Service Agreement

Office Hours:

Monday – Friday, 9 a.m. – 5 p.m.

Messages are periodically checked in the evenings and on weekends.

Scheduling:

The Peaks Pet Nanny is a “reservation service” and requests are filled on a first-come, first-serve basis. While we will try to meet last-minute needs, we cannot provide an “on-call” service. Late / Same Day requests allow for less time in coordinating coverage and will incur a $5 surcharge. Contact the Office for all scheduling and cancellations. When requesting pet sitting, please include the day and time you plan to depart and return so we can plan our visits accordingly.

We also ask that cancellations are in the form of an a email to the Office, whenever possible. In order for our services to be insured and bonded, all scheduling must be made through the Office and not through your pet nanny. Occasionally, nannies will provide text or telephone updates for our clients, however, our team has signed contracts preventing them from booking service outside of The Peaks Pet Nanny and asking them to do so is a breach of contract.

Visitation Times:

We will make every effort to visit during the requested time frame(s). If an unforeseen situation arises, times may be adjusted or nannies may be switched. We require a (2) two-hour window of time for all scheduled visits.

Cancellation Policy:

We carefully plan out our schedules to meet the specific needs of as many clients as possible. We understand that even the best made plans can change and unforeseen circumstances can arise. Please know we do not overbook and may have turned away other clients or altered personal commitments. We are very fortunate to have a team of devoted nannies and we believe they deserve to be fairly compensated when booked visits are cancelled on short notice.

~ Daily Dog Walking & Occasional Visits: 24 hours notice is required, otherwise the full-charge applies.

~ Vacation Care: once an appointment begins, any visits that were booked and no longer needed are invoiced at the full rate ~ as this time was reserved for your visit(s).

*The Peaks Pet Nanny will make exceptions for cancellations due to inclement weather.

In addition, The Peaks Pet Nanny will cancel daily dog walking for a declared “State of Emergency”, or if roads are too unsafe to travel. Clients will be notified via email if service is cancelled.

Confirmation E-mails:

Once an appointment is approved, a confirmation will be emailed. Please review your confirmation carefully and advise the Office if any changes are needed. Confirmation e-mails also serve as your invoice.

Payments:

~ Checks: Are payable to “The Peaks Pet Nanny” and mailed directly to the Office.  (Please do not leave payment behind for your pet nanny to collect).

~ Visa or MasterCard: The credit card on file will be charged for each completed appointment and a 3% processing fee will be added to the total. All future invoices will default to the credit card on file.

~ Payment for Dog Walking & Occasional Visits: Statements are emailed at the end of each month, payment is due upon receipt.

~ Payment for Vacation Care: Check payments are due prior to your departure. If paying by credit card, the card on file will be charged upon your return.

Late Fees & Returned Checks:

Balances are due in full upon receipt. Invoices will accrue a 20% late fee surcharge every 30 days. A $35 fee will apply for any returned checks.

Gratuities:

Gratuities are not required, but always appreciated and are passed directly to your pet nanny(s). Gratuities can be added onto your appointment. You may also mail a check to the Office or leave behind a check/ cash specifically marked for your nanny(s).

“Honey, I’m Home”: (Vacation Care)

Please contact the Office, at any hour, when you have returned home safely and your pets are back in your care. We look forward to hearing your feedback and will relay any messages to your pet nanny.

Entry into Your Home:

If keys are needed to enter your home, we require (2) two copies of your key, labeled with your pet(s) names. One key is kept with your pet nanny and the second key is secured at our Office or with a back-up pet nanny. Back-up keys are invaluable if your pet nanny has an unforeseen emergency and a back-up pet nanny is needed.

~ If a door has multiple locks (i.e. deadbolt and door knob lock), keys are required for each lock.

~ All keys are collected and tested at the initial consultation.  Please label all keys with your pet(s) names.  (Not an address or last name).

~ If you decide not to keep your keys on file, OR if keys are not provided during the initial consultation, a key pick-up and/or return charge may apply.

~ If a garage code is provided, we ask for at least one back-up key, as doors may not be operational in the event of a power outage.  We also request that garage door openers are not provided.

Access to Your Home by Others:

For our pet nanny’s safety, please inform the Office if other people will be entering your home. The Peaks Pet Nanny is not liable for the acts of third parties, whether known or unknown. This includes but is not limited to; friends, neighbors, relatives or other service persons who enter your residence. Our insurance and honesty bond will become null and void if others are present in your home.

All Pets Under One Roof:

The Peaks Pet Nanny needs to be advised of all of the pets living in the home. We understand that some types of animals require less attention than others (fish, small caged pets, etc.), therefore, rates will vary accordingly.

Pet Behavior:

Animal behavior can be unpredictable. The Peaks Pet Nanny does not accept responsibility for animal behavior which results in self-inflicted injury, injury to other animals, injury to a third party or damage to the client’s property. In addition, If a pet nanny is bitten, injured or exposed to a contagious disease from the client’s pet(s), the client accepts full responsibility for the cost of any necessary medical expenses and/or damage to a pet nanny’s property or to a third party.

Medications:

The Peaks Pet Nanny will attempt to administer medications as directed but cannot be held responsible for any complications that may arise as a result. Excessively-shy pets with medical problems can be a serious risk. If you have such an animal, this must be thoroughly discussed with The Peaks Pet Nanny.

Contagious Diseases & Fleas:

If a pet exhibits symptoms of fleas, kennel cough, the canine flu or any other highly-contagious disease, we urge you to contact your vet immediately and cancel your pet sitting or daily dog walking service. Our pet nannies cannot take the risk of infecting other clients’ pets and the Office will contact you to make alternate arrangements.

Pet Accidents:

We will do our best to clean up any accidents. The Peaks Pet Nanny is not responsible for carpet/flooring stains created by your pets. We request that you provide all cleaning products, paper towels, trash bags, etc.

Supplies:

The client will provide all supplies (food, medications, extra litter, etc.) which should be readily available at all times. If we need to purchase supplies, a $20 fee, plus the amount of reimbursement will be added onto the invoice.

The Outdoors:

Dogs are required to be on leash during walks. Leashes, harnesses and collars are to be provided and readily available at all times. Fenced-in yards are wonderful play areas; however, fence systems are not completely secure. The Peaks Pet Nanny does not accept responsibility for any client’s pets that escape, are injured or become lost, fatal or otherwise, when pets are left out or given access to a fenced-in area. This includes electronic, wood, metal or any other fence types.

Inclement Weather:

We will use our best judgment during times of inclement weather and will try to carry out the visitation schedule to the best of our ability. We have requested the name and phone number of an “inclement weather contact” who has access to your home. If we are unable to drive to your home due to unsafe conditions, we will try to reach your contact to request assistance. If an inclement weather contact is not provided or is unavailable, The Peaks Pet Nanny will provide service, once road conditions allow us to reach your home safely.

Veterinarian Care:

If emergency care becomes necessary, The Peaks Pet Nanny will attempt to contact the client. If the client cannot be reached, The Peaks Pet Nanny is authorized to act on the client’s behalf for the pet’s medical care. The Peaks Pet Nanny reserves the right to utilize the services of any available veterinary clinic. If time and/or location permits, we will attempt to utilize your primary veterinarian. The Peaks Pet Nanny assumes no responsibility for the loss of any pets and is released from all liability related to transportation, treatment and expense. The client is responsible for any and all charges incurred during the ! treatment of their pets, including the pet sitter’s time and travel: $20 for each half hour.

Our Privacy Policy: All information will be kept private and confidential. The Peaks Pet Nanny highly respects our clients entrusting us with the care of their home and their pets.

Terms: The Peaks Pet Nanny’s policies and are subject to change. The current version can be found at www.thepeakspetnanny.com.

Revision notifications will be emailed to the email associated with your account.

Effective Aug 2015