To get started, we schedule an initial, complimentary new client consultation in your home so we can meet your pets, learn their routines, and ensure both parties are the right fit. Before the consultation, you will receive an invitation to register a Client Account.
We will then meet with you to review the Client Profile, Pet Profile Service Agreement, and Cancellation Policy and answer questions you may have. At the meeting, please provide two copies of your house key (see Keys below). NOTE: If you do not have keys ready at that time, there will be a Key Pick Up charge of $10.
After the consultation, dates of service will be confirmed by our office staff. We can enter your initial service dates, but future reservations will be made using our online reservation system.
Due to the amount of time needed to coordinate everything up in our system, we require a minimum of five business days before the the date of the first requested visit for new clients. Ideally the sooner we can schedule the consultation, the better.
We require two working/tested copies of your house key. By keeping your key on file with us, we can more easily accommodate your pet sitting reservation. Our security bonding and liability insurance allows you peace of mind in knowing we will safeguard your key. Only the pet name and an internal code number are on the key. If you prefer to have your key returned, there will be a $10 pick up/return fee each time and we will need to coordinate that a minimum of 7 days before services. We LOVE keyless entry (key pad or garage key pad) however, we still need one key to store in our locked cabinet in the event there is a malfunction with the key pad or garage door, or a power outage.
Our convenient online scheduling system makes it easy to request care for your pets. You must use the online scheduling program to make your reservation. This helps us keep communications clear and in one place, instead of using text, email, and phone. It is the client’s responsibility to keep home/pet care profiles up to date; this is what our pet sitters use to care for your animals to your specifications. If you need to cancel a reservation, you must log on to your account and choose the cancel button. We will then communicate with you if there are any cancellation fees. We do not accept cancellations or changes to reservations through text – NO exceptions. We require a minimum of three business days before the date of the first visit for all reservations. If you need services with less than three business days’ notice and we have available staff to accommodate the request there is a $30 short notice fee which is paid directly to the pet sitting staff. Reservations made during non-office hours will be considered the next business day.
We accept online payments for all services. We will send an invoice via email once we determine staffing. You can then log on to your account and pay by credit card. Or you can choose the option to keep your credit card on file and we will charge your services accordingly once we confirm staffing availability. You can also leave payment on the counter for the LPF team member to pick up.
New clients must first register their account and once services have been confirmed online payments can be made.
If you need to cancel services within our cancellation period, any payments will either be carried as a credit or will be refunded promptly.
During non-holiday periods cancellations with less than one week’s notice, will be charged 50% of the total invoice.
Reservations cancelled during a holiday time period (including Spring Break) require a minimum of two weeks’ notice to avoid the 50% cancellation fee. Cancellation period begins with the first day of the service period. For the busy Christmas holiday we consider it to be 12/20-1/2. If you return from your trip early, we request notification of at least 48 hours. Otherwise no refund or credit will be issued made for unused visits.
Mid-Day Dog Walking Cancellation Policy
Our cancellation policy is a little different for our daily dog walking clients. As long as you contact us at least 4 hours before our scheduled walk, you will not be charged. If we come to your home for your scheduled walk and you are home or the dog is not home, the full fee will be charged.
It is our pleasure to be available to care for your pets every day of the year! There will be an additional $5 per visit fee for services on the following holidays: New Year’s Eve, New Year’s Day, Easter Sunday, Memorial Day, July 4th, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.
Because the schedule fills up quickly for holidays, we may require fees to be paid at the time the reservation is made. Reservations during a holiday time period (and Spring Break) require a minimum of two weeks’ notice to cancel to avoid a cancellation fee of 50% of total services. We consider the busy Christmas holiday period to be 12/20-1/2.
Cancellation period begins the first day of the service period (See cancellation Policy above).
Other People with Access
For the best possible care of your four-legged loved ones and your home, we strongly recommend that no one besides LPF employees, care for your pets during the service period in order to avoid missed/doubled feedings or medications, pets escaping, etc. If that is unavoidable, we will ask for the contact information for all non-LPF guests prior to services and require all non-LPF guests to record their visit on our report card. If you have a house keeper or other non-pet related person with access to your home, just provide their contact information.