Policies, Tips and Gratuities
Tips and gratuities are accepted for a job well done. Your pet sitter keeps 100% of any tips and gratuities. If you wish to pay your tip or gratuity with a credit card please logon to your client account and go to the prepay section.

New Cancellation Policy
Cancellation Charge Schedule (effective 1/1/09)

If you have to cancel any of your scheduled services please refer to the cancellation policy below to see what your charges will be.

• 0 - 24 hours prior to any service, and/or Holidays:
  Full payment is charged for all services scheduled.
• More than 24 hours prior to any service, and/or Holiday:
  No charges will be billed.
• 1 week notice for Non-Holiday Overnight Cancellation:
  Full Payment due for less than 7 days notification of cancellation for non holiday overnight services. (We have a very high demand for overnights and have to turn away clients, with 7 days notice we can reschedule the sitter)
• 2 weeks notice for Overnight Cancellation:
  Full Payment due for less than two weeks notification of cancellation for holiday overnight services. (We have a very high demand for overnights and have to turn away clients, with 2 weeks notice we can reschedule the sitter)

Reservations are made to plan sitter availability to clients. Therefore, clients returning home early will be required to pay for the reserved amount of time scheduled, unless they have notified Case by Case according to the above Cancellation Schedule.

Deposits
A 50% deposit is required prior to the start of service for overnight stays, in-home dog boarding and any service package totaling $300 or more.

Holiday Rates
There is a 50% surcharge for services provided on major holidays (New Years Eve Day, New Years Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve Day, Christmas Day).

Dog Walking
All dogs walked must have a current pet license per King County Pet Laws. All dogs must be current on vaccinations and have a current rabies vaccination and tag. Clients are responsible for any fines a pet sitter incurs while walking a dog, if the dog does not have a current license. We do not walk dogs on flexi-leads for safety reasons, nor do we walk dogs off leash.

Notifying Us When You Return Home
When we take care of your pet while you are out of town, it is important to notify us when you return. Please contact us within six hours of returning home. If we don't hear from you and we cannot reach you, additional visits may be necessary to ensure the safety of your pet. These visits will be charged at one and one half times the normal rate.

Snow Policy for Pet Care While You Are Away

In the event of adverse weather conditions, Case by Case will make all reasonable attempts to reach and care for your pet. Pets on medication will have first priority, followed by dogs, then cats. We will leave extra food and water out when we do reach your pet in case we are not able to make it for the next scheduled visit.

Please be aware that due to road conditions we may be later in reaching your pets, but we will make every effort to reach and care for your pets. We will notify you if we are unable to reach your pet for the scheduled visit. Please note we do and have hiked in 3 miles to reach pets. However sometimes things are outside our control such as roads being closed and we are just not physically able to get into certain areas (ie, this year (2008) 520 was closed and no one was able to get into Redmond or out for most of the day). We will keep trying and will get to your pet as soon as possible.

Please keep in mind that your requested am or pm visits may need to be adjusted so we can service all the pets.

If we do have to hike in due to road conditions, there will be additional charges at the rate of $20 per hour. I will adjust the pricing according to what we have to do to reach your pets. Please be aware that we are out in often dangerous conditions to reach and care for your pets. Any additional time needed will be included in your daily report as well as itemized on your bill.

Specific Information about Pet Care While You Are Away

Pets on Medication

If we are unable to reach your pet at the scheduled time, we will call your emergency contact. If your emergency contact is not able to reach your pets we will reach them as soon as we possibly can. We will call you to advise you of our status. Pets on medication receive priority for obvious reasons.

Dogs - We will reach your dog as soon as we are able to and of course clean up any accidents. If we can’t reach your dog in a reasonable time we will call your emergency contact to see if they can reach your pet for a potty break at least until we can reach them.

(Note: So far this has only happened twice in the last 5 years) Just to give you an idea of the lengths we go to – during the snowfall of 2006 we hiked in to care for pets averaging 1.5 miles each way. We started at 4pm and continued until 11pm that evening under the worst of conditions. (This is one of the times we had to request an emergency contact to potty some dogs as we were not going to be able to get to them until after midnight). We extended our visits the next day when we could get to the dogs we had to request help with. Please realize that if we do have to miss a visit we will extend our visit when we do reach them.

Cats – We will reach your cat/s as soon as we possibly can. If for some reason we are not able to reach your cat for a scheduled visit, we will double the time the next day when we do reach them. We will ensure enough food and water for 2 days if we know a storm is coming in and conditions indicate that we may not be able to service your pet. If we are not able to reach them on the 2nd day we will call your emergency contact to see if they can.

(Note: This has never happened to date as we have always managed to get to them the next day if not on their scheduled day.) Yes we also hike in to care for cats.

Snow Policy for Regular Scheduled Walks

If you have to cancel any of your scheduled services please refer to the cancellation policy below to see what your charges will be.

• 0 - 24 hours prior to any service, and/or Holidays:
  Full payment is charged for all services scheduled.
• More than 24 hours prior to any service, and/or Holiday:
  No charges will be billed.
• 1 week notice for Non-Holiday Overnight Cancellation:
  Full Payment due for less than 7 days notification of cancellation for non holiday overnight services. (We have a very high demand for overnights and have to turn away clients, with 7 days notice we can reschedule the sitter)
• 2 weeks notice for Overnight Cancellation:
  Full Payment due for less than two weeks notification of cancellation for holiday overnight services. (We have a very high demand for overnights and have to turn away clients, with 2 weeks notice we can reschedule the sitter)

Reservations are made to plan sitter availability to clients. Therefore, clients returning home early will be required to pay for the reserved amount of time scheduled, unless they have notified Case by Case according to the above Cancellation Schedule.

See Policies and Procedures Manual.

View contract (pdf) between client and Case By Case Pet Services.

(This contract becomes effective for all Case By Case clients – past, present and future – as of April 1, 2006 and supercedes all other contracts.)