*****IMPORTANT - PLEASE READ OUR TERMS AND CONDITIONS*****

SUGAR'S PET SITTING
TERMS, POLICIES & PROCEDURES

HOURS OF OPERATION
Our office hours are Mondays through Fridays between 9am & 6pm, on Saturday from 10am-1pm and Sunday the office is closed and all reservations and communications must be done through Sugar's Pet Sitting software, and/or via email at info@sugarspetsitting.com.

PET SITTING TIMES Our length of time for dog walking visits is up to 20, 30 and 45 minutes. Our regular pet sitting visits consist of 20 to 30 minutes of time for each visit requested. We also provide extended pet sitting care with the length of times of up to 45 and/or up to 60 minutes. While Sugar's Pet Sitting strives to get to pet owner(s) home as close as possible to the time pet owners scheduled, Sugar's Pet Sitters cannot commit to exact times. Usually, Sugar's Pet Sitting has a window of time of one (1) hour illustrated in our software. However, depending of many factors, the pet sitter may also show up 30-minutes before or after the window time that was requested by the client, which it will not be considered tardiness by the company. All pet sitting visits are full services include feeding, watering, walking/potty break, litter box scooping, watering plants (fee may apply for watering plants for 10 minutes or more) and picking up mail. The dog walking visits are just for the purpose of walking and exercise. Not meant for out of town clients.
All other specific requests done by the pet owner(s), during the visits, are also met if within reason.

PAYMENTS are due 3 days before services start. We accept Credit Cards and personal checks. Personal checks are made payable to: LK's Pet Care, LLC. Checks must be mailed to our office at 12700 Hillcrest Road St. 125 Dallas TX, 75230 (A fee of $35.00 will be added to all returned checks. There are NO convenience or surcharge fees to pay with credit cards. A Credit Card on file is required to request services. You can choose your method of payment. However, if payment is not made on the due date or when services start, Sugar's Pet Sitting will charge your credit card on file on the due date with no late charge. Please note that if you choose not to enter your credit card, services cannot be requested. If credit card has expired or cannot be processed due to being invalid, a late charge of $5.00 will be applied upon contacting you to receive payment through any other method. Please remember to always make sure that credit card information be updated or is correct when requesting services. You can call us or log in to your account to update your credit card information. Short notice requests for initial consultation and/or visits must be paid immediately upon receiving invoice. Payments for Sugar's Pet Sitting services must be done online or by mailing check to office address as pet sitters do not collect payments.

RESERVING YOUR SPOT To book services, you must create a profile online with our online Sugar's Pet Sitting software at www.sugarspetsitting.com and schedule your initial consultation with services as soon as possible. This is due to the fact that your profile is linked to your schedule and without it you can't reserve your services.

If you are not sure how to use your schedule online, you can contact our office at 214-530-5993 after you have created your profile. We accept reservations any time, until we fulfill all spots with our pet sitters. However, to secure a spot with no problems, please make your reservation 48 hours or more in advance. Services booked within 48 hours or less will be subject to short notice fees. During National Holidays, we recommend that reservations be made as early as possible to ensure availability. Confirmations for reservations will be emailed to clients within 24/48 hours after receiving the reservation. Please review confirmation of services to make sure everything is correct. If you DO NOT receive a confirmation, please contact the office immediately via email or by phone.

ONLINE CLIENTS AND PETS PROFILE All Clients and their pets profile must be 100% complete and accurate in order for Sugar's Pet Sitters to follow all necessary instructions to care for the clients' pets. Sugar's Pet Sitting is not responsible for blank or incomplete profiles. In this case, the sitters will try using the best judgment to care for the clients' pets but will not be responsible if the pet owners have not provided accurate instructions online for team Sugar's. Paper instructions should be added to your online profile in case of backups. A backup will need to be able to read instructions in case the primary pet sitter has an emergency. Please be mindful with your sitter. We need all of the necessary information to do our jobs.


DO NOT CONTACT THE PET SITTERS DIRECTLY FOR PAYMENTS, RESERVATIONS OR CANCELATIONS. Pet Sitters of Sugar's Pet Sitting are employees (Not Subcontractors) and all communication to pet sitters must be done by placing notes on your online schedule by logging into your account online. You can also contact the office via email or phone. Payments for Sugar's Pet Sitting services must be done online or by mailing check to office address. Clients can tip pet sitters by cash. Tips to pet sitters of Sugar's Pet Sitting are not mandatory but are appreciated. Reservations and Cancellations for Sugar's Pet Sitting, Pet Sitting Services must be done online or by contacting office. Sugar's Pet Sitting will not be responsible for any cancelations and schedule failure that may happen between your communications made directly with the pet sitter.

INVOICES All invoices are received via email. If you the pet owner did not receive your invoice via email or wish to pay for services before the due date, please log in to your profile account and click on the “invoice” button and pay for your service. This is a very convenient service.

REFUNDS & CANCELATIONS Cancelations are received much faster via our software. For this reason, cancelations must be done on the online client's schedule by clicking on the cancel button. If client's cancelation is done on the same day, the cancel button will be disabled and the client must use the “add note button” and write the word cancel with their initials. If for instance our software is not working, client can email or call the office number 214-530-5993 and advise of cancelation. Clients can leave a message if phone is not answered during time of call.
No refunds will be returned in case of any cancellation on the part of the pet owner. However, Sugar's Pet Sitting will continue to pursue the services.
Cancelations must be done 48 hours prior to scheduled time in order to receive a full credit for future services. Day of cancelations will not receive any credit.
If pet owner cancels after 24 hours, funds will still be collected and NOT applied for a future service with Sugar's Pet Sitting. Additionally, if pet owner comes home earlier contrasting the schedule he/she have requested, funds will still be collected and NOT credited for future service. Furthermore, if pet owner has not paid the invoice on the due date and cancels the scheduled time within less than 24 hours, a cancellation fee will apply in the amount of $25.00. This is due to the fact that Sugar's Pet Sitting turn down other pet owner(s) requests for spots in which was booked earlier by a particular pet owner.

HOLIDAY RESERVATIONS, DEPOSITS AND CANCELATIONS Holiday reservations require a non-refundable $50.00 deposit that will be credited to the pet owner's invoice total.
During the major holiday season, Thanksgiving, Christmas and New Years, you may cancel your reservation within two weeks of your first visit. If cancelations are done after the two weeks, the client's cancelation fee is 50% of the total invoice (if cancelation of all visits is requested) or 50% fee of specific days canceled by the client. Please bear in mind that we reserve your spot and do not take any other visits because of your reservation.

OVERNIGHTS visits are from 8:30pm-7am. Overnight services must be scheduled two weeks in advance due to limited personnel. All overnights are done during NON HOLIDAYS. Cancelations must be done one week in advance from the client's first overnight stay reservation. There is a cancellation fee of $50.00 if cancellations are done after the fact.
There are no overnights during the Thanksgiving, Christmas and New Years holiday season. Additional visits on the aforesaid major holidays, due to an emergency only, may be added for additional fees.

KEY POLICY For safety reasons and emergencies, we would recommend the pet owner to keep 2 keys on file with us; one key with our office and one key with the pet sitter. Aside from the keys, we recommend the pet owner to advise of another way to get into the house as a back up plan in case of any key emergencies. If pet owner prefers not have keys filed with Sugar's Pet Sitting, keys can be picked up at initial consultation or the keys can be picked up in a conspicuous location assigned for the pet sitter to pick up at first day of service. In case Sugar's Pet Sitting does not have the pet owner's keys on file, pet owner have the responsibility to contact the office before services start, to arrange a key pick or location where it will be.

Pet sitters can also drop off keys on the last days of pet sitting service in a conspicuous place assigned by the pet owner. Sugar's Pet Sitting and its pet sitters are not responsible for keys lost or stolen after being left in conspicuous place.
If pet sitter is required to pick up and drop off keys a charge of $13.50 per incident will be charged to the pet owner. Pet owner is to notify Sugar's Pet Sitting if anyone else has keys or access to Pet owner's property other than Pet Sitter during the time the pet sitter is caring for pet owner's home and pet(s). If in a later time pet owner require his/her key to be return, pet owner must request the office directly for the keys, NOT the pet sitter.

Sugar's Pet Sitting has the daily responsibility to ensure that all clients' keys are safe and secure. However, we can't keep every key that is not being used due to storage space. Please be advised that Sugar's Pet Sitting will discard keys in a secure location, for clients that have not requested services for over 1 year.


TIPS TO PET SITTERS Gratitudes to the pet sitters are not mandatory but well appreciated by them as they strive to provide quality service. If pet owner would like to give a pet sitter a tip, pet owner may give it to pet sitter in person or by leaving in your home at a visible location with a note where pet sitter can see. Gratitude's are payable with invoices.


DOG WALKING/DOG(S) LEFT OUTSIDE Dog walking must be on leash at all times. Although most dogs enjoy their walk, some dogs do not know how to walk on a leash. Sugar's Pet Sitting will not be able to walk your dog if we notice that the dog fights the leash, pulls the pet sitter to the street without control, can't see any other dogs and try to chase them uncontrollably and or illustrate aggressive behavior towards the general public. This is clearly a liability to the pet owner as the dog can hurt the pet sitter and the general public. Therefore, the pet owner is responsible for any injury caused to pet sitter or the general public by owner's pet(s) or condition of owner's premises. Sugar's Pet Sitting is not liable for pets that are left outside per request of the pet owner (this includes the backyard or doggie door access to the outside) or may escape when pet sitter is not in attendance and/or while any third party services are taking place outside house gate(s) which may be open due to the services. The law requires that all animal waste be picked up. Please provide our sitters with bags and let them know where they should be disposed.

VACCINATIONS It is the pet owner(s) responsibility to make sure all of their pet(s) are current on their vaccinations. Should Pet Sitter be bitten or otherwise injured by Pet Owners pet(s), Pet Owner agrees to pay all medical costs and lost wages incurred by Pet Sitter due to such injury.

HOME ACCESS TO OTHERS/SHARING JOB RESPONSIBILITIES Sugar's Pet Sitting cannot be held liable for damage done to home and pet(s) by others with such access. Sugar's Pet Sitting will not be responsible for unlocked doors, over feedings, missed feedings, missed or over medicating or lost keys done by anyone with home access and is sharing of pet sitting responsibility.

DAMAGES TO HOME Sugar's Pet Sitting will make every effort to keep your pet from damaging any household goods. However, Sugar's Pet Sitting shall not be held liable for damages done by pet to either the interior or exterior of home when pet sitter is not there.

WEATHER CONDITIONS In the event of inclement weather or natural disaster Sugar's Pet Sitting will use their best judgment in caring for owners pet(s) but cannot be held responsible for any damage to home or injury to pet arising from such. Additionally, if Sugar's Pet Sitting can not get to pet owners home due to the weather, we will make every effort to notify the pet owner of the issue so pet owner can make further arrangements to care for pet(s). If a problem arises such as a pipe rupture, flooding, earthquake, fire, break in, animal destroying fence etc., Pet Sitter will make every effort to contact pet owner and follow their instructions. For the safety of your pets and also the pet sitter, Sugar's Pet Sitting do NOT walk dogs during inclement weather.

PET SICKNESS AND VET CONSENT Pet Owner will inform their Veterinarian that Sugar's Pet Sitting will be caring for their pet(s) in their absence. If possible pet owner will make arrangements to have Veterinarian reimbursed for any service necessary during their absence by leaving their credit card # on file.
If a medical emergency arises for pets, Sugar's Pet Sitting will make every effort to contact the pet owner but if time is on the essence owner authorizes Sugar's Pet Sitting to seek medical services at the closest Veterinarian Hospital. Furthermore, Pet owner agrees to reimburse Pet Sitter for all services rendered by Veterinarian if pet owner's credit card is not available or cannot be accepted by the facility at the time.

RETURN HOME INSTRUCTIONS Upon return home, please log in to your profile account, go to your schedule (last day of visit) and click on the grey button “ add note” to write that you are home and the pets are “covered. If you are not to be returned on the last day of the scheduled visit, its your responsibility to schedule additional visits and contact our office for confirmation of such services.

PET TAXI If the pet owner request Sugar's Pet Sitting to transport his/her pet(s) to the veterinarian, groomer, picking up pet food or medicine, or other specific place, Sugar's Pet Sitting will charge pet owner $30.00 to transport the pets up to 10 miles and stay at the location up to 30 minutes. If the transportation takes more the 10 miles and more than 30, there will be another $25.00 charge. This means that for every 30 minutes there is a $25.00 fee.

REGARDING YOUR PET SITTER Please be advised that our pet sitters are not contracted by Sugar's Pet Sitting. Our pet sitters are employees of Sugar's Pet Sitting. When you request services, Sugar's Pet Sitting will make every effort to send you the same pet sitter 95% of the time. However, in case of any emergency, pet sitter is sick or pet sitter is no longer with Sugar's Pet Sitting, we will send you another qualified pet sitter. All communications with assigned pet sitter at the time of services can be done through the system by logging in to your profile account, go to your schedule and click on the “ add note” button in grey.

In writing communications are for the pet owners own protection in case that you have an issue with services. If you wish to contact our office directly, not a problem, we will take your instructions and write a note on the system for the pet sitter. You may get a call from the pet sitter in case of any arising emergency with your pets or home.

Please be advised that if you contact the pet sitter directly, Sugar's Pet Sitting will not be liable for any arising issues if our office is not aware of such communication.

Additionally, the pet sitter is also not responsible to pick up or return your call promptly. The pet sitters have many daily visits and will miss calls on a daily basis. You are to contact our Sugar's Pet Sitting office and we will make sure that your instructions will be followed properly and promptly.

Moreover, we should advise you to not solicit our pet sitters for service outside of Sugar's Pet Sitting. Please be advised that all pet sitters are under contract for up to two (2) years after they leave Sugar's Pet Sitting. During this time, they are not allowed to work for any client or company that they have serviced while working for our company. This helps protect all of us. In case that you may choose to not use our service and hire one of the pet sitters who left our company, you should be aware that you are not protected by our bonding and liability insurance as well as not being guaranteed service if something happens to that sitter. If your sitter solicits you directly outside of our company please do not hesitate to report it to our office.

DISPUTE RESOLUTION: Please give Sugar's Pet Sitting the opportunity to resolve legitimate concerns you may have encountered with our services. You, the pet owner, MUST contact Sugar's Pet Sitting first, in writing, via email or regular letter, in order to have your dispute brought into a resolution within 15 days of your initial report.

Just calling and leaving a message won't be considered a bona fide gesture of communication. We receive an overwhelming amount of phone messages on a daily basis and yours may be overlooked or lost among many.

Defamatory reviews in writing anywhere, (including but not limited to online social media and networking) and/or orally without you, the pet owner, having contacting Sugar's Pet Sitting and not giving our company (Sugar's Pet Sitting) a chance to solve your issue, will be considered a breach of our terms and conditions and legal action against defamation and the reputation of our company's name may take place.

YOUR PRIVACY INFORMATION: Your privacy and the protection of your information are extremely important to Sugar's Pet Sitting as we take all aspects of this business very seriously. The information collected by Sugar's Pet Sitting provided by our system and during communications is to provide you and your pets with quality service. We do not disclose your information to any third party. Only the sitter providing your service and the office has access to your information.
For social media purposes photos of your dog/cat, ect., may be used on social platforms. Photos will not include street address, pictures detailing the owners homes, or any other identifying items that may breach our clients privacy.

RESERVATION OF RIGHTS Sugar's Pet Sitting reserves the right to terminate this contract at any time before or during its term.


THESE POLICIES ARE SUBJECT TO CHANGE ANYTIME.

11/29/2020