POLICIES AND PROCEDURES
A Meet-and-Greet (M&G) is required prior to requested date(s) before a reservation can be accepted. It is recommended that we be contacted to set up a M&G as soon as possible to determine if everyone is a good fit. If you request a meeting last minute, and something does not work out, you will not be giving yourself enough time to make other arrangements (worst-case-scenario). The first M&G is free and will take about 30-minutes give or take. Any additional meetings will be subject to our 20-minute drop-in charge. If a M&G is scheduled with too short of a notice, it may be subject to a $20 charge.
Please review our other terms below:
It is recommended that if a key is being obtained to provide services, two (2) copies should be presented at the time of the M&G. If the keys must be picked up or dropped off at a later time, there will be an $8 fee charged for each pick up and drop off of the key. We will NOT retrieve/leave keys in an unsecured location such as under a doormat, flower pot, etc. You may purchase and use a lock box to avoid fees if you do not wish to provide keys at the time of the M&G (recommended). If keyless entry is used for access, be prepared to provide information for back-up options in the event of a malfunction/power outage.
Dogs require at least 2 visits a day. Other small animals and cats may only need a minimum of 1 visit a day.
We do not offer "every-other-day" visits as they will not allow proper care for the pets. We do not charge based on the number of pets, rather we charge based on the time it takes to care for them. A visit may take longer due to the number of pets and level of care. Additional charges for time are made in 10-minute increments. Rest assured, however, that every reasonable effort will be made to complete the service within the specified service duration.
We MUST be notified of ALL pets in the home where services are provided, regardless of their care needs or non-needs! It is important that we are aware of ALL pets in the home even if we are not providing care to them, this way we can conduct a "welfare" check on ALL pet(s) to ensure their safety and wellbeing. Note that we do not charge services based on number of pets, only time!
High 5 Pet Care LLC reserves the right to refuse service to any person for any reason. No deductions shall be made for late departure or early return of the Client.
A 50% minimum deposit is required to hold a booking and is due at the time of booking. If payment is not received within 72 hours of the booking, High 5 Pet Care LLC reserves the right to release the requested dates. Once the deposit is made, the dates are confirmed and reserved. The remaining balance is due immediately on the last day of services. All bookings must be made a minimum of one (1) week in advance (15% surcharge may be assessed if booked less than minimum), unless otherwise specified, with holiday bookings required two (2) weeks in advance (25% holiday surcharge per visit applies). Bookings will be accepted or declined based on availability.
The first 10-miles of travel to your home to conduct services are free. A charge of 65.5 cents will be added for every mile thereafter for each visit to your home. Other charges may apply for travel over 10-miles depending on actual distance and travel time.
Refunds & Cancellations
You will be eligible for a full refund and no charge upon cancellation at any time up to two (2) weeks prior to the start of services. All cancellations made after two (2) weeks, up to one (1) week prior to the start of the requested services are only eligible for a credit in the amount of the required deposit or a 25% refund of the minimum deposit (required deposit = 50% of the invoice total). Any services cancelled after one (1) week will render the deposit non-refundable, no exceptions.
Additional charges may include the purchase of necessary items for care of the pet including but not limited to: food, litter, cleaning supplies, transportation, unexpected visits and emergency medical care.
High 5 Pet Care LLC will submit any receipts with the invoice after the services have been completed.