Policies

TOP TAILS Policies

In order to provide the best service possible we have established the following policies:

Payment

Payment for pet care services is due at the time of booking. You can pay your invoice online with a credit card.

methods of payment

PLEASE NOTE: Pet Sitting Policy — Minimum Requirements for Out of Town Care. For vacation pet care services, we require at least one visit per day for cats. We do not provide every “other” day cat care for the health and safety of your pet. Two visits per day are required for dogs. No longer than 12 hours ever goes in between dog visits. For example, if your dog was visited at 8 pm, your pet sitter will arrive at your home no later than 8 am the following morning.

Cancellations

If you cancel with more than 24 hours notice from the earlier part of your arrival time frame, then we will be happy to provide you with a "store credit" toward future pet care. Reservations canceled with less than 24 hours notice will not be refunded nor credited. Cancellations for Saturday and/or Sunday need to be received before our office closes for the weekend on Fridays at 5 pm. Cancellations for Mondays will need to be received before our office closes for the weekend on Fridays at 5 pm otherwise it will be received Monday morning and treated as a same day cancellation.

Holiday Cancellations

All Holiday (see list below) reservations must be paid in full at booking. Cancellations 7 days prior to the first visit are entitled to a 50% TOP TAILS credit for entire schedule and will be given a credit that can be used towards future visits. Cancellations less than one week notice are non-refundable and will not receive a TOP TAILS credit.

We cannot resell time that has been expressly held and reserved for you. To avoid the non-refundable fee, please contact TOP TAILS with more than 24 hours notice (or 7 days if it’s a Holiday reservation) if you need to reschedule an appointment.

Holiday Supplemental Charge

$20.00 each day listed

  • New Year’s (12/31 – 1/1)
  • MLK Day (Sat – Sun)
  • President’s Day (Sat – Sun)
  • Memorial Day (Fri – Mon)
  • Juneteenth (Sat – Sun)
  • Independence Day (Fri – Mon)
  • Labor Day (Fri – Mon)
  • Columbus Day (Sat – Sun)
  • Veteran’s Day (Sat – Sun)
  • Thanksgiving (Thurs – Sun)
  • Christmas (12/20 – 12/30)

Last Minute / Emergency Pet Care requests

We request a minimum of 48 hours notice for weekdays and 4 days notice for weekend reservation requests. Please add $30.00 plus your regular service fee for any service requests that we receive in less than 48 hours from the requested pet care visit is needed. Any requests by voicemail or email after 5 pm will be processed the next business day and be subject to the $30.00 last minute request fee if applicable. This fee applies even if it is not necessary for us to be at your home for the full length of a regular pet visit. Availability is not guaranteed, but we will try very hard to accommodate you.

Lockbox / Key Policy

Lockbox / Key Policy: We maintain a lockbox system with our clients. You may purchase this from your local hardware store or Amazon. Please hang it on a doorknob or a nearby railing. We must have your lockbox code information on file for easy entry.

If a garage code is offered to gain entry to your home, it is the clients responsibility for any missed visits due to malfunction, battery or power outage.

 

*** All dogs and cats should be housebroken, non-aggressive and up-to-date on all vaccinations and on a monthly flea/tick treatment.