Creature Cadets and COVID-19

As the COVID-19 situation evolves, we will continue to follow government guidance. We will let you know which, if any, of our processes apply to your pet-care services.

General Questions

Our priority


Our priority is the health and safety of you, your pets and us.




Are you still helping out with pets during the COVID-19 pandemic?


Yes. Creature Cadets will continue to operate during the COVID-19 pandemic for as long as we are healthy and government direction enables us to do so.

In order to operate in these strange times, we follow World Health Organisation and Australian Department of Health guidelines.




What changes have you made in response to COVID-19?


To try and keep us all healthy we follow WHO & government guidelines. We have implemented robust health & hygiene processes. We use hospital-grade disinfectant & alcohol-based hand sanitisers. For detail about our processes for each of our services, click the processes section above.




Pets and COVID-19


There have been reports from Hong Kong of 2 dogs that have tested positive for COVID-19 but showed no symptoms. Advice from the World Health Organisation (WHO), US Center for Disease Control (CDC) and the Australian Veterinary Association (AVA) is that, at this stage, there is still no evidence that companion animals play a role in the spread of COVID-19, or that they become sick. Creature Cadets will continue to practice good animal hygiene (no kisses!), thorough clear-up of dog poop and regular hand-washing. We will continue to monitor this fast-moving situation and adapt our policies accordingly. If you have a suspected or confirmed case of COVID-19 in your household and would like help with your pet, get in touch on 07 2100 0188 so we can discuss your particular situation.





Helping with uncertainty

Removal of 7-day cancellation policy


We understand how quickly this situation is changing and the stress it is causing our community. We have no intention of adding to this stress. Until further notice, our 7-day cancellation policy has been removed. If your plans change and you need to cancel your service with us, just give us as much notice as you can - we will refund you.




What if my travel plans change due to COVID-19 while you're looking after my pet?


We completely understand the amount of uncertainty this situation is creating. If the COVID-19 pandemic causes your travel plans to change unexpectedly and you get delayed while we're looking after your pet: 1. Let us know as soon as is practical. Home Boarding: 1. If we have availability, we will keep your pet with us until our next booking begins at 50% of your current rate. (Please keep in mind that our next booking could occur within 24 hours of yours ending). 2. We will go out and purchase any additional food and cleaning materials for your pet to cover the delay. Where possible, we will purchase lthe same food and cleaning materials that your pet usually uses. If that is not possible, we will idenitfy a suitable alternative. 3. We ask you to identify an alternative person to look after your pet in the event that you are not be home before our next booking begins. 4. We will ask you to transfer money to our bank account to cover the anticipated delay. In the event of your delay being shorter than anticipated, we will refund any surplus money to you. Home Visits & Dog-Walking 1. We will keep visiting and/or walking your pet for up to 5 days from the end of your original booking at 50% of your current rate. 2. We will go out and purchase any additional food and cleaning materials for your pet to cover the delay. Where possible, we will purchase lthe same food and cleaning materials that your pet usually uses. If that is not possible, we will idenitfy a suitable alternative. 3. We ask you to identify an alternative person to look after your pet in the event that you are not be home within 5 days of your original booking ending. 4. We will ask you to transfer money to our bank account to cover the anticipated delay. In the event of your delay being shorter than anticipated, we will refund any surplus money to you.





Our processes

Dog walking


We follow WHO and Australian government guidelines to protect ourselves and others from getting sick.

We carry alcohol-based hand-sanitiser and hospital-grade disinfectant to all our services.

All our dog walking kit is disinfected prior to arriving at your home.

On arrival at your property, we sanitise our hands.

Any of your equipment (harnesses, collar clips etc) that we use is disinfected by us prior to us using it.

Anything we need to touch on or in your property (gates, keys, door handles etc) is disinfected prior to us touching it.

Whilst walking your dog, we will continue our normal policy of avoiding other dogs. This policy is in place to avoid conflict with other dogs but will also serve as useful, practical social-distancing.

Before re-entering your property, we will sanitise our hands.

When we leave your home, our kit is re-disinfected in preparation for our next job.

If you are at home when we visit to collect your dog, please read our section on Contactless and Minimum-Contact handovers. If that is not suitable or appropriate, we will practice social distancing when picking-up or dropping-off your dog from your home.




Home Visits


We follow WHO and Australian government guidelines to protect ourselves and others from getting sick.

We carry alcohol-based hand-sanitiser and hospital-grade disinfectant to all our services.

Any equipment we bring into your home is disinfected prior to arriving at your home.

On arrival at your property, we sanitise our hands.

Anything we need to touch on or in your property (gates, keys, door handles etc) is disinfected prior to us using it.

Where practical, we will conduct the majority of the home visit in your yard. Where that isn't practical (e.g. indoor cats, aquariums, terrariums etc.), we will follow the measures laid out in the rest of this answer.

We will not disinfect anything that may come into contact with your pet's mouth (toys, bowls etc) as the disinfectants we use are harsh chemicals. Instead we will use one of 2 methods to minimise the chances of bringing COVID-19 into, or out of, your home:

1. We will wear latex gloves for the duration of the visit.

2. We will sanitise our hands with alcohol-based sanitiser on entry and exit from your property.

When we leave your home, our kit is re-disinfected in preparation for our next job.

If you are at home when we visit, please let us know. We can then practice social distancing.




Home Boarding & Day-Care


Home Boarding will continue with the following small changes.

We follow WHO and Australian government guidelines to protect ourselves and others from getting sick.

We use alcohol-based hand-sanitiser and hospital-grade disinfectant in our home.

We have implemented Contactless Pick-Ups & Drop-Offs, see the separate section above.

As well as our usual pre-stay deep-clean, we will also disinfect all likely client touch-points in our home (gates, door handles etc) shortly before your arrival for drop-off and pick-up.

We will either use soap & water or disinfectant to clean all your dog's belongings when you arrive and, again, shortly before you collect them.

Whilst walking your dog, we will continue our normal policy of avoiding other dogs. This policy is in place to avoid conflict with other dogs but will also serve as useful, practical social-distancing.




Meet & Greets


As well as our routine, in-home, Meet & Greets, we now have the option of a remote Meet & Greet conducted on a video call. A video-call Meet & Greet gives you the opportunity to figure out if we're the right people to look after your pet and gives us the opportunity to understand how you care for your pet so we can replicate it. In our opinion, it's not quite as good as a Meet & Greet in person (in particular, it doesn't give your pet the chance to get to know us). However, in the current climate, we feel remote Meet & Greets definitely have a place. (We understand that not physically meeting the people you're asking to care for your 4-legged family member is daunting. To ease any concerns, as well as being police-checked, we would ask you to read the testimonials from those clients that have met us.) When you book your Meet & Greet, let us know which method best suits your situation.




Home Stay - Contactless Drop-Off


On Government guidance or at our discretion, we will conduct a Contactless Drop-Off in our secure back-yard. This enables your dog to be off-leash, allows the handover of your pet’s belongings whilst maintaining social-distancing between us.

A Contactless Drop-Off looks like this:

  1. Let us know when you’re on your way. This enables us to do a final disinfect of likely touch points before you arrive. (Call or SMS us on 0449 975 767 or message us through our app.)

  2. We will meet you on your arrival and bring you through to the back yard.

  3. We will take your dog’s belongings and chat through any changes to your pet’s routine since the Meet & Greet.

  4. After saying goodbye to your pet, you’ll head-off and enjoy your break!

  5. We will then disinfect your pet’s belongings* and bring them into our home.

We really appreciate your help making this process run smoothly. If you have any questions, get in touch at hello@creaturecadets.com

*For any of your pets belongings that touch their mouth, we clean using hot water and soap. For the remainder, we use hospital grade disinfectant.




Home-Stay - Contactless Pick-Up


On Government guidance or at our discretion, we will conduct a Contactless Pick-Up in our secure back-yard. This enables your dog to be off-leash, allows the handover of your pet’s belongings whilst maintaining social-distancing between us.

A Contactless Pick-Up looks like this:

  1. Let us know when you’re on your way. This enables us to do a final disinfect of your pet's belongings* and likely touch points before you arrive. (Call or SMS us on 0449 975 767 or message us through our app.)

  2. We will meet you on your arrival and bring you through to the back yard.

  3. We will hand back your dog’s belongings and chat through any changes to your pet’s routine since the Meet & Greet.

  4. You and your pet will then head-off and enjoy the rest of your day!

  5. If you are concerned about potential transmission of COVID-19 on your pet's fur, we suggest a quick bath and shampoo.

We really appreciate your help making this process run smoothly. If you have any questions, get in touch at hello@creaturecadets.com

*For any of your pets belongings that touch their mouth, we clean using hot water and soap. For the remainder, we use hospital grade disinfectant.





What if....

What if someone in Creature Cadets gets ill while my pet is staying with you?


If someone in Creature Cadets gets ill while we are looking after your pet, we will: 1. Inform you as soon as is practical. 2. Shortly before your arrival, disinfect any of your pets belongings that it is practical to disinfect. 3. For pet belongings that come into contact with your dogs mouth or that it isn't preactical to disinfect, we will wash them with soap and hot water or in a washing machine. 4. For any of your pet's belongings that cannot be disinfected or cleaned, we will give you the option to collect them or leave them with us. 5. Conduct a Contactless handover.




What if I get ill while my pet is staying with Creature Cadets?


If you get ill while we are looking after your pet: 1. Please inform us as soon as is practical. 2. If government guidelines allow you to travel, we will conduct a Contactless Handover (see separate section) at our home. 3. If you are in self-isolation or unable to travel to us, we will arrange a time to conduct a Contactless Handover at your property or with someone that you designate.




What if I'm self-isolating or ill. Can Creature Cadets still help?


Probably. We have robust Contactless Handover processes that allow us to collect your pet for walks or to bring them to us for day-care or home boarding. Get in touch on 07 2100 0188 and we can discuss your individual situation.





Resources


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