frequently asked questions

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what precautions are we taking in regards to covid-19?

Safety is of paramount importance to us, so all employees are required to wear a mask and touch as few surfaces as possible while inside your home. We also require all employees to keep us updated on any sickness they experience and adjust scheduling accordingly. We kindly ask all our customers to wear masks when we arrive, if you will be indoors and within 6 feet. If you're booking an in-person meet+greet, we ask that it take place outside, with both parties wearing masks, until our team is fully vaccinated.

which vaccinations do we require?

While many pet care providers don't require proof of vaccinations, we've consulted with our veterinarian customers who have advised us that vaccinations will help keep animals safe. We're kind of obsessed with keeping animals safe, so we do require the following:
For cats: Rabies.
For dogs: Rabies and DHPP.
If your dog is joining us on a group hike, we also require Bordetella.
PS: You can usually call your veterinarian and ask for your pets' vaccinations to be emailed to us at hello@sugarhousepets.com

what's the cancellation policy?

We know. Cancellation policies are the worst. But, like your doctor's office, hair stylist, or your favorite hotel, we schedule time for you and have our employees block out their time. By hiring employees, not contractors, we're able to provide you with consistent, excellent quality; but because they're employees, they rely on us for a paycheck, so we need to pay them for the time they block out. All that said, here's our policy:
For all visits except for overnight pet stays:
Please make any cancellations by 6:00 PM MST the day prior to any service to avoid being charged in full.
For overnight pet stays:
Please make any cancellations 48 hours prior to our arrival time for your overnight pet stay to avoid being charged in full.

are there any fees?

So like we mentioned above, our employees block out their time, and they need peace of mind that they'll know their schedule for the next day. Also, holidays are BUSY! We're often working sun up til sun down on holidays, spending time with your pets and not our families. So:
Bookings made after 6:00 PM MST the day prior to any service will have a $10 fee applied.
Bookings on holidays will have a $10 fee applied.
Overnight bookings on holidays will have a $20 fee applied per night.
Holidays: 12/31, 01/01, 07/04, 10/31, 12/24, & 12/25

should I leave a tip? how are they disbursed?

We all greatly appreciate tips! Thank you in advance!
If you leave a tip, it will be distributed to the employee(s) who completed your services. For example, if you leave a $10 tip on 2 services (one employee completed one service, another employee completed the second service,) those 2 employees will receive $5 each (minus the credit card processing fee.) If you'd like your tip distributed a different way, just let us know!

who can see my information?

Not only are we animal safety nuts, but we're privacy nuts as well. We've even had celebrities use our services because we take it so seriously. Only SHP administrators and the employees assigned to care for your pet(s) have access to your information. Any employees who leave SHP have their access denied immediately.

can I just leave my door unlocked for my pet's visit?

Please don't! Our employees safety isn't negotiable, so we won't enter any home that is left unlocked.
To give us access to your dwelling, please choose from one of these options:
- put your door code in your profile (free!)
- leave us a hidden key under a mat or in a lockbox at your property (free!)
- leave your key with your apartment front desk (free!)
- have us store your key in our secure and locked space (free!)
- have us pick up and drop off your key to and from you ($10 per visit)

my dog is nervous/aggressive towards strangers...

Unfortunately we are not equipped to work with aggressive dogs yet. If your pup is nervous with strangers, we strongly encourage you book an in-person meet+greet with one of our employees.

what's the deal with our off-leash group hikes?

We're tired of collecting other companies' lost dogs during hikes and returning them home. When other dog hikers take 4-8-12 or more dogs, it's impossible to safely care for them all. Not only is the hike dangerous, but we've seen people cram 8 dogs into a small car and drive away with a dog in the drivers seat, so the hiker was barely able to reach the steering wheel. We're sick of this, so:

We only take 2 customer pups per employee.
Why is this important?

1. We don't have to pick up a 3rd pup, so no 2 pups are ever left alone in the car together.
2. Both pups can safely wear a seatbelt and have plenty of space in the car.
3. We don't have to divide our attention between many pups during the hike!

do we offer daycare?

Not yet! But you can help us get there by telling all your family and friends about us!

which vet clinics do we recommend?

Salt Lake City, UT: Sugar House Veterinary Hospital
Portland, OR:
Denver, CO:
Seattle, WA:
San Diego, CA:

what do we do to give back?

Giving back and doing good for the world is part of why we started this, second only to providing pets with the best care. We're still relatively small, but as we grow, check out our plans for doing good in the world. Currently, we:
- donate monthly to the Walking Wild Rescue
- serve on the board of Girls on the Run
- TNR (Trap, Neuter, Release) community cats in SLC
- pay our employees out of pocket to rescue any dogs that aren't with an owner, during their shifts

how are employees vetted?

All employees are background checked, have experience with animals, go through our two interview process, and are trained thoroughly with our very detailed handbook.

can I meet the employee(s) who will be caring for my pets?

Yes! You are welcome to schedule an Additional 30 Minute Meet+Greet in which an employee will come to your home and meet you and your pets (this is $22.)

Beginning May 10, 2021:
You can schedule a time to come to our office in SLC to meet an employee for no cost.

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