House and Hound Concierge LLC

Service Agreement

Last Edit: 9/20/23

For the purposes of this document, the terms Client, Pet and Home Owner are synonymous with the person contracting services for one or more domestic animals and for personal and home concierge services. House and Hound Concierge LLC are synonymous with the term Care Provider, Caregiver, We, Our or Us for pet and concierge services company providing care and services for the Client below.

House and Hound Concierge LLC provides services to the Client below which includes, but not limited to: pet sitting, dog walking, pet transportation, feeding, pet care, home care, house sitting, errand running, and at home services.

Injury to Care Provider or another person by Client’s animal(s):

Client will be responsible for all medical expenses and damages resulting in an injury to Care Provider or other persons by the Clients pet(s). Client agrees to pay the full cost of any and all medical expenses and damages should they arise to House and Hound Concierge LLC Care Provider or the Care Provider’s possessions as a result of the Client’s animal(s) actions. Client agrees to indemnify, hold harmless, and defend House and Hound Concierge LLC in the event of a claim by any person injured by the Client’s pet(s).

Unsafe Pet(s):

This contract permits House and Hound Concierge LLC to use discretion to stop and end service at any time that the Client’s pet(s) pose a danger to the safety and health of itself, other pets, other people or House and Hound Concierge LLC Care Providers.

Lockbox Policy:

Client acknowledges House and Hound Concierge LLC requires ALL Clients that book pet sitting services to make use of a lockbox. Client agrees to purchase their own or purchase one through House and Hound Concierge LLC.

Injury to Client animal(s) by other animal:

House and Hound Concierge LLC and its Care Providers will not be responsible for any animal(s) that instigate fights with other animals or is injured by another animal while in House and Hound Concierge LLC care. House and Hound Concierge LLC will take all appropriate actions to ensure Client’s animal(s) are not placed in the company of aggressive animals and will immediately remove Client’s animal(s) from any animal fight.

Pest Policy:

House and Hound Concierge LLC requires pets to be on flea and tick preventative in the warmer months. House and Hound Concierge LLC and its Care Providers reserve the right to cancel the day of, or terminate services until the pets flea or tick infestation is under control.   

Injury or escape of animals:

Client and Care Provider are aware that the highest level of care shall be given to any and all pets under the care of the Care Provider employed by House and Hound Concierge LLC. Client is aware that pet(s) are instinctual in nature and not always controllable by the Care Provider even when the highest level of care is provided. Should the Client’s animal(s) run away or be injured, the Client agrees that House and Hound Concierge LLC and its Care Providers will not be responsible for any liability. The above waiver of liability in favor of House and Hound Concierge LLC shall not apply or be effective if House and Hound Concierge LLC conduct in providing its pet care services is found to be grossly negligent, reckless or if there is intentional misconduct.

Minimum visits required for Pet Sitting:

House and Hound Concierge LLC requires at least ONE 30 minute visit per day for cats, and at least THREE 15 minute visits for dogs per day. House and Hound Concierge LLC retains the right to adjust minimum required visits depending on the needs of the Clients pet(s).

Service Time Allowances:

Timing and Flexibility of Scheduled Services:

Pet Emergencies: In the event of a pet emergency, the well-being and safety of the pet(s) under our care are of utmost priority. We may need to adjust our service schedule to address the emergency promptly. This adjustment may result in us arriving up to 60 minutes late or 60 minutes early for the scheduled service, as necessary to ensure the pet's immediate needs are met.

Cancellations: Client-initiated cancellations can occasionally impact our service routes and schedules. If a cancellation by a client or unforeseen circumstances related to the client's reservation lead to a need for rescheduling, House and Hound Concierge reserves the right to arrive up to 60 minutes late or 60 minutes early for the rescheduled service, depending on logistics and the availability of our pet care specialists.

Notification of Timing Adjustments:

In situations where House and Hound Concierge anticipates arriving outside the originally scheduled service time due to a pet emergency or a cancellation, we will make every effort to notify the client as soon as practicable. Our primary aim is to maintain clear and open communication with our clients and ensure their understanding of any necessary timing adjustments.

Client Cooperation and Understanding:

We kindly request that our clients remain flexible and understanding in cases where service timing adjustments are required due to pet emergencies or cancellations. Your cooperation is essential in enabling us to prioritize the well-being of your pets and continue providing the highest level of care.

Additional Pet Care Assistance and Other Scheduled Services:

If Client agrees to engage House and Hound Concierge LLC and Care Providers for Pet Sitting Client also understands the House and Hound Concierge LLC WILL NOT job share under any circumstances. This means House and Hound Concierge LLC does not accept liability for other persons who will be in your home prior to, during, or immediately after our services rendered including but not limited to; a friend, family member, housekeeper, handy man, neighbor or any other. This also includes any prior service booked or anyone that may have access to enter your home in Clients absence.

Guests in Home:

Client agrees to inform any Caregiver of House and Hound Concierge LLC if there is a person(s) that will have access to Clients home while a Caregiver is rendering services. Unexpected Guests will be asked to leave and the Caregiver will call local authorities if guests do not comply.

Leash & Equipment requirements for Dog(s):

Client understands that House and Hound Concierge LLC will never agree to take Client’s dog(s) off leash at any point in time except in Client’s fenced in yard. Client understands House and Hound Concierge LLC Caregivers will always supervise dog(s) that are off-leash in their own yard for safety. Client also agrees that House and Hound Concierge LLC Care Providers will not walk dog(s) on a retractable leash or an e-collar. Client is aware that they are able to provide a non-retractable leash for a Care Provider to use on their dog(s) or House and Hound Concierge LLC will provide one for the time spent walking Client’s dog(s). Client agrees that House and Hound Concierge LLC may decide to walk their dogs with an additional slip lead attached for safety if the Caregiver feels provided equipment is ill fitting.

Payment and Cancellation Policy:

All payments for services booked are to be automatically collected electronically 48 hours prior to the scheduled service with the card the Client placed on file through Time To Pet. If service is scheduled last minute and there is less than 48 hours until day of service, Client agrees to be charged immediately. We only accept electronic payment online through our secured client portal on Time To Pet, where payments will automatically be withdrawn. By signing this contract, Client agrees to the House and Hound Concierge LLC cancellation policy which is as follows:

Scheduled services House and Hound Concierge LLC cancellation policy is as follows:

24 hour or more notice for cancellation prior to scheduled service: FULL REFUND GIVEN. Less than 24 hour notice for cancellation prior to scheduled service: NO REFUND GIVEN; FULL SERVICE FEE WILL BE CHARGED.

Pet or house sitting reservations on non-holiday and non-summer time periods, House and Hound Concierge LLC cancellation policy is as follows:

7 or more days’ notice for cancellation prior to reservation: FULL REFUND. 6 - 3 days’ notice for cancellation: 50% OF TOTAL FEE REFUNDED. 2 or fewer day’s notice for cancellation: NO REFUND GIVEN; FULL RESERVATION FEE WILL BE CHARGED TO CLIENT.

Pet or house sitting reservations over major holidays and the summer period between June 1-September 10 or for pet and house sitting reservations longer than 5 days in length, the House and Hound Concierge LLC cancellation policy is as follows:

Full payment is due for major holidays at the time of booking. 14 or more days’ notice for cancellation prior to reservation: FULL REFUND GIVEN. 13 - 10 days’ notice for cancellation prior to reservation: 50% OF TOTAL FEE REFUNDED. 7 or fewer days’ notice for cancellation prior to reservation: NO REFUND GIVEN; FULL RESERVATION FEE WILL BE CHARGED TO CLIENT.

Major Holidays include: New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving, Christmas Eve Day and Christmas Day.

Early Return to Home or Late Departure from Home:

Reservations are made to plan for Care Provider availability for Client’s reservation dates. Therefore, Clients returning home early or departing later that the reservation will be required to pay for the full reservation amount of time, regardless of whether Client returned home early or departed later than the prior reservation scheduled. No amount of money will be refunded to Client for early returns to home or late departures from home by Client after a reservation date has been agreed upon.

Bad Weather Policy:

Client agrees to provide a clear safely shoveled path for Care Provider to access the home if snow exceeds 3 inches. In case of severe weather Client MUST provide a neighbor emergency contact if Pet Sitting services are booked. If we are unable to safely drive in inclement weather there must be someone nearby that can walk to your home to provide pet care.

Client Home Care Needs:

House and Hound Concierge LLC is not responsible for dead, wilted or otherwise unhealthy plants. Caregiver will work hard to follow written instructions as precisely as possible, but cannot be responsible if the results are not favorable to the Client.

House and Hound Concierge LLC is not responsible for damage to the home beyond the control of the Care Provider. This includes, but is not limited to: electrical problems, leaks, and acts of nature. All repairs to home and related fees will be paid by Client, House and Hound Concierge LLC will not be financially responsible.

House and Hound Concierge LLC is not responsible for any property damage inside or outside of the home of the Client unless such damage is caused by the negligent act of of House and Hound Concierge LLC.

House and Hound Concierge LLC is not liable for any loss or damage in the event of a burglary or other crime that should occur while under this contract. Client agrees to secure home prior to leaving the premises. House and Hound Concierge LLC will attempt to re-secure the home according to Client instructions at the end of each visit.

Client is responsible for pet-proofing house and yard as well as security fences/gates/latches. House and Hound Concierge LLC will not be responsible for the safety of the pet(s) and will not be able for death, injury, disappearance or legal consequences of any pet(s) with unsupervised access to the outdoors.

Oversight of Home Repairs or Outside Service Providers:

Client agrees to engage House and Hound Concierge LLC and Care Providers to act as liaison on behalf of Client with outside entities such as; Vendors, Subcontractors, Agents or the like. House and Hound Concierge LLC will not be held liable for any miscommunications, or work completed by outside entities. House and Hound Concierge LLC agrees to contact Client with any questions or concerns that may arise in the moment which was not originally discussed. Client understands and agrees that House and Hound Concierge LLC shall not be liable in any manner for any loss, damages or claims that arise from the furnishing of services to Client by any subcontractors, including any consequential damages that may arise from the furnishing of such services.

Shopping and Errands:

Client acknowledges that every effort will be made by House and Hound Concierge LLC to provide Client with requested brands and items; however if the requested brand or item is unavailable, the closest comparable brand or item will be substituted. Client agrees to prepay House and Hound Concierge LLC for shopping to be done or Client may ask their Care Provider to use a credit card or cash on their behalf. If there are any overages that House and Hound has to pay for, Client agrees to allow House and Hound Concierge LLC to charge their card on file by end of day. House and Hound Concierge LLC will only agree to pay up to $200 in overages for that day. Client understand they will be charged electronically for overages on the same day. If House and Hound Concierge LLC is unable to complete a task or errand from unforeseen event the liability to perform the service will be excused, and rescheduled. Service requests that are dangerous or illegal will not be considered.

Pet Illness/Veterinary Care/Restocking Supplies:

Client is aware and agrees to the medical costs of any fees should the arise from animal(s) being ill or otherwise needing veterinary care. Client agrees to pay House and Hound Concierge LLC the sum of $60/per hour should the Care Provider need to take the pet(s) to the vet. If the Care Provider needs to restock supplies that the Client agrees to provide but that are not provided at the time of the visit (such as food or medication), Client agrees to pay House and Hound Concierge LLC a sum of $60/per hour to go and purchase needed supplies. Client agrees and acknowledges that House and Hound Concierge LLC will automatically charge Client using the card placed on file for supplies and time spent.

Fees and Payments:

Client agrees to arrange to have a debit or credit card on file through our secure client portal online. House and Hound Concierge LLC will automatically charge the Client for scheduled services, outlined and itemized on provided electronic invoice, 48 hours prior to scheduled service with the aforementioned card Client agrees to put on file.

Privacy Policies:

This privacy policy is published to advise you (1) what kinds of information we collect, (2) how we handle it and with whom we might share it, (3) what options you have with regard to how we use your private personal information, and (4) how you might instruct us in the use of such information.

This privacy policy may change from time to time. Therefore, please refer to this page frequently for the most current information.

What We collect:

The private information We collect from you is generally limited to (1) Client property address, (2) Client contact phone numbers and emergency contact names and numbers, (3) Client payment information which may or may not include your credit card number and billing information, (4) Client email address, (5) any other pertinent information so that We might access your home to care for your pets such as alarm codes, gate codes, etc.

How We handle your information and with whom We might share it:

We keep your address, email address and contact phone numbers within Our secure system. We do not sell them to any third parties. We may use them to communicate with you. Client credit card number and expiration date are transmitted directly to Our credit card processing facility at Square.com, and is encrypted only showing the last four digits of a card number. We keep all of Client personal information confidential at all times, only accessing it to do the job Clients have hired Us to do.

We will endeavor to take all reasonable steps to keep secure from unauthorized access any information We hold about Clients.

House and Hound Concierge LLC uses Square as their credit card processor, you can find Squares Privacy Policy here: https://squareup.com/us/en/legal/general/privacy

House and Hound Concierge LLC also uses a platform Time To Pet to store all of clients information, you can find Time To Pet’s Privacy Policy here:

https://www.timetopet.com/privacy#:~:text=By%20using%20TTP%2C%20you%20consent,jurisdiction%20in%20which%20you%20reside.&text=We%20may%20share%20and%20publicize,third%20parties%20and%20the%20public.

Terms:

The terms of this contract apply to the home and all pets owned by the Client, including any and all new pets that the Client obtains on or after the date that this contract was signed, at any and all locations the Client designates for service. Client acknowledges that this document may change at any point in time, House and Hound Concierge LLC will send a notice if any change is made. Even if this document changes over time Client automatically agrees to the new terms. Client understands the updated and dated Terms Of Service will always be available to review on www.houseandhoundconcierge.com .

By signing below and/or e-mailing a written agreement to the terms of House and Hound Concierge LLC, the Client agrees that he/she has read this agreement in its entirety and fully understands and accepts its terms and conditions.