703.721.8913 

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©2019 by Off Collar,LLC

5500 Dorset Drive Alexandria, VA 22311

Policies and Procedures

 Policies and Procedures PDF

You can easily download Off Collar's Policies and Procedures by clicking the PDF icon above. From time to time Off Collar does update this document and the updated version will always be here.

You can also read our Policy and Procedures below.

INITIAL CONSULTATION

We require an initial consultation prior to the first service visit for all new clients. This gives everyone an opportunity to get to know each other and ensure that your pet sitter is a good fit for you and your pets. This consultation is $15.

CANCELLATIONS

Except during holiday periods, cancellations may be made up to 24 hours in advance for dog walks and 72 hours for any other scheduled services. After that period, you will be charged the full price for the visit. Except in cases of extreme emergency, that is agreed upon by both the client and OFF COLLAR, no refund will be given for missed services if the client has canceled more than 3 times in a month.

During Holiday periods, 100% payment is due to secure your reservation. Cancellation 14 or more days in advance will receive a 50% deposit back; cancellation 7-13 days in advance will receive a 25% deposit back; cancellations occurring 6 or fewer days prior to reserved dates will receive 0% deposit back. 

PET PROOFING AND UNSECURED AREAS

Cats and dogs left out in the yard or with access to a doggy door are considered free-roaming. In the event of illness, injury, loss or death. Off Collar Pet Care will not be held liable for these free-roaming pets. It is strongly advised that all pets wear an ID tag with a contact number and that they remain inside your home or confined for their own safety and welfare in your absence. If your pet has a security microchip, please inform your sitter during your registration meeting.

It is the pet owner's sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors, and other devices meant to keep the pet inside or away from any "forbidden" areas. The pet sitter does not assume and has no liability for any injuries the pet may sustain while in its own home. If pet owners have doggy doors it is strongly advised that they remain locked and blocked during the duration of the stay, as pets can find ways through them and can be blocked from coming back in.   

RESERVATIONS

Your reservation is only confirmed when you have received a final invoice/confirmation via e-mail. You may use our online scheduling system to do so. Messages left are not considered confirmations.

HOLIDAY PERIOD

100% payment is due to secure your reservation. Cancellation 14 or more days in advance will receive a 50% deposit back; cancellation 7-13 days in advance will receive a 25% deposit back, and cancellations occurring 6 or fewer days before reserved dates will receive 0% deposit back.

HOLIDAY FEES

We believe strongly that no pet should feel left behind. More importantly, no pet-owner should have to struggle to find responsible, professional care for their pets, especially during the stressful holiday season. OFF COLLAR observes all Federal Holidays. Rates for holiday visits incur a surcharge of $15 for each visit performed on the actual holiday. We require a nonrefundable deposit two weeks prior to the onset of any holiday service. This includes any service scheduled over the week preceding or following the holiday. Regularly scheduled daily walks will not occur on the above days – however, we are happy to add them to your schedule and will assess the holiday fee.

CONFIDENTIALITY

We recognize that your privacy is important to you and your family. We will not, at any time, either directly or indirectly, use any information for our own benefit, disclose, or communicate, in any manner, any information to any third party. I will also not divulge the dates or nature of your travel or relationship with OFF COLLAR without your written permission.

While photos of your pets are used on social media, OFF COLLAR website and marketing materials, other than the name of the pet none of your information will be disclosed unless asked prior. 

FRIENDS AND FAMILY ACCESS

We understand that your friends and families may want to check in on your pets while you are gone but we must know the names of those friends and family and the dates and times that they are expected. If we arrive at your home and there is an unexpected person in your home, we will leave the premises and report our findings to the local authorities.

Additionally, OFF COLLAR is not responsible for any damages incurred to or in your home or to your pet during any time period that anyone other than OFF COLLAR has access to your home.

SAFE ACCESS

It is the pet owner’s responsibility to provide safe access to their home – shoveling their sidewalks, steps, and porch. If the client is out of town during the time of a snowstorm, the sitter will access the home and contract services to clear walkways if necessary. The fee for this service will be added to the client’s final invoice.

LAST MINUTE SERVICE

Sometimes emergencies happen – our goal is to help you when you need it most, even at the last minute. However, do not assume that we have received your last-minute request until you have received an invoice/confirmation via email. Emergency service is only provided to clients who have a key on file.

DELIVERY FEES

There will be a $23 per hour delivery fee, plus the cost of the required item(s) if OFF COLLAR needs to pick-up supplies for your pet. Please remember to leave adequate (or more) food, litter, leashes, etc. for your pet’s needs.

KEYS

OFF COLLAR will retain 1 copy of your key/s at the time of your registration meeting. We will return your keys to you in person within 20 days of receiving written notice of your desire to have them returned. There is a $12.00 key drop-off fee, and you or your designee must be there to receive the keys and sign for them. We do not leave keys in hidden locations on your property

and will not mail them to you at your home address unless sent certified with your signature required. (Certified mail fees are $8.00). Your keys will be kept locked in a safe place with only double-blind coding to identify them.