• 1. Do you have references?

      • Yes, we can provide you with a long list of satisfied clients who have been with us for over a decade!
  • 2. Do I have to sign a contract?

      • Yes, as with any service you agree to let us into your home to care for your animals as well as that you are aware of and agree to our policies/ procedures, this happens seamlessly as you complete your booking.
  • 3. How much notice do you need when making a booking?

      • Our repeat clients can book very easily with very little notice required.  If you are a new client then we do require at least two week advance notice.  This gives us the necessary time to set up an initial consult with you and to help you create an online Flying Duchess account where all your pet’s information will be stored securely and which you can easily access as a repeat client to book the next time you need to travel.  This is also where all your pet reports will be left by your sitter, and where you can privately message or communicate with your sitter.  
  • 4. What is your service area?

      • Down-town Toronto, Cork town, Distillery District, Harbourfront, Lakeshore, Etobicoke, Brampton, Scarborough, Bloor West, High-Park, The Junction, Roncesvalles, Parkdale, Liberty Village, City Place, Jamestown, Riverdale, Leslieville, Beaches, Danforth, Rosedale, Yorkville, Davisville, Summerhill, Republic of Rathnelly, Foresthill, Eglington, Wychwood, Deerpark, Bayview, Beaches, Richmond hill, Brampton, North York and East York – Click here for a map of our service area.
  • 5. What is your cancellation policy?

      • REFUNDS – CHANGES TO BOOKING, CANCELLATION POLICY:: * A service fee of $15 will be applied to all cancellations & changes. * Less than 72 hours cancellation notice prior to service commencement for all booked visits: $15 service + fee equivalent to the first visit.
      • * Less than 24 hours cancellation notice prior to service commencement for all booked visits: No Refund
      • * No refunds for cancellation of visits on the following dates that a holiday fee is charged: Winter holiday season (Dec 20 – Jan 2), Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday -First Monday in August, Labour Day, Thanksgiving Day
      • * No refunds for cancellation requests made after December 1st for any visits taking place between December 20th and January 2nd.                                                                                      * The are no refunds for services that have commenced. *LATE BOOKING FEE POLICY – Bookings made less than 24hrs and that require a manual invoice will be subject to a late booking fee of $15.
  • 6. Are you bonded and insured?

      • Yes. Flying Duchess Pet Sitters insured and bonded through Binks – Intact Insurance, the exclusive insurance brokers for Pet Sitters International (PSI) Members. We are veterinarian approved service, and also certified by the following: NAPPS – National Association of Professional Pet Sitters, PUPS – Professional United Pet Sitters, PSI – Pet Sitters International.

The insurance plan includes professional liability, general liability, coverage for your home and contents, lost key, lockbox coverage and complete coverage for your pet, injury during transit and runaway recovery expenses and rewards.

  • 7. How do you handle keys?

      • We do not handle keys. Keys are handled by a secured lockbox. This is a realtor grade lockbox and will allow the pet sitter to enter your home as per your instructions to provide the best care possible for your pet while allowing you the peace of mind of knowing that should there be an emergency either for your self or your pet sitter, we will be able to care for your pet even at short notice. All lockboxes and its contents are covered under our insurance.

Alternatively, if you live in a condominium with 24 hour concierge, keys many then be handled via your concierge. We ask that clients clearly address the envelope containing the keys to Flying Duchess Pet Sitters C/O your sitter’s name for pick up. The lockbox/concierge method has proven to be a very reliable, secure and efficient method for our ever growing client base. And has also proven to be cost effective for our clients; saving them the added expense of reoccurring key pick-up or drop off charges.

  • 8. Can I get updates about my pet while I am away?

      • Most definitely! We have our very own Toll Free Virtual Voice Mail Box system form where you can access your sitter’s reports from anywhere in the world. So whether you are cruising the South China Seas, or riding the Orient Express, or just taking a trip up north to your cottage, wherever you go, you will always have the ability to listen to your sitter’s report as they leave it, by simply dialing 1-855 FLY DUCH (1 855 359 3824). There will be a time and date stamp for each report left. – Click here to listen to a sample report.
  • 9. Can I get pictures of my pet while I am away?

      • Certainly, when you select the premium service options (Cats – 60min visits) (Dogs – 24hr Premium Live-in Service) this entitles you to picture reports which will be sent once every two days via email, in addition to the voice-mail reports. – Click here to see sample pic reports.