PROCEDURES FOR NEW CLIENTS

At the free* consultation, we’ll get to know one another, make sure we're a good fit (occasionally there are times when we may not be a good match. If not, we'll gladly refer you to another reputable pet sitting service), and answer any other questions.

If you are ready to move forward at that time, please be prepared with the following:

-2 spare, working (please test before we come over) keys
    ( If you live in a gated community, we will also need a gate code (not the code that dials your phone, but that actually opens the gate) or 2 access devices-we can always leave one on our last visit if you needed us to). Since we work morning, noon, & night, 365 days/year, there are usually 2 sitters assigned to a job, which is why we need 2. Keys are only labeled with pets' names-no addresses or last names, & are locked up when not in use.

-deposit equal to 100% of services to secure your reservation 

*There is a $20 charge for a meet and greet if you're not booking services at the same time (i.e. if you're meeting with multiple sitters or if you're wanting to get something lined up for when our services are needed) that gets applied to the 1st booking. This covers our gas/time. But, if you are booking us for a trip @ that time, there is no fee for the meet and greet. If you do not have a trip planned at the time of the meet and greet, payment, two keys, & the paperwork would just be due one week before services for new clients.

The keys & payment can also be mailed (APPLE A DAY PET CARE, PO BOX 40538, AUSTIN TX 78704) or dropped off no less than 7 days before your trip at our drop box (Just for PETS pet store, 3616 Far West Blvd., Austin, TX 78731-512-342-2220). Most of our clients pay with credit cards through paypal by visiting www.appleadaypets.com & click on PAY NOW on the home page. You do not need to be a member of paypal to use it).

The majority of our clients like to get everything taken care of at the initial meet and greet so they know the booking is confirmed & it's one less thing for them to worry about!


Since I have to pay my sitters for their time, I just bring one of them with me on meet and greets. She'll stay for the 1st 15-20 minutes, where we meet all of the pets & get a tour of where everything is. Then, we can spend up to 25 more minutes with paperwork, keys, etc. We (either myself or the sitter who joins me on the meet and greet) always introduce our other sitters to the pets & give them all of the instructions we receive when we do our meet and greet, before they take care of them.

MAKING RESERVATIONS

To Make a Reservation:

• To make a service request:
• Go to www.appleadaypets.com
• Click on the RESERVATIONS page
• Click on CLIENT LOGIN
• Your user name is the email address we have on file for you. Your initial password is the word “password” and/or your zip code. You can change it any time. The form will ask you all of the pertinent information we’ll need. 
• If at any time, you forget what your user name or password is, @ the initial login section, it gives a reminder @ the bottom of the page that your user name is your email address. Then, you can also click on “Forget Password” to have the system email it to you.

• In the section of the service request where it asks for changes:

-please specify the time of your departure and arrival back home so we can schedule visits accordingly
-indicate any changes in pets’ routines, medications, feeding, alarm codes, emergency contact #’s, vet information, if anyone else will be visiting your home, or if any of the pets have recently been sick.
- indicate if you would like longer or shorter than the default 30 minute visits.  You may also choose different lengths for different visits.  (minimum: one 30min visit/day for cats, two 30min visits/day for dogs. No minimum requirements for pet care services while you need our services while you’re @ work)

The sitters do about 97% of the pet care visits so Hilary can be available to our clients to return emails/phone calls & available to the sitters for emergencies.  

Email or text are always the fastest way to reach Hilary. When you call, you'll most likely reach voice mail, but please leave a detailed voice mail & your call will be returned within 24 hours during the week. Messages are generally checked several times a day. If you're calling after 2pm on Friday, your call will be returned on Monday. If your pets are under our care when you call, your call will be returned much sooner.

EMAIL CONFIRMATION:

• When making reservations, if you do not receive a response within 36 hours (48-72 hrs during holidays), please contact us to let us know.

• We will always email you a confirmation the day before you leave for your trip to reconfirm – please check over it for accuracy.  Please call if you do not receive it by 9pm the night before you leave.

MAKE SERVICE REQUESTS IN ADVANCE:

• Please make reservation requests as early as possible—even a couple months in advance (especially during holidays) — to assure our availability.

• When you make a request for services needed in less than 72 hours, the program will automatically send you an email that says to call to verify our availability.  Please ignore that.

• We are often times able to accommodate requests with short notice.  At our discretion, a last minute fee may be added to your bill, depending on the # of visits requested for each day & when you make the service request.

 HOLIDAYS

For Thanksgiving pet care:

• All reservation requests made after 10/15, will incur a 1 time $10 schedule rearranging fee.
• All reservation requests made after 10/31, will incur a $20 fee.
• All reservation requests made after 11/7, will incur a $40 fee, if we’re even still available.
• All reservation requests made after 11/14, will incur a $60 fee, if we’re even still available.

For the December holidays:

• All reservation requests made after 11/15, will incur a $10 schedule rearranging fee.
• All reservation requests made after 12/1, will incur a $20 fee.
• All reservation requests made after 12/7, will incur a $40 fee, if we’re even still available.
• All reservation requests made after 12/14, will incur a $60 fee, if we’re even still available.

If any changes are made to your booking (adding/changing/removing 3 or more visits), the fee will apply according to when the changes are made.

PAYMENTS

Payments:  We accept personal checks, cash, or credit cards online through PayPal.  To pay by credit card, go to our website at www.appleadaypets.com and click on “Pay Now.”  This allows you to pay us directly online with your checking account or credit card.  You do not need to be a member of PayPal to use it.

Check/Cash:  Please make checks payable to Apple A Day.  A receipt is available upon request. We prefer not to receive cash for security purposes; however, you may do so if you choose.  There is a $20 service charge for each returned check.

Full Payment Required:  In order to spend more time with your pets and minimize paper work, our policy is that we don’t invoice. This is an industry standard practice. For new clients, payment in full is required anytime between our first consultation meeting and up to five days before our first scheduled visit with your pets. During the holidays, it’s due by two weeks before our first visit.

Future Services:  Payment for future services can be handled in different ways.

• either send us an email with your credit card information (credit card #, exp date, 3 digit security code on the back right side, billing address if different than home, name on card if different than yours. We can then securely keep your credit card on file for you so it’s one less thing for you to worry about. We will charge your card the day before a new pay period begins. You will receive a receipt from Paypal, the company we use to process credit cards.

• pay online through Paypal 

• either a check or cash (please put in an envelope) may be left in a noticeable place, usually the kitchen counter.

Whichever method works best for you, payment must be received by the time we make our first visit to your home.
 
Scheduled Visit Payment:  For regularly scheduled visits (dog walking, potty breaks, etc), payment is due either bi-weekly or once a month at the start of service.

Rates:  Rate information is subject to change any time without notice; however you can always find updated rate information on our website.

Additional Services:  Payment for additional services accrued during the visits is due immediately upon your return.  Please have plenty of food, litter, and other necessary supplies available to avoid additional charges.

CANCELLATIONS

• Cancellation Charge Schedule (off-peak times):
• 0-24 hours prior to any service: Payment for 1 day of service required
• 24+ hours prior to any service:  No penalties

• Early Arrivals Home from Trips: Contact us before our next visit is to begin, and the additional scheduled visits will get credited towards a future trip

• Cancellation for Regularly Scheduled Services:
• 0-3 hours prior to scheduled dog walks/potty breaks: Payment for visit required
• 3+ hours prior to visit: No charge for visit

• Cancellations during Holidays:
• 0-72 hours prior to any holiday service: Payment in full will be charged (if services scheduled exceeded 3 days, payment will only be required for 3 days of service)
• 72+ hours prior to any service: No penalties & leftover visits will be credited toward future trip

• There are no refunds if you return early from your trip, since we have already scheduled this time for you. However, we can either continue the job or issue a credit for future use. Credits are valid for one year from the date of issue.

VISITING TIMES

• We visit cats 1-2 times daily, and dogs 2-4 times daily.  We believe they need this interaction to be emotionally comfortable in your absence and since so many things could happen in 24 hours.

• Once daily cat visits are scheduled according to location, so they may be visited in the morning or afternoon.

• Twice daily visits are done between 6-11am and then 8-12 hours later.

-For dogs that either have access to the outside or use pee pads, our am visits are between 6am-10:30am & 8-12 hours later for the evening visit.

-If your pets regularly receive 2 daily visits from us and you plan on being out of town longer than 4-5 days, we recommend you add additional visits or lengthen visits to reduce your pets’ stress levels.

• Three times/day dog visits are between 6-9am, 12-3pm, and 7-10pm OR 6-9am, 4-6pm, and 8:30-10:30pm – completely up to you.

• Four times/day dog visits are between 6-8am, 11-1pm, 4-6pm, and 8:30-10:30pm

*We are more than happy to customize the visit window/time frame we see your pets for an additional fee of $5 per change. For example, if your cats must be seen in the morning, we can guarantee the visit to be between 6-11. If the visit must be between 6-9, there would be an additional $5 fee. Please let us know if you have any questions on this.

**If a visit must be extended because of accidents, extra tasks, etc, we will just deduct the extra time spent on our next visit.  However, if our last visit of the booking is extended, we will bill you for the extra time.

***During the times when we stay longer @ our visits just because we want to (& we do that a lot!!), there of course are no additional charges. Sometimes we have some extra time before we need to get to our next stop, so we'll stay longer with the pets, petting them, watching tv with them, go on a long walk, etc.

DOG WALKS

Leash-Friendly:  Dogs will always be on a leash (no exceptions) when walked (except in their own fenced in yard) and must be leash-friendly!  This is for their safety.

Extreme Weather:  We will not walk dogs during extreme weather conditions (temps below 30 or above 95, heavy rain, or ice storms).  We will take them out long enough to “relieve” themselves and spend the rest of the time inside petting and playing with them.

SPECIAL CIRCUMSTANCES

Weather Conditions:  If the roads are deemed un-drivable, we will ask you to call upon someone who lives close by (or we’ll call them) to care for your pets during that time. Please make sure they have a working copy of your key, and are aware of alarm codes and your pets’ routines.  If you live in an apartment, you/we may be able to call your emergency maintenance line to see if they will visit the pets.

Evacuation:  Pet Sitter is entrusted to use best judgment in caring for the client’s pets and home, but it is suggested that arrangements be made with someone to evacuate your pets in case of a disaster or weather related crisis.

Vet Care:  If your pet is ill or requires constant care, it might be best for your pet to stay at the vet.  Please check with your pet’s veterinarian first.

Non-Aggressive:  For safety reasons, we will ONLY care for non-aggressive cats and dogs.

PET SITTER ASSISTANTS

• We cannot guarantee the same pet sitter each time.
• Since we work morning, noon, & night, 365 days/year, there is often times going to be someone different making visits each time, but it will consistently be the same 3-4 people. Once you become an established client, you'll have the comfort of knowing we will always be available to you. Because there’s more than one of us, we also can accommodate last minute emergencies that arise as well.
• Our sitters have had thorough background checks, are insured and bonded, and are excellent representatives of our service, who check in with us on a consistent basis.
• You can read their bios and view their pictures on our website.
• Sitters will have all of the information they need to properly care for your pets and home.  They will always be introduced to the pets by one of us before caring for your pets.

If you prefer to meet them, please let us know and we can schedule a “get-reacquainted visit.”

• Wilted, dead or otherwise unhealthy plants.  Pet Sitter will work hard to follow your written directions as precisely as possible, but cannot be responsible if the results are not favorable.
• Damage to the home beyond the control of the Pet Sitter. This includes, but is not limited to leaks, electrical problems, and acts of nature.  In these situations, Pet Sitter will attempt to contact the customer and then the emergency contact before making a subjective decision on dealing with the problem.  All repairs and related fees (including emergency service time and coordination fees) will be paid by the client, or fully reimbursed to the Pet Sitter within 14 days.
• Damage to property of the client or others unless such damage is caused by the negligent act of Pet Sitter. Pet Sitter agrees to remain fully insured through PSA or a comparable entity, as well as bonded. The Pet Sitter accepts no responsibility for security of the premises or loss if other individuals have access to a client’s home, or if the home is not properly secured.
• Any loss or damage in the event a burglary or other crime that should occur while under this contract.  Pet Owner agrees to secure home prior to leaving the premises. Pet Sitter will re-secure the home to the best of its ability at the end of each visit.  While keys are in the possession of a Pet Sitter, they will be either on the Sitter’s physical person, or be properly stored in an undisclosed location.  Pet Sitter subscribes to insurance coverage through PSA for lost key lock replacements.

Pet Owner is responsible for:

• Pet-proofing house and yard, and the security fences/gates/latches.  Pet Sitter will not be responsible for the safety of any pets and will not be liable for the injury, disappearance, death, or fines of any pet with unsupervised access to the outdoors.
• Supplying the necessary, safe equipment/supplies needed for care of their pet(s), including but not limited to current vaccination tags, a leash, pooper-scoopers, litter boxes, cleaning supplies, medicines, pet food, and cat litter.  Pet Owner authorizes any purchases necessary for the satisfactory performance of duties.  Pet Owner agrees to be responsible for the payment of such items, as well as service fees for obtaining items, and will reimburse Pet Sitter within 14 days for all purchases made.
• All medical expenses and damages resulting from an injury to a Pet Sitter, or other persons, by the Pet.  Customer agrees to indemnify, hold harmless, and defend Pet Sitter, in the event of a claim by any person injured by the Pet.
• Notifying Pet Sitter when Client arrives back home, regardless of time, via e-mail, text message, or voice mail. Pet Sitter will continue services until receipt of notification. Client understands there will be a charge if Pet Sitter arrives to Client’s home and Client is there.
• Client agrees to notify Pet Sitter of any concerns within 24 hours of return.

Visitor Log:

• All other individuals that visit the home are requested to leave a log of their visit to avoid any confusion.

Applicable Pets:

• The terms of this document apply to all pets owned by the client, including any and all new pets that the customer obtains on or after the date this document was signed, at any and all locations the owner designates for service.

Client Waives Claims Against Pet Sitter:

• Pet Sitter agrees to provide services stated in this agreement in a reliable, caring and trustworthy manner.  In consideration of the services as an express condition thereof, the client expressly waives and relinquishes any and all claims against the company and its employees, except those arising from negligence. Claims of negligence that involve a hired Independent Contractor or Employee, hired by Apple A Day, will be the responsibility of the Independent Contractor or Employee, and the company they represent.  All hired Independent Contractors and Employees are required to carry liability insurance with optional coverage or bonding through a reputable company.

Right to Terminate Contract:

• Pet Sitter reserves the right to terminate this contract at any time if the Pet Sitter, in his/her sole discretion determines that Owner’s pet poses a danger to the health or safety of itself, other pets, other people, or the Pet Sitter. If concerns prohibit the Pet Sitter from caring for the pet, the Owner authorizes the pet to be placed in a kennel (or previously arranged locale), with all charges (including but not limited to transportation, kenneling, tranquilizing, treating, accessing, and liability) to be the responsibility of the Owner.

Term Changes:

• Client agrees to any future Pet Sitter term changes relayed verbally to the client, mailed or emailed in writing to the client, or posted on our website.

Future Services:
Client authorizes this contract to be valid approval for services so as to permit Pet Sitter to accept all future reservations and enter Client’s home without additional signed contracts or written authorizations.