Policies and Procedures
Scheduling is on a first come first service basis and we will do our best to accommodate your needs. Michelle's Pet-terrific Care will visit at the requested times as closely as possible. However, if an unforeseen situation arises, the time may be adjusted. Bedtime visits upon request for an additional charge.
Reservations: It is best to plan a couple of weeks in advance in order to obtain services on the dates you desire. An in-home interview is required, prior to reservations, for all new clients. While we can tentatively pencil in your dates we must meet you and your pets and assess your needs before we make a commitment to providing your pets' care.
We have a two step interview process. During the first visit we will meet you and of course your pet(s), give you a packet with all the Important Forms, and answer any questions you have. We then give you a few days to call our references, thoroughly fill out the forms, and think of any other questions that you would like to ask. On the second meeting I will look over the completed forms, we will do a walk through and just make sure that we are on the same page, and that you are comfortable leaving your pets in our care.
Keys: Michelle's Pet-terrific Care will obtain your house key during the second visit, when service is scheduled and agreements are signed. Keys will be returned within 7 days of the end of your service, in person or by certified mail (we are not held responsible for lost keys in the mail). It is recommended your key remain with Michelle's Pet-terrific Care for convenience in future use of our service and to enable telephone reservations, especially for those unexpected trips. This also avoids the possibility of a key pick up charge in the future. Keys are kept in a secured lock system and are coded for customer's confidentiality.
Medications/Vaccinations: Michelle's Pet-terrific Care will administer medications as directed but cannot be held responsible for complications that arise as a result. Excessively shy cats with medical problems can be a serious risk. If you have such an animal, this must be thoroughly discussed. Michelle's Pet-terrific Care will not provide service to any pet with a contagious illness. This is for the safety of other customers. Michelle's Pet-terrific Care requires that all pets have the necessary vaccinations and immunizations before service begins. If a Michelle's Pet-terrific Care provider is bitten or exposed to any disease or ailment received from the client's pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may incur.
Reservation confirmation: Michelle's Pet-terrific Care will make a confirmation call or e-mail no less than two days before each departure in order to verify that all information (dates, contact numbers, etc.) are still correct. Since phone mail messages or e-mails are not 100% reliable, please make sure we speak personally or e-mail is acknowledged by Michelle's Pet-terrific Care (please do not depart town with out this). This is to ensure your pet's needs are carried out as intended.
Early Returns: We understand your plans change, and we are very flexible, if notified. If you return home early, please notify us immediately. If, however, you do not notify Michelle's Pet-terrific Care of an early return and Michelle's Pet-terrific Care makes a trip and finds you home, the regular per visit charge applies.
Extended Absence: In the event you have to be away longer than planned it is mandatory that we hear from you! We will continue service till we hear back from you upon your return but it may have to be at very minimal care due to other scheduling. Your pets' well-being depends on our communication!
Cancellations: Cancellations may be made up to 4 days in advance of your scheduled service. Any deposit will be credited to your account. If canceling less than 4 days prior to the first day of your scheduled service period, a fee of 50% of the total service fee is applied. For daily visits a 48-hour notice is required prior to the next scheduled visit. When Termination of Daily visits is required, 1 full week or 7 day notice is required.
Holidays:
"Comfort Calls": You may call Michelle's Pet-terrific Care between 8 a.m. and 8 p.m. Pacific Standard time daily to check on your pet during your absence. Since I'm often out of the office, please leave a message and your call will be returned promptly.
"Honey, I'm Home" calls: Please remember to call when you have returned home safely! Otherwise, I will need to continue visiting to assure the safety and well-being of your pets. Additional trips will be added to your bill at the regular rate. Please call at ANY hour and leave a voice message that you have returned.