Policies & Procedures - Pet Care Service

 •  Certified Professional Pet Sitter

Here is all the information you'll need to learn about Carolinas' Critter Sitters, LLC. We offer dog walking and pet sitting services in the greater Charlotte area including Mint Hill, Fort Mill, Indian Land, Indian Trail, Matthews, Pineville, and Tega Cay. We are fully licensed, bonded, and insured.

Below are Carolinas' Critter Sitters Policies and Procedures:

Reservations: It is best to plan a couple of weeks in advance in order to obtain pet sitting services on the dates you desire. An in-home interview is required, prior to reservations, for all new clients. While we can tentatively pencil in your dates, we must meet with you and your pet(s) and determine your needs before we make a commitment to providing care for your pet(s).

Last minute reservations: Last minute things happen and we will do our best to assist with your needs. Because schedules need to be reviewed and shuffled to accommodate last minute pet sitting appointments, a $3 per visit charge will be applied for pet sitting appointments made within 5 days of your departure. This charge will apply to the appointments scheduled for the first 3 days of your pet sitting appointment.

Reservation confirmation: It is your responsibility to confirm your pet sitting appointments. Always directly confirm your reservation with Carolinas’ Critter Sitters. This ensures that we won't miss your message and care for your pet(s) will continue uninterrupted.

Extended Absence: In the event you have to be away longer than planned it is mandatory that we hear from you! We will only accept extensions of service by direct confirmation.  The well being of your pet(s) depends on our communication!

Cancellations:We understand that things happen that cause plans to change. Once we have scheduled and confirmed your appointment, a fee may apply for cancellations to compensate pet sitters for time they set aside for your appointments.

  • Within 3 days of services: Cancellations may be made up to 3 days in advance of your scheduled service without charge.
  • Fewer than 3 days prior to the first day of your scheduled service period: Cancellations made with fewer than 3 days of the beginning of pet sitting services will incur a fee of 15% of the total service.
  • Within 24 hours of services: Cancellations within 24 hours of services will be charged full price for the first 24 hours of visits, then 15% for the remaining visit.

Early return:We understand that things happen that cause plans to change. Once we have scheduled, confirmed, and begun your pet sitting appointment, a fee will apply to cancellations due to early return because we've set that time aside for your critter(s). In the event that you return home early, you will be charged full cost for scheduled appointments within 48 hours of your unscheduled return. Any remaining balance for early return cancellations will be credited to your account for future pet sitting needs.

Keys: Carolinas’ Critter Sitters requires 2 copies of your house key during the initial visit. A $3 charge will be applied if we have to make a copy. We recommend that your key remain in your Carolinas’ Critter Sitters' file for the convenience of future services and to enable online/telephone reservations, thus avoiding future key pick up appointments. Should you choose to have your key returned, a $10 key pick up/drop off charge will be applied to future visits.

Security Systems Protocol:If you have a security system, we require you to program a 4-digit code in for us – a code that we will provide at the initial consultation. We DO NOT use your code. This is done for security purposes. If we did take your code, we would have to write it down. The best place to record it is in the file. This is a risk if our car is broken into and a file is stolen. We do NOT RECORD the security code on the profile. We use our standard code which we have memorized! Security systems allow anywhere from 30 to 100 additional codes to be programmed. If your do not know how to program a code, contact the customer service department of their security company. (You would have to do this anyway if you gave us your code. Anytime you give someone access to your home, you are supposed to update the security company.) This call to the customer service department shouldn't take more than 2 minutes.

Inclement Weather: In the event of inclement weather, please provide the name and phone number of a person living nearby. If we are physically unable to reach your home due to impassable roads, we will contact this person to request assistance. The health and well being of your pet(s) is our utmost concern. We will contact you as soon as possible to keep you informed of these events.

"Comfort Calls": You may call Carolinas’ Critter Sitters between 8 a.m. and 6 p.m. daily to check on your pet(s) during your absence. Since we are often with other critters, please leave a message and your call will be returned promptly.

"I'm HOME" calls: Please remember to call when you have returned home safely! Otherwise, we will need to continue visiting to assure the safety and well being of your pet(s). Additional trips will be added to your bill at the regular rate. Please call at ANY hour and leave a voice message that you have returned.

Acceptable methods of payment: Visa and Mastercard

Visitors: Please notify Carolinas’ Critter Sitters if others (housekeepers, friends, family members, etc.) will have access to your home during your absence. It is understood that the client will notify anyone with access to the home that Carolinas’ Critter Sitters' services have been engaged. The police will be called on all intruders or suspicious acts without exception. Carolinas’ Critter Sitters, 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 Carolinas’ Critter Sitters, LLC is caring for your pet(s).

Unsecured pet(s): Carolinas’ Critter Sitters will not be responsible for free-roaming or outdoor pet(s) in the event of illness, injury, loss or death. It is strongly advised that all pet(s) have some form of permanent ID and that they remain inside the home or confined to a yard or pen for their own safety and welfare in your absence.

Pet Proofing: It is the pet owner’s sole responsibility to “pet-proof” any areas of the home and/or property to which the pet(s) has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to contain the pet(s) or restrict access to specific areas. The pet sitter does not assume responsibility and has no liability for any injuries the pet(s) may sustain or property damage the pet(s) may cause while in their own home/property.


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