Policies and Procedures
Disclosure for pet sitting services: Services will be performed in accordance with the instructions agreed upon in written contract. The Client waives any claims against Amber’s Purrfect Pet Sitting unless Amber’s Purrfect Pet Sitting is negligent and does not perform as agreed per written contract.
MEET-N-GREET INITIAL CONSULTATION:
All NEW clients MUST be scheduled for a pre-meeting called a meet-n-greet initial consultation. Without a Meet-n-Greet initial consultation, the new client will not be approved for pet sitting. We required this meeting to be scheduled at least 48 hours prior to service start date. WE DO NOT SCHEDULE MEET-N-GREET SESSIONS DURING THE WEEK OF ANY HOLIDAY. Please schedule your meeting early. Our busiest seasons are: Any national holiday, Valentine's Day week, St. Patrick's Day week, Easter Week, Mother's Day Week, Father's Day week, Spring Break week, early summer vacation, Halloween week, Thanksgiving week and Christmas week. If you are calling during these weeks, return calls may be delayed due to the heavy pet sitting schedule, and we may not be able to schedule a meet-n-greet during those times.
All pet sitting and dog walking requests must be submitted through the client portal. Once reviewed, you will be sent a notification that your requests are accepted and scheduled. Please make sure that you enter thorough notes and information in your online account. We refer to your online account while pet sitting for you. We need your contact information to be correct, veterinary contact info and vaccination dates, and instructions to care for your home and pets. The client portal is a secure site. You can also pay online, check your schedule, request service and cancel visits in the client portal.
All dogs MUST be currently licensed and up-to-date on their rabies vaccine. The only exceptions are puppies still undergoing their puppy shot routine. Proof of license and vaccination must be presented at time of meet-n-greet. Cats should be vaccinated but it is not a requirement.
If you are not completely sure that your dog will allow a pet sitter into your home while you are NOT there, then we cannot accept the pet sitting assignment. Entering your home when you are away is a condition of our pet sitting service; attempting to care for a potentially aggressive dog puts the pet sitter at risk and does not allow us to fulfill our promise to you to care for your pets and home. If you did not realize that your dog would be aggressive (growl bearing teeth, nip at pet sitter’s hand while attempting to put on leash, etc.), and we have already begun pet sitting, then we will do our best to finish our assignment as agreed. If we are unable to provide normal pet sitting duties due to your pet’s aggressiveness (walk your dog, get him or her outside to go potty), then regular fees and/or additional fees will apply. We cannot provide free or discounted visits for pet sitting if the dog’s aggressiveness prohibits us from performing our regular duties. Further, you may be responsible for your pet sitter’s medical fees should your dog bite or otherwise injure the sitter.
Very Important! If your pet is not confined to the interior of the house during the duration of the pet sitting assignment, and is allowed to roam free (either in a fenced yard with doggie door, as in the case of dogs, or unrestrained, as in the case of cats), Amber’s Purrfect Pet Sitting cannot be held liable for any injury that the pet may sustain at this time. Cats and dogs with pet doors, as well as access to screen rooms, are at high risk of escaping the confinements of their home. We will not be responsible for injury, death, or loss of pet if the pet should escape from any of these accesses.
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 Amber’s Purrfect Pet Sitting 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 wellbeing (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 Amber’s Purrfect Pet Sitting upon their return for all purchases made.
We operate on an auto-pay policy. Amber’s Purrfect Pet Sitting accepts credit card / debit card / ACH payments ONLY. Payment in full is required at the time of booking your first service. After your first service, your credit card on file will be charged on Friday for all services starting the following Monday through Sunday and for any past balances. All clients of Amber’s Purrfect Pet Sitting are required to have a credit card set up for automatic payment. Please enter your credit card information in your online account before your pet sitting begins. Our online client portal is a secure site with the very latest security algorithms. All invoices and payments are viewable in your online account for 12 months. If client returns earlier than designated, and does not inform the sitter in a timely manner, a $7 trip charge will be incurred by client. Please call if you are returning early and you can receive a credit on your account for that day.
***Services are NOT booked and availability CANNOT be guaranteed until we receive payment in full in accordance with our policies. Due to the very high demand for our services we cannot make any exceptions to our payment policies. If you have an unpaid balance, additional pet services will not be scheduled until balances are pain in full***
Keys are to be presented at the time of the meet-n-greet consultation. If a return trip is to be made to pick up keys that were not presented at time of meet-n-greet, a $10 trip charge will be added to services. If keys are to be returned at the end of the pet sitting assignment, a $10 trip charge will apply. If keys are to be kept in our key safe, no additional charge will apply.
EMERGENCIES AND 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. Amber’s Purrfect Pet Sitting asks that the Client schedule all other services, such as housekeeping, pool cleaning and yard work, for dates/times when Amber’s Purrfect Pet Sitting will not be providing service. Amber’s Purrfect Pet Sitting cannot be held liable for the deeds or misdeeds of other individuals. It is the Client’s responsibility to ensure that Amber’s Purrfect Pet Sitting is provided with information regarding any friends, relatives, neighbors, or others whom the client has given access to the home in their absence. 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. If other parties have access to pet owner's home at the same time as per sitting service (family members, friends, cleaning service, etc.) Amber’s Purrfect Pet Sitting Service shall not be held liable for damage that could result from another parties' negligence.
If there is more than one pet at client's home, and an injury occurs to one pet as a result of interaction with the other, Amber’s Purrfect Pet Sitting cannot be held liable for injury unless client states prior to sitting service that pets cannot be contained together and must be kept separate. It is the responsibility of the client to know when your pets are not compatible. All aggression issues must be disclosed to sitter at time of Meet-N-Greet and noted in contract.
EMERGENCY VET SERVICES:
In the event of an emergency, all veterinary services will be paid by the Client. Extra time expended by an Amber’s Purrfect Pet Sitting sitter during an emergency will be compensated by Client at reasonable pet sitting charges.
PET POTTY ACCIDENTS/DESTRUCTION:
Amber’s Purrfect Pet Sitting will not be held liable for any destruction or soiling of rugs, furniture, household goods, or any other owner-items, unless specifically instructed that pets are not to be allowed in areas where such destruction may occur (this requires unescapable crating). Owner is responsible for knowing whether or not their pets are destructive or not housebroken.
PET SITTING HOURS:
We will make every effort to follow your pet’s routine and visit your home at your requested times. However, we cannot promise to be there at an exact time each day; we prefer a “time block” that is acceptable to you and your pets, during which we can promise to visit your home. Our time blocks are 7-9am, 9-11am, 11am-2pm, 2-4pm and 4pm-7pm. For the safety of our pet sitters, our last pet sitting visit will be no later than 6:30pm, ending at 7:00pm. Our office hours are from 9:00am to 5:00pm, Monday through Friday. If you call before business hours, please leave a message and we will get back to you as soon as possible during that business day. If you call after business hours, please leave a message and we will get back to you as soon as possible on the next business day.
EARLY AND LATE APPOINTMENTS:
We do our pet sitting visits no earlier than 7:00am and no later than 6:30pm (ending at 7:00pm). If you need visits outside of our time blocks, please let us know and we will do our best to accommodate; keeping in mind that we generally do not pet sit before 7am or after 7pm. Very late and very early appointments can pose a safety threat to our sitters. We will do our best to follow your pet’s routine within these hours.
PET SITTING RESERVATIONS:
Pet sitting bookings require at least a 48-hour notice. All "emergency" bookings (bookings without a 48-hour notice) will incur a $10.00 surcharge applied to the first visit of the booking. If you are a current client, all requests must be e-mailed to: [email protected] Once received, I will enter the dates on the calendar and send a confirmation notice (via your e-mail). If I do not receive an e-mail request, I will be unable to send an e-mail confirmation!
Holidays will incur an additional $10.00 per day. Holidays include: New Year’s Eve & New Year’s Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving – Thanksgiving Day & Friday, Christmas Eve & Christmas Day
holiday requests must be paid for in full at the time of request to ensure final
booking. Services are NOT booked and availability CANNOT be guaranteed until we
receive payment in accordance with our policies***
New London County: Bozrah, Colchester, East Lyme, Franklin, Griswold, Groton, Lebanon, Ledyard, Lisbon, Lyme, Montville, Mystic, New London, North Stonington, Norwich, Old Lyme, Preston, Salem, Sprague, Stonington, Uncasville, Voluntown and Waterford
***If you are a current client residing in areas outside of our updated boundary and wish for us to continue visiting your pet, a $5 fuel charge will be added to each visit.
It is often not a problem for us to continue pet sitting should you be delayed on your trip and not be able to return home as expected. Please contact us as soon as you are aware of any changes in your travel plans and we will do our best to accommodate these changes. Regular rates for the extra visits will apply.
Within a reasonable time after your return, please call us to let us know you have arrived home. 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.
Please login to your client portal to submit all cancellations.
Payment in full is required for all pet visits cancelled with less than a complete 12 hours’ notice. A $5 per visit short notice cancellation fee will be charged for all pet sitting visits, quick visits, and weekday dog walks cancelled with less than a complete 24 hours’ notice. 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 must be prepaid during Thanksgiving, Christmas and New Year’s. All cancellation policies apply as soon as services are requested. If you use our recurring midday dog walking service, please contact us no later than 9:00am if you need to cancel your midday dog walk. Otherwise, full price applies for the day.
***Amber’s Purrfect Pet Sitting management & pet sitter’s schedule our time very carefully & limited space is available; therefore, we are unable to make exceptions to our cancellation polices.
INCLEMENT WEATHER:During severe snow and icy weather, pet visits must be cancelled via the client online portal and must be cancelled at least 6 hours prior to the start of the scheduled time window and cancellation fees will be waived.
***SNOW/ICE: Please make sure all snow/ice is cleared from your driveways/walk ways so that your pet sitter may access your home safely during winter weather. We require access to safe off street parking to provide service.
If you make a cancellation after your payment has been processed you will receive credit to your Amber’s Purrfect Pet Sitting account after subtracting any cancellation fees that may apply. Your credit is good for as long as we are in business and will not expire. NO REFUNDS of any kind.
Every effort is made to assign one pet sitter to each client’s household. However, a back-up sitter will be sent to your home should your sitter be ill, have an emergency, be on vacation, have scheduling problems, or no longer work for the company. The back-up pet sitter will be in touch, if possible, with your regular pet sitter and will have access to all the client information in your online account.
We will not share your personal information with any other third party for marketing or promotional reasons. We collect your name, address, phone numbers, email addresses, payment information, and home/pet information for the sole purpose of providing quality pet care and home care services for you. This information is maintained in a secure online software system, such as a client management system.