Policy Briefing
(for full policies see contract at the bottom of the page)
Reservations
Reservations must be made at least 4 days in advance for returning customers and a minimum of 10 days in advance for new customers as a new client meeting needs to be set up, paperwork signed and filled out, and new keys picked up. We understand that this is not always possible and last minute needs can arise. We will always do our best to accommodate all new reservation requests.
Please try and book as far in advance as possible for all major holidays and for summer months (appointments accepted up to 8 months in advance).
INVOICES ARE SENT OUT 2-7 DAYS PRIOR TO THE START OF SERVICE. IF YOU DO NOT RECEIVE AN INVOICE EMAIL FROM KCC BEFORE YOU LEAVE, PLEASE CONTACT KCC DIRECTLY TO ENSURE THAT THE TRAVEL DATES ON FILE ARE CORRECT
Refunds/Cancellations
Major holidays (Thanksgiving, Christmas, New Years): Cancellations must be made 14 days in advance.
Minor holidays (Easter, Memorial Day, 4th of July, Labor Day): Cancellations must be made 7 days in advance.
Normal Pet sits: Cancellations must be made 72 hours in advance.
Dog Walks: Cancellations must be made 24 hours in advance.
Due to the fact that we turn away new reservations and book sitter availability based on the number of visits that need to be made during each given shift, we are not able to give credit for late departures or early arrivals. Once a reservation begins, all visits must be paid for in the total amount.
If you have cancelled care through email and have yet to hear back from KCC, please call/text directly to be sure that we received your email.
Key Policy
We require that all clients have at least 2 keys made just for our pet sitting services as this makes it much easier to book pet care without trying to figure out a key exchange option. We keep all of our keys secure in lock boxes and each client is assigned their own number so that addresses and keys are never together. If you would not like to leave your key with us there is a $20 key pickup/drop off/refiling fee.
Note: We cannot leave keys in homes on the last visit due to the chance of travelling difficulties and pets needing an additional unplanned visit.
**If you need to schedule just one time care for whatever reason, you must let KCC know in advance so that a temporary code can be assigned to your keys**
Payment
Payment is accepted in the form of cash, check, or credit card (Mastercard and Visa). Payment is expected before or at the start of service.
Credit card payments: card information must be entered into the online software, Time To Pet, prior to your leave, and your card will be charged at the beginning of service.
Pet Sits
Cats must receive AT LEAST one visit every 24 hours.
Indoor only dogs are required to have a minimum of 3 visits per day. Dogs that are outside during the day or who have outdoor access are required to have a minimum of 2 visits/day.
Please note that we have time blocks for pet sits and a certain visit time cannot be guaranteed. We schedule our pet sit visits geographically to decrease travelling costs so all pet sits have a 2-3 hour visit window.
Early AM Visits (before 9 AM) are reserved for dogs.
Late visits (after 7:30 PM) are reserved for dogs.
All pets on meds have priority. If a cat needs an early morning visit or a late visit due to a time sensitive medication please be sure to make this clear while reserving care so we can ensure that time slot is available.
Vaccinations
All animals must be vaccinated according to their veterinarians recommendation. Everyone must have an up to date Rabies Vaccination
Privacy Policy
Our clients privacy is very important to us. All keys are kept in secure lock boxes and paperwork containing home addresses and names are never connected to the house keys. All information collected via phone, email, first client meeting, and our online software, is to be used by Kelsey's Companion Care only. This includes, names, home addresses, email addresses, and credit card information. We do not disclose personal information of our clients or former clients to anyone outside of Kelsey's Companion Care staff.
Reservations must be made at least 4 days in advance for returning customers and a minimum of 10 days in advance for new customers as a new client meeting needs to be set up, paperwork signed and filled out, and new keys picked up. We understand that this is not always possible and last minute needs can arise. We will always do our best to accommodate all new reservation requests.
Please try and book as far in advance as possible for all major holidays and for summer months (appointments accepted up to 8 months in advance).
INVOICES ARE SENT OUT 2-7 DAYS PRIOR TO THE START OF SERVICE. IF YOU DO NOT RECEIVE AN INVOICE EMAIL FROM KCC BEFORE YOU LEAVE, PLEASE CONTACT KCC DIRECTLY TO ENSURE THAT THE TRAVEL DATES ON FILE ARE CORRECT
Refunds/Cancellations
Major holidays (Thanksgiving, Christmas, New Years): Cancellations must be made 14 days in advance.
Minor holidays (Easter, Memorial Day, 4th of July, Labor Day): Cancellations must be made 7 days in advance.
Normal Pet sits: Cancellations must be made 72 hours in advance.
Dog Walks: Cancellations must be made 24 hours in advance.
Due to the fact that we turn away new reservations and book sitter availability based on the number of visits that need to be made during each given shift, we are not able to give credit for late departures or early arrivals. Once a reservation begins, all visits must be paid for in the total amount.
If you have cancelled care through email and have yet to hear back from KCC, please call/text directly to be sure that we received your email.
Key Policy
We require that all clients have at least 2 keys made just for our pet sitting services as this makes it much easier to book pet care without trying to figure out a key exchange option. We keep all of our keys secure in lock boxes and each client is assigned their own number so that addresses and keys are never together. If you would not like to leave your key with us there is a $20 key pickup/drop off/refiling fee.
Note: We cannot leave keys in homes on the last visit due to the chance of travelling difficulties and pets needing an additional unplanned visit.
**If you need to schedule just one time care for whatever reason, you must let KCC know in advance so that a temporary code can be assigned to your keys**
Payment
Payment is accepted in the form of cash, check, or credit card (Mastercard and Visa). Payment is expected before or at the start of service.
Credit card payments: card information must be entered into the online software, Time To Pet, prior to your leave, and your card will be charged at the beginning of service.
Pet Sits
Cats must receive AT LEAST one visit every 24 hours.
Indoor only dogs are required to have a minimum of 3 visits per day. Dogs that are outside during the day or who have outdoor access are required to have a minimum of 2 visits/day.
Please note that we have time blocks for pet sits and a certain visit time cannot be guaranteed. We schedule our pet sit visits geographically to decrease travelling costs so all pet sits have a 2-3 hour visit window.
Early AM Visits (before 9 AM) are reserved for dogs.
Late visits (after 7:30 PM) are reserved for dogs.
All pets on meds have priority. If a cat needs an early morning visit or a late visit due to a time sensitive medication please be sure to make this clear while reserving care so we can ensure that time slot is available.
Vaccinations
All animals must be vaccinated according to their veterinarians recommendation. Everyone must have an up to date Rabies Vaccination
Privacy Policy
Our clients privacy is very important to us. All keys are kept in secure lock boxes and paperwork containing home addresses and names are never connected to the house keys. All information collected via phone, email, first client meeting, and our online software, is to be used by Kelsey's Companion Care only. This includes, names, home addresses, email addresses, and credit card information. We do not disclose personal information of our clients or former clients to anyone outside of Kelsey's Companion Care staff.
