Policies

Cancellation Policy

Please provide The Pet Nanny 24-hours advanced cancellation notice to avoid being charged a service fee of 50% of the scheduled service. The Pet Nanny is available by phone from 7am to 8pm daily. Should the client call during ‘off-hours’ or while services are being provided to other clients in the field, your message will be recorded and responded to as soon as possible or at 7am the following day.

If a sitter arrives for a visit and the client is home or the pet isn't there, the client will be charged for that visit.

New Client Interview

Requests for service are only accepted upon completion of an ‘in-person’ New Client Interview. The New Client Interview is designed to enable us to meet you and your pets personally, gather all necessary information, and to understand any special requests or requirements you may have. A normal interview takes between 20-30 minutes.

Emergency Medical Care

Should your pet require emergency medical attention, The Pet Nanny will take them to the veterinarian of your choice, a local veterinarian, or after-hours clinic for immediate attention. During the initial New Client Interview, The Pet Nanny will request that the client sign a Veterinary Notification form granting permission and accepting full responsibility for all fees incurred. Charges will also be incurred for time spent while accompanying the pet during this medical emergency or service.

Service Availability

To assist the client in planning their pet care requirements, The Pet Nanny will notify all clients of any dates service will not be available a minimum of 2 weeks prior that start date. Should service be required during this time, The Pet Nanny will assist the client in securing an alternate pet care provider. An ‘in-person’ interview will be required to enable The Pet Nanny to personally introduce the alternate pet care provider to the client and their pets.

Security

All keys, security access, lock combinations, etc. provided will be maintained, inventoried, and coded in such a manner that they will not be associated with the client's address. When not in use, this information will be stored in a secured, locked location. Should the client choose not to provide a key to The Pet Nanny to maintain in their inventory, a fee of $7.00 will be added to the service fees for ‘key pick-up’ & ‘key drop-off’ after the completion of service.