Policies & Procedures
Cancelation Policies
- 0 - 24 hours prior to any service, and/or Holidays: Payment in full is charged (no refunds)
- 1-14 days prior any Vacation Services (excluding holidays): 20% of service total is due.
- Less than 30 days prior to House Sitting (excluding holidays): 50% of service total is due.
- Holidays and Holiday weekends payment will be due in full at the time of service approval. Once payment has been made, your spot is guaranteed, and there will be no refunds issued for any cancellations on holidays or holiday weekends. *****Your holiday and holiday weekend visits are not confirmed until payment is received in full.*****
Reservations are made to plan pet sitter availability to clients, and we turn down other clients to meet the needs of your pets. Therefore, clients returning home early will be required to pay for the reserved amount of time scheduled including travel time. Clients will not have to pay for scheduled Special Services not preformed.
Holidays
There is an additional $5 fee added to each visit on holidays, that goes directly to your sitter.
Holidays are : New Years Eve, New Years Day, Easter Day, Memorial Day Weekend, July 3rd - July 5th, Labor Day Weekend, The day before Thanksgiving, Thanksgiving Day, The day after Thanksgiving, Christmas Eve, Christmas Day & December 26th
Additional Pet Fee
For each additional pet a $1-$5 fee is added per visit, depending on the extra care needed for your pets.
Emergency Services
Any services requested with less than 24 hours notice will have an additional $5 fee added to them.
Key Handling & Key Return
Helping Hands Pet Care requires 2 copies of your keys. 1 for your primary sitter, and 1 for your back up sitter. Our key handling policy states that Helping Hands Pet Care will retain possession of your keys, secured in a locked location, until your next scheduled services. They will then be given to your assigned sitters, until services are completed. If you wish to have your keys returned after services are completed, please contact Jess to make arrangements.
Helping Hands Pet Care Procedures
- No services can begin before a new client Meet and Greet has been completed, care instructions given for each pet, access to your home has been provided, and we have signed client contacts on file.
- Before your Meet & Greet an online profile must be completed, so we can review your pet care routine and make sure we have all the information we need to provide the proper care for your pets and home.
- We request 72 hours notice for all appointments to ensure we have availability to meet your pet sitting needs.
- When scheduling vacation services or house sitting, especially around holidays, we request as much advanced notice as possible as our services are in high demand.
- All pets must be current on vaccinations prior to all pet sitting services.
- Client is responsible for pet proofing their home, yard, fences, gates and latches.
- Helping Hands Pet Care is not responsible for the safety, injury, death, harm, disappearance or legal consequences of any pet with unsupervised access to outside at the client's request.
- Helping Hands Pet Care accepts no liability for loss to the premises if other individuals have access to a client's home, or it is not properly secured.
- No one, not affiliated with HHPC, will be allowed to accompany your sitter.
- No animal waste will be left in the trash cans inside your home. HHPC representatives will only dispose of pet waste in your outside trash bin, unless specifically requested.
- No dog will be walked off leash, for any reason.
- You will receive an update at each visit, with a picture of your pet(s).
- A walk through of your home will be preformed at each visit to ensure there are no potty accidents.
- At each visit, your doors will be checked to confirm they are securely locked before your sitter leaves.
- Client must provide leashes, collar or a harness, and poop bags for dog walking.
- Client must provide all medications for their pet.
- For your pet's wellbeing during vacation services we request a minimum of two visits per day for dogs, and one visit a day per day for cats.
- No "visiting" animals can be cared for without a signed client contract on file, signed by the rightful owner of the pet. A Meet and Greet must be completed for that pet.
- A Meet and Greet must be completed for each additional pet added to your household.
Payment
- At this time, to help keeps prices reasonable, Helping Hands Pet Care accepts cash, checks, PopMoney and Zelle transfers, and Bill Pay through your bank.
- Payment is due in full at the beginning of services.
- A late fee of an additional 20 % will be added to unpaid invoices every 30 days.
- A $55 return check fee will be applied for each return check.
- Clients with a history of late payment are required to pay all fees up front before any services can be provided.
FAQ
- How much notice do I need to give for pet sitting services?
We recommend as much advance notice as possible, especially around holidays, to ensure we can provide the proper care for all of our clients. We have limited availability and only take on a certain number of appointments, to provide the highest level of care to your pets. We require a minimum of 72 hours notice for all services that are not an emergency.
- How do I know a visit to my home was completed?
We will send you an update at every visit, including a picture and a brief description of how our visit went. So you can rest assured your pets were cared for, and all is in order at your home.
- What if my sitter has an emergency?
We've got you covered! For every service, you are scheduled a primary sitter AND an emergency back up sitter.
- What if my pet care needs change and my pet needs additional visits?
No problem! If we feel your pet needs additional visits, or to have their visits extended, we will notify you and do everything we can to make your pet more comfortable. Additional care will be invoiced to you when you return.
- How do I know you have my visits scheduled correctly?
With our online scheduling and information system you can view your appointments online, check to see which sitter is covering, and ensure your visits are scheduled to meet the level of care your pet needs. You will also receive a confirmation email.
- What if my pet is now on medication?
You have 24/7 access to your online profile. You may update it at any time. If your pet needs medication at a time we don't have a visit scheduled, we can add a medication visit to your appointment.
- Can I tip my pet sitter?
Absolutely! While tips are not required, your sitter will appreciate it. If you would like to leave a tip for your pet sitter you can leave cash, along with payment and a note letting your sitter know it is a tip for them. Or you can add a tip to your payment and Jess will make sure it goes directly to your sitter.
- Can you water my plants?
Of course! Just let us know what needs to be watered and how often, we are happy to help. Please keep in mind the care of your plants will cut into our quality time with your pets. If you have a large number of plants we can schedule you for an extended visit to make sure your pets and plants receive all the care they need.
- I received a quote from a friend/another sitter that charges less than you. Why should I choose you if they are less expensive?
Helping Hands Pet Care is a professional pet care company. We are licensed, insured, bonded, and have more than just pet CPR training. Will your friend, neighbor, co worker or someone else know exactly what to do in the case of an emergency when time is critical? We have accredited training to handle emergencies, and your pets well being is important to us. We treat your pets like family. We are members of professional pet sitting organizations and uphold a high quality of care and attention. We are also BBB accredited with an A+ rating.
- Why so many policies and procedures?
Helping Hands Pet Care has been providing professional, reliable, quality, in home pet sitting to East Nashville and surrounding communities since 2005. Our policies and procedures are in place to ensure we can provide you, your pets, and your home with the highest level of care.