Policies

PEAK HOLIDAY CANCELLATIONS: During Critter Sitter of Lexington Inc.  peak times, Client agrees to pay 100% of the original reservation on cancellations with less than a 10-day notice. 

• Cancellations made with less than a 5-day notice by a Daily Client, Client agrees to pay for the original scheduled visit. 
• Cancellations made with less than a 10-day notice, Client agrees to pay 50% of the original scheduled visits. Cancellations made with less than a 7-Day notice, Client agrees to pay 100% of the original scheduled visits. 

OVERNIGHT CANCELLATIONS: Due to planning and scheduling, any overnight visits cancelled with less than a 10-day notice Client agrees to pay 100% of the original reservation total. 

DAILY CLIENT CANCELLATIONS: See Client Service Agreement

TRAVELING CLIENT CANCELLATIONS: See Client Service Agreement 

ADDITIONAL TIME OR VISITS: See Client Service Agreement

Frequency of Visits for Clients who are out of town: 

• Company requires a minimum of 1 visit per calendar day for small pets, including cats. The only pets this would exclude is fish, some reptiles, and house sitting visits.
• Dogs who are alone for 24 hours at a time require a minimum of 2 visits per calendar day, around 12 hours apart.
• Dogs who are alone for 24 hours at a time and are crated between visits require a minimum of 3 visits per day.

Daily Clients: 

Any services requested by Friday of the week prior to the upcoming week's services is guaranteed. Any service request beyond Friday is not guaranteed, but will be booked if there is availability and charged at a premium rate. 

Vacationer Clients: 

As a reservation-based company, the sooner you book, the better we can accommodate your needs. While we strive to fulfill every request, we do not overbook to ensure the best care for our existing clients.

To ensure we can provide the highest quality care for your pets, any new reservations requested with less than 7 days’ notice are subject to a premium rate. This allows us to adjust staffing and scheduling to accommodate last-minute changes without compromising service quality.

Key Points:

• Standard rates apply to reservations booked 7 days or more in advance.
• Reservations made within 7 days of the start date will incur a premium fee.

• • The premium rate helps cover additional scheduling and staffing adjustments required to accommodate last-minute bookings.

Post Departure Extended Reservation Rates:

To ensure we can continue providing reliable, high-quality care, any extensions added to an existing reservation beyond the original booking will now be charged at a premium rate.

This adjustment allows us to maintain proper staffing and continue delivering the attentive service your pets deserve.

Peak Holidays: 

We usually have a waitlist for major holidays.

For the safety of Clients pets and Pet Sitters, if the temperature drops below 20 degrees, or if there are hazardous weather conditions (icy or slick side walks, severe thunderstorms, lightning, hail storms, etc.), walking/outside time will be limited to potty breaks and remaining time will be spent indoors. When temperatures are above 90 degrees, walking time is limited and/or backyards are utilized for the safety of pets and employees.

We kindly ask Clients to confirm their return home. Critter Sitters of Lexington, Inc. does not assume additional visits unless we are notified to continue services due to a late arrival home, and the services requested are confirmed by us. 

We do not keep keys on file and we do not remove keys from Client property. Any home that requires entry with a key will require the Client to Secure the key onsite. 

• Client Owned Lockbox: Client will provide Company with the code and location of lockbox and will place the key inside the box for Critter Sitters usage. If Company or Pet Sitter arrives to a lockbox without a key or unable to operate the lockbox, the Client will pay 100% of the visit fee.
• Use of Door or Garage Code(s): Client must provide and keep current the door code or garage code in Client Time To Pet account. If the door(s) or codes malfunction, it will be the responsibility of the Client to pay for scheduled visit and arrange for a new form of entry. If an additional visit is required for entry, the Client agrees to pay for the additional visit.  
• Hidden Key Onsite: If Client chooses to hide a key onsite, Company is indemnified from any and all damages or losses. Company or Pet Sitters cannot be held liable for any loss or damage, and Company does not recommend storing unsecured keys on Client property. In addition, if Client leaves property unsecured, Company cannot be held liable for any damages or losses. 
• Lock Key Inside House: When key is locked inside the home, Company and Pet Sitters will not be able to re-enter in the instance of a delay or late arrival home. If a late arrival does occur and Company is required to re-enter the property, Client will be responsible for the locksmith fee.
• Gated Neighborhoods: We must have a code to enter a gated community. We cannot call clients for entry due to lag time and potential of not reaching the client to enter the premises.