FAQs



FAQs



FAQs



Is East Coast Pets insured and bonded?



Yes. East Coast has specialized pet care liability insurance through Evanston Insurance Company and also a crime bond.



Do you cover where I live?



Check out our coverage map at:

https://www.google.com/maps/d/edit?mid=1ficZ-wnapuWQW5zs4uxAlgwmnoc


If you are in the area indicated on the map we service your area. If you are not quite sure email us {enter link to contact form} with your address and we check and let you know.



How Do I Pay?



We will send you an online invoice. You will have the option of paying online with a credit card, you can save your details securely there if you prefer for easy future payments. Or you can pay by check, cash or card at the Meet & Greet.



When Do I Pay?



All payments are due prior to service. For repeat clients not requiring a Meet & Greet the online invoice should be paid 48 hours prior to the date of the first visit.



Why do you need two sets of keys?



Two sets of keys are requested so the sitter can have a copy and the office can store a copy for emergency purposes also in case of accidental lock out, broken key etc. All keys are kept securely and tags do not include any information that could identify the client.



Do you charge extra on holidays?



There is an extra $5 per visit holiday charge. This provides incentive for pet sitters to actually commit to working on a holiday



What form of payment do you accept?



We accept cash, credit cards and checks made out to East Coast Pets.



What is your cancellation policy?



Pet Sitting Cancellations: We require notice of cancellation a full 2 days prior to the date of the first visit. Notice 24-hours prior to first visit will result in 50% of the total invoice for scheduled pet care payable by the pet owner. Cancellations made less than 24 hours prior to the first visit will result in 100% of the total invoice for scheduled pet care payable by the pet owner. There is no refund offered for early returns. Please see Holiday Cancellations for all reservations made for Easter, Thanksgiving, Christmas & New Year.


Holiday Cancellations: Please understand that East Coast Pets receives more requests for reservations than they can handle during holiday time periods (Easter, Thanksgiving, Christmas & New Year’s) and we may have turned away other clients because we have reserved time for you during this busy season. If you cancel a reservation for a holiday booking less than 7 days before service you will be charged for 50% of the visits scheduled. There is no refund offered for early returns.


Cancellations for Mid-Day Service: 48-hour notice is required prior to the next scheduled visit. Otherwise payment is due for the time originally agreed upon.



Are there any late payment fees?



Clients who hold an outstanding balance are subject to a late fee of $25.



Are there any returned check fees?



Clients who pay for services with a check that is not honored by there bank will be subject to a fee of $25.



How can I contact East Coast Pets?



You can email us at info@eastcoastpetservices.com and expect a response within 12 hours. We check messages constantly throughout the day and respond to inquiries and requests promptly. This also leaves your request and bookings in writing for future reference. You may also call or text us at 843-410-2547.



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