Faithful Friends Policy!
Office Hours:
Our office hours are from 9am-5pm. If you would like pet care prior to 9am or after 5pm, there is an additional $7 charge applied to those visits. If you need to reach us, please do so within the hours of operation. If you are reaching us outside of office hours, please expect a response the following business day. If an emergency arises and you need to reach us, then we will make certain to respond.

Cancellations/Change of Dates or Time of Care:
We at Faithful Friends are delighted to accommodate your requested services and arrange for a pet sitter to fulfill these services for you. In the event of any changes to your schedule or the need for a cancellation, we kindly request notification at least three days before the scheduled care. Failure to do so will result in the client being responsible for 50% of the total cost of the scheduled care. Should a cancellation occur within 24 hours of the scheduled care, the client will be responsible for the full amount. We allocate time and make arrangements for the care of your cherished pet(s), so please inform us promptly if any adjustments are needed to remove your pet(s) from the schedule.

Early Returns/Last minute Changes:
While it's common for travel plans to unexpectedly shift, it's important to recognize that at Faithful Friends, we meticulously organize our schedules to accommodate your needs and those of our other clients. Consequently, we do not provide refunds or credits for early returns or sudden alterations to pet care plans. Once the pet care services commence, no refunds will be issued. Your understanding in this matter is greatly appreciated.

Credit Card on File:
To provide seamless, reliable service for all clients, Faithful Friends requires a valid credit card to be kept on file for all active accounts. Late cancellations and deposits will be charged according to our policies.

Keys:
If we must come pick up/drop off keys to clients there will be a charge of $15/each

Lockboxes:
We encourage you to provide one yourself. Especially, if there are multiple sitters providing pet care. This is mandatory for all clients who do not use door codes or garage codes. We also ask that you have either a neighbor or have a key hidden on property in case the garage or keypads do not work.

Locksmith’s:
If we need to use a locksmith for not being able to access your home this charge will be passed onto you. We ask that you have an emergency key either left hidden on your property somewhere, you leave a key in a lockbox or you provide that key to your emergency contact. Door codes are known to die and in this case we need to access your home with a key.

Meet & Greets:
We are happy to provide a complimentary initial meet and greet to all clients. Should you require another meet and greet after this first one you will be charged for the meet and greet. No exceptions.

Team Based Approach:
Our business operates on a team-based model, meaning any of our trained sitters may enter your home to care for your pets. This approach ensures that
your pets are familiar with multiple caregivers, reducing stress and anxiety in case of emergencies or scheduling changes. Should you have a pet that is a bit on the anxious side we will work together with a few of our team members to make this as less stressful as possible. For dog parents, being on a regular weekly set schedule will ensure that your dog(s) are familiar with our team when the time comes to travel. It also allows you to have priority scheduling.

Holiday Care:
During the holiday's we at Faithful Friends will begin to receive a high volume of requests for care. Requests that clients make months out will likely be fulfilled. Those who request services a week or two before a holiday will likely not be fulfilled. We ask that you all have a backup plan. We do work extremely hard to make the care happen for anyone who requests care. Any holiday care that is requested will be charged 50% of the fee to hold that spot if we can in fact provide the care. If you cancel within TWO WEEKS of care you will lose that 50%. If you do not cancel within the two weeks the full amount of the invoice is owed. We have sitters who block this time off for your pets and we do turn other business away when we have committed to your care. We may use multiple sitters on care.
The sitters are giving up their holidays to service our clients. We hope that you can be understanding of this policy.

Please note that holidays include New Year’s Day, Good Friday, Easter, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas and New Year’s Eve. Additionally an $8/per service fee applies. Our standard cancellation policy is applicable to holiday bookings as well. 

Last minute requests:
We tend to receive high volumes of these requests. Please understand that when I receive these I am reaching out to my team as quickly as possible to see if we can cover your care. This takes time to work with my team members and possibly switch their schedules around to accommodate your needs for pet care/dog walks. If we can provide this care to you, the client will be charged an additional $25 for this last-minute request. Last minute consists of three or less days of care beginning. If you are a dog household it’s important to get on our schedule for a set day or days to prevent this from happening. This also will provide a solid routine for your dog(s) as well.

Additional Pet Care Assistance and Other Scheduled Services:
We all want our pets to have all the love and attention they deserve, but please be advised that if there are other persons entering and leaving your home, Faithful Friends cannot be held liable for any damages or problems that may arise as a result. Please inform us at the time of the consultation or booking of anyone who may have access to your home while you are away.
This includes cleaning services, repair people, friends, family and neighbors. Faithful Friends does not accept liability for other persons who will be in your home during pet care and health services.

Pet sitter cannot be held liable for damages done by a pet to either exterior or interior while the pet sitter is not there. Pet sitter will do everything in their power to prevent any type of damages. This includes following instructions for clean-up for accidents pets make in the home.

Animal Behavior:
Animal behavior can be unpredictable. Faithful Friends does not assume responsibility or liability for any normal or unusual behavior exhibited by animals that may result in harm to the client's pets. Furthermore, if a team member from Faithful Friends sustains harm or injury due to the client's animals, the client/owner acknowledges full responsibility for covering any necessary medical expenses incurred by either the Faithful Friends provider or the animals. The pet sitter cannot be held accountable for damages caused by the pet, whether to the interior or exterior, in their absence. The pet sitter is committed to taking all possible measures to prevent any damages, which includes adhering to instructions for cleanup in the event of consistent accidents by the pets in the home.

Medications:
Faithful Friends will attempt to administer medications as directed but cannot be held responsible for complications that arise as a result. Excessively shy cats with medical problems can be a serious risk. There will be a medication fee applied to each visit that medication is given. If you have such an animal, this must be thoroughly discussed. Under no circumstances will Faithful Friends service any pet that has any form of contagious illness. This is for the safety of other clients. If a Faithful Friends pet care provider is bitten or exposed to any disease or ailment received from the client's pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may incur.

House Issues:
If a problem arises such as a pipeline breaking, fire, break in, damage to the
home by the pet the owner will be notified immediately. If the owner is not reached, the owner grants Faithful Friends the ability to do their best at fixing the problem. The owner agrees to reimburse Faithful Friends if any charges should be incurred.

Fences:
Fenced in yards are wonderful playgrounds for our dogs and allow them additional space to exercise and play. However, no fence system is totally secure. Faithful Friends 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.

Thermostats:
Please leave your thermostat settings within a normal comfortable range
(68-78°F). If the house temperature is outside of this range, Faithful Friends will adjust the thermostat. This is to ensure the health and comfort of your pets and during our time of service.

Cameras:
We understand that most of our clients have cameras in their homes
to check in on their pets while they are away. Or there are cameras outside of the home. Please let us know where these cameras are located during the meet and greet. Also, place this information in your profile. If a sitter is providing overnight care and cameras are in the bedroom the sitter will disconnect the camera. If we find any hidden ones, those too will be disconnected. We respect that you have cameras, but we will not have cameras hidden. They need to be out in plain sight.

New Clients:
You will be billed 50% of the total invoice at the time of the meet and greet. That is to be paid once the meet and greet has been completed. Dog parents you will be required to be on our schedule at least once a week in order to provide you with pet sitting needs.

Overnight Care:
There is to be no other member of the family staying in the home when
overnight care is provided by Faithful Friends. We will not be held liable for unforeseen accidents that may occur in situations such as this. No exceptions.

Veterinary Care:
We ask that you contact your veterinarian to let them know you will be having a Faithful Friends care for your pet(s) during your specific time away. Please place a credit card on file with your veterinarian as well. If this is not done and the pet sitter needs to take your pet to the vet and we pay for the charges, you the owner will incur a 20% charge on top of the veterinary fees.

Inclement Weather:
In the event of unforeseen inclement weather Faithful Friends will do
everything possible to still provide quality care to your pet(s). If the pet sitter is unable to get to your home to provide care your emergency contact will be notified. The pet sitter will not be held liable for any damages done to your home or injury of the pet in these circumstances.

Questions/Concerns:
If for any reason while you are away on vacation you have any questions or concerns, please DO NOT wait till you get home to address these questions or concerns. I am available by phone or text between the hours of 9am to 5pm Monday-Friday. Please bring them to my attention right away. I can address these questions/concerns right then. We value the care we provide to your pets while you are away and the last thing we want you to do is worry. If you choose to wait till you get home, then you assume responsibility as well. We will not assume nor be held liable. Please understand your pets’ needs are our priority and that's what we want to focus on.

Communication:
All communication with the sitter should be done via the pet portal. You will receive updates with each visit. If you would like to respond to those you are welcome to. You can also ask them questions via the portal as well. If you need to reach anyone with Faithful Friends, please do so between the hours of 9am-5pm. If you need to reach us outside of this window of time due to an emergency, then please give us a call. Sitters will not be giving their personal cell numbers to you.

Privacy Policy:
Your information will be treated with the utmost privacy and confidentiality. At Faithful Friends, we deeply value the trust our clients place in us for the care of their homes and beloved pets. While maintaining the confidentiality of your details, we recommend informing a trusted neighbor that Faithful Friends will be responsible for caring for your pets and home during your absence.

Our Promise To You:
Faithful Friends and our team members will provide the services stated herein in a reliable, caring and trustworthy manner. In consideration of these services and as an express condition thereof, Owner expressly waives and relinquishes all claims against Pet Sitter except those arising from gross negligence or willful misconduct on the part of Pet Sitter.

We can at any time modify our policies. It's up to each client to read over our policies and address any questions or concerns you may have. My door is always open to have an open line of communication with each of you.