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 Reservations: 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. Full payment must be received 14 days before your service begins. There is no additional charge for visits on New Year’s Eve, New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day holidays.


Confirmations

You 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. Since phone and email messages are not 100% reliable, 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 if an unexpected need arises; while we will make every attempt to accommodate your needs, availability on short notice is dependent on the current schedule. Richlyn Rovers networks with other area sitters for this reason and if we can’t fulfill your emergency pet care needs we will try to help you contact a competent professional pet care provider who can. I will carry YOUR emergency contact information with me in the event I have an unexpected illness or accident.  Please be sure this information is current and that the designated contact has access to your home to ensure your pet’s care continues uninterrupted.


Cancellations

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 50% of 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 waiting list; customers must be referred to others once our schedule is full. No refunds will be given for cancelled 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 a 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, obtaining and returning your keys requires two extra trips and there will be a $5.00 charge per trip for time and mileage. Keys will be returned within 7 days of the end of your service, in person or by certified mail ($5.00). 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 are considered late if not received at the time of the first visit.  There is a 3-day grace period following the date of the last visit before late fee is charged. There is a 10% 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.  This person should be close enough to walk to your home if roads are impassable. If Richlyn Rovers is unable to drive to your home, this information is needed so we may contact this person to request assistance to check on your pet(s).  In the event that the customer does not provide a nearby emergency contact with access to your home, 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.


Medications/Vaccinations/Immunizations

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.

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 received 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.   


Unplanned Fees/Expenses

There will be a $10.00 charge, as well as reimbursement, if the Richlyn Rovers representative must restock depleted pet supplies; i.e., food, litter, cleaning supplies or other necessary items that contribute to the health and well-being of your pet. It is the owners’ responsibility to provide more than adequate amounts of food, litter, treats, medications, flea products, and other items needed for complete care of 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.