What are your service areas?
We currently provide service in Ashburn, Lansdowne and limited areas of Potomac Station.
What hours do you do your visits?
Our core hours are 7am – 9pm, seven days a week. We do offer visits before 7am and after 9pm for an additional fee. The fee goes directly to the sitter who is working the early and late hours.
Do you offer in-home overnight care?
Yes, we have 2 options. We can have a woofie’s sitter stay overnight at your home or your pet can stay overnight at a pet sitter’s home.
What do I need to do to get started?
The first thing we need to do is schedule an in-home consultation. This enables us to get to know you and your pet. We will document as much information as we can so we can be sure that we are fully aware of your pet’s likes/dislikes, any special needs they have, anything we need to be aware of when we care for them, etc. If you decide to move forward with Woofie’s, we will discuss our pricing and program options to make sure we put you on a program that best fits your needs. We will ask you to sign a service agreement and we will request 2 copies of your house key. If you are not able to provide Woofie’s with a key at the time of the consultation, you can schedule a time to drop it off at the Woofie’s office in Ashburn. We secure all client keys/garage openers in our office safe at all times.
What if I want to meet my sitter/walker?
There is no charge for an initial consultation with one of our managers. If you would like to meet with the sitter who will be taking care of your pet, we do charge a $15.50 consultation fee as we do need to compensate our sitters for their time.
How do I know when my sitter/walker has been to my house?
With the GPS capabilities in our software system, we track the times your Woofie’s dog walker and pet sitter enters and leaves your home.
How will the sitter/walker communicate with me to let me know how the visit went?
We have a few options based on what you prefer. We have an online journal that can be emailed to you after each visit, we can send a text or we can leave a handwritten note at your house. Please be sure to let your sitter know your preference so we can make sure we are communicating the best way possible for you!
What happens if my pet has an accident inside the house while under the care of Woofie’s?
Unfortunately sometimes our pets do have an accident. Your Woofie’s sitter will of course clean it up. Time-Consuming Accident Cleaning – fees based on total length of time for cleaning
What happens if my pet gets sick while I am away?
No worries – we have several local veterinarians on call in the event of illness or emergency. We will contact you first if there is an emergency and if we cannot reach you and it is clear your pet needs medical attention, we will take your pet to their local vet. In the event it is after hours for your local vet, we will take your pet to The Life Centre (TLC) in Leesburg which offers 24 hour emergency care.
Should you tip your pet sitter?
We are extremely proud of the sitters we have as part of the woofie’s team. Our sitters work extremely hard to ensure the safety and well-being of your pet at all times and they will often go above and beyond the call of duty. 100% of all tips go directly to the pet sitter so if you think they have done a good job, we know they would greatly appreciate a tip.
I’ve had bad experiences with other pet sitters in the past where it seemed like I had someone different coming into my home every day. Will this happen with Woofie’s?
Absolutely not. Woofie’s is a boutique firm. We only hire people that we know on a personal level and trust 100%. We will not hire people that we do not already know simply to meet a growing demand. We would rather stay small (and extremely busy!) but remain confident that we know exactly who is entering your home and caring for your pet at all times. It is a huge responsibility and we do not take it lightly.
What do you do in case of an emergency (sick pet sitter) or inclement weather?
In the event of a sick dog walker, we will have a back-up walker able to cover the visit because we always assign a back-up dog walker for all of our clients. Before a back-up walker is assigned, however, we will make certain the back-up walker comes to your house with your primary sitter to meet your pet. This ensures that the back-up walker is completely familiar with your pet’s routine so there is no disruption with your pet’s visit in the event your primary walker is sick or unable to do the visit for any reason. During our in-home consultation, we will ask for the name and phone number of an emergency contact as well as the name and number of a neighbor. In the event that we encounter severe weather, we could always ask a neighbor to cover us until we are able to safely make it to your house.
What safety precautions do you take to ensure the security of my home?
We lock your house every time we enter and leave to ensure the security of your home at all times. We can also provide crime-deterrent measures such as rotating your lights and blinds to provide a lived-in look.
How do I know for sure that my dog walker is spending the amount of time in my home that I am paying for?
Every time we enter and leave your home, we track the time on the Woofie’s report card that we will leave for you each time we leave your house.
Are you certified in pet first aid?
The safety of your pet is extremely important to us. We have carefully reviewed the procedures for pet first aid from the American Red Cross. If your pet becomes sick during our care, we will immediately contact you and then your designated veterinarian or the 24 hour animal emergency hospital in Leesburg.
Are you licensed, bonded and insured?
Yes, we are insured by the Insurance Company of the Carolinas through Pet Sitters International (PSI). We are also bonded through PSI and are licensed by the county of Loudoun.
Which organizations are you affiliated with?
We are members of Pet Sitters International (PSI), National Association of Professional Pet Sitters (NAPPS) and the Loudoun County Chamber of Commerce.
Do you have a list of references?
Absolutely. We are very happy to provide references upon request.
What is your cancellation policy?
We ask that you give us at least 24 hours notice. You will be charged for the visit if you cancel less than 24 hours.
Do you have an inclement weather policy?
Yes. For the safety of our walkers, Woofie’s will follow the Federal Government closing policy during inclement weather. If the schools and government are closed, we feel that driving conditions are too dangerous for our walkers to brave the roads. We request that our clients contact Woofie’s to cancel or check availability by 9:00am. If possible, please make appropriate arrangements in advance to enlist the help of a neighbor during severe weather. Clients requesting service on severe/inclement snow days will be charged an additional $10 per visit. The surcharge will go directly to the sitter who is going out in dangerous conditions.
Do you work on national holidays?
Absolutely! You will be charged the rate plus a holiday surcharge. There is a $5 holiday surcharge per visit (not to exceed $30 total) for any visits that fall during major holidays. This surcharge goes 100% to the sitter who is working over the holidays. Please be sure to always make your reservations as early as possible to reserve your spot.
Do you provide Emergency ASAP Service?
Yes. We understand that our clients may need emergency visits from time to time. While we are not a 24 hour, on-call service, we will make every effort to accommodate our clients at the last minute. We charge a $25 surcharge per visit as we need to compensate our walkers for their immediate availability. Please note this service is based on the availability of our walkers.
What happens if I lock myself out of my house and I need the copy you have of our key?
We do offer a key retrieval service. If you are locked out of your home and you need us to retrieve your key, we will charge a $25 fee during normal business hours. After business hours, Woofie’s will charge a $45 fee. Please note this service is based on availability of a Woofie’s staff member; it is not guaranteed.
Are there any additional charges if I need to add or cancel a midday visit?
We understand that schedules change and we know that our clients require flexibility so we do our very best to always accommodate them the very best we can. We kindly ask mid-day clients who need to add, cancel or change the time of their visit to call or email their request to the Woofie’s office by 9:00am of that same day. This allows us enough time to notify the walker so they may adjust their schedule. It also enables us to set them up with an alternate client if they have a cancellation. Any clients canceling their mid-day visit after 9:00am may be charged their normal visit rate. Please note that if you submit your request via email and do not receive a reply from woofie’s within the hour, we ask that you follow up with a phone call so we can ensure that your request was received.
What is your policy on last-minute reservations?
We ask that you give us at least 24 hours notice. Reservations less than 24 hour notice will be assessed a $10 surcharge. There is a $5-10 late booking surcharge for any reservation made on the same day which goes directly to the sitter as it requires them to adjust their schedule. Clients who need to add, cancel or change the time of any evening or weekend visit must provide Woofie’s with 24 hour notice via email or by calling our main line at 571.426.6503. This allows us enough time to notify the walker so they may adjust their schedule. Any clients canceling their visit with less than 24 hour notice will be charged their normal visit rate. Pet sitting clients must provide 1 week notice of cancellation if their visits fall over a major holiday or they will be charged a $20.00 fee. Please note that if you submit your request via email and do not receive a reply from Woofie’s within the same day, we ask that you follow up with a phone call so we can ensure that your request was received. During holidays we will require a 48 hour notice in case of cancellation to avoid a $25 cancellation fee.
What forms of payment do you accept?
We currently accept checks (made out to “woofie’s”) and VISA and MasterCard.
When is payment due?
Payment is due when services are rendered unless other payment options have been arranged in writing.
What is your no-show or cancellation policy?
No-shows or cancellations by grooming clients within 24 hour before the appointment will be charged a $50 cancellation fee.
What hours does your mobile pet spa operate?
We offer grooming services 7 days a week between 8am-7pm.
Can I add on any extra services at the time of the appointment?
Absolutely – our vans are stocked with a variety of grooming products for last minutes changes.
How do I reserve an appointment?
Please submit a request via our website at http://woofies.com/dev/contact/ or send an email to firstname.lastname@example.org. A Visa, Mastercard, American Express or Discover card is required to reserve your appointment. We will give you a 90 minute window in which to expect your groomer to arrive, and will notify you if they are ahead or behind schedule.
When is payment due and what forms of payment do you accept?
We accept payment at the time of service with check or cash, or will charge the card that was used to secure the appointment.
Do I have to be present for the service?
For cats, we always require a responsible adult to be there for the appointment in case your kitty needs you present for the groom. For the first service, we prefer to have someone home to introduce your pup to their new friend and groomer! But you are welcome to leave if need be, please just give your groomer instructions on putting your pet back and securing your home. Once your pup has become comfortable with our spa visits, you can provide
How much should you tip the groomer?
It’s entirely optional and greatly appreciated! Most clients tip anywhere from 10-20% depending on satisfaction and the service provided. You can tip at the time of service or add it to the credit card payment.
Do you do a consult before the first grooming session?
We will ask you a series of questions to determine which services and groomer are the best fit based on your request. Our primary concern is the safety and well-being of your pet; if he/she has allergies, sensitivities, lumps, bumps or pre-existing medical issues, please let us know so our groomer can take it all into consideration during the groom.
I am currently a Woofie’s pet sitting/dog walking client. Can I combine my grooming invoice with my pet sitting/dog walking invoice?
Due to our company growth, we have separated the billing for pet sitting/dog walking and grooming. So while it is two separate billing transactions, it’s still very convenient to pay for either service!
Why can’t you give me a specific time that you will come by?
While we would love to give you an exact time, we cannot predict how challenging a pup may be, and we want every client to have the groomer’s undivided attention without feeling rushed or pressur4ed to finish up quickly! So we offer a 90 minute window, and if the groomer will be ahead or behind this time frame, we will contact you.
What if my pet is not comfortable with the grooming process? What do you do in cases like that?
We do our very best to ensure the safety and comfort of your pet at all times, and groomers have a variety of techniques to make pets feel comfortable and safe during the groom. In the event that these tools aren’t enough for our groomer to safely groom your pet, we use muzzles, e-collars, and even happy hoodies. If none of these are successful, your groomer will contact you to come out and assist.
How often should I groom my pet?
Depending on the breed and pet’s indoor/outdoor activity, we see most of our clients every 4-6 weeks. We offer maintenance services between full baths and haircuts to keep your pups coat maintained- ask us when you contact us to book!
Can I set up an automatic appointment schedule?
Yes! It’s called our WOOF PACK LOYALTY PROGRAM – Our Woof Pack members receive exclusive promotional upgrades, gifts and discounts from our partners, and- a one-time per year $50 credit on your account after your 10th express, signature or express groom as a Pack Member! This credit can be used for ANY service Woofie’s offers in your area- from pet sitting to pet spa! We’ll send you a schedule to review and approve; please let us know if any changes need to be made.
All we need from you is:
- the number of weeks you would like between the appointments
- your preferred groomer(s)
- if there are any days/times of the week that do NOT work with your schedule