This section contains the most common and frequently asked questions we see about various aspects of our business. If what you need more information about is not found here, please reach out and contact us by email, and we’ll reply, add, and/or modify the information provided to reflect your concerns.
Pricing
How can we get a price quote?
We generally require information about the specific needs of services you need before determining what we can offer. We have various levels of service that cater to your specific pet care needs.
Our most widely used service is pet boarding and we offer competitive rates based on market research and customer feedback, so we can give the best service at an affordable rate.
How do we get an accurate estimated price?
To better serve your pet care needs, we require exact dates of the service needed, which helps us determine how many days are required to plan for the service.
We use a detailed checklist to mark off the pet care needs. Our rates reflect a general service, and additional needs may require additional service rates, if we offer those services.
What are some ways that reduce the price?
Not all pet owners require the same type of service. We separate tasks like: grooming, pickups and drop offs, food provided after runout, providing toys, kennels if needed (we don’t like them, but we provide it if it’s needed, your discretion) and holiday pricing from the regular price to provide a clearer picture of costs.
If your fur baby doesn’t require some of these tasks, there is no sense in charging for tasks that are not needed.
What if the service takes more or less than a projected period?
There are many cases where this would take more or less than the projected window:
- You may opt for someone to pickup your pet early, in preparation of coming back home.
- We issue a gift card or eGift card with your remaining balance.
- Refunds are also available for days where services we not provided.
- Your pet is having difficulty with their stay.
- This is usually avoided by providing meet and greets and complimentary daycare services prior to service dates.
- You may opt for a trusted friend or family member to pick up your pet.
- We can drop them off at a designated location, so you know where they are after parting from us.
- Miscommunication of the flight information. Not your fault, but it happens. Airlines have their procedures to follow and sometimes the burden is transmitted to passenger flight plans.
- In this case, owners tend to extend the stay and understand the additional costs.
- If there is considerable burden, we want to help alleviate worries, and provide discounted rates if the stay is extended beyond expectation.
Our main priority is service. We want to be able to ensure we do everything possible, within our control, to help you with unexpected situations.
How else can I save on pricing?
Loyalty is where this comes into play. So, if you love our service, we offer discounts through many care packages, called booking passes, in a variety of ways. Such passes are catered to your needs, where you customize exactly what you want, how you want it, how often you want it done, and what tasks are included in each day.
Booking passes are designed to provide retainer services such that the client has the option to pay as each boarding is completed, pay full in advance, or pay in monthly installments. Payments in full are guaranteed through service contracts, and are held at top priority.
When you have a remaining balance, we notify you to ensure you receive the correct information, in order to plan for your next trip. That way, if you ever need to book a new service, you have the peace of mind that it will be covered to your satisfaction.
Cancellations
What happens if we need to cancel a service?
We understand life happens, and sometimes it can be difficult to honor the arrangements made prior to a certain date or event. Don’t worry, because we are here to serve your needs, your life is what matters most to us.
We just ask that you communicate with us, so that we can work out any details that may need to be addressed, before moving forward. Doing this will help us continue services with you, remain in good standing, so whenever you decide to use our services again, it’s almost like you never left.
How soon do we need to notify a service cancellation?
We check in with you a week in advance. This gives both you and us time to prepare for any unexpected changes, address any concerns and discrepancies, and determine the necessary adjustments to make it happen. We know life happens fast, and it can deter the things that are the least of our worries.
We just ask that if we have to reschedule, there is an availability that makes sense for both you and us. If rescheduling happens within a 7-day window, please be sure to notify us, prior to the 48-hour period, before the day of service, to avoid penalty.
What are the penalties for cancellation inside the 48-hour period?
Unfortunately it happens, and because this could have been a service for someone else, we need to be able to preserve the integrity of our service. Cancellations are subject to 20% of the first two days of service, without a 48-hour notice, prior to the day of service.
There are special circumstances were this does not apply. Such circumstances may need more information regarding the situation, so we can do everything to help resolve any issues that occur outside of your control.
Payments
How do we take payments?
We collect payments in a variety of ways:
- Cash or check is/has been the most widely accepted method and is often collected by the Service Coordinator.
- Venmo is another acceptable payment method and is the most preferred. Same as cash, only Service Management personnel are able to receive these payments.
- We accept all major credit cards and debit cards with the Visa® or MasterCard® logo. Our electronic payment processing system is through Square Up (Block, Inc.), which provides our clients the flexibility of receiving invoices and electronic receipts through email, and other electronic communication services.
- Because credit/debit card processing is a paid service provided by our company for your convenience, we do not place this burden on our clients. However, payments in cash or Venmo, can grant reduced rates in proportion to the payment amount, in a form as a discounted rate for an upcoming future service.
Do you have chargeback fees?
Traditionally, chargebacks occur when there is a card dispute with the cardholder and the payment processor, due to suspicious or fraudulent transactions. A fee of $10 may be applied to the card for a chargeback found to be legitimate and legal.
To avoid a chargeback fee, we kindly ask that you take note on the transaction, as it will indicate Square along with our company name attached to the transaction.
What about non-payment or insufficient funds?
This doesn’t happen very often, but in the event that it does, we’d like to be able to investigate and gather more information before attempting collection.
- Sometimes, it could be the card used has expired and needs to be updated in our system.
- The billing address is incorrect or has changed, and needs to be updated.
- An expected pay date was delayed and funds have not transferred to the bank account for an issued check or electronic transfer.
Whatever the case, we don’t judge. We will attempt payment collection on another date, by sending an electronic invoice, to facilitate a new payment or temporary arrangement.
Complaints
What happens if we’re not satisfied with the service?
Although we’d like to think we’re putting in our best effort, sometimes it’s not the case. We pride ourselves in giving you the best service possible.
In these circumstances, we like to investigate the issue and find out more details as to why this happened. Usually, it comes down to communication and someone wasn’t notified properly.
It happens, and in most cases it can be resolved by a discounted or reduced rate for an upcoming future booking.
What happens if we want to complain about a service provider?
We want to give everyone the benefit of the doubt. So, we investigate to get down to the bottom of the issue. Sometimes life deals difficulties that are hard to overcome on our own, and it often can overlap into our work environment.
In this case, if the service provider is feeling a hardship and didn’t perform up to standard, we make sure they’re able to have the time off to deal with their problems.
If the client is found to be dealing with a hardship, then we attempt to communicate the situation clearly, and try to find an appropriate solution together.
What happens if we’re still not satisfied?
There are occasions where, no matter what is done to alleviate the problem, the client will not be satisfied. We understand that not everything can be solved amicably.
We do our best to hold ourselves to the highest standards possible. In the event, we do not come to an agreement, we will refund the balance of any incomplete future services, usually a contract that was prepaid, at which time, we thank you for your support.
We just ask that you allow us 7-10 business days to complete the transaction, as banks communicate within their own respective networks, and we have no control over their operations. If you have not received your refund request, please reach out and contact us for further assistance.
Petraordinary Pet Services 