Frequently Asked Questions

Winter Park Paws has compiled the following list of the most frequently asked questions for our services. We have also included general information through experience that we find helpful. This list is always being updated and if your questions are not answered here, please feel to contact us via email at Winterparkpaws@gmail.com so we can get you the answers you need and update this list for others to see.

 

Why should I choose Winter Park Paws as my pet care provider?

At Winter Park Paws, we stand by our mission. We are minority owned, women-led, locally and family owned-operated business that welcomes all! We are fully licensed, bonded and insured as well a BBB accredited business. We are highly rated and still have our original clients since we started business. Your pet will remain in his or her familiar environment where they are most comfortable, secure and follow his or her customary diet and exercise routine. Your pet is not exposed to illness or safety issues potentially caused by of other animals. Most importantly, your pet receives lots of love, personal attention and dedication while you are away. You will be able to work, travel, run errands, go out for fun and not have to stress anymore about your pet not being taken care of in your absence. Our pet professionals have been thoroughly trained and are certified in Pet CPR/Pet First Aid. Our sitters are completely backed up by one of our other caretakers in case of an emergency or illness. Employees have passed a background check and are under the bonding and liability insurance.


Where are you located and what is your service area?

We are located in Winter Park, FL 32792 off of Howell Branch Road. Service is performed in our clients homes only.

We service up to 8 miles from zip code 32792, both Seminole and Orange county.


What hours do you provide services?

Our office hours are 8:30am-6:00pm Monday-Friday.

407. 900. 9063

Pet Sitting and dog walking visits are generally between 8:00 am to 9:00 pm. Overnight visits are also available from 8:00 pm to 8:00 am.


Can I book online?

Yes! Please visit New client or existing client portal to book services. Services are subject to availability and are pending approval after request.

Do you work weekend or holidays?

Yes. Please note that we are currently closed on the weekends per the website and in that case we handle weekend service requests on an individual basis and differently than weekdays. We review requests and determine if they fit our weekend care requirements. Weekend and holiday care must be requested with proper notice of a minimum of 48 hours request and are subject to approval. Please know that we are not "on call" weekends or holidays.


What do you do on a drop-in visit?

Though a quick relief can be performed, drop-in visits are intended for spending TLC time with your pet in your home. Love and play time is our specialty. While spending time with your pet and per your request, we can perform tasks inside your home while you are away such as preparing and serving your pets meals per your instructions, medication given if needed per your instructions, cleaning and sanitizing a litter box, watering plants, turning on/off lights, closing/opening blinds, and taking in the mail and newspaper Lots of TLC.


If my pet has an accident, do you clean it up?

Yes, we will do a walk through to check for accidents. We will clean up after your pets to the best of our ability. If your pet is prone to accidents, we will ask you to book additional time for us to be able to clean up the messes and give your pet the time he/she deserves for their walk.


Do you pick up my dog’s waste when you are walking or during a yard relief?

Yes, we always pick up on walks but during yard let outs, it is per your request. If you would like a full pet waste yard clean up during your visit, you may add it on for an additional fee for added time and labor.


How long are your visits?

All services performed by Winter Park Paws are scheduled as follows: 10-15 minutes, 20-30 minutes and 60 minutes. The visit time begins when we enter your home and ends when we your doorstep. The outside time and walk distance can vary for each pet depending on their specific needs. Our goal is to follow the owners' routine as best as possible and maximize the amount of outside time as weather permits.


Do you always visit at the exact times I request?

We try our best to meet everyone’s needs but we ask you to be flexible with your request. We book your visits within a 3-hour time frame/window (Morning, Midday, Evening) and we will be there during that time frame. When you speak with us, let your preferences be known but know that flexibility is the key. Our goal is to give you and your pets the best possible care. Although it may be your preference to have someone visit your pets at 7 a.m. or 12 p.m sharp every day during your absence, we have many other clients to serve as well. We set our visits according to route, pets' needs, drive time. At any time, unforeseen circumstances may arise that would prevent your pet sitter or dog walker from arriving at the exact specified time. Rest assured though, we will always do our best to see to it that your needs and preferences are met.

If you would like to request an exact time, you can do so for an additional fee of $5 which will be added to your bill per visit. If time of visit is critical, please let us know.


How and who do I contact for bookings and cancellations?

All bookings and cancellations should be booked through New Client Portal or Existing Client Portal. Your visits will NOT be covered under our liability insurance if you do not book through one of the options above.


Will I have the same walker/sitter every visit?

We prefer to have the continuity of the same pet sitter each time for your peace of mind and your pets. However, if the sitter is not available then a fully informed substitute sitter or manager will be available to care for your pets as normal.


Is the meet and greet/consultation free?

Yes! Our 30 minute to 1 hour consultation is always FREE. We like to be thorough and make sure we get every detail at no cost to you.


What is a meet and greet for and do I have to do it?

Yes, it is a requirement. We do many things during a meet n’ greet. A meet n’ greet is our way of getting to know you and your pets so that we can do the best we can while you are away. It is our time to ask questions, gather important details and information about your home, your pets lifestyle, their health, feeding instructions, temperament, needs and your wants… It is a time for you to give us all the information we need to complete our visits successfully, just how you would do it. During this whole process, which is fairly a breeze, we provide you the simple yet important paperwork which we go over thoroughly with you and we are able to determine if we are a good fit for one another and your pets.


What information do I need to provide during the initial consultation?

We request that you have on hand proof of vaccinations including rabies, which must be up to date.

We also need 2 keys (see below), codes to doors and/or garage. The sitter has one key and the other key is kept in a secured location at the office in of an case of emergency.


Do I have to provide 2 keys?

Most clients do give us 2 keys. Remember we are bonded & insured. If you want to avoid the pickup and drop off charges and are against giving us keys, we can provide you with a lock box during the consultation. Please request this service before consultation. During the consultation we will come up with a plan as to where the lock box will be attached and at that time we will put your key in it. The cost for this program is a one time fee of $25.

We will not provide you with the code so as to ensure the key will always be there when we arrive.


I live in a secured building that uses key fobs for entry. How do you handle this?

Due to our schedule we are not able to wait for the front office to let us in the building and escort us to your home everyday. If a fob is required for entry to you building, elevator, exterior doors and entry to your home, then you must provide us a key fob at your cost for entering and exiting the building to perform duties. If there is another option, please get with us to set a plan.


What happens in an emergency with my pet?

During our consultation you will be provided with the necessary form that authorize us, Winter Park Paws LLC, to take your pet to your veterinarian or an emergency vet to receive the care they need in the vent they have an emergency. We go over our emergency plan during our consultation.


Can you let me know how my pet is doing during your visit?

Yes, we absolutely can and do as it is included in our service. We use an advanced Pet Sitting Software which provides you with real-time updates, such as photos, GPS, messaging, and end of visit report cards. You are in the know every step of the way.


Do you charge Holiday fees?

Yes, we charge $4 per day on Holidays. This is a way for us to reward our dog walkers/pet sitters who are giving of their holiday time.

Please see our “Holiday Surcharge Fee Dates.”


How is the payment method accepted?

As the preferred payment method, we accept MasterCard, Visa, Discover and AMEX via our pet sitting software which processes payment via Stripe.

Your credit card will be charged 1-3 days before your visits begin, except for holiday and vacation bookings, we charge 5 days in advance. Please make sure you add your credit card is on file 3-7 days before your visits begin.


Are you Licensed, Bonded and Insured?

Yes. We are licensed and we carry liability insurance and bonding through Pet Sitters Associates LLC.

We are also BBB Accredited, members of Pet sitters Associates LLC, PetSitUSA and Professional United Pet Sitters LLC.


Will I get a refund if I leave home later than expected?

No refund will be given if you leave home later than expected. Please understand that we have made time for your visits and may have turned other people away to allow time for your pets visits.


Will I get a refund if I arrive home earlier than expected?

No refund will be given if you arrive home early. Early Returns & Last minute Changes: It is not unusual for trip plans to change at the last minute but please understand that Winter Park Paws carefully schedules our time to service you and our other clients and we have made time for your visits and may have turned other people away to allow time for your pets visits.


Do you have a satisfaction guarantee?

Yes! We guarantee that you and your pets will receive the best service every single visit as our standards are set very high. If you are not 100% satisfied with the service that was provided, we will be happy to address your concerns. We believe in building long last client relationships, so we are only satisfied when you return home and you and your pet are happy.


May I leave a gratuity for my dog walker/ pet sitter?

Absolutely! We much prefer you to leave cash for your sitter at your home and leave a note so they are aware it is for them. You may also add a gratuity to your bill. Gift cards are also a great idea if you would like. Any gesture to show you appreciate your pet caretaker is appreciated.

Please be aware that gratuity is not meant to be given to then be used to cover future services in any event.


How many pets are included in your price?

Two pets are included in the price per household. There is an additional $4 fee per visit for 3 or more pets per household.


What is your cancellation policy?

Services may be cancelled for any reason, at any time, no questions asked. Pet Sitting Company reserves the right to charge a cancellation fee of 100% of the scheduled visits for services cancelled with less than 24 hours' notice prior to the scheduled service. Please understand that we have made time for your visits and may have turned other people away to allow time for your pet visits.


What type of pets do you care for?

Friendly and non-aggressive Dogs, Cats, Birds, Fish, Turtles… If you have any pets that may not be mentioned and are friendly, please contact us.


Do you have a weight limit or breed restrictions?

No. We accept dogs of any weight as long as they are friendly, non-aggressive and are well behaved such as no biting. We also do not discriminate upon breed. All are welcome. During our meet and greet we will observe your pet to make sure we are a good fit for your pets and at that time we will determine whether or not we fit your needs.