SERVICE AGREEMENT

Below are the terms of service, policies, and procedures of RubyRed's Pet Care, LLC.   If you have any questions, please do not hesitate to ask. We strive to provide top-quality care and experience to the pet and parents. We value our client relationships and continued trust.  

 

TERMS OF SERVICE

RubyRed's Pet Care, LLC agrees to provide pet sitting, dog walking, and other applicable pet care services in a reliable, caring, and trustworthy manner. In consideration of the services and as an express condition thereof, the client expressly waives and releases RubyRed's Pet Care, LLC from all claims against the company, its owners, employees, and representatives, except those arising from negligence or willful misconduct on the part of RubyRed's Pet Care, LLC.

 

​RubyRed's Pet Care, LLC reserves the right to refuse service to any client at any time.

 

Client agrees to notify RubyRed's Pet Care, LLC of any concerns within 24 hours of completion of services. The client agrees to pay all charges accrued for services rendered. The client understands that payment is due at or before the time of the commencement of services unless explicitly agreed upon supplementary payment terms.

 

The client is responsible for supplying the necessary equipment and supplies needed for the care of their pet(s), including, but not limited to, a sturdy, well-fit harness or collar and leash for walks or, in case of emergencies, pet food, medications, identification tags, litter boxes, cat litter, and cleaning supplies.

The client authorizes any purchase necessary for the satisfactory performance of duties. Costs of all purchases and related service fees will be reimbursed to RubyRed's Pet Care, LLC when invoices are due.

 

SERVICE HOURS ­­

​Office hours: Monday – Friday from 8 AM – 5 PM

Pet care service hours: Seven days a week

 

RESERVATIONS 

​Our pack leaders' schedules are logistically planned a week ahead. Submitting a request at 10 PM for the next day will not be seen until after 8 AM the next business day. We will do our best to accommodate last-minute requests; however, we may not be able to honor your requested time.

Please allow at least three business days' notice for essential services such as Dog Walks and Drop-in Visits.

 

When to submit a request:

• For a Wednesday appointment, submit your request by Monday before 5 PM.

• For a weekend appointment, submit your request by Wednesday before 5 PM.

 

To use our Online Scheduling Service:

1. ​Log in to your account from our Client Web Portal or mobile app. You can log in through our website at www.rubyredspetcare.com. If you need your username or password reset, just let us know, but please do not create a new profile if you've used our services before.

2. Text Us! The text line is (803) 200-2181. Send us a message, and we'll book your services and email your confirmation.

3. Email Us! Email us at rubyredspetcare@gmail.com, and we'll schedule your services and email your confirmation.

4. Call Us! Call (803) 200-2181, and we'll book your services and email your confirmation. If we don't answer, we're probably picking up poo.  Leave us a message, and we will contact you ASAP!

 

**Please do not message us on our Social Media accounts for services.  

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Services are scheduled in 3-hour timeframes starting from 7 AM to 7 PM (6:30 PM being the last appointment.) For example, a mid-day walk may be scheduled between 11 AM – 2 PM.   This allows for every pet to be logistically serviced.  Unfortunately, not every pup can get walked right at noon.

If you need a service during non-business hours (any time between 7:00 PM - 10 PM), a $10 fee will be added to the service. We do not service late at night to keep our pack leaders safe.

 

PRICING

​The most up-to-date fee schedule can be found on our website anytime by visiting https://www.rubyredspetcare.com/services. Rates are subject to change without notice.

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PAYMENT PROCEDURES 

RubyRed's Pet Care, LLC accepts all major credit cards: no cash or checks.  People forget to grab some money, and checks are unreliable. Charges are completed every Tuesday morning for any services provided the week prior, Monday through Sunday.

 

If any appointment is extended after the appointment has already begun, the credit card on file will be charged when visits are added.

 

A $25.00 late fee may be added to your invoice for late payments. (Please don't make us do it.)

Tips are always appreciated! Our hard-working pack leaders keep 100% of their tips. If you'd like to leave a tip, you can do so in cash, PayPal, Venmo, Cash App, or Zelle, or include it with the invoice via credit card.

 

CANCELLATIONS

​Life happens, and plans change.  We will do our best to remain as flexible as possible for you and strive to give our clients their desired times.  Holidays are our highest peak times! We want to take care of all the fur babies, and to do so; please be mindful of our pack leaders and other clients when changing plans during the holidays.  A late cancellation is a missed opportunity for another pet. Let's play nice together and do our best to follow our cancellation policy.

 

Non-holiday –

A 24-hour notice is required to cancel services. A 50% refund is available for the first seven canceled calendar days from the cancellation request date. A 100% refund is available for any additional days. 

 

Holidays –

A full refund is available if canceled seven (7) days before the service begins (EDT/EST). If canceled later than seven (7) days before the service starts, a 50% refund is available for the first seven canceled calendar days from the cancellation request date. A 100% refund is available for any additional days.

  

REFUNDS

• ​Clients who cancel service per our cancellation policy will receive their refund or may opt to receive credit to their account for future reservations. Credits given will be held on account for six months. After six months, the credit will no longer be available.

• No credits or refunds shall be issued due to the client's late departure or early return.

 

SURCHARGE AND EXTRA FEES POLICY

• ​Our first Meet n Greet sessions are complimentary and are an excellent opportunity to discuss your pet care needs and learn more about our company and the pawsome services we offer our fur babies. Any new information about your pets or home can be updated on your account profile; however, if you require an additional visit, a 30-minute visit can be scheduled with a $25 fee plus $15 for every 15 additional minutes.

• Due to unpredictable traffic, our pack leaders have a 30-minute window to arrive at the requested time.

• RubyRed's Pet Care, LLC reserves the right to charge $25.00 per half hour or any portion thereof for additional time spent over the allotted time of the visit necessary for the care of the client's pet(s) and home. This includes service and time for the following but is not limited to overly soiled pet areas, all veterinary trips; pet illness; excessive clean-up resulting from pet incontinence, accidents, or frequent vomiting; complications administering medications; obtaining pet food, medicine, or supplies; wait time for emergency home repair; search for pet(s) that escaped confinement or leash, pet refusing to return to their confinement areas such as their crate, kennel, room, etc.

• The client is responsible for all expenses incurred, such as purchasing supplies, pet food, or veterinarian bills accrued in their absence, and must reimburse RubyRed's Pet Care, LLC upon return.

• Pets with extremely sharp nails pose a danger and health risk to themselves, other pets, and the pack leaders. A $25 fee per instance will be charged if our pack leaders incur injuries due to your pet's sharp nails.

 

 

INCLEMENT WEATHER 

• ​Although all reasonable efforts will be made to provide the agreed-upon services, inclement weather (e.g., snow, ice, floods, etc.), national emergencies, acts of God, or other circumstances beyond our control may delay or prevent the pack leader's visit(s).  In such a case, the client and the emergency contact person will be notified so that other arrangements can be made, if necessary.

• To ensure the safety of our pack leaders and the community, we initiate our Inclement Weather Plan when localities close schools due to potentially dangerous weather conditions. When prompted, we announce our Inclement Weather Plan for that day and specific weather concerns on our social media, website pages, and via email. During inclement weather, our midday dog walking services may be canceled, and our pet-sitting service schedules may be altered.

• We ask that all clients provide us with an inclement weather emergency contact to care for their pets if we cannot access your home. Your emergency contact should be able to walk to your house and have working keys for entry. All visits that are canceled because of inclement weather are credited to your account for use toward future services.

• We also ask that you consider your pet pack leader's safety by clearing steps and walkways of ice, snow, and debris and designating a neighbor to do so when traveling. Your pack leader can shorten exercise time during heavy rainfall, lightning, thunderstorms, extreme heat, or cold.  In such cases, exercise time will replace indoor playtime and TLC.

 

HOME ACCESS

​There are several ways you can provide access to your home.

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Lockbox with key (the most preferred method) –

• ​A lock box with your house key (please test to make sure it works) must be accessible to the pack leader in the front of the home. Ensure it is in a place we can access easily during bad weather and dark hours. Regardless of whether we have a keypad, garage code, e-key, etc., a key must be available in case one of the electronic entrances fails.

• We have available lock boxes for purchase at $25 per lock box.

 

A Key Copy –

• ​You may provide 1 or 2 keys to be kept and managed by RubyRed's Pet Care, LLC.  One key will be with the assigned pack leader; the second key (if provided) will be secured in a locked box at our office.

• If you prefer not to allow us to keep a copy of the key, we may leave the key in the manner of your choosing.  However, the client releases RubyRed's Pet Care, LLC, from all liabilities, responsibilities, and claims related to any incidents that may occur.   It's risky to leave it under a mat, and anyone can grab it after the pack leader goes, but we'll do it, and you assume all the risks and liabilities.  

• Should keys become unusable, the lock malfunction, the client fails to leave a key, or for any other reasons beyond the pack leader's control, RubyRed's Pet Care, LLC has the authorization to employ the services of a locksmith to gain entry to a client's home on client's behalf.  The client will be responsible for all expenses incurred and reimburse RubyRed's Pet Care, LLC, with the credit card on file.

• Keys may be left with a full-time concierge; however, the length of the visit will be affected by how long it takes for the concierge to provide the pet pack leader access to the home.

• The keys will be kept on file for future services.

• A $15 service charge will be added for keys to be dropped off at the end of services or picked up for subsequent appointments. Or, clients may drop off and pick up keys at a location convenient to the pack leader.

• If the account is inactive for longer than one year, RubyRed's Pet Care, LLC, may destroy all keys and entry devices associated with that account.

 

Gate Access –

• ​If you live in a gated community, you must provide a gate card remote or appropriate access codes. No exceptions unless the community doesn't allow them. We will not access your apartment/condo via a leasing office or by following someone through the gate. It makes us look like creepers.

 

House Alarms –

• ​If you keep your alarms active during our visits, we must have the alarm codes, password, alarm company name, and phone number in our secure online reservation system. We will not be responsible for any false alarms if we do not have this information in our system. Alarms must be in good working condition with no numbers sticking or not working correctly. We would look like creepers!

• If alarm information changes at any time, the client must update the information directly in the online profile or contact RubyRed's Pet Care, LLC office with the information.

 

Parking –

• ​The client is responsible for providing reasonable parking options/access for pack leaders to provide services. When parking is unavailable on or near the property, RubyRed's Pet Care, LLC reserves the right to charge for additional time and cost of paid parking required to secure parking and walk to the client's property.

 

Other Visitors –

• ​The client must inform RubyRed's Pet Care, LLC, if anyone else will have access to your home during our service period, i.e., house cleaners, realtors, repairers, friends/family, etc. Please inform them that we will be there as well.

• Please be aware that shared entry will waive our liability insurance and bonding for your home and pets. RubyRed's Pet Care, LLC, shall not be held liable for any damages or loss incurred to your house or pets during any pet sitting schedule where someone other than RubyRed's Pet Care, LLC has access to your home.

• The liability waiver does not apply to the client's emergency contact(s), as named in the client's profile as having a key to the client's home, with the understanding that said contact(s) will not be entering the client's home during the entire term RubyRed's Pet Care, LLC's visit schedule, unless called to the client's home, by a RubyRed's Pet Care, LLC representative, in the event of an emergency.

 

CLIENT/PET INFORMATION

• ​A client is responsible for updating their client information, including emergency contact information and pet details, including veterinarian information and feeding instructions. Pack leaders will follow these detailed instructions to provide the best care to your pets.

• If you need your username or password reset, please let us know. Do not create a brand-new profile.

 

VACCINATIONS 

​For your pet's and others' safety, pets must have current vaccinations.  Should the pack leader be bitten or otherwise exposed to any disease or ailment received from the client's animal, the client will be responsible for paying all medical costs and damages incurred by the victim.  The client attests that all licenses and vaccinations required by the State of South Carolina and the city and/or county in which they reside are current according to law. Clients may add their pet(s) medical records and/or current vaccination certificates to their client portal profile by emailing these documents to rubyredspetcare@gmail.com.

 

VETERINARY AND EMERGENCY CARE

• ​If a pet becomes ill while under the care of RubyRed's Pet Care, LLC, every attempt will be made to contact the client immediately and directly. If the client is unreachable, the client authorizes the representative of RubyRed's Pet Care, LLC, to transport the pet(s) to the veterinarian the client has listed on file.

• If veterinary care is required outside the veterinarian's office hours, the client authorizes RubyRed's Pet Care, LLC, to transport pet(s) to the closest emergency veterinarian. The client authorizes the representative of RubyRed's Pet Care, LLC, to approve any emergency treatment recommended by the veterinarian up to the dollar amount the client specified in their client profile.

• The client agrees to pay for all charges incurred by a) keeping their credit card on file with their veterinarian or b) reimbursing RubyRed's Pet Care, LLC, immediately upon returning home. The client acknowledges a fee of $50.00, which covers round-trip emergency transportation to the veterinarian, staying with your pet(s) during any examinations, and waiting for tests, as needed.

• The client releases RubyRed's Pet Care, LLC, from all transportation, treatment, and expense liabilities.

 

JOB SHARING

• ​To maintain the integrity and quality of care we provide for all our clients, RubyRed's Pet Care, LLC does not job share pet sitting and dog walking services. This includes paid as well as non-paid caregivers.

• Client acknowledges that when they hire RubyRed's Pet Care, LLC to care for their pets, ONLY RubyRed's Pet Care, LLC will be caring for their pets during scheduled service dates and that any friends, neighbors, relatives, etc., will not be sharing pet care responsibilities with RubyRed's Pet Care, LLC.

• Scheduled service dates are considered the entirety of the visit schedule, from the first visit on the first day until the last visit on the previous day.  If another person(s) is in the home at any point during your time away, ALL terms and conditions will be terminated, the remainder of visits canceled, and NO REFUNDS will be given.

• If there are special circumstances, these must be discussed before RubyRed's Pet Care, LLC takes the assignment. RubyRed's Pet Care, LLC, reserves the right to discontinue services if the pack leader is uncomfortable sharing.

 

OTHER TERMS AND CONDITIONS

• ​Due to the extreme unpredictability of animals, RubyRed's Pet Care, LLC, and pack leaders cannot be held responsible for any unusual mishaps (i.e., pet's refusal to take medication, escaping from the yard, biting, eating, or destroying household items, damage to inside/outside of the home, personal injury/accidental death).  If the client requests pet(s) to have outside access, the client releases RubyRed's Pet Care, LLC, and pack leaders from all liability for loss, injury, or death to pet(s).  The client is liable for injury or damage to Third Parties and their pets.

• The client authorizes RubyRed's Pet Care, LLC, and pack leaders to take photos and videos of the client's pets for their file and business social media accounts and website.  All images and videos taken are the property of RubyRed's Pet Care, LLC.

• Visit times are approximate and subject to change based on the needs of all pets under the pack leader's care.  The pack leader is entrusted to use the best judgment in caring for pet(s) and home in an emergency, inclement weather, or natural disaster. RubyRed's Pet Care, LLC, and pack leaders will be held harmless for consequences related to such decisions.

• In the event of injury or illness of your pack leader or other emergency circumstances where duties cannot be performed, the client authorizes RubyRed's Pet Care, LLC, to arrange for a backup pack leader to take over duties as outlined in this agreement. The alternate pack leader will be provided access to the home to perform pet care.

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PET TAXI SERVICE

• ​The client agrees that each pet must be healthy and current on vaccinations, de-wormings, and flea prevention before transportation.

• In the case of a medical emergency during transit, we will make every effort to contact you; however, we request your permission to take your pet to a veterinarian if needed. The client agrees to give us consent to seek veterinary care for your animal should necessary and agrees to be responsible for all costs associated with that treatment.

• RubyRed's Pet Care, LLC agrees to exercise due and reasonable care while transporting said animals and ensure that the animals are regularly watered and fed correctly and safely housed. Animals will be transported by RubyRed's Pet Care, LLC, without liability for loss or damage from any unavoidable cause (including sickness or death due to illness or disease).

• The client agrees to give us consent to seek treatment for your animal and agrees to be responsible for all costs associated with that treatment. We will not be held responsible if your pet gets sick or dies due to illness or disease.

• All dogs/cats must be at least eight weeks of age to be transported. We expect all dogs (except puppies) to be lead-trained so they can be safely walked. We will not transport an aggressive or unhealthy animal.

• The client acknowledges that the transporter cannot be held at fault for travel delays beyond our control, such as traffic, weather, or other circumstances.  We try to give you an anticipated schedule but cannot guarantee an exact date or time at the origin or destination. We will contact you before pickup and delivery to narrow down the time frame as we get close to you.

 

CANCELLATION OF AGREEMENT

RubyRed's Pet Care, LLC reserves the right to terminate this agreement at any time before or during its term if the pet pack leader determines that the client's pet or client's home poses a danger to the health or safety of themself or others.  If concerns prohibit the pet pack leader from caring for the pet, the client authorizes the pet to be placed in a kennel with all charges to be charged to the client. 

 

BONDING & INSURANCE

​RubyRed's Pet Care, LLC, and all its contractors are fully insured through Pet Care Insurance, Administered by Veracity Insurance Solutions, UT, and underwritten by Lloyd's London. We are insured for the care, custody, and control of your pets, and our policy includes a surety bond, which covers any damage to personal property.

 

NOTE: We do not disclose your information to any third party unless you approve. Only the pack leader providing your service and the office can access your information. Your privacy and protecting your information are extremely important to us, and we take all aspects of this very seriously.