policies

PET SITTING SERVICE AREA

Kate’s Critter Care is currently accepting new clients in Carrboro, Chapel Hill, and South Durham (and slightly beyond). The heart of our South Durham service area includes Woodcroft, Hope Valley, Hope Valley Farms, Southpoint, Garrett Road, Lakewood, Rockwood, Forest Hills, Parkwood, Surrey Green, Crooked Creek, Woodlake, and surrounding neighborhoods.

RESERVATIONS

Kate’s Critter Care recommends that you reserve services as far in advance as possible, because reservations are accepted on a first come, first served basis, and our schedules fill up very quickly. Established clients: please click here to reserve services. New clients: please click here to get started.

SCHEDULING

Upon establishing service as a new client, you will be given login instructions to our secure online system, which offers the benefits of online scheduling and account management tools. As a client, you will enjoy the convenience of logging in to your account to select your preferred rates for services, enter/update details about your household/animal care instructions, reserve services, view or update your upcoming reservations, save your (encrypted) debit/credit card for ease of billing, and view your account balances and invoices.

CONSULTATION

If you are a new client, an in-home consultation (lasting approximately 30 minutes) will be scheduled and a professional pet sitter will come to your home to meet you and your pets, learn your animals’ care routines, retrieve two tested keys, and discuss any special instructions or concerns you may have for your animals’ care. Consultations are complimentary with a reservation for pet sitting services, otherwise, there will be a $20 consultation fee (the $20 consultation fee payment will be applied toward services if a reservation is eventually made).

UPDATES ABOUT YOUR PETS

If you would like updates about your animals’ wellbeing, we will be happy to contact you via phone, email, or text message (including photos) as often as you request. Kate’s Critter Care will contact you immediately if there are any questions about your animals’ care, or if any concerns arise while you are away.

PET SITTING VISITS DURING YOUR TRAVEL

To ensure your animals’ comfort and wellbeing, clients requesting Pet Sitting Visits while they are out of town will be required to reserve a minimum of three visits per day for dogs who do not otherwise have outdoor access (i.e., via a doggie door), and a minimum of one visit per day for all other species. This means that Kate’s Critter Care is unable to visit dogs only twice per day, or to visit cats only every other day, when you are out of town.

WHEN YOU RETURN

Kate’s Critter Care asks that clients who have been out of town contact their professional pet sitter (via phone, email, or text message) as soon as you have safely returned home and your animals are back in your care. If your sitter does not hear from you within a reasonable amount of time after you were expected home, they will do their best to contact you and, if you cannot be reached, will continue to care for your animals until you inform us that they are back in your care.

PAYMENT

Payment in full is due on (or prior to) the first day of service. Visa, MasterCard, Discover, checks, and cash are accepted methods of payment.

BUSINESS OFFICE HOURS

Phone calls and emails are monitored for emergencies around the clock, and our business manager responds to all routine inquiries within one business day.

CANCELLATIONS

Because Kate’s Critter Care accepts jobs on a first come, first served basis, and does not overbook, late notice cancellations generally make it impossible to re-book the time that was reserved to care for your animals. Additionally, time-consuming efforts are invested into performing a wide range of administrative tasks every time a reservation is accepted and, again, anytime a reservation is cancelled. With this in mind, the following cancellation fees will apply apply:
• 0 – 48 hours notice: 75% of complete service ($250 maximum)
• 3 – 5 days notice: 50% of complete service ($150 maximum)
*Kate’s Critter Care is unable to offer refunds or service credits when clients return home early during the course of a pet sitting reservation.

TIPPING

Tipping is not expected, but is always appreciated! If you wish to tip, you can always leave a cash tip for your professional pet sitter or, if you would like to add a tip to your debit/credit card payment or check for services, please let us know the amount of the tip so we can ensure that your sitter receives it.

OUTDOOR ANIMALS

Please keep in mind that Kate’s Critter Care cannot ensure the safety of any animal who you instruct us to allow outside without supervision (including, indoor/outdoor cats, dogs with “invisible” fences, etc), nor can we be responsible for any harm that your outdoor animal may cause to humans or other animals. Kate’s Critter Care recommends that domestic animals not be allowed outside without supervision.

CONFIDENTIALITY

Kate’s Critter Care is honored to be trusted with the care of your animals in your home. We assure you that we will respect your privacy and will maintain complete confidentiality on all matters concerning you, your pets, and your home.