Katie’s Kennel Service Policies and Procedures

Katie’s Kennel General and overnight Pet care Policies

Scheduling Pet Sitting: For all of your scheduling needs please inquire through katieskckennel.com. Upon your inquiry Katie’s Kennel will reach out to discuss your pets needs and which service will fit their lifestyle best. Based on service, lifestyle and our availability we will then assign a pet professional. Once we assign a sitter and they set up a meet and greet we reserve your dates requested and your sit/stay is considered booked. New clients are required to perform a meet in greet in person or over zoom prior to their service.

Meet and Greet: Katie’s Kennel strives to keep our team and your pet safe. To ensure everyone is comfortable performing a SIT/STAY we require a 30 minute consultation prior to any overnight service with your pet. This meet and greet fee is $30 and a requirement for all clients meeting with a new team member. We understand some clients might need more than one meet and greet. Additional meet and greets will have an associated fee that are subject to change based on duration, time of day, etc. During this time you are expected to review your pet and home needs. Examples include (but are not limited to): how to use your pets harness and leash, address areas of concern around the home or neighborhood, review entry instructions and any other information vital to making this a safe and positive experience for your pet and our staff. Meet and greets are to be paid prior and are non-refundable if you do not proceed with the service. This will be invoiced and is due 24 hours prior to your meet and greet.

Cancelation Policy: Katie’s Kennel times are carefully scheduled to accommodate our clients needs. Our team books out weeks/months in advance and relies on their reservation commissions. We are strict with our cancelation policies to ensure our team is compensated for their time and efforts.

All Pet Sitting (SIT), In-Home Boarding (STAY), and Check-In (30 or 60 min visits) Services require a 7 day cancellation notice prior to the first day of your scheduled service. Any cancellations after that 7 day time period you will be charged in full for your reservation. If you cancel your service after our 7 day cancellation policy, or need to reduce the amount of overnights you need after our 7 day cancellation period (example- reduce from 3 nights to 2 nights) We are to be paid in full for the original reservation dates. If your situation changes during your service, ie; dogs behavior, security concerns, schedule changes. We are to be paid in full for the original reservation dates.

If you have not paid for your sit/stay in a timely manner we will charge your card on file if there is no cancellation after our 7 day cancellation policy. We will use your card on file to charge for any additional payments- service extensions, late payments, etc.

In the event that our team member becomes unavailable we reserve the right to reassign your sit or stay. If your sit or stay is reassigned we always offer an additional consultation to ensure it is a good fit. In the event that we do not have staffing or are on a waiting list for the dates of your sit or stay we will give you as much of a cancellation notice as possible, place you on the top of our waitlist and let you know when/if something becomes available. If we have to cancel your reservation there are no associated fees.

30-60min holiday visits and check-ins services are available upon request and are billed at an additional rate as well as billed in advance. All check-ins and holiday visits are due 7 days prior to your start date and are non-refundable.

Vaccination Records: We require all clients to be up to date on their Rabies and Bordetella vaccines

Sitter Schedules and Check-Ins: Majority of our Pet Professionals have part/full time employment outside of Katie’s Kennel. To ensure your pet is cared for and we stick within a 5 hour socialization time frame, we reserve the right to schedule 45 minute check-ins with additional staff to provide your pet relief, love and activity. You will be notified prior to your service if a check-in is needed. This is for the benefit of your pet and our staff.

Security and Entry: Katie’s Kennel is not liable for lost or stolen keys, fobs, lock boxes or any type of garage opener. It is the clients responsibility to notify us with any code changes. Clients are responsible for telling Katie’s Kennel Pet Professionals about all cameras, motion detection sensors, ring doorbell systems, alarm systems, etc… This is for our team and your pet/homes safety.

Home Safety and Readiness: For all clients requesting a SIT in their home we ask that your home is set up for our team's arrival. Please ensure your home is safe and anything that could cause harm is locked away. Please ensure our team has a clean space to sleep over and spend time with your pets. We ask that all clients offer clean linens for our team to use during their SIT. Please ensure your home is clean and sanitized. Once our team is done with the service they will tidy up before they leave.

Sitter Safety: Our policy is our team is to be the sole caregiver while you are away. We request that our team is the only persons who have access to your home while we are there providing care and while we are away from the property. We ask that Family Members, Neighbors, Household Cleaning Personnel and any other contract workers remain away from the premises while the dog sitting is taking place. They may arrive prior to the pet sitter’s scheduled visit, or after the pet sitter’s scheduled visit concludes. This is to prevent mishaps or misunderstandings based on mistake(s) made by cleaning personnel. If in a rare case, there is additional pet care assistance, Katie's Kennel, LLC does not accept liability for other persons who will be in your home prior to, during, or immediately after our services have been rendered.

Emergency Veterinary Care: If your pet requires any emergency veterinary care while you are away, we will contact you, the owner, first. If we are unable to reach you and your pet’s condition cannot wait, we will take them to the best-suited veterinary hospital for treatment. If you have a veterinarian listed in your account, and they are open and able to see your pet, we will go there first. If they are not open or available, or if there is no veterinarian listed, we currently use any close by emergency vet for dogs or after hour care. All Veterinary care fees charged by the treating care/veterinary facility are the sole responsibility of you, the owner. Katie’s Kennel is not responsible for any associated vet care fees.

Animal Behaviors: Animal behavior can be unpredictable. Katie's Kennel, LLC does not accept responsibility or liability for animal behavior, normal or otherwise, which result in injury to the client’s animals. If a Katie's Kennel Employee is harmed or injured by the client’s animals, the client/owner accepts full responsibility for the cost of any necessary medical attention required by either the Katies Kennel Employee or by the animals involved. If a pet has a history of biting or other aggressive behavior, Katie's Kennel reserves the right to refuse service. Bites must be reported to the local authorities as provided by law. Clients must also agree that it is their responsibility to notify Katie's Kennel if any pet has ever caused an injury to any human or other pet. Clients/Animal Owners will be held liable for the representative’s medical care expenses and damages that result from an injury or bite from your animal(s).

STAY (In-Home Boarding) Behavioral Concerns: Katie’s Kennel wants what's in our team and your pets best interest. New environments can cause stress on your pet that you and our team might not notice during a meet and greet. If your pet is showing signs of anxiety or discomfort while under our care we will communicate with you (the owner) on what options we have to make your pet more comfortable. If your pet is anxious, uncomfortable and not able to complete the stay in our team's home we reserve the right to explore opinions Katie’s Kennel can provide (additional services in your home) or outside services. If your pet cannot complete their service with us and we result in outside care you are responsible for arrangement of care and additional fees. Your scheduled service with Katie’s Kennel will not be refunded.

Destruction of Property: Katie's Kennel is not responsible for damage caused by your dog in your home. This includes but is not limited to- tearing up their kennel, toys, furniture, rugs, pillows, harnesses, leashes or any personal items in your home. It is expressly understood and agreed that Katie's Kennel shall not be held responsible for any damage to client’s property, or that of others, caused by client’s pet(s) during the period in which the pets are in the care of Katie's Kennel. For all In-Home Boarding services we reserve the right to compensation for any destruction or damages done by your pets in our team's home. This includes destruction of property or belongings.

Cleaning and Home Upkeep: Our team will tidy your home and belongings prior to our departure on the last day of our service. We do not accept any responsibility for mud being tracked in or causing furniture damage. We always do our best to keep your animals routine, however accidents can happen. If we notice a urine or stool accident we will notify owners immediately and do our best to clean up. However we do not accept any responsibility for leftover stains or property damage for any stains. Animal behavior is unpredictable and destruction by them does not place blame on Katie’s Kennel. We will not offer any refunds or credits if your pet destroys something in your home before, during or after our time of visit.

Dogs Without a Fence: We strongly advise you not to leave your dog(s) outside, unsupervised, in a fenced-in yard or electric/invisible fence. If you choose to do this, we will still care for your dog(s), but we assume NO responsibility or liability if they are injured, become ill, or run away/escape. If your dog has a history of jumping fences or escaping we ask that you let us know immediately so we can take proper precautions to ensure your pets safety. If your dog has a history of jumping fences and running away we will only offer leashed potty breaks during our time at your sit or stay. This is to ensure your pet is safe.

Cat Policy: We require cats to be indoor cats during the time of our care. If your cat is an outdoor cat we will reserve the right to refuse care due to liability reasons. If you have an outdoor cat, we will still care for your cat(s). Katie’s Kennel assumes NO responsibility or liability if they are injured, become ill, or run away/escape.

Pet Sitting Pricing: Our rates are slightly increasing as of 5/1/2024. This increase will not impact any bookings booked prior to 5/1/2024. If you have any questions about this price increase please email us at stay@katieskckennel.com

Prices vary based on service length, amount of pet(s), start/end times and availability. If your end time is 5+ hours longer than your start time (Example: Start at 8am, End at 1pm) We will charge for an additional day to ensure our team is compensated. If you are requesting our team to be at your home longer than 5 hours at a time during the middle of the day (7am-7pm) this can also result in an additional charge to compensate our team for their time. Please email us at stay@katieskckennel.com for scheduling information and pricing information.

Holiday and Surcharge Pricing: Katie’s Kennel accommodates dogs 365 days per year, including holidays, weekends, early mornings and late evenings. Katie’s Kennel charges an additional $50 fee for any pet sitting service the day before- day of- and day after: New Year’s Eve, New Year’s Day, Martin Luther King Day, President’s Day, Easter, Memorial Day Weekend, Independence Day, Labor Day & Thanksgiving. Katie’s Kennel charges an additional $75 fee for any pet sitting service the day before- day of- and day after Christmas Day (12/24, 12/25 and 12/26). This surcharge pricing is to ensure your pets are still receiving the standard of care during this busy time while allowing our staff additional holiday compensation.

Extension of your SIT or STAY: If you choose or are forced to to extend your service with less than 48 hours of notifying your assigned team member you will be charged an additional $50 per day for last minute bookings. Services are booked in advance and we cannot promise last minute availability for extending your service(s). This additional $50 per day fee will compensate our pet professional/team for last minute arrangements. This will be charged in advance to your card on file. We will work to accommodate additional days/nights but we do not guarantee we will have the availability to do so.

Tipping: Tips are not expected but are certainly appreciated. 100% of your tip goes directly to your sitter. We can provide you with a way to tip your sitter. Please email us at stay@katieskckennel.com

Additional Dail Service Policies- Dog walking and play dates

Client Cancelation Policy: Katie’s Kennel times are carefully scheduled to accommodate our clients needs. For Daily Services such as; Dog Walking, Dog Park Play Dates or In-Home Grooming It is required that you give us a 24-hour notice of cancellation prior to the first scheduled service day. If no cancellation notification is given prior to that 24 hour window, the client will be charged for their scheduled service.

Weather: Katie’s Kennel wants what's in your pets and employees best interest. Katie’s Kennel will take the proper precautions based on temperature and weather conditions, meaning shorter walks, outside play, inside play, etc. Weather conditions may prevent our walkers' arrival time or can result in a cancellation which would not be charged as a used session.

Refunds: Katie's Kennel LLC does not offer refunds for paid for subscriptions or sessions, completed or not. If you cancel within the proper window we will credit your session to your account to be used in the future. 30-60min holiday visits and check-ins services are available upon request and are billed at an additional rate as well as billed in advance. All check-ins and holiday visits are due 7 days prior to your start date and are non-refundable.

Payment Laps of Used Service/Sessions: If you have completed a scheduled service with us but do not have an active walk package, membership or credit on your account and have not canceled within our cancelation policy we reserve the right to charge a full session rate with any card on file.

Pet Care Appointments:

Booking: It is recommended that you reserve services a minimum of 48 hours in advance. However, you may request services up until 5 pm the day before for services needed Monday-Friday. Please note that space is limited and availability is not guaranteed. Appointment requests with less than 12 hours notice are also subject to an additional fee.

Weekends, Holidays and Check-ins: All services before 9am after 5pm, weekend (Saturday and Sunday) and Holiday visits are in high demand. We do charge an additional fees to accommodate these times. Katie’s Kennel accommodates dogs 365 days per year, including holidays, weekends, early mornings and late evenings. Katie’s Kennel respects their employees time and charges an additional fee for any WALKS scheduled outside the times of 9am-5pm and weekends. Katie’s Kennel also charges an additional fee for any WALK, SIT, STAY or PLAY service the day before- day of- and day after any major holiday (New Year’s Eve, New Year’s Day, Martin Luther King Day, President’s Day, Easter, Memorial Day Weekend, Independence Day, Labor Day, Thanksgiving, Christmas Eve and Christmas Day).

We are not active over email on Holidays or Weekends. If you send in a request on a Holiday or Weekend we will respond once we are back in office.

Scheduling Daily Services: We prefer clients have consistent schedules throughout the week, however we know that's not the case for most. For clients who are looking for a consistent schedule week to week please email us at letswalk@katieskckennel.com or to schedule a dog walk we ask you to book online HERE.

Please note that Monday-Friday mid-day walks are in high demand and spaces are limited. We cannot hold spots without payment. Payment is due 24 hours prior to your service being performed.

We do our best to assign consistent walkers based on your scheduling needs. However it is not 100% guaranteed you will have the same walker each visit. We do our best to communicate any schedule changes, however are not required to do so. KK reserves the right to reassign you walker at any time.

Service Duration: Your service duration varies 5 minutes longer or shorter from the scheduled amount of time. The visit length starts then when our pet professional starts gaining entry and ends when our pet professional finishes securing your home. All entry/exit time is a part of your scheduled visit length. If your walk is shortened or not completed due to issues with entry, Katie’s Kennel will charge a session in full for our team members time spent attempting to enter your home or apartment. We do not take responsibility for faulty lock boxes, garage codes or apartment leasing offices causing us a delay or cancellation due to entry.

Service Window: Your service window will vary within a scheduled 2 hour time window that you choose. We require a 2 hour window for scheduling walks (ex- 1-3pm) for us to schedule accordingly. More specific arrival times will be honored when possible but are never guaranteed. Your walker can run late due to traffic, previous appointments and elements out of their control. We are not required to notify you if under 20 minutes late.

Security and Entry: Katie’s Kennel is not liable for lost or stolen keys, fobs, lock boxes or any type of garage opener. We require all keys to be left on the clients property. It is your responsibility to purchase your own lock box or find another way of entry. Katie’s Kennel uses a secure scheduling system that will input your address and codes for entry. It is the clients responsibility to notify us with any code changes.

Pet and Human Safety: We do request your pet has a microchip for their safety but this is not required. If any of our pet professionals feel unsafe at any WALK, PLAY or SIT they have the right to refuse service. If we feel your walking equipment is not safe to walk your dog we will refuse service and opt to play in a fenced in yard.

Walk Unlimited Club Policies:

KK Walk Club: This membership is designed for the dog who needs everyday care. This membership provides you with one walk per/day to use between 9am-4pm, Monday-Friday.

Walk canceling and rescheduling: This membership is an ongoing draft that will be taken out of your designated account each month. This membership requires a 30 day notice to make any changes. Cancellation notice can be submitted to letswalk@katieskckennel.com.

We require a 2 month minimum to join the walk club.

This membership includes one walk per day, walks cannot be rescheduled if not used. We do not offer walks on the following holidays and no payment adjustments will be made- New Year’s Eve, New Year’s Day, Martin Luther King Day, President’s Day, Easter, Memorial Day Weekend, Independence Day, Labor Day, Thanksgiving, Friday after Thanksgiving, Christmas Eve and Christmas Day. Canceled walks due to weather cannot be rebooked.