RCO Pet Care Policies

The initial Meet and Greet costs $35. If you would like us to provide and set up a lockbox at this time, the fee will be $60. The lockbox is yours to keep!

Any additional Meet and Greets and/or visits to help a shy pet acclimate to their caregiver(s) will be billed at the current visit rate.

While we strive for consistency, we may occasionally need to reassign your pet(s) to a different caregiver. The new pet care provider will be given a summary of your pets’ routine and/or shadow your pets’ visits. Meet and Greets with a new provider are available upon request and will be billed at standard visit rates.

Occasionally, additional team members may shadow your pets’ visits as a part of our team training and quality assurance programs.

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.

At your request, aggressive or nervous dogs can be referred to our dog training team at Where Sit Happens to determine eligibility of service with one of our professional dog trainers.

If a pet is showing signs of aggression or attempting to bite a caregiver during a visit and all safe attempts of completing the visits have been made, the pet care specialist may end the visit or modify tasks for their safety.

For the safety of your pet and our team, it is essential that you update your Pet Portal if your pet’s behavior, routine, or medical needs change. This includes, but is not limited to:

● Changes in medication or dosage
● New behavioral concerns (e.g., anxiety, aggression, resource guarding)
● Recent illness, injury, or surgery
● New household members or pets

Failure to notify RCO of significant changes may result in modification, suspension, or refusal of service.

If a pet displays new or escalating behavioral concerns during service (such as aggression, fearfulness, or stress-related behaviors), RCO Pet Care reserves the right to modify or suspend services for the safety of your pet and our team. We may recommend a reassessment of your pet’s eligibility for care, which may include:

● A follow-up Meet & Greet (billed at standard visit rate)
● Trial visits
● Referral to a professional trainer at Where Sit Happens

Access to Water
For the health and safety of every pet in our care, RCO Pet Care will always offer fresh water during each visit. This includes puppies in potty training.

We understand that limiting water can be part of a potty training plan, and we’re happy to support that. During visits, we can:

● Offer water and then pick up the bowl before we leave
● Offer water early in the visit, so your puppy has time to potty before we go
● Follow your preferred potty routine and schedule

However, we will not withhold water entirely during a visit. Puppies dehydrate quickly, especially after exercise and play, and going without water for long stretches can put their health at risk.

If your pet has a medical reason to restrict water, please provide written instructions from your veterinarian in your Pet Portal and we will follow them.

PET SITTING:
RCO Pet Care requires lockboxes and/or keyless entry UNLESS the client lives in a complex where this is not possible. Clients can provide their own lockbox or purchase one from RCO Pet Care directly. This does not have to be kept at your front door and can be hidden at your discretion. We do request one back up key to hold at our office in the case the lockbox or key were not accessible.

We do not require a lockbox if you have:

1. A battery-operated code for your door.
2. A garage door code.
3. A hidden key.

Please note if a client chooses to utilize one of these methods and does not choose to leave us with an emergency back up key and there is a power outage, battery failure or a hidden key is not left, the client will be responsible for locksmith fees or fees associated with gaining entrance in another way.

To ensure the safety of your pets and property, please notify RCO Pet Care of any changes to door codes, alarm systems, or entry instructions. If we are unable to access your home due to an unreported change in access, you will still be charged for the visit. If we are locked out and a locksmith is required, all associated fees are the responsibility of the client.

We recommend providing us with a copy of your key rather than your only original or a master key.

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

LOCKBOXES AND KEYS
We strongly recommend a lockbox for every client. A lockbox is the easiest and most reliable way to make sure your pet care team can always get in. There are no key handoffs to schedule, no fees for pick-ups, and no risk of a key being in the wrong place when you need it.

You can provide your own lockbox, or we can provide and set one up for you at your Meet and Greet. The lockbox is yours to keep, and it doesn’t need to be at your front door. It can be placed wherever you prefer.

Please have your backup key ready at the Meet and Greet. Backup keys stay on file at the RCO Pet Care office unless other arrangements are made.

If you choose not to use a lockbox and would like to take your key back between visits, a $20 convenience fee applies each time a team member needs to make an additional trip to pick it up. Keys can also be dropped off at or picked up from our office at the Where Sit Happens training facility in Oxford at no charge. Please contact us for the current schedule.

KEY DISPOSAL
For the security of your home, any key left in our possession will be securely disposed of if we have not heard from you in 24 months or more. If you would like to resume service after that point, we will simply collect a new key during your next scheduled visit. We will make one attempt to reach you at the email or phone number on file before any key is disposed of.

To avoid disruptions, please:

● Confirm that your alarm code and system instructions are correctly entered into your Pet Portal
● Test all codes before your first scheduled visit
● Inform us in advance of any recent changes to your security system
● Provide us with steps to take if an alarm is triggered

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.

● We will communicate proactively with you if we believe visits may be delayed or need to be adjusted.
● If roads are impassable or unsafe, we will attempt to contact your emergency contact to ensure your pet’s needs are met.
● It is your responsibility to clear snow, ice, or other hazards from driveways, sidewalks, and access points. If we cannot safely access your home, you will be notified and still charged for the visit.
● Visits may be shortened or modified based on safety conditions (e.g., shorter outdoor time during thunderstorms or excessive heat/cold).

We appreciate your understanding during dangerous conditions. Visit credits may be issued if a visit is canceled by RCO due to weather.

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.

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

RCO Pet Care provides only positive reinforcement based methods of training and handling pets as recommended by experts such as the American Veterinary Medical Association (AVMA) and American Veterinary Society of Animal Behavior (AVSAB). We will not use tools that modify behavior using punishment such as prong collars, choke collars and remote collars. We are happy to discuss alternative solutions to be utilized during our services.

It is the client’s responsibility to ensure that all fences, gates, and outdoor enclosures are secure and properly maintained. If we find unsafe conditions during a visit, we may modify outdoor access until the issue is resolved.

PHYSICAL FENCES
Our team will do a visual check of the yard prior to supervised outdoor time, but we cannot guarantee detection of all risks (e.g., loose boards, holes, broken latches). RCO Pet Care is not liable for escape, injury, or property damage due to unsafe or poorly maintained fencing.

INVISIBLE FENCES
The use of invisible fences is at the sole risk of the client. RCO Pet Care is not responsible for any injury, loss, or death of your pet resulting from instructions to use an invisible fence.

DOG DOORS
RCO Pet Care is also not responsible for any injury, loss, or death that may occur due to the use of a doggy door.

UNSUPERVISED OUTDOOR ACCESS
Pets will never be left unsupervised by RCO Pet Care between visits in an invisible fence or tied up in a yard. If friends, neighbors, or other visitors leave your pet in an invisible fence or tied outside, RCO Pet Care is not liable for any resulting injury, loss, or death.

ENVIRONMENTAL HAZARDS
While we do our best to keep your pets safe, RCO Pet Care is not responsible for injury or illness caused by interactions with wildlife, plants, insects, or outdoor environmental hazards during walks or time in your yard. This includes bee stings, ticks, poison ivy exposure, encounters with skunks, snakes, or other animals, etc. If you are aware of any outdoor risks in or near your property (such as fox dens, wasp nests, or recent pesticide use), please note this in your Pet Portal and notify our office.

Dog Walks (9a-3p, Monday – Friday):
A $10 fee will be applied to midday, weekday dog walks if the requested service begins in less than 24 hours.

Pet Sitting, AM, PM and Weekend Walks:
A $15 fee will be applied to pet sitting and dog walking services scheduled outside of 9 AM–3 PM on weekdays, or at any time on weekends, if requested with less than 48 hours’ notice.

Dog Walks (9a-3p, Monday – Friday):

Cancellations must be requested via the Pet Portal no later than 5p of the prior business day (Monday – Friday) to avoid a cancellation fee. All cancellations made later than 5p will be charged the full visit rate.

Frequent cancellations for recurring visits may result in the forfeit of any recurring discount.

Exceptions will be made for snow or ice storms if notice is given by 9am the day of.

Pet Sitting, AM, PM and Weekend Walks:

NON-HOLIDAY PERIODS:
If more than 7 days notice from the first date of service is provided, a full credit will be applied to your account for use within one year.

If 3-7 days notice from the 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 2 days or less notice from the first date of service is provided, a 100% cancellation fee will be applied to the invoice for 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.

HOLIDAY PERIODS:
If more than 28 days notice (4 weeks) from the first date of service is provided, a full credit will be applied to your account for use within one year.

If 14 – 28 days notice (2 – 4 weeks) from the first date of service is provided, a 50% cancellation fee will be applied. Any remaining balance will be credited to your account for use within one year.

If less than 14 days (2 weeks) notice from the first date of service is provided, no credit will be given. If 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 choose your service dates carefully. Because we hold that time specifically for you and cannot resell it, we are unable to make exceptions to our cancellation policy regardless of the reason for the change.

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.

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.

We cannot guarantee our availability until your Time To Pet account has been filled out, the Meet and Greet has been completed and any applicable deposit or payment 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 28 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.

Dog walking packages must be paid in full at the time of purchase. See Dog Walking Packages for details.

Pet Sitting/Non-Recurring Visits
If an invoice is marked “Draft” the invoice has been automatically created upon acceptance of your visits and still needs to be reviewed by our team. Our office will send the invoice via email once it has been reviewed! Payments may be made on draft invoices if desired.

Weekly Recurring Visits
As they are typically the same from week-to-week, recurring client invoices are not sent via email based on client feedback. Weekly clients DO receive a reminder the day before their card runs, however. If you would like your invoice emailed weekly, please let us know and we can flag your account!

Post-Service Adjustments
It is rare that adjustments need to be made to an invoice after service is completed. An additional invoice or adjustment may be created if:

● Additional visits were added after the initial invoice was paid
● One or more visits ran overtime due to a client not leaving their key, cleaning large pet messes, or proper care requiring more time than reserved
● There were any additional services provided at the request of the client, such as transport to the vet
● RCO Pet Care was required to purchase additional food, litter, or other supplies needed to properly take care of your pets and home

Any adjustments will be communicated with you upon your return.

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.

Repeat incidents of late payment will require a credit card on file and/or upfront payment to secure services.

A flat $25 late fee will be applied to any invoice 7 days overdue, and an additional $25 fee will be applied for every 30 days the balance remains unpaid. Any balance outstanding after 90 days will be turned over to a collection agency or a suit will be 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 the client.

Package visits may be used for midday dog walks scheduled between 9 AM and 3 PM, Monday through Friday. They cannot be applied to pet sitting, weekend visits, or visits outside these hours.

Packages must be paid in full upfront, at the time of purchase. Packages expire 90 days from the date of purchase. Any unused visits remaining after 90 days are forfeited.

Our standard dog walk cancellation policy applies. Visits canceled after 5 PM the prior business day will be deducted from your package.

Holiday Period and Major Holiday rates still apply to package visits and will be billed separately. Packages cannot be refunded, exchanged for account credit, or transferred to another client.

It is the client’s responsibility to provide RCO with any pertinent contact information for third-party care providers for emergency use. A third-party care log must be filled out at each visit to aid in communication regarding feedings, medications, bowel movements, etc. with the third-party caregiver. This log will be provided at RCO Pet Care’s first visit. If third-party caregivers do not show up as promised, RCO will not be held responsible for resulting injury or illness due to their lack of care.

We also recommend that any shared access (e.g., family members, roommates, building staff) be made aware that RCO Pet Care has scheduled visits to avoid confusion or access issues.

For the safety and well-being of our staff, homes must be kept in a reasonably clean and safe condition. This includes clear walkways, sanitary surfaces, and an environment free from hazards (such as excessive clutter, animal waste buildup, or unsafe conditions). If a home is deemed unsafe or unsanitary, services may be suspended or refused until conditions are addressed.

We will secure doors, turn off lights, and follow any specific home care instructions you provide in your Pet Portal. Please ensure your home is safe and accessible for our team during your service period. RCO Pet Care is not responsible for pre-existing damages, infestations, or structural issues in the home.

We highly recommend shutting the door to rooms you would not like your pet to access during services.

Tips for your Pet Care Specialist are never required but always appreciated. 100% of tips go directly to your care provider(s).

You may tip:

● Directly via cash
● Through the Time To Pet app
● By notifying our office to add it to your invoice

Tipping does not affect the quality or priority of care your pet receives – we strive to provide excellent service to all clients. If you have multiple caregivers during a service period the tip will be automatically divided based on the number of visits completed by each team member.

Information we collect may include:
● Contact details
● Emergency contacts
● Entry codes/keys
● Payment information
● Veterinary and medical information
● Pet behavior and preferences

All data is stored securely within our Time To Pet software and internal systems. Payment information is processed through Time To Pet’s secure payment system, and RCO Pet Care does not store full card or bank account numbers. Only authorized team members have access to your information, and only for the purpose of providing care.

To run our business and provide your services, we may share limited information with trusted service providers, such as our scheduling and payment software and other technology tools that help us with scheduling, routing, and business planning. We share only what is needed for that purpose. We may also share relevant information with a veterinarian in an emergency.

If you ever have a question about how your information is stored or used, please contact our office directly.