Whisker Watchers

Policies

Why are policies important for clients and staff of Whisker Watchers?

Over the past year, we have performed thousands of pet sitting visits for our clients, and in that time we have maintained a 100% staff schedule rate. This means that we have never canceled on or abandoned the hundreds of clients that have booked our services. This is a testament to the commitment to excellence that we have pledged to each and every one of our loyal customers. As you can imagine, we would be putting our clients in a difficult spot if we habitually made last-minute cancellations on clients who implicitly count on us to care for their pets while they’re away.

At Whisker Watchers, we spend a significant amount of time and resources delivering excellence in service for our clients. It is very important that we take great care of our clients and also our valuable employees/independent contractors. The policies we implement ensure fairness to all involved, and have been established in order to allow us to provide the most excellent customer and pet care available.

We absolutely hate to turn away any of our excellent clients because we are fully booked, but from time to time this does occur. Our policies help to keep space available in our schedule for those who really need it because we are only booking services with those that are certain they need us and know that cancellation policies apply should they need to cancel.

We would hate to turn away a client because we are full, only to have someone cancel on short notice whose space we could have given to someone who really needed it. This occurs often around holidays and school vacation weeks – our schedule fills up, then many clients wait until the last moment to cancel, which makes it impossible for us to service the clients we had turned away.

In addition to this, our excellent employees/independent contractors set aside time in their busy schedules to service our clients. We believe that our sitters deserve to be paid when their work is canceled on short notice. Imagine a job where the work you depended on could be canceled at any moment with no pay.

The cancellation of one or two visits does not seem like a big deal but please consider that there are times when several clients may cancel a few visits during the same week. We want to keep all of our top-notch pet sitters employed with Whisker Watchers for a very long time so we choose to pay them for services on their schedule that are canceled on short notice.

We appreciate your trust in our expertise and our years of experience. Our Policies and Procedures have been put in place solely to benefit our clients and pets. Please keep this in mind when reviewing our updated terms.

Whisker Watchers LLC

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Policies and Procedures

All polices and procedures have been established in order to allow Whisker Watchers LLC to provide the most excellent customer and pet care available. We appreciate your trust in our expertise and our years of experience. Our Policies and Procedures have been put in place solely to benefit our clients and pets.

*Whisker Watchers STRICTLY REQUIRES A MINIMUM OF ONCE (1) PER DAY VISITS FOR CATS IN OUR CARE, if the client will be gone for an entire day and night. Whisker Watchers STRICTLY REQUIRES A MINIMUM OF TWO (2) VISITS PER DAY FOR ALL DOGS IN OUR CARE, if the client will be gone for the entire day and night. See #27 for details.

1. VISIT LENGTH AND ARRIVAL TIMES: Visit length may vary five (5) minutes longer or shorter from the scheduled amount of time. The visit length starts when your sitter starts gaining entry and ends when your sitter finishes securing your home. All entry/exit time is a part of your scheduled visit length. Visit arrival will vary within the scheduled 2-3 hour time window. More specific arrival times will be honored when possible but are never guaranteed.

2. ONLINE PROFILE IS REQUIRED: It is the responsibility of the client to provide ALL information needed for the care of pets and home via our secure online portal here. It is the sole responsibility of the client to keep the information in the online profile up to date and accurate at all times. Online profile completion is REQUIRED before scheduling all new client meetings.

3. SERVICE PROVIDERS: Pet Sitting services are provided by managers and employees of Whisker Watchers only. Services will be scheduled with the client’s primary pet sitter whenever they are available. WHEN THE PRIMARY PET SITTER IS NOT AVAILABLE, REQUESTED SERVICES WILL AUTOMATICALLY BE SCHEDULED WITH ANOTHER PET SITTER EMPLOYED BY WHISKER WATCHERS. Your pet sitting may be reassigned to another employee pet sitter or Whisker Watchers management at ANY TIME due to factors beyond the control of Whisker Watchers. NO OUTSIDE PETS OR NON-WHISKER WATCHERS employees are allowed to be brought on client property by the employee pet sitters. Please notify Whisker Watchers management immediately if you feel this has occurred.

4. NEW CLIENT MEETINGS (MEET AND GREET): New clients receive one FREE 30-minute meeting with their primary pet sitter. Free meetings must be scheduled at least 48 hours in advance. If the new client meeting is scheduled with less than 48 hours’ notice, payment of $30 is required.

Additional meetings will be at the cost of $30 per 30-minute meeting with a pet sitter. All key pick-up and drop-off meetings are 15 minutes and will be at the cost of $20 per key pick-up or drop-off.

5. SCHEDULING SERVICES: To request services please visit the Whisker Watchers website at whiskerwatcher.co (NOTE THAT IS IS .CO AND NOT .COM) and log in to our secure online portal found here and request visits or call the Whisker Watchers office at 928-910-5689. Services are NOT booked until you receive confirmation via email that “services have been booked as requested” Once services are booked as requested, all payment and cancellation policies apply.

6. CANCELLATIONS: To submit a cancellation please visit the Whisker Watchers website and log in to the secure online system, select the appropriate dates on the home screen, and press, “cancel” on the services needing cancellation. If you are not able to log in please call 928-910-5689 and leave a specific message to submit your cancellation. Services are NOT canceled until you receive notice via email that your “services have been canceled as requested.” View full cancellation policy here.

7. HOME ENTRY: LOCK BOX – We recommend all clients provide a lock box on your property with two tested keys as your primary means of entry. We recommend that you place your lock box at a side or back entry or other area that is not visible from the street. It is the clients responsibility to keep the online profile updated with the lock box code and location and to make sure the two tested keys are in the lockbox for all services. Please make sure lockbox can be safely accessed during snowy/icy weather. Do not give your lock box information to anyone other than providing it in your Whisker Watchers secure online profile. Please have your lock box and keys ready for testing at your new client meeting. If you choose not to use a lock box in favor of a coded entry door, please be aware this at your own risk and responsibility. If your coded entry does not work due to either a dead battery or worn out lock we will be unable to complete your pet visit.

ALTERNATE PRIMARY ENTRY: If you do not wish to provide a lock box we can collect and test two keys at your new client meeting that will be kept in our office for as long as you remain a client. Please be aware that we must have your keys in our possession before we can book any services for you. Also, we may not be able to accommodate service request submitted with less than a full two weeks notice if keys in our possession are required for entry. If you need your keys returned to you at anytime, you can schedule a free appointment to meet with us to pick up your keys. If you need to provide new keys to us at anytime, you can schedule a free appointment to drop off your keys with us.

SECONDARY ENTRY: All clients must provide a secondary entry method. This should be an on-site entry method such as a coded entry and/or a hidden key on your property that can be easily accessed during snowy/icy weather. If you wish, we can retain keys in our office as an emergency back up but please be aware that if we cannot gain entry with on-site methods it may take 1-2 business days for us to retrieve your keys from our office and get to your home. Please have a trusted friend or neighbor listed in your online profile that can gain access to your home to check on your pets in an emergency.

8. PAYMENT: Whisker Watchers accepts payment via credit card ONLY via our secure online system. ALL payment is due PRIOR to the start of services. Services WILL NOT be provided if payment is not received prior to the start of services. View full payment policy here.

REFUNDS: We have a STRICT NO REFUND POLICY. If services are cancelled after payment has been made, your Whisker Watchers account will credit towards future services.

For new clients, payment is required in full upon booking of the first service or first week of services. For established clients, payment is due before or exactly seven (7) days before services start. Whisker Watchers requires a credit card on file for automatic payments.

9. HOUSEHOLD EMERGENCIES: Please provide the name and number of a trusted maintenance company or a person you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and heating and air units.

10. ADDITIONAL PET CARE ASSISTANCE AND OTHER SCHEDULED SERVICES: Whisker Watchers is not responsible for other persons in your home prior to, during, or immediately after our services have been rendered and who are not employees of Whisker Watchers. Please inform us at the time of the consultation of anyone who may have access to your home while you are away. This includes cleaning services, maintenance personnel, friends, family, and neighbors. It is understood that the client will notify anyone with access to the home that the services of Whisker Watchers have been engaged. Unexpected guests will be asked to leave; the police will be notified if they do not comply. Whisker Watchers cannot be held responsible for the loss, injury, or death of your pets. Whisker Watchers will also NOT be held responsible for any damage to your home or theft that occurs if anyone other than Whisker Watchers is entering your home or property.

11. INCLEMENT WEATHER: Whisker Watchers uses the best judgment in caring for your pets(s) and home at the time of inclement weather. Whisker Watchers will try to carry out your instructions to the best of our ability. Customer selection of a nearby emergency contact has been requested. View full inclement weather policy here.

12. SNOW AND ICE REMOVAL: All snow and ice removal is the responsibility of the client. Please make arrangements for someone to come and remove all snow and ice from your driveway, walkways, and home entrances/exits. NO refunds or credits will be given if we are unable to reach your home due to snow or ice. Your emergency contact person will be notified. The client is responsible for any injury that may occur to Whisker Watchers’ owner, Independent Contractors, or employees due to improper snow and ice removal. The client is responsible for any injury that may occur to their pets, or any house soiling or damage that may occur due to improper snow and ice removal. Please provide shovels, ice melt, and flash lights at all entrances or exits Whisker Watchers will be required to use.

13. PET GUARDIANSHIP: In the unfortunate event you become incapacitated while your pet(s) are in our care, please name the person(s) who should be contacted to become the guardian and take over the care of your pet(s) until care can be provided as arranged for in other legal documents prepared by you. We urge you to address care of your pet(s) when planning your estate. Please be sure the named person(s) is/are aware you are appointing the guardian(s) of your pet(s).

14. MEDICATION/VACCINATIONS/IMMUNIZATIONS: Whisker Watchers will attempt to administer medications as directed but is not liable for complications that arise as a result. Whisker Watchers will not provide service for any pet that has any form of active contagious illness. Whisker Watchers requires that all pets have the necessary vaccinations and immunizations required by law before service begins. We may require proof of up-to-date rabies vaccination and an up to date rabies tag is required to walk pets off of client’s property.

15. INJURY OF WHISKER WATCHERS: It is the client’s responsibility to disclose all previous bite, aggression, and health history of their pets. It is also the client’s responsibility to disclose ALL possible safety hazards in and around their home. If a pet care provider of Whisker Watchers is bitten or exposed to any disease or ailment received from the client’s pet(s), the client will be responsible for all costs and damages that may be incurred as a result. This includes the owner of Whisker Watchers, employees, and independent contractors. If a pet care provider of Whisker Watchers is injured or exposed to any disease or ailment received from hazardous conditions in the clients home or property, the client will be responsible for all cost and damages that may be incurred as a result. This includes the owner of Whisker Watchers, employees, and independent contractors. It is the client’s responsibility to provide a safe and hazard-free environment for pet caregivers as well as their pets.

16. UNFORESEEN PURCHASES OR VET EMERGENCIES: It is the client’s responsibility to provide all needed food and supplies for your pets. If we need to purchase supplies you will be billed for such supplies and the time/gas involved for us to gather such supplies. One veterinary trip totaling no more than one (1) hour of our time may be included with service at no extra cost if needed. Additional time will be billed at the cost of $40 per hour.

17. PET WASTE: Whisker Watchers will properly dispose of your pet(s) waste. We do request however, that you provide plastic bags for this purpose and indicate where you would like these waste bags disposed of. It is the client’s responsibility to provide a clean waste-free yard upon the arrival of Whisker Watchers. We do not clean waste in the yard present prior to our arrival, nor can we walk or play with your pet in a waste-filled yard.

18. COLLARS/LEASHES: Please provide secure collars with appropriate tags for all visits. Please provide a secure easy walk harness and a short sturdy leash with a handle close to your pet. Please provide proof of rabies vaccination and written permission if you would like your pet to be leash walked off of your property. Leash walk time is at the discretion of Whisker Watchers, based on the visit length scheduled, your pet’s behavior, appropriate leash and harness being provided, and the weather conditions.

19. FENCES: Whisker Watchers does not accept responsibility or liability for any client’s animals that escape or become lost or injured, fatal or otherwise, when instructed to leave the clients animals in a fenced area. This includes electronic, wood, metal or any other type of fence. The use of invisible fences is at the risk of the client. Whisker Watchers is not responsible for any injury, loss, or death of your pet that results from us being instructed to use an invisible fence. NO pets will be left by Whisker Watchers unsupervised between visit in an invisible fence or tied in the yard. If friends or neighbors visiting your pet leave your pet in an invisible fence or tied in your yard, Whisker Watchers is NOT responsible for any injury, loss, or death of your pet that may occur.

20. OTHER ANIMAL INTERACTIONS: We will do our best to keep interaction with stray or strange animals to a minimum. Please notify us if your dog is allowed to interact with any other specific known dogs in your neighborhood while we are leash walking.

21. HOUSE CLEANLINESS: Whisker Watchers will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies. Whisker Watchers is not responsible for carpet/flooring stains created by your pet(s). We request that you provide plastic bags, towels, cleaning products, paper towels, and trash bags. If there are accidents above and beyond the normal amount anticipated, Whisker Watchers will charge a reasonable fee for clean up time.

22. THERMOSTATS: Please leave your thermostat settings within a normal comfortable range. 55 – 75 degrees for cats and dogs is appropriate. If the house temperature is outside of this range, Whisker Watchers will adjust the thermostat to ensure the health and comfort of your pet(s). Please make sure all air conditioning and heating units are in good working order and leave instructions for use. Please leave information for whom to contact if the heating/air conditioning malfunctions.

23. CLIENT COMMUNICATION: Please contact us by calling 928-910-5689, logging in to our secure online system, or by emailing our office [email protected] (NOTE THAT IS IT .CO AND NOT .COM). All questions, issues, and schedule changes of any kind must be communicated directly with the office.

Our regular office hours are Monday through Friday from 9:00 AM to 4:00 PM, Mountain Standard Time. During this time Whisker Watchers management processes online request, emails, and answers and returns phone calls. Outside of this time communications are monitored for major emergencies only.

24. PHOTOS/VIDEOS: Photos or Videos of your pet may be used by Whisker Watchers for advertising purposes: On our website, social media, emails, or printed advertisement. If you do NOT wish your pets photos and or videos to be used please notify us and we will make note of it in your profile.

25. PRIVACY POLICY: All of your information will be kept private and confidential. Whisker Watchers highly respects our clients entrusting us with the care of their home and pets. Information will not be shared unless requested in writing by the client or by subpoena of law enforcement agencies.

26. RATES: Whisker Watchers reserves the right to change our service rates at any time. Our rates are typically adjusted on January 1st and July 1st if needed.

27. VISIT REQUIREMENTS: Whisker Watchers STRICTLY REQUIRES A MINIMUM OF ONCE (1) PER DAY VISITS FOR CATS IN OUR CARE, if the client will be gone for an entire day and night. Whisker Watchers STRICTLY REQUIRES A MINIMUM OF TWO (2) VISITS PER DAY FOR ALL DOGS IN OUR CARE, if the client will be gone for the entire day and night. Three (3) visits a day may be required for dogs at the discretion of Whisker Watchers management. We have the right to decline service at anytime if we feel that an adequate schedule has not been booked to allow for pet care that is in line with the high standards of Whisker Watchers.

Why does Whisker Watchers require a minimum of once per day visits for cats in your care?

Picture this: A sitter arrives at your home to check on your cat while you are away on a two-week vacation. It’s Monday and your cat was timid, yet playful when your sitter last checked on her on Saturday. Today when the sitter enters the home, however, they find the cat unresponsive and lying in puddles of vomit. They scoop up the cat and race to the nearest emergency vet, while trying to reach you on your overseas trip.

After a quick examination, the veterinarian determines that your cat had developed a urethral blockage and was unable to urinate. With this condition, her bladder had quickly become distended and kidney toxins were poisoning her blood stream. Once the blockage is relieved and intravenous fluids are given, your cat is expected to make a full recovery – but the chance for survival would have been virtually nonexistent had your sitter arrived at the home even an hour or two later.

28. DAMAGE TO CLIENT PROPERTY: Whisker Watchers is NOT responsible for any damage done to clients property by the pets. If your pet sitter damages something in your home, please report it to the Whisker Watchers office immediately. We require that an invoice, receipt, or estimate for repairs be provided to us within 30 days of the incident. We will provide a credit to your Whisker Watchers account that will apply to any future services booked. Any damage claims over $500, or requiring refund or payment to the client will be processed by our insurance company. This will also apply if the sitter was unaware of the damage that occurred.

29. CLIENT DESTINATION CONTACT: Clients MUST list the hotel name, cruise line name, friend/family members house you will be staying at, hotel room phone number, etc. in case you do not have the best cell service where you will be going.

Payment Policies

Due to the high demand for our services, we can not make any exceptions to our payment policies.

Whisker Watchers accepts all major credit cards.

FOR NEW CLIENTS: PAYMENT IN FULL is required at the time of booking your first service.

FOR EXISTING CLIENTS: Your preferred payment method will be charged AUTOMATICALLY seven (7) days prior to the start of your services. Please make sure that funds are available.

All clients of Whisker Watchers are REQUIRED to have a credit or debit card set up for automatic payment. You may save a card in your online client account.

Services are NOT booked and availability CAN NOT be guaranteed until we receive payment IN FULL in accordance with our policies.

SHORT NOTICE BOOKINGS: A $10 per-visit short notice fee will be applied to ALL visits requested with less than 48 hours’ notice.

ABSOLUTELY NO REFUNDS: If you make a cancellation after your payment has been processed, you will receive a credit to your Whisker Watchers account AFTER SUBTRACTING ANY CANCELLATION FEES THAT APPLY. Your credit is good for as long as we are in business and will not expire. ABSOLUTELY NO REFUNDS OF ANY KIND.

CANCELLATION SURCHARGE: Clients will incur a cancellation surcharge of 25% of their total service cost.

Be aware that this cancellation surcharge will be deducted from the amount that you paid on the service that you canceled. This means you will have a BALANCE OWED upon scheduling your next service. See example below.

EXAMPLE:

If you paid $1,000 for a service but had to cancel, our cancellation fee is 25%.

In this case, we will subtract $250 from your payment, and apply the balance of $750 to your next service.

This will mean that on your next scheduled service, you will owe an outstanding balance of $250 in addition to the cost of service.

Cancellation Policies

All cancellations are REQUIRED to be submitted via login to the Whisker Watchers secure online system here.

After you log in, select the appropriate dates on the home screen, and press “Cancel” on the services needing cancellation.

Services are NOT canceled until you receive notice via email that your services have been canceled as requested.

Our cancellation policies always apply regardless of COVID or any other unpredictable event.

These fees are the minimum amount required for us to reserve your space in our schedule.

CANCELLATION POLICY

For any visit canceled with less than a complete 48 hours notice from the start of the visit time window, payment in full is required. This is in addition to any short notice booking fees.

SNOW AND INCLEMENT WEATHER CANCELLATION POLICY

When Yavapai County schools are closed due to bad weather, cancellation fees will be waived when the cancellation is submitted via login AT LEAST six (6) hours prior to the scheduled time window.

Weekend services cancellation fees will be waived in the event of extreme weather only and at the discretion of Whisker Watchers management. Cancellations must be received via login six (6) hours prior to the start of the visit time window to be eligible for a waiver.

HOLIDAY SERVICE

An additional $10 is added to EACH VISIT on holidays.

*Holidays that incur our additional $10 charge per visit are at the sole discretion of Whisker Watchers.

At times we may charge holiday rates on the days leading up to and after the holiday. This additional charge is used to pay our team and ensure we have the availability to offer our services 365 days per year.

Why is the Cancellation Policy important for Clients and Staff of Whisker Watchers?

At Whisker Watchers it is very important that we take great care of our clients and also our valuable employee/independent contractor sitters. The cancellation policies ensure fairness to all involved.

We absolutely hate to turn away any of our excellent clients because we are fully booked, but from time to time this does occur. The cancellation policies help to keep space available in our schedule for those who really need it because we are only booking services with those that are certain they need us and know that cancellation policies apply should they need to cancel.

We would hate to turn away a client because we are full, only to have someone cancel on short notice whose space we could have given to someone who really needed it. This occurs often around holidays and school vacation weeks – our schedule fills up, then many clients wait until the last moment to cancel, which makes it impossible for us to service the clients we had turned away.

In addition to this, our excellent employee/independent contractor pet sitters set aside time in their busy schedules to service our clients. We believe that our sitters deserve to be paid when their work is canceled on short notice. Imagine a job where the work you depended on could be canceled at any moment with no pay.

The cancellation of one or two visits does not seem like a big deal but please consider that there are times when several clients may cancel a few visits during the same week. We want to keep all of our top-notch pet sitters employed with Whisker Watchers for a very long time so we choose to pay them for services on their schedule that are canceled on short notice.

Our cancellation policies are put in place so that Whisker Watchers can serve our pets and clients in the most efficient and effective manner possible.

Home Entry Policies

LOCK BOX: We recommend all clients provide a lock box on your property with two tested keys as your primary means of entry. We recommend that you place your lock box at a side or back entry or other area that is not visible from the street. It is the clients responsibility to keep the online profile updated with the lock box code and location and to make sure the two tested keys are in the lockbox for all services. Please make sure lockbox can be safely accessed during snowy/icy weather. Do not give your lock box information to anyone other than providing it in your Whisker Watchers secure online profile. Please have your lock box and keys ready for testing at your new client meeting. If you choose not to use a Lock Box in favor of a coded entry door, please be aware this at your own risk and responsibility. If your coded entry does not work due to either a dead battery or worn out lock we will be unable to complete your pet visit.

We recommend one of the following lock boxes:

Lock Box 1:
Vault Locks 3200

Lock Box 2:
Master Lock 5406D

ALTERNATIVE PRIMARY ENTRY: If you do not wish to provide a lock box we can collect and test two keys at your new client meeting that will be kept in our office for as long as you remain a client. Please be aware that we must have your keys in our possession before we can book any services for you. Also, we may not be able to accommodate service request submitted with less than a full two weeks notice if keys in our possession are required for entry. If you need your keys returned to you at anytime, you can schedule a free appointment to meet with us to pick up your keys. If you need to provide new keys to us at anytime you can schedule a free appointment to meet with us to drop off your keys.

SECONDARY ENTRY: All clients must provide a secondary entry method. This should be an on-site entry method such as a coded entry and/or a hidden key on your property that can be easily accessed during snowy/icy weather. If you wish, we can retain keys in our office as an emergency back up but please be aware that if we cannot gain entry with on-site methods it may take 1-2 business days for us to retrieve your keys from our office and get to your home. Please have a trusted friend or neighbor listed in your online profile that can gain access to your home to check on your pets in an emergency.

If you have any questions, please give us a call at 928-910-5689 and we will be happy to review our key procedures with you in detail.

Inclement Weather Policies

PAYMENT IN FULL is required for all pet visits canceled with LESS than a complete 12 hours notice.

A $20 per visit short notice cancellation fee will be charged for all pet sitting visits, quick visits, and weekday dog walks canceled with LESS than a complete 48 hours notice.

An automatic 25% cancellation fee applies to ALL services scheduled on and around major holidays, and all services scheduled during Yavapai County school vacation weeks.

All cancellation policies apply as soon as services are requested.

WEATHER
During snowy and icy weather, pet visits must be canceled via LOG IN and must be canceled at least 6 hours prior to the start of the scheduled time window, and cancellation fees will be waived.

NO REFUNDS
Your Whisker Watchers account will be credited any amounts left AFTER CANCELLATION FEES HAVE BEEN APPLIED.

SNOW/ICE
Please make sure all snow/ice is cleared from your driveways/walkways so that your pet sitter may access your home safely during winter weather.

Whisker Watchers management and pet sitters schedule our time very carefully and limited space is available, therefore we are unable to make exceptions to our cancellation policies.

Thank you for your cooperation!