FAQ

If you want to know more about a specific Pet Patrol 365 solution, please contact us and we’ll email you your choice of leaflets.  In the meantime, here are some of the usual questions and answers:

Q: What is a pre-visit?

A: Basically it’s a free, 30 - 60 minute home visit. It’s an ideal opportunity for you and your pets to meet us and to work out the time and care you want us to provide. The visit will also include:

  • An extensive checklist to record your pets exact requirements, covering details such as normal daily feeding, sleeping and exercise routines, vet details and any medication.
  • A run-through of Pet Patrol 365’s client and veterinary references, insurance documentation and police checks.
  • An opportunity to discuss how our pet care solutions can best meet your needs.  

Everyone must have a pre-visit before booking any of our solutions. Pet Patrol 365 can’t look after your pets or other animals until this has taken place. Book a visit soon – it’s free and won’t take up too much of your time.

Q: Are you insured?

A: Yes. Our insurance covers Pet Patrol 365 to professionally walk dogs and care for your pets and other animals. We’re covered by Cliverton and the policy covers public liability*, care, custody and control of your pet as well as loss of keys and lock replacement. We are licensed to walk a maximum of 6 dogs at any one time.

* We are not covered for pets that are licensed under the Dangerous Wild Animals Act 1976 and 1984.

Q: What areas do you cover?

A: Our main areas of operation are Ashdown Forest, Ashurst Wood, Blackham, Coleman's Hatch, Cowden, Chuck Hatch, Dormansland, Dormans Park, East Grinstead, Forest Row, Hammerwood, Hartfield and Upper Hartfield, Holtye, Lingfield, Withyham and surrounding areas.

Please contact us to check whether we cover your area.

Q: Can you provide references?

A: Yes, all references, including ones that appear on the website can be viewed in their original format.

Q: What do you do in case of emergency?

A: We always discuss this at our pre-visit and make sure we know exactly what our clients want us to do if anything happens while we are caring for their pets.

This includes having a secondary contact like a parent, friend or neighbour and contact details for the veterinary practice where your pet is registered. In the event of an emergency we’ll assess the situation and call you to discuss.

If we can’t get hold of you and medical attention is required, we’ll take your pet to your nominated veterinary practice or, depending on the circumstances, the nearest veterinary practice. Our dog walkers are experienced in first aid.

Q: What security measures do you have in place?

A: We take security seriously and have a number of measures to protect your home and pets.

Short Term Bookings: Keys should be provided at the pre-visit. If we have to collect keys at a later date, a charge for each journey will be made. Keys are returned at the end of each booking when the balance has been paid. Full terms and conditions are available at the pre-visit meeting.

Regular Bookings: Pet Patrol 365 will retain a set of keys. This is advisable just in case you are delayed getting home or are called away in an emergency and we have to make extra visits.

Keys: When not in use, keys are held in a fixed safe with an electronic combination lock. Address or telephone numbers are never attached to the keys and the identifying codes are kept in a separate location.

Q: How much do you charge?

A: Our solutions are tailored to be exclusive to you. We offer a free initial pre-visit consultation in your own home followed by a no-obligation, all-inclusive quotation for the solutions you choose with no hidden extras.  Full terms and conditions are available at the pre-visit meeting.

Q: Do you have a cancellation policy?

A: At the time of booking we will ask for a non refundable deposit - this helps secure the dates you've asked us to come and care for your pets. Full terms and conditions are available at the pre-visit meeting.

Q: How much notice do you need from me to access your solutions?

A: Provided you have had your pre-visit, you should email or call us to check our availability and if we can help, we will. However, we can’t guarantee to meet your needs at short-notice and advanced booking is always recommended.

Q: Where do you walk the dogs?

A: Dogs are walked in varying locations to keep the walks interesting and fun.  We have access to privately owned land which contain fields, rivers, streams, ponds, and wooded areas. We also enjoy the stunning public walking areas that surround us and are officially licensed and approved by the Conservators of Ashdown Forest to walk up to a maximum of 6 dogs on Ashdown Forest at any one time.  We also offer exclusive dog walking direct from your home.

Q: How many dogs do you take on a walk?

A: For group walks we are licensed to walk a maximum of 6 dogs per handler and, ensure the dogs are fully supervised with plenty of interaction. For solo walks direct from your home we offer complete one-to-one exclusivity to your dog.

Q: Do you only accept well-trained dogs?

A: No. In fact one of the reasons why people choose Pet Patrol 365 is that our walks often help with training. Many owners have noticed an improvement in their dog’s behaviour after walking. However, we will only accept sociable dogs with no history of dog-to-dog or dog-to-handler aggression. We also offer training sessions for dogs and their owners, so do email or call us to find out how we can help you.

Q: Will I meet my dog walker/pet carer?

A: Yes. Before your dog is taken on their first walk or your pet is looked after, we will meet with you and your pet in your home for a pre-visit.

A pre-visit is basically a free, 30 - 60 minute home visit. It’s an ideal opportunity for you and your pets to meet us and to work out the time and care you want us to provide. The visit will also include:

  • An extensive checklist to record your pets exact requirements, covering details such as normal daily feeding, sleeping and exercise routines, vet details and any medication.
  • A run-through of Pet Patrol 365’s client and veterinary references, insurance documentation and police checks.
  • An opportunity to discuss how our pet care solutions can best meet your needs.  

Everyone must have a pre-visit before booking any of our solutions. Pet Patrol 365 can’t look after your pets or other animals until this has taken place. Book a visit soon – it’s free and won’t take up too much of your time.

Q: Do you pick up after the dogs?

A: Yes. We take the policy of “scoop the poop” very seriously. Our dog walkers carry bags with them and will pick up after your dog (where appropriate) whilst in our care.

Q: How many times a day can you pop-in?

A: As many times as you like. We will only confirm a booking after a pre-visit consultation has taken place and where an animal is attended to at least once a day. Full terms and conditions are available at the pre-visit meeting.

Q: How long do pop-in visits last?

A: Visits last around 15-20 minutes which provides plenty of time for feeding, watering, administering medication, cleaning litter trays, games, cuddles and comfort breaks.

Q: Can you give my pets their medication?

A: Yes, including insulin injections.

Q: Do you only walk dogs?

A: No, Pet Patrol 365 offers home visits (feeding) for cats and other small animals such as rabbits, birds, fish and so on. Click here for further information. We can also cater for more unusual species, so do email or call us to find out how we can help you.

Q: Do you let dogs off the lead?

A: Yes, but only if they have a reliable recall. All dogs need exercise to keep fit and healthy. Their exercise needs change with age and vary depending on their breed and size. Off lead free running is essential to utilise muscles that aren’t worked whilst being lead walked.  

To exercise your dog off lead we must obtain your written consent (this is set out in our terms and conditions).

Q: Do you offer any of your pet care solutions at weekends and after hours?

A: Yes, please get in touch to discuss your needs. Pet care (for all animals) scheduled on a Saturday and/or Sunday is charged at x 1.5 the standard rate. In addition, pet care (for dogs) scheduled after 6pm Monday-Friday is charged at x 1.5 the standard rate. Full terms and conditions are available at the pre-visit meeting.

Q: Do you have bank holiday surcharges?

A: Yes. Pet care scheduled on Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve, New Year’s Day, Good Friday, Easter Sunday and Easter Monday are charged at x3 the standard rate. All other Public Bank Holidays are charged at x2 the standard rate. Full terms and conditions are available at the pre-visit meeting.

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