Policies

Jade Hill Pet Sits LLC

These policies are in place to ensure safe, reliable, and consistent care for every pet and home we serve.

Meet & Greets

A complimentary Meet & Greet is required for all new clients before the first service.

During the visit, we'll:

• Meet you and your pet(s)

• Review routines, medications, and care instructions

• Discuss home access and emergency contacts

• Answer any questions

This helps ensure your pet receives the safest, most personalized care possible.

Booking Confirmation

Your reservation is confirmed once all required forms are completed and any applicable deposit has been received.

Client Illness & Emergencies

If you experience illness, hospitalization, travel delays, or a family emergency, please contact us as soon as possible.

We will make every reasonable effort to:

• Continue scheduled care when available

• Extend or adjust services if possible

• Prioritize pets with time-sensitive needs

Extended care or schedule changes may be billed at the standard service rate. Availability is not guaranteed for last-minute changes.

We recommend having a local emergency contact available to assist if needed.

Home Access Policy

To provide reliable care for your pets, we must have secure access to your home during each scheduled visit.

Clients are responsible for providing a working method of entry before services begin, such as a house key, lockbox code, garage code, or smart lock access. Please ensure all keys, codes, and access instructions are accurate and tested prior to the first scheduled service.

If locks, alarm systems, garage codes, or entry instructions change, it is the client's responsibility to notify Jade Hill Pet Sits LLC before the next scheduled visit.

If we are unable to access your home due to missing or incorrect access information, an unexpected lockout, or a malfunctioning lock or smart device, the scheduled visit will still be charged. If additional travel or time is required to regain access, additional fees may apply.

For your security, all keys, codes, and access information are kept confidential and used solely for the purpose of providing scheduled pet care services.

If you prefer, a lockbox is highly recommended, as it provides a reliable backup method of entry and helps prevent missed visits due to lost or forgotten keys. One can be provided for a fee of $25.00.

Locksmith and Lockout Policy

The client is responsible for providing Jade Hill Pet Sits LLC with a reliable, working method of entry before services begin.

If we are unable to access your home due to a malfunctioning lock, dead smart lock battery, incorrect code, lost key provided by the client, or any other issue beyond our control, we will make reasonable efforts to contact you and your emergency contact for assistance.

If access cannot be restored in a timely manner and immediate entry is necessary to ensure the health, safety, or well-being of your pet(s), Jade Hill Pet Sits LLC is authorized to contact a licensed locksmith to gain entry.

The client agrees to be fully responsible for all locksmith fees, service charges, replacement keys, and any related expenses incurred as a result of obtaining access to the home. Jade Hill Pet Sits LLC is not responsible for costs associated with faulty locks, security systems, or access devices.

Every effort will be made to use the least invasive and most cost-effective method of entry while protecting the safety of your pet(s) and your property.

By booking services, the client authorizes Jade Hill Pet Sits LLC to arrange locksmith services when reasonably necessary to access the home and provide scheduled care for their pet(s). 

If access cannot be obtained and a locksmith is not authorized or available, the scheduled visit will be considered completed and charged in full. Jade Hill Pet Sits LLC is not responsible for any consequences resulting from the inability to access the home due to client-provided access issues. 

Home Visitors & Job Sharing Policy

To ensure the safety of your pets, your home, and everyone involved, Jade Hill Pet Sits LLC does not permit job sharing or unannounced visitors during scheduled services.

For the duration of our scheduled care:

• Jade Hill Pet Sits LLC must be the sole provider of pet care unless otherwise discussed and approved in advance.

• Please notify us if anyone else will be entering your home during the service period, including family members, friends, neighbors, housekeepers, dog walkers, contractors, maintenance personnel, or repair technicians.

• We ask that non-emergency service appointments (such as cleaning, repairs, deliveries requiring entry, or maintenance) be scheduled outside of our pet care visits whenever possible.

• If another individual enters the home without prior notice, Jade Hill Pet Sits LLC reserves the right to modify, delay, or discontinue services if safety or liability concerns arise.

This policy helps prevent missed visits, escaped pets, misplaced belongings, and confusion regarding your pet's care or the condition of your home.

Pet Health & Behavior Requirements

At Jade Hill Pet Sits LLC, the safety and well-being of your pets, our team, and the community are our top priorities. To help ensure safe, high-quality care, we ask that all pets meet the following requirements:

• Pets must be in generally good health and free from contagious or transmissible illnesses at the time of service.

• While proof of vaccinations is not required for vacation pet sitting visits, we strongly encourage clients to keep their pets current on vaccinations as recommended by their veterinarian. Additional vaccination requirements will apply for in-our-home boarding and Daycare services.

• Pets should be appropriately socialized and safely manageable to ensure the safety of themselves, our caregivers, and any other animals they may encounter.

• Clients must disclose any history of aggression, fear-based behaviors, bite incidents, escape attempts, or other behavioral concerns before services begin.

• Clients are responsible for any medical expenses, damages, or other costs resulting from injuries or illnesses sustained by a Jade Hill Pet Sits LLC caregiver due to an undisclosed aggressive, dangerous, or contagious pet.

• Identification tags ar required for any pet's leaving the home (walks, vet visits, etc.) and for ALL Boarding and Daycare Clients. Another form of permanent identification (such as a microchip) is strongly recommended, particularly for dogs that have access to a fenced yard or dog door. 

• Jade Hill Pet Sits LLC is not responsible for pets that escape after being left outdoors unattended by the client or due to unsecured fencing, gates, doors, or other conditions outside our control.

• If a pet escapes while under our care, we will make every reasonable effort to locate them, including promptly notifying the owner, contacting local animal shelters and animal control when appropriate, and assisting in recovery efforts.

We reserve the right to refuse or discontinue services if a pet presents a safety risk or if undisclosed health or behavioral concerns make it unsafe to provide care.

Severe Weather & Emergencies

Jade Hill Pet Sits LLC is committed to providing dependable care whenever it is safe to do so. However, severe weather, road closures, natural disasters, power outages, travel delays, or other unforeseen events may occasionally impact visit times.

If this happens, we will:

• Contact you as soon as possible.

• Provide care as soon as it is safe to travel.

• Prioritize pets with urgent medical or medication needs.

We recommend designating a local emergency contact who can assist if we are unable to reach your home due to circumstances beyond our control.

Weather Safety Promise

Your pet's safety always comes first. If temperatures are too hot or too cold, or conditions such as ice, lightning, wildfire smoke, or poor air quality make walking unsafe, we'll provide a quick potty break followed by indoor playtime, enrichment, cuddles, or other activities for the remainder of the visit. Your pet will still receive the full length of their scheduled visit—just with a safer activity plan.

Pet Supplies & Emergency Veterinary Care

If your pet runs out of essential supplies, we may purchase necessary items to ensure their continued care. Clients are responsible for reimbursing the cost of all purchases, and receipts will be provided.

If your pet becomes ill or injured, we will attempt to contact you and your emergency contact before seeking veterinary care whenever possible. In the event of an emergency, you authorize Jade Hill Pet Sits LLC to obtain prompt veterinary treatment if you cannot be reached.

Clients are encouraged to leave an adequate supply of food, medications, and other pet essentials for the entire service period, plus a small emergency reserve whenever possible. 

Clients are responsible for all veterinary expenses and any additional service time required for transportation or emergency care.

Return Home Notification

If you're traveling, please send us a text or email once you've arrived home safely.

Until we receive confirmation, we'll assume your pet still requires scheduled care and will continue services as booked. Any visits provided before we receive notification will be billed accordingly.

Illness & Family Emergencies (JHPS)

Although we strive to provide every scheduled service, unexpected illness, injury, or family emergencies can occasionally occur.

If this happens, we will:

• Contact you as soon as possible.

• Make every reasonable effort to continue or reschedule services when appropriate.

• Prioritize pets with medication and other urgent care needs.

We recommend providing a local emergency contact who can assist your pet if an unforeseen emergency prevents us from reaching your home.

Photos, Updates & Media Policy

Jade Hill Pet Sits LLC provides photo updates and may use images from visits to help keep clients informed and to share our work.

Client Updates

• Boarding & Daycare clients will receive photos and updates via text or email during the stay when time allows.

• Dog walking, drop-in visits, and cat sitting clients will receive at least one photo and update via text or email after the visit is completed.

• Updates are provided as part of care and may vary based on visit length, schedule, and pet needs.

Social Media & Marketing Use

Photos and videos taken during services may be used for:

• Social media

• Website content

• Marketing materials and advertising

We are always respectful of each pet’s comfort and well-being when taking images.

If you prefer that your pet’s photos are not used for marketing purposes, please notify us in writing prior to service, and we will fully honor that request.

Pet Safety Disclaimer

We are not responsible for incidents resulting from:

• Unsecured doors, fencing, or outdoor access

• Undisclosed behavioral issues

• Pre-existing health conditions

• Environmental hazards outside our control

We will always act in the best interest of your pet’s safety.

Final Note

These policies are designed to protect your pets, your home, and ensure consistent, high-quality care.

If you ever have questions, we’re happy to help clarify anything before booking. Please click the envelope below to email us!