Client Policies

Our goal is to provide reliable, professional pet care while maintaining a safe and respectful environment for both our clients and our sitters. Please review the following policies before booking services.

Booking Policy

To reserve pet care services, all bookings must be confirmed in advance.

For any booking lasting 5 days or longer, a 50% non-refundable deposit of the total scheduled services is required at the time of booking. Dates are not guaranteed until the deposit has been received.

The remaining balance will be invoiced after services are completed, as we typically process invoices on a weekly basis.

This policy allows us to reserve time for your pets and ensure sitter availability.

Year-Round Scheduled Clients

For clients who are on a recurring year-round schedule, a deposit will not be required.

Availability for recurring clients will be confirmed on a weekly basis, and services will continue to be invoiced weekly after they are completed.

This policy allows us to maintain flexibility for regular clients while reserving time for longer bookings and vacation services.

Cancellation Policy

We understand that plans sometimes change. Our cancellation policy is designed to protect the time reserved for your pet care services.

Bookings Less Than 5 Days

If services are canceled within 24 hours of the scheduled start time, a 50% cancellation fee of the total scheduled services will apply.

Booking 5 days or longer

For bookings lasting 5 days or more, the 50% deposit is non-refundable if the services are canceled.

This deposit reserves time in our schedule and protects sitter availability.

Year-Round Recurring Clients

For clients who are on a recurring year-round schedule, we kindly ask for at least 24 hours notice when canceling a visit.

If a cancellation is made with less than 24 hours notice, a 50% charge will be applied to the next scheduled service.

This policy helps protect the time reserved in our schedule for recurring visits.

Holiday Booking Policy

Due to extremely high demand during holidays, a 1.5x holiday rate applies during major holidays.

Holiday bookings may require advance confirmation and payment to secure sitter availability.

Major holidays include but may not be limited to:

New Year’s Eve / New Year’s Day
Easter
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas Eve
Christmas Day

Holiday schedules fill quickly and we recommend booking early.

Meet & Greet Policy

Meet and greets are scheduled based on sitter availability and are not guaranteed with a specific team member.

In some cases, meet and greets may be conducted virtually via FaceTime or video call.

If a sitter becomes unavailable, another qualified team member may be assigned to ensure uninterrupted care for your pets.

Sitter Assignment Policy

While we do our best to keep the same sitter for each client, scheduling needs or unforeseen circumstances may require assigning another trusted team member.

All sitters are trained, vetted, and follow the same standards of care.

Client Conduct Policy

Our sitters deserve to feel safe and respected while working in client homes.

Any inappropriate behavior toward a sitter — including unwanted physical contact, flirtation, suggestive comments, or behavior that makes a team member uncomfortable — will not be tolerated.

If such behavior occurs, we reserve the right to:

• Reassign the sitter
• Cancel scheduled services
• Terminate the client relationship

Our goal is to maintain a professional environment for both clients and our team.

Team Safety Policy

The safety and comfort of our sitters is extremely important.

If a sitter ever feels unsafe or uncomfortable during a visit or meet and greet, they are instructed to leave the situation immediately and notify management.

In these situations, services may be reassigned or discontinued.

Home Access Policy

Clients must provide reliable access to their home using one of the following:

• Key
• Lockbox
• Door code
• Other agreed-upon method

If a sitter is unable to access the home at the scheduled visit time, the visit may still be billed.

Pet Health & Behavior

Clients must disclose any:

• medical conditions
• behavioral concerns
• aggression issues
• special care requirements

We reserve the right to decline services for pets that pose a safety risk.

Emergency Veterinary Care

In the event of a medical emergency involving your pet, we will make every effort to contact the owner first.

If the owner cannot be reached, we may seek veterinary care at the nearest clinic to ensure the pet receives proper treatment.

All veterinary expenses are the responsibility of the pet owner.

Service Refusal Policy

We reserve the right to refuse or discontinue services if:

• a pet poses a safety risk
• a home environment is unsafe
• a client behaves inappropriately toward a sitter
• company policies are repeatedly violated

Camera Disclosure Policy

For the safety and privacy of our sitters, clients must disclose the presence of any indoor recording devices or cameras located inside the home.

This includes devices such as:

• security cameras
• pet cameras
• nanny cams
• smart home monitoring devices

Cameras located in private areas such as bathrooms or sleeping areas used by sitters are strictly prohibited.

Failure to disclose indoor recording devices may result in the termination of services.