last minute arrangements?
A. Yes, but only if you are a current client and we have all your information and keys on file. We will make every effort to accommodate last minute new clients as time and resources permit, but additional fees may be applied. For current clients, remember that overnight services book up fast, so please try to book at least two weeks in advance. We always try to give you the services you need when you need them...it's important to us that no pet goes uncared for, and no plans are cancelled! Please note: A last-minute surcharge of $10 will apply for all same-day service requests. If less than 3 hours prior to the needed service, a $15 service charge will apply.

 

 

 Q. What is the cancellation policy?
A. No cancellation refunds are given; only credit will be applied to future Pet Care Visits. For non-holiday reservations: 0-48 hours prior to the service, you will be charged the rate of one Pet care Visit (any remaining balance will be applied to future Pet Care Visits). For holiday reservations: 0-6 days prior to service, 100% cancellation fee charged for entire schedule; 7-13 days prior to service, 75% cancellation fee charged for entire schedule and 25% credit applied to future Pet Care Visits; 14-21 days prior to service, 50% cancellation fee charged for entire schedule and 50% credit applied to future Pet Care Visits.


Q. What other surcharges might I incur?
A. Un-booked time surcharge is $30/half hour. This is for additional time/service spent over the pre-booked time that is necessary for the care of ryour pet(s) or home, such as; all veterinary trips; pet illness; excessive cleanup resulting from pet incontinence, accidents or frequent vomiting; complications administering medications; obtaining pet food, medication or other supplies; wait time for emergency home repair; search for pet(s) that escape confinement or leash. Early morning/late evening (between 9pm and 8am) visit surcharge is additional 30% per Pet Care Visit. Returned check surcharge is $35 for each NSF transaction. Holiday surcharge is additional 30% pr Pet Care Visit and will apply for visits made on the following holidays: New Year's Day, Easter, Memorial Day Weekend, Independence Day (weekend if applicable). labor Day Weekend, Thanksgiving & Black Friday, Christmas Eve, Christmas Day and New Year's Eve.

PetSaver™ FAQs

Q. Why should I take a pet first aid, CPR & care class?
A. Because dogsh*t happens! According to the American Animal Hospital Association, 60% of all veterinary visits are of an emergency nature and 25% more pets would survive if just one pet first aid technique were applied prior to arrival at a veterinarian’s office.

 

Q. Why does the PetSaver™ care course only last two years?
A. These techniques are like a language – it you don’t use it, you’ll lose it.  We hope that you’ll never have to use the first aid & CPR techniques that you learn in the PetSaver course.  But should the need arise, we want you able to recall the correct steps and procedures.  Therefore, we require you to take the PetSaver™ class every two years to re-certify yourself and to refresh your memory.

 

Q. I’ve taken a human first aid class.  Can’t I just use that knowledge on my pet?
A. No.  Humans and animals obviously have different anatomies.  What may work on a human doesn’t necessary translate to pets.  Using human first aid techniques on animals could actually exacerbate the problem.

 

Q. Do you teach on real dogs?  Can I practice these skills on my dog/cat?
A. We teach all classes with stuffed animals.  While you can certainly practice some of the first aid techniques (such as muzzling) on your pet, some actions (such as CPR) should never be performed on a healthy animal.

 

Q. If I take the PetSaver™ class, do I still have to take my pet to the vet?
A. Absolutely! Your veterinarian is your front line of care!  We’re not a substitute for your veterinary care; we’re a supplement.

 

Q. Why should I take a pet first aid class with Healthy Paws as opposed to another pet first aid class provider?
A. As a certified instructor affiliate of Pet Tech, Healthy Paws offers the most comprehensive, in-depth and hands-on pet first aid, CPR and care programs in the industry…featuring a more holistic and hands-on approach compared to other programs.   This is what we do; it’s what we’re passionate about.

 

Q. Who is Pet Tech™?
A. Pet Tech is the first international training center for pet first aid, CPR and care.  The Pet Tech mission is to “improve the quality of pets’ lives, one pet owner at a time.”™

 

Q. Why is the PetSaver™ class eight hours long?
A. The PetSaver course is packed FULL of up-to-date, comprehensive information designed to increase the quality of your pet’s life by increasing your awareness of the requirements of being a caring, conscientious pet owner.   You know the saying “You don’t know what you don’t know”?  Our goal is to get you “in the know” in regards to your pet’s health and longevity. 

 

Q. What about this online pet first aid course that’s cheaper and doesn’t take as much time?
A. Taking an online pet first aid course is better than nothing, but not much. In the PetSaver course, we practice the skill sets over and over and over so that they come back to you naturally and correctly when faced with an emergency situation.  Just as reading a medical book doesn’t make you a doctor, taking an online pet first aid course will not prepare you in case of emergency.  How much money and time is the health and safety of your pet worth?

 

Q. Do you offer discounts on the PetSaver™ course? 
A. We offer group discounts (10+ paying participants) on the PetSaver course.  And we love to encourage animal adoption so we also offer coupons through local animal rescues/shelters in their new adoption packets.  Contact your local rescue to see if they offer Healthy Paws PetSaver class coupons.

 

Q. Is the PetSaver™ course recognized by any professional pet care industry associations?
A. The PetSaver course is, by far, the most highly regarded course in the industry.  Members of Pet Sitters International (PSI) are required to take the PetSaver course because of the detailed, concise information.  In addition to PSI, the PetSaver course is recommended by these professional industry organizations:  International Association of Canine Professional, PetSit USA, Six Figure Pet Sitting Academy, National Association of Professional Pet Sitters, Association of Pet Dog Trainers, United Animal Nations.

 

Q. What forms of payment do you accept? 
A. We currently accept cash, checks and PayPal.  Please note that any returned checks will be charged a $25 penalty fee.

 

Q. I signed up for a particular PetSaver™ course, but something came up so I can’t make it.  What is the refund/transfer policy?
A. If you signed up for a PetSaver course directly through Healthy Paws, refunds and transfers will be allowed up to five full working days prior to class, subject to a $10 registration processing fee.  No refunds allowed with less than five working days notice, but participant may transfer one time to another regularly scheduled class, subject to a $10 processing fee.  No shows for day of class will be charged the full fee.  Please call Healthy Paws at 310-314-7745 to cancel or transfer a class.

If you’ve signed up for a PetSaver course through a third party provider (ie. Santa Monica College), you will need to contact that provider regarding their refund/transfer policy.

 

Q. What areas of Los Angeles do you serve?
A. With the PetSaver course, Healthy Paws is available to teach all over Los Angeles.   Check out our class page for the current class schedule.


Q.  How can I take one of the other educational classes that you offer?

A.  The PetSaver course is comprised of 3 different classes (Caring for Your Senior Pet-izen, Pet First Aid & CPR and Dental Care for Your Pet) and is regularly scheduled.  If you have a group that is interested in one of these segmented classes, contact Healthy Paws to set up a special class for your group.

Yorkshire Terrier by Vera Kratochvil

General Services

 

Q. Are you available for times other than when I’m on vacation/business trips?

A. Sure!  If your work schedule is crazy, we offer daily walking visits; check-ins for ill or older pets; transportation to grooming or veterinary appointments, etc. 

 

Q. What happens in case of an emergency?

A. All of our sitters are certified in pet first aid and CPR. If your pet becomes ill or is injured the sitter can respond with immediate appropriate action.  We will then contact your vet and transport if necessary.  You will then be notified of the situation.  Your sitter will have an emergency information form with all pertinent information: vet’s name, phone and location; secondary contact names of people you have authorized to make decisions regarding your pet; any special instructions pertaining to the emergency efforts to be made.

 

If there is an emergency with your home, we will first call the appropriate authorities (police/fire), and then contact you or your authorized secondary contact person.

 

Q.  What happens if my pet gets out of the yard?

A.  All pets must wear identification tags while under our care.  We also require that all gates on your property are locked while you are away.

 

Q. My pet has been aggressive in the past; can it still be a client?

A. Pets with a history of aggressive behavior will be evaluated by the sitter to determine the risk of potential problems.  Orientation visits may be needed to help socialize your pet with the sitter.  Your presence will be required for those visits.  If at any time the sitter feels unsafe with your pet, we reserve the right to discontinue service without notice.

 

Q. Do you require that my pet be vaccinated?

A. We prefer that your pet is current on vaccinations and is on some sort of flea prevention.

 

Q. How do I become a client?

A. You schedule a “get acquainted” meeting…the sitter meets you and your pet to determine which services are needed and the service period desired.  You will then complete several forms: Service Agreement; Pet Owner Profile; Pet Profile; Veterinarian Release; and Emergency Information.  At this time we will collect payment in full, and obtain two house keys.

Q. Do I need to sign a contract?

A.  Most of our clients prefer that we visit their pets on a regular ongoing basis, which does require a signed contract.  We can, however, provide services as needed when you have an emergency or an unexpected situation arises.

 

Q. Is my personal information kept confidential?

A.  Yes!  We do not disclose any client information to third parties.  All Service Agreements, Pet Owner Profiles, Pet Profiles, Veterinarian, and Emergency Information forms are secured in a locked file at our office.  Only the pet sitter will have access to your personal information.

 

Q. How are my keys handled?

A. For your convenience and ours, we keep your key for future pet sitting engagements.  All keys are kept locked up while not in use, plus we use a special coding system so your name and address are never with your key.  If you opt to not participate in the Ready Key Program, we can return your key to you for a $25 return fee.  We will not leave your key in a designated location or with another person.

 

Q. What about insurance, bonding, and references?

A.  We are insured and bonded.  Insurance covers theft, loss of a pet, property damage; bonding covers theft only.  Proof of insurance and/or bonding are available upon request as are references.  We are liable only for claims arising from the negligence or willful misconduct of our staff.  Due to the unpredictability of animals, we cannot accept responsibility for unusual mishaps regarding the behavior of your pet. i.e. bites, furniture damage, spills, pet stains, etc.  Additionally, if your pet has access to outdoors, we are NOT responsible for injury, disappearance, or fines.

 

Q. How am I billed and when is it due?

A. 100% of the fee is due at the end of the initial assessment which includes the completion of all forms, and the receipt of two house keys.  Payment must be paid in full prior to service. Currently we accept cash, personal checks, and payment via PayPal.  We do not accept post-dated checks.  Services are not considered booked until all fees have been collected.

 

 

Q. Can I make last minute arrangements?

A.  Yes, but only if you are a current client and we have all your information and keys on file.  We will make every effort to accommodate last minute new clients as time and resources permit, but additional fees may be applied.  For current clients, remember that overnight services book up fast, so please try to book at least two weeks in advance.  We always try to give you the services you need when you need them…it’s important to us that no pet goes uncared for, and no plans are cancelled!

 

Q. What is your cancellation policy?

A.  Cancellations may be made up to two days prior to the first scheduled service date.  After that, a cancellation fee equal to one visit will be charged.  During holiday periods, cancellations may be made up to 10 days prior to the first scheduled service date.  After that, a cancellation fee of 35% of the total reservation will be charged.

 

Q. Can I hire my pet sitter directly?

A. No!  Please do not put our sitters in the uncomfortable position of offering them employment apart from Healthy Paws.  Our sitters are contractually prohibited from soliciting or accepting employment directly from our clients.

 

Q. May I offer my sitter a gratuity?

A. Yes, you may offer it directly to your sitter or send it to Healthy Paws.  We will make sure your sitter receives 100% of any gratuity you pay.

 

Q. What makes Healthy Paws different than other pet sitters?

A.  We’re not just animal lovers.  We are all pet parents, genuinely concerned for the health and well-being of all pets.  We are experienced caregivers, each professionally trained and certified in pet first aid and CPR.  Your pet becomes one of the family, and receives the best care available.  Plus the love and attention so important in maintaining a happy, secure, and well-adjusted pet.

  

 Q.  What is the Healthy Paws Guarantee? 

 A. Healthy Paws absolutely, positively guarantees your satisfaction with every service we provide. Simply make us aware of any dissatisfaction you may have within 15 days of the completion of that service, and we'll make it right. It’s that simple.

 

Q. Are you a franchise? 

A. We get this question a lot!  No way.  We are 100% local!  This is our home, our neighborhood, and we love it!  And as an independent business we can offer so much more than a corporate mandated franchise.  We have the freedom to update, customize, and re-design our services to fit our clientele without any red tape or lengthy approval processes.  Locals serving locals.  It’s what we do.