Although we do not typically send or receive phone calls outside of the 10am - 4pm time frame, we’re almost always available in one way or another. The best way to reach us is by phone, text message or email. We endeavour to answer all your messages on a same-day basis. If you are checking on your pet while you’re away, it’s best to contact your WCT Team Member directly. If you are booking a sit/walk or have any other administrative questions, contact WCT Headquarters directly. (778) 241-2287 or email us at email@example.com
Upon contacting West Coast Tails and arranging a time to meet, we offer a free initial consultation for us to get to know one another, see if it’s a good fit, and learn your pets’ routines. Please note that should you require subsequent consultations, we bill at a rate equal to our drop in visit rate. If the care details for your pet changes over time, those details can be communicated in the form of a note left in your home, or an email sent to us.
Although we will always try to accommodate you and your pet in whatever circumstances, here are our booking guidelines. For Live-In Service we recommend 30 days notice. For Drop-In Service we recommend 1 week notice. For service of any type over a holiday, we recommend 60-90 days notice. No notice is required for dog-walking—we will accommodate you as we are able.
We require written confirmation of all dates and times for pet-sits. This can be provided to us on paper during our consultation, or by email for future bookings. PLEASE NOTE: We require that you call or email us to confirm your travel arrangements a day or two prior to your departure.
Your key must be provided to us at the time of our initial consultation. Otherwise you must make arrangements to bring it to us. A surcharge of $10 will be in effect if we need to come pick up or drop off your key at a later date. When not in use, your key remains secure in our safe, except for clients who have regular daily visits in which case the key will remain with the pet sitter. By providing a key to West Coast Tails, you are agreeing to allow it to be copied. For the safety and protection of your pet, we must always have one spare key on file in case of an emergency, a team member illness or other circumstances. Should you prefer us not to copy your key, please have two copies of your key ready for us at the time of the initial consultation.
Our current methods of payment are cash, cheque, Visa, Mastercard, American Express or PayPal. Cheques are to be made out to: West Coast Tails
For Dog Walk Clients: Due dates for payments are bi-weekly on the 1st and the 16the of every month for the services performed during the 14 day period prior.
For Pet Sit Clients: For new clients, a minimum of 50% of the total amount of the pet sit will be due on our initial consultation to reserve your dates. For existing clients, 50% of the total will be due to hold your booking dates. The remaining amount due should be left at your home in the form of a post-dated cheque, dated for the last date of service.
Many existing clients wish to pay for the entire bill in advance, however this is solely at the discretion of the client. A late payment fee of 10% per month will be incurred after 14 days. An NSF fee of $50 will be applied to any NSF cheques.
We ask that your pet be current with their vaccinations for the safety of your pet and other people’s pets, especially if he/she is frequently walked in public places. However, this may be discussed and exceptions may be made at the time of your consultation.
At West Coast Tails we pride ourselves on our customer service and professionalism. Your feedback is important. Please contact us if you have any concerns or questions.
West Coast Tails must be informed of the date and time anyone will be coming into your home while we are caring for your pets, (ie: Cleaning person, repair person, etc). Please provide them with our phone number so they can call us prior to their visit.
We will refuse entry into your home to anyone other than those persons mentioned to us by you, and we will not release information about your animal or your travel arrangements to anyone not authorized by you. You, however, are more than welcome to call or email us during your time away to check on your pet.
Many clients ask if they are required to stock the house with food for our stay. This is thankfully appreciated, but certainly not required. Please advise us if you prefer us not to eat your food.
If you wish to leave behind some money, we would be happy to purchase milk or bread (etc) for your return home.
We make every effort to leave your home in the same condition it was in when we arrived. Please inform our agents where your cleaning supplies are located.
Please make sure you’ve left sufficient food, litter, and medications (etc) for your pet for the duration of your trip. Any purchases we have to make must be reimbursed.
Please inform your veterinarian that you will be away and let them know that your pet sitter will be acting on your behalf while you are away. We have 24 hours a day access to a veterinary clinic in case of an emergency, and we ask that you would inform your petsitter of the amount of expenditure you are willing to cover in case of such an emergency.
In conclusion, we hope that your experience with West Coast Tails will be a relaxing and positive one. A recent study has shown that the number one reason why people don’t go on vacation is because of their pets! That’s where we come in. We are honoured to be able to care for your pets—whether it’s for their daily exercise or when you go away on vacation. We look forward to getting to know you and your pet!
Our policies are for the safety and protection of your pets. We thank you for understanding and abiding by our policies