Policies

Thank you for choosing Tails Around Town Pet Sitting for your fur-family!  We are here to help, so feel free to reach out if you need anything!

CONTACT INFO/OFFICE HOURS: 

Main Business Line: 843-621-3115

Secondary Business Line: 843-799-0147 (Voice Only)

Main Email: [email protected]

Owners Email: [email protected]

Service Request: [email protected]

After Hours Emergency: [email protected]

Office hours are Monday-Friday, 9AM-7PM. The main office phone line is switched off after office hours and on weekends. If you have an emergency, please reach out by sending an email to [email protected] An example would be if you have a delayed flight that changes your scheduled service with your pets. If you have an emergency with your pet, please call your vet immediately.   If we are providing pet care for you outside of these hours, you will be updated, as usual.  We will answer any non-emergency communication during office hours. 

TEAM APPROACH:

We have a team approach to our services. You will get to know several of our Pet Professionals throughout your time of service with us. Each Pet Professional is screened the same with a background check, references and completion of Pet First Aid/CPR classes. The Pet Care Professional is responsible for updating you on the status of your pets and home. if you have admin questions, such as service requests, invoicing, etc. Please contact the office. Your Pet Professional cannot answer these questions.  You are always welcome to meet anyone who comes into your home.  If your primary sitter is not available, you will be notified. Since you have placed your trust in Tails Around Town, you can be assured that any site that is taking on the responsibility of care is of the highest caliber. 

REGISTRATION MEETING:

A Registration Meeting must take place in the clients home so we can become familiar with your pets and your home. Here we learn their routine and make sure they are comfortable with us. We also answer any questions, receive payment and the two keys to your home. The cost of this meeting is $15. The cost of the meeting is for the time of the Pet Professional and your account setup. The two keys (one for the sitter and one for our safe for emergency) and any KEY FOBS or CODES needed to enter your residence will be marked with a number for anonymity. We reserve the right to not accept service if we are unable to access your home. We will test the keys at the time of the meeting to ensure that they work.  Payment to hold your first reservation is required at the Registration Meeting.  If you move, a new meeting will take place at an additional fee of $15.

CLIENT RESPONSIBILITY: 

Clients are to notify us of any change to address, phone number or email address to prevent any lapse in notification or service.  Clients are also expected to keep their portals up to date, with current emergency contacts and pet feeding and routine information.  Clients are responsible for making sure payment for services is completed prior to the start of all scheduled visits. We are providing a service, and as with other service providers expect payment in a timely manner. Clients are responsible to know their balances and how to pay the company.  [All of the information is listed on the invoice.] We reserve the right not to continue service if visits are not paid in full. 

VISIT HOURS:

All of our visits are on a 2-hour window schedule. We cannot guarantee a specific time for your visits, as we have to prioritize those that need medication, etc. We try to stay as close to your pet’s normal schedule as possible. *Pets often have accidents which we are not aware of prior to our visit, but we give all of our furry friends the same love and consideration, as we appreciate yours.*

We offer visits throughout the day, according to the needs of your animals.  Dogs: you can choose Dog Walking or Pet Sitting (non-walking).  We visit dogs between 2-4 visits a day, a minimum of every 12 hours (for night visits).  Cats: you can have Pet Sitting visits in the morning, evening, or anytime we are out making our visits.  Cats will be visited a minimum of every 24 hours.  

SERVICE REQUEST:
Service requests will be reviewed during regular office hours Monday -Friday, 9AM-7PM. Service Requests are only valid if they are: (1) CALLED into the business line 843-621-3115, (2) submitted through this PORTAL or (3) EMAILED to [email protected] (We do NOT allow Text Message or Facebook Service Requests of Any Kind). Please do not assume a service request has been accepted until you receive a Confirmation/Invoice.  

How far in advance should you schedule?  We are equipped to take reservations out indefinitely.  The months of June, July, August, November and December book up the fastest, so book those months early!  We always say when you make plans, just make plans with us.  That way, you know you are covered.  

LAST MINUTE SERVICE: Sometimes emergencies happen – our goal is to help you when you need it most, even at the last minute. However, do not assume that we have received your last minute request until you have received an invoice/confirmation via e-mail. A $10 fee will apply to reservations made with less than 24 hours notice. Reservation requests that are submitted over a weekend for Monday service will be charged the Late Booking Fee. Please see the “Frequently Asked Questions” Section at http://www.tailsaroundtown.com/faq/ to read further Policies/Procedures.

 

CANCELLATION:

We adhere to a strict policy of NO OVERBOOKING. Therefore, once you have contracted services, we will turn away business in order to accommodate your schedule. You will be charged for all visits and overnights without proper notice of cancellation.

Mid Day Break: 24 hours notice of cancellation;

Pet Sitting & Kitty Care: 48 hours notice of cancellation;

Overnight Visit: 7 days notice of cancellation (50% of the total with less than 7 days notice & 100% of the total with less than 48 hours notice).

Refunds are not given at any time. The remaining balance paid will be applied as a credit to your account for future services. We reserve the right to credit your account by our discretion only.  You may be charged if you repeatedly cancel.  Please do not automatically expect a credit.  All credits issued will expire after one year.

METHODS OF PAYMENT:

Tails Around Town Pet Sitting accepts CASH, CHECK (Made out to Tails Around Town) or DEBIT CARD ONLY. Debit payment may be made through the service VENMO, which is owned by PayPal. The App is only available through the Apple App Store (iPhones) or Google Play (Android) at no charge. You can make secure payments to our account @tatps. Please call the office for further instruction if necessary. CREDIT CARDS AND PAYPAL ARE NOT ACCEPTABLE FORMS OF PAYMENT.

Check Bounce Fee: In the event that your check is dishonored or returned for any reason, you authorize us to re-present the check to your bank account for the collection of the amount of the check, plus any applicable fees as permitted by state law. Two returned checks will result in payment of cash only. Payment for services is expected to hold service dates. Clients can mail checks to P.O. Box 5931, Florence, SC 29502 or pay immediately through debit. A service confirmation will be sent.

Payment is due prior to services rendered.  If we are doing last minute service for you, we expect you to send a check to our Post Office Box listed above (and on the invoice) within 7 days of completion of service.  Abuse of this policy will result in suspension and/or termination of services.​

POSSIBLE FEES:

There is also a $5/per visit fee to book outside of the regular service times in early morning and/or late evening. There is a charge for additional pets in the home. The price per visit only includes one pet. An extra charge of $2/per visit for dogs and $1/per visit for cats will be added. For overnights, a charge of $5 extra will be added for each additional pet. Travel charges may apply depending on the client’s location. If client does not wish to use the “Key On File” option, where Tails Around Town keeps (2) keys in locked safe and we return keys upon last visit, client will sign a “Key Return” Form and if further service is needed will use our Pick Up/Drop Off Service which is $12/per trip.  Any other applicable fees would be discussed at the Registration Meeting.

CLIENT UPDATES:

You will be updated on your pet(s) care via the Client Portal (email) after each visit. This keeps us accountable to you. The sitter’s arrival and departure times will be recorded and we will send pictures. Sending all of the notes in the Portal keeps everything organized and everyone knows what happens with your pet(s) and household should another team member need to step in. If you would like an additional update by text, you must request this, and the update will be the same as the email.

“RETURN HOME” NOTIFICATION:

FOR OUT OF TOWN CLIENTS: Please let us know you have returned home safely by text or email. We need to be assured of the safety and well-being of your pets has been taken over and service has been completed.

EMERGENCY CONTACT:

We have requested the name and phone number of a person living nearby who has access to your home. This should be someone close enough to walk to your home if roads are impassable. If we are physically unable to get to your home, this person would be contacted to request their assistance to check on your pets. In the event that this person is unreachable or that there is not an emergency contact, client realizes that we will provide service, as soon as conditions allows us to reach your home safely.

JOB SHARING:

If you hire us, it’s best if you leave the pet care to us. We are the professionals you have selected and hired and part of the reason why you hired us is that we do have strict policies and procedures in place. When a friend or neighbor is also coming in, this becomes very confusing to all involved. When our staff is on call, we know from our extensive notes exactly what your pets’ food and activity restrictions are. We also monitor and clean their litter boxes and your backyard and can catch signs of illness more quickly without interference. Allowing a friend or family member to come in randomly at unspecified times creates a security breach we’ve done much to avoid with our own policies, and creates an unnecessary liability issue when others are sharing responsibility for your Pet and your Home. What you think may be fine for “Fido” usually causes more time, trouble and stress for us in the long run. We will, however, gladly take that person’s name and phone as an emergency contact or backup.   If you choose to waive the Job Sharing Policy Requirement, we need to know when someone will be caring for your pets alongside us and you will need to sign a waiver that will cover us for liability reasons in the event that our Insurance will not cover us during that time period.

RESPONSIBILITY:

As a courtesy to our clients, our Pet Professionals do our best in the complimentary services we provide. However, we are not responsible for flowers or plants in a wilted or dead condition upon the client’s return. 

Client is responsible for having the necessary cleaning products available to clean pet messes in their home.  Client should have them in a designed area where they are available to the sitter and out of the pet’s reach. We are not responsible for stains that have been caused by the client’s pet and cannot be removed from the carpet, rug or flooring.  

We also do not provide extensive services outside of our expertise, such as pool and lawn care.

HOME SAFETY:

It is the pet owner’s sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to keep the pet inside or away from any ‘forbidden’ areas. The pet sitter does not assume and has no liability for any injuries the pet may sustain while in its own home. Furthermore, the company has no liability to damages of the home that may incur by the pet while in those ‘forbidden’ areas.

It is the pet owner’s responsibility to provide safe access to their home with a clear access to the sidewalks, steps, and porch.

Thermostats will be adjusted if necessary to provide for the comfort and safety of your pets.

It is the responsibility of the Client to inform Tails Around Town if there will be anyone else in the home during service times. We will not allow anyone to enter your home without your permission. If there is any suspicious activity, the local authorities will be notified.

Fencing:

Fenced In yards are wonderful play spaces for pets, however, no fence system is totally secure for your pet’s safety. We do not accept responsibility or liability for any pets that escape, are injured or become lost, fatal or otherwise, when pets are left out or given access to a fenced in area. Furthermore, invisible fencing is not foolproof. We cannot accept responsibility or liability where invisible fencing collars or the like may fail.

PET SAFETY:

For safety reasons, we do not use retractable leashes. Clients are required to provide a fixed-length leash either 4 or 6 feet long. Microchips are optional, though recommended. Even if chipped, we require all dogs to wear have proper identification on a collar or harness whether it’s an ID tag or embroidering. If your dog doesn’t wear a collar while indoors, please notify us of its location so we can use it during our visits. If you’d like, we can have an ID tag made for you and invoice for the cost of the tag plus $10.

For the safety of both the pet sitters and your pet, below 35 or above 90 we go out for elimination purposes and then play inside. Temperature Restrictions also include ice, snow, wind chill, thunder, and lightning. 

PET MEDICAL:

We will attempt to administer medications as directed,but cannot be held responsible for complications that arise as a result. We cannot service any animal with a contagious illness and if your Pet Professional is bitten or exposed to any disease or ailment received from your pet, which has not been properly or currently vaccinated, you will be responsible for all costs and damages that may incur. 

In South Carolina, cats and dogs (and some pocket pets) must be current on rabies vaccination by law. We strongly recommended that dogs and cats receive heartworm preventive all months of the year regardless of their lifestyle.   *Please also be mindful of fleas and ticks, which we could take to other clients and their homes. *

All clients are REQUIRED to have their pets established with a local vet before any service is started.  If you are new to the area and you need a vet recommendation, we are happy to provide you with one.  

Please be kind and notify us if your pet is declining in health.  We grow very close to them and treat them like our own.  If it is their time to go, we would like a chance to say goodbye if there is time before their passing.  This is very important to us.  If there is a sudden loss, please let us know to provide closure. 

PET EMERGENCY:

In the event of an emergency with your pet:

  1. We will contact the phone number on file. If we cannot reach you right away, we will contact your emergency contact.
  2. If your pet is clearly in distress, we will take your pet to your Vet (or Emergency Vet after hours).  The client is responsible for any treatment that is recommended by the veterinarian to keep your pet out of an emergency situation. The client also agrees to the following ONLY WHEN NECESSARY: Allowing Emergency Care Out Of Town (COLUMBIA/CHARLESTON/MYRTLE BEACH) Emergency Vet 
  3. When you are called, it would be explained to you what the vet feels like the best course of action is and what tests or medication, etc. is needed.  The cost would be discussed at that time. No action will be taken until you are contacted except lifesaving measures/emergency services (i.e., stopping bleeding, etc.)
  4. Payment for such services is handled the following.  A:  The client would give the vet’s office their credit card information over the phone at such time of incident or prior to departure, or B: Client would make arrangements with vet to pay at a later date.  Tails Around Town would not be involved in any part of the billing process, only 
    facilitating the wellness of your pet.
  5. Should your animal pass away while you are gone, please let us know your wishes as well.  We’re here for you every step of the way.  

Client releases Tails Around Town Pet Sitting from any and all liabilities related to transportation, treatment, expenses and death of their pet.