Policies

Ordering/Payment/Holiday Fees

If we can’t respond to you the same day, we’ll contact you the next. If you don’t hear from us within 24 hours please contact us again as we may not have gotten your message.

Ordering

Non-Holiday Periods

New clients may call us anytime and if there’s enough time to meet and register you before you need the service we are happy to help you.

Registered clients please contact us 1-2 weeks in advance for planned trips.  For unplanned trips, just call us and we’ll try to fit you in! Same day service is not available.

Holiday Periods

For all holidays except Thanksgiving, Christmas and New Year’s Day 1 week notice is sufficient.

Thanksgiving

We start taking reservations on November 1. There is a 4 day minimum order. To guarantee service contact me by the 10th at the latest.

Christmas and New Years

We start taking reservations on December 1. There is a 5 day minimum order over Christmas, and a 2 day minimum order over New Years.

Holiday Surcharges

Memorial Day – 4th of July – Labor Day

These are all 4-day holiday periods and we add a $25 surcharge to the total.

Thanksgiving

Visits that take place 2 days before Thanksgiving, through 3 days afterwards have an extra $35 surcharge added to the total.

Christmas

Visits between December 20 – 30 have an extra $35 surcharge added to the total.

New Years

Any time from December 31 – January 3 has a $35 surcharge.

Payment

We take checks and cash but not credit cards. The first time you use The Petsitters payment is due at registration. Thereafter, you just leave the payment at your house and we will pick it up when we visit. The returned check charge is $25. If you forgot to leave your payment or needed to add on extra days and there is a balance due, payments must be mailed within 7 days of your return to avoid a $15 late payment fee.

Cancellations/Keys/Parking

Keys

We need to pick up your keys at the Registration appointment for first time clients. Please make sure you have tested all the keys you will be giving us before we meet to make sure that they work. Most clients have us keep their keys on file. If you choose not to have us keep your keys on an ongoing basis you may decide between getting your keys to us or having us pick up your keys. We need your keys a minimum of 2 days prior to you first visit. For example, if your order starts on Wednesday then we need your keys by Monday. If you want us to pick up your keys there is a $20 key pickup charge. Most clients also leave an extra set of keys at their house so we can pick them up on our 1st visit to keep them in our office. We will then leave them at your house on our last visit. If your choose you may have a friend, neighbor, or landlord hold an extra key as long as you can confirm they will be available to meet us to provide us with the extra key should we need it.

Cancellations

Non-Holiday Periods

Clients should plan on canceling no later than 36 hours in advance to avoid a one-visit cancellation charge. There is no charge for cancelling visits 36 hours or more in advance.

Holiday Periods

Thanksgiving, Christmas and New Year’s Day have tiered cancellation fees depending on how close to the holiday you cancel. Therefore, the cancellation policy will be explained to you at the time you place your order. Memorial Day, 4th of July, and Labor Day cancellations must be made 3 days in advance of the first scheduled visit over a holiday weekend to avoid a one visit cancellation fee.

Parking

If free parking is not available, the client will be responsible for all parking fees.