Policy & Procedures:
1. Payments & Fees
Payments shall be received in full on or before the initial start of the kitty care visit. We accept cash, cash transfers, cheques, credit cards and paypal. If paying by cash or cheque your full payment can be left in your home on the kitchen counter to be picked up by your pet sitter during the first day of your kitty care service. Please have exact cash and make any cheques payable to: Misty Blue Kitty Care. If paying by cash transfer, credit card or paypal, an invoice will be e-mailed to you in advance and can be paid in full prior to the initial kitty care visit via secure on-line payment options. Misty Blue Kitty Care will add a $30 NSF fee plus bank charges for any returned cheques. If payment is not made prior to the Client’s departure, however kitty care visits are still required; a $25 late fee will be added to your invoice. In the event of additional unplanned visits, purchases or expenses, payment is expected upon receipt of the new invoice or a late fee of $25 will be applied. The Client agrees to pay a $15 last minute fee for any reservation request made less than 48 hours. A late fee of 15% per month of the balance owing will be charged for any outstanding balances after 30 days. Although tipping is never required, if you are “WOWED” by the kitty care service provided, please consider spreading the love with an on-line review of our service!
2. Refunds & Cancellations
Please understand that Misty Blue Kitty Care receives more requests for reservations than they can handle for pet sitting during holiday time periods. We may have turned away other Clients because we have reserved time for you during a busy season. If you cancel less than 7 days before a major holiday, you will be charged for 50% of the kitty care visit. Major holidays are New Year’s Day, Family Day, Good Friday, Victoria Day, Civic Holiday, Canada Day, Labour Day, Thanksgiving Day, Christmas Day, Boxing Day and New Year’s Eve. There is an additional $15 fee for any kitty care visits that fall on the above mentioned holidays.
We understand your plans can change and we do not charge for cancellations with adequate notice. Visits can be cancelled with 24 hour written notification (via text or e-mail) to Misty Blue Kitty Care. However, if you cancel with less than 24 hours before the first kitty care visit, there will be a $15 cancellation fee. We strive to have the Client experience for both you and your kitty to be Pawesome! We want you to love our services and be completely and 100% satisfied! In the event that you are not, we would welcome the feedback and the opportunity to make things right. By the slight chance that we are unsuccessful in resolving your concern, we would be happy to provide you with a refund.
3. Holiday Additional Fee & Holiday Cancellations
4. Early Returns or Extended Stay
We understand your plans can change and are very flexible if notified. If you return home early, please notify us immediately. If however you do not notify Misty Blue Kitty Care of an early return and we make a trip and find you home, the regular kitty care visit charge applies. Alternatively if the Client plans to lengthen their trip they must contact Misty Blue Kitty Care in order to be put back on the Misty Blue Kitty Care visit schedule. The Client agrees to pay the additional charges upon receipt of the new invoice.
5. Confirmation of Client Arrival Home
The Client must contact Misty Blue Kitty Care PROMPTLY upon returning home and leave a message (text/e-mail/voicemail) in order to not potentially incur another kitty care visit charge. If you do not contact us and do not answer your phone, we may make additional pet sitting visits and you will be charged for those visits. We must know that your kitty is being cared for and no additional visits are required.
6. Safe Access to your Home
The Client agrees to have a clear path to their home available for Misty Blue Kitty Care. Home should be free of unreasonable clutter or obstacles that could endanger Misty Blue Kitty Care or hinder Misty Blue Kitty Care from providing a visual safety check of your kitty. In winter months, this includes a shoveled, ice free pathway to your home's entrance. The Client is responsible for any injuries caused to Misty Blue Kitty Care or the Client’s kitty due to the condition of the Client’s premises.
7. Access to your Home By Others
We request to be informed if there will be other people accessing your home at the same days and time as our kitty care visits. This includes roommates, house guests and other service providers. We take the safety of your kitty and your home very seriously, and keeping us informed greatly reduces the risk of any misunderstandings that could arise from other people accessing your home. If the Client allows any other person(s) access to their home during Misty Blue Kitty Care service agreement period for pet sitting, we cannot be held liable for any damages to property or your kitty as a result. Please notify Misty Blue Kitty Care if someone will be in your home. Please also notify the person(s) in your home that Misty Blue Kitty Care is coming so that your visitor, as well, is not surprised by our entrance.
8. Client Home Care Needs & Value Added Services
If you require plant care during our visits, please be aware Misty Blue Kitty Care is not responsible for wilted, dead or otherwise unhealthy plants. Misty Blue Kitty Care will work hard to follow written instructions as precisely as possible, but cannot be responsible if the results are not favorable to the Client. Please place all indoor plants together on a waterproof surface in plain sight as your Kitty Consultant is not responsible for water-damage areas or missed plants. We also provide mail/newspaper pick up and garbage and recycling bring in/out service.
9. Unforeseen Purchases & Restocking Fee
Any additional necessary costs such as food, litter, cleaning supplies or other necessary items that contribute to the health and well being of your kitty will be purchased by Misty Blue Kitty Care if they are not available in the Client's home upon commencement of kitty care services. We will retain a receipt and the Client will be responsible for reimbursement of these items upon receipt of the new invoice. A $35 restocking fee will be applied.
10. Keys & Security
Misty Blue Kitty Care uses a lock box for key management. We require 2 keys to be placed in the lock box for every kitty care visit. A lock box has many advantages and we feel provides the best case scenario when it comes to reducing the risk of lost keys. You may purchase a lock box of your choice for approximately $35-80 at Home Depot, Lowes, or Amazon. In addition, for those Clients in condos with 24 hour concierge services, we may also establish a key/FOB pick up and drop off system with your written authorization via your concierge or building security. We may also do a contactless key exchange and we will pick up and drop off your keys at your home for a fee of $20 plus HST each time you request kitty care visits. If you have a security system you must provide appropriate access codes. Please check the keys you provide Misty Blue Kitty Care. Should keys become unusable, lock malfunctions, or the Client fails to leave a key or for any other reasons beyond the control of Misty Blue Kitty Care, the Client authorizes Misty Blue Kitty Care to enter the premises to provide the agreed upon kitty care services as set out in the service agreement. The Client also authorizes Misty Blue Kitty Care to employ the services of a locksmith to gain entry into the Client’s home on the Client’s behalf. The Client will be responsible for all expenses incurred and reimburse Misty Blue Kitty Care upon receipt of the new invoice. The Client agrees to lock all windows, screens and doors prior to leaving their home unattended for the safety and security of the Client’s kitty, property and that of Misty Blue Kitty Care. Misty Blue Kitty Care will not unlock or open doors and/or gates on the Client’s property, for any person(s) at any time without prior Client authorization.