Customer Service Guidelines & Policies
HOURS OF OPERATION
HappyTails Pet Sitting is available 24 hours per day, 7 days per week, 365 days per year. Whatever your traveling needs, we are here to serve you.
SCHEDULING & VISIT TIMES
Scheduling is on a first come first service basis and we will do our best to accommodate your needs. We will visit at the requested times as closely as possible. However, if an unforeseen situation arises, the time may be adjusted.
CONFIRMATION E-MAIL (Prior to out-of-town Departure)
HappyTails Pet Sitting will send a confirmation e-mail (and invoice via Quick Books Online) no less than two days before each departure in order to verify that all information is still correct. Since phone mail messages or e-mails are not 100% reliable, please make sure the e-mail is acknowledged by HappyTails (please do not depart town with out this). This is to ensure your pet’s needs are carried out as intended.
LATE BOOKING FEE
A last minute surcharge of $10 will apply for all same-day service requests.
EARLY RETURNS
HappyTails Pet Sitting carefully schedules our time to service you and our other clients. Therefore, credits for early returns or last minute changes to pet care will be offered with a 24 hour notice. If, however, you do not notify HappyTails Pet Sitting of an early return and your Pet Sitter makes a trip and finds you home, the regular per visit charge applies.
CANCELLATIONS
We understand your plans may change and we, generally, do not charge for cancellations with adequate notice. However, if you cancel 24 hours or less prior to the date of the first visit there will be a $20 cancellation fee. Cancellations MUST be handled by the client and the office. The client must contact the office staff via email or phone.
HOLIDAY CANCELLATIONS
Please understand that pet sitting services and kennels receive more requests for reservations than they can handle during these holiday time periods and we may have turned away other clients because we have reserved time for you during a busy season. If you cancel three days or less before any holiday, you will be charged for half of the visits.
INCLEMENT WEATHER
HappyTails Pet Sitting will use our best judgment in caring for your pets and home at the time of inclement weather (primarily severe storms, snow/ice conditions etc.). We will try to carry out your instructions to the best of our ability. The care we provide to your pet and it’s safety is our first concern. The inclement weather plan will be as follows:
1) Every effort will be made to drive to your home
2) The service schedule may be changed, interrupted, or altered due to circumstances
3) If it is not possible to drive safely to your home, your emergency contact will be notified
4) You will be notified that the above-mentioned contingency plan has been activated.
EMERGENCY CONTACT