In order to give your pets the quality care they deserve and you expect, please adhere to the following policies.If you have any questions, please let us know.
Schedule all services by booking online. Office hours are 9am-6pm. If you've sent a booking request within that window, we will get back to you by end of day. If you've reached us after hours, we will get back to you the next business day. So that we can remain responsive, please limit phone calls to emergencies only: 323.577.8482. Additionally our number does not accept text messages.
We do not have a brick & mortar location & thus do not have a drop off location.
VIVA PETS keeps your key on file (if booking a meet & greet) or
You provide a lock box at your residence that contains the key and provide VIVA PETS with the code or
Your key may be picked up by a caregiver at your residence for a $25 fee
SECURITY & SAFETY - For these reasons, keys are not to be left out unsecured (i.e. under a mat, in a planter, bush, mailbox etc.). If you leave your key(s) out this way, then a caregiver will collect immediately and we will charge a Last Minute Booking Fee of a minimum of $35. If this occurs outside of business hours an additional fee applies. In turn we will never leave your key at your residence unsecured.
SECURED BUILDINGS - We must be given a key, FOB, or access code to gain entrance to building. We can not rely on being buzzed in or let in by other tenants coming & going. This impedes on our schedule & time management of our day.
METHODS: The only payment method we accept is Venmo. Our username is @viva-pets. Need a Venmo account, don't know what it is, need help? Set up a Venmo account
DUE: After you book online, we will send you an invoice with the total amount owed. Only when we receive payment, is your visit confirmed and reserved.
For set schedules reoccurring every week payment is due no later than Sunday prior to the upcoming week @ 6pm. We will send a courtesy weekly Venmo request on Fridays as a reminder.
HOLIDAYS: All holidays are an additional $10 per visit.
2019 holidays - May 27th, July 4th, Sep 2nd, Nov 11th, winter holidays TBD.
HOLIDAY CANCELLATION FEE: Any holiday week booking cancelled 72 hours prior to the first scheduled visit will be refunded. Any holiday booking cancelled after 72 hours prior to the holiday payment will be forfeited.
LAST MINUTE BOOKING FEE: Any booking request or payment made after 6pm for the following day is an additional $10 per visit. We try to accommodate all last minute requests but it is not guaranteed we will have the availability.
CANCELLATION FEE: Any booking cancelled after 6pm for the following day will be charged for visit.
Why we have these fees? Our schedule is finalized for the next day at 6pm. If we receive requests after this time the schedule of clients & caregivers needs to be completely redone.
In areas that have difficult parking such as Downtown, Koreatown, West Hollywood etc we can only book visits if there is parking provided (driveway, parking spot, guest parking etc) or client agrees to reimburse all parking fees (parking meters, lots, etc.). If a client does not disclose difficult parking areas, arrangements are not discussed prior to visits and more time is needed to secure parking that amount of time will be added to the visit. If additional time is needed this will be included in the email report we send at each visit and invoiced on the last visit.
Please provide an appropriate amount of supplies for your visits (poop bags, food, cat litter, etc.). This maximizes the amount of quality time spent with your pet. If additional supplies are needed during duration of visits we recommend ordering supplies online & having them shipped to your residence or we offer supply shopping starting at $25 + supply reimbursement.
If a caregiver is bitten and feels unsafe with your pet, you will be notified immediately and service will be discontinued.