Policies & Procedures

Regular Services (Pet sitting and/or walks without an ongoing prearranged schedule): Cancellations made 48+ hours in advance receive a full refund; 24–48 hours, a 50% refund; under 24 hours, no refund.

Extended Services (Regular Services spanning 4+ consecutive days): Cancellations made 14+ days in advance receive a full refund; 7–13 days, a 50% refund on affected dates; under 7 days, no refund.

Recurring Services (Ongoing services reserved on a consistent schedule): Cancellations made 48+ hours in advance receive a full credit/refund; 24–48 hours, a 50% credit/refund; under 24 hours, the full charge applies.

Holiday Services (Regular, Extended, or Recurring Services scheduled during a Holiday Period, as listed in the next section): A 50% deposit is required at booking. Cancellations made 14+ days in advance receive a deposit refund; 7–13 days, the deposit is non-refundable; under 7 days, the full booking charge applies.

Early Returns & Late Departures. Once the scheduled service period has begun, we do not issue refunds or credits for early returns, late departures, or unused days.

Payment Methods. We accept credit cards, debit cards, and ACH transfers. Cash, checks, Venmo, Zelle, and other payment methods are not accepted; cash tips are always welcome.

Payment Due Dates: Regular Services are due by the first day of service; Extended Services require a 25% deposit for 4–7 days or 50% for 8+ days, with the balance due by the first day; Recurring Services are billed monthly in advance and automatically charged on the 1st; Holiday Services require a 50% deposit, with the balance due before services begin; reimbursements are due upon receipt.

Late Payments. Invoices not paid when due may be subject to a late fee in accordance with our current fee schedule. Declined, reversed, or returned payments may also be subject to a processing fee.

Emergency Supply Purchases. If essentials like food, litter, or medication run out during your service period, we will purchase replacements as necessary – reimbursement for the cost plus a $15 service and travel fee will apply.

Stored Payment Methods. A valid payment method on file is required for all clients. Automatic payments are optional unless you use Recurring Services, which require AutoPay.

Tipping. Tips are never expected but always appreciated for a job well done. Tips can be left in a labeled envelope at your home or added to your invoice.

Entry Requirements. Two independent, reliable methods of entry are required during all service periods, such as a lockbox, keypad/smart lock, or garage code. Entry details are securely stored in your client Portal. Lockboxes may be purchased from us for $25.

No Key Retention Policy. We do not store or transport physical keys outside scheduled visits. If keyless entry is not possible, contact us to arrange an alternative.

Camera & Surveillance Disclosure. All interior and exterior cameras, video doorbells, audio-recording devices, or similar surveillance equipment must be disclosed before services begin. Recording equipment is not permitted in areas with a reasonable expectation of privacy, such as bathrooms and changing areas.

Vaccination Requirements. All cats, dogs, and ferrets in our care must have a current rabies vaccination on file in the Portal. Medical exemptions are considered on a case-by-case basis.

Pet Behavior & Health. If a pet becomes unsafe to handle or develops a contagious illness or care needs beyond what we can safely provide, we may discontinue services and arrange alternative care.

Medication Administration. We administer most oral and topical medications, eye/ear drops, and some injectables. We may decline medications requiring special handling or if a pet cannot be safely medicated.

Veterinary Information. Current primary and emergency veterinary information must be maintained in the Client Portal, along with known medical conditions, allergies, and behavioral history.

Emergency Veterinary Care. A Veterinary Care Authorization & Release is maintained in your Client Portal  for medical emergencies. In time-critical situations when we cannot reach you, we are authorized to make necessary medical decisions and approve expenditures up to the amount indicated in your Client Portal.

We may photograph or record your pets during services for care updates and internal documentation. We will not use this media for marketing or public promotion without your consent. When shared publicly with permission, we take reasonable care to avoid showing addresses, security details, travel information, or other identifying information about your home or household.

We may suspend or discontinue services for safety concerns, undisclosed contagious illness or behavioral issues, unsafe home conditions, undisclosed recording devices, non-payment, harassment or threatening behavior, unauthorized shared care, or repeated/material violations of our policies.