SERVICE POLICIES


 

 


Visit Schedules: We will attempt to provide visits as close to requested times as possible for the consistency of your pet's routine. The number and location of service requests change daily, so while we can't guarantee a specific time, we do our best to observe a two hour window - no more than one hour before or after your requested times.

Daily visits will be at approximately the same time each day, and twice daily visits will be between 11 and 13 hours apart (see schedule below).  Also, unforeseen circumstances may require more time at another client's home.  Please allow a 2 hour window when arranging visits for your pets.  All visits are 30 minutes in length, unless a longer visit is requested or additional time required by your sitter to properly care for your pets or home.  Additional time requested will be billed as an hourly rate, plus applicable additional pet fees.  For the benefit of your pet, we do not offer visits shorter than 30 minutes.

  • Morning visits will be conducted between 7am and 9am
    Afternoon (dinner) visits will be conducted between 3pm and 5pm
    Night visits will be conducted between 8pm and 10pm
    Midday dog walks are scheduled between 10am and 3pm

It is our goal to schedule the same sitter for you each time you request service, but if your primary sitter isn't available, one of our other staff members will be scheduled to care for your pets.  With adequate notice, we'll be glad to set up a complimentary consult for you to allow you, your pets and your backup sitter to get to know each other.

 


Minimum # of Visits Required:  We require a minimum of two (2) per day for dogs and one (1) per day for cats.  Our goal is to provide a stable routine for your pets that allows us to not only care for their physical needs of feeding and potty breaks, but also meets their emotional needs for companionship and playtime.  For their safety and well being, we do not leave cats unattended for longer than 24 hours.  Dogs will not be left unattended for longer than 12 hours.  We do reserve the right to add visits, if we find your pet is soiling in the house because too few daily visits have been scheduled.  Additional time required for cleanup will add to your charges and take away from the time we can spend interacting with your pet, so please schedule an adequate number of visits per day to best accommodate your animal's needs.

 

 


Booking:  Service requests should be made through The Pet Company office, not directly with your primary sitter.  This eliminates the risk of missed visits, should your sitter record the dates incorrectly in her calendar or not forward your request to the office for entry into our scheduling software.  This also allows us to arrange backup quickly in case of emergencies with your primary sitter.  We cannot guarantee that visits will be completed if the office has not been notified of your request.  We also appreciate your booking with as much advance notice as possible.  A minimum of 2 weeks allows us to arrange backup, should your regular sitter be unavailable.  We will do our best to provide service in case of an emergency or last minute request, but cannot guarantee the availability of a sitter.  Please be aware that bookings with less than 48 hours notice will be subject to a $15 late booking charge.

 

 


Return notification:  Upon your arrival home, please give us a call to let us know that you've arrived safely.  Calls can be made to the office at any time of the day or night.  Should you require a key return, your sitter will call to make arrangements as soon as we hear from you.  For the security of your home and well-being of your pets, it is our preference to return your key in person.  We are not responsible for keys left outside the home, and cannot make additional visits, if needed, if you've requested your key to be left inside the home.

 

 


Key on File Program:  To avoid the $6 per trip charge for key, pickup, and return, we can keep your key on file for future bookings.  All client information is strictly confidential and keys are coded so that they cannot be traced to your home address.  We request that you provide 2 keys, one for your sitter and one to be kept securely at our office, in case of emergency.

 

 


Indoor/Outdoor Pets:  Our goal is to maintain your pets' normal routine as much as possible, however their safety is of paramount importance to us.  For this reason, we require all animals in our care be kept indoors between our visit times.  Exceptions will be made on a case-by-case basis for dogs who are allowed access to a secure yard with a physical fence, proper shelter and access to fresh water.  We do request that gates be secured with locks to prevent others from accessing your yard or accidentally leaving a gate open.  Dogs will not be left outside after dark, or, overnight, and must be provided with indoor accommodations during these hours.  We don't leave dogs unsupervised in yards with invisible fences, regardless of how well your pets may honor the boundaries of the fence.  Invisible fences don't prevent other animals or people from entering your property, and leave your pets at risk of harm when alone.  While we understand that some pets require the use of a tether in an unfenced yard for play or potty breaks, we will not leave any dog unsupervised while tethered.

 

 


Inclement Weather:  We will make every attempt to provide your regular visits during bad weather, but cannot guarantee times or completion of visits during snow emergencies, tornado warnings, etc. Please let us know the contact information for a close neighbor with a key who can check in on your pets, should your sitter be unable to access your home during these times. Should your sitter become ill or injured, we do have backup staff available to cover, but driving can be restricted during these weather emergencies, and we may be turned back by emergency personnel.  A backup plan with a neighbor is essential during these weather related events.

 

 


Payment options:  Payments are due prior to the beginning of each service request. If billing after the completion of your service order is required, an invoice will be mailed or emailed after completion of your last visit.  Payments are due no later than seven days after receipt of your invoice.  Subsequent booking requests cannot be confirmed until previous balances have been paid in full.  If you prefer being invoiced via e-mail, just let us know.  We accept checks, money orders or credit card payments.  Credit card payments can be made via PayPal by following the link on our "Services and Rates" page or by keeping your credit card information saved in our secure server for automatic payment processing.  Balances more than 15 days past due will be subject to late fees and could delay confirmation of subsequent service requests until the past due balance has been paid.