All polices & procedures have been established in order to allow Sarah’s Pet Sitting, LLC (SPS) to provide the most Excellent Customer & Pet Care Available. We appreciate your trust in our expertise and our years of experience.  Our Policies & Procedures have been put in place solely to Benefit Our Clients & Pets.

*SPS strictly requires a minimum of once per day visits for cats in our care, if the client will be gone for entire day & night.  SPS strictly requires a minimum of two visits per day for all dogs in our care, if the client will be gone for the entire day & night. See #28 for details.

1.Visit Length and Arrival Times: Visit length may vary 5 minutes longer or shorter from the scheduled amount of  time.  The visit length starts then your sitter starts gaining entry ands end when your sitter finishes securing your home.  All entry/exit time is a part of your scheduled visit length.   Visit arrival will vary within the scheduled 2-3 hour time window.  More specific arrival times will be honored when possible but are never guaranteed.

2. Online Profile is Required: It is the responsibility of the client to provide ALL information needed for the care of pets and home via the Time to Pet Online Profile.  It is the sole responsibility of the client to keep the information in the online profile up to date and accurate at all times. Online Profile completion is REQUIRED before scheduling all new client meetings.

3. Client Updates: Clients will receive an electronic visit report after every visit that includes the times of the visit, what sitter visited and a summary of what was done during the visits as well as photos.

4. Service Providers:  Pet Sitting services are provided by managers & employees of SPS only.  Services will be scheduled with the clients primary pet sitter whenever they are available.  When the primary pet sitter is not available, requested services will automatically be scheduled with another pet sitter employed by SPS. Your pet sitting may be reassigned to another employee pet sitter or SPS management at ANY TIME due to factors beyond the control of SPS. NO OUTSIDE PETS OR NON SPS Employees are allowed to be brought on client property by the employee pet sitters. Please notify SPS management immediately if you feel this has occurred.

5.New Client Meetings: New clients receive one FREE 30 minute meeting with their primary pet sitter. Free Meetings must be scheduled at least 48 hours in advance. If the new client meeting is scheduled with less than 48 hours notice payment of $28 is required.

Additional meetings will be at the cost of $28 per 30 minute meeting with pet sitter. All Key pick up and drop off meetings are 15 minutes and will be at the cost of $24 per key pick up or drop off.

6. Scheduling Services:  To request services please visit the SPS website www.sarahspetsittingonline.com and log in to the Time to Pet Online System and “request visits” or call the SPS office at 203-439-0456.  Services are NOT booked until you receive confirmation via email that “services have been booked as requested” Once services are booked as requested all payment & cancellation policies apply.

7. Cancellations:  To submit a cancellation please visit the SPS website and Log in to the secure online system, select the appropriate dates on the home screen, and press, “cancel” on the services needing cancellation. If you are not able to log in please call 203-439-0456 and leave a specific message to submit your cancellation.  Services are NOT canceled until you receive notice via email that your “services have been canceled as requested.” View full cancellation policy here

8. Home Entry:

Lock Box: We recommend all clients provide a lock box on your property with two tested keys as your primary means of entry. We recommend that you place your lock box at a side or back entry or other area that is not visible from the street.  It is the clients responsibility to keep the online profile updated with the lock box code and location and to make sure the two tested keys are in the lockbox for all services. Please make sure lockbox can be safely accessed during snowy/icy weather. Do not give your lock box information to anyone other that your SPS secure online profile. Please have your lock box and keys ready for testing at your new client meeting. If you choose not to use a Lock Box in favor of a coded entry door, please be aware this at your own risk and responsibility. If your coded entry does not work due to either a dead battery or worn out lock we will be unable to complete your pet visit.

Alternate Primary Entry: If you do not wish to provide a lock box we can collect and test two keys at your NCM that will be kept in our office for as long as you remain a client. Please be aware that we must have your keys in our possession before we can book any services for you. Also, we may not be able to accommodate service request submitted with less than a full two weeks notice if keys in our possession are required for entry. If you need your keys returned to you at anytime, you can schedule a free appointment to pick up your keys in our Cheshire office. If you need to provide new keys to us at anytime you can schedule a free appointment to drop off your keys to our office.

Secondary Entry: All clients must provide a secondary entry method. This should be an onsite entry method such as a coded entry and/or a hidden key on your property that can be easily accessed during snowy/icy weather. If you wish, we can retain keys in our office as a emergency back up but please be aware that if we cannot gain entry with on site methods it may take 1-2 business days for us to retrieve your keys from our office and get to your home. Please have a trusted friend or neighbor listed in your online profile that can gain access to your home to check on your pets in an emergency.

9. Payment: SPS accepts payment via credit card ONLY via our secure online system. ALL payment is due PRIOR to the start of services.  Services WILL NOT be provided if payment is not received prior to the start of services. View full payment policy here.

Refunds:  We have a strict NO REFUND policy. If services are cancelled after payment has been made your SPS account will credit towards future services.

For new clients payment is required in full upon booking of the first service or first week of services. For established clients payment is due on Friday for all services starting in the following Monday through Sunday. SPS requires a credit card on file for automatic payments.

10. Household Emergencies: Please provide the name and number of a trusted maintenance company or a person you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and heating and air units.

11. Additional Pet Care Assistance And Other Scheduled Services: Sarah’s Pet Sitting is not responsible for other persons in your home prior to, during, or immediately after our services have been rendered and who are not employee’s of Sarah’s Pet Sitting. Please inform us at the time of the consultation of anyone who may have access to your home while you are away. This includes cleaning services, maintenance personnel, friends, family and neighbors. It is understood that the client will notify anyone with access to the home that the services of Sarah’s Pet Sitting have been engaged.  Unexpected guest will be asked to leave; the police will be notified if they do not comply.  All individuals providing pet care must provide detailed records in the Sarah’s Pet Sitting notebook.  If people are entering your home other than SPS owner, IC”s, or employees. SPS cannot be held responsible for the loss, injury, or death of your pets.  SPS will also NOT be held responsible for any damage to your home or theft that occurs if anyone other than SPS is entering your home or property.

12. Inclement Weather: SPS uses the best judgment in caring for your pets(s) and home at the time of inclement weather. Sarah’s Pet Sitting will try to carry out your instructions to the best of SPS’s ability. Customer selection of a nearby emergency contact has been requested. View full inclement weather policy here.

13. Snow and Ice Removal: All snow and Ice removal is the responsibility of the client. Please make arrangements for someone to come and remove all snow & ice from your driveway, walkways, and home entrances/exits.  NO refunds or credits will be given if we are unable to reach your home due to snow or ice. Your emergency contact person will be notified. The client is responsible for any injury that may occur to SPS owner, IC’s, or employees due to improper snow and ice removal.  The client is responsible for any injury that may occur to their pets, or any house soiling or damage that may occur due to improper snow & ice removal. Please provide shovels, ice melt, and flash lights at all entrances or exits SPS will be required to use.

14. Pet Guardianship: In the unfortunate event you become incapacitated while your pet(s) are in our care, please name the person(s) who should be contacted to become the guardian and take over the care of your pet(s) until care can be provided as arranged for in other legal documents prepared by you. We urge you to address care of your pet(s) when planning your estate. Please be sure the named person(s) is/are aware you are appointing the guardian(s) of your pet(s).

15. Medication/Vaccinations/Immunizations: SPS will attempt to administer medications as directed but is not liable for complications that arise as a result. SPS will not provide service for any pet that has any form of active contagious illness.  SPS requires that all pets have the necessary vaccinations and immunizations required by law before service begins. We may require proof of up to date rabies vaccination and an up to date rabies tag is required to walk pets off of clients property.

16.  Injury of SPS: It is the client’s responsibility to disclose all previous bite, aggression, and health history of their pets. It is also the client’s responsibility to disclose ALL possible safety hazards in and around their home.  If a pet care provider of Sarah’s Pet Sitting is bitten or exposed to any disease or ailment received from the client’s pet(s) the client will be responsible for all costs and damages that may be incurred as a result.  This includes the owner of Sarah’s Pet Sitting, employees, and independent contractors.   If a pet care provider of Sarah’s Pet Sitting is injured or exposed to any disease or ailment received from hazardous conditions in the clients home or property, the client will be responsible for all cost and damages that may be incurred as a result.  This includes the owner of Sarah’s Pet Sitting, employees, and independent contractors.  It is the client’s responsibility to provide a safe and hazard free environment for pet caregivers as well as their pets.

17. Unforeseen Purchases or Vet Emergencies: It is the client’s responsibility to provide all needed food and supplies for your pets.  If we need to purchase supplies you will be billed for such supplies and the time/gas involved for us to gather such supplies.   One veterinary trip totaling no more than 1 hour of our time may be included with service at no extra cost if needed. Additional time will be billed at the cost of $35 per hour.

18. Pet Waste: SPS will properly dispose of your pet(s) waste. We do request however, that you provide plastic bags for this purpose and indicate where you would like these waste bags disposed of.  It is the client’s responsibility to provide a clean waste free yard upon the arrival of Sarah’s Pet Sitting.  We do not clean waste in the yard present prior to our arrival, nor can we walk our play with your pet in a waste filled yard.

19. Collars/Leashes: Please provide secure collars with appropriate tags for all visits. Please provide a secure easy walk harness and a short sturdy leash with a handle close to your pet.  Please provide proof of rabies vaccination and written permission if you would like your pet to be leash walked off of your property. Leash walk time is at the discretion of Sarah’s Pet Sitting, based on the visit length scheduled, your pet’s behavior, appropriate leash and harness being provided, and the weather conditions.

20. Fences: Sarah’s Pet Sitting does not accept responsibility or liability for any client’s animals that escape or become lost or injured, fatal or otherwise, when instructed to leave the clients animals in a fenced area. This includes electronic, wood, metal or any other type of fence.  The use of invisible fences is at the risk of the client. Sarah’s Pet Sitting is not responsible for any injury, loss, or death of your pet that results from us being instructed to use an invisible fence.  NO pets will be left by SPS unsupervised between visit in an invisible fence or tied in the yard.  If friends or neighbors visiting your pet leave your pet in an invisible fence or tied in your yard SPS is NOT responsible for any injury, loss, or death of your pet that may occur.

21. Other Animal Interactions: We will do our best to keep interaction with stray or strange animals to a minimum.  Please notify us if your dog is allowed to interact with any other specific known dogs in your neighborhood while we are leash walking.

22. House Cleanliness: SPS will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies. SPS  is not responsible for carpet/flooring stains created by your pet(s). We request that you provide plastic bags, towels, cleaning products, paper towels, and trash bags. If there are accidents above and beyond the normal amount anticipated, SPS will charge a reasonable fee for clean up time.

23. Thermostats: Please leave your thermostat settings within a normal comfortable range. 55 – 75 degrees for cats and dogs is appropriate. If the house temperature is outside of this range, Sarah’s Pet Sitting will adjust the thermostat to ensure the health and comfort of your pet(s).  Please make sure all air conditioning and heating units are in good working order and leave instructions for use. Please leave information for whom to contact if the heating/air conditioning malfunctions.

24. Client Communication: Please contact us by calling 203-439-0456, logging in to our secure online system, or by emailing our office [email protected] All questions, issues, and schedule changes of any kind must be communicated directly with the office.

Our regular office hours are Monday through Friday from 9 am to 6 pm. During this time SPS management processes online request, emails, & answers and returns phone calls. Outside of this time communications are monitored for Major Emergencies only.

25. Photos or Videos of your pet may be used by SPS for advertising purposes:  On our website, social media, emails, or printed advertisement. If you do NOT wish your pets photos and or videos to be used please notify us and we will make note of it in your profile.

26. Privacy Policy: All of your information will be kept private and confidential. Sarah’s Pet Sitting highly respects our clients entrusting us with the care of their home and pets. Information will not be shared unless requested in writing by the client or by subpoena of law enforcement agencies.

27. Rates: SPS reserves the right to change our service rates at any time. Our rates are typically adjusted on Jan. 1st & July 1st if needed

28. SPS strictly requires a minimum of once per day visits for cats in our care: if the client will be gone for entire day & night.  SPS strictly requires a minimum of two visits per day for all dogs in our care, if the client will be gone for the entire day & night. Three visits a day may be required for dogs at the discretion of SPS management. We have the right to decline service at anytime if we feel that an adequate schedule has not been booked to allow for pet care that is in line high standards of SPS pet care.

29. Damage to Client Property:  SPS is NOT responsible for any damage done to clients property by the pets.  If your Pet Sitter damages something in your home, please report it to the SPS office immediately.  We require that an invoice, receipt, or estimate for repairs be provided to us within 30 days of the incident.   We will provide a credit to your SPS account that will apply to any future services booked.  Any damage claims over $500, or requiring refund or payment to the client will be processed by our insurance company. This will also apply if the sitter was unaware of the damage that occurred.