Policies AKA "Client Handbook"

TYPES OF PETS
We care for most such as dogs, cats, rabbits, hamsters, guinea pigs, ferrets, birds, fish and small reptiles (NO SNAKES). If you have a pet not mentioned here or a questionable type of pet, we may or may not be able to care for it. Contact us to inquire about your pet.

Initial Meet and Greet: (Required prior to start any service)
30 minutes complimentary meet and greet

It is best to plan at least 2 weeks in advance in order to obtain services on the dates you desire. An in-person New Client Meeting IS REQUIRED prior to making reservations for all new clients. We must meet you and your pet(s) and assess your needs before we can make a commitment to providing your pet’s care. During this initial meeting, we will review pet care instructions and ensure your online account is complete. At our in-person meeting, we will review where things are in the home and add any other information that is missing. The first new client meeting is complimentary.. Additional meetings in person will incur an additional fee. New client meetings requested with less than 3 days notice are subject to an emergency registration fee that includes your meet and greet.

Once you have created your Premium Pet Sitters account on our app, we will reach out to you via email to schedule your "discovery call" to get any further details about your services and answer any questions you may have about your service. On the call, we will also set up your Meet and Greet before services can start.

Please give our office at least 5 business (non holiday) 10 business day (holiday visits) notice before you’d like service to start services. Last minute reservations are subject to a late booking fee. This gives our sitters enough time to meet with you and your pets before we provide service for you.

COMMUNICATION
Clients can manage scheduling, up-to-date client and pet information, billing and cancellations all via our complimentry service app. This is also where you your sitter will keep in contact with you when sending photos/videos and daily recaps. PPS sitters care for your pets in your home and will keep in touch with you while you are away via phone, text, email or your account online.

SCHEDULING
To schedule service, fill out the Become a Client form if you are not yet a client or our Client Log In for existing clients, on our website. (You can also click on these links)

To ensure sitter availability, please give us a minimum of 1 weeks’ notice for scheduling non-holiday service and a minimum of 2 weeks’ notice for scheduling holiday service. We schedule services 3-6 months in advance.

We understand last minute changes occur, so feel free to call if an unexpected need arises, and we will make every attempt to accommodate your needs.

Be sure that your requests have been confirmed by PPS through the app by visiting your online account to see your scheduled visits and selecting the specific date range you will be gone.

All rates may be subject to change during the holiday season. PPS will make an announcement through the app. In the event that you need to cancel your scheduled services, please refer to the guidelines below.

CANCELLATIONS

Cancellations for any PPS service may be made in advance of your scheduled service.

There will be NO refunds once service begins.

Non-Holiday Daily Pet Sitting Visit Cancellations

Clients must immediately notify PPS in writing in the event of a cancellation or an early return (once service has begun) prior to the first visit. Refunds will be issued as follows if the fees have already been paid by the Client:

If at least seven (7) or more days notice prior to the first visit is given %100 is credited back to the client
If at least five (5) days notice prior to the first visit is given 50% is credited back to client
If at least three (3) days’ notice prior to the first visit is given 25% is credited back tot he client
If less than one (1) business days’ notice prior to the first visit is given, no refund will be issued

Holiday Visit Cancellations

If at least fifteen (15) days notice prior to the first visit is given 50% is credited back to the client
If at least ten (10) days notice prior to the first visit is given 25% is credited back to the client
If less than seven (7) days’ notice prior to the first visit is given, no refund will be issued

KEYS

PPS strongly encourages using a lockbox if you are not using a key pad or garage code for access to the home. If you decide to hide your key, you must provide detailed instruction as to where the location is. The key will never leave the home premises as we do not take possession of keys and are never liable for the replacement of home keys or anything that happens to your home while you are away. A lockbox is encouraged to ensure that you always have possession of your keys and the sitter can access the home at your scheduled visit. Gone are the days of giving your keys off to someone else to hold for you in their office. Realtors have been doing this for decades and it works! You don't have to worry about being locked out of your home, ever, because you already have the keys in the lockbox. Lockbox code needs to be provided during the meet and greet.

PET & HOME INFORMATION
We go over your daily routine (food location and amount, behavioral or medical concerns.) This allows your sitter to become familiar with your home and where everything is located (food, cleaning products, lights, mailbox, and pet hiding spots. If you have a security system and would like your pet sitter to use the “babysitter” code, please pre- arrange this information with your alarm company in advance

EMERGENCY INFORMATION
We gather (cell, hotel, friends, family, or neighbors) information in event we are unable to reach you.

PAYMENT
PPS requires payment in full 4 days prior to the start of services. Services will not start if not paid and can be subject to a late payment charge if payment is not updated 4 days in advance before services start ALL services are paid in advance through your complimentary software app.

Additional fees: Surcharges: Holiday (listed below), late booking (3 business days ), emergency, additional Meet and Greets after initial one.

Holidays: Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, New Years Day.

VET INFORMATION & VACCINATIONS
At Meet and Greet you will be required to show proof of current rabies vaccinations for dogs. Be prepared to provide contact information for your pets’ veterinarian and pet guardian.

RETURN HOME POLICY
PPS Clients MUST notify PPS when they return home on PPS's (24) hour voicemail service or text messsage at 704-323-6146. If PPS does not hear from PPS Client when PPS Client arrives home, according to the PPS Client’s arrival day and time on the PPS confirmation, PPS will automatically extend PPS Client’s contract for services as if PPS Client had scheduled the visits in advance to ensure the safety and welfare of PPS Client’s pet(s) and PPS Client will be responsible for all related charges.

Huntersville Weather Conditions Protocol

PPS premium sitters will complete the service(s) so long as there is not an advisory to stay off the roads. Your sitter ensures that before they leave your pet, that if weather should hinder their ability to make it back during a mid-day service, the pet will be okay for the time being (they have water/food/new pee pad (if applicable) and we will provide extra play before leaving to tire the pet out if we expect that there will be bad weather ahead that day). Your sitter will return to your home as soon as the weather advisory to stay off the roads has been cleared. Please be aware of weather conditions before booking your service to know that might be a possibility this could occur if we are expected to have extreme weather conditions. We prioritize the safety of both your pets and our sitters. We will be in communication about the status of weather conditions that might affect your services- thank you for understanding!

Pet Emergency Protocols

PPS provides clear communication with clients about emergency procedures! Upon onboarding, we ask for your veterinarians address and contact number along with an emergency contact such as a friend, family member, or neighbor should we not be able to get in contact with you. Each sitter is stocked with a pet first-aid kit and our sitters are trained in pet first aide from the American Red Cross. We 1) Assess the situation: recognizing critical signs such as difficulty breathing, severe bleeding, seizures, or sudden lethargy. These are all sign the animal needs to be taken to the hospital immediately. For common emergencies like choking, wound care, and basic CPR our sitters are trained to handle these type of emergencies. If the situation is minor and the animal does not need to be rushed to the hospital, the sitter will remedy the situation and contact you immediately after to let you know what happened. If the situation is an emergency and the animal needs to be rushed to emergency care, we call in this order: Veterinary hospital, contact owner, if we cannot reach the owner then we begin calling the back up emergency numbers. This is why we ask for you to sign the Vet Release form to ensure your pet can receive the care it needs right away without having to wait for a reply in case you or your emergency contact(s) are unavailable. Thank you.

Referral Program

If you feel that we have provided you service worth mentioning to your community of friends, co-workers, neighbors, and family members, then we would like to offer you a $25 referral reward for each new client that books a service with us! If you refer 3 new clients that book services with us, we will bump that to $50 for each new client moving forward. We hope we have provided you service worth spreading to others so that all pets can get the same premium service we are committed to providing you and your furry family member!!

Policies AKA "Client Handbook"

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