Booking & Cancellation Policies

Payment for Services

Balance is due at start of scheduled service
Payment can be made online or left at your home; we accept cash, check, and Venmo payments. *A small processing fee applies to payments made via Venmo.

Late/Delayed Payment Policy

Payment for all services is due within 7 days of the service end date unless otherwise agreed in writing. If payment is not received within this timeframe:

• Future bookings may be declined or canceled until the outstanding balance is paid in full.

• Repeated late payments may result in the requirement for advance payment for all future services.

Last-Minute Cancellations

When clients book care weeks or even months ahead, your reserved time is held exclusively for you. When a cancellation happens on short notice, it’s often too late to rebook that spot—especially during busy seasons. With limited availability, last-minute changes not only prevent other pets from getting care, but also result in a direct loss of income that supports my family and the long-term sustainability of this small business. Thank you for understanding the need for a cancellation fee—it helps ensure fairness for all clients and stability for the care you count on. Our cancellation fee structure is:

• 2+ weeks' notice: No Charge

• 1-2 weeks' notice: 50% of the total service fee is charged.

• 72-24 hours' notice: 75% of the total service fee is charged.

• Less than 24 hours' notice: 100% of the total service fee is charged.

• Housesitting cancellations within 72 hours: Charged 50% of the first four days of the scheduled stay.

Cancellation Exceptions:

• Full refund (100%) for cancellations due to a close family death, medical emergency, or contagious illness.

• Clients with chronic health concerns may be granted flexibility on a case-by-case basis.

• If I must cancel

  • Inclement weather If weather falls outside of the healthy or safe range for your pet I will offer indoor enrichment or offer alternative times to come. Please see weather policy for more information, including emergency weather.

  • For personal reasons 100 % refund

Early Returns No refund for early returns, credit applied to service within 30 days, availability is not guaranteed.

Holiday Surcharge Policy We deeply value family time, and as parents, we cherish the moments we have while our child is still growing. Because of this, we adjust our availability and rates during certain holidays to balance providing exceptional pet care with creating lasting family memories. For holiday weekends, the surcharge applies to services scheduled Friday through Monday. For single-day holidays, the surcharge applies only on the holiday itself.

• Peak Service Holidays & Surcharges +10/day:

  • Memorial Day Weekend (Last Mon in May), Easter Sunday (Varies by year), Independence Day (July 4), Labor Day Weekend (First Mon in Sept)

• Limited Availability Holiday Rates +$15/ day:

  • Mothers Day (2nd Sunday in May), Father’s Day (3rd Sunday in June), Thanksgiving & Black Friday (4th Thurs & Fri in Nov), Christmas Eve & Christmas Day (Dec 24-25), New Year's Eve & New Year's Day (Dec 31 - Jan 1)

• Unavailable Dates & Special Exception Policy +$20/day

  • Services are not available on the following dates each year: July 5-6, August 8-10, October 5-6, December 17-18
    

General Service Policies

Home Access and Security
We take the security of your home seriously. Any keys, codes, or entry devices you provide will be kept safe and confidential, and returned at the end of your service agreement or upon request.

Surveillance & Privacy

• Respect for Security: We understand and respect your use of cameras or other recording devices for the safety of your pets and home. These devices are only used to protect pets and property—not to monitor our personal activities.

• Private Spaces: You’ll provide surveillance-free areas for our use during overnight stays, such as sleeping and bathroom areas. If these areas are not provided or undisclosed devices are discovered, we reserve the right to decline or end services.

• Recording & Sharing: Please do not share or publish audio, video, or photos of our team without prior written consent, including on social media or with third parties.

• Privacy Violations: Any undisclosed devices in private areas or unauthorized sharing of recordings may result in immediate termination of services and potential liability for damages.

Home Access and Visitor Policy
For everyone’s safety and peace of mind, we don’t answer the door or allow entry to anyone unless we’ve been notified and approved by the pet’s owner ahead of time. This includes service providers, cleaners, deliveries, and visitors.

If someone arrives unexpectedly or a situation feels unsafe, we’ll always err on the side of caution and may deny access. These boundaries help keep your pets secure, your home protected, and our care environment comfortable and respectful for all.

Human Illness Disclosure & Safety Policy
Because we care for pets in close partnership with families, we take health precautions seriously, your honesty helps us keep everyone safe. If anyone in your household has a highly contagious illness (such as COVID-19, flu, RSV, or norovirus), please let us know. You don’t need to share personal medical details—just a simple heads-up.
We may adjust or reschedule visits as needed, or use extra protective measures to continue care safely.

Liability
To ensure clarity and safety, we are not responsible for:

• Damage or loss when others have access to the home during the service agreement.

• Incidents or injuries involving pets with unsupervised outdoor access.

• Veterinary costs or transport-related incidents.

• Injuries caused by other animals outside of our control.