Pawsitive Vibes LLC Terms of Service Agreement
(Updated February 2023)
Below outlines the terms of service, policies, and procedures of Pawsitive Vibes 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 in which the client provides an electronic signature and will remain in effect until terminated by either party as provided below.
Pet Sitter and Client each may terminate this contract at any time by written notice to the other. Pet Sitter will be entitled to payment for all services rendered until notice of termination is received, and for any transition services reasonably required to provide for the health and welfare of Client’s pets. Pet Sitter will not terminate during a period of scheduled service unless Pet Sitter determines, in his/her sole discretion, that a danger exists to the health or safety of Pet Sitter. If such concerns preclude Pet Sitter from providing further care of the pet, then Client authorizes Pet to be placed in a kennel, with all charges therefrom to be charged to Client. Every attempt will be made to notify the Client if this situation occurs.
By hiring Pawsitive Vibes LLC the Client understands they have a contract with the company as a whole including all employees and fully insured independent contractors. Due to scheduling needs of the staff the Client understands that they are not able to select which pet sitter will be providing services, however the Client will have the opportunity to have a free meet and greet with any pet sitter providing care.
The Client may NOT hire any of Pawsitive Vibes LLC’s independent contractors without going through Pawsitive Vibes LLC. If an independent contractor is completing work for a client ‘under the table’ without using the Scout app all of the Client’s scheduled appointments will be canceled, the card on file will be charged for any outstanding balances, this service contract will be terminated, and their Scout account will be deactivated immediately.
MEET & GREETS
The Client’s first meet and greet with their Pet Sitter is completely free of charge. If an additional meet and greet is needed Pawsitive Vibes LLC must be notified at least 3 days before the next scheduled service. All additional meet and greets will be charged as a 30 minute drop in visit ($22 + $5 for one additional pet or +$10 for two or more additional pets)
The only exception is if the Client has added an additional pet in which Pawsitive Vibes LLC will be providing care, or if a different Pawsitive Vibes LLC employee will be caring for the pet(s).
SERVICE HOURS
Pawsitive Vibes LLC provides services 24 hours per day, seven days a week, 365 days a year unless an official closing notification has been made. Please note: The hours of 8:00 PM – 8:00 AM are reserved for overnight visits. If services are needed within these hours it should be agreed upon in advance and an additional $5 charge will be added to each appointment scheduled between 8:00 PM - 8:00 AM.
We will always attempt to notify Clients at least two weeks in advance if any closings occur.
PRICING
The most up to date pricing may be found on our website at any time by visiting https://www.pawsitivevibes-nc.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, except when the Client is pre-charged for a service.
LAST MINUTE SCHEDULING:
Any service scheduled within 24 hours prior to the start time of the appointment will receive a $5 surcharge.
RESERVATIONS / SCHEDULING
Office hours are scheduled 9:00am-5:00pm Monday - Friday. This is when we will be available to answer questions and complete non-urgent scheduling needs. Please be respectful of our ‘down time’ and do not text or call outside of office hours. We are always available to speak with a Client during their scheduled appointment even if the appointment occurs outside of office hours.
You can schedule, change, or cancel services the following ways:
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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.
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Email: Send us an email to PawsitiveVibesNC@gmail.com , and we’ll schedule your services for you and email your confirmation.
**Please do not message us on our Social Media accounts for service requests!
All services are scheduled on a first come first serve basis. However, Pawsitive Vibes LLC reserves the right to schedule walks / drop in visits so that they best comply with Pet Sitter's commute & use of time.
If the time slot you request is already filled you will be contacted with the next available time slot. Once a time slot has been agreed upon we’ll book your services for you and email your confirmation.
If you need a service during non-business hours (any time between 8:00 PM - 8:00 AM) arrangements must be made at least 24 hours in advance, and an additional service fee of $5 will apply.
PAYMENT PROCEDURES
Pawsitive Vibes Pet Care accepts automatic payment via Braintree through the Scout App for payment. No cash or checks unless used for optional tipping.
Full payment is required by the start of the scheduled service for 1st time clients.
If any appointment is extended after the appointment has already begun, the client 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.) In the event it is necessary to initiate collection proceedings on the account, the Client will be responsible for all attorney’s fees and costs of collection. Pawsitive Vibes LLC reserves the right to pre-charge for any service if a client has previously been late on a payment. No service requests will be accepted or completed until the Client pays any outstanding balances.
Tips are always appreciated! If you’d like to leave a tip, you can do so in the form of cash, checks, PayPal, Venmo, or included with the invoice via credit card. (Click on the ‘Leave a Tip’ button in the emailed Scout Report Card)
DEPOSITS / CANCELLATIONS
Overnight Pet Care / Vacation (Multi-Day) Drop In Visits:
A non-refundable deposit of 50% of all overnight pet sitting and vacation drop in visits (where a Pet Sitter is providing two or more drop in visits a day over two or more consecutive days) scheduled by a returning client will be due one week before services are scheduled to begin. If the service is booked over a holiday / holiday weekend the 50% deposit will be due two weeks before services are scheduled to begin. The deposit will be used towards your appointments. If a service is canceled before the credit card on file is charged, there will be no penalty for canceling. If a service is requested within the 1 to 2 week deposit window the appointments will be approved as soon as the non-refundable 50% deposit is paid. New clients are required to pay 100% upfront, and 50% will be applied as a credit to their account to use for future reservations.
Once the deposit is paid both parties are agreeing that all scheduled appointments will be completed. No credits or refunds shall be issued due to a late departure or an early return by the client as Pawsitive Vibes LLC has reserved these appointment times for you and may have had to turn away other clients to be available during your requested times.
Recurring Dog Walking, Drop In Visits / Pet Taxi / House Sitting:
If a dog walking, drop in, pet taxi or house sitting service is canceled within 24 hours before the service is scheduled to begin the client will be charged $10.
If a dog walking, drop in, pet taxi, or house sitting service is canceled within an hour before the service is scheduled to begin the client will be charged for the appointment in full.
If cancellations become excessive (5 or more canceled appointments within a month) the Client may be charged $10 per cancellation even if canceled outside of the 24 hour cancellation window.
SURCHARGE AND EXTRA FEES POLICY
Pawsitive Vibes LLC reserves the right to charge $22.00 per half hour or any portion thereof, for additional time spent over the scheduled duration of the 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 Pawsitive Vibes LLC upon return.
Holidays:
A $5 surcharge will apply to each appointment booked on a holiday or holiday weekend.
Holidays / holiday weekends observed are New Years Eve, New Years Day, Easter / Weekend, Memorial Day / Weekend, Independence Day / Weekend, Labor Day / Weekend, Thanksgiving / Weekend, Christmas Eve & Christmas Day / Weekend.
The following holidays will only receive a $5 surcharge to any appointments scheduled after 5:00pm: Valentine’s Day, St. Patrick’s Day, Halloween
INCLEMENT WEATHER
In the event of inclement weather, natural disaster or circumstances beyond our control, e.g. acts of terrorism, etc., Pawsitive Vibes LLC is entrusted to use best judgment in caring for pet(s) and home. Pawsitive Vibes LLC will be held harmless for consequences related to such decisions.
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 a 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 concerns 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 / freezing temperatures. In such cases, exercise time will be replaced with indoor playtime and TLC.
HOME ACCESS
Locksmith Clause: In the event that Pet Sitter is required to employ a locksmith to gain entry into Client’s premises due to a malfunction of the lock or a failure of the Client to leave a key, it shall be the responsibility of the Client to reimburse for all costs incurred. The Client expressly gives Pet Sitter the authority to employ a locksmith on Client’s behalf in the event of the aforementioned occurrences.
A Key Copy:
The Client must provide us with at least 2 keys, even if the pet sitter will be using a keyless entry into the home. Digital locks do malfunction, and we would hate to be unable to enter your home to care for your pets. One key will be with the assigned sitter; the second key will be secured in a locked box at our office. The keys will be kept on file for future services.
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 Pawsitive Vibes LLC from all liabilities, responsibilities, and claims related to any incidents that may occur by leaving the client’s residence unlocked or by leaving a key on the premises.
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. 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. Pawsitive Vibes LLC may destroy all keys and entry devices associated with that account.
The Client understands that key copies may be provided to several Pawsitive Vibes LLC staff members and independent contractors in order to ensure multiple staff members are capable of providing care for the Client's pet(s). Pawsitive Vibes LLC will retrieve all keys from employees that are no longer contracted with Pawsitive Vibes LLC.
Lock Box With Key (the most preferred method):
A lock box with your house key 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. If the Client is using a lock box they do not need to provide Pawsitive Vibes LLC with two key copies.
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.
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, Pawsitive Vibes LLC reserves the right to charge for additional time and cost of paid parking required to secure parking and walk to the client property. The client is responsible for making the pet sitter aware of parking restrictions within their community.
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.
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 Pawsitive Vibes LLC with the updated information.
Other Visitors:
The client must inform Pawsitive Vibes LLC if anyone else will have access to your home during our service period, i.e., house cleaners, realtors, repairmen, roommates, friends/family, etc. Please inform them that we will be there as well.
Please be aware that shared entry may waive our liability insurance and bonding for your home and pets. Pawsitive Vibes 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 Pawsitive Vibes 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 of Pawsitive Vibes LLC visit schedule, unless called to the client’s home, by a Pawsitive Vibes LLC representative, in the event of an emergency.
CLIENT/PET/HOME INFORMATION
It is the Client’s responsibility to update their client information, including emergency contact information, pet details ( including veterinarian information and feeding instructions) and home information including access information. 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.
PERSONAL INJURY / EMERGENCY / SICKNESS OF PET SITTER
In the event of personal emergency or illness of Pet Sitter, Client authorizes Pet Sitter to arrange for another qualified person (Pawsitive Vibes LLC staff or emergency contact) to fulfill responsibilities as set forth on this contract. If another Pawsitive Vibes LLC staff member completes the service the client will still be charged as normal. If an emergency contact must complete the service the client will not be charged or will receive a credit for future services. Every attempt will be made to notify the Client if this situation occurs.
JOB SHARING
To maintain the integrity and quality of care we provide for all our clients, Pawsitive Vibes 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 Pawsitive Vibes LLC to care for their pets that ONLY Pawsitive Vibes 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 Pawsitive Vibes LLC.
Scheduled service dates are considered the entirety of the visit scheduled 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 the Client understands that it is possible that ALL terms and conditions may be terminated, the remainder of visits canceled, and NO REFUNDS are given.
If there are special circumstances, these will need to be discussed before Pawsitive Vibes LLC takes the assignment, and the Client understands that by deciding to job share they are relieving Pawsitive Vibes LLC of any liability to the home or pets. Pawsitive Vibes LLC reserves the right to discontinue services if the sitter is not comfortable job sharing.
VACCINATIONS
For the safety of your pet and others, pets must have current vaccinations. Should a 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 North Carolina, as well as the city and/or county in which they reside, are current according to law. Clients agree to have their pet(s) medical records and/or current vaccination certificates added to their client portal profile by emailing these documents to PawsitiveVibesNC@gmail.com. All pets must be current on deworming and flea prevention.
VETERINARY & EMERGENCY CARE
If a pet becomes ill or injured while under the care of Pawsitive Vibes LLC every attempt will be made to contact the client immediately and directly. If the client and emergency contact is unreachable, the client authorizes the representative of Pawsitive Vibes LLC to transport pet(s) to the veterinarian the client has listed on file.
If veterinary care is required outside of veterinarian’s office hours, the client authorizes Pawsitive Vibes LLC to transport pet(s) to the closest emergency veterinarian or the emergency veterinarian on file. Client authorizes representatives of Pawsitive Vibes LLC to approve any emergency treatment recommended by the veterinarian. The client agrees to pay for all charges incurred by either keeping their credit card on file with their veterinarian or by reimbursing Pawsitive Vibes LLC immediately upon returning home.
Client acknowledges they will be charged the current hourly rate, per hour (rounded up) for Pawsitive Vibes Pet Care to transport and wait with the animal(s) at the veterinary clinic.
Should an insurance claim be filed and accepted, the customer will be responsible for paying the insurance deductible in addition to the hourly rates to Pawsitive Vibes LLC.
OTHER TERMS AND CONDITIONS
Due to the extreme unpredictability of animals, Pawsitive Vibes 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 Pawsitive Vibes 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 Pawsitive Vibes 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 Pawsitive Vibes LLC.
Visit times are approximate and subject to change based on the needs of all pets under pet sitter’s care. Due to unpredictable traffic, our sitters have a 30 minute window to arrive at the requested time.
Due to a pet’s excitement to see us, “door darting” may be attempted by a pet. We take every precaution to prevent this from occurring, but do require that all dogs and cats under our care wear an ID tag (or collar) stating their name and your phone number, or be microchipped.
CANCELLATION OF AGREEMENT
Pawsitive Vibes 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 poses a danger to the health or safety of herself/himself or others. If concerns prohibit a pet sitter from caring for the pet, the client authorizes the pet to be placed in a kennel with all charges to be charged to the client.
INSURANCE
Pawsitive Vibes LLC and all of their independent contractors are bonded and fully insured for dog walking and house sitting through Business Insurers of the Carolinas. Each employee can provide proof of a cleared background check.
NOTE: We do not disclose your information to any third party unless we have received your approval. Only the pet sitters 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.
Client acknowledges that by signing below, he/she is providing written approval for the provision of services by Pet Sitter during any service period scheduled by Client and accepted by Pet Sitter. Upon such scheduling and acceptance, Pet Sitter/Company will be authorized to enter Client premises and perform services without additional signed contracts or written authorization and to accept telephone reservations for future visits.
Please note:
My signature confirms that I have reviewed this Service Contract in its entirety. The information provided by me is complete and accurate and I agree to all its terms and conditions as set out above.