[text_block style=”style_1.png” align=”left” font_size=”18″ font_font=”Source%20Sans%20Pro” left_padding=”150″ width=”700″]Please read the Terms of Service below. You must agree to the Terms of Service before submitting an application. Once you’ve read the “TOS” document and agree to the terms, check the box marked “agree” to move on to the application.[/text_block]
If you have any questions or concerns, feel free to email us. A courteous Client Support Representative will return a prompt response.
Our website will always be up to date with current rates and service offerings. The Fetchmates LLC website makes it easy for you to submit questions, concerns, and suggestions to our Client Support Team via online forms.
A Client Support Representative will respond as soon as your correspondence is received. As a client, you’ll also experience the benefit of booking services and make payments quickly, from any computer with internet access.
Hours of Operation:
Office Hours: 10:00am – 2:00pm, M-F.
Service Hours: 9:00am – 6:00pm. Seven days a week.
Client Registration and Release of Liability Waiver
Upon sign up, all clients and guests are required to fill out, sign, and submit a Registration Contract and Release of Liability Waiver. These forms must be signed and returned before any service(s) can be rendered.
By signing the contract, you’ve demonstrated that you’ve thoroughly read, understood, and agreed to the terms of the Registration Contract, and Liability Waiver.
By signing the waiver, you thoroughly understand and accept that the waiver releases Fetchmates LLC and its employees from certain responsibilities, occurrences, and incidents regarding your pet.
Due to the unpredictable nature of animal to animal interaction, Fetchmates LLC and its employees are not liable for injuries or illness that your dog or cat may acquire while in our care, with the exception of clear negligence on the part of a Fetchmate LLC employee.
Fetchmates LLC, reserves the right to take reasonable action regarding any dog or cat while in our care. We will NOT accept or provide service(s) to any potential client who hasn’t thoroughly read, understood, and signed the contract, and waiver.
Client Profile Form
Each client is required to complete and submit a detailed profile of their pet. The Pet Profile form contains key information that will help us provide the best possible service for your dog or cat.
This form is especially important for us to have on hand in the event of an emergency. A completed profile form should contain:
Emergency contact names and phone numbers
Your veterinarian’s name, location, and phone number
Veterinarian Release Form
Each client is required to submit their pet’s current medical information. The Veterinarian Release Form will assist Fetchmates LLC and your veterinarian in the event of an emergency.
Policy & Requirements:
Billing and Payment
Static schedules will be billed each Sunday for the previous week. Clients will have until the first Friday after billing to pay the total balance via our safe and secure payment processor.
Fetchmates LLC will restrict the ability to book services to any client who has open invoices older than 12 days from receiving the initial invoice. Service will resume once your account is paid in full. Fetchmates LLC reserves the right to terminate accounts if unpaid balances persist for any period of time.
There is a charge for a returned check. If collections measures are required to receive payment on overdue balances, we reserve the right to charge administrative fees to cover the cost of collections.
All Fetchmates LLC clients and guests are required to have a valid credit card on file, in our safe and secure database.
We strive to create lasting relationships with you and your pet. For that reason, we’ll see to it that you’ll have the same pet care specialist serving you for as long as you maintain a positive client relationship with Fetchmates LLC.
However, there are some instances that may warrant the replacement of a pet care specialist. If this action is necessary, you will be notified up to 14 days prior to personnel change. In some cases, immediate personnel changes may be required.
Your pet must have a regularly visited veterinarian that is authorized to treat your pet in case of emergency. Even as we take every possible precaution to protect your pet’s health and wellbeing, there are uncontrollable circumstances that can occur at a moment’s notice.
Fetchmates LLC requires that all dogs are up to date with the following vaccinations:
Fetchmates LLC reserves the right to limit social interaction of clients with expired vaccinations. Clients with expired vaccinations may be serviced privately and charged an additional fee ($10/per service) until vaccinations are current.
We use our own discretion when accepting new clients into our community. All clients must be reasonably healthy and in stable condition. We will never accept any dogs or cats that will pose a possible health risk to our members, guests, and or staff.
You MUST inform us of any health related issues that your dog or cat may have. We will then determine whether or not to accept your registration request.
Any client who purposely neglects to inform Fetchmates LLC of their pet’s health issues may be subject to a surcharge of $200.00 plus possible expulsion.
In the event of client expulsion, any unused prepaid services and or annual dues will NOT be refunded.
Medication and Instructions
We will administer medication orally, topically, and as injections. You MUST have original veterinarian labels on your pet’s medication container(s). Please make sure that all medication containers are current and labeled with:
Your pet’s name
How often to administer
How it should be applied or consumed (with or without food)
If you’ve placed the medication into another container other than the original container, please leave detailed instructions of each container’s contents, dosage, frequency of administration, and how it should be administered.
You must also explain and demonstrate this to your Pet Care Specialist. Please do not mix pills, they must be individually separated to avoid confusion.
We are committed to administering medication in the safest possible manner. If you fail to comply, we reserve the right to halt administering medication(s) and or services.
Due to our commitment to the safety and well-being our clients, employees and affiliates, we will never put them in danger. For that reason, Fetchmates LLC will NOT accept or provide service to aggressive dogs or cats at any time. We reserve the right to reject applications based on this criterion.
Current clients found to have an aggressive dog or cat will be expelled from our client roster immediately.
Fetchmates LLC will NOT serve clients with dogs who require muzzles to thwart biting, barking, or attacking.
Leashes, Harnesses, and Collars
Leashes and collars are to be left in the same place every day. If the leash and collar isn’t visible, you will be contacted immediately.
Any time spent searching for a leash or collar will be subtracted from the time of service without exceptions. We are not responsible for any damage done to leashes, harnesses, or collars outside of our care.
Frayed leashes are unacceptable.
Fetchmates LLC will not take a dog outdoors with a retractable leash. They are unsafe and therefore unacceptable. All clients must provide a standard leash with secure clips. Failure to do so will result in suspension of services or permanent termination.
Harnesses must be of the proper size and securely adjusted to their size.
Collars must be of the proper size and unable to be removed without unfastening.
All dogs MUST have an identification tag attached to their collar at all times. The ID must contain your dog’s name and phone number.
Keys and Building Access
You must see to it that your pet care specialist can gain access to your apartment to perform services at the agreed time. We require a set of keys to your residence.
We’ll only use these keys to provide pre-scheduled services. At the completion of services, your keys will be placed into a locked metal box that is only accessible to a Fetchmates LLC supervisor.
If for any reason you need to duplicate keys, you will be responsible for any associated fees. If you’re locked out of your place of residence and need access, you will be charged a flat fee of $20.00.
After Your Pet Care Specialist Has Left Your Home
The moment a Fetchmates LLC employee has dropped off your dog or has completed a service and has left your home, Fetchmates LLC is NOT responsible for any injury caused by your pet to your pet, damage done by your pet to your apartment or anything within it.
We are NOT responsible for any harm that your pet my cause to themselves once we leave your apartment.
When booking more than one walk per day, it is not uncommon to have more than one trustworthy pet care specialist serve you. Members of our pet care staff work in 4-5 hour shifts, therefore it may not be feasible to have the same pet care specialist servicing each booking.
Reservations are accepted at least 24 hours in advance. However, we cannot guarantee accommodation for services booked less than 24 hours in advance. You may also book services on the same day.
For that reason, we recommend booking services at least 1 day prior. For weekend services, you must make your reservation by Friday afternoon. This provides us with ample time to check the availability of our pet care specialists.
Note: Services booked less than 24 hour in advance will incur a $5.00 charge.
*Payment in full is required upon booking for infrequent bookings.
Our rates are nonnegotiable and subject to NY State Sales Tax (8.875%).
All services booked on either Saturday or Sunday will require an additional fee per service.
Dog Walking: $5
Dog Sitting: (hourly): $5 (added to hourly rate)
Dog Sitting: (overnight): $10 (added to daily rate)
Cat Sitting: $5
Our typical service hours are between the hours of 9am – 6pm. However, you may book services before 9am and after 6pm at an additional fee.
Dog Walking: $5
Dog Sitting: (hourly): $5 (added to hourly rate)
Cat Sitting: $5
You have a minimum of 24 hours to reschedule a service. At which time, you can allocate that prepaid service to another day or time.
If you reschedule later than 24 hours, you will be charged for the prescheduled service along with the rate of the new service request.
Last Minute Bookings
We require a minimum of 24 hour notice for all bookings. However, if you require a last minute service an additional charge of $5 will be added to the rate of service provided.
We require a minimum of 24 hour notice for all cancellations. If a service is cancelled on the same day of service, you will be billed at the rate of service.
For weekend services, all cancellations must be made by Friday afternoon. Any cancellations made after Friday afternoon will be considered a late cancellation and will be billed at the rate of service scheduled.
If your pet care specialist arrives at your home for a scheduled service and there is no animal present, this is considered a late cancellation and you will be billed the rate of service scheduled.
Due to the nature of dealing with animals and other uncontrollable variables, we require up to an hour window to perform scheduled services.
Example: Your scheduled outing is at 12:00pm. We may begin the service between 11:00am and 1:00pm due to the time required for transport between members. The time of service begins the moment your pet care specialist enters your apartment.
For Dog Walking, Dog Sitting (hourly), and Cat Sitting, add $20.00 to the rate of service. For Dog Sitting (overnight), add an additional $50.00 (walks included).
New Year’s Day
All other holidays require a fee of $10.00 plus the rate of service.
Holiday bookings are to be scheduled well in advance of major holidays due to demand. We will also accept bookings up to 3 days prior to holiday. Less than 2 days in advance may or may not be honored depending on availability.
Any service(s) booked on a major holiday that falls on either Saturday or Sunday will also require the weekend fee.
Fetchmates LLC reserves the right to suspend or terminate an account based on certain criteria.
Clients in violation of the Fetchmates LLC Terms of Service will be suspending in some cases. Suspension restricts your ability to book services during a predetermined time period. Depending on the severity of the offense, a client account will be terminated permanently.
If you have specific instructions for your pet care specialist related to services provided (turn on the television, turn on the air conditioner, place the dog in the crate, etc.) please leave notes in a visible area, preferably close to the leash and other dog materials.
Crates, Gates, and Enclosures
Please specify if you would like for your dog to be placed into a specific area upon returning from an outing. If no instructions are provided, your pet care specialist will use his/her discretion. We reserve the right to refuse service if we deem the crate, gate, enclosure, etc. to be a safety hazard for your dog.
Any questions or concerns please call or email us at:
Fetchmates LLC reserves the right to suspend or terminate an account based on certain criteria.[/text_block][/op_liveeditor_element]