Policies
Initial Consultation
The Initial Consultation is free and required for every new client, so we understand your specific pet care requirements and have an opportunity to meet your pet(s) prior to providing pet care services. Following the Initial Consultation, you are officially part of our Stickory family, which gives you access to request future services, update pet information, and pay invoices through our client portal. There are times when it becomes necessary to conduct a second consultation. All second consultations that are requested by the client will be charged a $10 consultation fee.
Home Requirements
Home Access:
The client will provide Stickory with a garage access code (if applicable) and two (2) house keys during the Initial Consultation. This policy is in place to ensure Stickory has a way to enter your home to care for your pet(s) if there is a power outage. All client keys are kept in a locked safe in our Stickory office. Stickory will either retain client keys for ongoing service requests or return keys following each service request. Stickory will return all keys within 48 hours after all open invoices have been paid in full and key return is requested.
Home Alarm:
The client agrees to contact the home alarm company to inform them that Stickory will be entering the home to provide pet care services. In addition, the client will provide Stickory with the code to activate and/or deactivate the system, in the event the alarm is accidentally set off during the visit. If you would prefer not to provide this information, the client agrees to disable the alarm or set a temporary code and password for Stickory to enter the home. If an alarm is set and no prior arrangements have been made, Stickory will not be responsible for any charges associated with the activation of the home alarm upon entry into the client home.
Home Visitors:
Due to liability regulations and the safety of your furry family members, Stickory requires that no other person be permitted in your home during the service appointment unless we receive notification prior to the scheduled appointment. If someone is present at the time Stickory arrives to conduct the service, the client will be notified, service will not be performed, and the client will be charged in full for the service visit.
Pet Requirements
Vaccinations
Stickory requires written proof, from your veterinarian, that all pets are up-to-date with their vaccinations. If a Stickory sitter is bitten or exposed to any disease or ailment received from a client’s pet that does not have the proper, or up-to-date vaccinations, the client agrees to pay all costs and damages incurred by the victim.
Licenses
Stickory requires each pet to have a current, valid pet license. Stickory does not accept responsibility for damage incurred by any pet that escapes our care without a pet license.
Service Requests
Request Approval
All clients should initiate and submit Stickory service requests in the client portal. All service requests are pending until approved and confirmed. Once service requests are approved by Stickory, clients will be responsible for confirming the pet care schedule via email.
Booking Minimums
For the health, comfort, and safety of your pet, Stickory recommends three dog visits/day and one cat visit/12 hours. The following represents the minimum Stickory service requests required to be booked:
Dog Minimum: The minimum number of visits for dogs is two visits/day. However, one visit/day is permitted if Stickory is conducting a mid-day visit, with the assumption that your dog has been taken out once in the morning and once in the evening. If Stickory determines an additional visit is needed/required, due to multiple accidents between visits, Stickory will inform the client and an additional visit will be scheduled.
Puppy Minimum: The minimum number of visits for puppies is three visits/day. There will also be an additional charge of $10 per day up to the age of 6-months old, unless it is determined the puppy has the ability to hold its bladder. Stickory will not care for any puppies that are under the age of 12 weeks old.
Cat Minimum: The minimum number of visits for cats is one visit/day.
Booking Premiums
Late Booking Premium: Stickory will charge a late booking premium of $10 for all appointments scheduled with less than 48-hour advance notice and all emergency service requests scheduled with less than 3-hour advance notice.
Holiday Premium: Stickory will charge a holiday premium of $10 per day for service requests that fall on or within any of the following date ranges associated with a national holiday:
Easter (03/28/24 – 04/01/24)
Memorial Day (05/23/24 – 05/27/24)
Independence Day (07/03/24 – 07/07/24)
Labor Day (08/29/24 – 09/02/24)
Thanksgiving (11/26/24 – 12/01/24)
Christmas (12/23/24 – 12/27/24)
New Year (12/30/24 – 01/03/25)
Pet Sitting
Medication Administration:
Stickory will attempt to administer medications, as directed by the pet owner, but does not accept responsibility for any complications that arise as the result of medication administration. If your pet has specific issues (shyness, aggressiveness, or frightened) before, during, or after medication administration, please bring this to our attention before services are rendered.
Pet Accidents
Stickory requires each client to provide trash and pet waste bags, cleaning products, paper towels, and designate a specific pet disposal location. Stickory will clean up, dispose of any pet waste, and clean any impacted area(s) to the best of our ability during the visit. In the event your pet(s) have an accident. Stickory does not accept responsibility for any carpet/floor stains that are created by your pet(s).
Pet Security
Fences | Gates | Enclosures:
Fences are a wonderful way to secure pets, but no fence system provides absolute security. Stickory does not accept any responsibility or liability for pets that escape from or become injured or lost (fatal or otherwise) as the result of a pet being left out or given access to a fenced area. This includes electronic, wood, metal, glass, or any other enclosure type.
Cages | Crates
Cages and crates are a wonderful way to secure pets, but no cage or crate provides absolute security. Stickory does not accept any responsibility or liability for pets that escape from or become injured or lost (fatal or otherwise) as the result of a pet left in a crate unattended, cage improperly used, or a cage not of sufficient size for the pet. This includes metal, plastic, or any other crate type.
Animal Behaviors
Due to the unpredictable nature of any animal, Stickory will not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury or death to the client’s animal(s).
If Stickory is unable to enter a home or provide our services due to a client’s aggressive dog, we will contact the client, explain the situation, and the client will not be charged for the visit. In the event the client’s dog bites or injures a Stickory sitter, the client will be responsible for all medical fees associated with the injury.
Contract Termination
Stickory reserves the right to terminate this contract at any time before or during its term. If Stickory, in its sole discretion, makes the determination that the client’s pet(s) pose a danger to the health or safety of a Stickory sitter that prohibits Stickory from caring for any pet(s), the client will be notified immediately and given an alternative option to kennel their pet(s). The client will authorize Stickory to place the pet(s) in a kennel and all charges will be the sole responsibility of the client.
Dog Walking
Stickory will always ensure the safety and comfort of your dog(s) when walking them.
Walk Requirements
All dogs will be required to have a collar, harness, and leash during outdoor walks, but Stickory will not accept responsibility for any damage incurred by any pet that escapes as the result of a faulty collar, harness, or leash.
Walk Duration
If one or more of your dogs is sensitive to the weather, has an age-related issue, or experiences any other challenge during a scheduled walk, Stickory reserves the right to use our discretion to determine the best walk duration for your pet. If additional walks are scheduled as a part of the original service request and your dog(s) are unable to safely and/or comfortably participate in these walks, the client will receive a 25% credit for the initial walk and all future walks on the original service request will be removed from the invoice.
Temperature Guidelines
For the safety and health of your dog(s), Stickory will not walk dog(s) if the temperature is above 90 degrees Fahrenheit or below -5 degrees Fahrenheit.
Extreme Weather
Stickory will use our best judgment in caring for our client’s pet(s) during extreme weather conditions and will make every effort to carry out client instructions. However, pet safety is our number one concern, so Stickory will not walk dog(s) if there are hurricane, severe thunderstorm, severe flooding, tornado, or blizzard-like conditions. If any extreme weather alters our plan to walk your dog, the client will be notified regarding non-completion of the service and the client will not be charged for the visit.
Extreme Weather Contact
Stickory will request a name and phone number of an individual that lives in your neighborhood. This individual will only be contacted in the event roads are impassable to request their assistance to check on your pet(s). If this information is not provided, the client understands that Stickory will not provide service to your pet until we can do so safely. In either case, you will be notified that our emergency plan has been initiated.
Emergency Care
In the event an emergency occurs while the client is away, Stickory will immediately contact the client to discuss the situation. However, in the event we are unable to reach the client, for any reason, Stickory is authorized to perform the care and services to ensure the safety and health of the client’s home and pet(s).
Emergency Home Care
Upon client request, the client authorizes Stickory to conduct emergency home care checks or home care services with release from all liabilities related to issue resolution and expense. Should the client’s home require emergency maintenance, Stickory is authorized to approve emergency maintenance services to maintain the safety and integrity of the home.
Emergency Pet Care
The client authorizes Stickory to seek emergency veterinary care with release from all liabilities related to transportation, treatment, and expense. Should the specified veterinarian on file be unavailable, Stickory is authorized to approve medical and/or emergency treatment (excluding euthanasia), as recommended by a veterinarian.
Service Cancellation
Early Return
Stickory will charge the following early return fees In the event the client plans to return home early:
No client service request cancellation = Client charged 100% of the total requested service(s).
Client service request cancellation less than 1-Day (24-Hour) notice prior to the first scheduled appointment = Client charged 50% of the total requested service(s). Client service request cancellation more than 1-Day (24-Hour) notice prior to the first scheduled appointment = Client charged 25% of the total requested service(s).
Standard Cancellation (Non-Holiday)
In order to provide the highest level of customer service for all our clients, Stickory maintains the following strict cancellation policy for all standard cancellations not affiliated with a national holiday:
No client service request cancellation = Client charged 100% of the total requested service(s). Client service request cancellation less than 2-Day (48-Hour) notice prior to the first scheduled appointment = Client charged 50% of the total service request period. Client service request cancellation more than 2-Day (48-Hour) notice prior to the first scheduled appointment = Client charged 25% of the total service request period.
Holiday Cancellation
Stickory will charge the following holiday cancellation fees for service requests that fall on or within any of the following date ranges associated with a national holiday listed in the Holiday Premium section of this document:
No client service request cancellation = Client charged 100% of the total requested service(s). Client service request cancellation less than 3-Day (72-Hour) notice prior to the first scheduled appointment = Client charged 75% of the total requested service(s). Client service request cancellation more than 3-Day (72-Hour) notice prior to the first scheduled appointment = Client charged 25% of the total requested service(s).
Invoices | Payment
All existing clients will be invoiced immediately following the last service performed by Stickory. Invoices are due five (5) days following the last service date with outstanding invoices subject to a $10.00 late fee for each 5 days the invoice is overdue. We accept cash, checks, and credit cards (Visa, MasterCard, American Express, JCB, Discover, and Diners Club) as form of payment for services rendered. Stickory reserves the right to process the client credit card on file for the invoice amount, plus all applicable late fees, if the invoice is over ten (10) days past due. All invoices may be viewed and paid online in the client portal and all checks should be made payable to:
Dave Wright
916 S. Main Street
Findlay, Ohio 45840
A $35 handling fee will be charged for all returned checks. In the event it is necessary to initiate collection proceedings for account payment, the client will be responsible for all attorney fees and collection costs incurred by Stickory.
Stickory Authorization
The client acknowledges and authorizes the Stickory Policies to be valid for all future Stickory services, which permits Stickory to accept telephone reservations or online reservations through our scheduling system to receive service and enter premises without additional signed contracts or written authorization.
Stickory agrees to provide all services stated in a reliable, caring, and trustworthy manner. In consideration of these services and as an express condition thereof, the client expressly waives and relinquishes any and all claims against said Stickory, except those arising from negligence or willful misconduct the part of Stickory.