New Client Info
SUBMITTING PAYMENT
All payments will be made through invoices sent to you via our business bank, Found.
You are welcome to pay for services with debit, credit card; Apple Pay, Google Pay; Venmo, PayPal; Cash App (as directed in the app); cash; check; direct ACH transfer (bank transfer). We don’t accept Zelle payments at this time.
REFUNDS, CANCELLATIONS, 24 HOUR (CONSTANT CARE) POLICY
All payments must be made before the date of the sitting/drop in. No service will be initiated until client pays. Clients may pay early up to 3 weeks prior to the sitting, or on the 2nd of the month the sitting is (e.g. sitting starts May 31 you can pay starting May 2).
If there are additional pets present in the home than listed, the sitting will be terminated immediately and no refund issued. Owner may pay for the additional pets and the stay will continue as usual.
Stays that are canceled due to aggressive behavior from pets will not be refunded.
Clients have the option to pay 50% upfront and pay the other 50% after service is completed if the total amount of the service is $250 or more and is a week or longer; Brandon must approve of this before the client can pay in layaway fashion. Failure to pay for service will result in being disqualified from future services until all payment is rendered and/or a small claims lawsuit to get those funds back.
If you need to cancel, we can refund 100% your money up to 1 week prior to your booking or apply the existing booking to another upcoming stay, whichever is more convenient for you. If it is 1 week or less than prior to your trip, we will refund 50% of your balance or apply the existing balance to another upcoming stay.
Please note that if travel plans are running late to contact us ASAP. We will not charge extra unless if it goes past 11 PM and into the next day. No discounts are available for late travel plans and travel delays; discounts are made for extenuating emergencies.
If coming back early due to an emergency or other circumstance, we can refund 50% of your balance or apply the existing balance to another upcoming stay, whichever is convenient for you.
If your pets need constant care, the rate is $150 daily for 1-2 pets and $250 daily for 3+ pets. Constant care is defined as care for any reason that doesn't allow the dog sitter to leave the home for any reason in 1-4 hour blocks, examples including medical (excluding emergency care), customer preference, continual supervision for puppies. This will be communicated ahead of time and agreed upon prior to sitting.
If you only need constant care for a few hours, the hourly rate is $25 per hour for 1-2 pets and $50 per hour for 3+ pets.
CLIENT EXPECTATIONS
Clients who agree to have us dog sit for them agree to the following whenever using us and by signing this form below:
Clients may make reasonable requests as far as the care given to their dogs and to the cleanliness of the home. However, these requests must be reasonable given the scope of this business.
Clients will treat us with respect at all times. Respect is defined here as aforementioned in (1) along with not intimidating the sitters or dogs in anyway possible, not demonstrating extreme detail or quality concern (example: using a black light to search for pee in a room if it already smells), over use of indoor cameras, checking corners of homes for cleanliness); not contacting the sitters of any travel changes, concerns, or quality of care for pets; asking to see ID or other form of identification for work (unless with law enforcement present and needed).
Dissatisfaction of our services can be brought up within 24 hours of sitting completion, and vary case to case. Refunds will not be given based on concerns of time spent with pets when we have others in our care unless if a legitimate concern or emergency comes up that prevents us from spending time. Refunds will also not be given in situations where we deemed we couldn’t take care of ourselves in your home/do not abide by the Clean Home Policy (below) and had to stay overnight in ours or reduce time spent with your pets to care for ourselves.
CLEAN HOME POLICY
Only applicable if one of us is staying overnight in your home. Keep your home as clean as possible. Clean is defined as—
Kitchen: Sink is cleared of all plates/debris. Garbage disposal works. Dishwasher is operational. Plates, glassware, cooking ware is easily accessible.
We will need to be able to cook, eat, and bathe in the home; if you are not okay with us cooking or bathing in your home, we will have to cook, eat, and bathe at our home.
While this is fine for us, it may mean less time with your pets.
Bathroom: Water coming out of tub and shower is immediately clear, not water held up in the pipes and needs time to clear. Toilet is scrubbed/toilet brush is nearby available. Sink countertop doesn’t have items on it that hinder ability to wash hands.
Bedroom: Room is walkable. Room is big enough to accommodate one of us and your pets should they wish to sleep in the bed during the stay. Brandon has a CPAP machine and will need a bedside table to set the machine.
Other rooms that you do not want your sitter to go into should remain closed during the stay. Please leave a bathroom or powder room door open for the sitter to use.
Backyard (IF APPLICABLE): Dogs are able to go and poop/pee on grass, easy entry. Yard can be easily walked around.
Other: Heating and air conditioning works in the house or alternatives are available from devices or fans. Proper pest control. Trash and items deemed dangerous to animal/personal health (i.e. small objects, food stored on floor, or construction debris) are not tolerated. Electricity, AC, trash services, and running water must be available.
If the house is not tidied as above or problems are identified, this can lead to alternative arrangements being made. We may try using another bathroom in the home or sleeping in another room, including the MASTER. Sometimes my apartment may also be close by and we may go there, but if it is more than 15 minutes away, we will try to use another room in your home. ESPECIALLY IF YOUR DOG REQUIRES CONTINUAL CARE.
If problems in the home are identified and the home owner is not able to rectify concerns or allow us to go take care of ourselves at home, we will terminate the stay with no refund given and no other care arranged by us.
THE MORE FLEXIBLE THE OWNER IS WITH LIVING ARRANGEMENTS, THE MORE TIME AND BETTER CARE CAN BE GIVEN TO YOUR PETS.
EMERGENCY CARE
Clients agree to designate emergency contact that can make medical decisions for your pet if you are not contactable. Clients also agree to make themselves available during travel through whatever means possible whether abroad or domestically. Emergency care may not be able to be fully authorized unless if you are able to phone in or provide written documentation stating your wishes for care in the event you’re unavailable. In the event emergency care can only call via phone and not use any other technology to contact you, Brandon or Autumn can be designated the main point of contact (POC) between you and the vet at your discretion; we can directly send voicemails and other audio messages to you as needed. We can also call you into the hospital as needed with any app of your choice.
Clients agree to pay a $250 deductible to receive veterinary care. Following this, Animal Friends LLC/Fur and Family will work with Pet Care Insurance to cover up to $1,000 in veterinary care for pets as needed. We’ll pay the $250 deductible and up to $1,000 for care (with insurance reimbursing $1K), totaling $1,250 upfront. If the payments exceed $1,000, the owner will owe the difference back to Fur and Family/Animal Friends LLC in a timely manner to be determined along with deductible. Owner agrees to cooperate with insurance as needed.
If Pet Care Insurance refuses in anyway to pay for veterinary care during the sitting, the owner is 100% liable for what has been paid out of pocket by us. Failure to reimburse makes owners ineligible for future service and may lead to small claims to recover lost income as needed along with legal costs.
Client agrees to sign both this form and any future reimbursement statement. Reimbursement statement will include all receipts from veterinary care or other expenses as needed to ensure your pets’ care along with payment schedule.
Client acknowledges the Good Samaritan effort Fur and Family put into getting veterinary care for your pets. This effort is not liable and represents the best intentions of sitter and owner in getting the medically necessary care needed for pets’ health.
PRIORITY POLICY
For most of the year, we usually will have 1-2 sittings at a time, with some days being called “transition days” when we go from one house to another for a sitting. So it is possible in a day us to have up to 3 sittings in a day (or else 2).
However, certain times of the year—summer months, holidays, pet emergencies—and increased same-day services (poop scooping, dog walks, drop ins) might make it so that we aren’t able to spend up to no more than a hour with your pet at a time; at that time, we will switch to a priority system as shown below.
First Priority; All pets in a sitting
Second Priority; Multiple daily walks, drop ins, poop scooping
Third Priority; Once a day walks, drop ins, poop scooping
Fourth Priority; Same day notice walks, drop ins, scooping, sittings
Last Priority; No new meet and greets will be scheduled
In addition, pet emergencies might disrupt services. In these situations, all owners will be notified of alternative times when sitters will be by to provide care to their pets. All services will be “played by ear” until the emergency resolves.
For dog sittings that have us staying overnight, we reserve the right to stay overnight with the pets having the emergency as needed until resolved. Drop-ins will be communicated as needed and drop ins for overnight pets will be prioritized.
For dog sittings where the owners have given us permission to be outside the home, and also for same day drop ins, we will communicate with the affected owners to give rough times/time range where we’ll be by to drop in on the pet(s).
For dog walks and poop-scooping, services might be suspended or postponed until the emergency resolves. ALL EFFORTS WILL BE MADE TO PRESERVE ALL SITTINGS AND SERVICES AS NEEDED, EVEN IF IT MEANS DELAYING THEM.
If we are not able to provide service or if service will be greatly disrupted, a partial refund will be given by Fur and Family of up to 50% off for the day. Service can also be rescheduled or a discount can be given to a future service of your choosing.
Social Media Disclosure
I grant Animal Friends LLC, DBA Fur and Family, permission to photograph my pet(s) and post the images on their social media platforms, including but not limited to Instagram, Facebook, and Twitter. I understand that these images will be used to showcase Fur and Family's services and promote their business.
I confirm that I am the legal owner of the dog(s) and have the authority to grant this permission. This agreement does not transfer ownership of the images to me, and Fur and Family retains the right to use them for promotional purposes.