TERMS OF SERVICE

(UPDATED May 20, 2020) 

 

Below outlines the terms of service, policies, and procedures of RubyRed’s Pet Care, LLC.   If you have any questions, please don’t hesitate to ask. We strive to provide top-quality care and experience to the pet and parents. We value our client relationships and continued trust.  

 

The parties herein agree as follows: The initial term of this agreement shall be from the date this form was electronically submitted to the present.

 

Here's what's updated: 

 

HOUSE-SITTING DURING COVID19

 

While South Carolina is slowly opening its businesses and people are returning to work, there is still concern about protocols and measures taken by pet sitters and owners.   

The virus is still out there, and it is my top priority to ensure my pack is safe and healthy! We continue to implement preventative measures and keep up to date with CDC guidelines such as increasing regular hand washing, disinfecting surfaces, wearing a mask in public and practicing social distancing in my day-to-day.  

 

House-sitting requests will be fulfilled with extra care and safety measures that include:

  • Wearing gloves when accessing mail, trash receptacles, pet supplies or cleaning equipment.

  • Continuing to supply my own sleeping gear and toiletries.  We never undo the bed sheets of your bed so that it remains untouched by me.  

  • Limiting access to your home to only the assigned pet area, bathroom and sleeping area.

 

Before leaving on your trip please ensure the following are completed:

  1. Leave all pet care items such as food, bowls, medication, leashes etc. located in one area to limit access and exposure of your home.

  2. Areas that pet sitters will need access to such as the assigned pet area, bathroom and guest bedroom/sleeping area are cleaned and sanitized. (Areas that are not cleaned will be charged a service fee of $25 per area. A photo will be provided as proof.)  

  3. For light housekeeping services, please have brooms, vacuums and other cleaning supplies/equipment easily accessible.  We will not be using my own equipment to minimize cross-contamination.

 

Any areas we touch or have access to will be disinfected upon my leave.  If you prefer specific cleaning solutions or quite frankly anything you would like me to do for you as an extra measure, please do not hesitate to let me know.

 

 

Here's what remains the same:

 

SERVICE HOURS ­­

RubyRed’s Pet Care, LLC, provides services 24 hours per day, seven days a week, 365 days a year. Please note: The hours of 7:00 PM – 7:00 AM are reserved for overnight visits only.   Clients will receive at least a two weeks’ notice if any closings occur. (We need vacation time too!)

RESERVATIONS 

You can schedule, change, or cancel services in four ways:

   1) Log in to your existing profile in the mobile scheduling app, Scout for Pet Owners

  • If you need your username or password reset, just let us know, but please do not create a new profile if you’ve used our services before.

   2) Text Us! The text line is (803) 200-2181. Send us a message, and we’ll book your services for you and email your confirmation.

   3) Email Us! Send us an email to rubyredspetcare@gmail.com , and We’ll schedule your services for you and email your confirmation.

   4) Call Us! Call (803) 200-2181, and we’ll book your services for you and email your confirmation. If we don’t answer, we’re probably picking up poo.  Leave us a message, and we will contact you, asap!

 

**Please do not message us on our Social Media accounts for services.  

  • Services are scheduled in 3-hour time-frames starting from 7 AM to 7 PM (6:30 PM being the last appointment.) For example, a mid-day walk may be scheduled between 11 AM – 2 PM.   This allows for every pet to be logistically serviced.  Unfortunately, not every pup can get walked right at noon.

  • If you require a specific time, a $5 fee will be added to the service.

  • If you need a service during non-business hours (any time between 7:00 PM - 7:00 AM), a $10 fee will be added to the service. (does not apply to overnight stays).

 

PRICING

The most up to date fee schedule may be found on our website at any time by visiting https://www.rubyredspetcare.com/services Rates are subject to change without notice.  Charges are completed every Tuesday morning for any services provided the week prior, Monday through Sunday.

PAYMENT PROCEDURES 

RubyRed’s Pet Care, LLC accepts all major credit cards or PayPal for payment. No cash or checks.  People forget to grab cash and checks are unreliable.

  • Non-Holiday appointments will be charged as normal, every Tuesday morning for services completed the week prior.

  • Holiday appointments will be charged two weeks before the start of services.

  • If any appointment is extended after the appointment has already begun, the credit card on file will be charged at the time visits are added.

  • A $25.00 late fee may be added to your invoice for late payments. (Please don’t make us do it.)

  • Credit cards will be charged automatically for future appointments booked, three days before the start of services.

  • Tips are always appreciated! It’s like getting treats for being the goodest girl ever! If you’d like to leave a tip, you can do so in the form of cash, PayPal, Venmo, Cash App, Zelle, or included with the invoice via credit card (click on the Leave a Tip button in the emailed Doggy Report Card).

 

CANCELLATIONS

Life happens, and plans change.  We will do our best to remain as flexible as possible for you and strive to give our clients their desired times.  Holidays are when everyone goes bananas!   We want to take care of all the fur babies, and to do so; please be mindful of our pet sitters and other clients when changing plans during the holidays.  A late cancellation is a missed opportunity for another pet. Let’s play nice together and do our best to follow our cancellation policy.

 

Non-holiday –

 

A full refund is available if canceled by noon the day before (EDT/EST) the service begins. If canceled later than noon the day before the service starts, a 50% refund is available for the first seven canceled calendar days from the cancellation request date. A 100% refund is available for any additional days. 

 

Holidays –

 

A full refund is available if canceled seven (7) days before (EDT/EST) the service begins. If canceled later than seven (7) days before the service starts, a 50% refund is available for the first seven canceled calendar days from the cancellation request date. A 100% refund is available for any additional days.

  

REFUNDS

  • Clients who cancel service per our cancellation policy will receive their refund in accordance to our cancellation policy or may opt to receive a credit to their account to use for future reservations. Credits given will be held on account for six months. After six months, the credit will no longer be available.

  • No credits or refunds shall be issued due to a late departure or an early return by the client.

 

SURCHARGE AND EXTRA FEES POLICY

  • A last-minute booking surcharge of $10 will apply for all same-day service requests.

  • Specific time requests are an additional $5 per visit. Due to unpredictable traffic, our sitters have a 30-minute window to arrive at the requested time.

  • RubyRed’s Pet Care, LLC reserves the right to charge at $25.00 per half hour or any portion thereof, for additional time spent over a 30-minute visit that is necessary for the care of the client’s pet(s) and home.  This includes service and time for the following, but not limited to:  all veterinary trips; pet illness; excessive clean-up resulting from pet incontinence, accidents or frequent vomiting; complications administering medications; obtaining pet food, medicine or supplies; wait time for emergency home repair; search for pet(s) that escaped confinement or leash, pet refusing to return to their confinement areas such as their crate, kennel, room, etc.

  • The client is responsible for all expenses incurred, such as purchasing supplies or pet food or veterinarian bills accrued in their absence and must reimburse RubyRed’s Pet Care, LLC upon return.

 

INCLEMENT WEATHER 

  • Although all reasonable efforts will be made to provide the agreed-upon services, inclement weather (e.g., snow, ice, floods, etc), national emergencies, acts of God, or other circumstances beyond our control may delay or prevent pet sitter’s visit(s).  In such a case, the client and/or the emergency contact person will be notified so that other arrangements can be made, if necessary.

  • To ensure the safety of our pet sitters and the community, we initiate our Inclement Weather Plan when localities close schools due to potentially dangerous weather conditions. When initiated, we announce our Inclement weather Plan for that day and specific weather concern on our Social Media, website pages, and via email. During inclement weather situations, our midday dog walking services may be canceled and our pet sitting service schedules may be altered.

  • We ask that all clients provide us with an inclement weather emergency contact that can care for your pets in the event we cannot access your home. Your emergency contact should be able to walk to your home and have working keys for entry. All visits that are canceled as a result of inclement weather are credited to your account for use toward future services.

  • We also ask that you consider your pet sitter’s safety by clearing steps and walkways of ice, snow, and debris as well as designating a neighbor to do so when you are traveling. Please also note that your sitter is empowered to shorten exercise time during heavy rainfall and lightning and/or thunderstorms or extreme heat.  In such cases, exercise time will be replaced with indoor playtime and TLC.

 

HOME ACCESS

There are several ways you can provide access to your home.

Lock box with key (the most preferred method) –

  • A lock box with your house key (please test to make sure it works) must be accessible to the sitter in the front of the home. Make sure it is in a place where we can access easily during bad weather and dark hours. Regardless of having a keypad, garage code, e-key, etc. there must be a key available to us in case one of the electronic entrances fail.

 

A Key Copy –

  • You may provide 1 or 2 keys to be kept and managed by RubyRed’s Pet Care, LLC.  One key will be with the assigned sitter; the second key (if provided) will be secured in a locked box at our office.

  • If you prefer not to allow us to keep a copy of the key, we may leave the key in the manner of your choosing.  However, the client releases RubyRed’s Pet Care, LLC, from all liabilities, responsibilities, and claims related to any incidents that may occur.   It’s super risky to leave it under a mat, and anyone can grab it after the sitter leaves but we’ll do it and you assume all the risks and liabilities.  

  • Should keys become unusable, the lock malfunction, the client fails to leave a key or for any other reasons beyond pet sitter’s control, RubyRed’s Pet Care, LLC has the authorization to employ the services of a locksmith to gain entry to a client’s home on client’s behalf.  The client will be responsible for all expenses incurred and will reimburse RubyRed’s Pet Care, LLC, with the credit card on file.

  • Keys may be left with a full-time concierge; however, the length of the visit will be affected by the amount of time it takes for the concierge to provide the pet sitter with access to the home.

  • The keys will be kept on file for future services.

  • A $15 service charge will be added for keys to be dropped off at the end of services or picked up for subsequent appointments. Or, clients may drop off and pick up keys at a location convenient to the pet sitter.

  • If the account is inactive for longer than one year, RubyRed’s Pet Care, LLC, may destroy all keys and entry devices associated with that account.

 

Gate Access –

  • If you live in a gated community, you must provide a gate card, remote or appropriate access codes. No exceptions unless the community doesn’t allow them. We will not access your apartment/condo via a leasing office or by following someone through the gate. It makes us look like creepers.

 

House Alarms –

  • If you choose to keep your alarms active during our visits, we must have the alarm codes, password, and alarm company name and phone number in our secure online reservation system. If we do not have this information in our system, we will not be responsible for any false alarms. Alarms must be in good working condition with no numbers sticking or not working properly. We would definitely look like creepers!

  • If alarm information changes at any time, it is the client’s responsibility to update the information directly in the online profile or to contact the RubyRed’s Pet Care, LLC office with the information.

 

Parking –

  • It is the client’s responsibility to provide reasonable parking options/access for pet sitters to provide services. In instances where parking is unavailable on or near the property, RubyRed’s Pet Care, LLC reserves the right to charge for additional time and cost of paid parking required to secure parking and walk to the client property.

 

Other Visitors –

  • The client must inform RubyRed’s Pet Care, LLC, if anyone else will have access to your home during our service period, i.e., house cleaners, realtors, repairmen, friends/family, etc. Please inform them that we will be there as well.

  • Please be aware that shared entry will waive our liability insurance and bonding for your home and pets. RubyRed’s Pet Care, LLC, shall not be held liable for any damages or loss incurred to your home or pets during the entirety of any pet sitting schedule, where someone other than RubyRed’s Pet Care, LLC has access to your home.

  • Liability waiver does not apply to client’s emergency contact(s), as named in the client’s profile as having a key to the client’s home, with the understanding that said contact(s) will not be entering the client’s home during the entire term RubyRed’s Pet Care, LLC’s visit schedule, unless called to the client’s home, by a RubyRed’s Pet Care, LLC representative, in the event of an emergency.

 

CLIENT/PET INFORMATION

  • It is a client’s responsibility to update their client information, including emergency contact information and pet details, including veterinarian information and feeding instructions. Pet sitters will follow these detailed instructions to provide the best care to your pets.

  • If you need your username or password reset, please let us know. Do not create a brand new profile.

 

VACCINATIONS 

For the safety of your pet and others, pets must have current vaccinations.  Should pet sitter be bitten or otherwise exposed to any disease or ailment received from the client’s animal, it will be the client’s responsibility to pay all medical costs and damages incurred by the victim.  Client attests to the fact that all licenses and vaccinations required by the State of South Carolina, as well as the city and/or county in which they reside, are current according to law. Clients may choose to have their pet(s) medical records and/or current vaccination certificates added to their client portal profile by emailing these documents to rubyredspetcare@gmail.com.

 

VETERINARY & EMERGENCY CARE

  • If a pet becomes ill while under the care of RubyRed’s Pet Care, LLC, every attempt will be made to contact the client immediately and directly. If the client is unreachable, the client authorizes the representative of RubyRed’s Pet Care, LLC, to transport pet(s) to the veterinarian client has listed on file.

  • If veterinary care is required outside of veterinarian’s office hours, the client authorizes RubyRed’s Pet Care, LLC, to transport pet(s) to the closest emergency veterinarian. Client authorizes representative of RubyRed’s Pet Care, LLC to approve any emergency treatment recommended by the veterinarian up to the dollar amount client has specified in their client profile.

  • The client agrees to pay for all charges incurred by a) keeping their credit card on file with their veterinarian or b) reimbursing RubyRed’s Pet Care, LLC, immediately upon returning home. Client acknowledges there will be a fee of $50.00, which covers round trip emergency transportation to the veterinarian, as well as staying with your pet(s) during any examinations and waiting for tests, as needed.

  • The client releases RubyRed’s Pet Care, LLC, from all liabilities related to transportation, treatment, and expense.

 

JOB SHARING

  • To maintain the integrity and quality of care we provide for all our clients, RubyRed’s Pet Care, LLC does not job share pet sitting and/or dog walking services. This includes paid, as well as non-paid caregivers.

  • Client acknowledges that when they hire RubyRed’s Pet Care, LLC to care for their pets that ONLY RubyRed’s Pet Care, LLC will be caring for their pets during scheduled service dates and that any friends, neighbors, relatives, etc., will not be sharing pet care responsibilities with RubyRed’s Pet Care, LLC.

  • Scheduled service dates are considered the entirety of the visit schedule from the first visit on the first day until the last visit on the last day.  If another person(s) are in the home at any point during your time away, ALL terms and conditions will be terminated, the remainder of visits canceled, and NO REFUNDS are given.

  • If there are special circumstances, these will need to be discussed before RubyRed’s Pet Care, LLC taking the assignment. RubyRed’s Pet Care, LLC, reserves the right to discontinue services if the sitter is not comfortable sharing.

 

OTHER TERMS AND CONDITIONS

  • Due to the extreme unpredictability of animals, RubyRed’s Pet Care, LLC, and pet sitters cannot be held responsible for any unusual mishaps (i.e., pet’s refusal to take medication, escaping from the yard, biting, eating or destroying household items, damage to inside/outside of home, personal injury/accidental death).  If the client requests pet(s) to have outside access, the client releases RubyRed’s Pet Care, LLC, and pet sitters from all liability for loss, injury or death to pet(s).  The client is liable for injury or damage to Third Parties and their pets.

  • The client authorizes RubyRed’s Pet Care, LLC, and pet sitters to take photos and videos of client’s pets for their file and business social media accounts and website.  All images and videos taken are the property of RubyRed’s Pet Care, LLC.

  • Visit times are approximate and subject to change based on the needs of all pets under pet sitter’s care.  Pet sitter is entrusted to use the best judgment in caring for pet(s) and home, in the event of an emergency, inclement weather or natural disaster. RubyRed’s Pet Care, LLC, and pet sitters will be held harmless for consequences related to such decisions.

  • In the event of injury or illness of your pet sitter or other emergency circumstances where duties are unable to be performed, the client authorizes RubyRed’s Pet Care, LLC, to arrange for a back-up sitter to take over duties as outlined in this agreement. The alternate sitter will be provided access to the home to perform pet care.

PET TAXI SERVICE

  • The client agrees that each pet must be in good health, and current on vaccinations, de-wormings, and flea prevention before transportation.

 

  • In the case of a medical emergency during transit, we will make every effort to contact you; however, we request your permission in advance, to take your pet to a veterinarian if needed. The client agrees to give us consent to seek veterinary care for your animal should it be necessary and agree to be responsible for all costs associated with that treatment.

 

  • RubyRed’s Pet Care, LLC agrees to exercise due and reasonable care while transporting said animals and ensure that the animals are watered and fed properly and regularly and are safely housed. Animals will be transported by RubyRed’s Pet Care, LLC, without liability for loss or damage from any unavoidable cause (including sickness or death due to illness or disease).

 

  • The client agrees to give us consent to seek treatment for your animal, and agree to be responsible for all costs associated with that treatment. We will not be held responsible if your pet is to get sick or die due to illness or disease.

 

  • All dogs/cats must be at least 8 weeks of age to be transported. We expect all dogs (except puppies) to be lead trained so they can be safely walked. We will not transport an aggressive or unhealthy animal.

 

  • The client acknowledges that the transporter cannot be held at fault for travel delays beyond our control such as traffic, weather, or other circumstances.  We try to give you an anticipated schedule but cannot guarantee an exact date or time to be at the origin or destination. We will contact you before pickup and delivery to narrow down the time frame as we get close to you.

 

CANCELLATION OF AGREEMENT

RubyRed’s Pet Care, LLC reserves the right to terminate this agreement at any time before or during its term if pet sitter determines that the client’s pet poses a danger to the health or safety of herself/himself or others.  If concerns prohibit pet sitter from caring for the pet, the client authorizes pet to be placed in a kennel with all charges to be charged to the client.

 

BONDING & INSURANCE

RubyRed’s Pet Care, LLC, and all its contractors are fully insured through Pet Care Insurance, Administered by Veracity Insurance Solutions, UT and underwritten by Lloyd’s London. We are insured for care, custody, and control of your pets and our policy includes a surety bond, which covers any damage to personal property.

 

NOTE: We do not disclose your information to any third party unless we have received your approval. Only the pet sitter providing your service, and the office has access to your information. Your privacy and the protection of your information is extremely important to us, and we take all aspects of this very seriously.