Policies and Procedures

 In order to provide the best service possible, please take the time to review our guidelines regarding policies and procedures.

• Please book in advance whenever possible
• Please review and follow our cancellation policy
• If you do not hear from us prior to your trip please call to confirm
• Please call us upon your return so we know you are home to resume pet care.
• Please adhere to our payment policy
• Please provide easy access to  your pet's supplies, food, treats, collar, leash and toys.

Consultations                                                                                      A free in-home consultation is conducted for all new clients prior to the start of service. This consult allows Red Rover Pet Services to become familiar with you and your pet(s) as well as set up your customized services.  It is at this time that all forms containing the information regarding your pet's care will be filled out ( you can download these forms & fill them out ahead of time). Typically at this time, we will discuss  your pet's routine and anything else you feel is important for your sitter to know.  If you you decide to book service at this time you will provide Red Rover with a key(s) and make payment arrangements.

New Clients                                                                                    You may reach Red Rover Pet Services via email, phone or by completing the online reservation form. You will be contacted within 24 hours if not sooner to arrange your free in-home consultation.  Submitting the reservation form is only a request for service and consultation, not a confirmation of service. Please allow at least 45-60 minutes for the initial consultation.  Reservations are booked on availability so submit the online form as far in advance as possible.  Whenever an online service request is made you will receive an email confirmation verifying the dates of service and estimate if requested. Please reply to the email within 48 hours confirming your acceptance of the content. 

Existing Clients                                                                                   If possible you may complete the online reservation form when you need to schedule service.  There will not be a need for a home consultation since we keep a copy of the vet release, service agreement and pet and client profile on file. The exception to this is if you've recently added a new pet.  You will receive a confirmation email.  If you do not receive the confirmation please call us.

Visiting Hours                                                                             Typical visiting hours are as follows: 7:00- 11:00 AM, 12:00 AM- 5:00 PM, 6:00- 9:00 PM.  We often make exceptions to these hours so your pet can remain on their schedule. We encourage you to call and check on your pet as often as you wish. 

Payment                                                                                          We accept cash, checks, and credit cards through PayPal.  Payment is due in full prior to all services.  If additional charges during the service period are incurred  the client will submit payment within 10 days.  New service cannot start with an outstanding balance.

Thank you for your timely payments, as a small business they keep us going.

Cancellation Policy                                                                          We do not overbook and therefore, once you've booked services we may turn away business in order to accommodate your schedule. Please call us 48 hours before your departure if you need to cancel in order to get a full refund. Cancellations made less than 48 hours before your departure date are subject to a 100% cancellation fee.  

In order to receive a credit on your account for private walks a 24 hour notice is required.   For scheduled services that include a major holiday    (New Years Day, Christmas Eve/Day, Easter, Memorial Day, 4th of July, Spring Break, Labor Day, Thanksgiving) no refunds or credits are given if client cancels within 48 hours of the service start date.

Note: Exceptions are made depending on the circumstances.

Additional Fees                                                                           Checks returned by the bank will incur a $25 return check fee. 

Our vacation crate Policy                                                         Because every situation is different please give us a call to talk about our policy.

Vaccinations                                                                                       All clients must show proof of current rabies vaccination for their pets at the initial consultation. You may also have your vet email us this information.  We suggest your pet be up-to-date on all vaccinations.  Also, we highly recommend that precautions be taken to prevent fleas and ticks.

Unsecured Pets                                                                          Red Rover Pet Services requires that all pets have proper identification either through i.d. tags or micro-chipping.  All dog owners are required to have properly fitted and working collar/harness and leash for their dogs. I.D tags should be secured to these as well.  Dogs are required to be on a leash when they are not confined to their secured, fenced-in yard.

Pet Proof                                                                                    The client is responsible for securing the yard and home for the safety of their pet before start of service.  It is the client's sole reponsibility to pet proof any areas of the home/property that the pet has access to.  Please throughly inspect your fences, gates, latches, doors and any other devices meant to keep your pet inside or away from areas of your home and yard.

Damages                                                                                    Red Rover Pet Services is not responsible for damges or loss to your home beyond the control of the pet sitter (i.e. leaks, electrical problems, acts of nature, burglary).  In such situations we will contact you immediately before taking action to resolve the problem.

Destruction by Pets                                                                    Most often destruction by pets happen when the pet is lonely or bored, but there may be other triggers as well.  Red Rover Pet Services will make all attempts to limit such actions.  Red Rover Pet Services is not liable for damage done to clients home.  In the event your pets soils the carpet, floor or furniture we will strive to clean the areas to the best of our abilities.

Client Access Permitted to Others                                                Red Rover Pet Services typically  does not job share.  We are not responsible for the security of the premises or for loss if other individuals have access to the clients home, or if the home is not properly secured.  Red Rover Pet Services ask that you provide us with the name(s) of those that have access to your home for the safety of our sitter.

Emergency                                                                                    If a client's pet(s) become ill while under the care of Red Rover PetServices, client authorizes the representative of Red Rover Pet Services LLC to transport ill pet(s) to their veterinarian. Every effort will be made to contact client or client's emergency contact to approve any emergency treatment recommended by the veterinarian (unless otherwise stated in the veterinarian release form.)   Red Rover Pet Services LLC recommends that clients keep their credit card on file with their Vet should emergency happen.

WelcomeHome                                                                                          We hope you had an enjoyable trip! Please contact us as soon as you arrive home via text, email or phone.         

We offer different options regarding key returns.  We can leave (1) key inside your home and return the second key in person for a small fee, via certified mail, snail mail or keep your 2nd key on file in our secure lock box.  With a key on file we can provide you with a key in an emergency or visit your pet if your running late.  We will not leave a key under a mat or other hidden  places.