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Policies & Guidelines

BUSINESS HOURS 

  • Our Office hours are Monday-Friday from 9 am to 4 These are the only hours scheduling is done. The office is closed on weekends and all Federal holidays.
  • Our Pet Care Hours are 24/7.

MEET & GREET/CLIENT ONBOARDING SERVICE 

  • The Meet & Greet/Client Onboarding Service is required for all new clients prior to requesting services. While we can tentatively pencil in your dates, we must meet you and your pets and assess your needs before we commit to providing your pets’ care. Meet and greets are $30 and go towards the sitter for their time and gas. 

Visits

  • If the client is out of town, a minimum of two 30-minute visits a day; if dogs are crated, a minimum of three 30-minute visits a day is needed for the pet’s overall wellness.
  • Visit times: Please note visit times shall be completed within the requested ‘Time Block’ of services booked. We require a 1-hour window for visit times to start service, as schedules can be changed at the last minute or allow flexibility in the event your dog walker/sitter has an emergency.
  • Clients are required to pay the medical expenses of injuries caused by their pets. DTX Petswill provide proof of medical treatment.
  • Upon request, DTX Pets will provide reasonable plant maintenance; however, the client releases DTX Pets from liability in the event the plant becomes damaged.

RESERVATIONS 

It is best to plan 1-2 months in advance to obtain services on the desired dates. We tend to book quickly and in order to accommodate you and all our clients we ask you to book ASAP.  Your reservation is only confirmed when you have received a final invoice/confirmation via email. Please use the Time To Pet app to do so. Messages left will not be considered confirmations. 

Requirements for Reservation:

  • No less than 2 weeks notice for overnight stays
  • Multiple visits per day will need a 3-days notice for all drop-ins/walks
  • All holiday request need to be submitted at least 2 weeks in advance
  • New clients profile is required to be completed 72 hours prior to first visit

All requests that do not meet these requirements will be subject to unavailability or a rush fee will be applied at DTX Pets’ discretion.

OVERNIGHTS 

  • Overnight services are 9.5-hours (9:30 pm – 7 am) stays. You will receive a service report upon arrival and in the morning. The pet sitter will not stay overnight if there is another person in the home, with no exceptions.

EARLY RETURNS

  • Of course, we are happy to accommodate any reservation changes with adequate notice. If you are returning home early, we require 48 hours notice prior to the date you will be returning; otherwise, you will be charged the full amount of the original reservation.
  • Parking Fee: A fee may be added to the invoice for any service that requires us to pay for parking due to your location unless complimentary and/or visitor parking is available.

HOLIDAY RESERVATIONS 

  • Please understand the holidays are a very busy time for pet sitters and boarding facilities, and we get more service requests than we can handle. All holiday reservations are due at the time of booking and are non-refundable because we have turned down other reservations to maintain another. A $10 holiday fee for walks/drop-ins, $20 for overnight stays are applied to all visits that fall on the day before, day of, and day after all major holidays:
  • New Year’s Eve
  • New Year’s Day
  • Martin Luther King Jr weekend
  • Easter weekend
  • Memorial Day weekend
  • Independence Day
  • Labor Day weekend
  • Thanksgiving weekend
  • Christmas week (Dec 24-30)

PAYMENT ON FILE AUTHORIZATION

  • DTX Pets offers flexible payment options, including Credit/Debit and ACH payments, which can be entered and processed directly through our Time to Pet software system. All payment is due upon receiving confirmation of services, and that payment can be made using the Time to Pet App or Portal. Client authorizes DTX Pets to automatically charge my credit/debit or ACH payment method as payment for any invoices that are past due as outlined in the payment and cancellation policy.

PAYMENT AND CANCELLATION POLICY

DTX Pets requires a payment to be on file before requesting a consultation or services.

Your account will only be charged if falling within the outlines listed below.

To better service our customers and streamline our processes.

  • Same Day Reservations: Cancellations must be made by 12:00 pm on the day before service to not incur a cancellation fee. The cancellation fee is the full price of the service.
  • Walks, Drop-ins and Overnight: All Pet Sitting reservations may continue to require a 50% deposit to guarantee service. An invoice will be emailed to you immediately following your reservation confirmation. In the event your deposit has not been made within three days of your reservation being confirmed, we may charge your payment on file. Balances must be paid in full prior to the start of service.
  • Cancellations for Dog Walking: Cancellations must be made by 12:00 pm on the day before service to not incur a cancellation fee. The cancellation fee is the full price of the service.
  • Cancellations for Walks/Drop-ins: Cancellations must be made one week prior to the first day of service to receive a full refund on deposit. Any cancellations or changes to reservations made with less than one week of notice will NOT receive a deposit refund. Services canceled due to early returns must be given a 24-hour notice to receive a 50% refund for services that were not completed. Please note that this cancellation policy will now apply to non-holiday and holiday services.
  • Late Request Fee: Any service requested with less than 72 hours notice for start of service may incur a rush request fee of $10/visit for walks/drop-ins and $25/night for overnight services. 

Pet Safety

  • In the event the Pet Sitter determines a dog’s collar/leash/harness is not sufficient to maintain the dog’s safety or the safety of the Pet Sitter/Dog Walker, the Pet Sitter/Dog Walker will use his own collar/leash/harness. 
  • All dogs will be required to be on leashes during outdoor walks. All pets in our care must be on a leash while walking outside. There are no exceptions; even if the pet is trained off-leash, they must have a leash and collar properly secured and the handle in the walker’s hand. 
  • DTX Pets does not use retractable leashes; clients are required to provide a fixed link leash, either 4 feet or 6 feet long. Any other walking equipment will need to be provided by the client.
  • All pets must have proper identification tags. If your dog does not have a collar with an ID tag, DTX Pets may have one made and bill or charge the payment on file for the cost of the tag plus $10. 
  • All pets must be currently vaccinated for rabies, and records uploaded to the time to the pet client portal.
  • Cats and dogs left out in the yard or with access to a doggy door are considered free roaming. In the event of illness, injury, loss, or death, DTX Pets LLC. will not be held liable for these free-roaming pets.  It is strongly advised that all pets wear an ID tag with a contact number and remain in your home or confined for their own safety and welfare in your absence.  If your pet has a security microchip, please provide that information in your profile.

ANIMAL BEHAVIOR

  • Animals’ behavior can be unpredictable. DTX Pets LLC. does not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury to the client’s animals. Further, if a DTX Pets LLC. a pet care 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 DTX Pets LLC. pet care provider or by the animals.

CLEAN AND SAFE ENVIRONMENT 

  • Clients must provide a clean and safe environment for pets and pet caretakers. If we deem a client’s household unsafe to provide continued care, we reserve the right to refuse service.

Clients Property

  • DTX Pets is not responsible for any damage to the property of the client or others unless a negligent act of the Pet Sitter causes such damage. This includes any damage the pet may cause to the property in the absence of the pet sitter/dog walker. DTX Pets agrees to be fully insured. A certificate of coverage is available upon request.
  • DTX Pets accepts no responsibility for the security of the premises, damages, or loss if other individuals have access to a client’s home or if the home is not properly secured. DTX Pets will be notified prior to the service period of any other individuals who visit the home.
  • The pet owner is responsible for pet-proofing the house and yard and securing fences, gates, and latches. DTX Pets 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. 

INCLEMENT WEATHER

  • Primarily severe storms, snow/ice conditions, etc. You will entrust DTX Pets LLC. to use its best judgment in caring for your pets(s) and home if we are servicing you at the time of inclement weather. DTX Pets LLC. will try to carry out your instructions to the best of the company’s ability. Our first concern is the care we provide to our customers’ pets and their safety. The inclement weather plan will be as follows: Every effort will be made to drive to your home; the service schedule may be changed, interrupted, or altered due to circumstances. If driving safely to your home is impossible, you or your emergency contact will be notified. If raining, we will reach out to you to determine a new time or cancelation (no one wants a wet dog). 

ACCIDENT CLEAN-UP

DTX Pets LLC. will properly dispose of pet waste and do our best to clean up any accidents your pet may have. DTX Pets is not responsible for carpet/flooring stains created by your pet(s). We request that you provide plastic bags, towels, cleaning products, paper towels, and trash bags and indicate where you would like them disposed of waste. 

DOGGY HOUSEHOLDS

  • To ensure the health and wellness of our families who have dogs, if your dog does not have access to a doggy door, doggy run, or an area to relieve themselves, 2-3 visits per day are required (excluding service start and end date). This could include an overnight + 1 midday visit. Making your dog hold it for extended amounts of time can cause a UTI, and we would hate for that to happen when we can be there to let them out for a potty break. This also goes for pets who are crated between visits. No pet should be locked up for more than 5 hours at a time.

DELIVERY FEES

  • There will be a $30 per hour delivery fee if DTX Pets LLC. needs to pick up supplies for your pet.  Please remember to leave adequate (or more!) food, litter, leashes, etc., for your pet’s needs. 

Permission of Photography

  • Client agrees to allow pictures of their pets to be taken and gives permission for DTX Pets to use them for marketing purposes. The pictures will only be of the pets, and no security breach will be at risk. 

Service and Care

  • Client authorizes DTX Pets to arrange for a back-up pet sitter, who is bonded and insured by DTX Pets, to take over duties if deemed necessary by DTX Pets. DTX Pets will advise clients of the change as soon as possible.
  • DTX Pets agrees to provide services 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. 

Key Release

  • DTX Pets will no longer keep keys on file. We recommend using a lockbox to keep your key safe for our services. If you wish, the pet sitter will remove the lockbox on the first visit and put it back on the last visit. We can provide a lockbox for a $30 fee. DTX Pets will not accept keys left under mats or inside the house. The owner can provide keys at the meet and greet, or the pet sitter can pick them up at a $30 flat rate. Lockboxes shall remain for the use and access of DTX Pets and Client only; no other agency shall be allowed access.

In the event the client lives in an establishment (apartment, condo, hotel) with a concierge/front desk, the client agrees to leave a personal key with the concierge and give a member of DTX Pets full access to the home and establishment. 

Privacy to all members of DTX Pets

  • Client agrees to not request private information such as phone numbers from sitters and/or walkers. Client communication shall be through all of Time to Pet’s access points via Client portal, DTX Pets website, Time to Pet Client App, or company phone number. This will keep DTX Pets abreast of all client needs and emergencies. 

CONFIDENTIALITY 

  • We recognize that your privacy is important to you and your family.  We will not, at any time, either directly or indirectly, use any information for our benefit, disclose, or communicate, in any manner, any information to any third party. We will also not divulge the dates or nature of your travel or relationship with DTX Pets LLC. without your written permission. 

SERVICE AGREEMENT

This Service Agreement is entered by and between the undersigned Client (Client,Owner, Pet Owner and Customer) and DTX Pets, LLC. (DTX Pets, LLC and its agents, affiliates, contractors, representatives, assistants, and/or associates herein referred to as DTX Pets or Pet Sitter/Dog Walker). In order to ensure DTX Pets can provide its Services efficiently and successfully, all clients are provided with this Agreement to review and sign. This Agreement becomes effective on the date that you have signed it electronically and will remain in effect unless terminated by either you or the Company as described below. 

This document was generated on April 4th, 2024