POLICIES

 

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.

BOOKING

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. 

KEYS

  1. VIVA PETS keeps your key on file or 
  2. You provide a lock box at your residence that contains the key and provide VIVA PETS with the code or 
  3. Your key may be dropped off at VIVA PETS. Key must be in an envelope labeled with your name & your pet's name. No loose keys.  

PAYMENT

METHODS: We accept payment using 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. When we receive payment, your visit will be confirmed and reserved. 

ADDITIONAL FEES

LAST MINUTE BOOKING FEE: any booking request 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. 

PARKING 

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. 

SUPPLIES

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.

SAFETY

If a caregiver is bitten and feels unsafe with your pet, you will be notified immediately and service will be discontinued.