Policies & Procedures

Disclosure for Pet Sitting Services

Services

Amber's Pampered Pets, LLC referred to as "APP, We, Our or Us" and clients referred to as "Clients, You or Owner". APP reserves the right to change these terms without prior notice. Clients are responsible for regularly reviewing this contract. Services will be performed in accordance with the instructions agreed upon in written contract. The Client waives any claims against Amber’s Pampered Pets, LLC unless Amber’s Pampered Pets, LLC is negligent and does not perform as agreed per written contract.

Initial Consultation

Meet-N-Greet

The first consultation is complimentary. If you cancel the consultation with less than 24 hours’ notice, the rescheduled consultation will be $25. If you need to schedule another consultation for any reason, it will also incur this fee. No exceptions.

All NEW clients MUST be scheduled for a pre-meeting called a meet-n-greet initial consultation. Without a meet-n-greet initial consultation, the new client will not be approved for pet sitting. We require this meeting to be scheduled at least 48 hours prior to service start date. WE DO NOT SCHEDULE MEET-N-GREET SESSIONS DURING THE WEEK OF ANY HOLIDAY. Please schedule your meeting early. If you are calling during these weeks, return calls may be delayed due to the heavy pet sitting schedule, and we may not be able to schedule a meet-n-greet during those times.

Online Profile is Required

Client Portal

All pet sitting, and dog walking requests must be submitted through the client portal.

Once reviewed, you will be sent a notification that your requests are accepted and scheduled. Please make sure that you enter thorough notes and information in your online account. We refer to your online account while pet sitting for you. Please keep your contact and pet information up to date as well as, veterinary contact info, vaccination dates, and instructions to care for your home and pets. It is the sole responsibility of the client to keep the information in the online profile up to date and accurate at all times. The client portal is a secure site. You can also pay online, check your schedule, request service and cancel visits in the client portal.

Current Rabies License Required

Vaccinations

All dogs MUST be currently licensed and up-to-date on their rabies vaccine. The only exceptions are puppies still undergoing their puppy shot routine. Proof of license and vaccination must be presented at time of meet-n-greet. Cats should be vaccinated but it is not a requirement.

Owner Assurance

Aggressive Dogs

If you are not completely sure that your dog will allow a pet sitter into your home while you are NOT there, then we cannot accept the pet sitting assignment. Entering your home when you are away is a condition of our pet sitting service; attempting to care for a potentially aggressive dog puts the pet sitter at risk and does not allow us to fulfill our promise to you to care for your pets and home. If you did not realize that your dog would be aggressive (growl bearing teeth, nip at pet sitter’s hand while attempting to put on leash, etc.), and we have already begun pet sitting, then we will do our best to finish our assignment as agreed. If we are unable to provide normal pet sitting duties due to your pet’s aggressiveness (walk your dog, get him or her outside to go potty), then regular fees and/or additional fees will apply. We cannot provide free or discounted visits for pet sitting if the dog’s aggressiveness prohibits us from performing our regular duties. Further, you may be responsible for your pet sitter’s medical fees should your dog bite or otherwise injure the sitter.

Pet Mobility In/Out of Home

Pet Confinement

If your pet is not confined to the interior of the house during the duration of the pet sitting assignment and is allowed to roam free (either in a fenced yard with doggie door, as in the case of dogs, or unrestrained, as in the case of cats), APP cannot be held liable for any injury that the pet may sustain at this time. Cats and dogs with pet doors, as well as access to screen rooms, are at high risk of escaping the confinements of their home. APP will not be responsible for the safety of any pets or liable for the death, injury, disappearance or legal consequences of any pet with unsupervised access to the outdoors. This includes fenced yards when it is at the owner's request or prior arrangement. Pet owner is responsible for pet-proofing house and yard, and the security of fences, gates, latches and cages.

Off-Leash Policy

Leashes & Fences

All pet sitting, and dog walking requests must be submitted through the client portal.

Once reviewed, you will be sent a notification that your requests are accepted and scheduled. Please make sure that you enter thorough notes and information in your online account. We refer to your online account while pet sitting for you. Please keep your contact and pet information up to date as well as, veterinary contact info, vaccination dates, and instructions to care for your home and pets. It is the sole responsibility of the client to keep the information in the online profile up to date and accurate at all times. The client portal is a secure site. You can also pay online, check your schedule, request service and cancel visits in the client portal.

Payment Required at Time of Booking

Payment

We operate on an auto-pay policy. APP accepts credit card and debit card payments ONLY. All clients of APP are required to have a credit card set up for automatic payment. Please enter your credit card information in your online account before your services begin. Our online client portal is a secure site with the very latest security algorithms. All invoices and payments can be viewed in your online account for 12 months.

100% payment is required at the time of booking ALL services. If payment is not received at the time of booking, a $25.00 late fee may be added to your invoice after 24 hours.

  • Weekly Daily Walks: After your first service, your credit card on file will be charged on Friday for all services starting the following Monday through Sunday and for any past balances.

  • Vacation Pet Sitting: If client returns earlier than designated, no credit for services will be given.

 

Services are NOT booked, and availability CANNOT be guaranteed until we receive payment in full in accordance with our policies. Due to the very high demand for our services we cannot make any exceptions to our payment policies. If you have an unpaid balance, additional pet services will not be scheduled until balances are paid in full.

Cancelling Booking(s) Online

Cancellations

Please login to your client portal to submit all cancellations.

  • Weekly Daily Walks: Cancellations with at least 24-hour notice will be accepted. Cancellations with less than 24-hours’ notice will be charged for the visits, as we will not be able to re-book your time slot.

  • Vacation/Holiday Pet Sitting: Cancellations with at least 15 days’ notice will be accepted. Cancellations with less than 15 days’ notice are non-creditable. No exceptions! If client returns from vacation earlier than designated, no credit for services will be given. Pet sitters are happy to provide clients with one email/text update per day.

All cancellation policies apply as soon as services are booked.

APP schedules time very carefully & limited space is available; therefore, we are unable to make exceptions to our cancellation polices.

Credit Policy

No Refunds

If you make a cancellation after your payment has been processed, you will receive credit to your APP account after subtracting any cancellation fees that may apply. Your credit is good for as long as we are in business and will not expire. NO REFUNDS of any kind.

Providing Food and Supplies

Unforeseen Purchases

It is the client’s responsibility to provide all needed food and supplies for your pets and household for the whole duration of your leave. If we need to purchase supplies, you will be billed for such supplies and the time/gas involved for us to gather such supplies. Minimum time/gas charge starts at $25.

Security

Keys/Lockout Service

Security is our TOP PRIORITY. APP will obtain two copies of your house key during your meet-n-greet consultation. Please have your keys ready & labeled. Your keys are kept securely with your pet sitter and APP Management. Each key is logged in and out of our system anytime they are exchanged between your pet sitter and our office. APP will always know the exact location of your keys. Your keys will be tested and collected prior to the start of services during your meet-n-greet initial consultation. All keys must be picked up/dropped off during a meeting or visit scheduled and paid for with APP management. A secondary method of entry via hidden key, garage code, or key in possession of a neighbor is also required. Once collected, they will be labeled discreetly and kept securely at our office for future services. No one can identify your keys in the unlikely event that they are lost or stolen. We WILL NOT leave your keys at your home or lock them inside after your last visit/service. If your keys are not available during your meet-n-greet initial consultation, you MUST schedule a key pickup.

 

  • Additional visits for a key pickup/drop-off or sitter meeting are $22

  • You can have them returned via USPS for $18

  • We can also destroy and discard your keys free of charge

  • Alternate Key Procedure – At client’s risk

 

APP management must approve alternate home entry methods prior to the start of services. If you do not wish to provide keys, we can alternately use coded entry or a garage code. This is allowed strictly at the risk and responsibility of the client. It is the client’s responsibility to ensure their online profile is up to date with detailed code and entry information. If you choose to use this method and we cannot gain entry for ANY reason you will be notified. We cannot provide additional free visits to try to gain entry. All additional visits needed to gain entry will be charged at the minimum visit rate. We strongly recommend that you have a primary and secondary entry method if you choose this alternate such as a hidden key. (We do not recommend this procedure)

APP requires that all clients provide two keys to be kept on file with your pet sitter and or management for as long as you remain a client.

Contact Information

Emergencies & Visitors

Please provide the name of an emergency contact, neighbor, friend, or family or company, to be contacted should a house-hold emergency occur such as burst water pipes or air conditioner/heater stop working, and we are unable to reach you. If anyone else has access to your home, while we are pet sitting, we need to be aware of it. APP asks that the client schedule all other services, such as housekeeping, pool cleaning and yard work, for dates/times when APP will not be providing service. APP cannot be held liable for the deeds or misdeeds of other individuals. It is the client’s responsibility to ensure that APP is provided with information regarding any friends, relatives, neighbors, or others whom the client has given access to the home in their absence. We will not enter the home if someone we don’t know is on the premises and if we see someone in or around your home that we do not know, we will immediately notify the authorities. If other parties have access to pet owner's home at the same time as pet sitting service (family members, friends, cleaning service, etc.) APP shall not be held liable for damage that could result from another parties' negligence.

Pet-Pet Aggression

Multiple Pets

If there is more than one pet at client's home, and an injury occurs to one pet as a result of interaction with the other, APP cannot be held liable for injury unless client states prior to services starting that pets cannot be contained together and must be kept separate. It is the responsibility of the client to know when your pets are not compatible. All aggression issues must be disclosed to sitter at time of meet-n-greet and noted in contract.

Emergency Medical Care

Emergency Veterinary Services

In the event of an emergency, all veterinary services will be paid by the client. Extra time expended by an APP sitter during an emergency will be compensated by client at reasonable pet sitting charges. One veterinary trip totaling no more than 1 hour of our time may be included with service at no extra cost, if needed. Additional time will be billed at the cost of $35 per hour.

Pet-Caused Messes

House Cleanliness/Destruction

APP will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies. APP is not responsible for carpet/flooring stains created by your pet(s). We request that you provide plastic bags, towels, cleaning products, paper towels, and trash bags. If there are accidents above and beyond the normal amount anticipated, APP will charge a reasonable fee for cleanup time. APP will not be held liable for any destruction or soiling of rugs, furniture, household goods, or any other owner-items, unless specifically instructed that pets are not to be allowed in areas where such destruction may occur (this requires unescapable crating). Owner is responsible for knowing whether or not their pets are destructive or not housebroken.

Hours of Operation

Pet Sitting Hours

We will make every effort to follow your pet’s routine and visit your home at your requested times. However, we cannot promise to be there at an exact time each day; we prefer a “time block” that is acceptable to you and your pets, during which we can promise to visit your home. Our time blocks are 8-10am, 10-3pm, and 3-6pm. Our last pet sitting visit will be no later than 5:30pm, ending at 6:00pm. Our office hours are from 9:00am to 4:00pm Monday – Friday and closed Saturday and Sunday. If you call before business hours, please leave a message and we will get back to you as soon as possible during that business day. If you call after business hours, please leave a message and we will get back to you as soon as possible on the next business day.

Accommodating Requests & Same-Day Bookings

Before/After Hours & Last-Minute Bookings

We do our pet sitting visits no earlier than 8:00am and no later than 5:30pm (ending at 6:00pm). If you need visits outside of our time blocks, please let us know and we will do our best to accommodate; keeping in mind that we generally do not pet sit before 8am or after 6pm. Very late and very early appointments can pose a safety threat to our sitters. We will do our best to follow your pet’s routine within these hours.​

  • An additional charge of $10 per visit will be added for early morning visits and late night visits

  • Visits before 6:00am and after 9:00pm are charged double.

  • We do our best to accommodate same day bookings, but due to the increase in last minute bookings, there will be an additional $5 charge per visit for bookings made with less than 6 hours’ notice.

48-Hour Notice

Pet Sitting Reservations

Pet sitting bookings require at least a 48-hour notice. All "emergency" bookings (bookings without a 48-hour notice) will incur a $10.00 surcharge applied to the first visit of the booking. If you are a current client, all requests must be e-mailed to: info@amberspets.com. Once received, we will enter the dates on the calendar and send a confirmation notice (via your e-mail). If I do not receive an e-mail request I will be unable to send an e-mail confirmation!

Holiday Services

Holidays

Holidays will incur an additional $10.00 per visit. Holidays include: New Year’s Eve & New Year’s Day, Easter Sunday, Columbus Day, Memorial Day, Independence Day, Labor Day, Thanksgiving – Thanksgiving Day & Friday, Christmas Eve & Christmas Day

 

All holiday requests must be paid for IN FULL at the time of request to ensure final booking. Services are NOT booked and availability CANNOT be guaranteed until we receive payment in accordance with our policies

New London County

Service Areas

New London County: Bozrah, Colchester, East Lyme, Franklin, Griswold, Groton, Lebanon, Ledyard, Lisbon, Lyme, Montville, Mystic, New London, North Stonington, Norwich, Oakdale, Old Lyme, Preston, Salem, Sprague, Stonington, Uncasville, Voluntown and Waterford.

If you are a current client residing in areas outside of our updated boundary and wish for us to continue visiting your pet, a $5 fuel charge will be added to each visit.

Unforeseen Owner-Travel Changes

Travel Delays

It is often not a problem for us to continue pet sitting should you be delayed on your trip and not be able to return home as expected. Please contact us as soon as you are aware of any changes in your travel plans and we will do our best to accommodate these changes. Regular rates for the extra visits will apply.

Returning Home

Return Call

Within a reasonable time after your return, please call us to let us know you have arrived home. If we don’t hear from you, our concern is that you may have been delayed. If we make a visit to your home because we weren’t notified, regular visitation charges will apply.

Pet Care in Hot/Inclement Weather

Inclement Weather

APP uses the best judgment in caring for your pets(s) and home at the time of inclement weather. We will try to carry out your instructions to the best of our ability. Customer selection of a nearby emergency contact is requested.

Snow/Ice

During severe snow and icy weather, pet visits must be cancelled via the client online portal and must be cancelled at least 6 hours prior to the start of the scheduled time window and cancellation fees will be waived. Please make sure all snow/ice is cleared from your driveways/walk ways so that your pet sitter may access your home safely during winter weather. We require access to safe off-street parking to provide service.

Hot Weather

During high temperature days (80° or above) please be aware that we will only keep your pet outside long enough for a quick potty break. We will not walk them on asphalt or pavement that may harm their paws. If a longer visit is scheduled on these days, the remaining time of the visit will be spent inside with lots of play and attention. 

Your Personal Information

Privacy Policy

We will not share your personal information with any other third party for marketing or promotional reasons. We collect your name, address, phone numbers, email addresses, payment information, and home/pet information for the sole purpose of providing quality pet care and home care services for you. This information is maintained in a secure online software system, such as a client management system.

Policies Last Revised 01/01/2020

Hours & Contact

Email: info@amberspets.com

Tel: (860) 885-8512

Office Hours:

Monday - Friday

9 a.m. - 4 p.m.

Saturday - Sunday

Closed

Service Hours:

7 days a week

365 days a year

© 2019 Amber's Pampered Pets, LLC

Website Designed Courtesy of Emily Vollmer