FAQ

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

Q: What is a discovery consultation?

A: Basically it’s a complimentary, 30 minute home consultation. 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 discovery consultation 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 discovery consultation 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 discovery consultation soon - it’s complimentary 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, Chelwood Gate, 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. In addition, we can put you directly in touch with clients to find out how they benefit from our services. 

Q: What do you do in case of emergency?

A: We always discuss this at our discovery consultation 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 handlers 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 discovery consultation. 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 discovery consultation.

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 complimentary discovery 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 discovery consultation. 

Q: Do you have a cancellation policy?

A: Yes, for dogs we operate a retainer policy when services are temporarily not required.  For cat and small animal feeding a non refundable deposit is taken at the time of booking - this helps secure the dates you've asked us to come and care for your pets. Full terms and conditions are available at the discovery consultation.

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

A: Provided you have had your discovery consultation 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 the adventures with the dogs take place?

A: Dogs are walked in varying locations on Ashdown Forest to keep the adventures interesting and fun.  Any business operating on the Ashdown Forest for commercial gain requires a licence. We are licensed and approved by the Conservators of Ashdown Forest.

Q: How many dogs do you take on an adventure?

A: For group adventures we are licensed to walk a maximum of 6 dogs per handler and, ensure the dogs are fully supervised with plenty of interaction. 

Q: Do you only accept well-trained dogs?

A: We will only accept sociable dogs with no history of dog-to-dog or dog-to-handler aggression. All dogs undergo a trial period and are subjected to vigorous temperament and obedience testing to qualify.  It is paramount that the dogs selected are a great fit for the team.  We also offer training sessions for dogs and their owners (these are only available for dogs booked on weekly adventures). Please contact us to find out how we can help you.

Q: Will I meet my dog/pet care provider?

A: Yes. Before your dog is taken on their first adventure or your pet is looked after, we will meet with you and your pet in your home for a discovery consultation.

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

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

Q: How long do TLC visits last?

A: Visits differ depending on the type of service booked.  Our services can be tailor made to suit the individual needs of your pets (feeding, watering, administering medication, cleaning litter trays, games, cuddles and comfort breaks etc.). Please enquire for further information.  

Q: Can you give my pets their medication?

A: Yes, including insulin injections every 12 hours.

Q: Do you only walk dogs?

A: No, Pet Patrol 365 also offers 5 star luxury cat care in your own home. Click here for further information. 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 discovery consultation.

Q: Do you have bank holiday surcharges?

A: Yes. Pet care (for all animals) 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 x2 the standard rate. All other Public Bank Holidays are charged at x2 the standard rate. Full terms and conditions are available at the discovery consultation.

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