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Policies

OFFICE HOURS

Our regular office hours are Monday-Friday from 9am to 4pm and Saturday 9am - 1pm. The office is closed on Sundays and all Federal holidays, but we do check emails and voicemails regularly. Calls are monitored for emergencies when the office is closed. All other calls are returned during regular business hours.

 

VISIT HOURS

Kimberly’s Kritter Care LLC does not provide exact times for visits. All visits are provided within the window of service requested (outlined below). For any pets requiring medications at specific times you must let us know when scheduling so we can ensure they are scheduled appropriately. If you would prefer an “earlier” or “later” time slot within the requested "window" please let us know in the Notes section when booking and your pet sitter / dog walker will do their best to accommodate, but it is not guaranteed. If you would like to reserve a specific time please contact the office, and we will do our best to accommodate your request. Please note that there will be an additional charge for any visits that are time specific.

  • AM Visit for CATS & OTHER SMALL PETS - 7am - 12pm (only use when scheduling 2+ daily visits)

  • PM Visit for CATS & OTHER SMALL PETS - 12pm - 7pm (only use when scheduling 2+ daily visits)

  • ANYTIME Visit for CATS & OTHER SMALL PETS - 7am - 7pm (use when scheduling 1 daily visit)

  • Morning Pet Sitting Visits for DOGS & Multi-pet families while you're OUT OF TOWN - 7am - 9am

  • Afternoon Pet Sitting Visits for DOGS & Multi-pet families while you're OUT OF TOWN - 1pm - 5pm

  • Evening Pet Sitting Visits for DOGS & Multi-pet families while you're OUT OF TOWN - 7pm - 9pm

  • Daily M - F Daily DOG WALKS or potty breaks while you work - 10am - 2pm

*Cats and other small pets are visited a minimum of once per day (twice per day is recommended for their comfort and safety).

*Dogs are visited a minimum of two times per day (three or more visits per day is highly recommended for your dog(s) safety and comfort).

 

PAYMENT

Payment is due in advance, prior to first day of service or on initial visit. Kimberly's Kritter Care LLC accepts Cash, Check, PayPal, Venmo, and Credit Card. For all services, you may enter your card information on the secured Client Portal. A valid credit card must be on file in order to schedule services. Upon all newly scheduled services, you will receive an invoice. Before services begin, you may pay the invoice personally at any time if you wish. If payment has not been received by the time services begin, your card will be automatically charged. Weekly walking clients with a recurring schedule will receive invoices every week, every other week, or monthly (according to your preference), and will be charged on the day prior to the first service of that billing period. Any unused or cancelled walks will receive a full credit towards future services, provided they are canceled by 5pm the day prior to said service. By electronically signing, client authorizes Kimberly's Kritter Care LLC to charge your credit card on file for all services scheduled but not yet paid for by the time services begin.

 

ACCESS TO YOUR HOME

Kimberly’s Kritter Care LLC has implemented a new policy as of January 1, 2022. We will now require all clients that do not have any type of keyless entry to use a lock box to manage the key to your home. We will still require 2 (two) sets of keys to be provided at the initial consultation: one copy will be kept in the lock box and secured on your property at a location of your choosing and one copy will be kept in our safe at the office as a backup. We ask that you provide the two (2) keys at the initial consultation. ANY other time for the pet sitter / dog walker to pick up or drop off keys will incur a fee. If your home has an alarm system, you must provide access code and instructions for disarming and arming in the client portal / app.

If you have keyless entry i.e. door keypad or garage keypad, you will not be required to purchase a lock box. However, we will still require a backup key to be kept in our office safe.

Note: Kimberly's Kritter Care LLC will not be responsible for the malfunction of any keyless entry system or lock box. Please be sure to test them prior to leaving town.

 

LOCK BOXES

You may choose to purchase your own lock box or purchase one from Kimberly's Kritter Care LLC for a one-time fee of $25. You must always ensure there is a key in the lock box for us any time you schedule our services. If our pet sitter or dog walker arrives at your home and there is no key in the lock box you will be charged an additional $25 fee which will cover the cost of the employee coming to the office to obtain the backup key and returning to complete the scheduled visit.

 

Client further agrees to the following terms and conditions:

  • Client must immediately notify Kimberly’s Kritter Care LLC of ANY changes to keys, locks, or codes.

  • Client must ensure that Kimberly’s Kritter Care LLC has current, usable, and active keys and codes at all times.

  • Client releases Kimberly’s Kritter Care LLC from any and all liabilities and expenses related to locksmith fees to gain access to their home resulting from client’s failure to comply with the above stated key and lock box policies.  

  • Kimberly’s Kritter Care LLC has my permission to make a copy of my key(s) for emergency / backup purposes at its discretion. The fee for making a copy of one key is $10.00, which will be charged to the client.

  • Kimberly’s Kritter Care LLC agrees to place an identifying code on my keys. My keys will not be marked with my name or address. When not in use or prepared for use, my keys will be stored in the lock box or another secure location by Kimberly’s Kritter Care LLC.

  • My keys will be automatically retained by Kimberly’s Kritter Care LLC at the end of each service period unless otherwise requested. The key(s) will be placed in a secured location until future service is required.

  • Kimberly’s Kritter Care LLC has permission to provide my keys to any of its employees or independent contractors that will be providing me with service.

 

FRIENDS AND FAMILY ACCESS

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. due to restrictions set forth by our liability insurance. This policy is in place should anything happen with your house, or worse, something with your pet(s) while they are in our care. If anything should happen while anyone other than us was in your home, Kimberly’s Kritter Care LLC could be held liable, even if we were not responsible.

  • Kimberly’s Kritter Care LLC is not responsible for any damages incurred to, or in your home, or to your pet during any time period that anyone other than Kimberly’s Kritter Care LLC has access to your home.

 

SECURED AREAS

It is the client’s sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors, and other devices meant to keep the pet inside or away from any ‘forbidden’ areas. The pet sitter and Kimberly’s Kritter Care LLC does not assume and has no liability for any injuries the pet(s) may sustain while in their own home.

 

CANCELATION POLICY

Early Returns / Last minute Changes / Cancelations:  

 

We use your reservation to plan availability to our clients. When you book our services, we reserve exclusive time for you and your pets and have likely turned away other clients during your scheduled time. Therefore, the following cancelation policy applies to the entire balance of the reservation.

 

DAILY M - F DOG WALKS & POTTY BREAKS

We plan our routes and distribute them to our team members each evening around 8pm. Therefore, cancelations made prior to 8pm the evening prior to scheduled service will incur no charge. Cancelations made after 8pm the evening prior will be charged the full rate. Please Note: all cancelations must be requested via the app or online portal!

 

PET SITTING / CAT CARE

  • More than 14 days notice: no charge (full refund of deposit, if collected)

  • 7-14 days notice: you will be charged 50% of the total booking

  • Less than 7 days notice: you will be charged 100% of the total booking

  • There are no refunds for clients returning home early.

*You may be required to pay a 50% deposit to hold your reservation for pet sitting and cat care services. If a deposit is required, we will notify you once you make your reservation.

 

OVERNIGHT STAYS / HOUSESITTING

  • More than 14 days notice: no charge (full refund of deposit, if collected)

  • 7-14 days notice: you will be charged 50% of the total booking

  • Less than 7 days notice: you will be charged 100% of the total booking

  • There are no refunds for clients returning home early.

*Because this is by far our most limited service and will always turn away business when we accept your reservation, a non-refundable deposit of 50% of the total booking may be required. If a deposit is required, we will notify you once you make your reservation.

 

HOLIDAY CANCELATIONS

Holiday cancelations on all services with less than 7 days (one week) notice will be charged the full rate, including holiday fees.

 

NOTIFICATION OF RETURN HOME

In order to ensure the safety of all pets in our care, Client is required to notify Kimberly's Kritter Care LLC of their return home at the end of their travel. If Kimberly's Kritter Care LLC does not receive notification within 12 hours of the last scheduled visit, we will return to do another visit as soon as available and client will be charged for the full visit plus an additional $10 fee.

INCLEMENT WEATHER

Kimberly's Kritter Care is open 365 days per year. 

The safety of your pets is of the utmost importance to us. Extreme weather conditions and temperatures can harm your dog, therefore the following guidelines are generally adhered to:

1) If extremely hot and/or humid outside, we may make some alterations to the typical routine. We may decide to limit outdoor time and just take your dog outside for a quick potty break, then spend the rest of the time indoors with the dog, engaging in some playtime, brushing, belly rubs, or some other activity the dog would find enjoyable.

2) If it is currently snowing or raining outside, we may still go on our standard walk. We will be sensitive to your dog’s comfort and safety. If your dog displays signs of discomfort, we will bring him inside for indoor activities. We will still spend the agreed upon time with your dog – we just want him to be safe and comfortable.

3) If there is potentially hazardous weather, i.e. thunderstorms or hurricane, we may decide to stop by just to allow your dog enough time to relieve herself. If this is the case, you will not be charged the full amount for the visit.

4) If for some reason, weather conditions are extremely hazardous and we are unable to drive to your home for pet care, we will contact you to inform you and ask that you make other arrangements such as a neighbor.

 

CLIMATE CLAUSE

Kimberly’s Kritter Care LLC reserves the right to adjust the thermostat, close/open windows (as long as it remains safe and secure), turn air conditioner on/off, etc. in ALL of our client’s homes if our sitters feel the climate is posing a health risk to your pet(s) in our care. We will notify if any of the adjustments are made.

 

ADDITIONAL FEES

Kimberly’s Kritter Care LLC may charge the following additional fees:

  • Holiday Fee ($5 per visit) – A non-refundable surcharge that is applied per visit to any scheduled services during the following holidays: Easter Weekend (Sat – Mon), Memorial Day Weekend (Sat – Sun), Independence Day weekend, Labor Day Weekend (Sat – Sun), and Thanksgiving weekend (Fri – Sun)

  • Holiday Fee ($10 per visit) – A non-refundable surcharge that is applied per visit to any scheduled services during the following holidays: Memorial Day (Mon), Independence Day, Labor Day (Mon), Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day.

  • Travel Fee (fee varies based on mileage) – A non-refundable fee may be applied to all dog walks and pet sitting visits if you live more than 5 miles from the Pet Sitter’s home.

  • Extra Pet Fee (fee varies based on number of pets and care needed) - A non-refundable fee may be applied to any service for multiple pets at the discretion of Kimberly's Kritter Care LLC

  • Time Specific Visit Surcharge ($10 per visit) - If you require your visit at a specific time, there will be an additional charge of $10 per visit to accommodate your request

  • Failure to provide notification of return home ($10) - If Client does not notify Kimberly's Kritter Care LLC of their safe return within 12 hours of the last scheduled visit, the pet sitter will return to complete another visit at the expense of the client and an additional fee of $10 will also be charged.

  • Late Booking Fee for Pet Sitting visits ($15) - A non-refundable fee for pet sitting visits made less than 72 hours in advance but not same-day. This is a one-time fee, not a per visit fee.

  • Same Day Request ($25) - A non-refundable fee for pet sitting visits made the day of services. This is a one-time fee, not a per visit fee. This fee will be $35 on all listed Holidays!

  • Late Booking Fee for M - F Mid-day visits ($8) - A non-refundable fee may be applied for potty break or dog walk visits scheduled less than 24 hours in advance.

  • Key Return/Pickup Fee ($15) – A non-refundable fee for picking up or returning keys outside of scheduled visits

  • Key copy fee ($10) - A non-refundable fee for making a copy of your house key if two keys are not provided

  • Late Payment Fee ($25) – Payment for Service is due at the beginning of said service. A late fee will be assessed if payment is more than 7 days late.

  • Returned Check Fee ($35)

 

CONFIDENTIALITY

We recognize that your privacy is important to you and your family. Kimberly's Kritter Care LLC will not, at any time, either directly or indirectly, use any information for our own benefit, disclose, or communicate, in any manner, any information to any third party.