POLICIES & PROCEDURES
Stay and Play Pet Sitting provides loving care when you’re not there. Whether you are gone during work, on vacation, or attending other events, Stay and Play Pet Sitting will be there to provide care and companionship for your pets while you are gone.
Initial Consultation/Meet & Greet is complementary and required for all new pets. Please allow 60 minutes for me to get acquainted with your pets, assess your pet’s needs, review service agreement and veterinary release forms. Please have a copy of your pet’s most recent vaccination records for our files.
Keys: Stay and Play Pet Sitting will need access to your home via your house key or security code during the initial consultation when service has been agreed upon. Stay and Play will not perform visits based on remote access, for the well being of the animals, in case contact can not be made. For recurring services, Stay and Play Pet Sitting will keep your provided key secured for your convenience. If you want to leave your key under the mat, Stay and Play is not responsible if your home is broken into due to easy access when the sitter does not have possession of the key. Melinda would prefer to pick up the key before the stay or use a safer method such as a lock box. There is a $10 fee for key pick up or drop off.
Reservation Requests: I tend to book up a month ahead of time but you never know, I may be available. Just ask. It is best to plan at least two weeks in advance for services needed. I will try to accommodate last minute requests as best as possible, but there is no guarantee I will have room in my schedule to honor such requests. For recurring services, we will discuss scheduling, billing, and payment at initial consultation. Stay and Play Pet Sitting reserves the right to deny reservation requests.
Reservation Confirmation: Reservation requests aren’t booked until both parties confirm, and the deposit is paid and received.
All service fees are due in full prior to start of service. Fees can be paid by cash, check, Paypal or Venmo.
Checks should be made out to Melinda Meltzer. Returned checks will incur a $20 charge, and payment will be collected via another avenue otherwise sent to collections.
Daily recurring visit or walking fees are paid up front.
Pending: Time To Pet Client Portal: Once information is entered in the Time To Pet software, you will be able to request services and make credit card payments through the Time To Pet client portal. There is also a free Time To Pet app on both IOS and Android for your convenience. Stay and Play Pet Sitting will keep a credit card on file for all clients, for your convenience, even when other payment methods are used.
One Account Per Household: To avoid confusion, and to provide a timely service, I only allow one account per household. Access to that account is up to you. All pets needing services must be listed for insurance purposes.
Feel free to call or text between 7:00 am and 10:00 pm while I am providing services for you. Otherwise my phone hours are 9 am to 9 pm.
Visitors: Please let me know if you expect any visitors while I am contracted for services. Visitors include: cleaning personnel, landscapers, delivery persons, exterminators, construction/repair and utility workers; also any friends or relatives. If I am not notified of visitors, I will assume that they are trespassing on your property and the police will be notified.
Early Return: Please notify me as soon as possible if you will be returning home earlier than expected. The 25% fee pertains to the remaining balance not the entire amount. For example if your nightly rate is $100 and you came home a day early, then the fee is $25.
Late Return: In the event that you will be away longer than planned, it is imperative that you contact us for extensions of service. Your pet’s well being depends on this communication. I can not guarantee that I will be available to stay, but I will do drop ins to check on your pets.
Cancellations: The cancellation policy is as follows for clients that have paid a deposit:
There is no cash refunds unless the pet is deceased or Melinda cancels. After cancellation, the money paid is a credit and can be utilized no later than 6 months after the cancellation date.
If the client wishes to cancel, it must be at least one week before the scheduled start date and time. If cancellation occurs with less than one week notice, 15% of the total amount due for the stay is due as a cancellation fee. If cancellation occurs with less than 24 hour notice, 25% of the total amount due for the stay is due as a cancellation fee. If the client cancels with more than I week notice, then full credit within the expiration date will be honored by Melinda Meltzer. There is no cancellation for the following holidays, the day before, or the day after: 4th of July, Halloween, New Years Eve, New Years Day, Christmas Eve, Christmas Day, Thanksgiving, Valentine’s Day, Easter, Memorial Day, Labor Day, Presidents Day, Martin Luther King Jr. Day, Mother’s Day, Father’s Day, and Veteran’s Day. If you booked a holiday, the day before a holiday, or the day after a holiday and cancel at any time, 100% of the amount due for the entire stay is due as a cancellation fee since it was reserved for you and I turned away other pets in need of my care. In the unlikely event that Melinda cancels the stay, then the client will receive a full refund of money paid.
Refunds are paid by check and mailed to your home. If a cancellation fee is applicable, the fee will be deduced from your deposit and the remaining amount will be on your file as a credit.
Inclement Weather: Stay and Play Pet Sitting will be closed for services when inclement weather makes it unsafe to travel. Have a hide a key for emergencies for a neighbor to help. For everyone’s safety, no services will occur when local schools and businesses are closed due to unsafe weather conditions. Your account will be credited the service fees for service that did not take place during these uncontrollable events.
Holidays: Limited availability on holidays, so be sure to make your reservations early! Holidays include the day of, day before and day after:
4th of July, Halloween, New Years Eve, New Years Day, Christmas Eve, Christmas Day, Thanksgiving, Valentine’s Day, Easter, Memorial Day, Labor Day, Presidents Day, Martin Luther King Jr. Day, Mother’s Day, Father’s Day, and Veteran’s Day.
Emergencies: In the event that a pet emergency arises, I will take your pet to the veterinarian that you chose on the Veterinary Authorization form or to an appropriate facility that is available. You will be notified as soon as possible in case of any emergency. If in the event you are out of reach, your emergency contact will be notified.
It is the pet owner’s sole responsibility to “pet-proof” any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to contain the pet or restrict access to specific areas. The pet sitter does not assume responsibility and has no liability for any injuries the pet may sustain or property damage the pet may cause while in his/her own home/property.