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Policies and Procedures
Payments for walking or sitting services are to be paid in full at the time of booking or on the first day that service begins. If payment is not received at the time of service, a $25.00 late fee may be added to your invoice. Laura the Pet Nanny Inc. accepts checks, cash and credit cards through Paypal. Paypal payments can be made through the Pay Now button on the website or via the link on the booking statement. There will be a $35.00 charge for all returned checks. If Client requests to extend service, the Client guarantees payment at the same rate for all services provided upon return. Although not required, if you wish to tip the Pet Sitter, please write a separate check in the Pet Sitter’s name or leave cash for your Sitter.
A $5 surcharge will apply for all same day service requests. A $5 surcharge per visit will apply for visits made on the following holidays not including Overnight visits: New Years Day, Thanksgiving Day and Christmas Day, Memorial Day, Labor Day and Independence Day. Our Overnight surcharge during the above holidays is $15. Any visit that includes Thanksgiving, Christmas Eve and day, New Years Eve and day require a 50% non refundable deposit payable at the time your reservation is made. Your reservation is not guaranteed until the deposit is received. For locations over a 10 mile radius from pet sitter, a fuel surcharge will apply of $0.55 per mile. Please see our Service Contract for our full list of Policies.
Extra Fees/Charges Policy:
Laura the Pet Nanny Inc reserves the right to invoice/bill at $16.00 per 15 min or any portion thereof, for additional time spent over the scheduled visit time that is necessary for the care of Client’s pet(s) and home. This includes service and time for the clean-up resulting from pet incontinence, accidents or frequent vomiting; complications administering medications; obtaining pet food, medication or supplies; wait time for emergency home repair, search for pet(s) that escaped confinement or leash. Client will be held responsible for all expenses incurred and reimburse Laura the Pet Nanny Inc upon return.
For early return and cancellation of service (for non-holiday reservations), a 24-hour notice is required or Client will be charged the rate of one visit. After cancellation fees, any remaining balance will be applied to future pet sitting visits only. No refunds will be given. All holiday reservations require a 7-day notice for changes and cancellations or Client will be charged for the services reserved. No credits will be given for early returns during holiday periods. All holiday visits much be prepaid during Thanksgiving, Christmas and New Year’s and cancellations are non-refundable.
OVERNIGHT STAY CANCELLATION POLICY: Due to the exclusive nature of overnight bookings, our pet sitters must decline all requests for overnights that coincide with the dates booked. Therefore, we charge a $30 per night cancellation fee, regardless of when the job is cancelled or the job total.
A pet sitting visit will only take place after the initial consultation in your home. We recommend that you book your pet sitting visits as early as possible as we always schedule our appointments on a first come, first serve basis. We do not guarantee specific time slots. A 2-3 hours window is acceptable, except in the case of pets that require medication at a specific time or has a specific medical condition (in which a one hour window is acceptable). We are, however, happy to note your preferred visit time and will do our best to accommodate. Pet sitting hours fall between 7am and 9pm and are usually completed during this time period, unless we have a heavy workload. (Special arrangements can be made for overnights or late visits, but additional fees apply). In the case of pets requiring one visit a day, we do not offer the choice of a time slot. These visits will be scheduled to fit between our other visits. We will attempt to place that visit according to Client’s time frame wishes, but do not guarantee that time frame. We will ensure that the visits are scheduled no more than 24 hours apart.
We are transitioning from accepting 2 keys to keep to leasing a lockbox for $20, this can be kept for just the needed job or can be kept indefinitly. When you return this lockbox in good working order, the $20 will be refunded to you. One working copy of your house keys must be placed into the lockbox. A second copy will be kept in our office lockbox, for emergency purposes. And the lockbox must be placed on the door or a railing or another easily accessible location. We feel that this option will provide a better sense of security for the homeowner, but it also makes it easier for us should an emergency occur and a back up sitter is needed to make the visit. It also prevents lost or misplaced keys. If you live in a gated community, you must provide a gate card, remote or appropriate access codes. For the existing clients who have provided the 2 required keys to us, we will keep them unless a lockbox is requested. Should keys become unusable, lock malfunction, Client fails to leave a key or for any other reasons beyond Pet Sitter’s control, Laura the Pet Nanny has authorization to employ the services of a locksmith to gain entry into a Client’s home on Client’s behalf. Client will be responsible for all expenses incurred and reimburse Laura the Pet Nanny Inc. upon return. There is a $15 trip charge if we are required to pick up or drop off keys or lockboxes.
We are happy to provide medication to your pets. Client acknowledges that LTPN will give insulin injections as instructed by the Client, however, we cannot guarantee the outcome of such injections. Client understands that LTPN pet sitters are not licensed veterinary care professionals. We will care for diabetic pets provided their condition is stable and client provides us with accurate dosing instructions. We do not do glucose testing. Client understands the risks involved, and agrees that LTPN will not be held liable for harm or death to pet(s) resulting from insulin injections. Client also holds LTPN harmless in the event the pet(s) suffers adverse reactions or shock while LTPN pet sitters are away from the Client’s home. We will not pet sit for acutely ill pets, pets with uncontrolled/untreated medical conditions, dogs that jump constantly, or any pets that are aggressive.We suggest the pet be boarded with a veterinarian or at a kennel. We will make every effort to administer medications that the pet(s) in our care requires. However, if the pet absolutely refuses to cooperate, client authorizes and accepts charges for transport of pet(s) to veterinarian and for veterinary administration of medications. In the event the pet continues to prevent us from medicating them, client agrees to allow us to leave the pet with the vet, and accepts all charges. LTPN is authorized to seek any emergency veterinarian assistance needed during visits, at the cost of the Client, from any veterinarian as chosen by the sitter, should Client’s own vet not be available. We will, of course, make an effort to contact the Client before veterinary care is sought, but reserve the right to have pets treated, in the event the Client and their emergency contact is unreachable. LTPN will not be held responsible for the health/well-being of the pet should Client refuse veterinary care when pet sitter deems it is necessary. LTPN is not responsible if, despite our best efforts, a pet refuses to eat, drink, accept medication, or to be walked. Pets that will not eat/drink or take medication will be transported to a vet, at the Client’s cost.
No dogs will be allowed to roam or be allowed off leash under any circumstances while outside in unfenced areas or off the Client’s property. Owners of free-roaming cats agree to hold LTPN completely harmless in the event cat(s) are injured or killed, do not return home, etc. If client has an invisible fence, the dog(s) must be leashed. Clients is responsible for adhering to all national, state, and local animal laws and ordinances. We will not walk unruly/untrained dogs, or dogs that choke themselves on their leash. We will not walk dogs in severely stormy weather. If the weather isn’t dangerous to our well being (tropical storm or hurricane conditions) we will take dog out to relieve itself, if the dog will go outside, but cannot guarantee the outcome. Pet Owner is responsible for supplying the necessary, safe equipment/supplies needed for care of their pet(s), including but not limited to a sturdy, well-fit harness (halter, collar, etc.) for walks or in case of emergencies, firmly affixed vaccination tags, a lead rope or leash, pooper-scoopers, litter boxes, food, cleaning supplies, medicines, pet food, and cat litter. Pet owners authorizes any purchases necessary for the satisfactory performance of duties. Pet Owner agrees to be responsible for the payment of such items as well as service fees for obtaining items, and will reimburse LTPN upon their return for all purchases made.
Emergencies & Visitors:
Please provide the name of an emergency contact, neighbor, friend or family or company, to be contacted should a house-hold emergency occur such a burst water pipes or air conditioner/heat stop working, and we are unable to reach you. If anyone else has access to your home while we are pet sitting, we need to be aware of it. All other individuals that visit the home MUST leave a log of their visit, which will include their reason for being in the home, their name, a contact number, and time of their arrival and departure. An optional form will be provided upon request. LTPN asks that the Client schedule all other services, such as housekeeping, pool cleaning adn yard work, for dates/times when LTPN will not be providing service. LTPN cannot be held liable for the deeds or misdeeds of other individuals. It is the Client’s responsibility to ensure that LTPN is porvided with information regarding any friends, relatives, neighbors, or others whome the client has given access to the home in their absense. We will not enter the home if someone we don’t know is on the premises and if we see someone in or around your home that we do not know, we will immediately notify the authorities. It is suggested that arrangements be made with someone to evacuate your pets in case of a disaster or weather related event/crisis/”Code Red”. LTPN will definitely try to see to your pets safety/care should such events occur, but cannot guarantee it.
Geriatric/Special Needs Pets:
Client acknowledges that we are not veterinarians or vet techs, we will agree to care for senior or special needs pets, according to the Client’s instructions. We will make every effort to administer medications, encourage eating food or drinking water, however if the pet absolutely refuses to cooperate, client authorizes and accepts charges for transport of pet(s) to veterinarian and for veterinary administration of medications or fluids. We trust that our Client’s know their pet best and that they are confident that their pet’s condition/age will not put the pet health at risk by leaving the pet with a pet sitter rather than leaving the pet in the care of a veterinarian. Client acknowledges that we cannot be held responsible for the demise of a senior or special needs pet unless it’s due to our negligence of that pet.
Within a reasonable time after your return, please call or text us. If we don’t hear from you, our concern is that you may have been delayed. If we make a visit to your home because we weren’t notified, regular visitation charges will apply.
Emergency Pet Care Policy:
In the event of pet illness or other medical emergency if the specified vet is unavailable, pet will be taken to the closest vet or to the nearest emergency vet clinic. Client understands and agrees that attempts will be made to contact them in case of emergency and if Client is unreachable, Pet Sitter has permission to authorize any care that the vet deems necessary for the pet’s health, safety and survival. Client agrees to reimburse Laura the Pet Nanny Inc for any additional fees and all costs relating to vet care during their absence, which may include x-rays, blood work, surgery and/or other expensive procedures, as well as an emergency medical transport fee of $35.00 for the safety of your pet and others, pets must have current vaccinations. Should Pet Sitter be bitten or otherwise exposed to any disease or ailment received from Client’s pet that has not been properly vaccinated, it will be the Client’s responsibility to pay all costs and damages incurred by the victim.
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