Policies

CANCELLATIONS

We understand that unexpected things happen and sometimes you need to cancel our service. We ask that you give us as much notice as possible so we can accommodate other clients.


30 Min & 3 Hr Visits: Cancellations may be made up to 24 hrs in advance of first scheduled visit with No Cancellation Fee. Cancellations of less than 24 hrs notice will be charged 100% of total reservation.

Overnight Visits: Cancellations may be made up to (3) days in advance of the first scheduled visit with No Cancellation Fee. Less than (3) days notice will be charged 100% of total reservation.

Early Travel Return: We understand that trip plans can sometimes change at the last minute. However, Royal Pet Care carefully schedules time to service you and our many other clients. Therefore, there are no refunds for early returns to original reservation.

Overnights that include Peak Holidays may cancel up to (7) days in advance of the first scheduled visit with No Cancellation Fee. Less than (7) day notice will be charged 50% of the total reservation. Less than (3) day notice will be charged 100% of total reservation. Peak Holidays include: New Years Eve, New Years Day, Independence Day, Thanksgiving, Christmas Eve, Christmas Day.


RESERVATIONS

Existing clients, please call or txt for a service request. New Clients will need to fill out the New Client request form and schedule a Meet & Greet first. All service requests require a 24 hr notice. This is not a guarantee of service as it will still need to be approved based on availability.


Royal Pet Care recommends making your Overnight Pet Care reservations 7-10 in advance of departure. During Peak Holiday travel, we recommend a 14 day advance reservation.


NO "SHARED", "IGNORED PETS" OR "EVERY OTHER DAY" VISITS

Royal Pet Care is a professional pet care/sitting business and CAN NOT, in good conscience, take full responsibility for your pets unless we care for them as outlined in our Service Agreement. We DO NOT skip visits (EVERY OTHER DAY), coordinate with client's family/friends regarding pets care (SHARED VISITS), nor will we "IGNORE A PET" in the same household because client doesn't think they need any care.


INCLEMENT WEATHER PLAN

For the safety of your pets and our sitters, if the temperature drops below 25 degrees, or if there are hazardous weather conditions (icy/slick sidewalks, severe thunderstorms, lightning, etc.), walking and or outside time will be limited to a potty break. Remaining time will be spent indoors. Also, when the temperatures are above 90 degrees, walking and outdoor time will be limited.


WE ARE A KEYLESS BUSINESS

We do not keep keys on file and we do not remove keys from Client property. Any home that requires entry with a key will require the Client to Secure the key onsite. The following solutions are acceptable.


Lock box: Client will provide us with the code and location of the lock box and will place the key inside the box for Royal Pet Care use.

Garage doors or Codes: Client must provide and keep the pet sitter current with door and/or garage codes. If the door(s) or codes malfunction, it will be the responsibility of the Client to pay for scheduled visit and arrange for a new form of entry. If an additional visit is required for entry, the Client agrees to pay for the additional visit.

Hidden Key Onsite: If Client chooses to hide a key onsite, Royal Pet Care is indemnified from any and all damages or losses and will not be held liable for any loss or damage. We DO NOT RECOMMEND storing unsecured keys on Client property. In addition, if Client leaves property unsecured, Royal Pet Care cannot be held liable for any damages or losses.


BACK-UP PLAN

In the event of personal emergency or illness of Royal Pet Care Sitter, Client authorizes Royal Pet Care Sitter to arrange for another qualified person to fulfill responsibilities as set forth in the contract. In such case, Royal Pet Care Sitter will remain fully responsible for the proper discharge of all services under the agreement. Every attempt will be made to notify client regarding such situation.