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Updated September 1, 2017

1.  Visits

  • All Pet Sitting visits are done within a time frame of +/-30 minutes for dogs and +/-60 minutes for cats. (A visit scheduled for 12:30 p.m. could be done anytime between 12-1 p.m. for dogs). This allows the sitter time for unseen pet issues or traffic.
  • When we schedule morning visits, diabetics are done first, then any animals needing medications, then all other dogs, then all other pets. The opposite holds true for the last visits of the evening.
  • Dog Walking visits are done as 1, 2 or 3 in one single day; Pet Sitting visits are grouped together and classified as such when an owner is gone overnight for one or more nights. Dog Walking visits are not grouped together with Pet Sitting visits.
  • All pets must be visited at least once a day. We do NOT do every-other-day-visits.
  • We count ALL pets when calculating your rate, but for smaller pets such as mice, hamsters, gerbils, rats, hermit crabs and fish, we can give you a more reasonable quote depending on the care needed. 
  • We have a three (3) visit minimum if you are a new client. 
  • Communication– For Pet Sitting visits, your sitter will be happy to send you one text or email update per day, if you request. When returning home, please call or text Stephanie (484-433-5101). You can leave a voicemail message at any time. If we haven’t heard from you by the next potential visit and are unable to reach you, we will make every effort to continue your pet’s care on their regular schedule. This will result in additional charges. For Dog Walking visits, your sitter will send you a “Feedback” email or leave a note in your home after each visit. Feedback information is always available in your client account.
  • Visitors – Please notify us if there will be anyone else entering your house while you are away. This includes family, friends, neighbors, workmen, house cleaners, etc. There is a place in your client portal for this information. We are fine with “sharing pet care duties” with your friend, family member or another sitter. Please be aware that if this is the agreement, our liability insurance will NOT cover any issues with your home, keys or pets. **Steph’s Pet Sitting will not be liable for any damages caused by the acts of others in clients’ homes. **
  • Emergency Veterinary Care – If your pet requires any type of emergency veterinary care while you are away, we will contact you, the owner, first. If we are unable to reach you and your pet’s condition cannot wait, we will take them to the best-suited veterinary hospital for treatment. If you have a veterinarian listed in your account, and they are open and able to see your pet, we will go there first. If they are not open or available, or if there is no veterinarian listed, we currently use The Cat Hospital of Media for cats and VCA Old Marple for dogs or after hour care. All fees charged by the treating veterinary facility are the sole responsibility of you, the owner. There is also a fee for us, Steph’s Pet Sitting, to transport your pet to and/or from the facility, and is based on time (see Services and Fees). Please make sure your pet’s veterinarian is listed in your account. It’s also a good idea to make sure they have a credit card on file, as some facilities require a deposit to leave your pet for treatment.
  • Heat/Inclement Weather – Our #1 goal is to keep your pets safe and comfortable while in our care. If it is extremely hot/cold outside, visits and/or routines will be modified to achieve this. We are aware of certain dog breeds that don’t do well in hot temperatures, and they will be strictly limited to the outdoors during bathroom breaks. The same holds true for extremely cold/snowy/icy days for all pets.

2. Meet and Greet

  • This is a free visit done before any services start. It is for everyone to get acquainted, for you to show us your pet’s routine, etc. and for us to answer any questions you have and to discuss the details of our services.
  • The meet and greet typically lasts around 30 minutes.
  • Meet and greet visits are done within one (1) week of the start of service. This is so the information is fresh in the sitter’s mind and the pets have an easier time remembering their sitter.
  • We require two (2) sets of keys at this time. One is for the sitter, and the other is kept in a lock box in our office to be used as a backup.
  • If we must return for a key, there is a $15 charge.  
  • If we must return for another visit for additional instructions, there will be a charge based on time.  

3. Reservations

  • Reservations can be made by phone, email, text message or through your client account.
  • ALL reservations, cancellations and any other changes MUST be done through Stephanie and NOT the other sitters.
  • Reservations are NOT confirmed until you receive an email from us. Please check that the days and times are correct.
  • It is best to reserve as far in advance as possible, especially during summer and the holidays.

4. Deposits and Cancellations

  • Dog Walking visits – If cancelled by 8 a.m. the morning of the walk, there is no charge; if cancelled after 8 a.m. the morning of the walk, there is a full visit charge.
  • Pet Sitting visits – A 50% deposit is required for services more than $300. If any pet sitting visit is cancelled 48 hours or more before service starts, the deposit goes to credit; if any pet sitting visit is cancelled less than 48 hours before service starts, the deposit, and any payments made, are non-refundable. If no deposit or payment has been made, you will be billed for the visits. 
  • Overnight visits – A 50% deposit is required to reserve dates. If cancelled 72 hours or more before service starts, the deposit goes to credit; if cancelled less than 72 hours before service starts, the deposit is non-refundable.
  • Holiday visits – A 50% deposit is required to reserve dates. If cancelled 7 or more days before service starts, the deposit goes to credit; if cancelled less than 7 days before service starts, the deposit is non-refundable.

*We have 9 days we consider a “holiday” – New Year’s Eve, New Year’s Day, Easter, Memorial Day,   July 4, Labor Day, Thanksgiving, Christmas Eve and Christmas Day.

*Time of cancellation is calculated from the first visit back.

*Cancellation times and policies are the same whether there is a deposit made or not. 

*We do not issue refunds. Deposits that are credited to your account never expire.

5. Payments

  • We accept personal checks, credit cards, PayPal and ACH debit. For ongoing services such as midday dog walks, bi-monthly auto billing is recommended.
  • Bi-monthly auto billing – If you are requesting repeat services each month, we ask that you enter your banking information in the system and select “auto payments.” The payments will be deducted on the 1st and the 15th of each month for all visits done prior to that date. A receipt will be sent to you after each payment.   
  • For Pet Sitting visits, payment must be received by the last day of service. If paying by check, it should be made out to Steph’s Pet Sitting and mailed to PO Box 131, Lenni, Pa 19052. If using any other method, payment can be made online through your client portal.
  • A $30 fee will be charged for any returned check.

6. Keys

  • We require two (2) sets of keys at the time of the meet and greet. One is for your sitter and the other is kept in a lock box in our office for a back up. There will be a $15 charge for us to pick up/drop off keys at any other time. It is recommended that your key be entered in our secure key system for future use. All keys are given a random number that is unrelated to any of your personal information. It is marked with a key tag and kept in a locked key box in our office. 
  • If making a new key for us, please check that it works before our meet and greet. We will not be responsible for making a new key. Leaving a copy of your key anywhere on your property for us to use is done “at your own risk.” 
  • Lock Out Service – If you lock yourself out of your house, you may contact us to see if we can bring you your key. This service is not guaranteed, as it depends on the time of day and our schedules. Remember, we do not carry your key with us, so it must be retrieved from our office. We charge a fee of $35 for this service.

7. Miscellaneous

  • Tips are not expected, but are certainly appreciated. 100% of your tip goes directly to your sitter!
  • Driveways/Walkways…Please consider your pet sitter’s safety by removing any snow, ice and/or debris from all walkways and driveways before you leave on your trip. If you are away, please have someone who can plow and shovel your driveway and walkways if bad weather is predicted. Our insurance policy does NOT cover any injuries that occur on your property.  
  • Pictures of your pets…Please let us know if you do NOT want us to use pictures of your pets on our website or social media pages. We always make sure our “location” setting is turned off when we take any pictures and never use last names, so your privacy is protected. 
  • Dogs left outside in a fenced in yard…We strongly advise you not to leave your dog(s) outside, unsupervised, in a fenced in yard or electric/invisible fence. If you choose to do this, we will still care for your dog(s), but we assume NO responsibility or liability if they are injured, become ill, or run away/escape. 

*All policies and procedures are subject to change without notice at the discretion of Steph’s Pet Sitting.