pet care policies and procedures

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Our regular office hours are Monday-Friday from 9:00am to 5pm. The office is closed on weekends and all of the holidays. Messages are periodically monitored for emergencies when the office is closed. All non-emergent messages received when the office is closed will be responded to on the following business day. 

We just ask for you to give our sitters some LOVE!! They are working super hard to take care of our friends during the holidays! We are always grateful for your love and support! 

THANK YOU!

In order to keep our overall rates and charges low, provide “the extras” and maintain our excellent service, we are NOT going to charge an administration fee. 

We will email your itemized and detailed service order for your review. You can then let us know if any changes need to be made to the order. Payment is due PRIOR to start of service (BEFORE the first visit date on each invoice.) Reservations are not considered confirmed until payment is received in full. 

Your reservation is only confirmed when you have received a final invoice/confirmation via e-mail. To make a reservation, you may use our on-line portal, send us an email at customerservice@libbyscatsitter.com or call us at 571-451-7459. 

Messages left are NOT considered confirmations. 

All of our services are available on a first come, first served basis, and availability is not guaranteed. Though we try our best to accommodate all of our clients needs, we suggest booking in advance especially during summer and winter holidays as we book up quickly. 

THANK YOU FOR YOUR LOVE AND SUPPORT FOR OUR BUSINESS!

NON-HOLIDAY VISITS

Cancellations must be made 48 hours notice from start of service.

This includes last minute service. We try to accommodate last minute cat visits - we can not credit them.

Example: If your service is set to begin on the 15th, notice must be given by the 13th

Cancellations due to delayed departure or early return from travel will NOT be credited

OVERNIGHT SERVICE

7 days notice from start of service

***HOLIDAY*** 

NOVEMBER 1ST THROUGH JANUARY 7 & MEMORIAL DAY THROUGH LABOR DAY

Cancellations MUST be made 7 days PRIOR to start of service

Share Care: Libby's Cat Sitter is not able to provide care in conjunction with any third party (for example, a client goes on vacation and requests that we feed her cats in the morning, and a friend feeds them in the evening, or that we feed her cats every other day, and a friend feeds them on the days that we do not provide care.)

We understand that your friends and families may want to check in on your pets while you are gone, however, our policy is to not provide “shared” pet care with outside services, friends, family etc. due to restrictions set for by our liability insurance. This policy is in place should anything happen with your house, or worse, something with your pet(s) while they are in care of your friends, or while someone other than us was in your home. Libby's Cat Sitter, LLC could be held liable, even if we were not responsible.

We will NOT provide service for pets in conjunction with another party. If we arrive at your home and there is an unexpected person in your home, we will leave the premises, and report our finding to the local authorities if necessary. Additionally, Libby's Cat Sitter is not responsible for any damages incurred to or in your home or to your pet during any time period that anyone other than Libby's Cat Sitter, LLC has access to your home.

Outdoor Animals: Libby's Cat Sitter provides care to indoor-only pets, and we are not able to provide care of any kind to strays or wildlife, or in any situation where an animal is not inside a client’s residence.

Libby's Cat Sitter will NOT care for unsecured pets. This means outdoor cats.

Libby's Cat Sitter requires 2 sets of keys: 1 copy for the assigned sitter and one copy for the office as back-up. We ask that you give the keys to your assigned sitter at your registration meeting. ANY other time for the sitter to pick up or drop off keys is a $10 charge each way (pick up and/or drop off.)

Client assumes responsibility of notifying assigned sitter and the office of ANY changes of keys, locks or codes.

Client ensures that assigned sitter AND the office has current, usable and active keys and codes at all times.

Client MUST notify office of any changes to keys, locks or codes.

Client releases Libby's Cat Sitter from any and all liabilities and expense related to locksmith fees to gain access to their home in case of emergency resulting from client’s failure to comply with the above stated key policies.

Concierge: the front desk of your building holds your keys, which we pick up and drop off after each service.

Lockbox: a client’s keys are kept in a lockbox affixed to their property. If client prefers this option, client will provide a lockbox.

Keyless Entry: a client provides their sitter and the office with a code to access their property via a keypad/keyless options. Back-up key location must be provided in the event of power or battery failure.

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PLEASE NOTE: we do not have a brick & mortar office location, thus, do not have a location for clients to either pick up or drop off their keys. If you wish to have your keys returned after your service or require a key pickup before your next service, our only option is for your sitter to come to you. We do have a $10 key service fee for any and all necessary key pickups or drop offs, with the exception of the initial key pickup at the time of your registration meeting.

Secured Areas

It is the client’s sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to keep the pet inside or away from any ‘forbidden’ areas. The pet sitter does not assume and has no liability for any injuries the pet may sustain while in its own home.