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 have your pet's supplies, ie. 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 familar with you and your pets 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 talk about what is important to your pet's routine.    If you you decide to book serivce at this time you will provide Red Rover with two keys 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 30-45 minutes for the intial consultation.  Reservations are booked on availibility 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,estimate of invoice, and payment option.   Please reply to the email within 48 hours confirming your acceptance of the content.  If you do not hear from us please call us at 815.382.8903

Existing Clients

If possible you must complete the online reservation form when you need to schedule service.  There will not be a need for a home consultaion 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 and a reply is needed within 48 hours confirming your acceptance.  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.    You may call and check on your  pet as often as you wish.    We can also text you or email you a photo of your pet to your mobile phone or pc. 

Payment

We accept cash, checks, money orders and credit cards through paypal.    Regarding pet vacation sits, payment balance is due in full prior to service.  If additional charges during the service period are incurred  the Client will submit payment within 10 days.   A Late fee of of $1 per day will be accessed on the balance starting the 11th day.  Regarding daily walks, payment is due prior to the service period.   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 accomodate your schedule.   Please call us 7 days before your departure if you need to cancel in order to get a full refund. Cancellations made less than 7 days are subject to a 50% cancellation fee. Cancellations made less than 3 days 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.

Additional Fees

Checks returned by the bank will incur a $25 return check fee.             Account balances over 10 days may incur late fees.                                             

Vaccinations

All clients must show proof of current rabies vaccination for their pets at the intial consultation.  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 does not job share.  We are not responsible for the security of the premises or for loss if other individuals have access to 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.

Welcome Home

We hope you had an enjoyable trip!   Please contact us as soon as you arrive home since we will automatically continue service until we hear from you.        

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 let your pet out if your running late.  We will not leave a key under a mat or other hidden  places.