service policy agreement
URGENT ANIMAL CARE
In case of an illness or injury that Funk + Waggers believes may threaten the life or quality of life of the client's pet(s), Funk + Waggers will make every reasonable attempt to secure prompt treatment for clients pet(s). Client authorizes Funk + Waggers to authorize emergency first aid and/or medical surgical treatment to clients pet(s) at a veterinary clinic of Funk + Waggers choice during the service period, and client agrees to be solely responsible for all expenses incurred resulting from such effort, even if unsuccessful, up to limits designated in writing, or if not available, at Funk + Waggers discretion. Due to the nature and urgency of some pet(s) health emergency, where time is of the essence, there may not be time to consult with Client and/or Client specified emergency contact(s) when Funk + Waggers considers it safe and/or appropriate to do so.
Cancellations and Early Returns
All Dog Walking, Puppy Care Services & Hourly Pet Sitting
_24-hour notice is required for cancellations to avoid being charged the full service
_48-hour notice is required for holiday cancellations to avoid being charged the full service
Pet Visits & Home Gate-keeping Visits
_48-hour notice is required for cancellations (both regular days and holiday bookings) to avoid being charged the full service
Almost Overnight & Overnight Sitting
_If less than 7 days notice the client is required to pay 25% of the total fee initial scheduled
_Should the client return early from their trip, the full cost of services scheduled will be charged
VISIT REQUEST POLICY
We are at your service 365 days per year for your pet care needs. Our email/phones are open Monday-Friday 10 AM - 5:30 PM. We recommend booking with us for any holidays as soon as possible—as we book up quickly. Please view our current holiday schedule on our website. To compensate walkers and sitters, additional fees apply to holiday bookings. Same day / last minute requests will incur a $10 fee.
MANAGE YOUR OWN SCHEDULE
In order to keep our overhead costs low and our pricing competitive, clients manage their own scheduling requests and cancellation needs through the client portal. We are of course available to help out on the occasion you may need assistance with a scheduling request.
Scheduling _All your pet's scheduling and cancellation needs should be entered through your online account. The more notice you provide us the better, so we can ensure we have availability.
Last Minute Requests _We're here to help! And happy to accommodate when we can, however, we cannot always guarantee availability for last minute requests. An automatic surcharge of $10 applies to all requests made with less than 24-hour notice.
Confirmations _You will receive an email confirmation once your schedule requests are assigned with a sitter and approved by the manager. This confirms you are all set on our schedule.
Accuracy_Client’s are responsible to review our confirmation email to ensure the dates scheduled are accurate.
We require two (2) working sets of keys to your home. One set of keys is provided to the walker/sitter. The second set of keys is kept on file as a backup for emergencies or provided to your backup walker/sitter when necessary.
Clients agree to provide us with two (2) sets of working keys (please try them) at initial key pickup in order to avoid a charge for an extra visit. If only one set is ready, we will cut another for you for a $25 fee.
If you live in a condo and have a concierge, your regular walker/sitter would be grateful if you provided us with one (1) set and one (1) set to be left at the front desk with the concierge.
In the even Funk + Waggers is required to pick-up/drop-off keys at the client residence, the client will be billed a $25 fee.
If you prefer, you may place a backup key in a lock box outside of your home with two sets of keys inside for daily use, however, one set must be provided to the office to be kept on file.
BILLING + PAYMENT POLICY
We accept MasterCard and Visa or if preferred you can pay by e-transfer. Funk + Waggers invoices once services have been approved and on the schedule. Payment of the invoice in full, is due prior to the FIRST day of services.
If the invoice remains outstanding prior to the first day of services, the credit card on file will be charged on the first day of pet care. A Late Payment Fee of $10 will be applied to any invoice not paid prior to the first day of service. After 5-days, if the invoice remains outstanding, remaining services will not be considered bound and will not be provided.
Please do not leave payment for services for your sitter. Gratuities may be left on the counter for your sitter or walker or added to an invoice. They are appreciated, but not expected.
ACCESS TO PROPERTY
By signing this agreement, you explicitly authorize Funk & Wagger’s employees to enter your property for the purpose of providing the services described in our agreement.
Access to Your Home by Others
If you as the Client allow any other person(s) access to your home during the Funk & Waggers visit, we cannot be held liable for any damages to your property or pet(s) as a result. Please notify Funk & Waggers if someone will be in your home. Please also notify the person(s) in your home that Funk & Waggers will be entering your home so that your visitor is not surprised or otherwise upset by our entrance.
If when entering the home the Funk + Waggers caregiver encounters people not previously identified, dangerous or compromising situations, for the safety of our staff we will leave the premises. Service(s) will not be rendered, the Client will be advised and will be subject to the full service fee.
Dogs will be walked in most weather conditions, however for the safety of your pet(s) and their walker, they will not be walked during severe storms or heat waves. During these times your pet will be taken out to do their business, then back inside to spend quality time and lots of TLC with their pet care specialist. We will email a report when these conditions arise and explain how services were carried out for that day.
If driving conditions are not safe enough to have your pet with us in the car, then for those pets that are driven to participate in a group walk, they will be walked alone that day at no additional charge to the Client. This will inevitably cause the schedule to stretch out, and some dogs will be picked up later than usual. We thank you and appreciate for your understanding.
In the event of a severe weather event, Funk & Wagger’s will initiate the following contingency plan:
Every effort will be made to reach your home safely;
The service schedule may be changed, interrupted, altered or cancelled at our discretion;
You will be notified when the aforementioned contingency plan has been activated;
If it is not possible to safely drive to your home, and we are unable to contact you, your emergency contact will be notified as soon as reasonably possible.
Funk & Waggers staff are NOT allowed to provide Clients their personal cell phone numbers or email addresses. All communication must go through the Funk & Waggers portal and/or office as mandated by our insurance policy. Any violations of this policy will result in the immediate termination of our insurance coverage for services with the Client.
PROMOTION & SOCIAL MEDIA POSTINGS
Funk & Waggers loves to showcase our Client's pets on the company website, marketing, and social media (Facebook, Instagram, Google+, Pinterest, LinkedIn YouTube, Twitter etc). No information regarding a Client’s identity, address, current location or any other personal information shall ever be disclosed in any of the above mentioned mediums, and/or other social media, web-based or print medium. Photographs taken by Funk & Waggers will never be sold. Any copy or dialogue associated with these images may disclose your pet’s name, age, and breed while also describing certain personality traits, tricks, favourite toys and affectionate gestures (belly rubs, ear scratches, etc.).
HOURS & HOLIDAY POLICY
We are at your service 365 days per year for your pet care needs. Our email/phones are open Monday -Friday 10 AM - 5:30 PM. We recommend booking with us for any holidays as soon as possible—we book up quickly. To compensate walkers and sitters, additional fees will apply.
Funk & Waggers will do their best to keep your dog as clean as possible during and after walks, but our goal is to have a safe, fun and engaging time with your pooch rain or shine. This potentially translates to a messy pooch. We travel with towels that will be used for wet or muddy weather conditions, but extra towels left near your entranceway are requested. Funk & Waggers will not be responsible for bathing or brushing the dog after walks.
The Client is to provide all the food, medications, and equipment necessary for the job, including but not limited to tags, collars, leashes, harnesses, towels and all other pet(s) items relating to service(s). All costs associated with these services will be paid by the Client and will be due as stated in the above Billing + Payment Policy.
The Client(s) further agrees that Funk & Waggers (including, its agents, directors, owners and employees) will not be liable, and that Client(s) shall indemnify and hold them harmless for, any loss or damage of any sort to persons or property that occurs prior to and post Funk & Waggers service(s) assignment(s), including but not limited to loss or death of pet; damages or injuries caused by the pet(s); damages to Client's home, leasehold, or its contents; or municipal or other government fines incurred relating to the pet(s). Client(s) further acknowledges that in the event of a force majeure, including but not limited to, power outages, hurricanes, severe storms, terrorist acts, or war that prevents Funk & Waggers from performing its services, Funk & Waggers shall not be liable for any damages that may result from failing to perform.
This agreement represents the only agreement between the Client, and Funk & Waggers and the Client acknowledges that it has received no oral representations that are not reflected in this Agreement. Funk & Waggers have the right to update this agreement, the Service Options & Fees included, at will and without notice.
Surcharges Will Apply To: Holidays_Evenings After 6 PM_ Last Minute Requests_ Solo Walks_Additional Pet_Hourly Pet Sitting Early morning and After hours_Xpresspost Key Return_Pre-departure Meeting_Key Cutting_Emergency Vet Visit Stand-by.
NO Surcharges For: Initial Meet & Greet_Feeding Pet(s)_Giving Medication_Watering Plants_Turning Lights On/Off_Opening/Closing Blinds and Curtains_Checking Mail_Changing Litter_Pet Treats_Poo Bags