Policies - Wiggles n Wags Pet Services, LLC

Pet Sitting Policies

Scheduling Services:

We at Wiggles n Wags take great pride in providing both you and your pet with superior care and excellent customer service. You may reach out to schedule pet care services in one of three ways:

Online through our Client Portal
- Current Client
- Become A Client
By email at scheduleme@wigglesnwags.com
By phone at 215.896.7250

If this is your first time needing pet care, please call or email us to schedule a complimentary one-hour Meet and Greet consultation. This time allows you and your pet to meet us, and allows us time to ask questions and bond with your pet. We will obtain and document important information and instructions regarding your pet and home routines, and determine how to best customize our visits with your pet while you are away.

Every client is provided with two pet sitters to care for your pets; your primary sitter, and another fully cross trained sitter. We always cross train another team member to provide backup care if your sitter is unavailable, enabling us to provide you with seamless service.

Please contact us at least one week in advance of the date you will need pet care, and be prepared to provide us with two sets of keys to your home. (Please refer to the Key Ready Program section listed below for additional information.) We recognize that life happens, so we will always attempt to meet with you and/or schedule services whenever possible. However, advanced notice of 12-hours or more is very helpful and appreciated, as our schedule fills up very quickly.

Business Hours:

Pet Care Services	Office Hours
Everyday: 7am – 8:30pm	Monday through Friday: 7am – 6pm Saturday: 7am – 12pm Sunday: Closed
**Text messages, voicemail and email messages are monitored during non-business hours in case of emergency.
12 Hour Sleepover Care Everyday: 7pm – 7am or 8pm – 8am (overnight only)
Post-Operative Care Monday through Friday: 7am – 6pm, scheduled in four-hour increments
Text messages, voicemail and email messages are monitored during non-business hours in case of emergency. Generally, our scheduled visits begin no earlier than 7:30am, and no later than 8:30pm, seven days a week. However we will do our best to follow your pet’s routine. We respond to phone calls, text messages, and emails in less than 24 hours.

Service Cancellations:

Please do not cancel appointments (or schedule new ones) with our sitters directly. ALL scheduling changes must go through our main office. This will help us avoid any miscommunication, and allow us to schedule our staff as needed.

We fully appreciate as much advanced notice possible when cancelling your scheduled appointments with us. Cancellations can be made through the Client Portal, email, phone call.

**Please Note: If cancelling services less than 72 hours during a scheduled holiday, your full payment for reserved services is nonrefundable, as well as your paid deposit.

Extreme Weather Cancellations:

During extreme weather conditions, we follow rules and regulations set forth by the State of Pennsylvania in order to keep our employees safe. Every effort will be made to provide uninterrupted services, however in the case of pet sitting, it is strongly recommended that each client have an emergency contact that would be able to watch pets in the event that we are prevented from travel. We are happy to work with your contact person in the event of severe weather, to make it less stressful on your pet and you.

Additionally, for the safety of your pet and our pet service provider, dog walking visits are subject to change depending upon weather conditions (e.g. thunder, electrical storm, excessive heat conditions, or extreme cold.) Walks may be cut short due to poor weather conditions; however, we always compensate by providing indoor playtime time if this should occur.

**Please Note: that all walkways and driveways need to be cleared in order for us to perform our jobs for your pet. If our sitters do not have a pathway cleared for them, they will be forced to leave without providing your scheduled service, and sitting fees will not be refunded.

Holidays:

Our staff are hard working, dedicated employees who work seven days a week most of the year, whom also have families and pets that love them, so it can be difficult to schedule our sitters during the holiday seasons. For this reason, we require an additional fee of $10.00 per visit during the following holidays:

Easter day
Memorial Day Weekend – Includes Saturday, Sunday and Monday
4th of July – If the 4th of July falls on a Tuesday, Wednesday or Thursday that will be the only day observed. If the 4th falls on a Friday or Monday the weekend will also be included as a holiday.
Labor Day Weekend – Includes Saturday, Sunday and Monday
Thanksgiving weekend – Thursday and Friday
Christmas Eve – We close at 3pm
Christmas Day – Closed
New Year Day

**Please Note: Availability for holidays is not guaranteed unless arrangements and payment is made in advance

Payment Process:

Payments for services may be made via cash or check (made out to Wiggles n Wags). Payments for all services should be made prior to any services provided, and available for us to pick up on that day, or mailed to us prior to the first day of service at your home. Our mailing address is Wiggles n Wags, 39 Iron Hill Road, Suite 7, New Britain, PA 18901.

Daily dog walking payment is due the first visit of each week
Pet sitting payment is due upon the first visit. Services are payable by cash or check (made out to Wiggles n Wags.)
Vacation clients will need to provide us with a 50% deposit due when making your pet care reservation, and the remaining 50% is due upon our first day of arrival at your home.
If your account falls 30 days past due, your pet services will be discontinued until your account is in proper standing.

** $1.00 per mile may be added for travel over a 10-mile radius of Chalfont, PA

**Please Note: that all tips and gratuities, while not expected or necessary, will go directly to your sitter. Please provide tips in cash, or by check made out to your sitter directly whenever possible.

Key Ready Program:

Wiggles n Wags requires two key copies to be obtained from all of our clients, provided to us at our initial Meet and Greet consultation. One copy is used by your sitter, while the other copy is locked in our office safe to be used in backup situations, or in case of emergency. We will also accept garage code access, however a key is still required in case of power outage or a door code malfunction. Please note: all keys are labeled with our custom coding system, so there is no reference or attachment to your name or address.

**Please Note: there is a $10 service charge if we need to pick up or drop off keys at a later date.

Privacy Policy:

Wiggles n Wags never shares your personal information with any person or third party for any reason. We collect information from you for the sole purpose of providing quality, customized pet care and home care services for you. This information is maintained in our secure client management system.

Pet Photography:

From time to time we may use photos and videos of our clients’ pets to promote our services to future clients. This may include flyers, Facebook, our website, and at local charity events. If you do not wish to have photographs of your pets used for these purposes, please let us know. Please note: We will never photograph anything identifying your home, or anything located inside of your home.

Dog Walking Safety:

All pets scheduled for walks must have an adequate leash and collar. Your pet must be easily controllable while being walked and cared for. We will conduct a quick leash and collar evaluation during our Meet and Greet consultation.

For the safety of your pet and our employees, we strongly advise you to not use retractable leashes. In some instances, Wiggles n Wags may request an alternate walking harness for your pet after evaluating the first few walks. The cost of such item will be the sole responsibility of our client.

Our sitters will only walk 2 dogs at a time.