Policies & Terms of Service

COMPANY POLICIES (Updated July 2020)

There are no exceptions to our cancellation policies. Once a team member is scheduled for care with a client, they can no longer be considered for any other pet care services that would occur at that same time. We never double book clients. Should a client cancel care, that scheduled team member has lost the possibility of working, and would lose expected income. Therefore, clients are to adhere to all cancellations policies, as team members are still paid for their original confirmed care schedule.

  • Non - Holiday Daily Visit Cancellation:

    • 24 or fewer hours notice for cancellation: Client is responsible for paying 100% of the confirmed scheduled 30, 45 or 60 minute Daily Visit.

  • Non - Holiday In Client Home Pet Sitting Cancellation. This includes partial and full cancellation dates:

    • For five or fewer days notice for cancellation: Client is responsible for paying 50% of the confirmed scheduled pet care. 

    • For 48 hours or less notice for cancellation: Client is responsible for paying 100% of confirmed scheduled pet care.

  • Early Return to Home or Late Departure From Home

    • Clients returning home early or departing later than the confirmed scheduled pet care are responsible for paying 100% of the original confirmed pet care dates. No amount of payment will be refunded or credited to Client for early returns home or late departures from home after reservation dates have been agreed upon.

  • Deposit Required to Reserve More Than 7 Days of In Client Home Pet Sitting Care or Daily Visits: When reserving more than seven days of care, a deposit of $150.00 is required. When reserving more than two weeks of care, a deposit of $250.00. This deposit will be deducted from your final invoice. This deposit is non-refundable.

Same Day Service Request Fee

  • Daily Visits: For same day service or requests received after 6:00PM for the following day, a $6 fee will be applied per each visit.

  • In Client Home Pet Sitting: For same day service or requests received after 6:00PM for the following day, a $25 fee will be applied.

 

HOLIDAY CANCELLATION POLICY & TERMS OF SERVICE

Deposit Required to Reserve Care Over the Holidays 

Deposits will be deducted from your final invoice. This deposit is non-refundable.

  • When booking Daily Visits or In Client Home Pet Sitting on any of the recognized days listed below, a reservation deposit is required. A $60 deposit to reserve Daily Visit care is due to at the time of booking. A $100 deposit per each holiday is due to reserve In Client Home Pet Sitting care is due at the time of booking.  Your deposit will be deducted from your final invoice. This deposit is non-refundable.

 

During Daily Visits or Pet Sitting over the week of and on Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day and the week of Boulder Valley School District Spring Break, the Colorado Pet Companion cancellation policy is as follows. This includes partial and full cancellation dates.

  • 30 or fewer days notice for cancellation prior to confirmed scheduled pet care: 50% payment of the confirmed scheduled pet care is required.

  • 48 or fewer hours notice for cancellation prior to confirmed scheduled pet care: 100% payment of the confirmed scheduled pet care is required.

 

During Daily Visits or Pet Sitting over the week of and on MLK Day, Presidents' Day, Valentine’s Day, Easter, and Columbus Day the Colorado Pet Companion cancellation policy is as follows. This includes partial and full cancellation dates.

  • 14 or fewer days notice for cancellation prior to confirmed scheduled pet care: 50% payment of the confirmed scheduled pet care is required.

  • 48 or fewer hours notice for cancellation prior to confirmed scheduled pet care: 100% payment of the confirmed scheduled pet care is required.

 

Holiday Service Fee

The following holiday policy fees will be applied on all holidays mentioned above. These rates cover compensation for team members sacrificing time with friends and family to take care of your cherished furry loved ones.

  • $10 per each Daily Visit

  • $30 added on holiday for In Client Home Pet Sitting Services

Due to the high demand of care requests during the holidays, these are the busiest days for the CPC team throughout the year.  Our cancellation policy has been put in place so that Colorado Pet Companion can serve our clients in the most efficient and effective manner possible.  Team members sacrifice going away and enjoying vacation during these periods so that we can be there for our clients.

General Policies, Terms of Service and Procedures

Client Service Agreement

This agreement is a signed document for pet sitting and dog walking services made between the Client and Colorado Pet Companion. All clients must review our policies, terms of service, and procedures. Clients must sign and date the Client Service Agreement prior to care. By signing this document, clients are adhering to all of our policies. 

Client Intake Form

We will provide each Client with a Client Intake Form. This intake form covers all pet and home care. Fill out this form prior to the initial meet and greet. This document will be reviewed at the initial meet and greet with the assigned pet sitter. This document will be stored in our records to be referred to for all future services.

Meet and Greets

A meet and greet is conducted for all new clients prior to the start of service. This consult allows us to become familiar with you and your pets, as well as to set up your customized pet care services.  This meeting enables us to:

 

  • Meet you and your pets

  • Review the Client Intake Form and Service Agreement

  • Discuss detailed information with regard to caring for your pet/s and your home

  • Discuss payment arrangements – Payment in full is due on the first day of care. Client will receive a final invoice via email.

  • Arrange your requested schedule and services needed

  • Determine if our services are a good fit

  • Exchange of house key - required

  • Answer client questions

House Key – Way of Entry

A key to the client’s home will be excahnged during the initial consultation. A key is requested in addition to keyless entry methods in case the power goes out or the batteries should fail (this happens all the time!). It is suggested that the client allow us to retain the key safely in our possession in a secured lock box for future pet sitting needs.  If it is requested that the key be returned to client, it will be left inside the locked secured home when we leave the premises (after scheduled care is complete) or it will be sent certified mail.  Since we do not have a storefront, for the privacy & security of our own homes, we do not allow pet owners to come to us to pick up or drop off keys.  There will be a $10 service charge for each time we have to make a trip to client’s home to pick up the key. There will be a $10 service charge for the cost of returning keys via certified mail.

How Soon in Advance Should You Make A Daily Visit or In Client Home Pet Sitting Request?

To ensure availability, it is suggested that you request services as soon as you are aware that you need care.  Holidays are always guaranteed to become fully booked.

Scheduling Requests, Cancellations, Scheduled Care Changes

All scheduling must be completed through the main Colorado Pet Companion email addresses. Please send all requests, cancellations and inquiries directly to ColoradoPetCompanion@gmail.com OR info@ColoradoPetCompanion.com. You can expect a response within 24 hours.  All team members have been instructed to refer clients to the main Colorado Pet Companion email addresses above for any changes, additions, or cancellations you may have. Please do not send requests via text.

Last Minute Scheduling Requests

Last minute emergencies and business trips do happen and we will do our very best to accommodate any last minute requests. However, we cannot guarantee services without sufficient notice.  See Same Day Service Fee above.

 

Time Block Scheduling

We offer several conveniently scheduled time blocks to accommodate your busy work schedule and vacation needs. We cannot guarantee that we are going to arrive at a specific time. However, we do guarantee that we will arrive within one hour of the time you requested. A note will be added to your requested visit notifying your walker or sitter of the time you prefer. Exceptions will only be made for pets with time-sensitive medical needs.

 

Payment

Payment in full is due on the first day of care. Cash, Venmo payment, or check, made out to Colorado Pet Companion is accepted. Please leave payment for the assigned team member to deliver to the Colorado Pet Companion office.  Returned Check Charges: There is a $35 fee for all returned checks.

 

Inclement Weather Policy

We strive to create a safe and healthy environment for your pets and our staff. In the event of extreme temperatures and/or hazardous weather conditions, your Colorado Pet Companion will be directed to provide a potty break and spend the remainder of the visit playing with your pet indoors. If your pet has heat or cold sensitivities beyond breed standards please inform us immediately. Clients will be contacted prior to scheduled care in the event of unsafe driving conditions. Walks may be shortened and possibly cancelled at CPC’s discretion due to: Boulder Valley School District school closure, temperatures fall below 20 degrees or are higher than 85 degrees, heavy rains, lightning, high winds, or heavy snow fall.

 

Snow Removal

Colorado Pet Companion does not provide snow removal services. The assigned pet sitter will clear a minimal amount of snow to gain access to and from the house.  In the event you are away and a significant snowfall occurs, we ask that you please make arrangements to have your entrance, driveway, and sidewalk cleared of any snow. 

 

Poop Pick Up & Lawn Care

You can count on the assigned pet sitter to clean up after your pet throughout his or her stay.  It is expected upon arrival that the yard is to be free of any pet waste

 

Aggressive Behavior

If a pet has a history of biting, aggressive tendencies towards unfamiliar faces, or any other aggressive behaviors towards humans or other animals, Colorado Pet Companion reserves the right to refuse service. Bites must be reported to the local authorities as required by law. The owner will be liable for the medical care expenses and damages that result from any aggressive behavior.

 

History of Escaping

Prior to care, if a pet has a history of escaping out the front door, out of the yard, from any fenced in areas, or while being walked on leash, Colorado Pet Companion reserves the right to refuse service. 

 

Outdoor Pet Policy

We do not provide services to dogs who permanently live or are housed outdoors. Any dogs with outdoor access via a doggie door must have tags or be micro chipped.

 

On Leash Policy

All dogs will be required to be on leash during outdoor walks. We do not provide off leash adventures and we avoid off leash trails and private off leash parks. At Colorado Pet Companion, we have a strict on leash policy. Regardless if your pup is dog friendly or not, we will not permit your pup to interact with any other dogs. Team members always steer clear of other animals while on walks by stepping off the sidewalk or path or turning around in the other direction. If dogs that are off leash approach, we will do our best to keep interaction at a minimum and move away from them calmly and quickly.  We will not allow your pet to interact with any other humans while in our care. We will make every effort to keep your pet safe and the best way to do so is to keep a safe distance. We cannot predict others behaviors or your pets reactions to their behaviors. We find this is the best solution is to avoid any possible conflicts.

 

Leashes, Harnesses & Collars

Please provide the Colorado Pet Companion team member with appropriate leashes, harnesses and collars to walk your dog. Short nylon kennel leads will not be accepted as a way to walk any dogs.

Dog Park & Transportation Policy

Colorado Pet Companion does not provide visits to dog parks or transportation services. Keeping your pet safe is our number one concern. Since there are so many factors in a dog park that are out of our control, we do not take any pets under our care to dog parks.  We do not provide transportation services for pets. There are many potential liabilities that could result from providing transportation services. Of course, in the event of an emergency, we will waive this policy and make sure pets arrive safely to whichever destination is necessary.

Dog Park & Transportation Policy

Colorado Pet Companion does not provide visits to dog parks or transportation services. Keeping your pet safe is our number one concern. Since there are so many factors in a dog park that are out of our control, we do not take any pets under our care to dog parks. We do not provide transportation services for pets. There are many potential liabilities that could result from providing transportation services. Of course, in the event of an emergency, we will waive this policy and make sure pets arrive safely to whichever destination is necessary.

Cat Care Policy

We do not allow cats to go outside of the client's home while under our care. This is to ensure the safety and health of your cat.  

Puppy Care Policy

We know that getting a cute new puppy requires a lot of attention and we are here to help! Puppies need to go potty at least as often as how many months they are old. Meaning a 2 month old puppy must go out every 2 hours. That can be a lot of work for anyone to manage, so let us help! For puppies under 6 months old, we are happy to provide 30, 45 or 60 minute Daily Visits throughout each day. These visits can include playtime, potty breaks, snuggles, training reinforcement, and feedings. Due to scheduling conflicts, we do not provide In Client Home Pet Sitting for puppies under 6 months old.

 

Daily Visit Policy

For the health and well being of dogs in our care, Colorado Pet Companion will not accept any requests under a minimum of two 30 minute visits with in a 24 hour frame. This is specifically applied when the client plans to be away for more than 12 hours and is leaving the dog alone for consecutive days.

 

Backup Care Providers

We value high quality and stable, reliable relationships with our clients and their pets. We do our best to assign the same team member every time, but we cannot guarantee availability. Life is unpredictable. People get sick, cars won’t start, family emergencies occur. If your regular team member is unavailable, you will be provided a backup team member. Whenever possible, we will give you enough notice so that you can set up a time to meet them if you desire to do so.  All of our team members are extensively interviewed and trained to guarantee the safety of both your home and your pets.

 

Household Emergencies

Please leave the name and number of a trusted maintenance company or a person you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and HVAC units. Please discuss any on going household oddities at the initial meet and greet.

 

Thermostat

Please leave your thermostat settings within a normal comfortable range (65-75F). If the house temperature is outside of this range, Colorado Pet Companion will adjust the thermostat. This is to ensure the health and comfort of your pets and Colorado Pet Companion staff during our time of service.

 

Visitors, Roommates, Job Sharing and Maintenance Worker Policy

Due to several safety and liability issues, Colorado Pet Companion reserves the right to turn down care at any time if other individuals, including roommates, friends or family members, are residing in or entering the home during scheduled care. This includes cleaning services, as well as interior and exterior maintenance workers and landscapers. There are too many variables for home and pet care to become compromised when individuals, other than a Colorado Pet Companion team member, are coming and going from a client's home during care. This policy is put in place for the safety of our pet sitters and your pets. Colorado Pet Companion does not accept liability or take responsibility for others who may be in your home prior to, during, or immediately after our services have been rendered. We must be notified prior to scheduled care if any visitors are scheduled to enter your home or reside within your home during requested care.  Please provide the names and phone numbers of any and all persons not affiliated with Colorado Pet Companion that may be entering the home in your absence or may be parking in your driveway while you are away. Any and all unexpected vehicles or people will result in a phone call to the police.

No Guest Policy

Colorado Pet Companion team members strictly adhere to our No Guest policy. Other than CPC management and qualified team members, no other guests, friends, or family of the assigned team member will ever enter your home.

 

Privacy Policy

All of your information will be kept private and confidential. Colorado Pet Companion highly respects our clients entrusting us with the care of their home and their pets. We do recommend that you inform a trusted neighbor, friend, your alarm company or local police department that, while you are away, Colorado Pet Companion will be caring for your pets and your home.

Changes To Terms

Colorado Pet Companion may, at any time, for any reason and without notice, make changes to (i) this Website, including its look, feel, format, and content, as well as (ii) the services as described in this Website, and (iii) the policies and terms of the company. Any modifications will take effect when posted to the Website.  By your continuing use of our services and the Website after changes are posted, you will be deemed to have accepted such changes.

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