FAQ

Please take a look at our frequently asked questions. Still have questions? Feel free to give us a call.

How do I sign up as a new client?

Whether you know your service dates already or not, it is always a great idea to sign up with us and start the relationship. Once you are registered and we have met you, you can book service. First step is to register online. You create your account by answering some preliminary questions and activate your account. You receive by email a link to open your account, update your username and password and create your profile, answer in detail several questions and add a profile per pet. The more you fill out, the more it saves you time at consultation and we get the best idea of your pet and know which sitter matches best. You will receive a welcome email with more details on our operations. Behind the scenes we start looking for a primary and back-up dog walker or pet sitter for your household. Next step is the consultation. A KSR Pet Care representative will get in touch with you by email or phone to coordinate a time to meet with you and the sitter(s). We do not provide service without consultation meetings.

How do I set up a consultation?

First, please register online. You create your account by answering some preliminary questions and activate your account. You receive by email a link to open your account, update your username and password and create your profile, answer in detail several questions and add a profile per pet. The more you fill out, the more it saves you time at consultation and we get the best idea of your pet and know which sitter matches best. You will receive a welcome email with more details on our operations. Behind the scenes we start looking for a primary and back-up dog walker or pet sitter for your household. The next step is the consultation. A KSR Pet Care representative will get in touch with you by email or phone to coordinate a time to meet with you and the sitter(s). We do not provide service without consultation meetings. First consultations are free. If you choose to begin service with us, there is a one time sign up/admin fee of $29.

How many keys do you need?

We ask for three keys: one for your primary sitter, back-up sitter, and one for the office in case of emergency. If you have a digital door lock or prefer us to enter with the garage with a key pad code, that works for us but in that case we need a back-up way of entry in case the power goes out or the battery in the pad has died. This could be a hidden key, lockbox, or two keys. If you live in a condo or neighborhood where a fob is needed, we need at least one fob to start service and we have a minimum visit requirement of 30 minutes. Learn more about key fob policies.

Will I know who comes to my house?

KSR Pet Care never sends a sitter to a house they have never serviced before. It is not safe, and we do not allow it, trust us. If your regular sitter as well as your back-up sitter are unavailable, we will either let you interview a third sitter (extra consultation is $20.00), or one of your current sitters can show the third sitter the ropes at one of the service dates. You will receive by email an overview of all your service appointments and this overview also indicates who is coming to your house. The only KSR Pet Care representatives who are allowed to enter a client home without prior introduction are KSR Pet Care's owner, General manager, and Office manager.

Do I tip my dog walker/pet sitter?

KSR Pet Care provides services and tipping is allowed and very much appreciated. If you received excellent service from us, please leave out or mail a tip for your dog walker or pet sitter of 15-20 % to KSR Pet Care, PO Box 198, McLean, VA 22101. Please write the check to the attention of your actual sitter. Or leave out a check or cash at a next service appointment. Last, you can also request to add a tip to your credit card payment, or you can add the tip yourself in your online account. Go to Invoices, look up the invoice and add the tip.

NOTE: If you include your tip in the check to the company, the tip is not delivered to your actual dog walker or pet sitter: the money is taxable and no longer a gift.

What if my regular sitter is not able to do the service?

KSR Pet Care has a back-up-sitter program in place which means that we appoint a primary and secondary sitter both at the same time to your pet. Both these sitters will be at consultation, so you can personally meet and interview them. If your regular (primary) sitter has an emergency, is ill or is prevented from doing a visit, the back-up sitter or secondary sitter will automatically step in. If both sitters are unavailable and there is still time until service, we will ask a third sitter to step in. We will then either let you interview the third sitter (your choice; extra consultation is $20.00), or one of your current sitters can show the third sitter the ropes at one of the service dates (no extra charge). You will receive by email an overview of all your service appointments and this overview also indicates the names of the sitters coming to your house.

When do I pay for my service?

Service is due on the first day of service. We accept credit cards and checks. Credit cards are charged in the second and fourth week of the month. KSR Pet Care tries to group payments to reduce costs. You do not need to post a payment before due date: as long as your payment method in your account is correct and up-to-date you are all set and KSR Pet Care will pay the bill at the appropriate time.

For payments by check-- If we fail to receive your payment after 10 days since due date and a one-time email reminder, a $25.00 penalty will automatically apply. Thank you for your understanding!

Are you insured and bonded?

We most definitely are. Our insurance covers your pet as well as your house in case something happens at our fault. Our bonding insurance protects you from any loss due to theft. For your peace of mind, all our sitters are thoroughly screened: an application process, 3-hour interview, and criminal background check. All our sitters are selected for their independence, maturity and experience in pet care.

Do you have a cancellation policy?

Yes. Overall, you can cancel your service free of charge if you give us 24-hour notice. We do not refund but add a cancellation credit to your account. If you cancel same day or within 24 hours of service, the penalty is the value of that visit, which is a courtesy to your sitter who reserved her/his time for you. There are a few exceptions to the 24-hour rule: 2-week notice for monthly service, Monday appointments need cancellation before closing of business on Friday, Holiday periods and extended pet sitting services. Learn more about our complete cancellation policy.

Why hire a professional pet sitter or dog walker at KSR Pet Care?

Professional pet sitters do more than just provide your pet with food and water while you are away. They also spend quality time with your pet, make efforts to learn more about specific behaviors, help with training if wanted, give him/her exercise, and know how to tell if your pet needs veterinary attention. Their experience with pets and different breeds allows them to provide advice and tailored care. If it is a first time you are using a pet sitter, a professional service like KSR Pet Care can recommend a schedule that works for your pet in your absence. We get prepared and ask lots of relevant questions to make the experience for your pet comfortable and joyful. We also empathize and know how to approach and handle pets who have never been in the care of a stranger before. Learn more about hiring a professional pet sitter.

The service has been great! My schedule changes frequently & KSR has never let me down.— Patty C.
Quality Care From a Trusted
Professional
Serving McLean/Tyson’s Corner, Vienna, Falls
Church, North Arlington, Merrifield & Dunn Loring