Golden Tails Dog Boarding Policies
Section 1: Communication


Office Communication

Golden Tails Clients are welcome to reach out to the office anytime with questions, comments, or inquiries via phone call, email, text message, or Whatsapp.

All calls, text messages and email will be responded within 24-hours of contact on business days. Messages received outside of business hours will be responded to on the next business day, unless it is an emergency.


Pet Care Professional Communication

To help provide you outstanding pet care, to prevent miscommunications or misunderstandings, and to document all communication, Golden Tails team members will only communicate with clients through Golden Tails' pet care software.

Golden Tails team members are not able to distribute personal information to client's, including, but not limited to: personal phone numbers or personal emails. Golden Tails may cease insurance coverage for the client if not adhered to.


Travel Communication

Clients who are traveling to different time zones should be mindful of their requests and communication; especially when traveling internationally! All requests or communication to your Golden Tails pet care professional and to the Golden Tails office should be completed based on our time zone (EST) and with consideration to international fees when calling. Any fee incurred due to international call from the client to Golden Tails may be charged to the client's account.


Social Media Photos

We love to show off the beautiful pets that we work with on social media. Images of client's pets are exclusively used for Golden Tails promotional material (social media and marketing) and are not used for resale.

By working with Golden Tails, you are agreeing that we may use pictures/videos of your pets and use them for marketing or social media as long as the pet takes up 75% of the picture/video and there is no visible obvious information; such as ID tags, street names.


Meet and Greet

All clients are subject to a Meet and Greet so your Golden Tails pet care professional can better care for your fur babies! A Golden Tails pet care professional will meet you and your pet(s) in our home, review your pet's routine, supplies, set-up area, and confirm both parties are comfortable working together.

Should a second meet and greet be requested by the client prior to the start date of a service, a $25 charge per additional meet and greet will be charged to the client's account.


Section 2: Home Care


Access to Home

The Client authorizes Golden Tails pet care professionals to enter home for the purposes of providing pet care service.


Job Sharing

For you, your pet's safety, and liability reasons, we do not share the responsibilities of pet care with any third party, unless previously discussed with Golden Tails management. Any such arrangement will result in a breach of contract.


Key Management

Golden Tails requires clients to give us at least two modes of entry; preferably two sets of house keys for residential clients and at least one FOB or key card if you live in a high rise, apartment, or private community.

One physical key is required to be given to Golden Tails in event of a lockout, electrical malfunction, or human error so we can always provide you and your pet services. One key will be kept locked in a safe at the Golden Tails Dog Boarding office in the event of such emergencies.

Clients can opt to give Golden Tails one key at the initial consultation to make a key copy, at a fee of $10.


Lockbox

Golden Tails requires that clients keep one key in a secure lockbox in a location on the client's property for quick access and security. You can purchase a lockbox online or through Golden Tails for a $25 charge.

Please do not place your key in an unsecure location for Golden Tails to access your home, such as under a door mat. We want you, your fur baby, and your home to be safe so we can provide you pet care service!


Key Return (In-person)

Most clients find it more convenient to allow Golden Tails to hold onto their keys between services for future bookings.

For a convenience fee, Golden Tails charges a $20 fee for returning keys in-person.


Key Agreement

I, the client, have provided/will provide Golden Tails Dog Boarding a key(s) to my home and I agree to the following terms regarding my key(s):

1. Golden Tails has my permission to make copies of my key(s) for emergency/backup needs per the company's discretion.

2. Golden Tails will not label my key(s) in any way that will make them identifiable. All safety measures will be taken to ensure the key(s) have no marks identifying that the key(s) belong to my home with the exception of labeling them with my pet's name(s).

3. Golden Tails may be in possession of my key(s) until I decide to terminate services.

4. I am aware that Golden Tails may give my key(s) to its independent contractor(s) or employee(s) as a means to provide me pet care.

5. I agree that all Golden Tails team members shall be covered by this agreement.

6. Golden Tails agrees to immediately advise me if and when team members has or needs my key(s) to complete the pet care services.

7. Golden Tails agrees to return the key(s) by hand delivering it to me as requested.


Security Cameras

For our team member's right to privacy, clients who use in-home security cameras, pet cams, or any other video recording device, are required to inform us where camera(s) are located in the house.


We do this for Golden Tails team members who are completing overnight or extended visits where team members may need to sleep or perform other activities in the home.


Parking Fees

We ask our clients to accommodate private parking when providing services to avoid paying additional fees.


All parking fees, such as meter parking, garage, valet, will be incurred to the client. We will add all charges to the client's invoice when service is completed and will provide proof of charge (photo of receipt, meter, valet tag) in the visit feedback pet journal.


Section 3: Pet Care


Leashing Requirements

For your fur baby's safety, Golden Tails will not be let off-leash during walks for any reason.


Walking Equipment

For the safety of your fur baby, Golden Tails will not use retractable leashes .

If at any time the company feels the walking tools are unsafe for the dog or walker, the company is entrusted to use our best judgment/own tools.


Pet Door/Sliding Door

At the client's request, the client's pet(s) that use a “pet door” allowing free access outdoors may be left open during and/or after our care.

The client releases Golden Tails from any and all liability of any damage whatsoever caused to pet(s) and/or home.


ID Tag

Due to a dog's excitement to see us, “door darting” may be attempted by a dog.

We take every precaution to prevent this from occurring, but do require that all dogs under our care wear an I.D. tag (or collar) stating their name and your phone number. You release company from liability if your dog unexpectedly darts out the door.


Minimum Visits

For pet parents who are out of town or will not be available to care for their fur babies for a 24-hour period, Golden Tails highly recommends all dogs be visited three times a day, however, we will agree to visit adult dogs twice a day (no less than every 12 hours).

Puppies younger than 1 year old and Seniors (over the age of 7 for small dogs and cats, over the age of 6 for large dogs) do require a minimum visit of 3 visits a day.

Cats are visited no less than once a day (every 24 hours).

No exceptions will be made to the above so we can give your pet the care and attention they need.


Inclement Weather

For safety reasons, we will not walk or we will shorten walks when the temperature is 90 degrees and over, during lightning, thunderstorms, or heavy rainfall.

In such cases, exercise time will be replaced with a potty break, indoor playtime and TLC, OR services may be cancelled or altered.


Emergencies - Natural Disasters

We ask that all clients provide us with a plan should an emergency present itself, such as inclement weather, tropical storms, national emergencies, acts of God, hurricane, power outage, etc. or any other circumstances beyond our control that may delay or prevent pet sitters/dog walkers visit(s).

In such a case, the client and/or the emergency contact person will be notified so that other arrangements can be made, if necessary. For our safety, Golden Tails Dog Boarding pet sitters/dog walkers will not stay in the client's home during a natural disaster during any circumstances.

Emergencies - Evacuation

If a disastrous event were to take place that needs an evacuation, clients will be required to make their own arrangements for their pet(s) care as we cannot promise we will be able to evacuate them.

Emergency Contact

Golden Tails requires an emergency contact on file who has access to your home and can care for your fur babies in the event of an emergency.


Emergency Cancellation

All visits that are canceled as a result of inclement weather, evacuation, or natural disaster are credited to your account for use toward future services.

Credits provided must be used within six months of the cancelation date.


Emergency Plan

We are committed to providing you with the best care possible, that is why clients who are going out of town are required to create and share an emergency plan with Golden Tails prior to departing in the event of any of the above emergencies.


Emergency Vet Release

In the event of a pet illness or medical emergency when caring for your pet, we will take your pet to the veterinary hospital listed on your client profile in our pet care software.

On the occasion that your specified vet is not available for any reason, we will take your pet to the nearest emergency veterinary hospital.


Golden Tails Dog Boarding will take all reasonable efforts to contact the client in case of emergency prior to bringing the pet to the veterinarian.

If the Client is unreachable, Golden Tails Dog Boarding is authorized to determine when and if veterinary care may be necessary for the client's pet(s) while they are in Golden Tails custody or care and pet(s) will be taken for immediate treatment.


Emergency Vet Care/Treatment

Client agrees to be responsible for all fees and expenses incurred for care and treatment of the pet, releases and holds Golden Tails Dog Boarding harmless from all liabilities related to transportation, treatment and expense.


Client gives permission to Golden Tails to authorize any care that may be required as determined by the vet for pet's health, safety and survival. The client understands they are responsible for all medical bills and costs should they arise from pet(s) being ill or otherwise needing veterinary care during their absence.

Client agrees to reimburse Golden Tails Dog Boarding for any additional fees and all costs relating to vet care, as well as an emergency medical transport fee of $35.00 if transportation to and from the vet/hospital is required during this process. Client agrees to pay Golden Tails Dog Boarding a rate of $50 per hour for a Golden Tails employee to remain with the pet until the client arrives or the pet is admitted to staying in the hospital.


Pet Vaccinations

For the safety of your pet and others, all pets are to be up-to date with Florida's Vaccine requirements.


Golden Tails will require proof of the following:


Dogs must be up to date on Rabies, Bordetella and DA2PP (Distemper)

Cats must be vaccinated with Rabies and Feline Leukemia


Lack of compliance will result in cancellation of all scheduled services until proof of vaccinations are provided.


Sitter Change

Golden Tails will attempt to contact the client before changing the pet care professional assigned to the client's visit.


Section 4: Payments


Term and Termination

Golden Tails Dog Boarding or the client each may terminate this contract at any time by providing a written notice to the other.

Golden Tails Dog Boarding will not terminate during a period of scheduled service unless we determine, at our discretion, that a danger exists to the health or safety of our pet care professionals. If a Golden Tails pet care professional cannot perform daily visits, every attempt will be made to notify the client regarding such a situation.


Term and Termination Fees

Client agrees to pay any and all sums which are due and payable for services. Cancellation booking terms still apply as provided.


Payments

Golden Tails Dog Boarding accepts payment by debit and credit cards. Payments are completed through the pet care software.

Regular dog walks are charged on a weekly basis. Any additional services will be charged when services are completed.

Client profiles in our pet care software are to be kept up-to-date with any changes regarding credit card/billing information.


Deposits

Vacation Visits, Sleepovers, and Doggie Boarding services require a 50% deposit to secure bookings; the balance will be charged the Friday prior to the day services begin.

All other services require full payment when services are completed.


Declined Card

We understand that cards may sometimes expire or be denied for various reasons. For our convenience, a $10.00 fee will be charged when a card is declined and payment is due.


Payment Agreements

Payment in full is due prior to the day services begin. Should the client extend the dog's booking, client's invoices will be adjusted accordingly and the balance will be charged after confirmation.

By entering in debit/credit card information I am authorizing Golden Tails Dog Boarding to charge that card in the amount set forth in pet sitting software.

I understand that Golden Tails only accepts debit and credit cards and agree to that form of payment.


Cancellation Policy

The client is welcome to cancel services at your convenience up to 24-hours in advance at no charge.


Last-Minute Cancellation

We understand that it can be inconvenient to pay for services you don't need, however our scheduling and availability is valuable. For our convenience, last-minute cancellations made with less than 24 hours notice will be billed at full-price.


Regular Dog Walks Cancellations

Clients who book at least three times a week on a regular-basis and need to cancel a scheduled visit must notify Golden Tails Dog Boarding by 8am to avoid being charged for unnecessary visit(s).

During the holiday season, this does not apply. Please refer below to Holiday Cancellation Policy.


Sleepovers, Vacation Visits, and Doggie Boarding Cancellations

Cancellation for sleepovers, vacation visits, and doggie boarding are subject to a 50% charge if they are cancelled without a 14-day notice. The remaining 50% balance will be credited to your account for future bookings. No refunds will be made.

Golden Tails encourages the client to add needed services to our client portal as soon as the client knows that they will need pet care or dog walk to secure the necessary dates, collect deposits, and to set up any essential meetings beforehand.


Booking Confirmation

Once the Client and Pet profile are complete, the client will use an online pet care system to book visits.

To ensure that we can provide you with the best service possible, it is vital clients keep profiles up to date and if anything were to change such as routine, food, medications, etc.


Visit Cancellations, Changes, Additions

All visits must be scheduled no less than 24-hours in advance. Our pet care professionals cannot accept changes, cancellations, or additions to services with less than 24-hour notice.

If you need to cancel a visit, you must use the client portal system, email or call the office. Unfortunately, we will not allow cancellations via text message for documentation purposes.

Clients are welcome to make reservations for additional service at any time during the term of this contract, subject to Golden Tails Dog Boarding availability. Client's invoice will be adjusted accordingly and balance will be charged after confirmation.


Early Return to Home or Late Departure from Home

When we receive a booking, we organize our schedule to make sure your pet's needs are met at your requested time and we stick to a strict no overbooking policy.

Therefore, Clients returning home early or departing later than the reservation will be required to pay for the full reservation amount of time, regardless of whether Client returned home early or departed later than the prior reservation scheduled. No amount of money will be refunded to Client for early returns to home or late departures from home by Client after a reservation date has been agreed upon. We understand this stinks!


Delayed Travel Policy

We understand that sometimes traveling can be difficult! Whether there is a delay in your flight or a change in plans, we know that delays happen. Clients who are experiencing a delay in service will receive continued care for pets until Golden Tails receives a confirmation of arrival from the client. We do this because we care for your pets and want to make sure they stay happy, healthy and safe. Charges will be added to a client's account according to services rendered.


Last-Minute Booking Fees

Visits booked less than 24 hours in advance will incur a late-booking fee to cover the cost of same-day arrangements.


Last-minute booking fees are as follows:


Sleepovers and doggie boarding - $10 fee, per day.

Doggie Daycare, Prescription Pick-Up, Shopping, and Pet Taxi: $15 per service within 15 miles. A mileage surcharge of $5 will apply to Pet Taxi trips between 15-20 miles, and a $10 surcharge will apply to trips between 20-30 miles.

Vacation visit - $5 fee, per visit.


Holidays Observed

New Year's Day - next on Fri, Jan 1

Martin Luther King Jr. Day - next on Mon, Jan 18, 2021

President's Day - next on Mon, Feb 15, 2021

Easter - next on Sun, Apr 4, 2021

Mother's Day - next on Sun, May 9, 2021

Memorial Day - next on Mon, May 31, 2021

Father's Day - next on Sun, Jun 20, 2021

Independence Day - next on Sun, Jul 4, 2021

Labor Day - next on Mon, Sep 6, 2021

Columbus Day - next on Mon, Oct 12, 2020

Halloween - next on Sat, Oct 31, 2020

Veterans Day - next on Wed, Nov 11, 2020

Thanksgiving - next on Thu, Nov 26, 2020

Day after Thanksgiving - next on Fri, Nov 27, 2020

Christmas Eve - next on Thu, Dec 24, 2020

Christmas Day - next on Fri, Dec 25, 2020

New Year's Eve - next on Thu, Dec 31, 2020



Holiday Fees

Holidays are busy for us! With high-volume booking, we incur a $15 per day surcharge to secure your spot.



Holiday - Dog Walking Cancellation Policy

Regular Dog Walking clients (Play Time Dog Walk, Fast Paws Dog Walk, Lunch Time Rush Walk and Furry Coworker Dog Walk) are to provide a minimum of one week cancellation notice prior to the holidays listed in our Holidays Observed section.



Restocking Supplies

If supplies run out while Golden Tails Dog Boarding is providing services such pet food, medication, litter etc. Client agrees to pay Golden Tails Dog Boarding a sum of 25$ for the shopping service and reimbursement of the total cost of item(s) will be applied to the client's invoice.



Section 5: Agreement



Premises Authorization

By signing below, the client is providing written approval for the provision of services by Golden Tails Dog Boarding during any service period scheduled by Client and accepted by Golden Tails Dog Boarding.



Golden Tails Dog Boarding will be authorized to enter Client's premises and perform services without additional signed contracts or written authorization and to accept reservations for future visits.



Terms

The terms of this contract apply to all pets owned by the Client, including any and all new pets that the Client obtains on or after the date that this contract was signed, at any and all locations the Client designates for service.



Dispute Resolution

In the event there is a dispute between parties, they cannot be resolved without litigation, the prevailing party shall be entitled to attorney fees and cost.



This contract will take effect upon signature by both client and Golden Tails Dog Boarding and will remain in effect until terminated by either party. All scheduled walks/visits will be governed by all the terms of this contract.



I have reviewed this Service Contract in its entirety. The information provided by me is complete and accurate and I agree to all its terms and conditions as set out above.