Policies

Payment/Cancellation

General 

1. Method of payment

Clients may pay in-person or online though 24/7 Pet Care’s booking site. Online payments accepted include credit/debit cards and paypal. In-person payments accepted include cash, check, and credit/debit cards via Square. For new clients, bookings for long-term care, or bookings exceeding $100, payment by check must clear before the start of services.

2. Time of payment

Services must be paid IN FULL before or by the start of services. Exceptions include prorated services, which will be quoted when the service is requested, and then invoiced upon completion.

Overnight pet sitting:

Due to the exclusive nature of these bookings, 50% of the booking must be paid in order to reserve the stay. For overnights during holidays 100% must be paid to reserve the booking (some exceptions for requests several months out).

3. Client cancellation & Refunds

For payments made via credit, debit, or paypal, the transaction processing fee will be subtracted from the refund amount. (2.9% + 30 cents of total).


Refunds for amounts less than $20 can only be applied as a credit towards future booking. 


3.a For Visits excluding Overnights

For individual drop-ins/dog walks:  A 24 hour notice is required from clients if cancelling a service for a full refund/credit. Services cancelled with less than 24 hour notice will receive a 50% refund/credit. Services cancelled after I have started the booking/arrived for the visit do not receive a refund.


Holiday/Vacation: For cancellation of holiday or bookings longer than 3+ days for vacations, clients must give 3 day notice for a full refund for short visits. Holiday cancellations with less than 3 days notice receive a 50% refund. No refunds if I have already started the stay and the remaining visits are cancelled. 


3.b For Overnights

A 25% non-refundable deposit is due at time of booking for overnights scheduled during a listed holiday. 

For bookings with overnight pet sitting, 7 days notice is required for a full refund. Less than 7 days notice would receive 50% refund, less than 3 days would receive 25% refund. No refunds for less than 24 hours notice/if I have already started the stay and the remaining visits are cancelled. 

4. Service provider cancellation

I do my very best not to cancel, but if I were forced to due to illness, injury or similar, a 100% refund would be given for the missed services. A credit for a future booking would also be given to the client, valued at 30% of the cancelled booking's original cost. As long as I am still able I would arrange for a professional to take over the care of your pet(s).

5. Late Payment

Payment is due at time of service, or on the custom date listed on your invoice (if applicable). For invoices not paid by their listed due date there is now a 20% late fee for all late payments. You will receive a 7 day grace period following the due date for services rendered, after which a 20% per week interest charge will be assessed on the entire balance. If there is an unpaid balance for over 10 days, 24/7 Pet Care reserves the right to discontinue caring for your pets until the balance is paid in full. Balances that remain unpaid for 30 days will be sent to collections.

1.  Time of arrival

With the exception of services that require a set appointment time (pet transportation, dog training with owners present, daytime pet sitting for dogs who cannot be left alone), all services have a one or two hour arrival window to account for unexpected hold-ups, etc. These windows are standardized: 8am-, 9am-10am, 10am-12pm, 12pm-2pm, 2pm-4pm, 4pm-6pm, 6pm-8pm, 8pm-9pm, 9pm-10pm).

Early morning/late night visits (before 8am or after 10pm) have 1 hour windows.

When I have multiple bookings in one window, visit orders are decided based on: relative location to one another, animal species (animals that must be let outside to potty are visited before those who do not), medical needs, and preferred time of visit. 

Exceptions are possible for medication administration, very young or very old dogs, etc.

3. Key Pick Up/Return

Clients have the option to keep a key on file with me. If I have to make a separate trip to pick up or drop off a key there is a $10 charge. I recommend the use of key lock boxes to make transfer easier if you don't want to keep a key on file.

For houses with keypad access codes a physical key must be available for use in the event of equipment failure, etc.

4. Hours of operation and contacting me

I offer most services 24 hours a day, 7 days a week. However I do sleep! The best time to contact me is between the hours of 9AM and 9PM. Occasionally I will "unplug" for an evening if I don't have any appointments, in which case I will return your email/text/call ASAP the next morning. If I don't answer please leave me a message or send a text and I will get back to you as soon as I'm free.

5. Scheduling/Last minute requests

I try my very best to be as accommodating as possible, and frequently take last minute requests. As a general rule, with exceptions for emergencies, I require two hours of notice for service requests during normal visit hours (8 AM -10:00 PM). For late night/early morning service requests I require 12-24 hours notice, again with some exceptions possible for emergencies. 

A $5 fee will now be applied to same day/last minute requests. 

I encourage clients to check my availability calendar before requesting visits for overnights.

Dog Walking

1. Weather

 Dog walks may be cancelled (with full refund or credit applied to another service) on short notice due to prohibitive weather (heavy rain, storms, ice, heavy snow). I also do not do walks longer than 15 minutes when the temperature is above 85 degrees.

I do not walk dogs at all, other than quick potty breaks, in the following circumstances:

An active heat advisory; temperatures or heat index over 90 degrees; wind chill advisory; icy or snowy conditions that would make walking dangerous; or other weather watches and warning that would make walking potentially dangerous. 

2. Leashes

 I reserve the right to use my own fixed length leashes if a flexi-lead is all that is available.

3. Prong collars

If your dog is walked with a prong collar, I require the use of a prong collar back-up (in case of equipment failure). If necessary I can provide one for you. 

4. Excessive pulling

For large dogs (50+ lbs) that don't do well on leashes, I require some sort of anti-pulling tool to be provided by the owners (halti-lead, no-pull harness, prong collar, etc.). I do not walk heavy pulling dogs on regular flat collars. It's not good for them or for me!

Notice: I DO NOT use special equipment (such as prong collars, etc.) on dogs unless you, the owner, have provided me with it or told me to use it. 

p: 217-615-3199    

e: petcareil24.7@gmail.com

©2019 by 24/7 Pet Care. 

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Servicing Springfield, Chatham, Jerome, Leland Grove, Rochester, & Sherman, Illinois