FAQs

Our FAQs are provided to help potential clients, who are considering hiring a professional pet care company, make the best, most educated decision possible. Take time to research pet care providers to determine the best fit for you and your pets. No two pets, no two pet parents, no two pet care providers are alike. We will never pretend to be an appropriate fit for every pet parent, but we will always be direct and honest in our approach.

Please reach out to us any time you have questions regarding expectations, policies, or costs.

All employees undergo a rigorous vetting process including a nationwide criminal background check. We are bonded and insured and covered by workman’s compensation for your protection and ours.

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We accept all major credit cards and debit cards. Invoices are due four days prior to the beginning of service.

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Our cancellation policy requires that all cancellations initiated by the client must be submitted and confirmed in writing in one of three ways:

  1. Through the Client Portal
  2. By email
    1. Sent to laurie@tranquiltrailspetcare.com
    2. Through the Contact Us page
  3. By text message sent to 484-597-0003

Dog Walking

If you no longer need a scheduled visit and you forget to cancel, you will be charged the full price of the scheduled visit.

At least 24 hour notice is required to cancel at no charge. If you cancel with less than 24 hours notice, you will be charged a 50% cancellation fee.

Pet Sitting

You are responsible for the full cost of the planned service if you cancel any portion of the Scheduled Service Period (e.g., ending the Service Period early). Refunds for pet sitting services will be provided as listed below (percentages apply to the entire Service Period):

  • No refunds if notice of cancellation is seven (7) days or less before the scheduled start of services;
  • 80% refund if 8 to 14 days before the scheduled start of services;
  • 100% refund if notice of cancellation is more than 14 days before the scheduled start of services.

Cancellation of visits on a holiday will be forfeited; No Credits or Refunds will be given.

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In the event of pet illness or another medical emergency, we will attempt to contact your primary veterinarian. If we are unable to reach your primary veterinarian, we will contact your alternate veterinarian provided in your pet’s profile. If both of the specified vets are unavailable, the pet will be taken to the closest vet or Emergency Care.

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Our cancellation policy requires that all cancellations initiated by the client must be submitted and confirmed in writing in one of three ways:

  1. Through the Client Portal
  2. By email
    1. Sent to laurie@tranquiltrailspetcare.com
    2. Through the Contact Us page
  3. By text message sent to 484-597-0003

Dog Walking

If you no longer need a scheduled visit and you forget to cancel, you will be charged the full price of the scheduled visit.

At least 24 hour notice is required to cancel at no charge. If you cancel with less than 24 hours notice, you will be charged a 50% cancellation fee.

Pet Sitting

You are responsible for the full cost of the planned service if you cancel any portion of the Scheduled Service Period (e.g., ending the Service Period early). Refunds for pet sitting services will be provided as listed below (percentages apply to the entire Service Period):

  • No refunds if notice of cancellation is seven (7) days or less before the scheduled start of services;
  • 80% refund if 8 to 14 days before the scheduled start of services;
  • 100% refund if notice of cancellation is more than 14 days before the scheduled start of services.

Cancellation of visits on a holiday will be forfeited; No Credits or Refunds will be given.

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We accept all major credit cards and debit cards. Invoices are due four days prior to the beginning of service.

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Tips are never expected but always appreciated. 100% of the tips go directly to your sitter. Treat our service as you would treat any other service. Pet sitters are thrilled to receive monetary appreciation for a superior effort. Some clients tip only at Christmas, some a few dollars each visit, some give gifts or just do nice things for the pet sitter.

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We only hire responsible pet professionals. We are EXTREMELY picky about who works for Tranquil Trails Pet Care. To help our staff do their job properly, we use industry-leading scheduling software that shows visit start and end times. It also uses GPS to track and display walk and pet-taxi services. Once the visit is completed, you will receive a Visit Report Card that will include photos of the visit and notes about how it went. You will be able to rate your dog walker/pet sitter’s service from the Visit Report Card.

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No. All appointments and schedule changes MUST be made through the office by logging into the Client Portal, making the request through the Contact Us page or calling or texting us at 484-597-0003. If you do not make reservations through the office, then neither you nor the pet sitter will have the protection of your liability insurance and there will be no guarantee that the visit will be scheduled.

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We will always make every effort to accommodate all dog walking and pet sitting requests. Generally, one week notice is adequate notice to ensure availability for most requests. Please get Holiday requests in as soon as possible to ensure availability. We strive to accommodate last minute requests, however, we can’t guarantee that we will be able to get you on the schedule with short notice. 

For new clients we require a minimum of one (1) week’s notice to allow time to set up a FREE Meet & Greet Visit and schedule services. Please try to book as far in advance as possible.

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We carry a liability insurance policy that protects you from financial loss in the event that we are liable for accidents that occur while caring for your pets. Any responsible professional business should carry liability insurance. Our dishonesty bond is there to give you peace of mind that you will be reimbursed in the event of theft from your home. It’s crucial to make sure anyone you hire to work in your home carries a dishonesty bond.

During our Meet & Greet, we will provide you with copies of our insurance policy and bond.

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All new staff must consent to a nationwide criminal background check. We require three to five references and thoroughly interview our staff for professionalism, positive attitude, genuine interest and knowledge of dogs and cats and overall pet handling abilities. We hire only professional and respectful adults with professional track records who would best represent our team. We require our staff to have reliable transportation; a reliable smartphone with daily internet and email access, and text messaging. Our employees are required to quickly develop a thorough understanding of our company policies. All staff members are insured and bonded. Our staff is trained to meet our standards. It is our policy to follow all applicable state leash laws and dispose of pet waste on every walk and at every drop-in visit. Dog walkers and pet sitters are required to go through one-on-one training and supervised visits before being allowed to take on visits alone.

We only hire employees, not Independent Contractors, to walk and pet sit. All staff must read and agree to our Employee Manual and go through our training.

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We’re like the postman, rain or shine, sleet or snow, we’ll be there. We will not walk if there is a torrential downpour, hail, or dangerous lightning. We don’t want to put your dog or our walkers at risk. We also have to take into consideration how your dog feels about walking in the rain. Some love it, others want no part of it.

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The safety of your pets and our staff is crucial. All staff members are required to attend monthly safety training on a variety of topics including:

  • Canine Body Language.
  • How to approach a dog.
  • What to do if approached by an off-leash dog.
  • How to avoid a dog bite.
  • How to advocate for dogs.
  • And more.

We do not:

  • Allow dogs off-leash.
  • Allow contact with other dogs.
  • Go to dog parks.
  • Walk more than two dogs at a time. (See Tranquil Trails Hikes for an exception to this.)

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No. We provide individual attention and care to each of our pet clients. We will only walk more than one dog when they are from the same home.

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While we are not dog trainers and do not provide dog training services, we can certainly help your dog learn to walk correctly. We use a clicker and treat reinforcement to improve walking on a leash. The majority of dogs that are learning to walk properly on a leash do best when on a consistent walking schedule of at least three days a week.

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A well-exercised dog is a happy dog and is, therefore, less likely to display destructive behavior in your home. Also, providing a stimulating break during the day can help alleviate separation anxiety and provide a much needed potty break. If you are gone most of the day, mid-day walk offers that much-needed attention when you are away.

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While you’re gone, we will make sure your house is secure and looks like someone is home. We will:

  • Secure your home upon entering and departing.
  • Check on the overall security of your home.
  • Pick up mail, newspapers, fliers, and packages.
  • Alternate lights and blinds.
  • Take out the trash on trash day.

Additionally, we have a policy that NO other people or pets are allowed in your home while you’re gone. Our Pet Care Specialists are the only ones covered by our insurance. Sharing services and bringing other people or pets into your home while you’re away severely impacts the security and safety of your home and your pets, and voids our liability if a problem arises.

Our key management system is secure and discreet. We label your keys with a four-digit code that doesn’t link it to your address.

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You must decide what is right for you and your pets. We do a minimum of two (2) visits per day and as many as five (5) visits per day. Most people request three (3) visits each day. It depends on your pet’s needs and your comfort level.

We require a minimum of two (2) visits per day for dogs and one (1) visit per day for cats and small animals.

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All of our prices have been adjusted to include care for one (1) pet. We never charge extra for administering medications, weekend visits. Our Drop-In Pet Sitting rates including feeding, fresh water, watering plants, bringing in your mail, newspaper, and packages, and cleaning the yard. Our initial Meet & Greet is always FREE! These factors make our prices the most competitive in the area for the quality of service you receive.

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Our goal is to have a primary sitter for each client. It’s important for the sitter to develop the relationship with our clients as well as bond with their pets. However, if there is an emergency or your primary sitter is booked, we will send a backup sitter in their place. We are always more than happy to set up another Free Meet & Greet with the backup sitter.

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Most independent pet sitters do not offer the reliability, coverage, or security you get when you hire a professional pet sitting company. With Tranquil Trails Pet Care, you are getting a professional company, excellent customer service, a team of experienced, vetted, and background checked pet sitters and peace of mind that we are insured and bonded.

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To establish a healthy, long-lasting relationship with you and your pets, we require a free Meet & Greet that takes between 30 and 90 minutes, depending on the services requested and your needs. The purpose of this visit is to meet you and your pets and discuss a pet care plan. We will complete the necessary paperwork, answer questions, get two copies of your keys and test them to ensure that they work, and tour your home while discussing detailed instructions on how to care for your pets. This required meeting will be held at least 48 hours before service begins.

Before we meet, we will call you to go over the structure of the Meet & Greet so that you know what to expect and you’ll have an understanding of the procedures we will ask you to follow to start off on the right track and ensure a successful meeting, especially when meeting dogs.

We always start our Meet & Greet with dogs on neutral territory. We ask that you bring your dog outside approximately five minutes before the start of our meeting. When we arrive, we will not acknowledge your dog. We will not make eye contact, speak to it, touch it, or approach it. This process is very important for your dog’s comfort. We will ask you to take your dog for a short walk. We will walk next to you while we talk and after a few minutes we will take the leash and continue to walk for a little bit. During this time we will begin to interact with your dog as it approaches us with a calm demeanor. We don’t interact while a dog is excited or aroused because it reinforces this behavior.

After the walk, we will tour your home and continue to talk about the services that you’re interested in and gather information about all of your pets. The meeting will end once we have agreed on services, signed the required paperwork, and received two copies of your keys.

All pets must be at the Meet & Greet or it will be canceled and there will be a $25 charge for rescheduling the Meet & Greet.

Additional Consultations are scheduled subject to owner and staff availability. 

Subsequent 30-Minute Consultations At Client’s Request    $25

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We have an emergency backup plan in place for our team using a buddy system. Every client has a primary and secondary team member assigned to them in case of emergency. If your primary Pet Care Specialist cannot visit due to an emergency or illness, your secondary Pet Care Specialist will be there for the visit. 

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We go the extra mile to hire the best pet sitters, provide industry-leading scheduling software, and provide the care your pets deserve so you can go guilt free. We love our pet clients, and if our service is not right, we will make it right!

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We carefully select all of our Pet Care Specialists. They go through a rigorous screening process. They are mature, responsible adults with a devotion to animals. Each one must pass a thorough background check. Your assigned Pet Care Specialist will come to meet you at the Meet & Greet. We want you and your pet to develop a relationship with your Pet Care Specialist so that both of your will be comfortable. We attempt to have the same Pet Care Specialist care for your pet each time. 

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We care for all domestic pets kept in your home, including dogs, cats, birds, snakes, rabbits, guinea pigs, hamsters, fish, etc.

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You can get started in several ways. 

  1. You can create a client profile in our secure Client Portal. The Client Portal is through Time to Pet, an industry-leading scheduling software. 
  2. You can contact us through the form on our Contact Us page.
  3. You can call or text 484-597-0003. 

If you’re interested in pet sitting, let us know your travel dates, when you’ll need visits, and whether your looking for drop-in visits or overnight visits. Overnight visits have limited availability.

For daily dog walk clients, please indicate what days of the week and time you would like your dog walker to come each week. Your options are Early Morning, Morning, Early Afternoon, Afternoon, and Evening. 

Regardless of the method you choose, we will respond to your request as soon as possible. Please understand that we don’t respond while we are with a client because our attention is focused 100% on the client that we’re serving. 

Thank you for your understanding and patience!

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All employees undergo a rigorous vetting process including a nationwide criminal background check. We are bonded and insured and covered by workman’s compensation for your protection and ours.

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