FAQ
What about illness or emergencies?
We are trained in animal first aid/CPR and carry with us a first aid kit specially designed for pets. We keep you updated regularly on the health and happiness of your pet, should we feel that veterinary treatment is necessary we will discuss this with you or your nominated emergency contact. Please refer to out terms and conditions for more information.
Does Critter Crew run a boarding kennel or doggie day care service?
No, we do not care for animals at our premises.
We are a mobile service that visits your home so your pets get to stay in their own familiar surroundings.
Does Critter Crew do group dog walking?
No, we will only walk multiple dogs together (maximum 2 dogs) if they live together and are owned by the same owner. We do not charge any extra for a second dog.
What about equipment and hygiene?
We always prefer to use a client’s own equipment, but we carry with us a selection of leads, collars, toys, brushes etc. that we always disinfect between clients. We use F10sc, which is an ecologically friendly and biodegradable veterinarian strength disinfectant. Unlike other strong disinfectants F10 has no adverse side effects on people, animals, or on equipment and surfaces. We have our own dish cloths and never use a client’s cloths or sponges to wash animal food bowls.
What about the security of my premises?
While we strongly recommend that you have home and contents insurance, having a regular visitor to your property can act as a deterrent to would be thieves. We deliberately do not wear uniforms or have sign writing on our vehicles, which we believe makes it less obvious that you are absent. We ourselves hold current National Police certificates (aka police check) and are happy to show you these documents.
What about the security of my personal information?
Critter Crew will never give out your personal details to any third party. All paperwork is stored in a locked cabinet and your keys are stored in a separate safe. We use an encrypted code to identify your keys so your personal details are never stored with your keys.
What if I return home early or I am delayed?
We don’t offer refunds if you return early, we have reserved that time exclusively for you so the full amount is still payable. Critter crew will consider a credit for future services at our discretion.
If you are delayed, inform us as soon as possible and we will continue to visit your pets and you will be sent an invoice for extra visits.
Is Critter Crew insured?
Yes, we have a policy through QBE Insurance which includes public liability and other coverage specifically designed for pet sitters. We are happy to show you these documents.
Will you walk dogs off lead?
No, our top concern is the safety of your pet and we feel that there are too many uncontrollable variables with off leash walking. If suitable we have a 5 metre retractable lead that allows your dog some sense of freedom.
Will you walk dogs in the rain?
Yes as long as you (and pooch) are happy for us to do this, the only time we may decline is during extreme weather events such as heat waves, violent storms and flooding. We can reschedule, substitute with play time or offer you a credit or refund.
What animals do you look after?
We will look after any domestic pets such as dogs, cats, guinea pigs, rabbits, birds, mice, rats, fish and more. Sorry we do not look after livestock.
How do I pay Critter Crew?
We accept cash, cheque/money order and direct deposit. We accept credit card payments through PayPal - you don’t need a PayPal account but you do need access to email and internet. This is the only way we accept credit cards, we cannot accept credit cards manually (aka over the phone or written down). If you need more information on how PayPal works just contact us and we’ll be happy to explain.
Accounts must be paid in full before commencement, however regular dog walking clients may apply for a 7 day invoice at our discretion.
Why should I choose Critter Crew?
Besides having very competitive rates, we are also genuine animal lovers and will treat your pets like we do our own. We have a history of volunteer service at an animal shelter because we really do care.
Do you walk dogs in heat/season/oestrous?
Critter Crew generally doesn’t accept dog walking bookings for dogs that are in heat. The problem doesn’t lie with the clients dog but rather with other irresponsible owners who let their male dogs wander, some of these male dogs can get very aggressive. It can also leave a long lasting scent trail back to your home which may cause male dogs to harass you for an extended period of time. We may be able to offer you alternatives to alleviate your dog’s boredom such as play time in the back yard or in cases of extreme boredom we may be able to take your dog on a short walk if they use a canine nappy to mask some of the scent.
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