Policies and Procedures Form
(Effective: January 1, 2019)
POLICIES AND PROCEDURES / CLIENT AGREEMENT
- General Policy
It is our policy to accommodate your pet(s) with the best possible care while you are away or unable to care for them. It is important that you provide The Happy Pet Caregiver with a complete and updated Household Form AND a Pet / Vet Form PER PET (or pet classification) for your pet’s safety, and our insurance and bond.
We also require an accurate and updated emergency contact for your animal(s) to be on file – preferably in nearby proximity and able to care for your animal(s), if ever necessary.
It is our policy to only care for one household at a time. While in our care, we do not walk other dogs, or introduce other pets, not pertaining to the same household. Your pet commands our complete attention as scheduled.
- Exception: Pets may be introduced for training purposes, socialization skills, or otherwise, IF it is previously agreed upon and scheduled between both owners of the pet(s).
- Business Hours for Management
By phone: 7:30 AM – 6 PM EST (UNLESS EMERGENCY)
By email: Emails are generally responded to within 1 day during normal business hours (7:30 AM – 6 PM EST). In case of an emergency, please call the office.
- Scheduling and Visit Times
We fully attempt to accommodate your pet’s individual comforts and needs. We provide a minimum timer interval for each visit, based on your animal(s) needs.
Management will have initial contact with you to determine scheduling needs. You will then coordinate directly with your primary caregiver and /or backup.
All scheduling and scheduling changes must be communicated to the caregiver and / or management for accurate invoicing, schedule transparency and pet care fulfillment in the case of an unforeseen emergency (both for pet or caregiver).
If an emergency or unforeseen circumstance should occur, a specific time interval may need to be adjusted to accommodate that situation.
It is recommended that you reserve your regular visits a minimum of 48 hours in advance. If you have never used our service, a pre-visit meet-and-greet is required, to best evaluate and fulfill your needs. For pet-sitting including overnight(s), or a walking situation during the holidays, we request a week prior notice. We DO accept last minute services, if a caregiver is available. Emergencies do not apply.
For your convenience, all new initial long-term contracts, initial overnight contracts or single visits will be confirmed by The Happy Pet Caregivers management via email, at least 24 hours prior to service. Confirmation will include the primary caregiver who will be performing the pet care services for your animal(s). Pet walking for a regular client need not be confirmed, unless requested.
All caregivers are independent contractors.
We ask clients to contact management with any issues or problems with service, or a caregiver. Management will attempt to address and resolve issues as soon as possible, and / or find a new caregiver for you.
- Substitutes / Back-Ups
A substitute / back-up caregiver is always available to each pet or pet sitting situation. If a requested or regular caregiver is not available for whatever reason, you will be notified that another caregiver will be made available for the length of time needed.
- Cancellation Policies
General cancellation policy: Since our caregivers are quite busy, we ask that a minimum of 24-48-hours-notice of cancellation by the client be given prior to the first scheduled day for pet sitting and contract dog walking. Failure to do so will result in a 50% cancellation fee charged to the client for the total amount due. The exceptions are cancellations due to serious emergencies, illness, a death in the family, snow days or school closings. If there is only one day or visit scheduled, the cancellation fee will be a 100% for that day or visit. There are no refunds or credits for early client returns or same-day cancellations.
- Inclement Weather Policy
You entrust us to use our best judgment in caring for your pet(s) during inclement weather. We will attempt to carry out all instructions including attempting to reach a caregiver physically closer to your home, if necessary. We reserve the right to call a nearby emergency contact in case of a serious problem with accessing your pet(s), such as severely iced driveway, non-plowed snow, mud, etc. Every effort will be made to reach your home, but the service schedule may be changed, interrupted, or altered. If it is not possible to reach your home safely, we will attempt to contact you then your closest emergency contact will be notified. If your home is not accessible, you will be notified that a contingency plan has been activated.
- Fixed Fee Schedule
You agree and accept our fixed fee schedule (on fees page).
We accept cash, check or Venmo payment.
You agree not to engage in any monetary with the caregiver assigned to you. You will receive an Invoice from management directly.
All payments will be made directly to Pet Pals, LLC / DBA; The Happy Pet Caregivers.
** PLEASE NOTE: Clients and pets will not be covered by company insurance and bond if doing business / monetary exchange directly with a caregiver / independent contractor.
A $35 fee will be applied for any returned payments (checks or Venmo).
As directed by the owner, a caregiver will attempt to administer all medications, but cannot be held responsible for complications that arise as a result. If there is a fear that an animal will react negatively to the administration of a medication (bite, scratch or claw) the caregiver reserves the right to not administer the medication. The caregiver will inform you of this situation as soon as possible.
You are required to update the Pet / Vet Form, as necessary, with any changes to medications, illnesses, vet, etc.
All pets must have the required and necessary immunizations, before service begins including rabies vaccination, in the case of mammals.
- Unforeseen Purchases
If a caregiver must purchase food, litter or cleaning supplies that contribute to the health and welfare of your pet(s), we will retain a receipt and the owner is responsible for reimbursement of these items. In addition, a $10 travel fee will be applied.
- Pet Waste
We will properly dispose of your pet(s) waste at your home’s designated location. In the case of accidents, such as vomit, urination, defecation, or an outside-the-litter-box accident, a $10 additional clean-up fee will be applied per incident.
We do not assume any responsibility or liability for any animals that escape, become lost or injured, fatal or otherwise, when a caregiver is instructed to leave an animal in a fenced-in area. This includes any type of fence, including electronic. Any instruction to leave an animal in a fenced-in area and not in a home must be issued in writing and signed by the primary pet owner. The caregiver reserves the right to allow your pet to seek shelter indoors during inclement weather.
- Cameras / Video Equipment
We require clients to inform management and each caregiver if they are utilizing cameras / video equipment on the property.
- Household Emergencies/Damage by Pet
We require the name and number of a trusted maintenance company or individual who can attend to any household emergencies that may arise in your absence, such as leaking pipes, malfunctioning heat or water heaters, etc.
You agree that you will not hold The Happy Pet Caregivers and its caregivers liable for any damages to furniture, flooring, window treatments, home décor, indoor/outdoor plants, gardens or yard in the event that your pet damages them during your absence.
- Keys / Door Codes
If you will be using our service over time, we require that you allow management to keep a coded copy of your key in our files, or a door code on file. This ensures that a caregiver can access your home when necessary (in the event of emergency, last-minute visit, or a visit by someone other than the primary caregiver). Your key will not be distributed or used by anyone except your primary caregiver, backup, or emergency caregiver, without your consent.
Regular caregiver(s) will need to access your home for scheduled visits, and need to be provided a second key or door code.
ALL KEYS must be clearly labeled with the client’s last name.
- Pet Guardianship
We require the name and contact information of a person who should be contacted in the case of an unfortunate event that you become incapacitated while your pet(s) are in our care. We urge you to address the care of your pet(s) in your legal documents while planning your estate. Be sure that the person named is aware of your appointing them as guardians.
- WE RESERVE THE RIGHT TO REFUSE OR CANCEL SERVICES TO ANY PET.
If your primary caregiver refuses to provide care to your pet(s), management will review reasons for refusal as soon as possible. Depending on the circumstances, the refusal or cancellation will either be upheld, or another caregiver will be provided for a trial time.
At no time will a pet be abandoned unless the immediate safety of a caregiver is at risk. If such an event occurs, the caregiver will notify management, the pet owner(s), and the emergency contact, if necessary. If such concerns preclude The Happy Pet Caregivers and its caregivers from providing further care of the pet, then you authorize your pet to be placed in a kennel, with all charges therefrom to be charged to you. Every attempt will be made to notify you regarding such a situation.
I authorize you to care for my animal(s) and I will be fully responsible for all fees and charges, and will pay for all charges incurred on my behalf upon my return. I further authorize you to give out any information about my animal(s) to Pet Pals, LLC d/b/a the Happy Pet Caregivers as needed.
I have contracted with Pet Pals, LLC d/b/a the Happy Pet Caregivers, during my absence and authorize them to act on my behalf to request emergency veterinary treatment and services if deemed necessary. I accept full responsibility for charges incurred in the treatment of my pet(s).
I have contracted with Pet Pals, LLC d/b/a the Happy Pet Caregivers, willingly and agree to their entry into my home as scheduled.
I hereby give my consent to the representatives of the Happy Pet Caregivers to photograph, film and or tape and then use and publish the same in print and/or electronically and for any lawful purpose, including, for example, such purposes as publicity, illustration, advertising, and online platforms.
- Personal Injury
You assume responsibility for injuries, ailments, and disabilities sustained by caregivers caused by your pets &/or home, including but not limited to, bites, broken bones, severe scratches, mauls, deaths, as well as home hazards that result in injury, disability or death. If you misrepresent an animal’s history of aggression, you place your assigned caregivers at substantial risk and may be held liable for significant punitive damages. If your assigned caregivers take pet(s) off your premises, you agree to indemnify and hold harmless The Happy Pet Caregivers for any injury or damage which may be caused to others by the actions of your pet(s), or to your pet(s) caused by the actions of other animal(s), including, but not limited to, loose or stray dogs.
This agreement is subject to change, at any time. A copy of the revision will be provided to you.
If you have concerns or special circumstances that may conflict with our policies, please let us know, we will do our best to accommodate your concerns, within reason.
I, the undersigned, hereby agree to all terms of this Policies and Procedures/Client Agreement intending to be legally bound.