FAQ

Reservations

Scheduling is on a first come, first served basis and we do our best to accommodate your needs. It is best to plan at least a couple of weeks in advance to obtain service on the dates you desire. An in-home interview is required prior to reservations for all new customers. While we can tentatively pencil in your dates, we must meet you and your pets and assess your needs before we make a commitment to providing your pets’ care. 

Holiday Reservation deposit: Holiday seasons are hectic for everyone—we ask that you schedule a minimum of 2 weeks in advance. A 50% deposit is required to hold your holiday reservation. Deposit is due upon receipt of estimate. Full payment must be received 14 days before your service begins. Holiday rates will apply, and deposits are required for visits on New Year's Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.


Confirmations

Weekly customers will receive a confirmation email each week confirming visits for the following week. Pet Sitting customers will receive a confirmation email no less than two days before each departure to verify that all information (dates, contact numbers, etc.) are still correct. Please make sure we speak personally, or your email is acknowledged by Richlyn Rovers before you leave town. This ensures that your pet's needs are carried out as intended.


Emergencies

Everyone has them! Feel free to call or text if an unexpected need arises; while we will make every attemp to accommodate your needs, availability on short notice depends on our current schedule.

 


Cancellations

Standard policy: No refunds will be given for cancelled visits once time has been reserved.

Weekly customers with midday visits may cancel as late as 8:00 am for same day appointments. Cancellations received after 8 am will be charged for full amount due.

For pet sitting or other services, customers must give a minimum of 24 hours’ notice of cancellation to receive credit against future visits.

Holiday Cancellation Policy:  Pet-sitting services and kennels receive more requests for reservations than they can handle during holiday time periods. Richlyn Rovers does not maintain a waitlist and customers must be referred to other providers once our schedule is full. No refunds will be given for canceled visits once time has been reserved. To receive full credit toward future visits, cancellation must be 15 days or more before first scheduled service. To receive 50% credit, cancellation must be received 8–14 days before first scheduled service (50% of total invoice). No credit will be given for cancellations 7 days or less before first scheduled service.


Early Return/Extended Absence

We understand that plans change and we are very flexible if notified.  If you return home early, please let us know immediately.  If, however, you do not notify us of an early return and Richlyn Rovers makes the trip and finds you home, the regular pet visit charge applies.

In the event you must be away longer than planned, it is mandatory that we hear from you! Richlyn Rovers will continue to visit and care for your pets and any extra visits will be at the owner’s expense.


Keys

Richlyn Rovers will obtain your house key during the initial consultation, when service is scheduled. If you are not already doing so, consider letting Richlyn Rovers retain your house key. In the event of an unexpected trip, you’ll be glad you did. All keys are coded for Customer confidentiality.  If you choose not to have Richlyn Rovers retain a key, there is a fee to pick up and return keys. Keys will be returned within seven days of the end of your service, in person or by certified mail . When selecting which key to access your home, please remember that garage door openers will not work in the event of a power outage and to test the key each and every time!


Payment

Cash or checks are the only payment methods accepted. Payment is due at the time of or prior to the first visit.  Please make all checks payable to Richlyn Rovers Pet Services. Fees for unplanned expenses or emergencies will be billed. 

There is a $30 fee for all returned checks.

Payments for pet sitting are considered late if not received prior to or at the time of the first visit.  There is a three-day grace period following the date of the last visit before late fee is charged.

Payments for monthly billed customers are due before the 15th of the following month. There is a 5% late fee charge for all overdue payments. Balances left unpaid more than 30 days will be sent to collections; the Customer will be responsible for collection fees, as well.




Vistors

Please notify Richlyn Rovers if others (maids, friends, family members, etc.) will have access to your home during your absence. If you allow any other person(s) access to your home during the Richlyn Rovers contract period, Richlyn Rovers cannot be held liable for any damages to property or pets as a result. It is understood that the Customer will notify anyone with access to the home that Richlyn Rovers services have been engaged. The police will be called on all intruders or suspicious acts without exception.  Richlyn Rovers, company owner, agents, assigns, successors and heirs are not liable and are completely indemnified for any and all liability stemming from the act(s) or failure to act of third parties, whether known or unknown, including but not limited to, friends, neighbors, relatives or other service persons that shall enter your residence for any purpose while Richlyn Rovers is caring for your pets.  


Emergency Contacts

Richlyn Rovers requests that you provide the name and phone number of a person living nearby with access to your home.  If Richlyn Rovers is unable to drive to your home safely, we may contact them to request assistance to check on your pet(s).  Emergency contacts should be updated for each pet-sitting service request.  If customer does not provide a nearby emergency contact, the customer realizes that Richlyn Rovers will provide service but not until conditions allow us to reach your home safely.


Sitter Supplies

Richlyn Rovers recommends that you have the following supplies accessible for your pet professional:  pet food, treats, leash, collar with I.D. and State/Local license tags, poop bags, cat litter, litter scoop, toys, brush/comb, sweater, winter coat, boots and/or rain gear, drying towel, paper towels, garbage bags, cleaning supplies, and the location of your vacuum. It is the owner's responsibility to provide more than adequate amounts of food,  medication, treats, litter, flea products, and other items needed for complete care of their pets. There is a $10.00 charge, as well as reimbursement, if the Richlyn Rovers associate must restock depleted pet supplies.


Medications/Vaccinations/Immunizations

Richlyn Rovers Requires that all pets have the necessary vaccinations and immunizations before service begins. If a Richlyn Rovers pet care provider is bitten or exposed to any disease or ailment from a Customer's pet(s) that has not been properly or currently vaccinated, the Customer will be responsible for all costs and damages that may occur.   

Richlyn Rovers will attempt to administer medications as directed but cannot be held responsible for complications that arise as a result. Excessively shy cats with medical problems can be a serious risk. If you have such an animal, this must be thoroughly discussed. Under no circumstances will Richlyn Rovers service any pet that has any form of contagious illness. This is for the safety of all our customers and their pets.

 


Unsecured Pets

All dogs will be required to be on leash during outdoor walks. Richlyn Rovers will not be responsible for free-roaming or outdoor pets in the event of illness, injury, loss or death.  It is strongly advised that all pets have some form of permanent ID and that they remain inside the home or confined to a yard or pen for their own safety and welfare in your absence.  No fence system is totally secure. It is the Customer’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 contain the pet or restrict access to specific areas. Richlyn Rovers does not assume responsibility and has no liability for any injuries the pet may sustain or property damage the pet may cause while in its own home/property.


Animal Behavior

Animals’ behavior can be unpredictable.  Richlyn Rovers does not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury to the Customer’s animals. Further, if a Richlyn Rover pet care provider is harmed or injured by the Customer’s animals, the Customer accepts full responsibility for the cost of any necessary medical attention required by either the Richlyn Rovers pet care provider or by the animals.

 


Updates

 Richlyn Rovers will forward an update after each visit based on your preference of text message, email or phone call.

We also ask that you text, email or call Richlyn Rovers when you have returned home safely.