Service Policies

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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.

Once you have completed a meet n greet with your pet sitter, we will confirm your booking request. Upon confirmation, you will receive a confirmation email with a payment link. 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.

• Our cancellation policy 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.

We understand that plans can change, and we strive to be as fair and accommodating as possible while ensuring availability for all clients. Our cancellation policy is as follows:

• Cancellations made at least 72 hours before the scheduled start time will receive a full refund.

• Cancellations made within 72 hours will receive a 50% refund on the first seven (7) canceled days and a 100% refund for any remaining days.

• Last-minute cancellations do not allow sufficient time to fill the open spot. Canceling at least three (3) days in advance gives us the opportunity to accommodate another client.

• 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. 

• If your pet sitter arrives at your home for a scheduled service and you have not informed them that the service is no longer needed, the full booking amount will be nonrefundable.  

Weather-Related Cancellations

• Winter storms are typically forecasted in advance. If you are concerned about inclement weather affecting your ability to reach your pet sitter, we recommend canceling ahead of time to avoid cancellation fees.

• 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 prevent safe adventure walk conditions, you will have the option to have your sitter perform an extended drop-in visit at your home instead or reschedule the adventure walk.

• If severe weather prevents your pet sitter from reaching your home, they will contact you, and you will receive a full refund for any uncompleted services.

Personal or Illness-Related Cancellations

• While we understand that unexpected circumstances arise, a 72-hour notice is required for cancellations. This allows us to attempt to fill the open spot. Cancellations with less than 72 hours' notice 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.

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

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 we can confirm your booking. 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.