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HELP CENTER

As part of our ongoing commitment to excellent customer services, we’ve compiled a list of frequently asked questions with their accompanying answers. If you’re looking for additional information - get in touch today.     

WHY SHOULD YOU USE A PET SITTER? 

Taking Note

Pet experts believe that keeping pets in their familiar surroundings helps to alleviate the stress imposed when their owners have to leave home. Pets are then also able to maintain their diet and exercise routine, and enjoy the personal attention provided by a professional pet sitter. This also eliminates trauma of being transported and minimized their exposure of illnesses from other animals.

WHAT SERVICES DO YOU OFFER? 

We offer in–home pet sitting, dog walking, individual field trips, overnight stays , bathing & fragrances, and even other concierge services such as plant care and house sitting! To get a full list of our services click here. 

HOW DO WE COMMUNICATE?

Our leading technology greatly enhances our professional and comprehensive service. We recognize that not every one is tech savvy or experienced. Let us know if you need it, and we will come and get you set up and comfortable using our simple and awesome communications app, otherwise by phone, text and email work great. We will cater to your communication needs. 

WHAT IS YOUR CANCELLATION POLICY? 

A 48 hour cancellation notice is required for a credit to to be applied to future visits. Any cancellation less than 48 hours will not be refunded. No refund will be applied for any cancellation too late to allow for a change in the sitter’s or walker’s schedule. This applies to both regular visits as well as regular visits during holiday periods.

WHAT FORMS OF PAYMENT DO YOU ACCEPT? 

We accept all credit cards, checks and cash when prearranged. Any tips you wish to give your pet sitter are acceptable in cash, left at your home for pick up during the visit. If included in a check payment, it should be noted how much tip is for the sitter. Tips can be charged; however, note that credit card processing fees will be deducted from the amount. In the case of more than one sitter per invoice, tips will be prorated and allocated to each sitter. 

CAN A PET STAY AT A PET SITTER'S HOME? 

If your pet is to stay at a Pet Sitter’s home, food for your pet, kennels, leashes, medicines etc. will be required. Drop off and Pick up can be included in this service.

WHAT DO YOU DO IF MY PET HAS AN EMERGENCY? 

At registration, you will be asked if there are other situations that could constitute an emergency in your home that we should know about, and how we should address it.

1. We will try to contact you, the pet owner. If no contact, we will attempt to contact your emergency backup.
2. For medical emergencies, we will contact the family veterinarian, with the owner’s permission, granted at registration.
3. If the family vet is not available, we will contact an emergency veterinarian and follow their direction.

By registering with Kukua K9, you authorize the following:
  A). In case you cannot be reached in a timely manner, Kukua K9 to approve medical emergency treatment recommended by the veterinarian.
  B). Kukua K9 to purchase foods, medications or related items recommended by the veterinarian.
  C). Reimbursement of all expenses incurred during the emergency, including reasonable sitter time and expenses.
 

HOW DO YOUR PET SITTER'S ACCESS MY HOME? 

 Kukua K9 requires uninterrupted access to the house. Lock boxes assure that a key will be available on site for any sitter filling in for scheduling conflicts or emergencies, providing peace of mind and efficiency. Lock boxes must allow for at least a four–digit code (one will be assigned by Kukua K9 ; be hung from a doorknob or attached to a wall. It can be hidden anywhere on your property that is easily accessed by the sitter(s). We will provide one if desired for a cost of $25, reusable for any reason. In the unlikely event that a house lock malfunction occurs, the access key is unavailable, or the key provided does not work we will notify you and leave the premises. You will need to contact us via email to reschedule a return visit. There will be an inconvenience fee of $50 billed to the account.  

WHAT ARE THE PAYMENT OPTIONS?

Enter your answer here. Be thoughtful, write clearly and concisely, and consider adding written as well as visual examples. Go over what you’ve written to make sure that if it was the first time you were visiting the site, you’d understand your answer.

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