Big Cedar Pet Care’s Policies and Procedures
Big Cedar Pet Care provides loving care when you’re not there. Whether you are gone during work, on vacation, or attending other events, Big Cedar Pet Care will be there to provide care and companionship for your pets while you are gone.
Initial Consultation/Meet & Greet is complementary and required for all new clients. Please allow 30 minutes minimum for us to assess your pet’s needs and review service agreement and veterinary release forms. Please have a copy of your pet’s most recent vaccination records for our files.
Keys: Big Cedar Pet Care will need your house key or security code during the initial consultation when service has been agreed upon. For recurring services, Big Cedar Pet Care will keep your provided key secured for your convenience. A 30 minute visit fee will be charged for key pick up and drop off if key is not provided during initial consultation.
Reservation requests. It is best to plan at least 2 weeks in advance for services needed. We will try to accommodate last minute requests as best as possible, but there is no guarantee we will have room in our schedule to honor such requests. For recurring services, we will discuss scheduling, billing, and payment at initial consultation. Big Cedar Pet Care reserves the right to deny reservation requests.
Reservation confirmation. Reservation requests aren’t booked until both parties confirm, and services are paid in full.
Fees: All service fees are due in full prior to start of service. Fees can be paid by cash, check, or credit card (via the Time To Pet portal). Checks should be made out to Big Cedar Pet Care, LLC. Returned checks will incur a $50 charge, and payment for services will be charged to your credit card, or sent to collections. Daily recurring visit or walking fees are billed weekly.
Unplanned Fees: There is a $30.00 per hour charge as well as reimbursement if the sitter needs to restock depleted supplies. For example, food, litter, treats, medications, flea products and other items needed for complete care of their pet(s).
Time To Pet client portal: Once information is entered in the Time To Pet software, you will be able to request services and make credit card payments through the Time To Pet client portal, or via the free Time To Pet App. Big Cedar Pet Care will keep a credit card on file for all clients, for payment security and your convenience, even when other payment methods are used.
One Account Per Household: To avoid confusion, and provide timeliness of service, we only allow one account per household. All pets needing services must be listed for insurance purposes.
Electronic Report Cards. We use electronic report cards to track each service provided. This includes: Arrival/departure time, GPS tracking of walks, and events that occurred during the service time.
Phone Calls/Texts: Phone calls or texts while services are performed will only occur during emergencies.
Visitors: Please let us know if you expect any visitors while we are contracted for services. Visitors include: cleaning personnel, landscapers, construction/repair and utility workers; also any friends or relatives. If we are not notified of visitors, we will assume that they are trespassing on your property and the police will be notified.
Early return. Please notify us if you will be returning home earlier than expected.
Late return. In the event that you will be away longer than planned, it is imperative that you contact us for extensions of service. Your pet’s well being depends on this communication.
Cancellations. There is no fee for cancellations made via voice mail, email, or text within 12 hours of scheduled service. If no cancellation notice is received, Big Cedar Pet Care reserves the right to assess the service fee for one visit.
Refunds. Refunds are either paid by check or a credit balance to your account. If refunded via your credit card, all Stripe cancellation/processing/refund fees will be deducted from the amount of the refund (you will be paying the fees) .
Inclement weather. Big Cedar Pet Care will be closed for services when inclement weather makes it unsafe to travel. For everyone’s safety, no services will occur when local schools and businesses are closed due to unsafe weather conditions. Closure notifications will be made through the Time To Pet client portal. Your account will be credited the service fees for service that did not take place during these events.
Weather dependent services. Dog walks and Trail walks will not occur during storm activity. We will try our best to provide these services by performing them after the storm has passed. During all day storms, or extreme temperatures, Big Cedar Pet Care will provide a drop-in visit in lieu of basic dog walks. Trail Walks will be rescheduled for another day.
Holidays: Big Cedar Pet Care has limited availability on holidays, so be sure to make your reservations early. There is a $10 additional fee for services on each day of the following holidays: New Year’s Eve, New Year’s Day, Easter, Memorial Day weekend (Fri-Mon), Independence Day (July 4th), Labor Day weekend (Fri-Mon), and Thanksgiving. Big Cedar Pet Care is closed the weekend of Mother’s Day, and on Christmas Eve and Christmas Day.
Emergencies: In the event that a pet emergency arises, we will take your pet to the appropriate veterinarian that you chose on the Veterinary Authorization form, or to an appropriate facility that is available. You will be notified as soon as possible in case of any emergency. If in the event you are out of reach, your emergency contact will be notified.
It is the pet owner’s sole responsibility to “pet-proof” any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, door and other devices meant to contain the pet or restrict access to specific areas. The pet sitter does not assume responsibility and has no liability for any injuries the pet may sustain or property damage the pet may cause while in its own home/property.
All policies and procedures subject to change.