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FAQ & OUR SERVICE INFO

Making Payments

PayPal or Direct Deposit works best for payments.

Our preference for Payment is by DIRECT BANK DEPOSIT (from your Bank to Our Bank)

Direct Deposit Details

Name of account:    Pet Sitters Australia Pty Ltd

BSB Number:           062651

Account #:               1019 4225

When paying by Direct Deposit - Please ALWAYS email a copy of receipt/payment confirmation to: kerry@petsitaus.com.au

Paying by Credit Card etc - then:

PAYPAL if you are wanting to use your Credit Card.

(Credit card or PAYPAL use will attract a 4% additional fee - as we are charged and only pass on the costs of processing)

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BANK DEPOSITS can be done online from your Internet Banking provider – or in your local bank branch if you have the correct details.

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If you are making a payment this way – we provide you with our Direct Deposit details on your quote with all relevant details on how to do this. (we can resend these to you on request if you ever get stuck!

(We are careful about on line security and also ensure our privacy and security on line and therefore do not provide on line at this time – only sending these to known customers of PSA)
PLEASE  - When making your payment:
Please use your NAME in the “Description of payment to PSA
Email or post us at PSA a copy of your receipt (to confirm/verify payment with us)

I WOULD LIKE TO HAVE MY VET CALLED IF THERE ARE ANY ISSUES

We understand and we have created a section in our booking form where you can give us guidelines to care - including who you vet is - their details and what sort of issues might be highlighted for attention or escalation while your pets are in our care

COVID-19 - do you have any protocols that need to be followed?

28/5/2020 - Covid-19 Udate: - We can take bookings & book carers if they are available

we do have protocols to help keep everyone safer so please check out our protocols in this FAQ section:

Covid-19 -Protocols for care and safety to be followed by clients and carers

The safety, care and welfare of our Pet Sit Aus (PSA) carers and clients and pets is paramount and we have the following protocols that can help ensure the safety of all

Existing Clients - when Carer have keys already   (often using regularly repeat carers)

 
When carers already have Client Access Keys (For access for work to be performed) then - engagement for care is simplified as no contact client engagement and handover is simple - clients to clean surfaces to remove possible presence of Covide on surfaces prior to carers arriving - Carers to clean all touched surfaces on their final visit as well  (Client please provide appropriate cleaning products for this purpose)

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Existing Clients and New Clients who need keys collected &/or Orientation & Handover meetings done

Existing Clients with repeat carers - No Keys - When carers don't have Client Access Keys - but has performed work at a known address with pets they know, and the client has given good written instructions - then - we can do con-tactless key arrangements ( i.e Clients can drop off to a Carers nominated drop off point - or pick up from your location - (Key collection fees may apply)  

New Clients - where Key Collection &/Or Orientation for place and pets is required - If a care is new to your pets care and home, or there are significant changes or handovers required - then an orientation/key collection process would need to be in place .

Protocols as guided by health authorities will always apply - Including but not limited to - social distancing, hand sanitizer, frequent hand washing, masks and other PPE etc - may need to be engaged - it is probably best that we discuss this closer to the time to clarify based on govt time based requirements.

However - it must be noted that no matter what style of engagement is required, all homes where carers must conduct work and pet care - should be cleaned appropriately to remove all possible Covid-19  surface contamination prior to any pet care services carer attending the client site.

IS PET SITTERS AUSTRALIA RELIABLE, PROFESSIONAL AND SAFE?

Yes - we are!

• We have been operating (as individuals) for since the mid 1980’s – over 30 years.

• Pet Sitters Australia holds a an Insurance Policy for its carers and all carers have a complete Police background check, a full reference check and many hours of training prior to being allowed to work within out Carers network.

• We are insured for Public Liability and negligence issues whilst on your property.

• We are members of  PetSitOz and

• Due to our Animal Rescue (pet Rescue) work, we are well known in many Animal Welfare circles and to most veterinarians, pet supply shops and groomers in the inner west and Blue Mountains areas of Sydney.

• We can supply you with a long list of relevant references.

IS ‘IN MY HOME’ PET SITTING RIGHT FOR ME AND MY PET?

We discovered that it was right for our own pets and for many of our customers because of the pet’s deep need to remain in their own familiar environment.

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If you are unsure about having your pet sat at in your own home, we are happy to talk through your concerns.

We understand how important it is to know up front what to expect and we are happy to meet you in your home to discuss any concerns you may have, this first visit, is at no cost and no obligation to you.

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Like you, we want the best for your pet too and will work with you to achieve our goals.

WHAT IS INCLUDED IN PSA’S SERVICE/COST?

Once we meet with you and work out what you want done, we can perform the following tasks during our in home pet sitting times:

* We do not charge for an initial interview.

* Mailbox clearance

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If requested and given instruction on the following - we can do this too!

* The rotation of lights/radio/TV,

* Removal of litter like newspaper, flyers etc from the front of properties

* Regular turning on of your car engine * Checking on any of your vehicles left on property/street

* following up on newspaper cancellations or collecting them in your home for you to read upon your return * watering of plants inside/outside (limits based on amount of watering , location of plants, and duties that would be affected by prolonged watering time should be considered - also water restrictions can challenge this process (We recommend Automatic watering systems - or manual system we can turn on when we arrive and turn off when we leave - which leave more time for your pets care)
 * feeding of pets

* cleaning up after pets

* cleaning litter trays

* replenishing water bowls *administration of basic medication s when in food (if animal takes medicine easily)
* brushing of pets

* exercising pets

* pat, chat and play time

* internal and external security checks of doors and windows

* putting out/taking in rubbish bins and recycling containers

* removal of pet waste and food scraps from properties 

* communication by email or in some cases smartphone apps  for updates whilst you are away

* Other small chores may also be undertaken at no charge  (TBC before commitment)
* We can also stock your fridge with fresh fruit juice, milk and bread etc for your return home – we count that as an extra visit for shopping time and you will need to leave a list and money for this to be done - or alternatively - ‘Item costs only’ additionally charged to your account.)

WHAT IS NOT INCLUDED IN PSA’S COSTS/FEES - AND MAY HAVE ADDITIONA AMOUNT APPLIED (NEED TO GET A QUOTE AND AGREED)?

What is not included are things such as:

Your pet’s food - all food for the entire period will need to be available for the carer to carry out the care

Litter and cleaning products ( All consumable items like Litter, litter bags, paper towels or other wipes, dish-washing liquid scourers sponges )

Other items used at home to ensure the comfort of pets.

Any phone calls / text messages requested for updates if cost incurred would be charged at cost.

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We can assist you by purchasing additional items whilst you are away and adding the cost to an invoice for payment.

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A small key return fee applies where we cannot leave keys securely inside a property or hand them to a designated contact.

We do not generally  leave keys in letterboxes. (Unless specifically instructed by clients - this is due to many mailboxes not being as secure enough - and we would never want anyone to steal keys and be able to identify your home because the letterbox shows a thief your address)

We have a secure system of keeping your keys on file so that you can readily engage our services in the future – Also handy if you ever lose your keys and needs a “standby set” (We want you to know that we NEVER leave keys with names &/or addresses together at ANY time).

CAN PSA CARERS GIVE ANY MEDICATION TO MY PET?

Yes, usually we can - but it is always best to check and let us know what is needed as occasionally, if it is a complex application, process and/or the pet doesn't want to comply -  we cannot.

So giving medications does depend on a few things.

If the pet can happily eat their medication in their food easily - we can do this quite easily.  If administered with food - we don't need to take extra time to work with a pet to take tehir meds - so no extra charges usually apply for this.

Some oral meds, injections, fluids administration and other meds can be more difficult to give - and although we have quite a few Vet Nurses and Nurses in our team - not everyone is able to do more complex meds admin.  If it is a complex process, if your pet doesn't want to comply and it takes a lot of added time to get this done - or another carer need to be engaged to admin meds - additional fees might apply.

We do recommend that you call 0405-498-528 and talk to us about this - and to also you provide the pets original medication packaging and if possible a “Dosage case” so that they medication is easily prepared for dosage. 

We can also administer flea control products, and also the cleaning of your pet’s ears and eyes during the course of our visits as they are all covered in our costs

ARE MY KEYS SAFE AND WHEN DO I GIVE THEM TO PSA?

Your keys are safe in our custody and will NEVER bear identification as to your address.

We have a code system. We use your Client Code - which identities your keys as yours - usually your initials - a 2 number code and then a dash and your Postcode.  We use this unique client code for your jobs with carers and only PSA and our Carers would be able to Identify these keys as your.  The Key Fob we attach to your keys has that Unique Client Code adn our contact details so that if they were ever misplaced - PSA head office would get a call to let us know!

Based on your instructions, keys can be left inside your home on the last visit or returned at a specified time after you arrive home, or you may wish us to keep these on file for future visits.

We always prefer to collect keys at the time of an initial interview, but do understand this may not always be convenient.

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(Note:  extra visits that are required for Key Drop Off or Key Collections are chargeable fee to pay for the carers time to do this task)

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WHAT INFORMATION DOES PSA NEED?

During our initial call we discuss needs, location etc in basic terms, we then need to have you complete an online form to give us comprehensive  information and instructions - which gives us all of the details we will need to perform the work.

Your Name & Address, your mobile and your email address, Your location, The dates of pet care, the type of service you wish to use, and a summary of each of your pets including what kind of things they do, eat and like and don't like - so that we do the best possible job.

We also ask for your vets details and if you have a nominated Emergency contact and a few other planing details - and so that we can have appropriate plans in place for all sorts of contingencies - we like to be fully prepared for anything!

So in that comprehensive online form,  about your pet and your home security needs we do cover off all pet requirements, your Vet and potential Vet needs, security issues and find out about any additional tasks you wish to have performed.

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After all - the more we know - the better we can do!

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WHAT IF I HAVE TO CANCEL?

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WHAT ABOUT MY PRIVACY, CONFIDENTIALITY AND LEGAL ISSUES?