Stayin’ Home Pet Care

Policies & Procedures

Rates & Services

All of our rates and services can be accessed through our website.

**For dogs without 24/7 outside access, we require at least two, 45-minute pet sits each
day, morning and evening, not including departure and arrival days.

**For cats, we require at least one visit every 24 hours.

Administration Fee

In order to keep our overall rates and charges at a competitive level, provide all of our
“extras” & maintain excellent service, a 5% Administration Fee is added to every invoice
to cover a portion of business costs. These costs include, but are not limited to:
providing our sitters with employee benefits, our liability and bonding policy, insurance,
tax liabilities, sitter vetting and orientation programs, continued education, background
checks, etc.

Payment

Stayin’ Home Pet Care accepts payment via credit card or ACH through our secure
merchant account. A valid credit card will need to be on file before services can be
scheduled.

Payment Process

Your detailed pet care reservation will be emailed to you for review. Your credit card will
be charged automatically 3 business days before the first scheduled visit. We ask that
you let us know of any changes to your schedule at least 4 days prior to the start of
service.

Business Hours

Our regular office business hours are Monday-Friday, 9 am-5 pm. The office is closed
on weekends and all major holidays. Calls are monitored for emergencies when the
office is closed. All other calls are returned during regular business hours.

Reservations

Once you become a new client, you will gain access to Time To Pet, our online scheduling system. To create a new reservation or to edit a current reservation, you will log into your client account and click the Scheduling tab. Keep in mind a reservation is not officially approved until you have received a confirmation email from the SHPC office.

Cancellations

We adhere to a strict policy of no overbooking. Therefore, once you have scheduled your visits, we will turn away business in order to accommodate your reservation. For regular bookings, you may cancel without penalty up to 3 days before your first
scheduled visit. For holiday bookings, we require at least 21 days’ notice for cancellations. 

Regular Schedule: 
3+ days = no charge
2 days = 50% charge / 50% open payment
Less than 24 hours = no refund or credit 

Holidays & Summers: 
Thanksgiving week, Christmas/NY week, Spring Break
21+ days = no charge
8-20 days = 50% charge / 50% open payment 
Less than 8 days = no refund, no credit 

Early return home resulting in cancellation of final visits will NOT be credited *

Refunds

In the case of last-minute changes to your reservation, we will sometimes offer refunds
to your card, or an open payment of the cancellation amount. An open payment can be
applied to future pet care services. Your open payments expire after 12 months. This is
a case-by-case situation as we adhere to our cancellation policy.

Pet Care Visits

All of our scheduling is done within time blocks. Morning visits occur between the hours
of 6:30 am-9:30 am. Evening visits occur between the hours of 5:30 pm-9:30 pm. All other visits throughout the day are between 9:30 am-5:30 pm. You have the option to choose in which time block(s) you need pet care.

Family & Friends Access

We understand that your friends and families may want to check in on your pets while you are gone, however we must know the names of your friends & families, dates & times that they are expected to be in your home. If we arrive at your home and there is
an unexpected person in your home, we will leave and call you. If you are not available, we will call the authorities. Additionally, Stayin’ Home Pet Care is not responsible for any damages incurred to or in your home or to your pet during any time period that anyone other than Stayin’ Home Pet Care has access to your home.

Last Minute Service

Sometimes emergencies happen—our goal is to help you when you need it, even at the last minute. However, please do not assume that we have received your last-minute request until you have received a confirmation email from the SHPC office.

There is a $10 fee for reservations scheduled within 24 hours of your departure.

If you need to book a last-minute visit during closed office hours, please email, call, or use the Time To Pet app to contact your sitter, etc. to let us know so that we can work on getting it approved.

Home Entry & Key Policy

Stayin’ Home Pet Care will not keep your keys “on file.” You have several choices:

1. You can purchase a lockbox at your local hardware store or Amazon.
2. We can enter using your door keypad and/or garage door keypad. Keep in mind that if you only have one of these two options, you must hide a key on your premises in the case the battery dies (all too familiar to us!), or the electricity goes out for the keypads.
3. You can schedule our key pick-up & drop-off service of $25.
4. You also have an option to hide your key on the premises, and your sitter will replace it at the last visit.
5. **In all of these cases, we must have two forms of entry. Most clients hide a key in the event the primary form of entry is not working.**

**Apartment clients who are not able to safely implement any of the above options are sometimes granted exceptions to our key policy. For home clients, if you ask your sitter to keep a copy of your key, Stayin’ Home Pet Care will not be held responsible for it.

Holiday Fee

The holiday fee applies on: New Year’s Eve, New Year’s Day, Easter Sunday, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day.

Our holiday fee is $10 per visit and goes directly to your sitter.

Unsecured Pets

Stayin’ Home Pet Care will not be responsible for any pets that spend their time outdoors unsecured while we are not there during our scheduled time blocks. In the event a fence blows down, the dog digs his way out, a landscaper lets the dog out, the
cat does not return, etc., Stayin’ Home Pet Care is not liable for the injury to, or loss of any pets.

Climate Clause

Stayin’ Home Pet Care reserves the right to adjust the thermostat, close/open windows (as long as it remains safe, secure & we are in the home), turn the air conditioner on/off, etc. in ALL of our client’s homes if our sitters feel the climate is posing a health risk to your pet/s while in our care. Our staff will notify you if you are accessible.

In the event of Mother Nature forces, the office will determine adjustments in each of these events. For example, flooding: our sitters will never ever attempt to pass through a flooded road. The office monitors the weather daily & weekly and notifies the client to make emergency preparations in the event their sitter is unable to complete the visit.
Usually, it is as simple as contacting a neighbor.

Confidentiality

We recognize that your privacy is important to you and your family. We will not, at any time, either directly or indirectly, use any information for our own benefit, disclose or communicate, in any manner, any information to any third party.

Stayin’ Home Pet Care Service Agreement 

Virtually signed during new client account activation

The term Stayin’ Home Pet Care as used herein refers to the officers, owners, principals, & employees of the company known as Stayin’ Home Pet Care & its authorized representatives.

Our professional sitters work 365 days a year. For pet sitting visits that fall on a major holiday, we do charge an additional $10 per visit.

Note: 100% of this fee goes directly to your pet sitter as a thank you for spending the holidays with your pet(s). *During the Thanksgiving & Christmas/New Year holidays, and also the week of Spring Break, there is a minimum of 3 visits for your reservation.

1. This contract authorizes Stayin’ Home Pet Care to enter Client’s home to provide the services performed in accord with the Clients most recent pet profile & services listed on the invoice.

2. Upon Client’s request to provide services in the future via phone, email or the on-line scheduling system, Client agrees that this contract shall be renewed or extended in its entirety, without further written authorization. The term of said renewal shall coincide with the service dates as listed on the most recent of an email confirmation or an invoice.

3. Client agrees to notify Stayin’ Home Pet Care in the event Client is delayed in returning home. Client further agrees to pay Stayin’ Home Pet Care for any additional visits required until Client returns home.

4. If the pet(s) become ill while under the care of Stayin’ Home Pet Care, and medical care is needed in the best judgment of Stayin’ Home Pet Care, Client authorizes Stayin’ Home Pet Care to transport the pet(s) to Client’s veterinarian (or one who is available). Client authorizes Stayin’ Home Pet Care to approve any emergency treatment recommended by said veterinarian when the cost of treatment is within the limits authorized in the veterinarian release form. Client authorizes Stayin’ Home Pet Care to take Clients pet(s) to an emergency clinic for animals when the Client’s veterinarian is not immediately available. Client further agrees to promptly reimburse Stayin’ Home Pet Care for any expenses incurred for any medical treatment or emergency care.

5. Client releases Stayin’ Home Pet Care from all liability related to transportation, treatment, or expenses, resulting from any emergency or special needs as determined by Stayin’ Home Pet Care.

6. If Stayin’ Home Pet Care is locked out of Client’s home, Client gives authorization for a locksmith service to perform any entry services as deemed necessary for Stayin’ Home Pet Care to access the home if the employee is unable have contact with the Client. Client further agrees to promptly reimburse Stayin’ Home Pet Care for any
expenses incurred due to Stayin’ Home Pet Care being locked out due to Client error. Stayin’ Home Pet Care will make every attempt to gain access to Client’s home before calling a locksmith.

7. Stayin’ Home Pet Care agrees to provide the services stated in a reliable and trustworthy manner. In consideration of these services, the Client expressly waives and relinquishes any and all claims against Stayin’ Home Pet Care unless arising from deliberate negligence on the part of Stayin’ Home Pet Care or their representative(s).

8. Client agrees to pay Stayin’ Home Pet Care the total fee for services to be rendered upon signing this contract. A 72-hour advance notice is required for cancellations in order to receive a refund or credit. During our busy seasons of summer & the holiday season, there is a 1 week (summer) & 2 week (holiday) required advanced notice for
cancellations in order to receive a refund or credit.

9. Stayin’ Home Pet Care is not liable for injury to, or loss of, any pets allowed, at the direction of the Client, access to a doggie door, or allowed outside the Client‘s house unattended. Client understands this clause and does request their pet(s) be allowed
outside of Client’s house off lead, and/or to have access to a doggie door.

10. Client agrees to reimburse Stayin’ Home Pet Care for the cost of materials necessary for satisfactory performance of duties; and/or for any emergency expenses incurred. Client agrees to pay Stayin’ Home Pet Care at the current hourly rate for trip to purchase necessary pet supplies, food, and/or to handle emergencies. Visits to the
vet or emergency vet incur an hourly fee of $50.

11. In the event of incompatibility, personal emergency, illness, injury, or unavailability
on the part of Stayin’ Home Pet Care, Client authorizes Stayin’ Home Pet Care to arrange for another qualified individual to fulfill the responsibilities set forth in this contract, or, to arrange for alternative care of Client’s pet(s).

12. Client agrees to not solicit any of Stayin’ Home Pet Care’s employees for pet care, exclusive to Stayin’ Home Pet Care. Client agrees to inform the Stayin’ Home Pet Care office in the event that any of Stayin’ Home Pet Care’s employees solicits business from the client.

Client fully understands the contents of this  agreement and agrees to the terms and conditions. Client further agrees to pay any additional charges due when the services have been completed. In the event any part of this contract shall be determined to be invalid it shall have no bearing on any other part of this contract. Any exceptions to any part of this contract must be in writing and signed by all parties.

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