At Carey Pet & Home Care (CP&HC) we want our Clients to be as fully informed as possible. Policies are published on our website to avoid any misunderstandings or surprises. All Clients of CP&HC agree to abide by our policies and acknowledge that the policies are subject to change without prior notice.
Our preferred method of payment is E-Check (ACH/Direct Debit). We will also accept Master Card, Visa, and Discover. All reservations are paid in advance of service. If you have not received a schedule confirmation via email, please contact us to confirm your reservation before your trip.
New Clients – Payment is processed after the Registration Visit for all of the first scheduled series of visits.
Existing Clients – Payments are processed 48 hours prior to the first visit of the reservation. Confirmation of your payment will be emailed to the you once your payment has been processed.
Recurring Service Clients – Payments for recurring monthly service (i.e., ongoing midday dog walks or potty breaks) are processed on the 25th of each month for the following month of service.
Overnight Reservations – To hold your overnight reservation, we require a non-refundable 50% deposit of the entire reservation at the time of booking. Due to the nature of overnight care reservations, we must turn down any other overnight requests that conflict with your reservation. The balance of the invoice will be processed 48 hours prior to first visit. The exception is during holiday periods (below).
Holiday Periods – Payments are processed one week prior to the first visit of the holiday reservation. Holidays include: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.
Cancellation of Services
Regular Pet Sitting Visits During Non-Holiday Periods
Our cancellation policy reflects our desire to be as flexible as possible regarding your pet care needs. We realize there may be times when you do not need your Pet Sitter to come as scheduled; however, we request 48 hours’ notice of this cancellation. Clients who cancel with a minimum of 48 hours’ notice of first scheduled visit will receive a full credit. Credits for canceled visits may be used anytime within the next 6 months. Standard service rates apply to cancellations made without 48 hours’ notice, including those times when a walker/sitter arrives to find that you don’t need a visit or your pet isn’t present.
Due to the busy nature of holiday periods, cancellation fees are strictly imposed during these times. We require a full 7 days’ notice of cancellation prior to the first scheduled date of the holiday reservation. If notice of cancellation is not received within 7 days before first visit, the Client is charged for the reservation. Holidays include: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.
To hold your overnight reservation, we require a non-refundable 50% deposit of the entire reservation at the time of booking. Due to the nature of overnight care reservations, we must turn down any other overnight requests that conflict with your reservation. The balance of the invoice will be processed 48 hours prior to first visit. Any overnight reservations canceled with less than 48 hours’ notice will NOT be refunded or credited. The exception is during holiday periods.
Our Rates and Fees
Early or Late Fees
Our regular pet sitting hours are 7:00 am through 10:00 pm. Visits requested before or after these hours will incur a $15 per visit surcharge.
Last Minute Requests
All requests for service made with less than 48 hours’ notice will incur a $30 last minute request fee.
Oral or topical medications, as well as injections are administered at no charge. Subcutaneous fluids can be given for an additional $15 per administration in conjunction with a pet sitting visit or as a stand-alone service.
Services booked on the day of a holiday will receive a $7 per visit surcharge. Holidays include: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.
Key Pick Up/Return
CP&HC requires two sets of keys on file. If you prefer not to allow us to retain a set of keys, CP&HC can pick up and return the keys to you for a $20 per trip fee. You may choose to have keys returned via USPS certified, return receipt requested for a $20 mailing fee. For liability reasons, CP&HC will NOT pick up or leave keys “under the mat,” nor will we have our Pet Sitter lock the keys in the house on the last day of service.
If CP&HC does not receive two keys to your home at the Registration Visit, we will have a duplicate made at a cost of $10 per key, which will be added to your invoice.
In the event that CP&HC is required to employ a locksmith to gain entry into your premises due to a malfunction of the lock or failure by you to provide keys, you are responsible and agree to reimburse CP&HC $125 for the costs incurred in gaining access to pets and home. CP&HC is expressly given the authority to employ a locksmith on your behalf in the event of the aforementioned occurrences.
Miscellaneous Hourly Service
CP&HC is available to our Clients for miscellaneous errands such as: waiting for the plumber, the cable company, picking up dog/cat food, etc. Clients are charged $40 per hour prorated to the exact time spent by the sitter performing the requested task. This fee is in addition to products purchased or services performed by outside companies.
CP&HC is authorized by you to perform services as outlined in the CP&HC Pet Profile for each pet, and you acknowledge that you have provided thorough detailed pet care instructions for each pet.
For liability purposes, CP&HC requires a minimum number of visits per day for animals under our care as outlined below:
- A minimum of 2 visits per day (AM and PM or an overnight) is required for dogs, and
- A minimum of 1 visit per day is required for cats and other small pets.
Others in Home
For liability reasons and for the safety of our Pet Sitters, CP&HC is unable to provide pet sitting services if the Client has other persons in the home sharing the pet care. These include: neighbors, friends, other pet sitters, etc.
Each pet requiring special treatment or medication must wear identification in the form of either collar tags or the pet’s name written on the collar itself.
Emergency Veterinarian Care
All Clients are required to complete the Veterinary Treatment/Information Authorization form. In the event that you have not completed this form, the following protocol will occur:
- CP&HC will make every effort to contact you prior to an emergency veterinary care decision to receive your authorization. If you cannot be reached in a timely manner, you authorize CP&HC to approve medical and/or emergency treatment (excluding euthanasia) as recommended by a veterinarian.
- CP&HC is released from all costs and fees incurred as a result of emergency veterinary care and you agree to pay such fees to all parties rendering emergency care.
- CP&HC is authorized to purchase any foods, medications, or related items recommended by the veterinarian.
- CP&HC will be reimbursed by you for expenses incurred plus any reasonably necessary additional fees for attending to pet emergency, as well as, any other reasonably necessary related expenses.
CP&HC is authorized to purchase any needed items such as food, medications, or any other related items in the event those supplies run out during the service period. You agree to reimburse CP&HC for costs of the purchased items, as well as a shopping fee of $40 per hour, prorated as to the exact time spent.
Inclement Weather/Act of God
In the event of inclement weather, natural disaster, or Act of God, CP&HC Pet Sitters will make every effort to reach your residence and care for your pets and home as soon as it is safe to do so. Should a severe property-damaging storm occur while you are away, CP&HC reserves the right to do an extra visit to ensure the safety of your pets and home. CP&HC strongly encourages you provide us with the name and phone number of a nearby neighbor who can check on your pets in the event of any type of natural disaster or emergency. This neighbor should have access to the garage code or a spare key. Your pets’ health and well-being are our greatest concern and we will contact you as soon as possible to keep you informed of these events.
CP&HC is authorized to enter restricted areas due to natural disaster, fire, etc. in order to care for pets. Client holds CP&HC harmless for any damage or loss.
CP&HC will make every effort possible to complete the scheduled visit/s. CP&HC is entrusted to use best judgment in such events. However, there are no refunds or credits for any missed visits as a result of inclement weather, natural disaster, or Act of God.
Extraordinary or Unusual Pet Behaviors
It is understood that all animals can be unpredictable when under stress or their routine has changed including, but not limited to, damage to client premises by pet/s not obvious to sitter. CP&HC will not be held liable for visit changes due to a pet exhibiting extraordinary or aggressive behavior. This may include the need to shorten visits or miss medication dosages.
CP&HC will not be held liable for any injury, disappearance, death or fines of loose pets with access to the outdoors.
In consideration of these services and as an express condition thereof, you expressly waive and relinquish any and all claims against CP&HC and the Pet Sitter individually, except those arising from obvious gross negligence or willful misconduct on the part of the Pet Sitter.
If safety/health concerns prohibit CP&HC from caring for your pets, you authorize CP&HC to place pets in a kennel, boarding facility or veterinarian’s office. You agree to pay for any fees or services incurred by CP&HC as a result of the removal of pets from premises, under the conditions set forth in this paragraph and the placement of pets in a kennel, boarding facility, or veterinarian, if the veterinarian or kennel of your choice is not available or you cannot be reached.
After-Hours and Emergencies
We know that sometimes emergencies happen. At Carey Pet & Home Care, this is how we handle emergencies and after-hour needs for our established clients. If you are not an established clients, please call our office to discuss the situation, and we will do our best to help.
Scheduling care when our office is closed
Our regular office hours are Monday through Friday, 9 am to 5 pm. If you need to schedule services when our office is closed, please call our main office number (405.605.3355) and leave a detailed message with your name, contact information, and day/time you need service. Or, you can email us at firstname.lastname@example.org to request service. A staff member will schedule your service and confirm it with you.
Requesting an emergency visit
Sometimes emergencies happen, such as a flight getting cancelled or a family member with a medical emergency. In true emergency situations when you need a pet visit outside of normal office hours, please call our office at 405.605.3355 and press 3 to speak with the manager on call. If the call goes to voicemail, please leave a message, and the manager on call will return your call as soon as possible.
If your pet sitter has an emergency
Our team approach to coverage ensures that your pet is always taken care of at the scheduled time. Should your pet sitter be sick or have car trouble, we guarantee that another sitter will complete the pet visit in a timely manner. As always, you will receive email notes from us at the conclusion of the visit.
Should any emergencies occur with your pet during a visit, our sitters are PetTech First Aid and CRP certified and will provide necessary care and transportation to a local veterinary clinic if needed.
CP&HC requires two (2) sets of keys to your home; one for the CP&HC office as backup and one for the Pet Sitter. Garage door openers and/or garage codes are welcome, but are not to be in lieu of obtaining keys to the home. If you live in a gated community, you must provide a gate card, remote or appropriate access codes.
Every time a reservation is made, the Client agrees to:
- Update your home and pet profiles with any changes to:
- new medications or changes in medications,
- emergency contact numbers,
- alarm, entry, and garage codes/passwords,
- animal care, and
- new pets.
- Advise CP&HC if locks have been changed and provide new keys.
CP&HC Pet Sitter will leave a return notification card with a phone number for you to call as soon as you get home. This number is operational 24 hours a day, 7 days a week. If you are delayed in returning home or do not notify us of your return, CP&HC will make an effort to contact you about your return status. If we are not able to reach you, you authorize CP&HC to automatically continue visits and authorize payment for said visits until you have returned or have contacted CP&HC. If you do not let CP&HC know of your arrival and we make an unnecessary visit, you will be charged for the visit(s).
CP&HC is authorized to take photos of your pets for their pet profile, for careypet.com, and for any other marketing purposes. All pet photos taken are the property of CP&HC. No personal Client information will ever be used without your express permission or authorization.
Contacting Your Pet Sitter
For liability purposes, CP&HC does not give out our Pet Sitters’ personal contact information. We also request that you do not ask any CP&HC Pet Sitters for their personal information.
If you have any last-minute questions, comments, concerns, or changes regarding your visits, please feel free to call our office at 405-605-3355. We will be happy to help you and will forward your message to your Pet Sitter. Our office hours are generally 9:00 am to 6:00 pm, Monday through Friday.
If you have an emergency and your call is after hours, please press extension 3 to reach the Manager on Duty. CP&HC does check messages and emails during evenings and weekends and will respond to urgent messages. If the message is not urgent, your call or email will be returned the next business day during normal business hours.
For the protection of both the Client and CP&HC, you agree to refrain from knowingly engaging individual Pet Sitters who are or who have been associated with CP&HC. All reservation requests must go through the CP&HC office.
You agree to always provide CP&HC with a contact number or alternate means of reaching you while you are away.
Early Returns/Last Minute Changes
It is not unusual for trip plans to change at the last minute. However, please understand that CP&HC carefully schedules our Pet Sitters’ time to service you and our other clients. Therefore, there are no refunds or credits for early returns.
Injury to CP&HC Pet Sitters
CP&HC will hold you responsible for any Pet Sitter injury or any damage to your premises caused by your pets, except those arising from obvious gross negligence or willful misconduct on the part of the Pet Sitter. You agree to pay all related medical costs regardless of homeowner’s insurance liability determination.
Policies may be amended at any time by posting a revised version on our website. The revised policies will be effective at the time we post them. All Clients agree to abide by revised policies. If the revised version of the policies includes a substantial change, we will provide our Clients with an email notice.