Service Agreement

By signing on to the Time to Pet Client Portal, I, herein referred to as Client, enter into the following Service Agreement with Tranquil Trails Pet Care LLC, its owners, agents, employees, and representatives herein referred to as TTPC. The contents of this agreement apply to the period for which services are scheduled and during which services are rendered, herein referred to as “Service Period.”

Details of the services to be provided are expressed separately – in writing in the Client Portal Profile – and may be changed upon the Client’s notification and TTPC’s subsequent acknowledgment and agreement. Please note that this Service Agreement is subject to reasonable changes and amendments, which may be implemented.

Relationship, Responsibilities, and Liability

TTPC agrees to provide pet sitting, dog walking, and other applicable pet care services in a reliable, caring and trustworthy manner and the Client agrees to provide all necessary information to assist in this performance.

This agreement gives TTPC authorization to enter the Client’s listed address, as needed, to perform agreed upon services.

The Terms of this agreement apply to all pets owned by the Client, including any new pets that the Client obtains after signing this agreement.

TTPC carries liability insurance relative to the services performed for the Client and provides a copy of the insurance policy to the Client as part of the Client’s Welcome Packet. The Client acknowledges that he/she is familiar with its contents.

Many people like to include neighbors, relatives, and friends in pet sitting duties. These well-intentioned actions can cause much confusion during a sitting assignment. Common problems reported involve overfeeding, unlocked doors, lost keys, or missing some feedings altogether. TTPC will not share pet sitting responsibilities and will not accept liability for any breach of security or loss of or damage to the Client’s property or pets if any other person (i.e., neighbor, friend, family member, contractor, or another Client representative) has access to the property during a Service Period under the terms of this agreement.

TTPC is not liable for any charges, fines, or other damages resulting from the malfunction or unintended triggering of a security system.

TTPC is not responsible for damage to the Client’s property caused by the Client’s pet during the Service Period. It is the Client’s responsibility to pet-proof their home and yard.

TTPC is not responsible for any damages beyond its control. If the Client’s home is damaged during the Service Period, TTPC will first attempt to contact the Client. If unable to reach the Client, TTPC will try to contact the Client’s Emergency Contact to establish a plan of action. If TTPC is unable to reach either the Client or the Client’s Emergency Contact, the Client authorizes TTPC to take appropriate steps to return the property to a safe, secured and stable condition at the Client’s expense. (Examples of such urgent home care include, but are not limited to, electrical problems, window breakage, water damage due to plumbing problems, forced entry, tree limb damage, vehicle damage, etc. The Client will pay all repairs and related fees or fully reimburse TTPC within seven (7) days.

Client accepts responsibility for all medical expenses and other damages resulting from an injury to a TTPC team member, other persons, or other animals caused by the Client’s pet or negligent act.

Client agrees to indemnify, hold harmless, and defend TTPC in the event of a claim by any person injured or otherwise damaged by the Client’s pet or negligent act.

TTPC’s decision to provide care to a pet following the disclosure of inappropriate/ aggressive behavior does not indemnify the Client from claims resulting from such pet.

TTPC cannot provide services to “visiting” pets that do not legally belong to the Client.

The Client represents and warrants that his/her pet is currently vaccinated and licensed according to all local, state, and federal laws and regulations (Proof of vaccination and license is required).

The Client authorizes this agreement to be valid approval for services to permit TTPC to accept all future reservations and provide services without additional signed agreements or written authorizations.

Online Registration and Profile

TTPC uses a safe and encrypted online system to store the Client’s information.

To receive services, the Client must:

  • Create a Client Profile in the Client Portal by completing the required sections of the “My Info” and “Pets” page (one profile per pet unless otherwise discussed as a group profile).
  • Have a credit card, debit card, or bank account on file for ACH transfers to pay for scheduled services before TTPC will provide services and to pay for expenses incurred when TTPC provides additional services.

All services must be scheduled, confirmed, changed, canceled, invoiced, and paid through the Client Portal. No Exceptions!

It is the Client’s responsibility to ensure that their Client Portal is always up-to-date. TTPC will use the information, including any special instructions, provided in the Client Portal as the most current instructions for pet care. TTPC shall not be obligated to perform any other duties except those specified on the Client’s Profile. The Client Portal will be updated with the Pet Care Plan developed at the Meet & Greet before the Service Period begins.

Scheduling and Confirmation of Services

Scheduling is primarily on a first come first served basis, some prioritization may occur for timing.

Advanced reservations are required to plan availability. A 50% Deposit is due when services are scheduled (see Payment and Fees below) if more than two weeks before the planned Service Period.

Scheduled services are not confirmed unless TTPC has received payment from the Client and the Client has received a Confirmation Email from TTPC to verify that the Service Period has been scheduled.

Shared Visits and Minimum Visit Requirements for Drop-in Pet Sitting

To provide the appropriate level of care and safety for our Client’s pets, we will not do shared visits. (Shared visits are also not allowed according to the terms of our general liability insurance.) Clients with multiple pets, must schedule care for all of them through TTPC.

Clients who have both dogs and cats, must schedule services for both. While cats are more independent than dogs, it is still essential to check on them. Therefore, all scheduled services must meet our minimum visit requirements. No exceptions!

  • We visit all dogs at least once every 12 hours. We recommend three to four times a day.
  • We visit all cats at least once every 24 hours. We recommend twice a day.
  • Reptiles without heat light timers, birds, and ferrets are visited no less than every 12 hours.
  • Reptiles with heat light timers and small mammals are visited no less than once every 24 hours, but we recommend every 12 hours.
  • TTPC may alter this policy on an individual basis at any time for any family whose pets are determined to need more or fewer visits for the pet’s health and safety.

Extension of Service Period

Notification of Delayed Return

In the event of delay in the Client’s return, the Client must contact TTPC at their earliest opportunity. Service Periods may be extended by agreement between TTPC and the Client, preferably by messaging through the scheduling system.

Service Period Extension

TTPC may extend the Service Periods to accommodate the needs of pets, plants, and home for a maximum of seventy-two (72) hours. TTPC reserves the right to surrender property keys and the care of its animal inhabitants to a prespecified Emergency Contact, at which point the Service Period closes.

Cancellations

Wrongful or Misleading Information

Any wrongful or misleading information in the Client’s Information Sheet or the Pet’s Information Sheet may constitute a breach of terms of this Service Agreement and be grounds for instant termination of services. If the Client misrepresents a pet’s history of aggression, the Client places TTPC at substantial risk and may be liable for significant punitive damages. If any of the Client’s pets exhibit signs or acts of aggression after the Client enters this agreement, the Client is obligated to notify TTPC of the incident(s) at once if a Service Period is pending, or when requesting services in the future.

Aggressive or Dangerous Pets

Should any pet become aggressive, dangerous, or pose a danger to the health or safety of itself, other pets, other people, or a TTPC Pet Care Specialist, TTPC may terminate this Service Agreement with immediate effect. If concerns prohibit TTPC from caring for the pet, TTPC will attempt to contact the Client to arrange alternative care. If TTPC cannot reach the Client, the Client authorizes TTPC to place the pet in a licensed kennel. All costs arising from the situation are the responsibility of the Client. Termination under these circumstances shall not entitle the Client to any refunds nor relief of any outstanding payments due.

Notification of Cancellation

All cancellations initiated by the Client must be submitted and confirmed in writing in the scheduling system. If Client no longer needs a scheduled visit and neglects or forgets to cancel and TTPC arrives at the Client’s home, the Client will be charged the full price of the service.

Dog Walking

48-hour notice of cancellation is required. If the Client cancels the appointment with 24-48 hour notice, there will be a 50% cancellation fee. The full amount is due if notice is less than 24-hours.

Pet Sitting

The further in advance that pet sitting services can be scheduled, the better. A 50% deposit is due when pet sitting services are scheduled. The remaining 50% will be billed two (2) Mondays before the service is expected to start. Payment is due in full two (2) Fridays before the service is scheduled to begin. If scheduled within two weeks before the Service Period, 100% of the payment is due. The Client is responsible for the full cost of the planned service if the Client cancels any portion of the scheduled Service Period (e.g., ending the Service Period early). Refunds for pet sitting services will be provided as listed below (percentages apply to the entire Service Period):

  • No refunds if notice of cancellation is seven (7) days or less before the scheduled start of services;
  • 80% refund is 8 to 14 days before the scheduled start of services;
  • 100% refund if notice of cancellation is more than 14 days before to the scheduled start of services.

Services and Pricing

Dog Walking

We offer private dog walks for the safety and happiness of the dogs in our care. This means we will only walk multiple dogs together if they are from the same household. We do not allow people or other dogs to approach dogs in our care. We always walk dogs on leash, all the time, no exceptions. We will always pick up waste and dispose of it in a sanitary manner in an outside trash can. We will also make sure water bowls are topped off with fresh water before we leave.

We are available between 6:00 am and 9:00 pm for daily walks. Our schedule is divided into Early Morning, Mid-Day, Afternoon, and Evening blocks to allow staff some flexibility in the event of traffic or some other unforeseen event.

Weekly Flat Rate Packages include five (5) walks per week, on different days. Due to the discounted flat rate of this program, there are no credits or refunds for individual walks not used. However, we understand that life happens, and plans may change so a (1) scheduled visit a week may be moved to a different day/time.

Weekly Flat Rate (10% Discount)

30-minute walks                   $112.50
45-minute walks                   $168.75
60-minute walks                   $225.00

Each Additional Dog                       $25.00

Daily Walk Rates have the flexibility of adding visits here and there as needed.

30-minute walks $25.00
45-minute walks $35.00
60-minute walks $45.00

Each Additional Dog           $5

Weekly and Daily Dog Walking Invoice Periods 

Invoices are sent out every Monday and are due the following Friday. We will automatically process payments for Invoices not paid by Friday.

Additional costs incurred during visits are due within seven (7) days of the date the expense is incurred.

Accepted methods of payment are major credit cards, debit cards, and electronic check through the Time to Pet scheduling system.

Fees

Returned Checks

The Client will incur a $35 charge for each returned check. TTPC will contact the client if the payment for additional services doesn’t go through and the Client will have 48 hours to provide a valid form of payment. TTPC will not provide any services until payment for the outstanding services is received.

Late Payments

If we do not receive payment for additional services by the 7th day after we provide a service, we will charge a $40 late fee to your account.

Past Due Accounts

We will send any invoices that are more than 30 days past due to collections. The client is responsible for all costs of collections.

Holiday Surcharge

TTPC charges a $15 per day Holiday Surcharge on the following holidays:

  • New Year’s Eve and New Year’s Day
  • Valentine’s Day
  • Spring break
  • Mother’s Day
  • Memorial Day Weekend (Friday – Monday)
  • Father’s Day
  • Independence Day (Weekend when applicable)
  • Labor Day Weekend (Friday – Monday)
  • Thanksgiving (Wednesday – Sunday)
  • Christmas (2 Days prior – 1 Day after)

Meet & Greet

TTPC requires an in-home Meet & Greet with both the Client and ALL of the Client’s pets before confirming scheduled services for all new Clients, Clients who have moved, or Clients who have added a pet.

Before the Meet & Greet is scheduled the Client must sign an electronic copy of this Service Agreement through the Client Portal.

Two additional copies of this Service Agreement, along with the Veterinary Release form, Payment Agreement, Key Management Agreement, and Guardianship Agreement must be hand-signed at the Meet & Greet, one for TTPC and one for Client.

The Client will have two physical, working keys, and an alarm code if needed, ready to provide to TTPC during the Meet & Greet. We will test the keys before the Meet & Greet ends. A specific pet care plan, with detailed instructions, will be created. TTPC will enter the pet care plan in the Client’s profile, and this will be the plan followed by TTPC when providing services.

All pets receiving pet sitting or dog walking services will be available during the Meet & Greet. TTPC will reschedule the Meet & Greet if any of the pets are not available during the scheduled time. The Client will be charged for the new meeting.

Services will not be accepted and confirmed if:

  • The Client does not agree to all terms outlined in this Service Agreement during the Meet & Greet.
  • TTPC identifies a concern that could prevent TTPC from safely providing care to the Client’s pets.

Key Management

Receiving Keys

TTPC will pick up and test two (2) copies of the Client’s house key at the Meet & Greet. TTPC’s owner will retain one copy of the key in case of an emergency. The 2nd key will be kept by the Client’s assigned Pet Care Specialist providing services. Keys are coded and kept in a locked safe for the Client’s confidentiality.

Garage/Door Codes

If only a garage or door code is offered to gain entry to the Client’s home, it is the Client’s responsibility for any missed visits due to malfunction or power outage.

Lock Outs and Locksmith

The Client expressly gives TTPC the authority to hire a locksmith on their behalf to gain entry into the Client’s home due to the malfunction of the lock, keys, or automatic door opener, or failure of the Client to provide a functioning key. It is the Client’s responsibility to reimburse TTPC for all costs incurred, including the cost of the locksmith and the time incurred by TTPC at the rate of $50/hour.

Hidden Keys

Leaving keys out is not advised but are accepted under certain circumstances and is the sole responsibility of the Client.

Emergencies, Inclement Weather, and Disasters

The Client authorizes TTPC to use reasonable judgment for the care and well-being of the Client’s pet, and property in the case of an emergency, inclement weather, natural disaster, or the State of Emergency declared by the Governor. TTPC will make reasonable efforts to maintain service during these conditions but reserves the right to adjust the schedule of service based on the sole discretion of TTPC.

If the weather is too cold, rainy, hot, or humid for your pet to go on a walk safely, the visit will be spent playing indoors with short potty breaks at the start and end of the visit.

The Client is responsible for ensuring that the indoor temperature remains cool or warm enough for the pets and that the heat, air conditioning, or fans work correctly. If necessary, heat, air conditioning, or fans will be turned on, or left on, by TTPC to ensure the conditions are appropriate for the pet’s comfort and health.

The Client is responsible for having towels prepared for TTPC to use in drying off pet after a walk in the rain.

If TTPC is physically unable to reach the Client’s home due to impassable roads or other weather-related issues and TTPC can’t reach the Client by phone, TTPC will attempt to reach the Client’s emergency contact for assistance.

Food and Supplies

The Client is responsible for providing the necessary equipment and supplies needed for the care of their pet including, but not limited to:

A sturdy well-fit collar or harness and leash. TTPC will not use retractable leashes.

Adequate Provisions for Pet Sitting

  • Client agrees to ensure that enough food and other supplies are available, obtainable, in good condition, and in the location discussed during the Meet & Greet. Extra supplies, including, but not limited to, pet food, medications, cat litter, and cleaning supplies, should be provided.
  • The Client authorizes TTPC to make any necessary and reasonable purchases required for the satisfactory performance of services.
  • The Client will reimburse TTPC for the costs of all purchases and related services fees within seven (7) days after the expenses are incurred.

Plant Care

TTPC will provide reasonable indoor plant maintenance while the Client is out of town; however, the Client agrees to indemnify and hold TTPC harmless from liability in the event plants become damaged. TTPC is not responsible for wilted, dead, or otherwise unhealthy plants. TTPC will work hard to follow the Client’s written directions as precisely as possible, but cannot be responsible if the results are not favorable. All indoor plants must be placed together on a waterproof surface in plain sight, as TTPC is not responsible for water damaged areas or missed plants. TTPC will not provide care for outdoor plants.

Outdoor Access and Loss of Pet

TTPC strongly encourages Client to maintain precise and accurate identification on the pet, even if they don’t generally have access to the outdoors.

The Client is responsible for pet-proofing their house and yard, including doggie doors, fences, security gates, and latches. This includes providing appropriate containment for a pet that may attempt to escape from the property when a door or gate is opened (i.e., crate, internal door, gate, etc.) If there is a doggie door, the doggie door will remain closed and secure during TTPC’s Service Period. TTPC will not be responsible for the safety of any pet with unsupervised access to the outdoors.

If the Client fails to comply with such reasonable and prudent precautions, then the Client agrees to indemnify and hold harmless TTPC from the loss of such pet.

Urgent Pet Care

Due to the nature and urgency of some pet health emergencies, where time is of the essence, there may not be time to consult with the Client or the Client’s specified emergency contact. The Client authorizes TTPC to access emergency first aid and medical, surgical treatment for the Client’s pet at a veterinary clinic determined by the directions in the Veterinary Release Form if the Client’s pet becomes injured or sick. The Client agrees to be solely responsible for all expenses incurred resulting from such effort, even if unsuccessful, up to limits designated in the Veterinary Release Form, or if not available, at TTPC’s discretion.

Property Access and Urgent Home Care

The Client agrees to secure their home before leaving. TTPC will follow the Client’s instructions for securing the Client’s home to the best of its ability at the end of each visit.

Pictures and Video

The Client authorizes the use of pet photos and videos on website, social media, and marketing materials for promotional purposes.

Mandatory Arbitration

If a dispute arises between TTPC and the Client, any action must be attempted to be resolved by either mediation or non-binding arbitration before any legal action is taken. If either party institutes mediation or arbitration, they agree that the rules of the American Arbitration Association will govern the proceedings. The parties agree to split mediation and arbitration costs.

Attorney’s Fees

If the Client takes legal action to enforce or obtain a declaration of rights under this agreement, and TTPC becomes the prevailing party in such proceeding, TTPC will be entitled to recover its reasonable attorney’s fees and costs incurred in the proceeding from the non-prevailing Client, as well as any reasonable attorney’s fees and expenses that TTPC incurred before legal action was taken.

Indemnification

The parties agree to indemnify and hold harmless each other as well as respective employees, successors, assigns from any claims arising from either party’s willful or negligent conduct.

  • In consideration of the services and as an express condition thereof, the Client expressly waives and releases TTPC from any claims against the company, its owners, employees, and representatives, except those arising from negligence or willful misconduct on the part of TTPC.

Relaxation of Terms

No relaxation, indulgence, waiver or release by any party of any of the rights in this agreement on one occasion shall prevent the subsequent enforcement of such rights and shall not be deemed to be a waiver of any subsequent breach of any of the terms.

Whole Agreement

This Service Agreement, the Client’s Profile, including the Client’s Information Sheet and Pet’s Information Sheet, in the Client Portal, the Veterinary Release, Key Management Agreement, and Pet Guardianship constitute the sole and entire agreement between TTPC and the Client with regard to the subject matter hereof and the parties waive the right to rely on any alleged expressed or implied provision not contained therein. Any alteration to this agreement must be in writing and signed by both parties.

Assignment

No party may assign any of its rights or delegate or assign any of its obligations in terms of this agreement without the prior written consent of the other party, except where otherwise stated.

Binding Effect

The terms of this agreement shall be binding upon and accrue to the benefit and be enforceable by either party’s successors, legal representatives and assigns.

Governing Law

If any term or terms of this agreement are deemed invalid or illegal by a court of competent jurisdiction, that term shall not affect the validity of the remaining provisions of this agreement. This Agreement shall be governed by the laws of the Commonwealth of Pennsylvania.

General

The parties agree that any or all parts of this agreement may be submitted to the other party in legible and recordable electronic form and upon acknowledgment of receipt by the receiving party shall become valid parts of the agreement.

  • Paragraph headings are for convenience of reference only and are not intended to have any effect in the interpretation or determination of rights or obligations under this agreement.
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