Company Policies and Procedures

       INITIAL CONTACT:  This is the very first step to having Nana's Pet Sitting LLC take care of your pet!  Our goal is to answer the calls and emails that come in immediately.  If we cannot be reached immediately, it will be very, very soon after receiving a message by phone or email.   This INITIAL CONTACT will be a time to discuss your location for pet sitting services as well as discuss your pet sitting  needs.  We will get your address and contact numbers, as well as some basic information about your pet.  We will also discuss company policies such as ID tags, current immunization records, key requirements and then make plans to get together for our INITIAL VISIT.

       INITIAL VISIT:  Before a pet sitting visit can take place, we will have an INITIAL VISIT.  This is a time for pets, pet sitter and owner to get acquainted and a time for documenting your pet's personal preferences as to feeding, walking, playing, likes and dislikes. When we decide to work together, at this time we will exchange paperwork and obtain keys and answer questions.  We will record current veterinary information and emergency contact information.  We will provide a contract for your signature and discuss payment options and preferences.  This INITIAL VISIT is complimentary.  PLEASE NOTE:  There will be only one complimentary visit.  If additional pre-visits are requested, the normal pet sitting fee will be applied.

        IMMUNIZATIONS:  For your protection and ours, it is our policy that all pets that we are caring for are up-to-date and current on all of their immunizations.  Please provide a copy of this up-to-date record during our INITIAL VISIT.

        ID TAGS:  All pets are required to wear ID TAGS while they are under our care.

        CATS:  Cats require daily visits for their own protection. We do not do every-other-day visits or any pet sitting with cats other than daily visits.  PLEASE, no exceptions.

        SAFETY:  As a safety measure, if you are traveling or have been out-of-town overnight, we request either a phone call, an email, or a text message indicating that you have safely returned and our responsibility is over.  If we do not receive this communication from you, we will try to reach you by phone.  If we cannot reach you by phone to confirm that you have safely returned home, we will continue the routine care that was planned and mutually agreed-upon for your pet until you do safely return home.  This will be billed to you at your normal rate for service.

        NOTES: After each visit, a note will be left for you letting you know that we have been there and what was done during the visit.  Upon request, we may communicate through either email or text messaging, should that be your preference.  Every effort will be made to send this email or text message as soon as possible following the completed visit.  In the event that something should occur that needs your immediate attention, advice or approval, you will receive a phone call unless other arrangements have been made.

         RESERVATIONS:  For your security and protection, all pet sitting reservations MUST BE CONFIRMED before you leave.  Simply leaving a voicemail or sending an email or text message requesting pet sitting is not enough.  Please be sure that we have responded to your request and have it ON THE CALENDAR before you assume that we will be there.

        

         KEYS:  During our INITIAL VISIT, we will need to collect 2 (two) keys to your home for our visits. THIS IS A VERY IMPORTANT SAFETY FEATURE.  One key is for the pet sitter that will be going to your home and one is a back-up key that will be kept  locked in our office for any unexpected emergencies such as your pet sitter being sick or late due to traffic, etc.  NOTE:  A pet sitter was recently called to a family emergency while on her way to a visit.  Because we had a SECOND KEY, she was able to go on to her emergency and we were able to complete the scheduled visit with minimum stress.  ***NOTE: We will be happy to keep your keys safely on file for future bookings; or, if you prefer, you may pick your keys up after the pet sitting job has been completed.  Of course, should you want to schedule another pet visit, we will need you to bring your keys to us at least one week prior to the scheduled pet visit.

         PAYMENT OPTIONS & REQUIREMENTS:  Nana's Pet Sitting LLC requests that payment for pet       sitting services be made in full and in advance of the scheduled pet visit either by check, cash  or credit card.         ***NOTE:  Holiday visits must be reserved with a credit card.

Cancellation Policy

If you have reason to cancel your scheduled pet visit, we will be happy to cooperate with you on this issue.  Please  let us know ASAP so that we can make our plans accordingly and effectively.  If business, work or school is out for a holiday, inclement weather or any other reason and you do NOT need our regularly scheduled services, PLEASE let us know ASAP.  Unless it is an unexpected emergency or illness, etc., we request that all cancellations be called in to 704-302-6171 within 24 hours of the scheduled pet sit and these cancellations will be graciously credited to your account.  In fairness to your pet sitter, if a sitter is enroute to or arrives at your home for a scheduled pet visit, that sitter will be paid for his/her time that was set aside for the planned visit.  FULL CREDIT or REFUND will be given for vacation visits that are cancelled within 2 weeks prior notice to Nana's Pet Sitting.  Less than two weeks notice will be charged a $25.00 cancellation fee.

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A WORD ABOUT TIPS…Very often, people ask me about leaving a tip for the pet sitter.  Should I leave a tip?  Do people tip pet sitters?  Is it appropriate?  Is it allowed?  Do I include it in the check/charge or leave it separately?  I thought I would include some simple information in POLICIES/PROCEDURES for this…YES, by all means, if you would like to leave a tip for your pet sitter, it is allowed and appropriate.  It is not something that is necessary, but very much appreciated, whether it is often or from time-to-time or even just on holidays.  And, the best way to leave a tip is by leaving CASH for the sitter with a note addressed to her.  We don’t pick up cash unless it has our name on it…