At Bay Area Pet Pals, we understand that pet owners want the very best care for their beloved companions, which often means they have plenty of questions about our services. Whether it’s about dog walking, pet sitting, or our dog boarding options, we’re here to ensure that you feel comfortable and confident with the care we provide. We are always happy to answer any questions to ensure you have peace of mind when entrusting your pet to us.

In addition to answering your questions, we also ask a lot of questions ourselves! This helps us tailor our services to meet the unique needs of your pet(s), ensuring they receive the attention, exercise, and care that best suits their personality, energy level, and any special requirements.

To make things easier for you, we’ve compiled a list of the most frequently asked questions we receive about our business, services, and how we operate. If you have additional questions or specific concerns, don’t hesitate to reach out to us directly. We’re always here to help and provide the best care possible for your pets!

We are licensed, bonded, and insured – as well as highly experienced. When you hire us for Pet Sitting or Dog Walking, your pet can comfortably remain in his or her own familiar home and follow their normal diet and exercise routine. We train our pet sitters and dog walkers in Pet CPR, Pet First Aid, and they follow carefully prepared guidelines. We work to schedule each of our employees so in the event of an emergency, illness, or vacation – each Pet Pal has a backup to cover the work. Bay Area Pet Pals employees must pass our screening requirements and be caring, reliable, and trustworthy.
 
Our Service Areas include: Atherton, Belmont, Burlingame, Foster City, Menlo Park, parts of Milbrae, Redwood City, San Carlos, San Mateo,  Stanford, Palo Alto, Redwood Shores, and Dog Boarding only in Calaveras County.
 
Some service areas may require additional travel fees, please Contact Us to see if we can help you.

We care for most animals, as long as they don’t pose a danger to our employees. We prefer not to provide services for any animals that have a history of biting or attacking other animals or people. For cats, due to liability requirements, we only provide Pet Sitting Visits for cats who can remain indoors during your absence. Our Dog Boarding service is for only dogs that weigh 40 pounds or less in most cases.

The initial consultation allows us to get to know you and your pet while determining if we’re a good match. We can also discuss  lockbox and any alarm codes at this time.
 
To get started, simply Request A Quote.
Owner Lynda Mortensen has over 35 years working with her pets and caring for the pets of others. She has completed training in pet first aid and pet CPR. All of our qualified Pet Pal Team Members have pets of their own and each possesses a big love of animals.
 
We accept Cash, Check, PayPal, Venmo, or Zelle.
 
For Dog Walking and Pet Sitting services, we have a Prepayment Policy in which fees  need to be paid at the time of your reservation.
 
For Dog Boarding, full payment is due within 7 days from the time of the booking.

We carefully manage our schedules to accommodate both our Pet Pals and clients. Because of this, refunds are generally not provided if you return early or depart later than planned. Our services are often booked weeks in advance, and adjustments can impact the availability of care for other clients. However, if special circumstances arise, please Contact Us, and we’ll do our best to address your situation.

For Dog Walking Visits, cancellations must be made at least 24 hours in advance to receive credit. For example, if your walk is scheduled for 2:00 PM, you must cancel by 2:00 PM the day prior.
 
For Pet Sitting Visits, cancellations require a minimum of 7 days’ notice to receive full credit. During the months of November, December, and January, a 2-week notice is required. All cancellation requests must be submitted in writing via email.
 
For Dog Boarding services, cancellations must be made at least 14 days in advance to receive full credit.
We do not perform regular Dog Walking Visits on the following National Holidays:
 
  • Christmas Eve Day through New Year’s Day
  • Martin Luther King Jr. Day
  • Presidents Day
  • Easter
  • Memorial Day
  • Juneteenth
  • 4th of July
  • Labor Day
  • Thanksgiving Day
  • the day after Thanksgiving
However, in special situations, we may be able to accommodate a Holiday Dog Walking Visit with advanced scheduling. Please Contact Us to discuss.
 
For Pet Sitting Visits on holidays, a surcharge of $20 per visit is added for service provided on the following days:
 
  • Christmas Eve through New Year’s Day
  • Martin Luther King Jr. Day Weekend
  • Presidents’ Day Weekend
  • Easter Weekend
  • Memorial Day Weekend
  • Independence Day
  • Labor Day Weekend
  • Thanksgiving Day weekend (Thursday thru Sunday)
To ensure the most reliable and secure service for both our clients and their pets, Bay Area Pet Pals requires each client to utilize a key storage lock box that holds at least two keys (or two sets of keys) to their residence. Having two keys is essential as it provides a backup in case one key breaks or gets misplaced. The lock box must be secured with a combination code, and we recommend choosing one with at least a four-digit code for added security.
 
Using a secure lock box offers peace of mind, knowing that your keys are safely stored at your home and readily accessible when needed.
 
It’s important to provide two identical keys (or two sets of keys) inside the lock box. A backup key is crucial in case of an emergency, such as a broken key or if your Pet Sitter or Dog Walker accidentally gets locked out of your home. If no backup key is available and a locksmith is required, a minimum fee of $125 will be charged, along with any additional time your Pet Sitter must remain with your pet(s).
 
Please note that fees may increase during holidays or weekends. To avoid any issues, we ask that you test all keys to ensure they work properly before placing them in the lock box.
 
We understand that some clients may not be able to use a lock box. If this is the case, please Contact Us directly so we can arrange an alternative solution.
 
For more information on Key Storage Lock Boxes, click here.

All of our scheduling is performed via an integrated system to ensure that no pet is left waiting and no Pet Pal becomes overbooked. All Bay Area Pet Pals services must be scheduled with our main office – please Contact Us for all reservations or cancellations. Please do not contact your individual walker or sitter.

At Bay Area Pet Pals, we prioritize the confidentiality and security of all client information you provide. We are committed to protecting your privacy and use your information solely for the purpose of caring for your pets and processing transactions. All forms submitted through our website, including our Client Information Form, are securely transmitted through our Secure Socket Layer (SSL) Certificate.
For more details on how we handle your data, you can review our Privacy Policy here.
While each of our services includes a lot of caring attention to your pet, the basics of each service are:
 
Dog Walking: Choose this service for Monday-Friday Dog Walking Services only. This service does not include: feeding, caring for other pets, or home sitting services. If you will be away or traveling; please choose from our Pet Sitting or Dog Boarding Services.
 
Pet Sitting: Travelers choose this service for pet and home care. This service can include care for cats, dogs, fish, and other small animals. Pet Sitting services can also include Dog Walks, Pet Feeding, Pet Play Time, Watering Plants, Cat Litter Box Cleaning, Small Cage Cleaning, and General House Sitting Services.
 
Dog Boarding: This service is for dogs less than 40lbs that are to stay at the home of Bay Area Pet Pals for walks, care, feeding, and play time. We do not board cats.
 
Please visit each of our individual service pages for more information.

We make every effort to ensure that the same Pet Pal, who is already familiar with you and your pet(s), provides services each time. However, in the event that your regular Pet Pal is unavailable due to illness or vacation, a substitute Pet Pal will step in. Rest assured, they will be similarly trained and fully informed about your pet(s) and home through detailed notes in your private Client Profile.

Absolutely! We understand how important it is to stay connected with your pet while you’re away. We are happy to provide you with regular updates via email, text, or even photo messages to keep you informed about how your pet is doing. Whether it’s a quick check-in, a detailed update about their day, or a cute photo to brighten your day, we’ll make sure you feel reassured that your pet is in good hands. If you have a preferred method of communication or specific times you’d like updates, just let us know, and we’ll accommodate your requests.

If we notice that your pet’s supplies or food are running low, we will notify you right away to check if additional items might be stored elsewhere in your home. It’s important to provide a sufficient supply of food, treats, or any necessary medications to last the entire duration of your time away.
 
In the event that your Pet Pal needs to purchase additional supplies, a $50 shopping fee will apply, in addition to the cost of the items.

We hope this FAQ page has answered your most pressing questions and provided helpful information about our services at Bay Area Pet Pals.

Our goal is to offer you peace of mind by ensuring that your pet receives the best care possible while you’re away. If you have any additional questions or need further clarification, please don’t hesitate to reach out to us. We’re here to make your experience with us as smooth and stress-free as possible, and we look forward to serving both you and your beloved pets!

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