Scheduling & Reservations: Scheduling is on a first come first serve basis. We encourage you to make a pet service reservation a couple weeks in advance to ensure your overnight care and visits are available on the dates you require. We schedule an initial consultation for new clients prior to any reservations to meet you, your pets, and assess your needs. A happy pet is a pet who has met us before you go away. Once you are an established client, ongoing reservations or regular visits are handled over the phone or through our website reservation service.

Pet Visit Times: We will make our arranged pet visits at the time you have requested per the work order and/or service agreement. However, if an unforeseen situation arises, the scheduled visit may be adjusted slightly. However, your pet will never go without love, water, or food due to a minor change in the schedule. 

Keys: We will obtain your house key during the initial consultation. Upon request, we will return the keys within 7 days of the end of your service. It is recommended your key remain on file for convenience in future use of our services and to ensure easy website/telephone reservations, thus avoiding future key pick-up charges of $10.00. Keys are maintained in a secure and locked area and coded for customers’ protection and safety.

Early Return/Last Minute Changes: It is not unusual for vacations/trip plans to change. However, please understand that we carefully schedule our time to service you and other clients. Therefore, except for extenuating circumstances, there are no refunds or credits for early returns or last minute changes to scheduled pet care. Once service begins, payment is due for the original dates scheduled. Please notify us as soon as you know about any change in your return date and time so we can adjust our schedule accordingly.

Cancellations: For pet care visits and dog walking, we require a 24 hour cancellation notice prior to the date of the first visit. Failure to provide notice in this time will result in a 50% cancellation fee for dates of service requested. When booking overnight care, please understand that we only serve one client at a time and often turn away other clients to reserve time to stay with your pet(s). Therefore, we require a 50% non-refundable deposit at the time of booking for all over night services. If you must cancel your trip, we require 2 weeks advance notice, or the full amount of service will still be due.

Confirmation Call: We recommend you call or e-mail us 2 days prior to your departure to verify that all dates, etc are still confirmed. Voicemail is should not be used to cancel or confirm any pet visit or overnight stay. Please use email or speak with one of us at Handy Pet Nanny directly to ensure we have documented your information correctly. We want to ensure your pets needs are carried out as intended - so please do NOT leave town without confirming your trip details, or changes, with us first.

Payment/Fees: Your fee is on your service contract. Fees can vary depending upon your individual pet(s) needs. Payment for your pet care is due upon completion of our services. Typically, we prefer that you leave check for us to take upon exit from your residence after our services. Or, you can use our PayPal feature on our Handy Pet Nanny website. Please make checks payable to: ‘Handy Pet Nanny’ or ‘Mary Ott’. Payments are considered late if not received within 15 days of service. After 15 days, a 15% late charge will apply. There is a $20.00 charge for all returned checks.

Hours of Operation/Holidays/Surcharges: Our regular service hours are 8:00 am - 10:00 pm, 7 days a week. Please be aware there is an additional holiday of $5.00/pet visit and $15.00/overnight care that applies on Thanksgiving Day, Christmas Day, Hanukkah, New Year’s Day, Easter, Passover, Independence Day, Memorial Day, and Labor Day.

Access to Your Home by Others: If you allow any other person(s) access to your home during our service contract period, we cannot be held liable for any damages to property or pets as a result. Please notify us if someone will be in your home during our service period for safety and privacy purposes. This includes: Cleaning, Pool, Yard, Maintenance or any other service providers and/or other family members, as well.  Also, please notify the person(s) who will be in your home that our service provider will be arriving and staying on your property so that they are not surprised or frightened by our entrance. 

Pet Supplies: Please ensure there is enough pet food and other supplies necessary for your animals during your absence. Should we need to make any purchases on your behalf for your animals, we will retain the receipts from these purchases and will expect reimbursement at the time of payment for services. There is also an additional $20.00 shopping fee added to this charge.

Pet & House Clean-up: We will properly dispose of pet waste and do our best to clean up any accidents. Please ensure that you have a supply of plastic bags, towels, cleaning products, paper towels and trash bags on hand for this purpose. Please let us know where you prefer the waste to be put for sanitary and disposal purposes.

Unsecured Pets: Handy Pet Nanny and/or any of their pet care representatives will not be responsible for free roaming pets or outdoor pets in the event of illness, injury, pet destruction of property, loss or death. It is strongly advised that all pets have some form of permanent ID and that they remain inside the home or confined to a secure yard or pen for their own safety and the safety of others during your absence. It is the pet owner’s responsibility to “pet-proof” any areas of the home and/or property to which the pets have access. This includes thoroughly inspecting fences, gates, latches, doors, and other devices meant to contain the pets or restrict their access to unauthorized and unsafe areas. The pet sitter does not assume responsibility and has no liability for any injuries the pet may sustain or property damage the pet may cause while in it’s own home/property.

Medications/Vaccinations: We will attempt to administer medications as directed, but cannot be held responsible for complications that arise as a result. Excessively shy or fearful cats and dogs with medical problems can be a serious risk. If you own such an animal, this must be throughly discussed at the consultation BEFORE the arranged care. Under no circumstances will we service any pet that has any form of contagious illness. This is for the safety of other customers. If we are bitten or exposed to any disease or ailment received from a client’s pet, the client will be responsible for all costs and damages that may occur.

Animal Behavior: Animals can be unpredictable. We will not permit your dogs to interact with strange dogs. If stray dogs that are off leash approach, we will do our best to keep interaction to a minimum and move away from the animal. If you have a dog that is potentially dangerous to other dogs or people, we many not be able to take them off your property to ensure their and other’s safety. We must have an open and honest discussion about expectations about animal care if your animal is not social or has a fear aggressive personality. We do not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury to the client’s animals. We reserve the right to decline care to any animal that poses a risk to Handy Pet Nanny staff, the general public, or other animals.

“Urgent” Pet Care Needs: Feel free to call if you have a last minute pet service need. We will make every attempt to assist with an emergency or family issue. Our independent pet sitters are available to assist if you find you have a special circumstance and need immediate animal care.

“Comfort Calls”: We know that going away and leaving your pet is stressful. We are happy to schedule a ‘Facetime” call with you and your pet(s) so that you both can have a reconnection and reduce the feeling of distance. These calls can be very exciting for your dog as they see your face and hear your voice and know that you are still there. If you just need to call us to chat about your furry loved one and get an update, that is fine, too. We are here for you!

Return Home Phone Calls: Please remember to call us when you have returned home safely! Otherwise, we will continue our visits to assure the safety and well being of your animals. Additional trips will be added to your invoice at the regular rate. Please text, call, or email ANY hour and leave a message that you have returned home and all is ok at the house. 

THE PROFESSIONAL PET SITTER AND DOG WALKER SERVICE IN SANTA ROSA, WINDSOR, HEALDSBURG & SEBASTOPOL

Policy & Guidelines

Handy Pet Nanny Pet Service Guidelines and Policies

handy pet nanny