Policies
In order to provide the absolute best service for you and your pets, we have established the following policies.
Consultation/Meet and Greet
A “Meet and Greet” Consultation in your home is required and scheduled at least 48 hours before your departure. The goal of this meeting is to meet your pet(s) and review all your home and pet routines. During this time, the Client and Pet Profiles, Service Agreement, and Policies will be reviewed. It is important that the client fills out their profile completely prior to the meeting. Two copies of your house key must be provided with payment in full. If a second consultation is requested for any reason after the initial, we would be happy to come by and there will be a full visit charge.
Reservations
All reservations and cancellations are to be made directly with the Kitty Love Pet Sitting office without exception. Our sitters expect our clients to schedule service through the office while they are busy providing exceptional service to pets. Reservations and cancellations made with the pet sitter without notice provided to the office are considered null and void and are not guaranteed bonding, insurance coverage or extra charge avoidance.
Scheduling Services
Planning Ahead
Please schedule service as far in advance as possible. Our exceptional pet sitters remain busy especially at holiday time. Scheduling is done on a first come first serve basis. We will, however, always try to accommodate your needs. If reservations are not confirmed 48 hours in advance, we may not be able to provide service during peak holiday times.
Making Reservations
Clients must use the online system to book their reservations. Reservations must be made a minimum of 48 hours (2 business days) prior to the time of service to receive approval. If a service is needed in less than 48 hours, please email to schedule services.
Same Day Service Requests
Kitty Love Pet Sitting does not offer on-demand service, but we make every effort to meet the needs of all our clients and their pets if possible. All services booked within 24 hours are subject to a $10 late booking service charge. All service requests booked in less than 24 hours, after hours, on holidays or on weekends are subject to a $20 late booking service charge.
Confirmations
Confirmation of your reservations from Kitty Love Pet Sitting will always be provided to you via email. If you have not received an email confirmation, your reservation may not be secured, so please call us before you leave town.
Cancellations
In order to best serve our clients, the strict cancellation policy is as follows. For early return and cancellation of service (for non-holiday reservations), a 24-hour notice is required with exception of emergencies or Client will be charged the rate of one visit. After cancellation fees, any remaining balance will be applied to future pet sitting visits only (no refunds will be given).
Holidays – Fees & Cancellations
Holidays are our busiest times and we recommend that you book in advance! All reservations for Thanksgiving, Christmas and New Year’s must be paid in full at booking.
Holiday Fees
Holiday visits are an additional $10 per visit on the following holidays:
2023 Holidays
- New Year’s Day
- Easter
- Mother’s Day
- Memorial weekend Fri-Mon
- Father’s Day
- July 2-6
- Labor Day weekend Fri-Mon
- Thanksgiving week Tues-Sun
- Christmas holiday – Dec 22-31
These fees are to thank our sitters who are willing to work and give up their own family holidays to care for our special kitty clients.
Holiday Payments and Cancellations
With the exception of *verifiable emergencies, holiday cancellations made two weeks prior to the first visit will be credited at 50% for the entire schedule to be used for future services. Holiday cancellations made one week prior to the first visit will be credited at 25% for the entire schedule to be used for future services. Holiday cancellations made less than one week from the first visit are non-refundable. No credits will be given for early returns during holiday periods. *verifiable emergencies include extreme weather, life threatening emergencies, death in the family and changes in travel arrangements not within control of the client.
Payments
Payments for sitting services are to be paid in full at the time of booking or on the first day that service begins. If payment is not received at the time of service, a $25 late fee may be added to your invoice. We accept check or Venmo/Zelle There will be a $35 charge for all returned checks.
If your trip is shortened and paid for the full amount, we will credit your account for the unused dollar amount for future use. Unfortunately, we are unable to refund.
Gratuities
Although not required, gratuities and kind gestures are certainly appreciated for excellent service. Please write a separate check in the Pet Sitter’s name or leave cash with a note for your sitter. If added to your credit card payment, we will pass the surplus along to your sitter with your compliments.
Pet Visits
Visiting Hours
Unless special arrangements are made, all visits are scheduled between 8:00am and 8:00pm during a specified time block. If you require a specific time due to medications or other issues we will do our best to accommodate these needs.
Early Morning or Late Night Visits
Visits before 8:00am or after 8:00pm are subject to an additional $5 per visit fee.
Pet Care
Minimum Visit
All cats will be visited no less than once every 24 hours. No exceptions will be made. This is for the health of your fur-baby.
Pet Health Updates
Please inform us as to any changes in the care or medical needs of your pet so that we may provide the best possible care. We must be advised of any contagious illnesses prior to service to ensure the safety of all pets in our care.
Pet Safety
Kitty Love Pet Sitting will not be held liable for free roaming outdoor pet(s) in the event of injury, illness, loss or death. For their safety, it is advised that free roaming outdoor pet(s) remain inside the client’s home during their absence. It is the sole responsibility of the client to pet proof any areas of the home and property accessed by their pet(s).
Pet Supplies
Ample food and pet care supplies (litter, etc.) must be available in your home for your pet(s) during your services. If food and/or supplies are depleted, a shopping charge of $25 per half hour plus the actual cost of any food or supplies purchased will be billed to your account. We make every effort to obtain same/similar food and/or supply brands, but may not always be possible.
Aggressive and Unfamiliar Pets
Unfortunately due to liabilities, we are not able to care for pet(s) with aggression issues.
We cannot agree to visits pets we have not met in advance.
Medicated Pets
If your pet is on medication, it is mandatory that medications are reviewed/confirmed at each requested service.
Home Care
Access – Alarms, Locks, and Gates
If you have made any lock or alarm code changes since your last booking, it is critical that you notify us of these changes. If you live in an electronic gated community, you must provide a gate card, remote or appropriate access codes.
Clean-up/Damage Policies
The Kitty Love Pet Sitting Pet Sitter will make every attempt to monitor accidents or damage by the pet(s) within the client’s home. We’ll always do our best to keep things tidy when providing services including properly disposing of pet waste and cleaning basic pet messes that occur while we’re caring for your pet(s). Please understand that we cannot take responsibility for flooring/carpet/property damage caused by pets.
Trespassers/Care “Sharing”
For the safety of your four-legged loved ones and home, no other person should be permitted in your home during the service period. No other person is permitted to care for your pets during the service period. Failure to comply will result in a breach of contract. (This is due to insurance reasons.)
Kitty Love Pet Sitting is not responsible for any events that occur while 3rd parties are allowed in the client’s home during their absence. Kitty Love Pet Sitting is not liable and is completely indemnified for any and all liability stemming from the act(s) or failure to act of 3rd parties, whether known or unknown. Should a problem arise there is no guarantee of bonding and insurance coverage.
Keys
Two working copies of your house keys must be provided at time of your consultation. If two copies are not provided, Kitty Love Pet Sitting reserves the right to make a copy of the key at Client’s expense. The original key will be with the primary pet sitter and the copy will be locked in the office so a backup sitter, if needed, will always have access. We prefer to keep your keys on file for seamless future services.
Should keys become unusable, lock malfunction, Client fails to leave a key or for any other reasons beyond Pet Sitter’s control, Kitty Love Pet Sitting and Pet Sitters have authorization to employ the services of a locksmith to gain entry into a Client’s home on Client’s behalf. Client will be responsible for all expenses incurred and reimburse Kitty Love Pet Sitting upon return.
Key Return
No keys will be hidden outside, locked in homes on last visits, or left with parties outside of the service contract. If keys must be returned after services client agrees to obtain his/her keys in one of the following three ways; (1) Client may make a scheduled appointment to pick up the keys in exchange for a signed Key Release Form; (2) Client may make a written/emailed request his/her keys to be sent via regular mail to a specified address and remit a $10 fee for shipping/handling; (3) Client may schedule an appointment for delivery of his/her keys in person after Client remits a signed Key Release Form and delivery fee of $15 paid by the Client. Please note if keys are not left on file with us and you schedule future services, there is a charge of $25 to pick up your keys and re-test them (keys must be re-tested after leaving our possession to ensure usability).
Emergencies
Emergency Veterinary Care
In the event of pet illness or other medical emergency and specified vet is unavailable, pet will be taken to closest Vet or Emergency Care. Client understands and agrees that attempts will be made to contact them in case of emergency and if Client is unreachable, Pet Sitter has permission to authorize any care that the vet deems necessary for pet’s health, safety and survival. Client agrees to reimburse Kitty Love Pet Sitting for any additional fees and all costs relating to vet care during their absence, which may include x-rays, blood work, surgery and/or other expensive procedures, as well as an emergency medical transport fee of $35 ($50 on holidays). It is preferred you make arrangements with your vet to pay them directly.
Emergency Contacts
Please provide Kitty Love Pet Sitting with as much contact information before you leave town so that we are able to reach you. Remember that cell phones do not work everywhere, so we prefer to have an alternate way to contact you in case of an emergency. Emergency contact information must be kept current, and emergency contact person must be able to access your home. We encourage all clients to appoint the nearest neighbor as an emergency contact in such circumstances and provide them access to your home.
Inclement Weather
Your pet(s) health and safety are our first concern and every effort will be made to complete scheduled services; however, if a Kitty Love Pet Sitting Pet Sitter is unable to safely drive to the client’s home, visits may be delayed. We encourage a backup plan to be in place to ensure your pet(s) are cared for under these circumstances by appointing a neighbor as an emergency contact as a contingency to assist with the care of the client’s pet(s). Kitty Love Pet Sitting will refer to the emergency contact information provided at the Meet and Greet.
Service Fees and Charges
Kitty Love Pet Sitting reserves the right to bill at $25 per half hour or any portion thereof ($45 on holidays), for additional time spent over a regular visit that is necessary for the care of Client’s pet(s) and home. This includes service and time for the following, but not limited to: all veterinary trips; pet illness; excessive clean-up resulting from pet incontinence, accidents or frequent vomiting; complications administering medications; obtaining pet food, medication or supplies; wait time for emergency home repair; search for pet(s) that escaped confinement. Client will be held responsible for all expenses incurred and reimburse Kitty Love Pet Sitting upon return.
Substituting Pet Sitters
Kitty Love Pet Sitting will provide backup sitters to fulfill assignment responsibilities in case your primary sitter becomes unavailable. It is always our goal to maintain consistency when caring for your pet, but in the event your usual pet sitter is unavailable due to scheduling conflict, a suitable match will be provided. We will make every effort to advise you in advance, but there may be circumstances where a backup sitter needs to be used at the last minute before you have a chance to meet that sitter.
Photo Gallery
Our online photo gallery and social media pages feature pets that have become part of the Kitty Love Pet Sitting family. Most of us like to show off our fur kids, but it’s certainly optional. If you prefer to opt out of our online galleries, please notify us in writing. However, it’s our policy to take photos of your pet(s) for insurance purposes and good record keeping.
Returning Home
Regardless of time, please notify Kitty Love Pet Sitting as soon as you return home, as this is of the utmost importance. We need to know that you have arrived home safely and that your pet is back in your care. If you have not contacted us by the next scheduled visit, we will try to contact you. If you cannot be reached, we will make an EMERGENCY VISIT to your home in the best interest of your pet and you will be charged for the visit.
Policies are subject to change without notice; if you don’t see something listed, let us know!
Kitty Love Pet Sitting is a professional in-home pet care service exclusively for CATS!
We would be elated to be your preferred cat sitter in the Smyrna / Vinings, Ga and surrounding areas.