Customer Service Guidelines & Policies


HappyTails Pet Sitting is available 24 hours per day, 7 days per week, 365 days per year. Whatever your traveling needs, we are here to serve you.


Scheduling is on a first come first service basis and we will do our best to accommodate your needs. We will visit at the requested times as closely as possible. However, if an unforeseen situation arises, the time may be adjusted.

CONFIRMATION E-MAIL (Prior to out-of-town Departure)

HappyTails Pet Sitting will send a confirmation e-mail (and invoice via Quick Books Online) no less than two days before each departure in order to verify that all information is still correct. Since phone mail messages or e-mails are not 100% reliable, please make sure the e-mail is acknowledged by HappyTails (please do not depart town with out this). This is to ensure your pet’s needs are carried out as intended.


A last minute surcharge of $10 will apply for all same-day service requests.


HappyTails Pet Sitting carefully schedules our time to service you and our other clients. Therefore, credits for early returns or last minute changes to pet care will be offered with a 24 hour notice. If, however, you do not notify HappyTails Pet Sitting of an early return and your Pet Sitter makes a trip and finds you home, the regular per visit charge applies.


We understand your plans may change and we, generally, do not charge for cancellations with adequate notice. However, if you cancel 24 hours or less prior to the date of the first visit there will be a $20 cancellation fee. Cancellations MUST be handled by the client and the office. The client must contact the office staff via email or phone.


Please understand that pet sitting services and kennels receive more requests for reservations than they can handle during these holiday time periods and we may have turned away other clients because we have reserved time for you during a busy season. If you cancel three days or less before any holiday, you will be charged for half of the visits.


HappyTails Pet Sitting will use our best judgment in caring for your pets and home at the time of inclement weather (primarily severe storms, snow/ice conditions etc.). We will try to carry out your instructions to the best of our ability. The care we provide to your pet and it’s safety is our first concern. The inclement weather plan will be as follows:

1) Every effort will be made to drive to your home

2) The service schedule may be changed, interrupted, or altered due to circumstances

3) If it is not possible to drive safely to your home, your emergency contact will be notified

4) You will be notified that the above-mentioned contingency plan has been activated.


HappyTails Pet Sitting requests the name and phone number of a person living nearby who has access to your home. This should be a person close enough to walk to your home if roads are impassable. If we are physically unable to drive to your home this information is needed so that we can contact this person to request their assistance to check on your pet(s). Please remember that garage door openers are not operational in the event of power outages. In the event that the customer does not provide a nearby emergency contact with access to your home for HappyTails Pet Sitting, HappyTails Pet Sitting will provide service, but not until conditions allow us to reach your home safely.


HappyTails Pet Sitting 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 HappyTails Pet Sitting service any pet that has any form of contagious illness. This is for the safety of other customers. HappyTails Pet Sitting requires that all pets have the necessary vaccinations and immunizations before service begins. If a HappyTails Pet Sitting pet care provider is bitten or exposed to any disease or ailment received from the client’s pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may incur.


If customer allows any other person access to their home during HappyTails Pet Sitting’s contract period, HappyTails Pet Sitting cannot be held liable for any damages to property or pets as a result. Please notify HappyTails Pet Sitting if someone will be in your home. Please also notify the person in your home that HappyTails Pet Sitting is coming so that your visitor is not surprised by our entrance.


Fenced in yards are wonderful play spaces for pets, however, no fence system is totally secure for your pet’s safety. HappyTails Pet Sitting does not accept responsibility or liability for any customer’s pets that escape, are injured or become lost, fatal or otherwise, when pets are left out or given access to a fenced in area. This includes electronic, wood, metal or any other fence type.


HappyTails Pet Sitting will properly dispose of pet waste in your outside waste receptacle, and will do our best to clean up any accidents your pet may have. HappyTails Pet Sitting is not responsible for carpet/flooring stains created by your pet(s). We do request that your provide plastic bags, towels, cleaning products, paper towels, trash bags, etc. and indicate where you would like the waste disposed.


All food and supplies (such as cat litter, trash bags, etc.) will be provided by Client. HappyTails Pet Sitting reserves the right to purchase additional food and/or supplies at its discretion if necessary. Client agrees to reimburse HappyTails Pet Sitting for all expenses and costs with respect to obtaining such additional food and/or supplies. There is a $10.00 fee if HappyTails Pet Sitting has to restock depleted items.


All dogs will be required to be on leash during outdoor walks.


To ensure the health and comfort of your pet, please leave your thermostat setting within a normal comfortable range (68-77F). If we enter a home and the thermostat is set below 60 degrees, we will raise the temperature in your home and notify you.


Animal behavior can be unpredictable. HappyTails Pet Sitting does not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury to the client’s animals. Further, if a HappyTails Pet Sitting pet care provider or any third party is harmed or injured by the client’s animal, the client/owner accepts full responsibility for the cost of any necessary medical attention required by either the HappyTails Pet Sitting pet care provider, the third party or by the animal.


Please provide us with any changes regarding your pets’ care and/or other pertinent information.


Vacation care clients will receive an invoice via QuickBooks Online prior to departure. Weekly recurring clients will receive either a weekly or bi-weekly invoice. We accept cash and checks. Full payment is required in advance. Your Pet Sitter can also pick up payment at the first visit


Please consider letting HappyTails Pet Sitting to retain your house key. Keys are kept in a secured lock system and are coded for customer confidentially. If you choose not to have HappyTails Pet Sitting retain a key, picking up and returning a key requires two (2) extra trips and there will be a $8 charge per trip for time and mileage. A second option for key return is via U.S. Mail. To cover costs, the charge for this option is $5. The last, and least preferred option due to safety concerns, is to leave your key in a predetermined place agreed upon prior to the start of sitting. Please check the key you provide HappyTails Pet Sitting to ensure it will open your door! 


HappyTails Pet Sitting has the right to refuse animals who appear to be aggressive, ill, etc. or could cause harm to HappyTails Pet Sitting or others. We do not have to provide reasoning for refusing to work with you or your pet. 


If you abandon your pet in our care, we have the right to report your actions to the appropriate authority, give your pet up for adoption, etc. All expenses incurred during this time period the client will be held 100% liable for reimbursing HappyTails Pet Sitting. 


HappyTails Pet Sitting has an extensive interview and background check process. All of our sitters must LOVE animals and have experience in owning them, pet sitting for others, volunteer work with animal rescue groups or have a vocation in pet care such as a vet technician. After a face to face interview, we obtain feedback from their references and/or previous employers as well as obtain a background check to ensure no criminal activity is in their past. Our sitters are professional, trustworthy, reliable and again, LOVE pets! 


Each client is assigned a primary pet sitter who will perform the initial free consultation. A back up sitter is also assigned in the event the primary sitter is unavailable. The client can choose to meet the back up or rely on HappyTails Pet Sitting to ensure an appropriate back up sitter is assigned.