Ravenna Pet Care
Policies and Guidelines
1. Scheduling Service
Ravenna Pet Care uses Time to Pet cloud services to securely manage client information, scheduling, visit reports, GPS tracking for walks, and billing. With Time to Pet you have access to a full service client portal and mobile application that makes it easy to submit service requests, verify your schedule, review reports, and make sure our information is up-to-date. You can submit requests for service through the client portal, or if you prefer, call or text 908-456-2770, or email patty@ravennapetcare.com.
2. Service Orders
When services are initially scheduled a service order invoice is emailed as confirmation. When changes are made, an updated service order is sent. Statements are emailed and payable at the end of each week of service. An alternate billing schedule can be set up on request.
3. Payment Options
Ravenna Pet Care accepts payment by cash, check, or via Zelle. For clients who prefer to pay by credit card, we can arrange to send a PayPal invoice for the amount due plus a 2% surcharge.
4. Visit Duration
Rates are based on the estimated time required, on average, to perform the services as agreed. Regardless of specified duration, we take as much time as required. Dogs don’t always “go” when expected, and sometimes “accidents” happen that require extra time to clean up. If the actual time required to perform services exceeds the specified duration by more than 10 minutes on a regular basis, we will consult you and either increase the time, or modify the services performed.
5. Visit Time
Your scheduled visit start time is a target time. The actual time the visit will take place is the target time plus or minus 60 minutes. If a more precise start time is required, visits can be scheduled to occur within 15 minutes of the target time for an additional fee of $5.00.
6. Cancellations
If you need to cancel a regularly scheduled visit, please notify us by voice mail, text, or email as soon as possible. Under most circumstances, you will not be charged for the canceled service. The following specific guidelines apply:
Canceling a regularly scheduled morning visit
You will not be charged if we receive your request to cancel by 9 PM the night before.
Canceling a regularly scheduled afternoon or evening visit
You will not be charged if we receive your request to cancel by 9 AM the day of the visit.
Note: Requests to cancel a regularly scheduled visit received after the respective cut off times will be accommodated if possible, but a trip fee of $10 will be charged if your service provider can’t be reached before they take the trip.
Canceling a multiple day service engagement
You will not be charged if we receive your request to cancel at least 24 hours in advance. Canceling a multiple day engagement with less than 24 hours notice is subject to a cancellation fee of $20.
Canceling one or more visits scheduled on Thanksgiving or Christmas
You will not be charged if we receive your request to cancel more than 48 hours in advance. Thanksgiving or Christmas visits canceled with less than 48 hours notice are subject to a $20 cancellation fee.
7. Insurance
Ravenna Pet Care is covered by Pet Sitters Associates Insurance. In addition to general business liability, the policy specifically covers any damage to property, injury to pets, or injury caused by pets, that may occur while the property or pets are in the care, control, and custody of Ravenna Pet Care.
8. Inclement Weather
If Ravenna Pet Care determines that road conditions are likely to make it too dangerous, or physically impossible, to reach your home as scheduled, we will notify you as soon as possible to enable you to make alternate arrangements. If we are unable to reach you, we will notify your specified emergency contact. If alternate arrangements cannot be made, we will attempt to complete the visit earlier than scheduled, before conditions deteriorate, or after the scheduled time, as soon as conditions improve.
9. Additional Pet Care Assistance And Other Scheduled Services
We all want our pets to have all the love and attention they deserve, but please be advised that if there are other persons entering and leaving your home, Ravenna Pet Care can not be held liable for any damages or problems that may arise as a result. Please inform us at the time of the consultation of anyone who may have access to your home while you are away or during regularly scheduled visits. This includes cleaning services, repair persons, friends, family and neighbors. Ravenna Pet Care does not accept liability for other persons who will be in your home during pet care and health services.
10. Purchases
At your request, or if unforeseen circumstances make it necessary, your Ravenna Pet Care provider will purchase pet food, litter, cleaning supplies or other necessary items. The cost of the items, plus a $10 trip fee, will be charged to your account and you will be provided with a copy of the receipt.
11. Pet Waste
Ravenna Pet Care is responsible for properly disposing of pet waste. The pet owner is responsible for ensuring the availability of an appropriate receptacle.
12. Indoor “Accidents”
Your Ravenna Pet Care provider keeps a supply of Odormute enzyme cleaner on hand for cleaning up the occasional “accident.” If you prefer we use something else, we ask that you advise us where you keep your preferred products. If you pet has “accidents” on a regular basis we will consult you and develop a prevention plan, and ask that you either purchase, or agree to pay for the purchase of, appropriate supplies.
13. Leashes and Fences
While in the care of Ravenna Pet Care, your dog shall, at all times, either be kept on a leash, or kept in an enclosed indoor or outdoor area. Where appropriate, we employ a 50 foot lead to provide your dog greater freedom to run while remaining under control.
14. Vaccinations/Immunizations
We require that all pets have the necessary vaccinations and immunizations before service begins. We may ask to see expiration dates for rabies vaccinations.
15. Between Visits
Although we take reasonable precautions to inspect and ensure the place you instruct us to leave your pet between visits is securely enclosed and free of hazard, and will advise you of any potential problems we may note, Ravenna Pet Care does not accept responsibility or liability for escape or injury that may result from conditions that are not of our making.
16. Privacy
Your contact information and schedule is confidential. Ravenna Pet Care will only enter those areas of your home that you have agreed we may enter.
17. Household Emergencies
At the initial service consultation, we ask that you provide us with a primary and secondary emergency contact that is authorized to act on your behalf in the event of an emergency. If the problem is such that immediate intervention is required to prevent further damage, and we are unable to reach you, your primary emergency contact, or your secondary emergency contact, Ravenna Pet Care will act to contain the situation and will charge your account for any costs it may incur as a result.
18. Home Temperature (Vacation Care)
Unless you specify otherwise, when it is cold, we will turn on your heating system, or adjust your thermostat as required to ensure the temperature in your home does not drop below 60 degrees. When it is hot, we will turn on your cooling system, or adjust the thermostat as required to ensure the temperature does not exceed 80 degrees.
Request Your Free Consultation Today!
To request a free consultation to discuss how we can serve you:
Call 908-456-2770
Email patty@ravennapetcare.com