our policies
Initial Consultation
Before providing pet care services, an initial consultation and meet-and-greet session are required. This lets us understand your pet's needs and ensure the best care. Clients must disclose any behavioral issues or aggressive tendencies. We reserve the right to refuse services or terminate a visit if a pet's behavior poses a risk to our pet sitters and dog walkers, other pets, or property.
Booking and Reservations
Please book pet-sitting and dog-walking services in advance to secure your preferred dates and times. Your reservation will be guaranteed only upon receiving an email confirmation from us. Kindly check your inbox for this confirmation to ensure your booking is secured. If you do not receive a confirmation email, please contact us immediately.
Payment
Payment for pet-sitting services is due in full when you make your reservation. For dog-walking services, payment is due at the time of service. We accept payment via Zelle, Venmo, and cash. We do not accept credit cards or checks.
Cancellation & Refund Policy
We understand that plans change, and we want to provide the best service possible. Please provide advanced notice if you need to cancel to ensure we can accommodate all our clients. Our policy is as follows:
- 8 or more days' notice: Full refund
- 3-7 days' notice: 50% refund
- 2 or fewer days' notice: No refund
High demand during holiday periods necessitates a strict cancellation policy. Cancellations within 14 days of a holiday booking may result in forfeiture of payment or a cancellation fee. We appreciate your understanding and cooperation as we aim to serve all our clients effectively.
Safety and Supervision
Our pet sitters and dog walkers strictly provide constant supervision to ensure the safety of pets in their care. All walks must be conducted on a leash to maintain control over your pet and minimize potential accidents or encounters with other animals. If your property is not securely fenced your pet's bathroom breaks and outdoor playtime will also be conducted on a leash as a non-negotiable safety measure.
Emergency Procedures
In an emergency, we will promptly notify the client and arrange veterinary care per their instructions. It is essential to have the contact information of a veterinarian and a signed veterinary release form on file to ensure quick access to medical care during emergencies. Additionally, we require the emergency contact person's information before initiating any services. If we cannot reach the pet owner during an emergency, we will immediately contact the designated emergency contact person provided by the owner.
Inclement Weather
In the event of adverse weather conditions, safeguarding the safety and well-being of your pet is our foremost commitment. While our goal is to uphold our scheduled services, we maintain the prerogative to adjust or reschedule visits when imperative for the well-being of your pet and our pet care professionals. During severe weather that impedes our team from safely reaching your home, we will promptly apprise you of any requisite changes or cancellations. If we cannot communicate with you, we will reach out to your designated emergency contact.
Home Access and Security
Clients must provide keys or access codes for our pet sitters and dog walkers to enter their homes. Please disclose any home security measures, including alarm systems and security cameras. If you live in a gated community, we require the gate code or card to access your neighborhood.
Client Communication
Effective and direct communication is paramount. Clients are expected to provide comprehensive instructions and preferences for pet care. We will diligently provide updates and communicate any concerns or observations during our visits, ensuring that clients are informed immediately.
Confidentiality and Privacy
Client information, including personal details and home security measures, will be confidential and utilized exclusively to deliver pet care services. We have stringent privacy policies and do not disclose client information to third parties.
Liability
Clients must take full responsibility for any damage or injuries caused by their pets. Our pet sitters and dog walkers will not be held liable for any incidents beyond their control, such as natural disasters or third-party actions.