Our policies
Before providing any service, a Meet and Greet is required for all new clients and pets. This session allows us to get to know your pet’s temperament, specific needs, and preferences, while giving you the opportunity to meet our team. This ensures that both parties are a good fit, and your pet feels comfortable in our care. Service will not be provided without this initial meeting.
Cancellation Policy: Cancellations made with less than 24 hours notice will result in the full charge of the scheduled service, as if it had been performed. This policy is in place to compensate for the time reserved for your pet, which could have been offered to another client. We appreciate your understanding and encourage timely cancellations to avoid these charges. Exceptions may be made in cases of emergencies, at the discretion of management.
Refusal of Service for Aggressive Pets: For the safety of all pets and staff, we reserve the right to refuse service to any pet that displays extremely aggressive behavior. If a pet poses a risk of harm to itself, other animals, or our staff, we may decline or terminate the service immediately. In such cases, the pet owner will be notified, and alternative arrangements may need to be made. The safety and well-being of all involved is our top priority, and we appreciate your understanding of this policy.
Additional pet policy for Dog Walking/ Pet sitting: a $5 fee per additional dog living in the same household will be applied per each performed service.
Additional pet policy for Cat Care: a $3 fee per additional cat living in the same household will be applied per each performed service.
After hours policy for in-home visits: Effective mid-March during Daylight Saving Time, any scheduled visits at 5:00 PM or later, and starting from early November, any visits at 4:00 PM or later, will incur an additional fee of $5. This policy is in place to account for the extra logistical considerations required for evening services during shorter daylight hours. We appreciate your understanding, and this charge will automatically be applied to all qualifying visits.
Weekend policy for in-home visits: A $10 fee (per visit) will be applied to visits scheduled on weekends (Saturday and Sunday)
Holiday policy for in-home visits: A $10 fee per visit will be applied on the following holidays: Thanksgiving day (Thu – Sun), Christmas (24-26), New year’s (Dec 31st to Jan 1st), Memorial day, 4th of July, Labor day.
Holiday policy for Dog hotel and Daycare services: A $20 fee will be applied on the following holidays: Thanksgiving day, Christmas (24-26), New year’s (Dec 31st to Jan 1st), Memorial day, 4th of July, Labor day.
Refunds: No refunds are accepted after services have been provided. Exceptions may be made depending on the case at the discretion of management.
Privacy Policy: We value your privacy and are committed to protecting your personal information. Any personal details you provide, such as contact information, address, and pet care instructions, are strictly confidential and will not be shared with any third parties. Your information is used solely for the purpose of providing our pet care services and ensuring the best possible care for your pet.
Pet Photography Release: As part of our commitment to capturing and sharing the joyful moments of your pet’s experience with us, we may take photographs during their stay or service. By signing our agreement, you consent to the use of your pet’s images for marketing purposes, including social media, website, and promotional materials. If you prefer not to have your pet’s photos used, please notify us in advance, and we will gladly respect your wishes.
Key Management Policy: To provide pet care services, clients must grant us access to their property. You are required to provide a set of keys or secure access details (e.g., gate codes) to ensure we can properly care for your pet. If a lockbox is provided by us for access, it must be returned promptly if our services are no longer needed. Failure to return the lockbox may result in additional charges. We take key and access management seriously and handle them with the utmost care and responsibility to ensure your home’s security.
Late Payments: If payment is not received after 15 days of an invoice due date, and after invoice has been sent to you at least twice, a $20 late fee will be applied to existing invoice.
Service covering area: If services are provided within 5 miles outside our coverage area, a $15 fee (per visit) will be applied.
Grace Period Policy for Scheduled Visits: Our staff strives to arrive on time for every scheduled visit, but in cases of heavy traffic or unforeseen inconveniences, we allow a 30-minute grace period after the scheduled time. If the lateness exceeds 30 minutes, we will notify you promptly to keep you informed of the delay and provide an updated arrival time. We appreciate your understanding as we work to provide the best care for your pet, even during unexpected circumstances.
Pick up/Drop off times for Dog Hotel/Daycare services: Pick ups and Drop offs should be done between 7am and 9pm. If your pet is picked up at 4pm or before, pick up day will be charged as daycare rate. If pet is picked up after 5pm, pick up day will be charged as regular Dog hotel rate. Exceptions may be made depending on the case at the discretion of Management.
Pick up/Drop off times by our staff: All Pick ups and drop offs performed by our staff should be scheduled between 7am and 4pm. There will be an extra fee of $20 for all scheduled pick up’s and drop offs scheduled on weekends (Saturday & Sunday) and for all scheduled pick ups and drop offs scheduled between 5 and 9pm.
Arrival Time Policy: While we do our best to accommodate your preferred time for visits, we cannot guarantee an exact time of arrival due to varying factors such as traffic, previous appointments, and other scheduling considerations. Instead, we operate within the following time frames to ensure flexibility and quality service for all clients:
Early Morning Visits: Between 7:00 AM and 9:00 AM
Mid-Morning Visits: Between 10:00 AM and 11:00 AM
Mid-Day Visits: Between 12:00 PM and 2:00 PM
Afternoon Visits: Between 2:00 PM and 4:00 PM
Evening Visits: Between 5:00 PM and 8:00 PM
We will strive to arrive within the assigned window for your pet's care, and we appreciate your understanding that exact times may vary.
Visit our FAQ page for more info, or email us at perrolandpetcare@gmail.com for more specific questions.