How our service works?

Snuggle ‘n’ Stay is a pet sitting service where we take residency in your home for the nominated time period to care for your pet. Our pet sitters have all undergone tertiary study to become qualified Veterinary Nurses or Technicians. Once you (the owner) complete your pet sitter request form, you will be contacted via email where we will be able to confirm availability. If any follow up questions from your booking request is needed from us, we will either contact you via email or your nominated mobile. You (the owner) will be provided an estimate for your pet sitting, drop in or walking job that will take into consideration your location, requirements and number of pets you own. Once we confirm availability with one of our qualified pet sitters we will organise a non-obligatory meet and greet with yourself, your pets and your sitter at your home. In order to ensure we understand your pet as well as you do, we have a form that is required to be filled out before your meet and greet. This form will be emailed to you (the owner) with your estimate. It will ask questions about your pet, your details and require a signature to authorise and consent to the information provided by you. After receiving your estimate and completion of your meet and greet with form, we will then require a confirmation from you (the owner) directly to the email we communicated with you from. With confirmation from your qualified sitter, we will book in your service and collect a deposit to secure your spot.

Non-Obligatory Meet and Greet

Our complimentary 30-minute meet and greets allow you (the owner) and your pet sitter to become familiar with one another and discuss expectations for your stay. This includes us asking you about your pet, your home and what you would like from our service and of course, any questions from you to be answered by us. Our meet and greet process is designed for you (the owner) and our pet sitter to see if we are compatible for one another. After our meet and greet we allow for 1 week for you (the owner) to confirm with us via email or text message if you would like us to care for your pet for the duration of your time away. After 1 week we will no longer hold you date period for you. If in any circumstance our pet sitter doesn’t feel comfortable with the job, we will communicate this to you within 24hours of the meet and greet.

Your pet sitting form

You will receive a new client and pet questionnaire from our team once you have submitted a pet sitter request form and a veterinary nurse has been assigned to your job. We developed this questionnaire to learn more about your pets to better understand and care for them when we are with them. This form is important as it will have clear, detailed information about you and if an emergency was to arise what the plan would be. We know how tough it can be to leave your little one in the hands of someone else, but here at Snuggle ‘n’ Stay we are dedicated to the wellbeing and safety of your pet whilst ensuring you (the owner) feel at ease when you’re away.

Communication

Our communication with you (the owner) is primarily via email and mobile messaging or calls. We deliver prompt and clear responses to pet sitting request forms and further communication with our clients. During your pet sitting, drop in or dog walking service you will have daily communication with us in form of photos and/or small messages updating you on your pet. We are also happy for you to initiate or request anymore communication you would like with us.

Holding and Confirmation

Our confirmation process is a two-step procedure after the meet and greet. The initial confirmation is from our qualified pet sitter where they will confirm they are able to proceed with the job request. Our sitter will be in contact with us within 24hours of the meet and greet where they will confirm they are happy to proceed. The final confirmation is from you (the owner), where you will confirm with us via email or text message whether our services are required and if you feel comfortable with your nurse. We offer a holding period for our services; this holding period involves securing the dates from your request form, from the time when we organise our meet and greet up until a week after your meet and greet. Our holding period ends after 7 days from our meet and greet, if we haven’t heard back from you regarding your potential booking, we will assume you do not want to proceed with the booking.

Travel Fee

Our service is currently, primarily based in Brisbane. This means for pet sitting, drop in or walking services at or out of a 20km radius of Brisbane CBD, we will have a 10% travel fee surcharge on your invoice. This travel fee is in consideration of fuel prices as our pet sitters are required to do more driving in order to complete the job.

Estimate, Invoices and Payment

An estimate is provided for your chosen service after submission of your online pet sitter request form. This estimate is a guideline for what may be expected to be paid based on this submission. An estimate takes into consideration your location, how many pets you have and the needs of those said pets. Once you consent to the estimate we will organise your meet and greet. After the meet and greet we will send your official invoice.

Our invoices outline the type of service, duration, total amount and depending on your location, a surcharge. In order to secure your booking you must pay at least 30% of your total amount within 7 days of your invoice being emailed to you.

All payments are to be directly transferred to the bank account outlined on our invoices.

Cancellation policy

Our cancellation policy is in place for both you (the owner) and us (the pet sitter) to have security and confidence in the service. If you (the owner) cancel on the booking 2 weeks before the beginning of the pet sitting job, you will not receive your bond payment back made when securing your job. This means we will take that 30% of your full invoice as conciliation for the late minute cancellation.

Surveillance

We understand surveillance is a common and preventative measure in most homes these days. In order for us to consent to your job we must have knowledge of these cameras and listening devices and where they are located prior to our stay. We do not ever consent to in home cameras or listening devices as it is an invasion of privacy for our nurses/technicians. We consent to outside cameras or listening devices, but we must know where they are and if they will be on for the duration of our stay. Thank you for your understanding.

Medical issues and emergencies

In the event of a medical issue or emergency occurring during the period where one of our pet sitters are caring for your pet, we will follow the request of you (the owner) to carry out what is required. The form that you must fill out prior to our sitter staying in your home with your pet will be our point of reference in an event like this. In all cases, we always communicate with you first before making the judgement call. If we cannot get a hold of your primary number, we will call or message your secondary number that you provide. We will always make sure to keep consistency with your pet by taking them to your nominated veterinary practice with consent from you. The only event that would cause immediate action would be a life-threatening emergency where we would take your pet to the closest emergency clinic first then contact you once your pet is in safe with veterinary professionals. The payment for all events like this would be your responsibility and it will be paid directly to the clinic in which they will be given your primary mobile number for consent and payment.

Booking our service again

If you would like to book our service again with the same sitter, please follow the same online booking forum with a comment on submission with your preferred nurse or email snugglenstay@gmail.com for further enquiries. Our qualified nursing sitters (even if you have had them previously care for your little ones) are unable to submit or confirm any booking enquiries directly with you. Thank you for your cooperation.