Ohana Pet Sitters
808-384-0371
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New Client Information
The Consultation

If you are interested in becoming an OPS client, please call us to schedule a consultation. For new clients, we recommend you call to schedule your consult as soon as you know you'll be needing our services. We have clients who book us a year in advance, so our calendar can be quite full. Please allow approximately 30 minutes of uninterrupted time for us to meet you and your pets in your home. At this time, we will complete your new client/pet paperwork, be shown where all pet supplies are stored and get briefed on your pet’s daily routine. Also during the initial consultation, we will collect two copies of your house key. If your pet is comfortable with us and we think our services will be a good fit for your family, we will put you in our client records. If we do not think we will be a good fit, we can refer you to another company. Please note: services are not guaranteed until the consultation has been completed.


Contact Us
Client Forms

Information needed on your client forms will include:

Veterinarian name and contact info
Food brand name and feeding instructions
Medication names, dosage and instructions
Emergency contact information (how we can reach you while you are away and the contact information of a friend or neighbor nearby who can care for your pets in the event of an emergency/ natural disaster)

Keys

During the initial consultation we will obtain two (2) copies of your house key and any other keys or garage door openers you would like us to have during your absence. We can keep your keys for future visits or return the keys at the end of our service period. Our clients’ keys are labeled with a special number (no name, address or personal information) and placed in a safe until the client schedules us again. These keys will be returned for any reason at the client’s request. If you do not wish for us to hold a copy of your key, we will return the key to you after each service period, but you will be charged a $10 travel fee per pick up and drop off. We do not advise our clients to “hide” the house keys on the premises for pet sitter use, but recommend using a lock box as an alternative. 

Payment

We accept payment in the form of Cash, PayPal or Credit Card (no checks) and payment is collected in full before services begin. Our clients will be sent invoices via email 1-2 weeks prior to services and can pay with a credit card directly through the invoice. You may also pay with PayPal by clicking the link on our "home" page. It is the client's responsibility to pre-pay for services before their first visit is scheduled. 

Reservations

Our daily pet sitting schedule is typically divided into four sections: 

Morning- Estimated between 5:30am-10:00am
Midday- Estimated between 11am-2:30pm
Evening- Estimated between 3:30pm-6:30pm
Late Night- Estimated between 8:00-9:00pm (dogs only)
Overnights- Estimated start time between 8:30-9:00pm (Note: Clients are guaranteed 10-12 hours of service in their home, with no guaranteed start or end time)

When booking your pet sitting services, please specify which portion of the day you would like your services completed in. We cannot guarantee an exact time that services will be completed, but will guarantee a time frame (i.e. morning or evening). Note: clients booking only one visit per day will be worked into the schedule and may not have the option of choosing when they would like the service completed.

Cancellations

Reservations are made to plan sitter availability. Therefore, clients returning home early or canceling their trips will be required to pay for the reserved amount of time scheduled including travel time. Our cancellation policy is as follows:

0 - 48 hours prior to any service, and/or any Holidays: Payment in full is charged (No refunds)  
​2 - 7 days prior to service: 50% of service total is due 
8+ days prior to service: 100% refund 
*Clients who abuse the cancellation policy may be required to pay in full to reserve pet sitting in the future.

Supplies

It is the pet owner’s responsibility to make sure his or her pet(s) do not run out of supplies during their absence. If your pet does run out of supplies, you will be charged for supplies purchased as well as an Errand Charge for a sitter to obtain these supplies. The payment for these services will be expected as soon as you return home. Before leaving, please ensure you have provided enough food, medication, cat litter, etc. to cover at least a few days after you are scheduled to return home, in case you are delayed.

Emergencies

In the case of a medical emergency, a sitter will attempt to reach you before taking your pet to the veterinarian. However, if the sitter deems the pet critical, you may not receive notification until she gets your pet to a veterinary clinic. We will always try to get your pet to your personal veterinarian, but may choose to take your pet to a closer veterinary clinic if your pet needs immediate medical attention. It is very important to keep your veterinary information current so we are aware of your preference. Please call your Veterinarian and leave credit card information on file before leaving.

Natural Disasters

Clients should have a friend/neighbor available to care for their pets in the case of a natural disaster or emergency that will prevent us from getting to your home. We suggest a neighbor or someone close by be prepared to care for your pets and evacuate them, if necessary. Hurricanes, tsunamis, etc. may cause road blockages or other obstacles that will prevent us from commuting to your home, so a backup plan is necessary. Please advise us who will be caring for your pet in case of an emergency and leave their contact information with us. 

Referrals

Existing clients who refer friends and family members to Ohana Pet Sitters will receive a 10% off coupon when the new client books our services. Mahalo for your continued support and business!