Policies

Meet and Greet

RCO Pet Care provides one complimentary 20-30 minute Meet & Greet. This will allow you to get to know us and we get to meet you and your pets prior to the start of service. We will review all information and review home access at this time. Please have keys made and your Pet Portal filled out prior to your scheduled Meet & Greet appointment.

Additional Meet and Greets will result in a $28 charge.

Primary Pet Sitter/Dog Walker

Each daily dog walking and vacation client is assigned one to two primary caregivers. In the event that your primary care providers are out sick, taking time off, or have a last minute emergency, an alternate dog walker or RCO management is ready and available to take over so no interruption in care occurs.

On occasion, we may need to reassign your pet(s) to a different caregiver. The new pet care provider will shadow your pets’ visits and be introduced to your pet(s) so they can become familiar with each other and learn their routine. An additional Meet and Greet with your new primary caregiver can be arranged at visit price.

While we strive for consistency, we do work as a team and a different team member may be assigned to your pets’ visits in the case of a primary caregiver’s illness or personal emergency.

Pet Portal

Each client must create an account in RCO’s Pet Portal prior to the initial Meet and Greet. Here, clients can request services, update their pet care, personal and emergency information. Please be sure to review and fill out the pet portal prior to your Meet & Greet appointment.

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Vaccines

RCO Pet Care requires proof of current rabies vaccination for all dogs and cats of eligible age. Titer tests and medical exemptions will also be considered. We also strongly recommend the DHPP vaccination.

Payment Policy

RCO accepts Venmo and all major credit cards. We cannot guarantee our availability until the Pet Portal has been filled out, the Meet and Greet has been completed and any applicable deposit is received. Payment policy for each service is as follows:

Pet Sitting, AM, PM and Weekend Walks:

NON-HOLIDAY PERIODS: 100% due 7 days prior to first visit
HOLIDAY PERIODS: 100% due 14 days prior to first visit

Dog Walks (9a-3p, Monday – Friday):
Billed weekly, 100% due at the first service of the week

Failure to remit payment on the due date may result in cancellation of your service dates.

Keys

PET SITTING:
RCO Pet Care highly recommends utilizing lockboxes.

If a client would prefer not to use a lockbox, we require two methods of entering your home. Options include:

1. TWO copies of your house key

2. A garage code and at least ONE copy of your house key.

3. A battery-operated code for your door. If choosing this option, we still recommend providing a house key. If the client chooses not to and the mechanism fails during service, the client will be responsible for providing an alternate way in or access to a locksmith. We recommend changing batteries prior to trips!

DOG WALKING:
While we recommend providing a house key in the case of a power outage, only a garage code or battery-operated code for your door may be acceptable. If the client chooses this method without a backup key and we cannot access the home due to a power outage, the client will still be charged for the visit.

 

Please have your keys ready at the Meet and Greet. The client may be charged a $20 convenience fee if the RCO Sitter must return to pick up keys or make an additional copy.

Keys will remain on file at the RCO Pet Care office unless alternative arrangements are made. Clients are welcome to take their keys in between visits but will be charged a $20 convenience fee each time a sitter needs to make an additional visit to pick them up.

RCO Pet Care reserves the right to make an additional copy if you have multiple primary pet sitters or dog walkers. All keys are stored in a secure location and coded for your privacy and protection. For more information on how we handle your keys, click here.

Short Notice Bookings

Dog Walks (9a-3p, Monday – Friday):
A $5 fee will be assessed to midday, weekday dog walks if the requested service begins in less than 24 hours.

Pet Sitting, AM, PM and Weekend Walks:
A $10 fee will be assessed to midday, weekday dog walks if the requested service begins in less than 48 hours.

 

Vacation Pet Sitting Requirements

For the well-being of our four-legged clients, RCO requires the following for vacation pet sitting:

DOGS: A minimum of three visits per day is required unless outdoor access is available.

CATS AND SMALL ANIMALS: A minimum of one visit per day is required. No exceptions.

Cancellation Policies

The following cancellation policies apply to all services booked and confirmed via our software.

Dog Walks (9a-3p, Monday – Friday):
If less than 24 hours notice of cancellation is provided, the visit may be charged the full rate.

Pet Sitting, AM, PM and Weekend Walks:

NON-HOLIDAY PERIODS:
If less than 7 days notice from first date of service is provided, a 50% cancellation fee will be applied to the invoice for services that have not commenced as of the date of cancellation. Any remaining balance will be credited to your account for use within one year.

If pet sitting services have commenced and one or more visits are canceled due to your early return or change in schedule, no credit will be issued for those unused visits.

 

HOLIDAY PERIODS:
If less than 14 days notice from first date of service is provided, a 100% cancellation fee will be applied to the invoice for the services that have not commenced as of the date of cancellation.

If pet sitting services have commenced and one or more visits are canceled due to your early return or change in schedule, no credit will be issued for those unused visits.

 

Please consider the status of the COVID-19 pandemic carefully when choosing service dates. This far into the pandemic we can rarely make exceptions to our cancellation policy in fairness to our team members. We appreciate your understanding.

Why Do We Have a Cancellation Policy?

We have awesome clients who are extremely important to us. We take pride in providing the best care possible to your pet so having a cancellation policy ensures that all parties will be treated in an equitable manner. Because there are a finite number of hours in a day and demand for our services continues to grow, we book services weeks, sometimes months, in advance. We try to never turn our clients away but sometimes that does happen and we don’t maintain a waitlist for pet sitting.

In both instances, pet sitting and dog walking, if a cancellation occurs we have no way of reselling that time. Our cancellation policies are the same for everyone and are always available on our website. This transparency allows us to schedule clients who are serious about using our services and understand in advance that our cancellation policy is in place to be fair to all. We hope you understand and thank you in advance for your cooperation.

Holidays

A Holiday Period Rate of $10 per visit will be applied beginning one business day prior to the holiday and include the first business day after the holiday. The Thanksgiving Holiday Period commences the day before the holiday and ends the Monday after. The Christmas holiday begins the day before Christmas Eve through the first weekday after New Years Day.

A Major Holiday Rate of $15 per visit will be applied to New Year’s Eve, New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve and Christmas Day.

Refunds

RCO Pet Care does not issue refunds of any kind. If you cancel services after making full payment, you will receive a credit to your account minus any applicable cancellation fees. Exceptions may be made due to extenuating circumstances. Account credits expire after 12 months.

Late Payments

Failure to remit full payment at the first visit of the service period may remove your pet(s) from the schedule until payment is made.

A $50 returned check fee will be assessed to any returned check. A flat $15 late fee will be applied to any invoice 7 days overdue. Any outstanding balance is subject to a 20% late fee on the accrued outstanding balance every 30 days. Any balance outstanding after 90 days will be turned over to a collection agency or suit filed in Small Claims Court. All accrued late fees, collection fees and/or court filing fees will be added to the outstanding balance and are to be paid by client.

Severe Weather

In severe weather conditions, we do our very best to ensure that your pet is cared for as scheduled. However, during winter pet sitting, when very severe weather may cause travel to be dangerous or roads to be impassable, RCO Pet Care will call your emergency contact or neighbor to check in on your pets. This should be a person close enough to walk to your home if roads are impassable (for example, a neighbor).

If we are physically unable to drive to your home this information is needed so that we can contact them to request their assistance to check on your pet(s) until it is safe for us to do so. It is the client’s responsibility to ensure that RCO has updated emergency contact information, which should also include a close neighbor, during the winter months. Update your emergency contact information by November 15th annually. Any visits cancelled by RCO Pet Care due to weather will be credited to your RCO account for use toward future services.

The client is responsible for removal of all snow & ice removal on their property. For the safety of your pets and sitter, please be sure to make arrangements for your driveway, sidewalks/paths and any entrances to be cleared of snow and ice. You will be notified if RCO cannot safely access your driveway or walkways. Upon your next scheduled visit, we will again attempt to gain safe access to your home and pet.

RCO Pet Care will not leave pets outside during below freezing temperatures.

Invisible Fencing/Unsupervised Outdoor Access

The use of invisible fences is at the risk of the client. RCO Pet Care is not responsible for any injury, loss, or death of your pet that results from us being instructed to use an invisible fence. NO pets will be left unsupervised by RCO between visits in an invisible fence or tied in the yard. If friends or neighbors visiting your pet leave your pet in an invisible fence or tied in your yard RCO is NOT responsible for any injury, loss, or death of your pet that may occur. RCO Pet Care is NOT responsible for any injury, loss, or death of your pet that may occur if a doggy door is used.

Your Satisfaction

If you are not completely satisfied with our service, please let us know immediately so we can address the issue and remedy the situation in a timely fashion.

If you were provided great service it is appropriate, and very much appreciated, to tip your dog walker or pet sitter for the love and care they provide your pet while you’re away. This is only a suggestion and not required.

Privacy Policy

RCO Pet Care will not share your personal information with third party vendors for any purpose. We collect your name, address, phone numbers, email addresses, payment information, and home/pet information for the sole purpose of providing quality pet care for you. This information is maintained in a secure location.

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