New Client Welcome Information
Stayinâ Home Pet Care Policies & Procedures
Rates & Fees
All of our rates and fees can be accessed through our website. For dogs without 24/7 access, we require at least two 45-minute pet sits each day, mornings and evenings. This does not include departure and arrival days. We require at least one visit every 24 hours for cats.
Administration Fee
In order to keep our overall rates and charges at a competitive rate, provide all of our âextrasâ & maintain our 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 (workmanâs comp & paid time off), our liability and bonding policy, insurance, tax liabilities, sitter vetting and orientation programs, continued education, background checks, etc.
Payment
Stayinâ Home Pet Care accepts payment via credit card through our secure merchant account. For your convenience, we keep a credit card on file in your Time To Pet profile. A valid credit card will need to be on file before reservations 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.
Refunds
In the case of last-minute changes to your reservation due to illness or airline cancellations, we will sometimes offer credit to your account to be used toward a future reservation. Your credit expires after 12 months. This is a case-by-case situation as we adhere to our cancellation policy.
Business Hours
Our regular office business hours are Monday-Friday 9am-5pm. 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. In the case of an emergency when the office is closed, you can notify your sitter through the app and they will contact the office manager.
Reservations
Your reservation is confirmed when you have received an email through Time To Pet that shows the appointment has been approved. To create a new reservation or to edit a current reservation, you may log into your client profile & choose the Scheduling tab. Keep in mind a reservation is not officially approved until you have received a confirmation email from the SHPC office. Your schedule will not be confirmed until it is approved by the office via email.
Cancellations
We adhere to a strict policy of no overbooking. Therefore, once you have scheduled your visits, we will turn away business to accommodate your reservation. For regular reservations, you may cancel without penalty up to 3 days before your first scheduled visit. For holiday reservations, we require at least 21 daysâ notice for cancellations. You will be charged for all visits without proper notice of cancellation
Pet Visits:
3+ days = no charge
2 days = 50% charge/50% credit
Less than 24 hours = no refund
Returning early = no refund
Holidays & Summers: Thanksgiving week, Christmas/NY & Spring Break, & Summer
21-daysâ notice of cancellation = no charge
8-20 daysâ notice = 50% credit/50% credit
Less than 8 daysâ notice = no refund
*Early return home resulting in cancellation of additional visits or walks will NOT be credited
Pet Care Visit Hours
All of our scheduling occurs within time blocks Morning visits occur between the hours of 6:30am-9:30am. Evening visits occur between the hours of 5:30pm-9:30pm. All other visits throughout the day are between (;30am-5:30pm. You have the option to choose which time block(s) you need for your pet care. Daily dog walks are scheduled upon each clientâs schedule, between the hours of 10am-4pm.
Friends & Family 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, Stayinâ 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 Stayinâ Home Pet Care has access to your home
Last Minute Service
Sometimes emergencies happen, or we just simply forgetâour goal is to help you when you need it, even at the last minute. However, 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 schedule a last-minute visit or reservation during closed office hours, please email, call or use your app to contact your sitter. We will try our best to accommodate you.
**Entry To Your Home
Stayinâ Home Pet Care will not keep your keys âon fileâ. 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 (all too familiar to us!) that the battery dies, or the electricity goes out for the keypads.
3. You can schedule our key pick-up & drop-off service of $25 each way.
4. You also have an option to hide your key & your sitter will put it back 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 clints who are not able to safely implement any of the above options are sometimes granted exceptions to our key policy. Please contact the SHPC office manager to discuss key pick up and return. For home clients, if you ask your sitter to keep a copy of your key, SHPC will not be held responsible for it. Plus, the sitter will decline.
Holiday Fees
The Holiday fee applies on: New Yearâs Eve, New Yearâs Day, Easter Sunday, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day.
Our Holiday fee is $10 per visit and 100% of it goes directly to your sitter.
Unsecured Pets
Stayinâ 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., Stayinâ Home Pet Care is not liable for the injury to, or loss of any pets.
Climate Clause
Stayinâ 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 clientâs 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.
Stayinâ Home Pet Care Service Agreement
"The below is just a copy of the agreement that you have already signed and agreed to prior to services commencing."
The term Stayinâ Home Pet Care as used herein refers to the officers, owners, principals, & employees of the company known as Stayinâ Home Pet Care & its authorized representatives.
1. This contract authorizes Stayinâ Home Pet Care to enter Clientâs home to provide the services performed in accord with the Clients most recent pet profile & services listed on the invoice.
2. Upon Clientâs request to provide services in the future via phone, email or the online 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 Stayinâ Home Pet Care in the event Client is delayed in returning home. Client further agrees to pay Stayinâ Home Pet Care for any additional visits required until Client returns home.
4. If the pet(s) become ill while under the care of Stayinâ Home Pet Care, and medical care is needed in the best judgment of Stayinâ Home Pet Care, Client authorizes Stayinâ Home Pet Care to transport the pet(s) to Clientâs veterinarian (or one who is available). Client authorizes Stayinâ 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 Stayinâ Home Pet Care to take Clients pet(s) to an emergency clinic for animals when the Clientâs veterinarian is not immediately available. Client further agrees to promptly reimburse Stayinâ Home Pet Care for any expenses incurred for any medical treatment or emergency care.
5. Client releases Stayinâ Home Pet Care from all liability related to transportation, treatment, or expenses, resulting from any emergency or special needs as determined by Stayinâ Home Pet Care.
6. If Stayinâ Home Pet Care is locked out of Clientâs home, Client gives authorization for a locksmith service to perform any entry services as deemed necessary for Stayinâ Home Pet Care to access the home if the employee is unable have contact with the Client. Client further agrees to promptly reimburse Stayinâ Home Pet Care for any expenses incurred due to Stayinâ Home Pet Care being locked out due to Client error. Stayinâ Home Pet Care will make every attempt to gain access to Clientâs home before calling a locksmith.
7. Stayinâ 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 Stayinâ Home Pet Care unless arising from deliberate negligence on the part of Stayinâ Home Pet Care or their representative(s).
8. Client agrees to pay Stayinâ Home Pet Care the total fee for services to be rendered upon signing this contract. Our Cancellation Policy is noted below:
Pet Visits:
3+ days = no charge
2 days = 50% charge/50% credit
Less than 24 hours = no refund
Returning early = no refund
Holidays & Summers: Thanksgiving week, Christmas/NY & Spring Break, & Summer
21-daysâ notice of cancellation = no charge
8-20 daysâ notice = 50% credit/50% credit
Less than 8 daysâ notice = no refund
*Early return home resulting in cancellation of additional visits or walks will NOT be credited
9. Stayinâ 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 Clientâs house unattended. Client understands this clause and does request their pet(s) be allowed outside of Clientâs house off lead, and/or to have access to a doggie door.
10. Client agrees to reimburse Stayinâ 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 Stayinâ Home Pet Care at the current hourly rate for trips 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 Stayinâ Home Pet Care, Client authorizes Stayinâ 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 Clientâs pet(s).
12. Client agrees to not solicit any of Stayinâ Home Pet Careâs employees for pet care, exclusive to Stayinâ Home Pet Care. Client agrees to inform the Stayinâ Home Pet Care office in the event that any of Stayinâ Home Pet Careâs 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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