Policies

Policies updated October 2017

Our policies have been designed to help us provide the highest quality pet sitting experience for you and your furry family members. It is our goal to have clear expectations and communication on BOTH sides so that we can start off our relationship on solid footing. If there is anything you don’t understand or have questions about, please don’t hesitate to ask!

At your request, PureLove Petcare, LLC (“PLPC”) agrees to provide caring, attentive, and professional pet services (the “Services”) for you (the “Client”) and your pet(s).

Service Rates & Information: Services are not guaranteed until confirmed by PLPC with signed contract, then ongoing verbally, or via email. PLPC will determine its pricing schedule for all Services and will charge the Client accordingly. PLPC reserves the right to change prices at any time. PLPC will inform Client of any changes at least two (2) weeks before charging the Client at the new rate.

Scheduling Visits: Email: purelovepetcareme@gmail.com is the preferred method to request and coordinate pet sitting and dog walking needs. This allows us to keep better records and clarify details on each pet as well as the household. Phone: 207-370-2110 to reach our management staff anytime between 8:00am and 5:00pm Monday through Friday and 10:00am to 3:00pm on Saturday and Sunday. If no answer, please leave a detailed message with your name, number, location and dates of requests, and we’ll get back to you as soon as possible. If you have not heard back within 24 hours, please call again or follow up with email as well.

*Before any care is provided by PLPC, there will be a meet and greet arranged with the owner, Tammy, as well as any other members of our team that may be caring for your pet. We have a very strict policy that no stranger will ever enter your home to care for your pets without meeting them first. If an emergency arises, you will be notified and given options at that time. If at any time you are not happy with a pet care specialist or our company, please notify Tammy as soon as possible so we can resolve any issues and maintain the consistent care for your pet.

*PLPC will not “share” duties of pet care with another company, family member or friend. This is so there maintains a level of trust, proper communication and the best care for your pet. We are willing to be flexible on a case by case basis only.

Cancellation Policy: To maintain consistent paychecks for our Pet Care Specialists, cancellation fees are in effect and are enforced as follows:
* Regular single visits (either for recurring dog walking accounts or one‐time accounts) canceled within 24 hours of scheduled visit will be charged in full.
*Longer term pet sitting of two or more consecutive days (e.g. a weekend) will be charged 50% of the total cost of the booked services if services are canceled less than 7 days before the first day of scheduled services. *Holiday visits and any other visits associated with the holiday (e.g. weekend after Thanksgiving) will be charged in full if services are canceled less than 7 days before the first day of scheduled services.
Canceled visits and overnights must be acknowledged and confirmed by PLPC via phone, email or text. Please CALL if any cancellations are needed less than 24 hours.

Payment: Currently we are taking cash or checks. Payment is due on the first day of service. Payments for ongoing Services should be made on a weekly basis. Client is responsible for payment of all Services performed by PLPC. If payment is not made in a timely manner, PLPC reserves the right to discontinue Services and to use third-party agencies (e.g. Collections Agency) and legal measures to obtain payment. Checks can be made out to: PureLove Petcare. Mailing address: 98 Hallowell Rd, N. Yarmouth, ME 04097.

Keys: If Client does not have at least two sets of keys available at the time of the Orientation Visit, PLPC has the right to copy Client’s keys such that PLPC has at least two sets of keys on hand. If a key is hidden outside, 2 keys are still needed. If a garage keypad is in use, then one set of keys is ok and code is needed. Client is responsible for the cost of the copied keys. The keys kept in PLPC possession are secured in a locked safe at the office, and marked with a code system to protect their privacy.

Authorization to Enter Domicile: Client gives permission to PLPC and its Pet Care Specialists to enter Client’s residence or office in order to provide quality pet care for Client’s animal(s). PLPC is permitted to perform this service and the Client will give PLPC all necessary assistance in regards to this matter. If PLPC cannot gain access to Client’s domicile when services are scheduled to be performed, PLPC has the right to secure services of a locksmith if PLPC deems it necessary to ensure animal safety. Client will be responsible for all charges incurred if the inability to enter was caused by Client. Client acknowledges that most Pet Care Specialists are Independent contractors and that PLPC shall not be responsible for any damages arising from a Pet Care Specialist’s service, including but not limited to damage to person, property or pet.

Visitors: If anyone will be entering Client’s home while it is under PLPC’s care, Client agrees to notify PLPC in advance. PLPC will not enter an occupied home if it has not previously been made aware of visitors. Similarly, unless PLPC receives instructions from Client, it will not grant access to the home to any visitors. PLPC will not be held responsible for any damages incurred to Client’s home or pet(s) by visitors. Also, please notify PLPC of any packages or deliveries expected and we will bring them in for you.

Transportation: The client will allow a Pet Care Specialist to take his/her animal in a vehicle for medical, grooming, training, or recreational purposes unless explicitly forbidden by the client in writing. Client understands that there are inherent risks in having their pet(s) driven in a motor vehicle and will not hold PLPC responsible for any injuries that result from this action. Any scheduled transportation to/from veterinarian, groomer, boarding or training facility will be a minimum of 1 hour charge.

Emergencies: Any emergency that comes up with your pet(s) or home, or searching for a missing pet, etc.; the first hour (minimum), the rate will be time and a half of the hourly rate on top of original cost of visit/arrangement. Every hour after will be at regular hourly rate. This cost will be expected in full upon your return unless other arrangements have been approved by PLPC.

Authorization to Obtain Medical Care: In the event that pet(s) being cared for require immediate medical attention, PLPC will attempt to contact Client prior to obtaining emergency care. However, Client agrees that PLPC has the authority to act in pet’s best interest even if this means seeking medical attention prior to notifying Client. Client agrees to reimburse PLPC for any additional fees and/or expenses incurred while tending to emergency or veterinary care. When able, we will transport your pet to your regular veterinarian. If needed, use of a closer veterinarian’s office or emergency clinic will be chosen by PLPC.

Inclement weather/Natural disaster: In the event of inclement weather or a natural disaster PLPC is entrusted to use best judgment in caring for pet(s) and home. Client recognizes that in the event of inclement weather or a natural disaster, PLPC reserves the right to alter Services if it deems necessary. It is your responsibility to arrange snow removal, we are happy to maintain walkways.

Snow removal: You will need to make arrangements for snow removal ahead of time. Please let us know if you need a referral, otherwise we will need the name and number of who takes care of this for you. That person must be aware of the arrangements of pet care times and schedule. In the case that we cannot reach them or access your home, we will arrange for the snow removal instead and you will be billed for that service.

All indoor/outdoor cats will be kept indoors only while you are away. If this is not possible, then there needs to be a discussion in advance and understanding that PLPC will not be held responsible for any disappearance or harm caused by the unknowns.

Any dogs that use an electric fence and typically have access to the outdoors while you’re away, will not be left outdoors unattended at any time. If this is their normal routine, then a discussion with an agreement must be made in advance.

Termination of Relationship: Either party has the right to terminate this agreement at any time. Upon termination of the relationship, Client will be responsible for immediate payment of all services previously rendered.

Liability: PLPC, its employees, and its independent contractors, agree to provide the services in a caring, responsible manner. The client waives and relinquishes any and all claims against PLPC, its employees, agents, shareholders and/or independent contractors as aforementioned.

Emergency Contact: Client agrees to provide PureLove Petcare with landline contact in the case that cell phones are not working where he/she will be going. The Clients cannot be the emergency contact. This person will make medical and payment decisions for Client’s pet(s) and oversee any other problems with Client’s pet or property in the event that Client cannot be reached and time is of the essence as determined by PLPC. If Client or Emergency Contact cannot be reached in a timely manner or if an Emergency Contact is not listed herein, Client agrees to accept any decision PLPC makes in regards to pet care or Client’s property.

Aggressive Pets: Clients represent that their pet(s) is/are in good health, have not harmed or shown aggressive behavior towards any person or any other animal. If a pet bites, tries to bite, or displays any aggressive behaviors during the performance of Services, PLPC reserves the right to refuse or cancel service. The Client will be liable for PLPC Pet Care Specialist’s medical expenses and/or damages that are the result of an animal bite or injury due to pet’s aggressive behavior.

Vaccinations: Client pledges to keep pet(s) up to date on all vaccinations, including Rabies, and to retain all appropriate documentation in accordance with laws of the State of Maine and Cumberland County. Should a PLPC Pet Care Specialist be bitten or exposed to any disease or ailment received from Client animal(s), the Client agrees to pay all costs and damages incurred.