Policies

By registering with Critter Sitters and More, you are agreeing to the following policies:

While we can send and receive text messages regarding your services, our preferred communication is through your personal Time To Pet Portal. Normal messaging rates apply and the frequency of messages may vary. Mobile Carriers are not liable for delayed or undelivered messages.

In order to provide our clients and their pets with the most reliable service, Critter Sitters and More recommends that each client provides us with 2 access points to the home. Options include:
*Key Storage Lock Box
*Door Keypad Code
*Garage Door Code

In the event that your Critter Care Specialist (Pet Sitter) is required to employ a locksmith to gain entry into Client’s premises due to a malfunction of the lock or a failure of the Client to leave a key, it shall be the responsibility of the Client to reimburse for all costs incurred. The Client expressly gives Pet Sitter the authority to employ a locksmith on Client’s behalf in the event of the aforementioned occurrences.

Your Critter Care Specialist (Pet Sitter) will send you a message when finishing the last scheduled visit to confirm your return home. We request that you send your sitter a message upon arriving home so that we know your critters have been returned to care. If we do not receive verification of your return, we will implement our emergency care procedures.

Critter Sitters and More does not over-book appointments. We will turn down business to accommodate your schedule.

GENERAL CANCELLATION AND CREDIT POLICY (Non-Holiday): Cancellation fees are based on the amount of notice provided before the first scheduled service begins:

• 1–3 days’ notice: 100% of the scheduled service fees will be charged.
• 4–6 days’ notice: 50% of the scheduled service fees will be charged. The remainder of your payment will be placed as a credit on your account.
• 7 or more days’ notice: No cancellation fee will apply.

Any credits placed on your account will be applied to a future service. If you would prefer a refund and you have paid by credit card, we will credit your card minus the processing fees.

Early Returns and Changes in Travel Plans: This policy also applies if you return home earlier than expected from a trip and no longer need the remaining scheduled visits. Cancellations of remaining visits will be subject to the same cancellation fees based on the notice provided.

HOLIDAY BOOKING & CANCELLATION POLICIES: All holiday reservations made over any day considered a “Holiday” requires a reservation deposit equal to 50% of the total booking cost. The deposit is due immediately upon approval of the holiday visit request to hold your booking and will be charged to the payment method on file. A non-refundable deposit of $100 is included in the 50% Holiday reservation deposit. The remaining balance is due seven calendar days before the first scheduled visit and will automatically be charged to the payment method on file. Holidays book up quickly so it is important to request your services by the booking deadline. A non-refundable late booking fee will be added to the invoice for any holiday bookings requested after the deadline. The Late Booking Fee is $5 per visit, with a maximum charge of $35. View our holiday booking deadlines here: https://crittersittersandmore.com/book-critter-sitter/  

Holiday Cancellation Policy

Because holiday bookings require advance staffing and reserve limited sitter availability, the following cancellation schedule applies to the portion of a reservation canceled by the client:

• 30 or more days before the first scheduled visit: No cancellation charge; the deposit will be placed as a credit on your account minus the $100 non-refundable deposit.
• 15–29 days before the first scheduled visit: Cancellation charge of up to 25% of the canceled reservation total minus the $100 non-refundable deposit. The remainder will be placed on your account as a credit.
• 7–14 days before the first scheduled visit: Cancellation charge of up to 50% of the canceled reservation total minus the $100 non-refundable deposit. The remainder will be placed on your account as a credit.
• 1–6 days before the first scheduled visit: Cancellation charge of up to 100% of the canceled reservation total.

Any credits placed on your account will be applied to a future service. If you would prefer a refund and you have paid by credit card, we will credit your card minus any processing fees, cancellation charge, the $100 non-refundable deposit, and any late booking fees, if applicable.

Changes to Holiday Reservations

• Reductions in visits or shortened reservations may be treated as cancellations for the portion removed and will be subject to the cancellation schedule above.

All cats and dogs must have a current Rabies vaccination with the expiration date and certificate uploaded in their records. If there is a medical reason for the cat or dog not to receive a Rabies vaccination, then a waiver from the pet’s vet will be accepted.

It is highly encouraged that each pet be vaccinated, dewormed, and protected from harmful insects according to veterinarian recommended standards.

RECCOMENDED VACCINATIONS:

Dogs – DHPP Combo (which includes Distemper, Hepatitis, Parainfluenza, and Parvovirus)
*For any dogs that attend daycare, dog parks, training centers or locations where they interact with other dogs such as breweries, we recommend Bordetella and Canine Influenza.

Cats – FVRCP Combo (which includes Feline Viral Rhinotracheitis, Calicivirus, and Panleukopenia)
*Rabies vaccines are required for any outdoor cats you care for.

Equipment/Supplies – Current name tag, collar along with a properly fitting harness are required on all dog walks. Customers must have potty bags available for each walk. Customers are required to purchase necessary safety equipment and potty bag supplies before their first walk. 

Aversive Training Tools – Our walking service is designed to be a fear-free and force-free experience. We use positive reinforcement techniques to ensure that every walk is enjoyable and stress-free for your furry friend. Our trained walkers are committed to creating a safe and loving environment, where your dog can explore, exercise, and have fun without any fear or pressure. Trust us to take care of your dog with the utmost kindness and respect.

As such, we will decline walks that require us to utilize the following aversive training tools:

• Shock collars
• Prong collars
• Choke chains
• Spray collars
• Any form of physical punishment

We believe in promoting a positive and humane approach to dog walking and training. Your dog’s well-being is our top priority.

Retractable Leashes – For the safety and wellbeing of the pets in our care, Critter Sitters and More staff will not be using retractable leashes. Please have an alternative leash ready before time of service. If you do not have an alternative please let us know and we will bring our own leash.

Harness Requirement – Dog will need a properly fitting harness for walks. Clipping the leash to collars can potentially be harmful to our dogs because there are so many vital things in the neck (esophagus, thyroid, cervical spine, nerves, etc.) *With any dog you will need to find a harness that best fits their individual conformation. Use this link to learn more about properly fitting a harness https://www.clickertraining.com/files/Harness_fit_FINAL.pdf

Critter Sitters and More does have a preferred harness, which is the Freedom No-Pull Dog Harness by 2Hounds Design. These harnesses allow us to have more control over the walk as there is a 2 point connect with their double leash which aid in dogs that back out of harnesses to learn more – https://youtu.be/jaFqlQFNoOg The design is such that the harness does not pull on or press against the dogs neck. If you would like to purchase one of the Freedom No-Pull Dog Harnesses by 2Hounds Design, please use our affiliate link to purchase.

Escape Risks – Critter Sitters and More, LLC employees may use coupler device to ensure 2 points of connection if the dog has been know to slip a harness.

Below is our inclement weather policy to ensure the safety of pets and staff during inclement weather conditions. 

Service Adjustments: 

• We will use our best judgment to care for pets during inclement weather. If conditions make it unsafe to travel pets, we reserve the right to alter scheduled visits until it is safe to do so.  
• Clients will be notified as soon as possible if services are affected. If the primary contact cannot be reached, emergency contacts will be notified. 

Midday Dog Walking: 

• Midday dog walking services will be provided as long as it is safe to do so. In cases of heavy rain, thunder, lightning, high humidity, extreme heat, ice, or flooding, the length of walks may be shortened. 
• Dogs will receive a quick potty break, and the remainder of the visit will consist of indoor playtime. 

Travel Pet Sitting: 

• Every effort will be made to complete pet sitting visits for clients who are out of town. Clients and their emergency contacts will be notified if it is not possible to safely reach their homes at the scheduled visit time and will be provided with an estimated time for the visit.  

Emergency Contacts: 

• Clients are encouraged to name an emergency contact who has access to their home and is comfortable caring for their pets if we are unable to provide scheduled services in a timely fashion. 

Communication: 

• We will notify clients as soon as possible of any necessary schedule adjustments due to inclement weather. Notifications will be sent through their Time to Pet account, text, or phone call. 

Client Responsibilities: 

• Ensure that emergency contacts are up-to-date and accessible. 
• Inform us of any specific needs or concerns regarding their pets during inclement weather. 

Safety First: 

• The safety of our clients’ pets and our staff is our top priority. We appreciate your understanding and cooperation during inclement weather events. 
• In anticipation of inclement weather, we proactively contact our clients to offer a no-fault cancellation of their services, ensuring a full credit for any cancellations. 

For the health of our sitters, we reserve the right to turn down assignments where there is evidence of smoking in the home.