Policies and Procedures
Payment Policy: Please make your reservations as early as possible! A 50% deposit is required at the time of scheduling to hold your reservation. Full payment is expected 24 hours before the first day of service. The balance is then to be paid in full before services begin. We reserve the right to decline or end service for non-payment. We do not accept personal checks.
Communication Policy: All pet sitting-related communication must be done on your private client portal – no exceptions. Calling and/or texting any employees on their private cell phones is strictly prohibited. Using other methods to communicate such as private email and Facebook are also prohibited. This helps keep all sitters and clients on the same page and leaves no room for error. In the event of an emergency, using your client portal is the quickest way to reach us, as we see all messages that come in immediately. You may also call the office line (719) 424-5619 and leave a message and we will get that message fairly quickly, as well, but we do encourage you to utilize your portal for all communication.
We provide real time GPS tracking (shown on a map) and a time stamp of arrival and departure at each visit; this gives all of our human clients comfort in knowing we are at your home when we say we are, and for the full time we are supposed to be there. We will provide a full update at each visit, along with pictures of your fur babies, so you know exactly how things are going. These updates will automatically be posted in your client portal for easy reference, and will be delivered to you via email and/or text by our software system. All pet sitters are held to the highest standard when it comes to your home and pets.
Cancellation Policy: We understand that plans change and try to be as flexible as possible regarding your pet care needs. Cancellations made less than 24 hours in advance will be charged 100% of the full service fee. If a cancellation has not been submitted & confirmed and we arrive at your home to provide care, your account will be charged the full visit fee. In the event you must cancel your holiday reservation, the cancellation policy is strictly enforced.
Please understand that we only have a limited number of spots available during the holidays and once we are booked, we must turn away others in order to maintain a high level of care. Because of this, we have had to set up a cancellation policy. Holiday cancellation policy is as follows: 15 days notice or more prior to day of departure – 100% refund/or credit towards future visits. 7-14 days notice prior to day of departure – 50% refund/credit towards future visits. 6 days or less notice prior to day of departure results in no refund or credits.
Last Minute Requests for Existing Clients: A last-minute surcharge of $10 may apply for requests of 48-hours or less. In order to plan accordingly and rearrange our schedule, 48-hours notice is necessary, especially for holidays.
Early Returns: No credit will be given for early returns. Woof and Meow Pet Sitting, LLC turns down many other people to keep your visits on the schedule. This makes it impossible to re-book the visits that you have reserved. Therefore, for scheduled visits already in progress, there will be no credits for early return.
Vaccines: For your protection and ours, it is policy that all pets we are caring for are up-to-date and current on their Rabies immunization, including indoor-only pets, no exceptions! We understand that not all clients follow a yearly immunization schedule and may choose to follow a titer schedule so the Rabies vaccine is the only one that is mandatory.
Reservations for New Clients: Will be scheduled after the initial Meet and Greet consultation.
Reservations for Established Clients: Can be scheduled directly through your client portal. Scheduling is done on a first come first serve basis, in time blocks. We will, however, always try to accommodate your needs.
*If the client’s pet(s) use a “pet door” allowing access outdoors, and the client requests it left open during our care, the client releases Woof and Meow Pet Sitting, LLC from all liability if anything happens to the pet(s) when outdoors.*
Inclement Weather & Natural Disaster: In the event of inclement weather or natural disaster, we will use our best judgment regarding the care of your pets and your home. This includes but is not limited to altering visit times and feeding schedules. Should we not be able to make a house visit, we will depend on an emergency contact provided by you at time of initial consultation. Emergency contact information must be kept current and emergency contact person must be able to access your home.
Job Sharing: Please notify us of any other person (relative, neighbor, contractor, cleaning service, child away at college, etc.) having permission to access your home while you are away. This is very important. If anyone else is there and we have not been notified in advance, we will need to contact the police for our safety and the safety of your home and pets. Woof and Meow Pet Pet Sitting, LLC does not accept pet sitting assignments where you have also asked someone else to check in or care for your pet(s) during the same time period that we are performing requested services.
Conflicts, problems, and liability can occur with job sharing – and has been known to become a game of “he said, she said”. Only under extremely special circumstances may we agree but cannot be held responsible for the pet(s) being cared for improperly, doors being left unlocked, gates left open, pets getting loose, items being lost or broken, etc. It is also much harder to observe the health of a pet with more than one caregiver.
**Woof and Meow Pet Sitting, LLC is not liable and is completely indemnified for any and all liability stemming from the act(s) or failure to act(s) of third parties, whether known or unknown, including but not limited to, friends, neighbors, pool persons, landscapers, housekeepers, utility persons, etc.**
Keys: Please provide a key to your house; keys must be provided at time of initial Meet and Greet. All keys are kept in a locked safe with no identifiable information (other than your pets’ names) that would tie it to your home. One key is acceptable only if there is another mean of entry into your home, such as a garage code.
If you live in a gated community, you must provide a gate code. NO KEYS will be mailed by regular mail, hidden outside, or locked in homes on last visits. Should keys become unusable, lock malfunctions, Client fails to leave a key, or for any other reasons beyond our control, Woof and Meow Pet Sitting, LLC 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 Woof and Meow Pet Sitting, LLC upon return.
Please test all keys, making sure they work, prior to giving to pet sitter. If extra visits are requested to pick up and drop off keys after the initial complimentary Meet and Greet, a $15 service charge will apply.