POLICIES AND PROCEDURES
It is the goal of Comfort Zone Critter Care to provide the best quality pet care for diligent owners. I appreciate your business and look forward to a long trustworthy relationship. Please contact me with any questions regarding my policies and procedures listed below.
VISITS
During our initial consultation, I will discuss with you how many visits a day would be best for your pet family. I require a minimum of two visits per day for indoor dogs but recommend three or four. Cats and other pets are generally happy with one visit a day but never complain about two. All pets will be visited at least once every 24 hours. My requirement for dogs is at least two visits per day, although I recommend three. I require this in order to provide your pets with the quality of care to keep them comfortable, healthy, and happy while you are away.
Please call (716) 427-5775 to schedule a complimentary Meet and Greet Consultation for my Pet Sitting Services. A Meet and Greet is required before setting any pet care appointments.
I have a complete ban on choke chains, shock collars, prong collars, and other coercive or punitive tools, in accordance with the American Veterinary Society of Animal Behavior and the Pet Professional Guild‘s Guiding Principles. If your dog has a choke chain or prong collar, those tools will not be used by me on our walks. Please either supply a flat collar or harness, or notify me if you do not have one and I will supply one for the walks.
To ensure the safety and security of your beloved pets and your home, Comfort Zone Critter Care is only able to accept jobs for which I do not share responsibility with any other pet care provider (family, friends, etc.). I have a policy that prohibits “job sharing” to ensure I can guarantee the best care possible in your absence. If anyone else has access to your home while the pet-sitting job is being performed, I, the pet sitter, can assume no liability for any damages or losses to your home or pet. The utmost care will be given to watching both your pet(s) and your home. However, due to the extreme unpredictability of animals, I cannot accept responsibility for any mishaps of an extraordinary or unusual nature (i.e., bitings, furniture damage, accidental death, etc.) or any complications in administering medications to the animal. Nor can I be liable for injury, disappearance, death, or fines of pet(s) with access to the outdoors.
The exact times for a pet sit cannot be guaranteed due to weather, traffic, and situations at other visits. Please let me know of any specific requests (i.e., your pet requires medication at a specific time), and they will be worked with and accommodated as much as possible.
Medications administered cannot be guaranteed at a specific time, nor do I guarantee that I will be successful in administering the medication, especially if I cannot catch the pet. If I cannot administer them orally in a safe manner, their pills will be placed in their food (or a treat) to be left for them (or an agreed-upon method with the client and their vet).
Comfort Zone Critter Care will make the best determination due to weather conditions and how much time your pet should spend outside.
The use of Invisible Fences by Comfort Zone Critter Care is at the risk of the client. Comfort Zone Critter Care will not be held liable for any loss or injury to your pet that results from me being instructed to let your dog out in an invisible fence. If your pet leaves the invisible fence area or is shocked one time, they will be then taken out on a leash. No pets will be left unattended in an invisible fenced area, this is a strict Comfort Zone Critter Care policy.
I will not/do not let other dogs approach my client’s dog(s), I will not/do not do pack/group walks, and I will not/do not do dog parks. Even if a client ensures me that their pet is “friendly”, I will not allow any such interactions.
EMERGENCY VET VISITS
Comfort Zone Critter Care will make every attempt to contact you or your emergency contact in the event of an illness or injury to your pet. If possible, we will provide transportation to your local vet. When necessary, the closest Emergency Clinic would be utilized. Please make sure we have all of your pets’ current information, so Comfort Zone Critter Care is prepared (although I hope to not need it). Comfort Zone will not be responsible for decisions or financial payments for veterinary care.
EMERGENCY CONTACTS
Comfort Zone Critter Care must have emergency contacts that have access to your home when you are away that are willing to care for your pets in an emergency. This includes, but is not limited to, natural and man-made disasters, or when Comfort Zone Critter Care is unable to provide care for any reason. Any missed visits by Comfort Zone Critter Care will be credited to your account.
FEES
The Initial Meet & Greet Pet Sitting Consultation is FREE when you schedule and pay for a pet sitting or dog walking service. If no service is contracted, there is a $30 fee. If you would like to conduct an interview at no charge, please feel free to do so over the phone.
The 90-minute private Dog Training Initial Behavior Consultation is $175 (plus tax). Payment is required prior to the consultation in order to reserve a slot on my schedule.
Payment in full is required prior to the first private training session, whether you purchase a single lesson or a package.
*Training Packages must be used within 90 days. All sessions must be completed within 90 days from the date of commencement of the contract or they will be forfeited.*
**Training Packages are non-refundable**
All services are subject to 8.75% sales tax.
PAYMENT
Payment for new dog-walking and/or pet-sitting clients is due in full for the first booking at your initial meet and greet. If you are an existing client, payment is due in full before, or at the time of, the first visit. Post-dated checks are not accepted. All returned checks will be charged an additional $30 fee. A daily overdue fee of $10 will be charged until payment in full is received. The account will be on hold with no further appointments until payment is current, and, there is no balance due on your account. Payment for pet sitting or dog walking sessions can be made via cash, check, credit card, PayPal, or Venmo.
Payment for the Initial Behavior Consultation is due in advance. I have a limited number of spaces for consultations, and you’re reserving one of them. Payment can be made by credit card, Venmo, or PayPal to reserve your time slot. Payment in full is required prior to the first session for individual sessions and package deals. Payment for training sessions can be made via cash, check, credit card, PayPal, or Venmo.
*Training Packages must be used within 90 days. All sessions must be completed within 90 days from the date of commencement of the contract or they will be forfeited.*
**Training Packages are non-refundable**
CANCELLATIONS
Comfort Zone Critter Care requires a 48-hour notice of cancellation for Pet Sitting Clients. Less than 48 hours’ notice will result in the client being billed for 100% of the fee for the services booked. Holiday cancellation requires one week’s notice. If you cancel seven days or less before any holiday, you will be charged 50% of the remaining balance of the visits booked. For the Thanksgiving and Christmas Holidays, I require 100% payment upfront. If services are canceled, or you have returned home early, there will be no refunds or credits (unless otherwise agreed upon ahead of time).
Comfort Zone Critter Care requires Dog-Walking Clients to cancel before 8 a.m. in order to be credited to their account. Refunds will not be given for services paid in advance, they will be credited toward future visits. If the walk/visit is not canceled prior to 8 a.m., no credit will be given.
Comfort Zone Critter Care requires a Dog Training Client to give at least 24 hours cancellation notice. If the Client is not present at the time of the scheduled appointment or does not give at least 24 hours cancellation notice, session fees are still due. For a package deal, the missed session will still be counted as one session. Comfort Zone Critter Care reserves the right to reschedule an in-person appointment in the case of injury, health problems, or inclement weather. The session will either be moved to a virtual session or to a different date/time.
PROOF OF VACCINATIONS/TITERS
Current vaccination (or titer) history must be provided to Comfort Zone Critter Care to keep on file and updated annually.
NO FLEAS
Visits will not be performed in flea-infested homes. It is the client’s responsibility to maintain a flea-free environment. Should fleas and or flea dirt be observed during a visit, the client will be notified, and services will be put on hold until remedied.
HOME ACCESS & SUPPLIES
Clients must provide at least one set of working keys (or a keycode, if applicable) for access to the home. Keys not in active use are secured in a lockbox. Keys not kept on file will be charged pickup/drop-off fees. Letting your pet sitter keep your keys on file means that they will be ready for your next trip or visit that you schedule. If they do not have your key on file, you’ll have to arrange a meeting time for key pick up, which has a fee.
The client must provide all alarm company phone numbers and codes at the Meet and Greet. SNOW REMOVAL is the client’s responsibility. The driveway and home must be accessible at scheduled visit times, as shoveling is NOT part of my visit responsibilities. PET SUPPLIES of all kinds are the client’s responsibility, this includes but is not limited to, food, water, leashes (4’-6’ in good working order, no retractable leashes due to safety concerns), cleaning supplies, pooper scoopers, and litter supplies. Trip charges for supplies will be charged, and no further scheduling will be approved until paid.
OTHER CONTRACTOR/SERVICES ACCESS AND JOB SHARING
Comfort Zone Critter Care will not share job responsibilities for pet sitting. Comfort Zone Critter Care will not be held liable for any damages or loss when others (i.e., cleaning services, remodelers, friends, family, etc.) have access to the client’s home at the same time as when pet care is being provided. If it appears that someone without permission is in the home, the police will be called.
PET PHOTOS AND VIDEOS
Pet photos and videos will be taken for identification purposes, as well as to be used on social media, educational, and other public media. Client identity will not be disclosed unless you choose to do so yourself. Clients are more than welcome to share their pet’s photos and videos.
RETURNING HOME
It is your responsibility to notify Comfort Zone Critter Care once you have returned home from business or personal travel. This can be email, text, or phone at any time. Please do not notify Comfort Zone Critter Care of your return until you are home, not before, and your pets are back in your care. If I do not hear from you, it is presumed that you didn’t make it back. As such, if any additional visits are made regardless of your return, you will be charged a standard visit fee. Also, if there is a delay in your return, please notify me, and I will do all I can to accommodate the extra visit(s).
TRAINING
My training is based on the kindest, most effective, non-punitive methods. I carefully design and structure our training programs to be the best they can be for dogs and owners. I hope you enjoy the sessions as much as I love instructing them!
These policies are written in the interest of safety, responsibility, and care for owners and their dogs.
By training with Comfort Zone Critter Care, you are deemed to have accepted my Training Policy:
1. Harsh handling is not permitted. I have a complete ban on choke chains, shock collars, prong collars, and other coercive or punitive techniques, in accordance with the American Veterinary Society of Animal Behavior and the Pet Professional Guild‘s Guiding Principles.
2. Owners are expected to clean up after their dogs when in public places. All dogs must be kept under control and on leash in public areas (off leash only where specifically instructed by your Trainer). I am there to help but you are responsible for the conduct of your dog at all times.
3. Comfort Zone Critter Care will make every effort to ensure that you and your dog are kept safe while training with me. Nevertheless, Comfort Zone Critter Care cannot be held liable for any loss or damage of your property, or the loss, injury, or death of your dog while training.
4. Calm & quiet Children are welcome to attend the training sessions, however, for the sake of safety and consistency in training, young people under the age of 16 MUST be supervised by an adult. Parents may wish to sit down with Children before a dog training session to explain how important it is for them to listen and be involved to prevent unwanted distractions during
a session.
5. Please let me know if your dog is not in a fit state to train due to illness, disease, injury, or any other reason.
6. All dogs should be wormed and fully protected by vaccination as advised by their vet.
TERMS AND CONDITIONS
It is the client’s responsibility to disclose all previous bites, aggression, and health history of their pets. It is also the client’s responsibility to disclose ALL possible safety hazards in and around their home.
The Pet owner will be responsible for all medical expenses and damages resulting from a bite or an injury to any person (including the pet sitter/trainer) or animal that the owner’s pet encounters. Pet owner shall indemnify and hold harmless Comfort Zone Critter Care, and its owners, employees, contractors, and representatives (collectively “Comfort Zone Critter Care,”) from and against any and all liability claims, costs, damages, and expenses (including reasonable attorney’s fees) incurred by Comfort Zone Critter Care, with respect to any such claim.
The Pet owner shall further indemnify and hold harmless Comfort Zone Critter Care, in the event the pet accidentally dies, gets sick, becomes injured, or gets lost unless the pet sitter was negligent or reckless in the care of the pet. In the event a pet must be taken to a veterinarian for care in the pet owner’s absence, the pet owner shall be responsible for paying all veterinary costs and shall promptly reimburse Comfort Zone Critter Care, for all such costs.
The Pet owner shall indemnify and hold harmless Comfort Zone Critter Care from and against any and all liability, claims, costs, damages, and expenses (including reasonable attorney’s fees) in the event of any damage to the pet owner’s home and property unless such damage is caused by the negligence or recklessness of the pet sitter.
Comfort Zone Critter Care is licensed, bonded & insured. We are not responsible for damages or loss to your home beyond our control (leaks, electrical problems, acts of nature, burglary, etc.). Client agrees to secure the home prior to leaving the premises. Comfort Zone Critter Care will attempt to re-secure the home according to Client instructions at the end of each visit.
Comfort Zone Critter Care is not responsible for wilted, dead, or otherwise unhealthy plants. Comfort Zone Critter Care works hard to follow written instructions as precisely as possible but cannot be responsible if the results are not favorable to the Client. Please place all indoor plants together on a waterproof surface in plain sight as your pet sitter is not responsible for water-damaged areas or missed plants.
Comfort Zone Critter Care will not be responsible for any animal(s) that instigate fights with other animals or is injured by another animal while in Comfort Zone Critter Care’s care. Comfort Zone Critter Care will take all appropriate actions to ensure that Client’s animal(s) are not placed in the company of aggressive or violent animals and/or will immediately remove Client’s animal(s) from any potential animal fight.
Client will be responsible for all medical expenses and damages resulting from an injury to the owner of Comfort Zone Critter Care, other persons, or to the property of Comfort Zone Critter Care or other persons by the Client’s pet(s). Client agrees to indemnify, hold harmless and defend Comfort Zone Critter Care in the event of a claim by any person injured by Client’s pet(s). If another animal is bitten by Client’s pet(s) or exposed to any disease or ailment from Client’s pet(s), it will be Client’s responsibility to pay all medically related costs and damages incurred by the ‘victim’ pet’s owner. Comfort Zone Critter Care reserves the right to refuse services for any pet that has any form of contagious disease.
Client further acknowledges that any history or tendency by their pet(s) towards straying, fighting, biting, destructive behavior, or property damage has been fully disclosed to me and that Client is responsible for any costs associated with said tendencies. Comfort Zone Critter Care reserves the right to refuse service if a dog’s behavior is deemed to be dangerous or threatening.
I appreciate your business and look forward to a long trustworthy relationship.
Please contact me with any questions.
