Scheduling
Text message, Facebook Message, or Email is the preferred method to schedule dates for established clients.
Payments
All payments are due in full 24 hours after the servive ends. If we completed services and payment has not been remitted within 24 hours, a 15% per day late fee will be applied to the final total.
Peak Dates & Holiday Fees
All holidays & peak booking dates will include an upcharge of $10/drop-in and/or $20/overnight appointments. This includes:
- Spring Break/Fall Break/Winter Break Seasons (3/14 – 4/13/2025)
- Easter Weekend (beginning Friday – Sunday)
- Thunder over Louisville
- Derby Week (beginning Tuesday – Sunday after Derby)
- Memorial Weekend (beginning on Friday – Monday)
- July 4th Week/Weekend
- Labor Day Weekend (beginning Friday – Monday)
- Thanksgiving Week & Weekend (beginning Wednesday 11/26 – Sunday 11/30)
- Christmas Week (beginning Monday – New Year’s Day)
*See Cancellation Policy & Fee below for Peak Dates
We will confirm at the time of your booking if a holiday fee will be included.
Cancellation Policy & Fee Payments
Things happen, and cancellations are inevitable. If your trip is canceled and you cancel any overnights that are scheduled for the following reasons, there will be a fee as follows:
Payment & Cancellation Fees:
7 Day to 48 hours Notice: 75% of total bill
48 Hours or less: 100% of total bill
Emergency: 50% of total bill (This amount may be redeemed on your next booking. What is considered an emergency can be discussed with Marisa.)
Holiday/Vacation requires a 14-day advanced notice.
PEAK HOLIDAY CANCELLATIONS: During peak times, clients agree to pay 100% of the original reservation on cancellations with less than a 14-day notice.
DAILY CLIENT CANCELLATIONS: No cancellation fee, but we do ask for at least 24-hour notice.
If a Drop-in is not canceled and the Pet Sitter arrives, they are still owed their fee.
PEAK DATES & HOLIDAY CANCELLATION FEES do apply to drop-ins and are as follows:
- 7 Days to 48 hours Notice: 75% of the total bill will still be due
- 48 Hours or less: 100% of the total bill will still be due
Travel Fees
We also pet-sit out of state! There is a one-time travel fee, as well as a custom overnight fee.
Please reach out for custom pricing.
Late Reservation Policy
- Daily Clients: Any service request within 5 days prior to service is not guaranteed. There will be an additional charge of $5/drop-in with 3 days notice & $10/drop-in with 48 hours.
- Overnight Clients: We recommend a minimum of 1-week notice. We do not guarantee that we will be able to accommodate. If we are able to accommodate, an additional $10 per overnight fee is added.
Inclement Weather Plan
For the safety of clients’ pets and Pet Sitters, if the temperature drops below 20 degrees, or if there are hazardous weather conditions (icy or slick sidewalks, severe thunderstorms, lightning, hail storms, etc.), walking/outside time will be limited to potty breaks and the remaining time will be spent indoors. When temperatures are above 90 degrees, walking time is limited and/or backyards are utilized for the safety of pets and employees.
Late Departure/Early Arrival
There are no refunds or credits for late departures or early returns, or last-minute changes to pet care. Any client who returns home early agrees to notify us of their return. The remainder of the services scheduled will be canceled, and there will be no refunds for the remaining visits in that reservation. Services will stop once the client has returned home unless otherwise agreed upon in writing.
Departure/Return Home Policy
We kindly ask clients to confirm their departure date & time as well as their return prior to starting services. We do not assume additional visits unless we are notified to continue services due to a late arrival home, and the services requested are confirmed by us.
Non-Solicitation
We have a non-solicitation policy with all our Pet Sitters, Walkers, and our Clients. We allow communication between our clients and our sitters either by phone or text if they are caring for client pet(s); however, all services must be booked through the owner by text, phone, or email. Please do not call or text our sitters for schedule request changes. All parties are asked not to take clients/pet sitters on as their own. This includes not doing side work or “under the table” work with any clients or Pet Sitters introduced by us.
Entry Into the Home
Any home that requires entry with a key will require the client to secure the key onsite and the Pet Sitter will lock it inside upon departure (we are not responsible for the key).
- Client Owned Lockbox: Client can provide the Pet Sitter with the code and location of the lockbox and will place the key inside the box for usage. If the Pet Sitter arrives to a lockbox without a key or is unable to operate the lockbox, the client will pay 100% of the visit fee.
- Use of Door or Garage Code(s): Client must provide and keep current the door code or garage code on file. If the door(s) or codes malfunction, it will be the responsibility of the client to pay for the scheduled visit and arrange for a new form of entry. If an additional visit is required for entry, the client agrees to pay for the additional visit.
- Lock Key Inside House: When the key is locked inside the home, Company and Pet Sitters will not be able to re-enter in the instance of a delay or late arrival home. If a late arrival does occur and we are required to re-enter the property, the client will be responsible for the locksmith fee or another avenue to get into the home.
- Gated Neighborhoods: We must have a code to enter a gated community. We cannot call clients for entry due to lag time and the potential of not reaching the client to enter the premises.
-
Pet Sitter Requirements
- A clean slate/local background check
- Non-family character references and animal care references
- The ability to work independently & follow directions
- Have reliable transportation
- A smartphone with access to email, text & other apps
- Be trustworthy, detail-oriented, and reliable
- Have genuine love and affection for all animals
- Be willing to work days, evenings, weekends, & holidays
- Experience in caring for companion animals (your own pets count)
- Experience administering medication to companion animals plus Pet CPR/First Aid Certification is a plus
