Políticas de cuidado de mascotas de Heart and Hound

Policies & Service Information

We’re honored to care for your pets and your home. The following policies help ensure clear communication, smooth scheduling, and the highest level of care for everyone involved.

Payment & Due Dates

To reserve your dates and ensure availability:

Overnight Packages & Extended Drop-Ins (5+ Days)
Payment is due in full 5 days prior to your first scheduled service.

Regularly Scheduled Drop-Ins or Walks
Payment for the week’s services is due in full at the beginning of each week.

Timely payment allows us to dedicate our schedule fully to your pets.

Cancellations

We understand that plans sometimes change.

• Cancellations made 24 hours or more in advance will receive a 50% credit for services not rendered.

• Cancellations made with less than 24 hours notice are not eligible for credit.

• Credits are valid for 180 days from the original payment date.

• After three or more cancellations within any 365-day period, we reserve the right to withhold future credits.

Please note: We do not issue refunds for pet care services.

Third-Party Expenses

If an unexpected situation arises that requires us to pay for services on your behalf — such as:

• Veterinary medical care

• Pet supplies

• Locksmith services

—you agree to reimburse us promptly.

We will always make every reasonable attempt to contact you before incurring such expenses.

If reimbursement is not received within 24 hours, a 5% surcharge will be added. To avoid this fee, we recommend paying third-party vendors directly whenever possible.

Past Due Invoices

Reservations are confirmed once payment is received.

• If payment is not made by the agreed-upon time, the reservation will be cancelled.

• For services already rendered or expenses paid on your behalf, a $5 daily late fee will be added to overdue balances.

• If a balance remains unpaid after 30 days, we reserve the right to pursue legal action to recover the amount owed.

We truly appreciate prompt payment — it keeps everything running smoothly for everyone.

Pet & Household Supplies

To provide the best care possible, you are responsible for supplying all necessary pet and household items for the duration of your reservation. This may include:

• Food

• Medications and medical supplies

• Sturdy harness or collar

• Leash

• Appropriately sized crate

• Litter and waste bags

• Cleaning supplies (sprays, rags, paper towels)

• Vacuum, broom, and mop

If supplies run out during your reservation, we will attempt to contact you. If you are unreachable, we may purchase necessary items at your expense so your pet’s care is uninterrupted (see Third-Party Expenses above).

Vaccinations & Zoonotic Disease

For everyone’s safety:

• Your pet must be vaccinated for rabies as required by state law,
  or have a veterinarian-provided medical waiver.

You also confirm that your pet has no known zoonotic (transmittable) diseases. If you become aware of any such condition, you agree to notify us promptly and/or cancel services as appropriate.

Liability

While we take every precaution to provide safe and attentive care, you agree to release Heart and Hound Co. from liability for:

• Security breaches or criminal acts by third parties

• Mishaps that may occur while pets are unsupervised

• Damages beyond our control, including those caused by pets or third parties

This does not apply in cases of negligence or willful misconduct on our part.

Home Access, Privacy & Security

By booking services, you authorize us to enter your home as needed to care for your pets.

For everyone’s safety and clarity, you agree to inform us in advance if anyone else will be present on your property during your reservation, including:

• Housecleaners

• Landscapers

• Friends or family

• Maintenance workers

Failure to disclose this information may result in cancelled services or, in rare cases, police involvement if unexpected individuals are encountered.

You also confirm that:

• Security cameras are legally placed

• Cameras do not record restrooms, sleeping areas, or other areas where privacy is reasonably expected

For sitter safety, please ensure your property is properly secured before departure.

Veterinary Medical Care

If your pet experiences a medical emergency and you cannot be reached promptly, you authorize us to:

• Seek veterinary care at a facility of our choosing

• Approve treatment recommendations from the attending veterinarian

• Access your pet’s medical records from their regular veterinary clinic

You accept full responsibility for all related medical costs.

Your pet’s health and safety will always be our top priority.

Pet Photos

We love capturing sweet moments with your pets!

All photos taken during services remain the property of Heart and Hound Co. and may be used for:

• Social media

• Website content

• Marketing materials

(If you prefer your pet not be featured, just let us know — we’re happy to honor that.)