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POLICIES

 POLICIES OF HEART & SOUL PET CARE, LLC 

1. MEET & GREET

Before using the services of Heart & Soul Pet Care, LLC provided by its Owner and Team Members (hereinafter referred to as an entity called “HSPC”), an introductory visit (Meet &

Greet) is necessary so that HSPC can get to know you and your pets. This visit allows HSPC to discuss the details of caring for your pet(s). It's also important to go over how to enter and exit your home, whether that's with a physical copy of your key, a lockbox with a key, or a keypad/garage code. If you have not already done so, you will be asked to fill out a Time To Pet (TTP) profile with the necessary information regarding you, your home, and your pet(s).

2. PAYMENT

Invoices for all services will now be delivered to you through TTP. Payments can be made through TTP with a credit or debit card*, through Venmo/Zelle/Apple Pay, or via mailed check. Payments are due upon receipt of your invoice. Cash is also accepted, and must be left at the start of service. *There is a 2.90% + $0.30 fee /credit card transaction and a 1.30% + $0.30 /ACH transaction for payments made through TTP. (These are subject to change.)

3. SCHEDULING & CANCELLATION OF SERVICES

3A: SCHEDULING

  • Services must be requested through Time To Pet. All rates are subject to change.

  • If scheduling a visit 48 hours or less from the start of the visit, a $5.00 fee will be added to the cost of service. Same-day scheduling or after evening prior will incur an extra $10.00 fee. 

  • Full Care Visits & Pet Sitting: If requesting full care visits (of 3 or more days) or pet sitting services, a 50% non-refundable deposit is required to hold your spot. This is based on your estimated total. The exact total will be billed to you after the service is completed.

    • All full care visits will be completed consecutively. HSPC will not skip or alternate days for full care visits. Required minimum for dogs is 3 visits per day. Required minimum for cats and exotics is 1 visit per day. Visits are scheduled based on the dates and times of your departure and arrival home.

  • House Sitting: If requesting house sitting services, a 50% non-refundable deposit is required to hold your spot. This is based on your estimated total. The exact total will be billed to you after the service is completed.

    • You are required to provide HSPC with your departure times, arrival times, travel location, and flight information before you leave.

    • Please inform HSPC (through Time To Pet) about anyone that may come to your home while HSPC is present (cleaners, landscapers, construction workers, etc.). While HSPC is staying in your home, the indoor temperature must remain at a level that is safe for both humans and animals per the state of PA requirements.

    • Once HSPC is hired for a house sit, only HSPC may care for your animals in your absence. Visits will not be shared or alternated with family members, friends, neighbors, etc while you are away. This is to ensure consistency in both the scheduling and optimum care of your pets. Exceptions may be negotiated on a case-by-case basis and will require a signed waiver.

3B. TIMEFRAMES

  • All regular visits are subject to a two hour window that we aim to arrive within. We do not ever guarantee exact time. Smaller windows of time are only approved for animals on time-sensitive medications, young puppies, and dogs with medical ailments requiring urgent bathroom needs.

  • All full care visits are subject to a 1 hour time window that we aim to arrive within. We do not ever guarantee exact time. 

3C. CANCELLATIONS

  • If services are no longer needed, they must be canceled through Time To Pet.

  • All cancellations for regular visits must be received at least 48 hours prior to the scheduled service to avoid being charged in full for that service. HSPC reserves the right to require 50% of booked service even if cancellations are given over 48 hours before scheduled service. 

  • If hourly pet sitting or a 3-day (or more) full care visits are cancelled within 7 days or fewer, the remainder of your balance is due in full. 

  • House sitting cancellations: more than 30 days notice is given, your deposit will be credited to your account for future use. Less than 30 days prior to your scheduled departure, 50% of your service balance is due. 14 days or fewer of your scheduled departure, 100% of your service balance is due. 

  • Holiday house sitting cancellations:  30 days prior to your scheduled departure, 50% of your service balance is due. 14 days or fewer of your scheduled departure, 100% of your service balance is due.

4. SERVICE TIPS

If you are pleased with the service, tips are accepted and appreciated. They can be left specifically for your pet sitter/walker preferably through TTP or in cash.

5. KEYS

If we need to pick up keys to provide service because they are not kept in an accessible location for HSPC, a pickup and drop-off fee of $15 (each way) will be incurred. If there is an issue with the key and/or lock that is not due to HSPC negligence and we cannot access your home, the cost of a locksmith will be incurred by that client/homeowner. *HSPC strongly suggests that an accessible lockbox with a spare key is kept on your property (with the code shared in your profile). This ensures that keys are not lost and scheduling is not impacted should your regular pet sitter/walker not be available.

6. SUPPLIES

There will be a $15 delivery fee (in addition to the cost of supplies) if HSPC needs to pick up supplies for your pet(s). Please remember to leave more than enough food, litter, treats, waste bags, etc. for your pet’s needs.

7. HOLIDAYS

There will be an additional $11 fee for drop-in visits and an additional $50 fee for house sitting services on the following holidays: New Year’s Eve, New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Easter, Memorial Day, Independence Day, Labor Day, Rosh Hashanah, Yom Kippur, Indigenous Peoples’ Day, Veterans’ Day, Thanksgiving Day, Christmas Eve, and Christmas Day. (Remember: This is in addition to the regular charge for services.) 

8. EMERGENCY VET CARE

In the event that your pet(s) requires urgent veterinary treatment during your absence and we are unable to contact you at the time, HSPC reserves the right to transport your pet(s) to an emergency veterinary clinic. If possible and suitable in terms of timing and level of emergency, HSPC will attempt to take your pet(s) to your preferred emergency veterinarian. However, HSPC is authorized to evaluate the situation, and all its factors, and select any available veterinary clinic in the area, and then utilize the services of that clinic. HSPC is authorized to request and approve “on-site” treatment from the clinic as is deemed necessary, and to receive any veterinary information about your animal(s). Clients will be fully responsible for all fees and charges and will pay for all charges that are incurred on their behalf, immediately upon their return. Clients will also be responsible for compensating HSPC for travel time involved and the use of HSPC services.

9. SECURED AREAS

It is solely the pet owner’s responsibility to pet-proof any areas of the home and/or property in which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors, and other devices meant to keep a pet inside or away from undesirable areas. HSPC does not assume responsibility or liability for any injuries the pet may sustain while in its own home or on its own property.

10. OFF LEASH

If you do not have sufficient traditional or electric fencing, dogs must remain leashed on your property. Dogs must be leashed at all times when off of your property. Exceptions may be negotiated on a case-by-case basis and will require a signed waiver.

11. ANIMAL BEHAVIOR & HEALTH

11A: BEHAVIORS

  • The safety and care of clients' pet(s) is HSPC's top priority. Animals can be unpredictable, especially when their owners are away and someone they are unfamiliar with enters their home. It is your responsibility to disclose all previous aggression, health, and bite history of your pet(s), as well as all safety hazards in and around your home.

  • It is also your responsibility to inform HSPC of any behavioral issues or personality traits; these include, but are not limited to escaping, digging, chewing, hiding, food aggression, leash aggression, bolting/darting, etc. All vaccinations must be properly updated and maintained by the client.

  • Furthermore, if a pet sitter/walker of HSPC is harmed, injured, or infected by the client’s pet(s), the client accepts full responsibility for all incurred costs, including medical treatment and loss of wages. Services will be terminated immediately with no refund or credit if HSPC is unable to safely interact with an aggressive animal. 

  • Likewise, if a client’s animal injures or infects another animal, the client accepts full responsibility and liability for the incident. HSPC does not assume responsibility or liability for animal behavior (normal or abnormal) which results in injury to the client’s pet(s).

11B. CONTAGIONS

  • If the client’s pet has any infectious, contagious, or parasitic health issues (such as fleas, ringworms, mange, etc) that are transferred to a team member or another person, home, or property, that client takes full responsibility (fiscal and otherwise) for medical treatments, damages to home and property, loss of wages, and any other incurred costs. Due to the client’s negligence, services are subject to be paused or canceled until the situation has been rectified.

  • If the client’s pet has kennel cough, cleaning and sanitizing supplies (such as disinfectants) must be provided by the client and left out for the walker for the duration of the dog’s cough and for two weeks after their last cough. Kennel cough can spread through contact with items that the dog has touched, including clothing. It is vital that walkers are able to disinfect their bodies, belongings, and car before visiting another dog. Disinfecting time will come out of the client’s service time for that visit.

12. SOCIAL MEDIA

When HSPC is with your pet(s), pictures and videos will be taken for you, as well as for HSPC social media use. This is to share pet care services. Your safety and security is a top priority, so no sensitive, personal, or confidential information will ever be shared or shown on HSPC’s social media platforms. This includes, but is not limited to, the information on your pets’ collars, in/on your home, and on your cars, such as: house numbers, mailbox numbers, street names/signs, phone numbers, neighborhood location tags, license plates, paperwork, keypads, lockboxes, keys, security systems, etc.

13. CLIENT ILLNESSES

If you become ill with anything contagious, such as Covid, a common cold, the flu, a stomach bug, a fever, etc please notify HSPC as soon as possible. Some HSPC team members are immune compromised. The safety of HSPC team members is one of our top priorities. HSPC team members reserve the right to postpone a visit if someone in the client’s household is ill. 

14. TEAM MEMBER EMERGENCIES

In the event of an HSPC personal emergency, illness, or injury, another qualified pet sitter/walker will be scheduled to fulfill the responsibilities set forth in the service agreement.