Frequently Asked Questions
Listed below are some of the questions we have been asked. If you want to know anything else please contact us.
- What areas do you cover?
- Why should I choose Ani-Mates?
- Do you have any references?
- What insurance do you have?
- What is the process for arranging pet care?
- How long will you spend with my pet?
- What if our pet is taken ill?
- What if I have to cancel?
- What if I am delayed?
- How do I know if my pet will like you?
- Where will my dog be walked?
- Will my dog be walked on a lead?
- How secure will my keys be?
What areas do you cover?
We mainly cover the North Surrey area including Egham, Staines, Virginia Water, Addlestone, Weybridge, Byfleet, New Haw, Ottershaw, Cobham and Walton on Thames. Extra charges for travel expenses may be charged depending on the area. Please contact us for more details.
What insurance do you have?
Ani-Mates Pet Care has full public liability insurance, key cover plus care custody and control covering us for damage to your home or pets, or to others while we are in the care of your pets.
How long will you spend with my pet?
We will spend at least half an hour for visits and an hour for walks and socialisation, but we will always stay longer where we can.
What if our pet is taken ill?
We have the health and well being of your pet first in mind and will always act in the best interest of you and your pet. If your pet does require veterinary attention, we will strictly follow any instruction you have given in the service agreement and the advice of your own veterinary surgeon. In emergency situations, we have relations with highly qualified vets in the area who provide 24 hour medical treatment.
What if I have to cancel?
If a booking is cancelled 30 days before the start date, we will refund 50% of the deposit. If it’s less than 30 days before the start date there is no refund.
If you have already paid in full and then cancel the full deposit will be subtracted and the balance refunded.
What if I am delayed?
We will be available to continue the same level of care until you let us know you have returned. (Additional services will be charged at the same rate as agreed in the service agreement).
How do I know if my pet will like you?
This is where the free initial meeting is useful for everyone to meet to assess if you and your pet are happy.
Where will my dog be walked?
Upon collection from your home, your dog will be walked in local parks and commons, and only in secure places with plenty of space for a good run.
Will my dog be walked on a lead?
Primarily this is your decision, if you would prefer your dog to stay on a lead we can ensure they get a good run on a flexi-lead. If you are happy for your dog to let off the lead, we will only do this after we have got to know your dog’s behaviour and feel confident they will respond to commands.
How secure will my keys be?
Your house keys are coded and stored in a non-mobile safe with contact details kept in a separate secure location.
Ani-Mates Pet Care is happy to retain a set of your keys which is beneficial to you for regular bookings, emergency situations, called away unexpectedly, your own keys are lost or stolen, or you get locked out.