CHARLIE AND FRIENDS PET CARE POLICIES

Our policies and procedures were established in order to allow Charlie & Friends Pet Care LLC (hereafter referred to as CFPC) to provide exceptional care for both pets and their humans. By booking a service with CFPC, the client agrees to the following policies and procedures. Please carefully review these policies and do not hesitate to contact us with any questions or concerns. 

 

 

A. BOOKINGS AND CANCELLATIONS:

 

1. Getting Started:

If you are a new client and would like to request services, please visit the following website (www.charlieandfriendspetcare.com). If CFPC seems like a good fit for you and your pet’s needs, use the “Request to Book” button to schedule a meet and greet.

 

2. Meet and Greet:

A complimentary, in-home meet and greet is required for all new clients before appointments can be approved. During this thirty-minute meeting, we will get to know you and your pet and discuss any specific needs you have. We will introduce you to our PetPocketbook software. Please complete the client and pet profiles on our PetPocketbook software directly after the meet and greet. If you have any questions, this initial meeting is a great time to ask them! 

 

To schedule your meet and greet, visit the “Booking” section on our website. Click the “Request to Book” button next to “Meet and Greet” and choose a date and time. We will reach out to you within the week to confirm. 

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3. Visit Time Blocks:

Our visit times are on a first-come, first-serve basis. We recommend booking a few weeks in advance in order to obtain service on your desired dates. We offer several time blocks during which your visit will occur. You may choose between a morning (7:00 AM - 11:00 AM), mid-day (11:00 PM - 2:00 PM), afternoon (2:00 PM - 5:00 PM) or evening (6:00 PM - 8:00 PM) appointment window. This system allows us to optimize our routes. Additional time blocks or appointment times may be considered depending on demand. Exceptions may also be made for pets with time-sensitive medical needs so please let us know if this applies.

 

4. Cancellations:

We understand that plans change and we will not charge for cancellations if given adequate notice. Cancellations may be made up to 48 hours in advance of your scheduled service. Please understand that failure to provide notice before that time frame will result in a full-service charge. To submit a cancellation, please log in to your PetPocketbook client portal and visit the “Appointments'' section. Hover over the appointment you wish to cancel and click the “cancel” button. Services are not considered canceled until you receive a confirmation email stating so.

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5. Holidays:

Holidays are a very busy time for everyone, so please book your appointments as early as possible. There is a $10.00 holiday fee in addition to the regular visit fee on the following holidays: New Year's Eve, New Years Day, Memorial Day, 4th of July, Labor Day, Easter, Thanksgiving, Christmas Eve and Christmas Day.

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6. Holiday Cancellations:

Any cancellations made on or around a major holiday (i.e. Christmas Eve, Christmas Day, New Year's Eve, New Years Day, Easter, Memorial Day, 4th of July, Labor Day and Thanksgiving) with less than a week's notice will result in a full-service charge. Please understand that the weeks around these holidays are peak service times for pet care companies. We may have turned away other clients because we have reserved time for you.

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7. Return Home:

Clients who book services because they are going out of town are asked to notify CFPC via PetPocketbook when they return home. Your pets are our top priority while you are away and we want to ensure their safety. Please send us a quick message through your client portal stating you have arrived home.

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8. Extended Absence:

In the event that your return is delayed and you need extended pet care, we must hear from you. We will do our best to provide service but availability is dependent on our schedule. Please notify us of your extended absence immediately and understand that emergency or last-minute fees may apply.

 

9. Early Returns and Last Minute Changes:

We understand that it is not unusual for trip plans to change at the last minute. However, please understand that we carefully schedule our time to service you and our other clients. Therefore, there are no refunds or credits for early returns or last-minute changes to pet care services within 24 hours. Please notify us of your early return immediately so we do not arrive for the visit. 

 

10. Emergency or Last Minute Appointments:

We understand that everyone has emergencies and may need last-minute pet care. We will make every attempt to accommodate your needs, but availability on short notice is dependent on our schedule. We network with other area sitters for this reason and if we cannot fulfill your emergency pet care needs we will try to help you contact another professional who can. Please note that there will be a $5.00 fee in addition to the regular visit fee for all visits scheduled with less than 24 hours' notice.

 

11. Extended Visit Time:

Although we do our very best to complete your visit in the scheduled amount of time, occasionally we may need to stay longer than expected to care for your pet. Common situations may include clean-up resulting from pet incontinence, accidents or vomiting, complications administering medications, wait time for emergency home repairs or farm animals who are particularly tricky to handle. Please make sure to book an appointment time long enough to cover your pet’s needs. CFPC charges $5.00 for each additional 15 minutes spent at the visit. 

 

12. Our Service Providers

CFPC is made up of a trusted team of independent Service Providers. They are not employees of CFPC. These individuals are expected to provide the highest quality of service and adhere to the high standards CFPC promotes. A client may choose to meet with the Service Provider, they may choose to have a phone conversation or they may just ask that Charlie & Friends Pet Care send the sitter without introduction. After a sitter is assigned as the "primary sitter," CFPC will make every attempt to book that same sitter for the client for subsequent bookings. 

 

 

B. PAYMENTS AND RATES:

 

1. Payment:

CFPC accepts payments through our PetPocketbook software, Venmo, checks, or cash. All payments must be made within 1 week of the last visit. For weekly recurring visits, payment will be due after the last service of any given week. 

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PetPocketbook is fully PCI compliant. PetPocketbook never stores credit card information on their servers. Instead, all credit card information is stored on the integrated payment processors secure storage solution. Only the last four digits of a client’s card and the card’s expiration date are visible to us. All of PetPocketbook’s integrated payment processors are also fully PCI compliant. CFPC uses Stripe as a payment processor, which is fully integrated into the PetPocketbook system. 

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2. Automatic Payments:

Please note that CFPC will automatically charge the card on file when an invoice is due. If you wish to turn autopay off, you may do so in the “Billing Settings” tab in PetPocketbook. You can view all upcoming invoices at any time through the “Invoices” tab on your PetPocketbook account. 

 

3. Late Payment:

A $10.00 fee will be added to your invoice for each week payment is past due. Please avoid this fee by paying for the services you book on time or allowing autopay. CFPC reserves the right to suspend service until payment is received. 

 

4. Rates:

Due to the rising costs of operating a small business, CFPC reserves the right to change our service rates at any time. Adequate notice will be given to all clients when rates are scheduled to change. 

 

5. Unforeseen Purchases:

It is the client's responsibility to provide more than adequate amounts of supplies for their pet (food, kitty litter, medications etc.). However, we understand that mistakes happen and we will purchase any essential items that contribute to the health and well-being of the pet if possible. We will retain a receipt and the client will be responsible for the reimbursement of these items. In addition, a $10.00 trip fee will be charged for our time.

 

C. HOME:

 

1. Keys:
One of our goals at CFPC is to make your visits as convenient as possible. Allowing us to take possession of your key or providing an outdoor lockbox will make future visits much simpler. We offer two options for handling client keys: 

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Option 1: Lockbox (Recommended)
Providing us access to a coded lockbox is our most popular option. Not only is it a simple and safe way for us to gain entry to your home, but it also benefits you should you ever become locked out. Additionally, if your scheduled sitter or walker is unable to arrive for your visit for any reason, a backup staff member can access your home with minimal to no visit interruption. If you choose this option, we recommend placing the lockbox in a well-hidden location rather than near your front door. You may also consider providing two copies of the key within the box.

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Option 2: Key Retention
If you would prefer not to have a lockbox on your property, we are happy to take possession of your key instead. We take the privacy and security of your home very seriously. When we take possession of your key, it is coded so that the key cannot be matched to your personal information. All keys are securely stored when not in use. Keep in mind, if you live in an apartment complex, you may also need to provide us with a key or gate pass. Please provide us with all keys at your initial meet and greet. 

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By signing this agreement you are acknowledging that you understand CFPC will not make copies of your keys. You are giving CFPC permission to provide your key to any representative of the company. If you have selected key retention, you are authorizing CFPC to automatically retain your key at the end of your scheduled services until further notice.
 

2. Additional Persons Entering the Home:

Please be advised that if other persons are entering and leaving your home during your absence, CFPC can not be held liable for any damages or problems that may arise as a result. Please inform us of anyone who may have access to your home as we will not know the difference between an authorized visit and a break-in. This includes, but is not limited to, cleaning services, repair persons, additional pet sitters, friends, family and neighbors. We do not accept liability for other persons who will be in your home during our service. 

 

3. Home Cleanliness:

We will clean up after your pet to the best of our ability within the scheduled time. Please inform us of the designated area for cleaning supplies and where waste should be disposed of. We are not responsible for carpet or flooring stains created by your pet. If there are accidents above and beyond the normal amount anticipated, we will charge $5.00 for each additional 15 minutes spent at the visit.

 

4. Indoor Video Surveillance:

CFPC asks clients to disclose the use of indoor surveillance cameras on their client profile. This notification is to protect the privacy of CFPC staff as well as to maintain a mutual relationship of trust and security. Should we discover that indoor recording cameras are active without our knowledge, we reserve the right to terminate any and all contracts at our discretion. No videos, images or audio recordings of CFPC staff are permitted to be shared or posted online without our knowledge or approval, for any reason. In the event of a dispute, whether initiated by the client or CFPC, audio and video footage may be shared with legal parties as necessary. 

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5. Fences and Yard Condition:

Fenced-in yards are wonderful play spaces for pets. However, no fence system is completely secure. CFPC does not accept responsibility or liability for any pet that escapes, becomes lost or injured, fatal or otherwise, when the pet is given access to a fenced-in area. Please inspect your fence system, gates, latches and doors before each visit. This includes electronic, wood, metal or any other fence types. We also reserve the right to refuse yard play if the area poses a threat to the pet or our staff. For example, unsanitary conditions, stagnant water, excess animal waste, unkept lawn or hazardous materials.

 

6. Outdoor Animals:

Pets under our care who will remain outside during the duration of service must be in a secured yard or pasture. We do not provide service to pets who are in an unsecured area.

 

7. Pet Waste:

We will properly dispose of your pet’s waste during our visit. Please indicate where you would like the waste disposed of. It is the client’s responsibility to provide a clean, waste-free yard upon our arrival. We are not responsible for waste in the yard present prior to our arrival, nor can we walk or play with your pet in a waste-filled area. 

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D. WEATHER:

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1. Inclement Weather:

In the event of inclement weather (hurricanes, thunderstorms, blizzards, etc.) we will attempt to carry out your instructions to the best of our ability. If we are unable to safely reach your home, we will make every effort to contact you and the emergency contact listed in your PetPocketbook profile. We recommend listing an emergency contact who lives close by for this reason. Additionally, please make sure their information is up to date at all times. The health and well-being of your pet is our utmost concern and we will keep you informed as the weather events change. There will be no charge for any services CFPC cancels due to inclement weather.

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2. Weather Regulations for Walks:

In the event of extreme temperatures or hazardous weather conditions, your dog walking visit may need to be modified for the safety of your pet. These weather conditions may include: temperatures exceeding 90 degrees, temperatures below 20 degrees, torrential or freezing rain, hail or lightning. If your pet has heat or cold sensitivities beyond breed standards, please inform us during your meet and greet. Walk time is at our discretion based on the current weather conditions. We will update you on PetPocketbook with any visit modifications, which may include:

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• Slowing the pace of the walk

• Taking frequent breaks in a shady spot

• Taking a different route to avoid direct sunlight, hot pavement, icy conditions etc. 

• Shortening the walk and adding indoor play

• Remaining home with your pet and playing in the yard or inside

 

E. SAFETY:

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1. Animal Behavior:

Animals can be unpredictable. CFPC does not accept responsibility or liability for animal behavior (normal or abnormal) which results in injury to the client’s animals. Further, if a staff member is harmed or injured by the client’s pet(s), the client accepts full responsibility for the cost of any necessary medical attention required. Please inform us of any behavioral issues or personality traits including, but not limited to, escape artists, diggers, chewers, pets that bolt or aggression.

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2. Injury to Staff:

It is the client’s responsibility to disclose all previous bites, aggression and health history of their pet(s), as well as all safety hazards in and around their home. If we are injured by or exposed to any disease or ailment from the client's pet(s) that has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may incur. 

 

3. Unknown Dogs:

We will not permit your dog to interact with any unknown dogs. If any unknown, off-leash dogs approach, we will do our best to keep interaction to a minimum and move away from them. Our first priority is the safety of the pets in our care.

 

4. Leashes, Collars and Other Equipment:

All dogs are asked to be equipped with a sturdy, well-fitting collar and/or harness with up-to-date owner contact tags. In the event that no adequate equipment is provided, we will use our own harness and leash. 

 

5. Off Leash Walks:

Some of our Clients request off-leash activity and play for their dog(s). Client is aware and agrees that the Client’s dog(s) may be off-leash in designated dog parks and other legal-for-dogs areas in order to provide maximum exercise and play for Client’s dog(s). Client agrees that should the Client’s dog(s) run away or be injured during the off-leash walk and play time, CFPC will not be held liable for any damages resulting to people or other animals or to the Client’s dog(s).

 

Multi-Dog Walks:

All dog walks are individual unless multiple dogs in the household are easily walked together. Walking one dog, or a well-matched pair, allows the dogs to get the best workout and sensory experience possible while outside. It also allows us to give our full attention to them and to monitor their behavior, health and safety more closely.

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F. MEDICAL:

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1. Veterinary Release:

We require all clients to complete our veterinarian treatment authorization form prior to the first visit. In the event of a medical emergency, we will make every attempt to contact you and your emergency contact based on the information provided in your PetPocketbook profile. In the event that no one can be reached, we will seek appropriate medical treatment for your pet. Every effort will be made to take your pet to, or request on-site treatment from, the preferred or alternative veterinarians listed in your PetPocketbook profile. If those veterinarians are not available, we will seek treatment from another appropriate hospital or clinic. Charlie & Friends Pet Care LLC assumes no responsibility for the loss or injury of any pet and is released from all liability related to transportation, treatment and expenses. The client assumes full responsibility for payment and reimbursement for any and all veterinary services rendered. 

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2. Medication Administration:

We find it beneficial for all new clients to demonstrate how medications should be administered at the initial meet and greet. We will attempt to administer medications as directed but cannot be held responsible for any complications that may arise as a result. Please leave detailed instructions for all medications and the steps we should follow if we are unsuccessful.

 

3. Vaccinations and Preventative Medications:

CFPC requires that all pets have the necessary vaccinations and veterinary-recommended flea and tick preventatives before service begins. We may ask to see expiration dates for rabies vaccinations at any time. Under no circumstances will CFPC service a pet that has any form of contagious illness. This is for the safety of other customers and staff.

 

G. PRIVACY:

 

1. Privacy Policy:

All of your information will be kept private and confidential. We highly respect our clients entrusting us with the care of their homes and pets.

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2. Pet Photos and Videos:

We frequently share photos and videos of our client’s pets on our website, social media accounts, or other promotional materials. If you do not wish for your pet's photos and videos to be used, please indicate this on your PetPocketbook profile.

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3. Client Communication:

CFPC offers three methods of communication: 

1. Recommended: send us a message through your PetPocketbook client portal by clicking on the “Messages” button. This is the most ideal method of communication because it allows us to keep all your information in one easy-to-access place. 

2. Email us at contactoliviamas@gmail.com

3. Call or text us at (860) 992-7166

 

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At the end of each service, you will receive a PetPocketbook visit report card. These may include a quick update, GPS tracking information for walks, and photos.

 

 

Thank you for taking the time to review these policies. We look forward to caring for your pets!