POLICIES & PROCEDURES Communications I can be reached by phone (732) 520-0454 Monday - Saturday 8 am – 5 pm (text or leave a message, and I will get back to you!) For general questions that don’t need an immediate answer, please message me through the client portal or email. Our sitters/walkers use “time to pet” software to send updates at the end of each visit so you can enjoy your time away knowing your babies are safe, loved and happy.) Last Minute Bookings or Cancellations We do our best to accommodate everyone. Pet parents who keep us on a solid schedule week to week have a standing appointment. All others are on a first-come, first-served basis for what we are able to schedule and accommodate. I usually waive a last-minute cancellation fee once or twice only. Please see the cancellation policy. All changes to the schedule must to go through the online client portal. If you need to cancel last minute ( less then a few hours in advance)once in a while, that’s understandable, but if it’s excessive, we will need to charge a cancellation fee, as it’s not fair to our walkers /sitters who could have taken another booking at that time. If your walker or sitter is in route or shows up at your house, then the full service fee will be charged. Please see the cancellation policy. Walkers/Sitters If we are on a set schedule with your pets, you will get the same two sitters (one main, one backup) with the exception of sickness or vacations. If you need us once in a while, with fluctuating schedules, or vacation care, we have a wonderful staff of sitters ready to jump in and help as needed. (We do our best to put the same sitters with your pets if they are available.) Flexibility We ask for a 2-hour window around your preferred time. This allows for last-minute bookings, cancellations, weather, traffic, and possible emergencies. Emergency Backup Care We do our best to get to every home in all weather conditions. If there is a state of emergency...., flooding, hurricanes/tropical storm, or blizzard and its truly unsafe for our sitters to drive without putting their lives at risk, please have a backup plan in place. A trusted neighbor with a key and access to your home is best. Aggressive dogs For the safety of all our walkers /sitters ,we do not accept any dogs that have a bite history or show aggressive/fear tendencies such as low growls, showing teeth, lunging etc. We reserve the right to leave a visit incomplete, or cancel additional visits last minute if any of our sitters or walkers don't feel safe handling your pets. How To Pay We accept cash, check, and credit cards-(Please go to the "Pay An Invoice" page on this website for more information.) Cash or check can be left up on the counter for your walkers/sitters to pick up once per week for regular weekly services. Full payment is due the first day of vacation care. Any overnight services, require a deposit of 50% to hold your dates. If you are in a pinch and need something last minute, or forgot to leave payment ,you can mail a check or drop a check/cash in the payment dropbox, or pay by credit card. Please see invoice for address. Please call or text if you have any questions. 732-520-0454 Strong Dogs/Pullers We do our best to accommodate our clients wishes for pet care. If your large dogs are not easily managed while walking , because of excessive pulling/or reactive towards cars, people, animals. For the safety of your dogs and our walkers, we will suggest backyard playtime instead. Client Keys -Please enter information clearly above your address in "access instructions" on the online portal before services start. *We do not hold client keys*. Keys must stay with your home in a secure location. *In cases of emergency or sickness where your scheduled sitter can't make it, we can send backup sitters ASAP with ease. -'Hide a key' location. Or -Lockbox codes, and locations out of the elements so they don't freeze/ rust up. Or -Door or garage code with a “hide a key” location on file in case of power failure. Tipping Our Team If you wish to leave a tip for your walker/sitter, it is never expected, but very appreciated. Please do so separately, or leave a note with payment, indicating the tip amount for each walker/sitter by name. Meet and Greets All new clients are required to have a complementary Meet and Greet with one of our Walkers/Sitters who will cover the first service request. All services are considered tentative until we are sure its a great fit for you, your pets, and our walkers/sitters.