Home Alone Pet Care

Policies | Cancellations |More Info

We are a online based company. All transactions are through client accounts.

Request, invoices and communication

CANCELLATION POLICY:

Regular Walking | Let out services-

We love our pet care providers. We want to keep the best of the best available to you especially during peak dates| holiday dates.

Full fee applied with less than 24/hours of notice.
48 Hours' notice 50% fee is owed.
More than 48 hours' notice Full amount can be refunded or credited to account.
All services must be paid prior to service date, or your reservation will be cancelled.
Holidays | Peak Dates 7 days' notice to cancel is needed. Any cancellations made under 7 days charges will apply no credits or refunds.
Any charges not paid suspension for future services will be applied.

Pet Sitting -

50% retainer is due to hold service dates at reservation.
Pet Sitting Cancellations can be made up to 7 days prior for full refund or credit for future services on your account. If less than 7 days notice is given 50% will be owed and or not refunded
Holiday| Peak Days -14 day with no penalty after that period retainer of 50% will be owed and or not refunded.

Boarding

Our Boarding program has limited space and in high demand especially during Peak Dates- Summer, Spring Break, Winter Break

50% retainer is due to hold service dates at booking.
If full payment is not made the day before start date. Reservations will be cancelled, your spot maybe filled and retainer kept with no refunds or credit.
Cancellations can be made up to 7days prior to start date with no penalty. After that period retainer of 50% will be held and applied to your account for future services. No refunds
If cancelling within 48 hour period retainer is kept and no credit/refund is applied.
Holiday & Peak Dates- If cancellations are before 20 days of first date of service, no penalty or fees will be applied. After that period retainer of 50% will be owed and or not refunded.

If you arrive early during vacation care /pet sitting/boarding full amount for services are still owed with no refunds or credits.

LAST MIN SCHEDULING POLICY:

We try and accommodate everyone as best as possible. Last min request are not guaranteed. To keep staff happy and accommodating clients' needs additional fees may be applied. Routes are designed to give our pet care providers the easiest and smoothest routes and scheduled 5 days prior to date.

Rush fee applied with less than 48/hours of notice for Dog Walking Services.
All services must be paid prior to service date, or your reservation will be cancelled.
Holidays | Peak Dates fees will apply under 7 days from request date. Any charges not paid suspension for future services will be applied.

Pet Sitting/Boarding -

Full amount is due to hold service dates.
Rush fee applied with less than 5days notice
All services must be paid prior to service date, or your reservation will be cancelled.
Holidays | Peak Dates fees will apply under 14 days from request date. Any charges not paid suspension for future services will be applied.

KEYS:

If you are using our services

We require 2-3 sets of keys. 1 for primary sitter one as a backup in case of a lock out or emergency or if a substitute needs to be there in a pinch. 3rd key required if more than one primary pet care provider is needed for ongoing services.
If only one key is given, we may use our own lock box outside your home or make a extra set and a $15 fee will be applied to your account to make up for cost. We are not responsible for any consequences (lock out, lost , damaged, ineffective) that may happen if only one key is provided.
Keys will be kept in our home office secure in a lock box display. They are labeled only with pets name and last name (No Address).
Keys are kept until the client no longer needs future services from us or services are not used for more than one year.
A $25 fee is applied for additional pick up/drop off for keys after the first complementary Meet N Greet visit.
If you discontinue our services and do not request us to return keys, after 1 year they are unlabeled and destroyed.
If a Key return is requested HAPC has 3 weeks to deliver key(s) in mailbox in bubble wrap package unlabeled

CODES AND ALARMS:

please make sure to enter your entry codes and alarm codes (we love our first responders but not in these circumstances lol)destroyed.

🐾PET CARE INSTRUCTIONS:

Your Pet Care Provider will only have access to your account information during your service dates on their mobile app. We do not take written directions Written or word of mouth instruction and emailed care instruction can be misplaced and damaged. Emails are also not accessible to each pet sitter only admin.

🗝️Access to Property and emergency-

All info such as alarms, entry passcodes and emergency contacts must be kept updated. On the off chance we need to access another location to enter, or your codes have changed this is the only way we would know. If something has changed from previously, please notify admin via email to flag the account. Please update any vet info or emergency contacts.

HAPC does not service vacation care if others will be in your home.

For insurance and liability reasons.

Services will be cancelled or a release will need to be sent to us via email if others :

Are taking care of your pets besides us

Workers will be in and out of your home.

Friends/ Neighbors or Family will be stopping by and entering your home.

To send a release just email back with the bottom filled out appropriately.

I, (Full Name ), (Address), state that Home Alone Pet Care inc and its pet care providers will not be held responsible (Dates for services people will be in your home - this includes workers, other family members or neighbors/friends), for anything that happens in my home or to my pets including injury, illness, or escape due to the entry of other people having access during this time.