Service Policies

---

At Home Away From Home Pet Service, LLC, we believe positive reinforcement is the most effective and compassionate training method. Our professional pet sitters utilize treats and praise to encourage desired behaviors, fostering a supportive and nurturing environment. We uphold the highest standards of care, ensuring that no physical punishment or harsh language is ever used when interacting with your pet. 

Your pet's safety is our top priority. To ensure a secure and comfortable environment for all pets in our care, we ask that you provide us with essential health and behavioral information.

• Please inform your pet sitter of any history of aggressive, dominant, or defensive behavior.

• Ensure your pet is parasite-free and up to date on flea and tick prevention.

• If your pet shows signs of illness or develops a cough, notify your pet sitter immediately.

By working together, we can maintain a safe, healthy, and stress-free experience for every pet in our care.

To ensure the health and safety of all pets in our care, we require up-to-date vaccination records for each pet prior to the start of their booking. Please email or text us a clear image of your pet’s vaccination records. If current vaccination records are not provided by the booking start date, the reservation will be canceled, and our cancellation policy will apply.

All new vaccinations should be given a minimum of one week prior to your bookings start date. 

Required Vaccinations:

• Dogs (including puppies four months and older): Rabies, DHPP, and Bordetella
  • Strongly Recommended: Canine Influenza Virus (CIV) and Leptospirosis

• Cats: Rabies
  • Strongly Recommended: Feline Leukemia Virus (FELV) and Feline Viral Rhinotracheitis, Calicivirus, and Panleukopenia (FVRCP)

Once your booking is confirmed, a veterinary notification form will be attached to your confirmation email. While this form is not required, we strongly encourage its completion, as it serves to protect you and your pet in the event of an emergency. If you choose to complete it, please provide a copy to both Home Away From Home Pet Service and your preferred veterinary clinic.

While spaying or neutering your dog is not required, we strongly encourage it for the well-being and safety of all pets in our care.

Please note that we do not offer boarding or daycare services for female dogs in heat.

If you have a meet n greet scheduled or plan to schedule one, please wait to submit your payment until after the meet n greet is complete. Once you have completed a meet n greet with your pet sitter,  you may complete your payment at any time using the link provided in your confirmation email. If payment is not completed within the required timeframe, the card on file will be charged automatically. 

• Full payment is required at least seven (7) days prior to the start of your booking.
  • If payment is not completed by the due date, the card on file will be charged automatically.
  • For bookings made less than seven (7) days before the start date, the card on file will be charged at the time of booking confirmation.

• Payments for recurring bookings are due every Monday for all services scheduled in the following week. 
  • Recurring bookings are defined as multiple services that occur every week for at least three (3) weeks within a calendar month. For example, weekly drop-in visits scheduled every Tuesday through Thursday or weekly walks scheduled every Monday and Wednesday. 
  • If payment is not completed by the due date, the card on file will be charged automatically.

• Full payment for wedding pet attendant services is required no later than thirty (30) days prior to the scheduled event date.
  • If payment is not completed by the due date, the card on file will be charged automatically.
  • For wedding pet attendant bookings made less than thirty (30) days before the start date, the card on file will be charged at the time of booking confirmation.

• Our cancellation policies will apply once payment has been processed. 

If you need to modify your booking dates or times, please notify your pet sitter as soon as possible.

Standard Cancellation Policy

We understand that plans can change, and we strive to be as fair and accommodating as possible while ensuring availability for all clients. Last-minute cancellations do not allow sufficient time to fill the open spot. Canceling in advance gives us the opportunity to accommodate other clients. Our standard cancellation policy is as follows:

• 7 or more days before your booking start date: Full refund if you cancel or make changes to your booking.

• 3–6 days before your booking start date: 50% refund if you cancel or make changes to your booking.

• Within 48 hours of your booking start date and once your booking has begun: All bookings (excluding adventure walks) are non-refundable, including cancellations, early returns, or schedule changes.

• If you are more than an hour late for your scheduled boarding or daycare drop-off without notifying your pet sitter, your booking will be canceled and deemed non-refundable. Additionally, a $35 no-call/no-show fee will be charged. 

• Wedding pet attendant services are non-refundable once payment is completed, as wedding dates require dedicated staffing and are reserved exclusively for your event, limiting our availability to accept other bookings. 

Holiday Cancellation Policy

Last-minute changes for holiday bookings do not allow sufficient time to fill the open spot. Because we are extremely busy during the holidays and often have to turn away other clients once we are fully booked, cancellations or changes greatly impact our ability to serve those families. Providing at least 7 days’ notice gives us the opportunity to accommodate another client and ensures all pets receive the care they need during the holiday. Our holiday cancellation policy is as follows:

• For bookings made that include a holiday or a holiday’s corresponding weekend, any changes must be made at least 7 days in advance of your bookings start date. No refunds will be issued after this period, including cancellations, schedule changes, and early returns. 
  • You can find our holiday schedule on our FAQs page.

• Please Note: The holiday cancellation policy does not apply to clients on a recurring schedule; any canceled bookings on a regular recurring schedule will be held to our standard cancellation policy.

Weather-Related Cancellations

• Winter weather is typically forecasted in advance; clients concerned about travel conditions are encouraged to cancel early to avoid cancellation fees. Weather-related refunds for client cancellations are only issued if interstate closures occur due to severe weather and will be limited to a 50% refund. 

• If severe weather prevents your pet sitter from safely completing your pet service, they will contact you, and you will receive a full refund for any uncompleted services.
  • While these situations are rare, pet parents are responsible for ensuring their emergency contacts are reliable and available if needed. 

• If extreme temperatures or hazardous weather prevent safe dog walking conditions, your pet sitter will perform a drop-in visit instead.

• If extreme temperatures or hazardous weather make adventure walks unsafe, you may choose one of the following options:
  • Have your sitter perform an extended drop-in visit at your home.
  • Have your pet sitter take your dog on an extended car ride or pet store outing.
  • Reschedule the adventure walk.
  • Cancel the adventure walk and receive a 50% refund.

Personal or Illness-Related Cancellations

• While we understand that unexpected circumstances arise, a 7-day notice is required for cancellations to receive a full refund. This allows us to attempt to fill the open spot. Last      minute cancellations make it difficult to accommodate other clients.

• If your pet sitter becomes too ill to provide care, we will notify you immediately and arrange for another Home Away From Home sitter. If a suitable replacement is unavailable, you will      receive a full refund for any uncompleted services.
  • While these situations are rare, pet parents are responsible for ensuring their emergency contacts are reliable and available if needed. 

By following this policy, we can continue to provide exceptional care and availability for all our valued clients.

Home Away From Home Pet Service maintains a zero-tolerance policy for harassment, discrimination, or abusive behavior of any kind toward our staff, contractors, or representatives. This includes, but is not limited to, verbal abuse, threats, intimidation, offensive language, unwanted advances, discriminatory remarks, or inappropriate conduct in person, over the phone, through text, email, or on social media.

We do everything in our power to keep our team safe, supported, and respected. One of our core values is looking after our sitters, as we recognize the increasing challenges of burnout and compassion fatigue within the pet sitting industry. Any behavior that makes our staff feel unsafe, uncomfortable, or disrespected will not be tolerated.

We reserve the right to immediately terminate services, cancel current and future bookings, and refuse service if this policy is violated. Our team deserves a safe, professional working environment, and we appreciate our clients’ cooperation in helping us maintain it.

For existing clients who have already completed a meet n greet with their pet sitter, we can often accommodate short-notice booking requests, subject to availability. However, providing as much advance notice as possible increases the likelihood that we will have availability and can confirm your request.

For new clients requesting boarding, daycare, or homestay services, a meet n greet is required before your booking start date. While meet n greets for drop-in visits, dog walking, and pet taxi services are not always required, they are strongly encouraged. To ensure we find the best possible match for you and your pet, we recommend scheduling a meet n greet at least four (4) days before your requested start date. Wedding pet attendant services require a meet n greet and a minimum of four (4) weeks’ advance booking notice.