Important things to know

• For added safety LUV MY SITTER has implemented additional Covid 19 safety procedures to our already stringent safety protocols.
• If you have not received a confirmation. You do NOT have a reservation!
• Payment is due at, or before, the time of departure. If no payment is received by the end of start date, the system will automatically cancel the reservation.
• Don’t forget to text Tracy  when you depart (214-755-9109). This will let us know your pets are alone and helps us better serve you and your pet(s).
• If you have not received a message from your specialist within 4 hours of your departure call Tracy @ 214-755-9109.
• The office number is a landline and does not accept text messages.
• The best way to reach Tracy is directly by phone or text at 214-755-9109. (The portal is for messaging your specialist. Because she receives about 3000 portal messages a day, portal messages get lost in her email.)
• In the event of an emergency or if you need to speak directly to us, contact Tracy @ 214-755-9109
• Pet care specialists can not handle schedule or reservation change requests. All schedule and reservation change requests MUST be submitted to the office by  completing a change request online, or by contacting Tracy directly at 214-755-9109. Changes to the schedule or reservation made directly with a specialist, whether verbal or in writing, will not be guaranteed. Luv My Sitter will bear no liability resulting the failure to complete the request or consequences thereof.
• Your portal messages are delivered directly to you by your designated specialist.
• The Mobile Application provides a more real-time experience
• Our service goes beyond dog walking, pet sitting and Overnight Care

Policies & Procedures

RATES & FEES

To ensure you are accessing the most accurate information, all our rates and fees can be accessed through our website.

PAYMENT

Luv My Sitter accepts payments via cash, check, Zelle, Venmo, Visa or Mastercard. Cash or check payments are due at the time of departure and all other electronic payments are due prior to departure.  All credit card charges are processed through our secure merchant account and a credit card is kept on file. 

PAYMENT PROCESS

We will email your detailed service order for your review. You can then let us know if any changes need to be made to the order. Once the accuracy of your reservation has been confirmed you will be emailed an invoice.

• If you are paying via cash or check please leave your payment in a visible location (along with any additional notes you would like your specialist to be aware of) and your pet care specialist will collect it during their visit. Due to the mobile nature of our business, we do NOT accept mailed payments. A $35 reprocessing fee applies to all returned checks.
• Electronic and Credit Card payments must be initiated 3 days prior to your departure using the appropriate application (for Zelle or Venmo or by letting the office know you would like to pay using your card on file) so that any issues that may arise can be addressed prior to your departure.

LATE PAYMENT

Invoices remaining open after their scheduled departure date are considered late. A $25 late payment fee will be incurred, and the invoice will be charged to the credit card on file. If no credit card is on file, payment of the past due balance must be received within 7 days of the past due notice.

REFUNDS

We do not provide refunds but use the remaining amount as a credit balance on your account for future pet care needs. Credit balances expire after 6 months.

All special credits expire after 30 days unless otherwise specified in writing.

Early returns, service in progress, and reservations cancelled after their start date are non-refundable.

BUSINESS HOURS

Currently, Luv My Sitter does not operate official business hours, as we prefer to adhere to a code of courtesy instead. We do our very best to return messages as promptly as possible, usually within 2 hours, however, messages may be delayed during peak hours, on weekends and during holidays. Messages received after 9:00pm may be returned the next day.

While we monitor the office line 512-215-9619 for messages, be advised, this line is a landline and does not accept text messages.

If your message has not been returned by the end of day, you have questions, concerns or in the event of an emergency; please contact Tracy directly via text or call, at 214-755-9109.

*Please understand, your questions and concerns are very important to us, however, some of our pet care specialists continue to work in veterinary hospitals, emergency clinics, science labs or have other daytime commitments so their response times may be delayed when while they are on duty. If you need immediate assistance, please contact Tracy directly at 214-755-9109

RESERVATIONS

Your reservation is only confirmed when you have received a confirmation via e-mail. Invoices will be emailed after services are verified accurate. To make a reservation please use our on-line scheduling system or call the office at 512-215-9619. Messages left are not considered confirmations.

CANCELLATION

We adhere to a strict policy of NO OVERBOOKING. Therefore, once you have contracted services, we will turn away business in order to accommodate your schedule. You will be charged for all visits and overnights without proper notice of cancellation.

• Mid-Day Break: 24 hours’ notice of cancellation
• Pet Sitting & Kitty and Small Animal Care: 48 hours’ notice of cancellation
• Pawjama Party: 7 days’ notice of cancellation (50% of total with less than 7 days’ notice & 100% of total with less than 48 hours’ notice

Please refer to the cancellation policy in your contract for a full explanation and for the holiday cancellation policy.

VISIT HOURS

Morning visits occur between the hours of 7:00 am and 9:00 am.

Mid-Day Walks occur between 11:00 am and 3:00 pm.

Evening visits are between 5 pm and 8 pm.

Late Night Tuck In visits are between 9 pm and 10 pm

For the safety of our clients, your pet care specialist will vary the time of their visits each day. Cats are visited a minimum of every 24 hours and dogs are visited a minimum of every 12 hours. If you would like to reserve a specific time, $5 will be added to the cost of your visit.

COMMUNICATION

In an effort to keep our team safe on the road and give your pet(s) the undivided attention of their pet care specialist, Luv My Sitter restricts the use of personal cell phones. The restriction includes text updates, calling to announce their arrival or for entry into a residence, discussing home or pet care, etc. The solicitation and/or exchange of personal information including, but not limited to, home or cell phone numbers, personal payment information, contact address, or the like, is strictly prohibited.

All communication with your specialist is through the Time to Pet portal or mobile application. Specialists generally send and receive message between 8am and 9pm. Messages received after 9pm may not be answered until the following morning.

When using the online portal, simply type your message into the conversation box, hit send and your message will be delivered directly to your specialist. If you are away from your portal, don’t worry, all messages sent by your specialist will be copied to your email.

For clients preferring a more text-like experience, the mobile app is the best option. By accessing the mobile application, you can send messages, update information, request reservations and more without having to login to the portal. A push notification will be sent to you phone when messages are sent.

We understand electronic communication isn’t everyone’s favorite, honestly, it isn’t our real preference either, but for now, it keeps our communication organized and accessible and allows us to have a visible reference for any changes that may occur on the fly. We are always seeking better ways to communicate. So, if you hear of something that may be useful to us, please let us know.

Important Note: We always want to be available for you, therefore, if you need to speak with someone directly, please call 512-215-9619.

We respectfully ask that you reserve calls before 7am and after 10pm to emergencies only.

You can also reach Tracy by phone or text at 214-755-9109. Or by email at Tracy@luvmysitter.com. Please do not message her in the portal as she will not receive it.

SOLICITATION

We are very proud of the individuals that make up the Luv My Sitter team and know you will be too. We go to great lengths to find pet care professionals who share the same commitment to quality and dedication to care that drove Tracy to found Luv My Sitter and that has made us an industry leader.

We understand the bond that forms when we find just the right pet care professional and how important they become to us and to our fur family. However, soliciting a Luv My Sitter team member exclusive of Luv My Sitter is strictly prohibited.

Additionally, except for Luv My Sitter sponsored events, we prohibit any Luv My Sitter team member from soliciting clients regardless of the solicitor’s association to pet care. If a team member solicits you, for business, services, or any other opportunity, please contact Tracy directly at 214-755-9109.

The solicitation and/or exchange of personal information including, but not limited to, home or cell phone numbers, personal payment information, contact address, or the like, is strictly prohibited.

FRIENDS AND FAMILY ACCESS

We understand that your friends and families may want to check in on your pets while you are away, however, we ask that you please discourage this activity and limit their access to the home and your pets. For the safety of your home, pet, and our team member, we do not allow anyone other than your designated pet care specialist to have access to your home while you are away. We do not allow admittance to your home to any unknown party without your prior written consent, this includes friends, family, spouses, relatives, housekeepers, service/utility workers, contractors, etc.

It is our policy not to provide “shared” pet care with outside services, friends, family etc. This has, of course, nothing to do with your friends, it has to do with our insurance policy. Should anything happen to your home, or worse, your pet(s) while they are in the care of your friends, or while they were in your home, Luv My Sitter could be held liable, even though we were not responsible. Therefore, we will not provide service for pets in tandem with another party. If we arrive at your home and there is an unexpected/unauthorized person in your home, we will leave the premises and report our finding to the local authorities. Additionally, Luv My Sitter is not responsible for any damages incurred to or in your home or to your pet during any time period where anyone other than Luv My Sitter has access to your home.

LAST MINUTE SERVICE

Sometimes emergencies happen – our goal is to help you when you need it most, even at the last minute.

As a safeguard, the online scheduler does not accept reservations with less than 48 hours’ notice.

To schedule a last-minute reservation, you MUST call the office (512-215-9619) or Tracy (214-755-9109).

Do not assume that we have received your last-minute request until you have received a confirmation via e-mail. A $10 fee will apply to reservations made with less than 24 hours’ notice.

REGISTRATION FEE

A one-time $20 fee will be charged to your credit card when booking your registration meeting. This fee is non-refundable. The fee will be charged 4 days prior to your scheduled registration meeting.

HOME ACCESS

Luv My Sitter highly suggests supplying 2 forms of entry to your home; one for your designated specialist and the other to remain in the safe for use in the event of an emergency.  Although one entry device MUST be a physical key, the other method of entry can be:

• A second key (which operates the same, or different, door)
• A front door code
• A garage code or fob

If a security gate will be present and active during your absence, a fob or entry code to the gate must be provided to your pet care specialist. All codes need to be entered into your client profile prior to your departure.

Upon request, garage door openers and gate fobs may be left in a visible location at departure and left behind by your specialist at the conclusion of the reservation. Due to the unpredictability of being able to reach clients in a timely manner, Luv My Sitter is unable to call in order to gain entry to a home or gate.

KEYS

Keys may be returned or retained for future use. Keys retained by Luv My Sitter will be coded and placed in our safe when not in use.

Clients preferring to retain their keys have the following options:

• Lockbox: If you do not currently have a lockbox but would like to use this option, you can purchase one from most hardware stores or, when available, from the Luv My Sitter office for the wholesale price of $20.
• Pick Up: You can also schedule our key pick-up and drop-off service, $25 each way,

For security reasons, Luv My Sitter does not accept hide-a-keys.

PARKING

All necessary parking permits, passes, stickers, fobs, etc. must be provided to your pet care specialist at, or prior to, your departure.

A dedicated, or guest parking space must be available to your pet care specialist while you are away. If a dedicated space is not provided, and no guest parking is available at the time of your visit, your pet care specialist will attempt to locate safe, legal street parking no further than 1(one) block from the residence. A $5.00 parking fee will be added to your account each time metered parking is required. If the time spent searching for parking and walking to the residence exceeds 15 minutes, you will be charged $15 so that your pet may receive their full visit.

If your specialist is unable to locate a safe, legal parking space within 15 minutes, the specialist will leave and return later. An additional visit fee will apply.

If the building, or complex, has posted time restrictions on visitor parking that is less than time contracted to complete your visit, alternate parking must be provided. Should street parking be the only alternate option, the fees and restrictions outlined above will apply. If your specialist is required to park in a paid parking lot or garage, the cost of parking will be added to your invoice.

After Dark: For the safety of our pet care specialists, your specialist must be able to safely park and access the residence. Overnight parking must be in close proximity to the residence. Your pet care specialists will not park outside a security gate or walk a distance greater than one building to reach the unit.

UNSECURED PETS

Luv My Sitter will care, but will not be liable, for unsecured pets. This means outdoor cats, dogs or other, regardless of their domestication or status.

SECURED AREAS

It is the pet-owner’s sole responsibility to remove hazards and pet-proof any areas of the home and/or property to which the pet has access. This includes removing hair ties, ribbons, rubber bands, string, socks, or other ingestibles, thoroughly inspecting fences, gates, latches, doors, and other devices meant to keep the pet inside or away from any ‘forbidden’ areas. Luv My Sitter and its representatives do not assume, and bares no liability for any injuries the pet may sustain while in its own home.

SAFE ACCESS

It is the client’s responsibility to provide safe access to their home.

CLIMATE CLAUSE

Luv My Sitter reserves the right to adjust the thermostat, close/open windows (as long as it remains safe and secure), turn air conditioner on/off or etc. in ALL of our client’s homes if our specialist or representative deems the climate is posing a health risk to your pet(s) in our care. Our staff will notify you if you are accessible.

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.