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POLICIES AND PROCEDURES for pet sitting, animal care services, and dog walks provided by Best Friend Sitters of Helotes, Texas. Your BEST choice for a professional and loving pet sitter.
TABLE OF CONTENTS:
- Key Exchange
- Cancellations/Refunds
- Returning Home Procedures
- Dangerous/Aggressive Animals
- Business Hours
- Reservations and Confirmations
- Payments
- Emergency Scheduling
- Food Supply Pick Up
- Pet Immunizations
- Pet Identification
- Pet Security
- Visitors to the home in owners' absence
- Mileage Surcharge
Key Exchange
For your convenience we can hold your key free of charge for all future services in a secure fire proof storage box. Keys will only be marked with a customer number. All other information such as owners names and addresses will be kept separate and also securely. For key return, note that keys will only be returned to you in person after services have been completed. No keys will be mailed or left on the premises. This is to ensure the safety of your pets and homes. A $5.00 delivery charge will apply. Should you require services again a $5.00 pick up fee will be charged at that time.
Cancellations/Refunds
All cancellations with at least 48 hours notice prior to scheduled start time will be refunded in full. Cancellations of less than 48 hours during Holidays will be subject to a one day visit fee. Cancellations less than 48 hours for non-holiday periods are subject to a $10 fee. Key pick up and/or delivery fees remain in effect. Refunds due to pet owner’s early return are only given based on the schedule below and only if the pet sitter is notified at least 48 hours in advance that the owner will be returning earlier than previously scheduled.
Services not used but for which advance notice was given:
0-2 days ………. No refund for unused days
3-5 days………… ½ refund for unused days
6 or more…………full refund for unused days
Returning Home Procedures
All service under the discretion of the pet sitter may continue unless and until notified of an owners safe return home. Please provide notice of your return via a phone call and/or email message as soon as possible. For the safety and health of your animals if we have not received notice of your return and we feel your pet(s) may be in danger of going a prolonged period without food and/or water then visits to your house may continue. If a visit was not needed but was the result of no notice of return, you will be charged in full for that visit.
Dangerous/Aggressive Animals
Although your pets are certainly a much loved part of your family they may not always be candidates for in home pet care. Some animals are very territorial and may become more so in their owner’s absence. If you know pet dog has a history of aggressiveness toward visitors to your home kenneling may be your best and most prudent option. The temperament of each animal will be evaluated at the initial meeting. We reserve the right to decline service to anyone based on our best judgment and experience. If you have any doubts about your animal’s ability to accept care from strangers please inform us immediately.
Business Hours
Business calls will be covered daily during the hours of 8:00 am - 6:00 pm. During this period client calls will be answered or returned. Because we may be caring for pets at the time of your call it may be necessary to leave a message. All calls will be returned as soon as possible. If you would like a daily update on your pets during pet sitting, that can be arranged for a small fee.
Reservations and Confirmations
For reservations requests email notices are very efficient, however, there are occasions where email sent into cyberspace does not reach its intended destination, if you have not heard from us in a reasonable amount of time please call or email again. NO reservation can be considered confirmed unless you have received a confirmation phone call and/or email reply. Even if we are unable to accommodate your needs, you will receive a reply or call back.
Payments
Full payment is expected to be made by all customers prior to services beginning. Any additional costs incurred during pet sitting and deemed necessary for the proper care of your pets will be billed. Payment of any remaining portion should be received within 7 days of receipt of the statement. Late fees of $2.00/day will apply following the 7 day period. There will be a $25 handling charge for any check returned for any reason. Payment can be in the form of cash, check, money order, or by using a credit card via PayPal. The link for PayPal will be sent by email upon request.
Emergency Scheduling
Emergencies do happen and we will always do our best to accommodate everyone’s needs, however, there may be times that due to scheduling conflicts we simply are unable to provide services that you may be requesting. All services contracted with less than 48 hours notice may be subject to a $10 short notice fee.
Food Supply Pick up
Before you depart it is requested that you stock up on all food, medications, litter, treats, etc, that your pet will need. There are times when supplies will run out and need to be replaced prior to your return. For this service there will be a $15 fee per trip for items that can be purchased within a 5 mile radius of your residence. The pick up fee and cost of supplies will be added to your service bill. A store receipt will be provided.
Pet Immunizations
All dogs and cats must be current (within the last 3 years) on rabies shots. All dogs must be current on parvovirus vaccine. All pets should be on some regular flea control. These requirements are for the protection and health of all animals we come in contact with.
Pet Identification
All dogs in our care should be wearing a secure and safe collar. While in our care we you may elect to have a tag with our name and number on it so that we also can be reached should there be any unforeseen issues. The tags are available free of charge.
Pet Security
It is a pet owner’s responsibility to pet-proof any areas of their home and property that the pet has routine access to. This includes inspecting fences, gates, latches, doors, window screens, etc. We will not assume any liability for injuries a pet may sustain while it is in its own home or on its property due to maintenance issues or lack of adequate security in place.
Visitors to the home in the owner’s absence
We cannot be responsible for the security of your home or pets if you allow others in addition to a pet sitter to enter your home while you are away. If we are caring for your pets, we ask that you inform all likely visitors with keys that they should wait to visit and only access your home after you have returned.
Mileage Surcharge
An additional fee of $.50 per mile may be added to any homes outside the normal service area. The area is approximately bordered by Hwy 211 to the north, Leslie Road to the south and two miles on either side of Bandera Road (Hwy 16). All fees will be discussed and confirmed prior to pet sitting services beginning.
