Policies
Welcome to TLC House & Pet Sitting Services Polices:
Whenever life takes you away from your pets, TLC House & Sitting service will come to your home and care for your pets. TLC provides service in the East Valley since 2001 and our sitters are license, bonded and insured. We come to your home and care for your pets. We tailor our services to follow your pet care routine to the detail. This includes fresh food and water, exercising, and administering any medication your pet requires. Most importantly, we will give your pet lots of tender loving care. Dogs generally require 1-3 visits per day or overnights. Cats usually require 1-2 visits per day. Each visit is approximately 30-40 minutes and overnights are 10-12 hours. While we are visiting, we can also provide home care services, such as picking up the newspaper, collecting mail, alternating lights, and watering plants for no additional charge.
For an accurate quote please call our office to discuss your pet’s needs and we can discuss what type of service that is best for you and your pets.
Pets:
We care for most such as dogs, cats, rabbits, hamsters, guinea pigs, ferrets, birds, fish and small reptiles. If you have a pet not mentioned here or a questionable type of pet, we may or may not be able to care for it. Contact us to inquire about your pet.
Initial Meet and Greet: (Required prior to start any service)
30 – 60 minutes
Cost: FREE!
During this first meeting at your home, we give you the opportunity to meet your pet sitter, ask questions and observe how we interact with your pets. Then we can complete the necessary paperwork, answer questions, transfer keys, and tour your home while discussing detailed instructions on how to care for your pets. We will collect payment (new clients only) for service at this time (cash, check or you can pay by credit card via phone or PayPal). At the Meet and Greet your sitter will review our Terms & Conditions and Vet release required before we can provide any service. This is for your safety and protection.
Please call our office to get started with your paper work for the Meet and Greet. Once you have register with TLC a sitter will call you to set up your meet and Greet. Please give our office at least 5 business (non holiday) 10 business day (holiday visits) notice before you’d like service to start services. This gives our sitters enough time to meet with you and your pets before we provide service for you.
Communication:
TLC office manages all client’s accounts, scheduling, cancellations and payment. TLC sitters care for your pets in your home and will keep in touch with you while you are away via phone or text.
Scheduling & Canceling:
We appreciate at least 2 weeks in advance for non-holidays and 4 weeks in advance for holidays when scheduling services to ensure sitter availability, but we understand last minute booking/changes occur and the need for flexibility. Please call our office or fill out a form on our website under the schedule button to schedule service for new or existing clients. Your voicemail or email requests require a reply from TLC to consider your request confirmed. This ensures that we won’t miss your message and your pets will receive their required care. In the event you need to cancel services, we prefer 5 business day (non holiday) and 10 business days (holidays). Once service begins, there is no refund. Advance reservations are always welcome via our website at www.tlcpetsitter.com or by calling our office at 480-588-1364
Re-Confirm Call:
TLC will make a reconfirm call and/or email no less than 5-10 business days prior to each departure in order to verify that all information (departure/return dates and times, pet information, contact numbers, etc.) is up to date.
Keys:
TLC will obtain two copies of your house key (1 for the sitter and 1 to remain in the office in case of emergency) during the initial visit, when service is scheduled and agreements are signed. It is recommended your key remain on file with TLC for convenience in future use of our service and to schedule services via phone or online, thus avoiding future key pick up charges ($15). Clients that do not have their keys prepared for the initial consultation will also incur a $15 key pick up charge to cover the additional trip.
We require at least TWO copies of tested keys for services at the time of the initial Meet and Greet. Two copies are necessary to avoid interruption of service in the event of an emergency. Therefore, we are always prepared for any emergency for you and your pets. In addition, All keys are coded for the safety of your home and pets. We use specific key codes which DO NOT include ANY personal information and your keys are locked away during non-service times. If you wish to NOT have TWO keys at time of consultation, you will be charged a key pick up fee, unless other arrangements are made.
Pet & Home information:
We go over your daily routine (food location and amount, behavioral or medical concerns.) This allows your sitter to become familiar with your home and where everything is located (food, cleaning products, lights, mailbox, and pet hiding spots. If you have a security system and would like your pet sitter to use the “babysitter” code, please pre- arrange this information with your alarm company in advance
Emergency information:
We gather (cell, hotel, friends, family, or neighbors) information in event we are unable to reach you.
Payment:
Payment for New clients is due at Meet and Greet. TLC requires payment in full prior to pet sitting. We accept cash, check, charge by phone or Pay Pal through our website at: www.tlcpetsitter.com.
For returning customers, payment must be made prior to services rendered. When you have received your invoice and confirmation letter it will state when your payment is due and remind you of our cancellation policy. You will have three payment options. 1. You may click on the Pay Pal link on our site to make a payment or 2. You may mail a check payable for the amount due to TLC House & Pet Sitting. Or 3. Call our office to make payment by phone with a credit card. Any tips you wish to leave are best left at the home with sitters name on it. All tips will go directly to your pet sitter.
Surcharges: Holiday (listed below), late booking (next day or same day), Key pick up/returns in person, emergency, additional Meet and Greets after initial one.
Holidays: Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, New Years Day.
Vet information & Vaccinations:
At Meet and Greet you will be required to show proof of current rabies vaccinations for cats and dogs. TLC will go over with you our vet release form. Be prepared to provide contact information for your pets’ veterinarian and pet guardian.
Medicine:
TLC sitters can administer pills and injections to your pets for no additional charge.
Return Home Policy:
TLC Clients MUST notify TLC when they return home on TLC’s (24) hour voicemail service at 480-588-1364 Ext. 43. If TLC does not hear from TLC Client when TLC Client arrives home, according to the TLC Client’s arrival day and time on the TLC confirmation, TLC will automatically extend TLC Client’s contract for services as if TLC Client had scheduled the visits in advance to ensure the safety and welfare of TLC Client’s pet(s) and TLC Client will be responsible for all related charges.
