Policies

TYPES OF PETS
We care for most such as dogs, cats, rabbits, hamsters, guinea pigs, ferrets, birds, fish and small reptiles. If you have a pet not mentioned here or a questionable type of pet, we may or may not be able to care for it. Contact us to inquire about your pet.

Initial Meet and Greet: (Required prior to start any service)
30 minutes complimentary meet and greet 

It is best to plan at least a couple of weeks in advance in order to obtain services on the dates you desire.  An in-person New Client Meeting IS REQUIRED prior to making reservations for all new clients. We must meet you and your pet(s) and assess your needs before we can make a commitment to providing your pet’s care. During this initial meeting, we will review pet care instructions and ensure your online account is complete. At our in-person meeting, we will review where things are in the home and add any other information that is missing. The first new client meeting is complimentary. We cannot guarantee the same TLC agent for every pet visit request. Additional meetings in person will incur an additional fee. New client meetings requested with less than 3 days notice are subject to an emergency registration fee that includes your meet and greet. 

Please call our office to get started with your paper work for the Meet and Greet. Once you have register with TLC a sitter will call you to set up your meet and Greet.  Please give our office at least 5 business (non holiday) 10 business day (holiday visits) notice before you’d like service to start services.  Last minute reservations are subject to a late booking fee.  This gives our sitters enough time to meet with you and your pets before we provide service for you.

COMMUNICATION
TLC office manages all client’s accounts, scheduling, cancellations and payment.TLC sitters care for your pets in your home and will keep in touch with you while you are away via phone, text, notes at home,email or your account online.

SCHEDULING
To schedule service, call TLC at 480-608-5885 or fill out the ​Current Client Request form ​on our website.

To ensure sitter availability, please give us a minimum of 2 weeks’ notice for scheduling non-holiday service and a minimum of 4 weeks’ notice for scheduling holiday service. We schedule services 3-6 months in advance.

We understand last minute changes occur, so feel free to call if an unexpected need arises, and we will make every attempt to accommodate your needs.

Be sure that your voicemail or email requests have been confirmed by TLC! We will send you and email invoice with the due date in the subject line. This ensures that we won’t miss your message and your pets will receive their required care. You can also always visit your online account to see your scheduled visits by selecting the specific date range you will be gone.

All rates may be subject to change, ask TLC for a quote of current rates. In the event that you need to cancel your scheduled services, please refer to the guidelines below.

CANCELLATIONS

Cancellations for any TLC service may be made in advance of your scheduled service. For complete details, please see your service agreement.

There will be NO refunds once service begins.

Refunds shall be applied for cancellations received in writing and confirmed by the TLC OFFICE – NOT your TLC sitter.

Non-Holiday Daily Vacation Visit Cancellations

Clients must immediately notify TLC in writing in the event of a cancellation or an early return (once service has begun) prior to the first visit. Refunds will be issued as follows if the fees have already been paid by the Client:

• If at least seven (7) days notice prior to the first visit is given in writing and confirmed by the TLC office, TLC will refund or apply a credit to your account of 50% of the fees already paid by the Client.
• If at least five (5) days’ notice prior to the first visit is given in writing and confirmed by the TLC office, TLC will refund or apply a credit to your account for 25% of the fees already paid by the Client.
• If less than two (2) business days’ notice prior to the first visit is given, no refund will be issued, and in the event that payment has not yet been made, TLC will bill the Client.

Holiday and Overnight Visit Cancellations

Clients must immediately notify TLC in writing in the event of a cancellation or an early return (once service has begun) prior to the first visit. Refunds will be issued as follows if the fees have already been paid by the Client:

• If at least fifteen (15) days notice prior to the first visit is given in writing and confirmed by the TLC office, TLC will refund or apply a credit to your account for 50% of the fees already paid by the Client.
• If at least ten (10) days notice prior to the first visit is given in writing and confirmed by the TLC office, TLC will refund 25% of the fees already paid by the Client.
• If less than seven (7) days’ notice prior to the first visit is given, no refund will be issued, and in the event that payment has not yet been made, TLC will bill the Client.

Dog Walking Cancellation
If you need to cancel regular pre-paid Dog Walking, please give TLC as much notice as possible so that we can accommodate schedules. Notify us at least 14 days/10 business days before scheduled walks for a full refund if cancelling monthly services. Same Day cancellations will receive a 50% credit toward future services. If you have a 3-month plan and received a discount, notify us at least 14 days before cancellation of regular monthly services. If you give less than 3 days’ notice, TLC will retain 50% of fees for the scheduled walks in the current month only; the fees for any remaining months will be credited to your account. If you received a monthly discount and notify us at least 7 days before cancellation, TLC will retain the fees for one week of walks scheduled in the current month; and the fees for any remaining months will be refunded.

For complete details, please see your service agreement.

RE-CONFIRM

TLC will make a reconfirm call and/or email no less than 5-10 business days prior to each departure in order to verify that all information (departure/return dates and times, pet information, contact numbers, etc.) is up to date.

KEYS

TLC recommends using a lockbox. Or TLC will obtain two copies of your house key (1 for the sitter and 1 to remain in the office in case of emergency) during the initial visit, when service is scheduled and agreements are signed. It is recommended your key remain on file with TLC for convenience in future use of our service and to schedule services via phone or online, thus avoiding future key pick up charges . Clients that do not have their keys prepared for the initial consultation will also incur a a key pick up charge to cover the additional trip.

We require at least TWO copies of tested keys for services at the time of the initial Meet and Greet or you can use a lockbox.  Two copies are necessary to avoid interruption of service in the event of an emergency. Therefore, we are always prepared for any emergency for you and your pets.   In addition, All keys are coded for the safety of your home and pets.  We use specific key codes which DO NOT include ANY personal information and your keys are locked away during non-service times.  If you wish to NOT have TWO keys at time of consultation, you will be charged a key pick up fee, unless other arrangements are made.

PET & HOME INFORMATION
We go over your daily routine (food location and amount, behavioral or medical concerns.)   This allows your sitter to become familiar with your home and where everything is located (food, cleaning products, lights, mailbox, and pet hiding spots. If you have a security system and would like your pet sitter to use the “babysitter” code, please pre- arrange this information with your alarm company in advance

EMERGENCY INFORMATION
We gather (cell, hotel, friends, family, or neighbors) information in event we are unable to reach you.

PAYMENT
TLC requires payment in full prior to pet sitting.   We accept cash, check, or major credit cards.

Additional fees: Surcharges: Holiday (listed below), late booking (3 business days ), Key pick up/returns in person, emergency, additional Meet and Greets after initial one.

Holidays: Easter, Memorial Day, 4^th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, New Years Day.

VET INFORMATION & VACCINATIONS
At Meet and Greet you will be required to show proof of current rabies vaccinations for dogs. TLC will go over with you our vet release form. Be prepared to provide contact information for your pets’ veterinarian and pet guardian.

MEDICINE
TLC sitters can administer pills and injections to your pets for no additional charge.

RETURN HOME POLICY
TLC Clients MUST notify TLC when they return home on TLC’s (24) hour voicemail service at 480-608-5885, Ext 2.  If TLC does not hear from TLC Client when TLC Client arrives home, according to the TLC Client’s arrival day and time on the TLC confirmation, TLC will automatically extend TLC Client’s contract for services as if TLC Client had scheduled the visits in advance to ensure the safety and welfare of TLC Client’s pet(s) and TLC Client will be responsible for all related charges.