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Policies

Everything you need to know about how we operate — so there are no surprises, just great care for your pets.

Booking & Reservations

  • All new clients are required to complete a new client packet and a meet & greet before services begin.
  • Reservations are not confirmed until you receive written confirmation from Max's Pet Patrol.
  • We recommend booking as far in advance as possible, especially during holidays and peak seasons.

Number of Visits

  • We make every effort to arrive at your requested visit times. If an unforeseen situation arises, a visit time may be adjusted by up to two hours.
  • For cats, we require at least one visit every 24 hours and strongly recommend two visits per day for their comfort, safety, and well-being.
  • For dogs, we require a minimum of two visits per day and strongly recommend three visits per day to support their health, safety, and routine.

Pet Requirements

  • All pets must be current on rabies and distemper vaccinations. Proof of vaccination may be required.
  • Pets must be free of contagious illness at the time of service.
  • We reserve the right to decline services for pets that display dangerous or aggressive behavior.
  • All dogs must be on a leash, in a secure carrier, or in a fenced-in yard when outside the home.

Medications & Vaccinations

  • Max's Pet Patrol Pet Sitters will make every reasonable effort to administer medications as directed but cannot be held responsible for complications that arise as a result. We can administer only medications that do not require a veterinary technician certificate. Please provide clear written instructions for dosage, timing, and administration.
  • For the safety of all customers, we cannot provide service for pets with any contagious illness.
  • All pets must have the necessary current vaccinations and immunizations before service begins. Proof of vaccination may be requested.
  • If a Max's Pet Patrol Pet Sitters care provider is bitten or exposed to a disease or ailment from a pet that is not properly or currently vaccinated, the client is responsible for any resulting costs and damages.

Keys & Lock Boxes

  • We recommend allowing Max's Pet Patrol Pet Sitters to retain a house key for dependable access during scheduled visits.
  • Keys are kept in a secure, coded lock system to protect your confidentiality. Keys are preferred over garage door codes or electronic door codes, as batteries can fail and power outages may prevent electronic access.
  • If you prefer not to leave a key with us, a lock box can be used at your home. A refundable $13 deposit applies and will be returned when the lock box is returned.

Client Home Care Needs

  • We are happy to provide courtesy services such as watering plants, bringing in mail, and putting trash on the curb. However, these services are provided as a courtesy and cannot be guaranteed.
  • We will follow written plant-care instructions whenever possible, but are not responsible for unhealthy plants, missed plants, or water damage. Please place indoor plants together on a waterproof surface in plain sight.
  • We are not responsible for home damage beyond the sitter’s control, including electrical problems, leaks, acts of nature, burglary, or other crime. Clients are responsible for related repairs and fees unless damage is caused by our negligence.
  • Clients must secure the home before leaving and pet-proof the house and yard, including fences, gates, and latches. We will re-secure the home according to your instructions after each visit.
  • We are not responsible for pets with unsupervised outdoor access, including any resulting injury, disappearance, death, or legal consequences.

Pet & House Clean-Up

  • We will clean up routine pet messes that occur during scheduled visits, including accidents, litter box maintenance, and basic feeding-area tidying.
  • Please provide the supplies needed for your pet’s routine clean-up, including waste bags, paper towels, cleaning products, litter, and a scoop when applicable.
  • Deep cleaning, damage restoration, pest removal, and other non-routine household cleaning are not included in pet-sitting services.
  • Max’s Pet Patrol is not responsible for carpet, flooring, or furniture stains or any other damage caused by a pet.

Unforeseen Purchases

  • If essential pet supplies run out during your scheduled care, we may purchase the items needed to continue providing safe, appropriate care for your pet.
  • Clients are responsible for reimbursing Max’s Pet Patrol Pet Sitters for the cost of approved or necessary purchases, including any applicable delivery or travel expenses.
  • We will make every reasonable effort to contact you before making a non-emergency purchase.
  • Receipts for unforeseen purchases will be presented to the client, and a trip fee may apply when a separate supply run is required.

Emergencies & Inclement Weather

  • During severe weather, Max's Pet Patrol Pet Sitters will use their best judgment to protect your pets and home. Pet safety is always our first priority.
  • We will make every reasonable effort to reach your home, but service times may change or be interrupted when travel is unsafe. If we cannot safely get there, we will notify you and your nearby emergency contact.
  • Please provide a nearby emergency contact with access to your home, preferably someone who can walk there if roads are impassable. If no contact is provided, service will resume as soon as conditions allow safe travel.
  • For medical emergencies, we will try to reach you and your emergency contact. If needed, we may take your pet to your designated veterinarian or the nearest emergency animal hospital; related costs are the pet owner's responsibility.

Pet Safety & Liability

  • We take appropriate steps to keep pets away from aggressive or violent animals and will remove a pet from an animal fight as quickly as possible. We are not responsible for injuries caused by another animal or for pets that instigate fights.
  • We provide the highest level of care, but pets can be instinctual and unpredictable. If a pet escapes or is injured despite appropriate care, Max’s Pet Patrol Pet Sitters is not liable unless its conduct is found to be grossly negligent, reckless, or intentional.
  • Clients are responsible for medical expenses and damages caused when their pet injures a sitter or another person, including damage to the sitter’s belongings. Clients agree to indemnify, hold harmless, and defend Max’s Pet Patrol Pet Sitters against related claims.
  • We may stop or end service at any time if a pet poses a danger to the health or safety of the sitter, other people, or other animals.

Refusal of Services

  • Max’s Pet Patrol may decline, pause, or end services when a pet, home, or situation presents a safety concern for the sitter, the pet, other people, or other animals.
  • Services may also be refused when required information, access arrangements, vaccinations, supplies, or payment obligations are not provided or maintained.
  • When possible, we will communicate concerns with the client and work toward a safe, reasonable solution before ending care.
  • We reserve the right to refuse service to any client. If we have reason to believe a pet may be experiencing abuse or neglect—such as harsh handling, insufficient food or water, or unsafe or unsanitary living conditions—we are required to report those concerns to the appropriate authorities.

Cancellation Policy

  • We ask that cancellations be made as far in advance as possible.
  • Please provide at least 24 hours notice so we can adjust our schedule accordingly.
  • Late cancellations may be subject to a cancellation fee at our discretion.

Early Returns

  • We understand your plans change and are very flexible if notified.
  • If you return home early, please notify us immediately.
  • If you return early without notifying us and a scheduled visit is made, the regular per-visit charge will still apply.

Delayed Returns

  • If your return home is delayed, please call or text us as soon as possible so we can continue caring for your pets.
  • If we do not hear from you by your expected return date, we will extend scheduled visits as needed to protect your pets’ safety and welfare.
  • Additional visits and any applicable care charges will be billed at the regular per-visit rate.

Call Home Policy

  • If circumstances delay your return home, please call or text us. We are happy to extend care beyond the scheduled visits so your pets remain cared for.
  • Please call or text when you arrive home. If we do not hear from you by your expected return date, we will automatically extend visits to protect your pets' safety and welfare.
  • If we arrive and find you home or learn that other care has been arranged without prior notice, an additional visit charge and any applicable fees will apply.

Privacy

  • Max’s Pet Patrol Pet Sitters does not sell, share, or disclose personal information provided by clients to outside parties.

Payment

  • Payment is due at the time of service unless other arrangements have been made in advance.
  • We accept cash, Venmo, and Zelle.

Questions about our policies?

We're happy to walk you through anything before you book.

Contact UsView FAQs