Frequently Asked Questions

Listed below are some of the questions we have been asked. If you would like to know anything else please contact us.

Common Questions

How do I book a service or arrange a free no-obligation meeting?

Simply call 0413 097 821 or email info@ani-mates.com.au to arrange a time for Petmates to meet you and your pets at your home. A service agreement and pet profile will be completed during this meeting, or we can email the forms for you to complete prior to the meeting if you wish to save time.

When do you collect the keys and how do I get them back?

Keys are supplied by you during the first meeting. Other collection times are an option but are charged at $10 each time. It is preferable for Petmates to retain your keys which also benefits you for short notice or regular bookings and saves on additional key collection costs. All keys are coded, kept in a secure wall safe and separate to your personal information. If you do require your keys returned, this can be arranged within five days of your request.

When and how should I pay?

Bookings less than $150: Full payment is due at time of booking.

Bookings more than $150: 50% deposit at time of booking, balance to be paid by first day of service or per job basis.

Payment Methods: cash, electronic transfers, direct deposits, money orders or cheques.

Are there extra charges for public holidays?

Public holidays are charged at double rate.

What happens if I have to cancel a service?

Should you need to cancel, no charge will be made for more than two days notice. Two days or less notice will incur a charge of 100% of the booking.

What areas do you cover?

Manly and Northern Beaches area, please contact us for further details.

Why should I choose Petmates?

At Petmates we really care about your animals and love our job. Please visit this page to find out why you should choose us.

Do you have any references?

We have lots of great references from our happy clients. Please visit this page to read some of our glowing references. More written references are available to view.

What insurance do you have?

Petmates Pet Services promises to continually be insured for full public liability insurance plus care custody and control.

We are also police check approved giving you peace of mind that you are leaving your home in safe hands.

Pet minding

What happens if there is an emergency while I'm away

Petmates has the health and wellbeing of your pet first in mind and will always act in the best interest of you and your pet. We will contact you or your nominated person should your pet be taken ill or any other emergency. Petmates will contact your own vet first, should they be unavailable we will use another highly qualified veterinary practice and strictly follow advice given. Any vet and transportation fees are to be paid by you within seven days of your return.

How often do you visit my pets?

It is recommended for cats and small animals to have at least one visit a day and a minimum of two visits for dogs. For your pets' health and safety more frequent visits are recommended during periods of hot weather.

How long will you spend with my pet?

We will spend at least half an hour at each visit, completing all tasks and spending quality time with your pets, but we will always stay longer when we can.

Will my home be secure while I'm away?

Your home will be security checked at each visit with your lights / curtains etc altered to give that lived in look.

What do I need to do before I go away?

To make your trip easier, Petmates has prepared a quick checklist for you to ensure the smooth handover of your pets to us. Download the checklist here (78KB).

(Note: this requires the Adobe Acrobat Reader to view. If you do not have the reader you can download it for free from www.adobe.com/products/acrobat/readstep2.html

Dog walking

How many dogs do you walk at one time?

For group walks no more than four dogs will be walked to ensure the safety and well-being of each dog. Individual walks for the less social or 'sprightly' dog can also be provided.

How much time do you spend on each walk?

On group walks your dog will be exercised for a full hour and individual walks vary from one hour to a walk around the block, depending on you and your dogs' requirements. Should a walk be cut short due to unforeseen circumstances such as excessive temperatures or rain, the remainder of time will be used for special attention and play.

Do you go out in all weather?

Petmates is very used to varying types of weather and will always take your dog out. However, special considerations will be made during adverse weather ensuring your pets well-being (e.g. shaded / water areas), rest assured they will always be cared for. Fresh water is provided for your dogs in our vehicle.

Where will my dog be walked?

In our experience dogs appreciate variety so they will be exercised at different parks, beaches, walks etc. Petmates always follows rules and regulation on when, where and how dogs can be walked.

Will my dog be walked on a lead?

Primarily this is your decision, if you would prefer your dog to stay on a lead we can ensure they get a good run on a flexi-lead. If you are happy for your dog to be let off the lead, we will only do this after we have got to know your dog’s behaviour and feel confident they will respond to commands.

What do I need to leave out?

Please use our helpful checklist. Download the checklist here (78KB).

(Note: this requires the Adobe Acrobat Reader to view. If you do not have the reader you can download it for free from www.adobe.com/products/acrobat/readstep2.html

Overnight minding

What is the process?

At least a two week advance notice is advised to guarantee this service during your holiday time. After checking availability, an initial interview is required before the start of overnight minding. This is an opportunity for you the client to meet your pet carer and decide if you want to proceed, and for the carer also to agree. Upon agreement a 50% deposit is taken upon completion of our service agreement.

What do I need to do?

Let us know which room you would like your carer to sleep in during their stay and if we are to provide our own temporary bed. (If staying in one of your beds, our carer will strip the bed and put linens in the washer at the end of their stay). Our carer will provide their own food, but may need to use your stove, microwave, etc. Please let us know if there are any special instructions or restrictions for use of these appliances and TV. Please provide enough pet food, toys and supplies for the entire period of your holiday. Please read our terms and conditions for other general requirements.