Pet Care Agreement
Our overnight visits are from 9:00pm – 8:00am. Afternoon and evening (5-6pm) visits will be an additional charge and will be automatically booked and invoiced by West End Collars if overnight petsitting is selected.
West End Collars accepts ACH, and Credit/Debit card payments through our Time to Pet software.
For all bookings that are 3+ days long we require a 50% deposit payment on the day of booking. We will send an invoice and it must be paid within 24 hours of receiving it. Online payments for services must be received no later than 24 hours in advance of the booking. If the payment is not received you will receive an email that we have cancelled your booking. A $2 fee per service will be added if you decide you want to keep your scheduled booking with us.
An additional $10 will be added per visit on holidays. These holidays include: New Years Eve, New Years Day, Independence Day, Thanksgiving Day, Christmas Eve and Christmas Day.
LAST MINUTE BOOKING
For any last minute bookings a $2 charge will be added if we accept the booking.
HOURS OF OPERATION
We care for pets 365 days a year. Our pet care hours begin at 7:00 a.m. and end at 10:00 p.m. Our office hours are from 8:00 a.m. – 6:00 p.m. Monday through Friday, and 10:00 a.m. – 2:00 p.m. on Saturday. Our office is closed on Sundays. Outside of office hours, we monitor our messages for emergencies with active service orders only. If you have an after hours emergency please call or text 336-837-4775.
We offer several conveniently scheduled time blocks to accommodate your busy work schedule and vacation needs. We cannot guarantee that we are going to arrive at a specific time. However, we do guarantee that we will arrive within one hour of the time you requested. A note will be added to your requested visit notifying your walker or sitter of the time you prefer. Exceptions will only be made for puppies and pets with time-sensitive medical needs.
SCHEDULING REQUESTS, CANCELLATIONS AND CHANGES
All scheduling must be completed by our online scheduling system. This is to ensure both proper billing and accurate scheduling. We cannot guarantee services if we are not directly notified of your request. Cancellation notifications made through your walker will result in you being billed for those scheduled services. All scheduling is to be made via call, text, email or online scheduling system. Please do not contact your sitter directly for booking.
LAST MINUTE SCHEDULING REQUEST
Last minute emergencies and business trips do happen and we will do our very best to accommodate any last minute requests. However, we cannot guarantee services without sufficient notice.
Although we recommend a minimum of 48 hours notice for all non-holiday dog walking and standard pet sitting services, we will always do our best to accommodate any short notice requests. We recommend a minimum of 7 days notice for new clients that would like a meet and greet with their pet sitter.
We recommend a minimum of 6 weeks notice for all dog boarding, overnight pet sitting and holiday pet sitting. The earlier the better as space is limited and in high demand!
We understand that life is unpredictable and sometimes plans change. There is no penalty for canceling services with adequate notice. We require a minimum of 24 hours notice to cancel services that take place to avoid being charged.
Visits canceled without adequate notice will be charged at full service price. Services that are 3+ days long and were payed in advance are non-refundable, however they will receive a credit towards future bookings.
MEET AND GREETS WITH NEW OR BACKUP WALKERS/SITTERS
We value high-quality care and stable, reliable relationships with our clients and their pets.
Our regular weekly dog walking clients will enjoy the same familiar face each day. If your regular care provider is unavailable you will be provided a backup dog walker. Whenever possible we will give you ample notice so that you can set up a time to meet them if you wish to do so.
During your vacation your pet will enjoy the company of one weekday pet sitter and one weekend pet sitter. We do our best to provide the same sitter(s) each time, but if your regular pet sitter is unavailable we are happy to provide a meet and greet with your new sitter free of charge!
Home Access and Security
We request that a lockbox is left with two keys unless the door has a keypad. Key codes can be entered in your client account and only our Admin and your assigned sitter has access to this. There is a key pick-up charge of $12 if we need to arrange pick up of keys for future pet sitting requests. We require a key for all pet sitting assignments, even if you have provided a garage or door access code, to protect your pet in the event of a power outage or garage door malfunction.
Always notify your alarm company, door person and/or gate guards that West End Collars will be caring for your pets so that we are allowed access to your home and service goes uninterrupted. If possible provide a gate card, gate remote control, or key fob.
ADDITIONAL PET CARE ASSISTANCE & OTHER SCHEDULED SERVICES UNAFFILIATED WITH WEST END COLLARS
West End Collars, company owner, agents, assigns, successors and heirs are not liable and are completely indemnified for any and all liability stemming from the act(s) or failure to act of third parties, whether known or unknown, including but not limited to, friends, neighbors, relatives or other service persons., that shall enter your residence for any purpose while West End Collars is caring for your pets. Please provide the names, phone numbers, and license plate numbers of any and all persons not affiliated with West End Collars that may be entering the home in your absence or may be parking in your driveway while you are away. Any and all unexpected vehicles or people will result in a phone call to the police.
All of your information will be kept private and confidential. West End Collars highly respects our clients entrusting us with the care of their home and their pets. We do recommend that you inform a trusted neighbor and/or local police department that, while you are away, West End Collars will be caring for your pets and your home.
Pet Behavior and Safety
If a pet has a history of biting or other aggressive behavior, West End Collars reserves the right to refuse service. Bites must be reported to the local authorities as provided by law. The owner will be liable for the representative’s medical care expenses and damages that result from an animal bite.
Animal behavior can be unpredictable. West End Collars does not accept responsibility or liability for animal behavior, normal or otherwise, which result in injury to the client’s animals. Further, if a West End Collars provider is harmed or injured by the client’s animals, the client/owner accepts full responsibility for the cost of any necessary medical attention required by either the West End Collars Pet Care provider or by the animals. It is expressly understood and agreed that West End Collars shall not be held responsible for any damage to Client’s property, or that of others, caused by Client’s pet(s) during the period in which the pets are in the care of West End Collars.
We strive to create a safe and healthy environment for your pets and our staff. In the event of extreme temperatures or severe and hazardous weather conditions, your West End Collars caregiver will be directed to provide a potty break and spend the remainder of the visit playing with your pet indoors. These weather conditions include: temperatures exceeding 95 degrees, temperatures below 10 degrees, torrential or freezing rain, hail, and when lightening is present. If your pet has heat or cold sensitivities beyond breed standards please inform us at the time of your initial consultation.
In the event of inclement weather, West End Collars has requested on your profile the name and phone number of a person living nearby. If West End Collars is physically unable to reach your home due to impassable roads, please provide us with this information so that we can contact this person to request assistance. Your pets’ health and well-being is our utmost concern and we will contact you as soon as possible to keep you informed of these events.
West End Collars requires that all pets have the necessary vaccinations and immunizations before service begins. We may ask to see expiration dates for rabies vaccinations to photograph for our files. If at all possible, it would be greatly appreciated if you could have made a photocopy of these to retain for our records.
Fenced in yards are wonderful playgrounds for our dogs and allow them additional space to exercise and play. However, no fence system is totally secure. West End Collars does not accept responsibility or liability for any client’s animals that escape or become lost or injured, fatal or otherwise, when instructed to leave the clients animals in a fenced in area. This includes electronic, wood, metal or any other type of fence. We also reserve the right to refuse yard play if the yard poses a threat to the pets or providers. For example: unsanitary conditions, stagnant water, excess animal waste, unkempt lawn, hazardous trash or items strewn about.
West End Collars will dispose of all pet waste according to your specified wishes. We do request that you provide plastic bags for this purpose and indicate where you would like these waste bags disposed in the provided pet profile forms.
West End Collars will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies on your “Client Profile”. If there are accidents above and beyond the normal amount anticipated, West End Collars will charge a reasonable fee for clean-up time.
All dogs will be required to be on a 6’ leash during outdoor walks. We will no longer be using retractable leashes due to safety hazards and lack of control. Each employee will have a 6’ leash to use in the event you do not own one. We ask that you please ensure that all harnesses and collars are free from tears and properly fitted to avoid your pet slipping out.
We will not permit your dogs to interact with other dogs on walks. If stray dogs that are off leash approach, we will do our best to keep interaction at a minimum and move away from them calmly and quickly.
We will not allow your pet to interact with any other people while in our care unless agreed upon prior to booking. We will make every effort to keep your pet safe and the best way to do so is to keep a safe distance. We cannot predict others behaviors or your pets reactions to their behaviors. We find the best solution is to avoid any possible conflicts.
Please leave the name and number of a trusted maintenance company or a person you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and heating and air units. Please discuss any continuous household problems during consult.
Please leave your thermostat settings within a normal comfortable range (65-75F). If the house temperature is outside of this range, West End Collars will adjust the thermostat. This is to ensure the health and comfort of your pets and West End Collars staff during our time of service.