TERMS OF SERVICE

(UPDATED October 2021) 

 

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.​

 

PET CARE DURING COVID19

It is our top priority to ensure our 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 our day-to-day.  

 

Pet Care requests will be fulfilled with extra care and safety measures that include:

  • We are continuing to supply our sleeping gear and toiletries.  Bed linen is left untouched by the pet sitter.

  • We are limiting access to your home to only the assigned pet area, bathroom, and sleeping area. If the door is closed, we do not enter!

 

To help our pet sitters keep your homes safe, here are some tips for completing before leaving on your trip:

  1. Leave all pet care items such as food, bowls, medication, leashes, etc., located in one area to limit access and exposure to 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.  If your home is found unsafe and a health hazard, we will not provide Overnight Stay services. (i.e., roach or flea infestation)

  3. Please have brooms, vacuums, and other cleaning supplies/equipment easily accessible for light housekeeping services. We will not use our equipment to minimize cross-contamination.

 

Any areas we touch or have access to will be disinfected upon leave.  If you prefer specific cleaning solutions, please do not hesitate to let us know.

​ 

SERVICE HOURS ­­

​Office hours: Monday – Friday from 8 AM – 5 PM

Pet care service hours: Seven days a week

RESERVATIONS 

​Our pet sitters' schedules are logistically planned a week ahead. Submitting a request at 10 PM for the next day will not be seen until after 8 AM the next business day. We will do our best to accommodate last-minute requests; however, we may not be able to honor your requested time.

 

Please allow at least three business days' notice for basic services such as Dog Walks and Drop-in Visits.

 

When to submit a request:

  • For a Wednesday appointment, submit your request by Monday before 5 PM.

  • For a weekend appointment, submit your request by Wednesday before 5 PM.

  • For Pet Sitting services such as Overnight Stays, Bedtime Care, Day Sitting, please schedule at least one month ahead of time as these services are high in demand.

 

To use our Online Scheduling Service:

  1. Log in to your account from our Client Web Portal or mobile app, Scout for Pet Owners (Available in Google & Apple Play Store).  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 timeframes 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 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.

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.  Charges are completed every Tuesday morning for any services provided the week prior, Monday through Sunday.

 

  • Suppose any appointment is extended after the appointment has already begun. In that case, the credit card on file will be charged when visits are added.

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

  • Tips are always appreciated! Our hard-working pet sitters keep 100% of their tips.  If you would like to leave a tip, you can do so in the form of cash, PayPal, Venmo, Cash App, Zelle, or include it 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 our highest peak times! 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-holidays –

 

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 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.

 

SURCHARGE AND EXTRA FEES POLICY

  • Our first Meet n Greet sessions are complimentary and are a great opportunity to discuss your pet care needs. New information can be updated on your account profile; however, if you require an additional meeting, a 30-min visit can be scheduled at $25 plus $15 for every 15 additional minutes.

  • 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 the allotted time of the visit necessary for the care of the client's pet(s) and home.  This includes service and time for the following, but not limited to: overly soiled pet areas; 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.

  • Pets with extremely sharp nails pose a danger and health risk to themselves, other pets, and the pet sitters. A $25 fee will be charged if our pet sitters incur injuries due to your pet's sharp nails.

 

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 the emergency contact person will be notified to make other arrangements, 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 activated, we announce our Inclement Weather Plan for that day and specific weather concerns on our social media, website pages, and via email. Our midday dog walking services may be canceled during inclement weather situations, 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 if we cannot access your home. Your emergency contact should be able to walk to your home and have working keys for entry. All canceled visits because 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 note that your sitter is empowered to shorten exercise time during heavy rainfall, lightning, 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.

Lockbox with key (the most preferred method) –

  • A lockbox 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 if one of the electronic entrances fails.

  • We have available lock boxes for purchase at $20 per lockbox.

 

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. Still, 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 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, 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 false alarms. Alarms must be in good working condition with no numbers sticking or not working correctly. 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 RubyRed's Pet Care, LLC office with the information.

 

Parking –

  • The client's responsibility is to provide reasonable parking options/access for pet sitters to provide services. When 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) would not be entering the client's house 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 the 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.  The client attests that all licenses and vaccinations required by the State of South Carolina and the city and county in which they reside are current according to law. Clients may choose to have their pet(s) medical records, and 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. The client allows the 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. The 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 transportation, treatment, and expense liabilities.

 

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 dog walking services. This includes paid as well as non-paid caregivers.

  • The 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 uncomfortable 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 the 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 the 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 the pet sitter's care.  Pet sitter is entrusted to use the best judgment in caring for pet(s) and home in 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 cannot be performed, the client authorizes RubyRed's Pet Care, LLC, to arrange for a backup sitter to take over responsibilities 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 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 correctly 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 consent to seek treatment for your animal and agrees to be responsible for all costs associated with that treatment. We will not be held responsible if your pet gets sick or dies due to illness or disease.

  • All dogs/cats must be at least eight 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 responsible for travel delays beyond our control, such as traffic, weather, or other circumstances.  We will try to give you an anticipated schedule. Still, We 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 to 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 the pet sitter determines that the client's pet or client's home poses a danger to the health or safety of themselves or others.  If concerns prohibit the pet sitter from caring for the pet, the client authorizes the pet to be placed in a kennel, with all charges 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. 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 have access to your information. Your privacy and the protection of your information are extremely important to us. We take all aspects of this very seriously.