Policies & Procedures
(* Not including Wedding Pet Attendant Services)

Services

Disclosure for Pet Sitting 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.

Meet-N-Greet

Initial Consultation

In-Person Consultation:

The first in-person initial consultation is $15. This fee must be paid for at time of scheduling consultation. If services are booked during the consultation, this fee is applied towards your total costs. If you cancel the consultation with less than 24 hours’ notice, the fee is non-creditable. The rescheduled consultation will be $25. If you need to schedule any other consultation for any reason, it will also incur this fee. No exceptions.

Virtual Consultation:

The virtual initial consultation is complimentary. If you cancel the consultation with less than 24 hours’ notice, the fee is non-creditable. The rescheduled consultation will be $20. If you need to schedule any other 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 any services. 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 schedule, and we may not be able to schedule a meet-n-greet during those times.

Client Portal

Online Profile is Required

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.

Vaccinations

Current Rabies License Required

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.

Aggressive Dogs

Owner Assurance

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 Confinement

Pet Mobility In/Out of Home

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.

Leashes & Fences

Off-Leash Policy

No dogs will be allowed to roam or be allowed off leash under any circumstances while outside in unfenced areas or off the Client’s property. Owners of free-roaming cats agree to hold APPS completely harmless in the event cat(s) are injured or killed, do not return home, etc. If client has an invisible fence, the dog(s) must be leashed. Clients are responsible for adhering to all national, state, and local animal laws and ordinances. We will not walk unruly/untrained dogs, or dogs that choke themselves on their leash. We will not walk dogs in severely stormy weather. If the weather isn’t dangerous to our well-being (tropical storm or hurricane conditions) we will take your dog out to relieve themselves, if the dog will go outside, but cannot guarantee the outcome. Pet Owner is responsible for supplying the necessary, safe equipment/supplies needed for care of their pet(s), including but not limited to a sturdy, well-fit harness (halter, collar, etc.) for walks or in case of emergencies, firmly affixed vaccination tags, a lead rope or leash, pooper-scoopers, litter boxes, food, cleaning supplies, medicines, pet food, and cat litter. Pet owners authorize any purchases necessary for the satisfactory performance of duties. Pet Owner agrees to be responsible for the payment of such items as well as service fees for obtaining items and will reimburse APP upon their return for all purchases made.

Payment*

Payment Required at Time of Booking

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.

Cancellations*

Cancelling Booking(s) Online

Please login to your client portal to submit all cancellations.

**All cancellation policies apply as soon as services are booked**

  • Weekly Mid-Day Walks: Cancellations with less than 24-hours’ notice will be charged in full for the visits.

  • Vacation/Holiday Pet Sitting, Overnight and Exotic/Small Animal Care: Cancellations with less than 7 days’ notice will be charged in full. If client returns from vacation earlier than designated, no credits will be given for services not completed.

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

No Refunds

Credit Policy

NO REFUNDS of any kind.

If a cancellation is made after your payment has been processed, you will receive credit to your APP account after subtracting any cancellation fees that may apply, which can be used toward any future pet care needs. Credits will expire after 6 months.

Unforeseen Purchases

Providing Food and Supplies

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 $30.

Keys/Lockout Service

Security

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 recommended. 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 $25

  • You can have them returned via USPS for $20

  • 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.

Emergencies & Visitors

Contact Information

Emergencies:

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.

 

Visitors / Shared Services:

We understand that your friends and families may want to check in on your pets while you are gone however our policy is to not provide “shared” pet care with outside services, friends, family etc. It is, of course, nothing to do with your friends, it has to do with our insurance policy. Our policy is in place should anything happen with your house, or worse, something with your pet(s). While they are in the care of your friends, or while your friends are in your home, Amber's Pampered Pets, LLC could be held liable even though we were not responsible. We will not provide service for pets with another party. If we arrive at your home and there is an unexpected person in your home, we will leave the premises and report our finding to the local authorities. Additionally, Amber's Pampered Pets is not responsible for any damages incurred to or in your home or to your pet during any time that anyone other than Amber's Pampered Pets, LLC has access to your home.

Multiple Pets

Pet-Pet Aggression

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 Veterinary Services

Emergency Medical Care

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 $45 per hour.

House Cleanliness/Destruction

Pet-Caused Messes

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 their pets are destructive or not housebroken.

Service Hours

Hours of Operation

Office hours:

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.

Field 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 7:00-10am, 11-3pm, 4-6pm and 6-8:30pm. Our last pet sitting visit will be scheduled no later than 8:00pm.

Before/After Hours & Last-Minute Bookings

Accommodating Requests & Same-Day Bookings

We do all our service visits no earlier than 7:30am and no later than 8:00pm. If you need visits outside of our time blocks, please let us know and we will do our best to accommodate. We will do our best to follow your pet’s routine within these hours.​

  • Visits before 7:30am and after 8:00pm are charged double. (Not part of the Overnight Care)

  • We do our best to accommodate same day bookings for dog walking services, but due to the increase in last minute bookings, there will be an additional $10 charge per visit for bookings made with less than 12 hours’ notice.

If you are a current client, all requests must be submitted through your online client portal. Once received, we will enter the dates on the calendar and send a confirmation notice. If we do not receive a portal request, we will be unable to send a confirmation! Services are NOT officially booked until you receive the e-mail confirmation.

We only schedule services during our regular business hours (9:00am to 4:00pm Monday - Friday).

Vacation Reservations

48-Hour Notice

Vacation Pet Sitting bookings require at least a 48-hour notice. All "emergency" bookings (bookings without a 48-hour notice) will incur an additional $10 charge per visit for bookings made without 48-hour notice.

If you are a current client, all requests must be submitted through your online client portal. Once received, we will enter the dates on the calendar and send a confirmation notice. If we do not receive a portal request, we will be unable to send a confirmation! Services are NOT officially booked until you receive the e-mail confirmation.

We only schedule services during our regular business hours (9:00am to 4:00pm Monday - Friday).

Holidays

Holiday Services

Holidays will incur an additional $15.00 per visit. Holidays include: New Year’s Eve & New Year’s Day, Easter Weekend (Saturday & Sunday), Memorial Day Weekend (Saturday, Sunday & Monday), Independence Day, Labor Day Weekend (Saturday, Sunday & Monday), Thanksgiving Weekend (Thursday, Friday, Saturday & Sunday), Christmas Eve & Christmas Day

Holidays will incur an additional $30.00 per Holiday night for overnight bookings.

 

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

Service Areas

New London County

Amber's Pampered Pets currently provides services in the following areas of New London County:

Bozrah, East Lyme, Groton, Ledyard, Montville, New London, Norwich, Oakdale, Preston, Salem, Uncasville, and Waterford.

If you reside in areas outside of our updated boundary and wish to continue or obtain our services, a fuel charge will be added to each visit.

(Areas outside service area within New London County: Colchester, Franklin, Griswold, Lebanon, Lisbon, Lyme, Mystic, North Stonington, Old Lyme, Sprague, Stonington, and Voluntown.)

Travel Delays

Unforeseen Owner-Travel Changes

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.

Return Call

Returning Home

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.

Inclement Weather

Pet Care in Hot/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.

Freezing/Cold Weather

During low/below freezing temperature days (40° or below) please be aware that we will only keep your pet outside long enough for a quick potty break. We will not walk them on ice/snow covered roads. 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.

*Not all dogs are created equal. APP uses the best judgement depending on the breed*

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/walkways 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. 

Privacy Policy

Your Personal Information

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.