FAQS & Terms of Service
SAFETY AND WELLBEING:
Covid-19: With the ongoing pandemic we are taking precautions in regard to our safety and our client's safety. We are sanitizing between each appointment. Should we ever experience any symptoms or test positive for Covid-19 we will immediately notify anyone we have come in contact with so that the correct course of action can take place. We request the same of our clients. If there has been anyone in your home that has symptoms or tests positive, we cannot perform any services until all surfaces and supplies have been sanitized. Please notify us IMMEDIATELY if this happens. Before any overnight service we now require the home to be completely sanitized and bedding to be freshly washed before our stay. If we feel further cleaning, sanitizing or change and sanitizing of bedding needs to occur, a cleaning/sanitizing fee of $100 will be added to the service invoice.
Minimum visit requirements: It is our mission to take the best care possible of your fur babies. Because of this, we have some basic scheduling requirements for when you're away.
Cats are to be visited no less than 1 time per calendar day.
Dogs who do not have outdoor access require no less than 3 visits per calendar day.
Dogs who have unrestricted outdoor access require no less than 2 visits per calendar day.
Dogs who are crated or confined to a small area will not be scheduled visits with more than 4 hours between visits.
Health and wellness: Due to allergies and health concerns, we are unable to provide overnight services or enter homes where smoking takes place anywhere in an enclosed space within the home. We apologize for any inconvenience this might cause.
Meet and Greets: A Meet and Greet is required before any first visit. The first meet and greet is complimentary. During this meeting we will get to know you, your pet(s), your pet(s) needs, where supplies are located, have the paperwork completed, and be given access to the home either by door/lockbox code or key. If there is ever a need to be reintroduced, go over changes to pet routine, supplies, feeding, or other needs such as but not limited to change of address, or additional pets to the home, this will be a paid service appointment.
Reintroductions: If we have not provided service to your home within 6 months, we reserve right to require a new meet and greet/scheduled visit while you are home to be sure your pet is still comfortable with us entering the home. It will be scheduled as a paid visit.
Keys and home access: When door codes or lockboxes aren't in use, we require being in possession of a key for the period of services. We obtain the keys (2 copies) during the meet and greet, or prior to departure for any scheduled period of time. Should you require additional visits for keys to be picked up or dropped off there will be a $5 charge per occurrence. (You do have the option to come to us to pick up or drop off keys with no additional charge.) It is our policy to maintain the safety of every home and pet we care for and will not leave keys after services are completed unless an owner is home. This is in case travel plans change and to be sure not to compromise the security of your home. We will not release keys to anyone but the pet owners. Should any pet parents decide to have us utilize a hidden key, lockbox, or door code, should the key be absent or the lockbox/door code be inoperational, we will not be held liable for any visits we were unable to complete nor the results of duties we were unable to perform and the owner will still be responsible for any fees associated with the appointments booked.
We understand plans change! We always try to be as flexible and accommodating as possible. Since we block the time and dates out to care for your pets, we know you’ll understand why we sometimes can’t cancel without a fee.
Walk, Potty Breaks, Outings: Cancellation by the owner of scheduled walks or services with less than 24 hours notice are subject to be charged at the full rate, unless such cancellation is caused by Military schedule change, change in work schedule, severe weather, death in the family or a medical emergency. Just let us know! Arrival to service location will incur the full rate and no refund will be given/full rate will be due.
Overnights: Cancellation by the owner of scheduled services with less than 30 days notice will be subject to a 50% cancellation fee of the total amount due. Cancellations 15 days prior are subject to a 100% cancellation fee of the total amount due, unless such cancellation is caused by Military schedule change, severe weather, death in the family or a medical emergency.
Holidays: We typically are fully booked 3-6 months in advance for most holidays, which means we make our schedule and turn away client requests. We know you'll understand when we can't cancel these services without a fee.
Any cancellation of day services (walks, potty breaks, etc.) made during recognized holiday periods with 15+ days notice will not be charged a cancellation fee, 14-7 days notice will result in a 50% cancellation fee, 7 days or less will result in a 100% cancelation fee. Cancellations of overnight services during a recognized holiday period from time of booking until 45 days prior to first date of service will not incur a cancellation fee. Cancellations of overnight services during recognized holiday periods between 44-31 days will result in at 50% cancellation fee of the total amount due. Cancellations of overnight services during a recognized holiday period of 30 days or less from first date of service will result in a 100% cancellation fee, unless such cancellation is caused by Military schedule change, severe weather, death in the family or a medical emergency. Cancellation of overnight services with less than 15 days will result in a 100% cancellation fee regardless of reason, but fees may be applied for up to 12 months from cancellation.
Credits for future services: If you have an existing credit for any reason, it is valid for and may be applied for up to 12 months from date of cancellation. It is the client's responsibility to keep track of such credits and dates. It is the client's responsibility to request appointments and use of credit in a timely manner, and is subject to availability in scheduling.
ACCIDENT CLEAN UPS: We know accidents happen! If it is a minor spot clean and is quick to clean up, no fee will be added. If your pet has an accident inside your house or inside his/her crate that requires additional time beyond the scheduled visit to clean up, it will be billed at the standard rate of $1 per minute.
We charge a little more for pet services on major holidays:
Daily visits: $10 additional to normal rate
Overnights: $25 additional per night to normal rate
Major holidays include but are not limited to: Easter weekend (Friday-Monday), Memorial Day weekend (Friday-Monday), July 3-5, Labor Day weekend (Friday-Monday), Thanksgiving week and following weekend and December 23rd through January 2nd.
FOOD, SUPPLIES & MEDICATION PICK UP:
In the event you need us to run to the store or vet to pick something up for you, we are happy to do so within a 5 mile radius.
Cost: $20 (plus the cost of supplies) per trip
We accept cash, check, Venmo and Zelle. Please make checks payable to FPL or Feed Play Love Pet Care. A $25 fee will be added for any checks returned and we will no longer accept checks as a form of payment. We can accept credit card payments upon request, the applicable local tax of 7.75% will be added of the total cost of service. We accept up front payment for services, and if there are any changes to your services, we will issue a refund or credit as required. Weekly service payments are due on the last day of the business week, (Friday). Monthly payments are due no later than the first or last day of the month, depending on your arranged payment agreement.
Overnight service payments: A minimum of 50% of the total is to be paid at the time of booking the service to reserve the dates. The remaining balance is to be paid at the start of the services or services will not be rendered. Holiday overnights are to be paid in full 30 days prior to the start of the reservation.
Any outstanding invoices will be assessed a 15% late fee every 7 days past due.
These policies are subject to change at any time.
Call us today to schedule your service!
(619) 878-3DOG (3364)
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