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.

TAL’S CODE OF CONDUCT

In the memory of our beloved VP pal, Tal, who passed away in October 2023 who always treated the entire team with the upmost respect & care

Due to the limited capacity of clients we are able to accept, we can only move forward with clients who are interested in a collaboration of care and who respect our experience and expertise.

We reserve the right to refuse or discontinue service if we are not in alignment with clients, are disrespected, or our policies are not be adhered to.

COVID-19

In memory of our beloved VP pal ,Deb, who passed away in January 2023 due to COVID-19

As of March 2024: We are still operating with COVID precautions to keep our immune compromised clients, team, and friends safe.

We require full vaccination proof (with booster) from all persons living in the household for all services. The entire team is fully vaccinated. We are continuing to wear masks and wash our hands upon entering your residence.

TESTED POSITIVE? - If anyone in your residence has tested positive we require two negative test results from all persons in household to resume service.

1. Two rapid tests over three days with at least 24 hours (and no more than 48 hours) between tests. Each at home rapid tests come with 2 tests for this reason.

2. Both tests must be submitted with photos containing:

A. ID

B. Digital time clock such as computer, tablet, phone.

C. Rapid test

OVERNIGHTS - We require two negative test results within 72 hours prior to departure in addition to vaccination proof.

1. Two rapid tests over three days prior to leaving with at least 24 hours (and no more than 48 hours) between tests. Each at home rapid tests come with 2 tests for this reason. Our booking email will include the exact dates these tests are needed.

2. Both tests must be submitted with photos containing:

A. ID

B. Digital time clock such as computer, tablet, phone.

C. Rapid test

BOOKING

Submit all availability inquires, quote requests, special inquires, or service requests by booking online. Office hours are M - F, 9am-6pm. All requests are responded to in the order in which they were received within 48 hours. During peak seasons (weeks surrounding holidays) please allow up to 72 hours. So that we can remain responsive, please limit phone calls to emergencies only: 323.577.8482. Additionally our number does not accept text messages. 

SCHEDULING

Our weeks are scheduled Monday through Sunday. We require booking requests (and payment to confirm service) no later than the Friday @ 6pm previous to the upcoming week. We finalize our schedule for the upcoming week on Friday evenings. We only confirm, schedule, and reserve any and all services once payment is received. We do not hold days until payment is received. Our schedule is first come, first confirmed. The sooner we receive your request the more likely we will have the availability you need. Feel free to submit last minute requests post Friday. We always try the best we can to accommodate but we can not guarantee availability. We work as a team to maximize flexibility and availability.

PAYMENT

METHODS: The only payment method we accept is Venmo. Our username is @VPLACA.  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 along with a Venmo request. All that needs to be done is to complete payment. Only when we receive payment is your service confirmed and reserved. 

For set schedules reoccurring every week, payment is due no later than Friday prior to the upcoming week @ 6pm. We will send a weekly Venmo request on Wed/Thur.  

TIPS: Any tips can be sent to our Venmo @VPLACA with a note indicating which caregiver it is for. ALL tips go to the caregiver. Every. Last. Cent. (Example: Zoë for being awesome or team)

ADDITIONAL FEES

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: All cancellations need to be submitted through our cancellation page to be eligible for a refund by our weekly schedule deadline. The schedule deadline is each Friday @ 6pm (for the following week). Your cancellation deadline will be on your booking email.

HOLIDAYS: All holidays are an additional $10 per visit.

HOLIDAY CANCELLATION: Must receive cancellation a minimum of 72 hours prior to the first scheduled visit to receive full refund. If a visit is cancelled after that, your payment will be forfeited.

Why do 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. 

OVERNIGHTS

A slumber party at your residence! A caregiver is with your pet the entire duration of the 12 hours (8pm - 8am). For pups, this includes a minimum 30 minute PM walk, pee break before bed, and 30 minute AM walk. This includes feedings and any house-sitting duties.

What we need from you? #1 We require a negative COVID test from all clients living in the household. #2 Cleanliness. Your residence must be in appropriate condition to housing a guest. We ask that the bed be made with fresh sheets day of departure for the caregiver. If a bed is not available for the caregiver an alternative must be provided - air mattress, rollaway, cot etc. If a caregiver arrives and the residence is not in acceptable cleanliness condition you will be notified immediately, they will provide a PM visit and return for an AM visit, the overnight will be forfeited and a refund will not be issued. #3 If you have an in home camera, we ask for a DARK period of 9pm - 7am for privacy.

CLIENT PROFILES

Help us help you! Please keep your client profile information current and up to date. Avoid information getting lost in the email shuffle. All details pertaining to visits should be put on your profile. The temporary note section is for limited specific time instructions. (Example: Fido is in bedroom Friday due to housework being done or medication schedule for current trip only). We need profiles updated at time of booking to review & assess before we can confirm a request. As well as 48 hours prior to departure for review & follow up questions. Need your link? Submit your email. Make your life easier: visit your App Store and download the Google Docs application.

KEYS

All clients must have a lock box at residence that contains the key and provide VIVA PETS the code. We do not accept hand-offs of keys or keep keys on file at any time. Lockboxes have proven to be the most effective way for us to provide your pets with our extraordinary care. They allow us to navigate the traffic of LA, be as flexible as possible for bookings, & increase our radius of service.

Lockboxes must be in a well lit & accessible area. They are to be mounted or shackled securely to a surface that they can not be removed from.

SECURED BUILDINGS - We must be given an access code or be on a list with security / the concierge. We can not rely on being buzzed in or let in by other tenants, as this can seriously affect our schedule & the time management of our day.

PARKING 

In areas that have difficult parking – such as Downtown, Koreatown, West Hollywood, etc. – we can only book service if parking is provided (driveway, parking spot, guest parking, access to parking garage with garage code or clicker etc) or if 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 service and more time is needed to secure parking, that amount of time will be added to the visit. If additional time was needed, this will be included in the email report we send and invoiced. 

SUPPLIES

Please provide an appropriate amount of supplies we will need (poop bags, food, cat litter, etc.) for your visits. This maximizes the amount of quality time spent with your pet instead of hunting for supplies. If additional supplies are needed during duration of visits, we recommend ordering supplies online & having them shipped to your residence. We also offer supply shopping starting at $30 + supply reimbursement.

RAIN

Oh, LA pups! If they don’t mind the water, we’ll walk them, no problem. If they are a bit more fearful – like the Wicked Witch of the West – we’ll make sure they take care of business & then get them back in the dry zone. Either way, please have a towel handy by the front door. This makes it easy to wipe down your wet pups & helps keep us on-schedule.

SAFETY

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

FLEAS

In order to care for your pets, we require that they & your home be free of fleas. If possible, we recommend that your furry pal be on current flea medication. We do not need those pesky bugs hitching a ride on us, causing us to carry them from client to client so they can infest everyone’s homes! If we discover fleas during a visit, we will alert you & figure out a game plan immediately to eliminate the problem.

MEDICATION

Any medication needs to be disclosed at the time of booking. There is not an additional fee for medication administration however we do require a 45 minute visit minimum. However, more extensive medication regimens may require longer visits. Details will be discussed and agreed upon prior to service.

Sammy’s Nail Policy - All cats needing medication must have trimmed nails to ensure the safety of our team and the smooth administration of medication. Nails caught on clothing can add significant stress for cats.