FAQ
Getting Started & Onboarding
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To ensure the Gold Standard of care, we follow a personalized four-step process to welcome new companions to our family:
Step 1: The Initial Inquiry (Quick Screen): Complete the form on our website to ensure we serve your area and align with your needs.
Step 2: Detailed Profile & Verification: If we are a match, you will receive an invitation to our secure Time To Pet portal to complete a comprehensive companion health and home profile. This includes uploading mandatory vaccination proof.
Step 3: Private Consultation: We finalize your personalized care plan during an in-home meeting to meet you and your companions.
Step 4: Confirm Booking & Relax!: Once the consultation is complete and your first service is secured on our schedule, you can travel or work with total peace of mind.
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We primarily serve La Mesa, California, and surrounding communities.
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We will review your information to confirm that your location is within our service area and that your request aligns with our specialized care model. If we are a match, you will receive a personalized email with a link to activate your secure profile in our client portal, Time To Pet. Completing your profile and the verification of vaccination records is the essential next step before we can schedule your Private Consultation.
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The Private Consultation (Step 3) is our mandatory in-home meeting. It is a prerequisite for all new clients utilizing The Gold Standard Promenade, Boutique Wellness Visits, or The Distinguished Residency. This allows us to familiarize ourselves with your home’s stewardship needs and ensure a seamless, personalized experience for your companion.
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The detailed profile is the crucial Step 2 of our process. It allows us to gather all essential emergency contact information, veterinarian details, and specific health or mobility needs in one secure place. This ensures we can act quickly in the event of an emergency and tailor our physical approach to your companion’s comfort.
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No. As part of our commitment to the Gold Standard of care, the initial Private Consultation is included in our onboarding process. Service fees are only finalized and settled once the consultation is complete and your dates are officially secured on our boutique schedule.
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Yes, absolutely. We uphold a Commitment to Discretion throughout our entire process. Your initial inquiry is protected by industry-standard SSL encryption, and your detailed records are maintained within Time To Pet, a secure portal specifically designed for professional pet care.
Services & Care Details
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We offer a specialized range of boutique pet care services designed for the discerning pet owner:
The Gold Standard Promenade: Curated, private walking experiences tailored to your dog's pace and personality.
Boutique Wellness Visits: Professional drop-in care for dogs, cats, and various small animals (birds, rabbits, guinea pigs, etc.).
The Distinguished Residency: Premium in-home overnight care for the ultimate peace of mind while you are away.
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Our role as pet care providers includes the dedicated stewardship of your residence. This includes bringing in mail, newspapers, and packages (under 50 lbs.) and placing them in a designated spot inside your home. We also perform thorough security checks, ensuring doors are locked and alarms are set before we depart. Please note that we do not handle private correspondence, bills, or sensitive documents, as our primary focus is the dedicated care of your pets and the basic security of your home.
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To respect the privacy of our providers and the security of your home, we maintain a Commitment to Discretion. We require full disclosure of all active monitoring devices, including smart doorbells and internal/external cameras, prior to service. Per our Privacy Policy, no recording devices are permitted in private areas such as bathrooms or designated provider rest areas.
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For your dog's safety and our professional peace of mind, all Gold Standard Promenades are conducted on-leash. Off-leash activity is only permitted in securely fenced, private areas with prior client permission and a thorough understanding of potential risks.
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While we strive to walk dogs from the same household concurrently, safety is our top priority. If dogs cannot be safely walked together due to temperament, leash skills, or reactive behaviors, we will conduct separate promenades. In these instances, each separate walk is charged as a base service fee.
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As a small, dedicated boutique business, we strive for consistency. You can generally expect the same familiar face for every visit. In the rare event of illness or unforeseen circumstances, you will be notified in advance if a trusted, qualified backup provider is assigned.
Safety, Trust & Professionalism
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Your companion’s safety and your home’s security are our highest priorities. As a specialized boutique service, our team is led by a Certified Professional Pet Sitter (CPPS)®, and every Care Provider we employ is background-checked and trained to meet our rigorous professional standards. We maintain membership in professional organizations like Pet Sitters International (PSI) to ensure our protocols remain the gold standard in the industry. We treat every residence with the highest level of stewardship and every pet with the same respect we would our own.
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Yes. Best Friends Pet Services LLC is a professionally licensed business in La Mesa and San Diego, CA. Our operations are fully protected by a comprehensive commercial liability policy through PetCare Insurance, specifically tailored for the professional Gold Standard of care.
While traditional bonding is limited to theft and dishonesty, our firm prioritizes a broader scope of protection. Our policy includes Broadened Property Damage and specialized Care, Custody, and Control (Animal Bailee) coverage. This ensures that both your residence and your companions are protected against accidental damage and injury—providing a level of security and professional accountability that exceeds the standard bond used by casual services.
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We operate under a principle of Mutual Discretion. While we respect your use of home security technology, we require full disclosure of all active monitoring devices (including audio/video and smart doorbells) prior to service. Per our professional standards, recording is strictly prohibited in private areas such as bathrooms or designated provider rest areas.
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In the event of an emergency, our protocol is to immediately contact you via your primary phone line. If you are unreachable, we will contact your designated emergency contact. Simultaneously, we provide real-time documentation through the Time To Pet portal to ensure all parties have access to critical updates. As outlined in your secure profile, we will transport your companion to your preferred veterinarian or the nearest 24-hour emergency animal hospital. We remain on-site with your pet until we have made direct contact with you and a care plan is in place.
Special Pet Needs & Behavior
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We specialize in providing individualized care for companions with unique medical or physical requirements. Our Terms & Conditions require the disclosure of chronic conditions or physical limitations (such as arthritis or heart conditions) so we can tailor our physical approach to your companion’s comfort and safety. We are well-prepared to handle diverse health situations and will meticulously follow your specific veterinary and care instructions.
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We understand that every pet is an individual. During our Private Consultation, we discuss any anxiety or behavioral considerations (such as shyness or leash reactivity) in detail. Your companion's comfort is paramount, and we tailor our approach to ensure they feel secure and happy while in our care.
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For the safety of your companion and our Care Providers, we do not accept pets with a history of aggression towards humans or other animals, including biting, snapping, or lunging. We require full disclosure of any behavioral history on our Initial Inquiry Form. If we observe aggressive tendencies during our Private Consultation that pose a safety risk, we reserve the right to decline service and provide referrals to specialized behavior modification professionals.
Pricing & Payments
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While there are many options for pet care, Best Friends Pet Services is a specialized boutique service dedicated to a higher standard of care. When you choose us, you are choosing a professional partnership rooted in reliability and expertise.
Our rates reflect the boutique quality we bring to every visit:
Certified Expertise: As Certified Professional Pet Sitters (CPPS)®, we are prepared for more than just the basics; we are constantly looking out for your pet’s health and well-being.
Detailed Home Care: Our visits include thorough security checks of your residence. We ensure doors are locked, alarms are set, and your home is exactly as it should be before we depart.
Security & Transparency: We use a professional portal to provide GPS-verified updates and photos after every visit, ensuring you stay connected to your pet and your home.
Fully Protected: As a legitimate professional service, we carry comprehensive insurance to protect your home and your pet, providing a level of security that casual services simply cannot offer.
Choosing our "Gold Standard" means you can work or travel with total peace of mind, knowing your best friend and your home are in capable, professional hands.
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We offer two tiers of overnight care within The Distinguished Residency:
Standard Residency (120/24-hour cycle): Designed for independent companions. This includes a 24-hour service cycle with a maximum provider absence of 3 continuous hours.
Exclusive 24-Hour Constant Care (350/24-hour cycle): Mandatory for companions requiring uninterrupted presence or "zero breaks" due to medical needs, senior care, or severe separation anxiety.
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To maintain the integrity of our boutique schedule and ensure our current clients receive focused attention, services requested with less than 24 hours' notice are subject to a Same-Day Booking Surcharge:
+10 for The Gold Standard Promenade or Boutique Wellness Visits.
+50 for The Distinguished Residency.
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Yes. Companions under one year of age require specialized care, increased potty breaks, and training reinforcement. Our Puppy Care Add-On ensures your young companion receives the focused supervision and developmental support they need to thrive.
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We intentionally focus our primary care within a 5-mile radius of La Mesa. For locations outside this primary zone, a travel surcharge ranging from +10 to +20 is applied per visit to cover the additional time and logistics involved in maintaining our high standard of reliability.
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To secure your placement on our boutique schedule, full payment is due at the time of booking via our secure Time To Pet portal. We accept all major credit cards for your convenience.
Booking & Availability
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We recommend booking as far in advance as possible to ensure placement on our boutique schedule, especially during holiday periods and peak seasons.
For New Clients: We recommend beginning the Initial Inquiry process at least one week prior to your required start date. This allows ample time to complete our four-step onboarding process, activate your secure profile, and conduct your Private Consultation.
For Existing Clients: For established Gold Standard Promenades or recurring Boutique Wellness Visits, we suggest setting up a consistent schedule directly through the Time To Pet portal to ensure your preferred time blocks.
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Availability for The Distinguished Residency is strictly limited to ensure our providers can offer the highest level of focused care and dedicated home stewardship. Because we prioritize quality over volume, we recommend securing your residency dates as soon as your travel plans are finalized.
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Yes. However, as a boutique firm, our holiday schedule fills very quickly. We recommend booking holiday services at least 3–4 weeks in advance. Please note that holiday bookings may be subject to a holiday surcharge, which will be transparently listed in your portal.
