Frequently Asked Questions

What’s included in a standard visit?
Each visit is tailored to your instructions and may include feeding, cleaning enclosures, refreshing water, light tidying, administering routine medications, plant care, putting the bins out, alternating lights, and mail collection. We aim to keep your home looking lived‑in and your pets happy and settled.

 

Do you handle live feeding and exotic pets?
Yes—we’re confident and experienced in caring for exotic pets, including reptiles, amphibians, and invertebrates. We follow your exact care routines, whether that involves live feeding, temperature or humidity checks, or other specialist requirements. Your pets will be handled safely and with confidence.

 

How long is a visit?
Visits typically last 15–20 minutes, depending on your pet’s or home’s needs. If you’d prefer a longer check‑in or extra tasks, just let us know—we’re happy to adapt.

 

How flexible are bookings?
Unlike some services that insist on weekly bookings, we’re happy to offer ad‑hoc visits to suit your schedule. Whether you need regular help or just the odd visit now and then, we’ll work around what’s best for you and your pets.

 

What if my pet needs medication or veterinary care?
We will follow your written instructions for administering routine medication, but we can’t guarantee outcomes or accept responsibility for any adverse reactions.
In the unlikely event your pet needs emergency veterinary care while you’re away, you authorise us to seek treatment on your behalf. We aim to use your vet in the first instance but will seek alternative care if this service is unavailable. You agree to be financially responsible for any veterinary costs.

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What happens if my pet is sick or has an accident on my furniture or belongings?

We understand that accidents can happen, and we always aim to deal with them promptly and hygienically. Our approach is as follows:

• Hard surfaces – We will clean up any mess from hard floors, countertops, or similar surfaces using suitable pet-safe cleaning products.

• Soft furnishings – If items such as blankets, bedding, cushions, or rugs are affected, we will remove any solids or excess mess where possible and place the item in a sealed bag to contain odours. These items will be left for you to wash upon your return, as laundry services are not included in our care.

• Health considerations – If your pet is repeatedly unwell or shows other signs of illness, we will contact you promptly so you can arrange veterinary advice if necessary.

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Will people know my home is unattended?
No—we’re mindful of your privacy and security. Our car has no business signage or anything that would indicate the owner is away, so our visits stay discreet.

 

How do you handle keys?
Your keys are labelled using a code system rather than names or addresses, so they can’t be linked back to your home. They’re kept securely when not in use and returned to you promptly after your service if you prefer us not to keep them on file for future bookings.

 

How does Welcome Home Shopping work?
If you’d like us to pick up essentials before you return, just send us a short list (up to five items) before your final visit. We’ll take a deposit in advance and leave the shopping, change, and receipt ready for your return. It’s a small touch that helps you settle back in without an extra trip to the shop.

 

Are you insured?
Yes—we’re fully insured and DBS‑checked, so you can feel confident leaving your home and pets in our care.

 

Do you cover my area?
We’re based in Stoke Mandeville and cover the surrounding areas. If you’re not sure, just drop us a message—we’re happy to check.

 

How can I pay?
We accept payment by cash or bank transfer. Details are provided when you book, and we’ll confirm your preferred method before your first visit.

 

What is your cancellation policy?
Cancellations made with less than 24 hours’ notice are non‑refundable, as that time has been reserved specifically for you and we may have turned away other bookings.
Cancellations with more than 24 hours’ notice may be refunded or credited towards a future booking.
In genuine emergency situations, we may, at our discretion, offer a partial credit.

 

Do you offer overnight stays?
We currently provide daytime visits only.

 

Do you walk dogs?
We don’t currently offer dog walking. Our services are focused on in‑home care—ideal for pets who prefer familiar surroundings and a calm routine.

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