Policies
New Clients
Once your online profile is made we will schedule a phone consultation and a complimentary new client consultation in your home so we can meet your pets, learn their routines, and ensure both parties are a right fit.
At the meeting, please provide a copy of your house key (2 copies are preferred, see Keys below). NOTE: If you do not have key(s) ready at that time, you can drop them in our secured drop box outside our office or there will be a Key Pick-up charge of $10 if we have to come to you.
Due to the amount of time needed to coordinate everything in our system, we prefer a minimum of one week (7 days) before the date of the first requested visit for new clients. Ideally, the sooner we can schedule the consultation, the better. If you are requesting services within less than 7 days please text/call and discuss with our management team to see if we will be able to provide services for you.
Keys
We require one working/tested copy of your house key but prefer two. By keeping your key on file with us, it’s easier to accommodate your pet-sitting reservations in the future. Our security bonding and liability insurance allow you peace of mind in knowing we will safeguard your key(s). Only an internal code number is on the keys and they are stored in a locked safe in a locked office. If you prefer to have your key returned, there will be a $10 pick up/return fee each time and we will need to coordinate a key pick up/return and must be a minimum of 10 days before services. We LOVE keyless entry (keypad or garage keypad) however, we still need one key to store in our locked cabinet in the event there is a malfunction with the keypad/garage door or a power outage.
Scheduling
Our new online scheduling system makes it easy to request care for your pets. You must use the online scheduling program to make your reservation. This will help us keep communications clear and all in one place, instead of using text, email, and phone. It is the client’s responsibility to keep home/pet care profiles up to date; this is what our pet sitters use to provide the best care possible.
If you need to cancel a reservation, you will be required to log on to your account and manually cancel your services. We will then communicate with you if there are any cancellation fees. We will no longer be accepting cancellations or changes to reservations via text.
We publish our schedule the Thursday before each week. Any request that is less than 72 hours prior is considered a last minute request. These last minute requests will have a $6 per visit short notice fee which is paid directly to the team member willing to cover last minute. Reservations made during non-office hours will be considered within the next business day.
Payment
We accept online payments for all services. Midday and dog walking invoices are sent out every other Saturday after services have been performed. Staycation invoices will be sent prior to services being rendered. You can then login to your account and pay by credit card. You can also choose to keep your credit card on file and we will charge your services accordingly once we confirm staffing availability. Your reservation is not official until your 50% deposit has been made.
New clients must first register their account and once services have been confirmed online payments can be made. If you need to cancel services within our cancellation period, any payments will either be carried as a credit or will be refunded promptly.
Staycation Cancellation Policy
During non-holiday periods, cancellations with less than 3 days notice will be charged 50% of the total invoice.
Reservations canceled during a holiday time period (including Spring Break) require a minimum of 10 days' notice to avoid the 50% cancellation fee. The cancellation period begins with the first day of the service period. If you return from your trip early, we request a notification of at least 24 hours. Otherwise, no refund or credit will be issued for unused visits.
Holiday periods include but are not limited to New Year's, Spring Break, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving, and for the busy Christmas holiday we consider it to be 12/20-1/2.
Midday/Dogwalking Cancellation Policy
Our cancellation policy is a little different for our daily dog walking clients. As long as you contact us 2 hours before our scheduled walk, you will not be charged. If we are headed to, or arrive to your home for your scheduled walk and you are home or the dog is not home, the full fee will be charged.
Holidays
It is our pleasure to be available to care for your pets every day of the year! There will be an additional $5 per visit fee for services on the following holidays: New Year’s Eve, New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day.
Because the schedule fills up quickly for holidays, we may require fees to be paid at the time the reservation is made. Reservations during a holiday time period (and Spring Break) require a minimum of 10 days’ notice to cancel free of charge. If not provided 10 days notice, a cancellation fee of 50% of total services will be charged. We consider the busy Christmas holiday period to be 12/20-1/2.
The cancellation period begins on the first day of the service period (See Cancellation Policy above).
Other Access
For the safety and best possible care of your four-legged loved ones and your home, we ask that no one besides Leads employees care for your pets during the service period in order to avoid missed/doubled feedings or medications, pets escaping, etc. If you believe that is unavoidable, please contact Leads management to discuss. It will be management's decision if we are able to provide services for you. If you have a housekeeper or other non-pet related person with access to your home, please provide their contact information.
Updated December 1st, 2021.