Policies & Procedures

Please take a moment to read over our Policies & Procedures, in particular, our cancellation policy, procedure for making reservations, and use of our client portal.

Professional Pet Care: Bonded, Insured, & Pet Sitter Certified

We are certified through the National Association of Professional Pet Sitters, bonded and insured.

Scheduling & Visit Times

Scheduling can be done through our client portal, as well as via text or email.

Visits can be scheduled as needed, or a recurring visit schedule can be set up.

While we prefer a week’s notice for visit requests, we also understand that sometimes cars break down, work runs late, or life just sort of happens. We will always do our best to accommodate all last minute requests to the best of our ability. However, same-day walk/visit requests may incur an additional rush fee.

  • Walks/Visits: Scheduling same-day walks or visits may be subject to a $10 rush fee.
  • Overnight Requests: If we are able to accommodate a same-day overnight request, a $20 rush fee will be applied. If we do not have availability for a short notice overnight visit, we will instead provide a 9:00 pm visit and a 7:30 am visit, charged at regular rates.

For visits that are scheduled during emergencies (hospitalizations, last minute trips, etc), if no service end date is provided at the time of the visit request, we will schedule visits indefinitely to ensure that your pet is receiving care in your absence. Once you provide us with a service end date, we will cancel any visits scheduled after the date given.

Confirmation (Prior to out-of-town Departure)

We will send an email to confirm pet sitting visits two weeks before the date of the first visit. This email is an opportunity to review the pet sitting visit schedule, check for any changes to your pet’s routine, and to obtain any additional information necessary for us to provide the best possible care to your pet.

Cancellations

Visits can be cancelled online via our client portal, or via text or email.

We understand that plans change, sometimes at the last minute, we also appreciate timely notice for any cancellations. There is a $10 cancellation fee for any visits cancelled after 9:00am on the day of the scheduled visit (excluding visits cancelled due to inclement weather). If we arrive for a visit to discover the visit has been cancelled without notice, you will be charged full service price for the visit.

For overnight pet sitting visits, we request 24 hour notice for cancellations. If less than 24 hour notice is given, you will be charged 50% of the service cost for the first 24 hours of visits.

Payment

Payment is due within 14 days of invoicing date, with invoices processed every two weeks. There is a $10 late payment fee applied to your account for each week an invoice is overdue.

Keys

Keys are the “key” to our care for your pet. We take the safety of your home very seriously, and we offer several options for the handling of your house key to ensure safe, successful visits, and peace of mind.

Keys can be stored at our office lockbox, or you may set up a personal lock box at your home. We can also arrange a key drop off and pickup for each visit period. However, if you choose this option, note that there is a $5 pick-up fee if you need us to pick up a house key outside of your scheduled Meet and Greet appointment. Keys can be picked up or dropped off at our office without a fee.

Access to Your Home By Others

We request to be informed if you will be home, or if there will be other people accessing your home at the same time as our visits with your pet (roommates, houseguests, other service providers, etc). We take the safety of your pet and your home very seriously, and keeping us informed greatly reduces the risk of any misunderstandings that could arise from other people accessing your home. In short, we do not want to accidentally call the police on your cleaning lady.

Inclement Weather

We reserve the right to adjust visit routines based on inclement weather to avoid putting your pet and our service providers at risk. In extreme heat and cold, we may limit outdoor activities for your dog’s safety. In these instances, if you do not give us specific instructions regarding your dog’s routine, these decisions will be made at the discretion of our service providers.

We will waive the late cancellation fee if you wish to cancel visits because of inclement weather after 9:00 am for same day appointments.