Account :: Trusty Tails Pet Care

"I've been using Trusty tails for several years now and they are the best, so easy to schedule, reliable and most importantly I feel confident my pet is being properly taken care of!" - Brooke B.

Trusty Tails clients enjoy 24/7 access to our online portal, can view schedules, request services, update info, review billing history, check out pet photos and staff journals and more! Fill out the form below to create your Trusty Tails Pet Care account.
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Policy Agreement

TRUSTY TAILS PET CARE TERMS & CONDITIONS
Thank you for choosing Trusty Tails Pet Care for all your pet care needs.  

Following, please find our company terms and conditions that relate to providing the best care possible for your pets. We ask that you review them thoroughly before booking services to become familiar with our company policies and contract.
 
In acknowledging and accepting our terms, you agree to all of the following:

HQ Mailing Address
155 4th Street
Hoboken, NJ 07030
 
Office Main Number: 201-446-1559
Email: bark@trustytails.com
Website: trustytails.com
 
Office Hours
Monday – Friday 9:30 AM to 5 PM
Saturday – CLOSED
Sunday – CLOSED

TTPC is at your service 365 days per year for your pet care needs.  

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OFFICE COMMUNICATION

Clients are welcome to contact the Trusty Tails Pet Care (“TTPC”) office anytime during office hours, by phone, or text. Calls, emails, and texts will be returned within 24 hours from the time received. Should a call, email or text be received after office hours, a representative will respond on the next business day unless it's an emergency, we will contact you as soon as possible.

Voicemails/Emails are checked and responded to infrequently after hours and on Saturdays and Sundays.
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PET SITTER / DOG WALKER COMMUNICATION
-Pet Sitters and Dog Walkers are NOT allowed to give clients their personal cell phone numbers or email addresses. ALL communication must go through the TTPC main office and client portal scheduling system mandated by our insurance policy. Any violations of this policy will result in the immediate termination of ALL insurance coverage for services for the client.

-Clients may ONLY communicate with TTPC Pet Sitters and Dog Walkers through the client portal.  TTPC's client portal allows for leaving instructions in the pet profiles, daily notes on the schedule, and messaging back and forth between client and Dog Walker and Pet Sitter.
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NEW CLIENT REGISTRATION, MEET & GREET
-The purpose of the Meet & Greet is to get to know each other and make sure we are a right fit.  TTPC does not not require a Meet & Greet so long as you are confident your pets will be happy to see us when we arrive.   During our initial Meet & Greet, in addition to meeting you and your pet(s), TTPC will discuss the online profile you created prior to us meeting.  

-There is a $35 registration fee for all new clients at the time of the consultation.  This fee covers the client's portal maintenance and upkeep and initial Meet and Greet.

-If a client requires a second meet and greet prior to the start date of service (for the sitter to become reacquainted with the pets, for us to learn new medical routines, etc.) a $25 fee per meet and greet will be charged. 
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HOME ACCESS & KEY POLICY
-In signing this agreement, you explicitly authorize TTPC employees to enter your property for the purpose of providing the services described in our agreement.

-Please make sure your keys are on file  with TPPC at least 24-48 hours in advance of your first scheduled visit or walk.

Required: Access to TWO (2) Sets of Keys
-TTPC requires two (2) working sets of keys to your home. One set of keys is provided to the walker/sitter. The second set of keys is kept on file as a backup for emergencies or provided to your backup walker/sitter when necessary.
-Please try them as they're not always cut perfectly at locksmith) at initial key pickup in order to avoid a charge for an extra visit.

Doorman / 24-Hour Concierge:
-If you have a doorman, your regular walker/sitter would be grateful if you provide TTPC with one (1) set to save time waiting for the dorman and one (1) set to be left at the front desk.  Otherwise, please leave two (2) sets with the doorman. 

Lock Box:
-You may use a lock box with two (2) sets of keys in the box and notes in your profile  with TPPC of the location and codes to access the lock box.

When Access to Two (2) Working Sets of Keys Is Not Provided:
-TTPC does not and cannot guarantee service for your pets.  
-Client is responsible for all fees associated with emergency key retrieval and care for their pet during lockout (including but not limited to walks, daycare, boarding, Uber/taxi rides, staff's time).
-If TTPC cuts a 2nd set for you, the fee is $25.00 plus cost of keys.  

Key Return:
-Key pickup is available at the office and scheduled on request via appointment only at no charge to you.
-TTPC does not mail keys for security reasons unless via registered mail at the client's expense. In the event TTPC must pick up/dropoff keys to/from client residence, the client will be billed a walk/visit and staff will be paid accordingly for their time in doing such.

Inactive Accounts:
-After one year of inactivity on an account, keys are destroyed. 
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PAYMENT OPTIONS
- TTPC requires a major credit card or debit card to be kept on file in our secure online portal.  TTPC accepts Mastercard and Visa.  

- All payments are due prior to service to secure your reservation. Ongoing schedules are invoiced Sunday evening for future 7 days.   All other services are invoiced on the date of confirmation and due upon receipt of the invoice.  Late Payment Fee of $25 and 1.5% per month will be applied to all invoices five (5) days past the due date. 
We DO NOT accept personal checks or cash as payment.
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CREDITS & REFUND POLICY
-All prepaid services cancelled in accordance with our cancellation policy will be credited to an account for use toward future services up to one year from the date of cancellation.  Trusty Tails will only issue a refund in the event of a death, illness or injury of a pet that prevents the pet from the benefit of the service. Proof from a veterinarian is required.
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SCHEDULING & CONFIRMATIONS
-To ensure accuracy, all your pet(s)' scheduling and cancellation needs should be entered through your online account. The more notice you provide us, the better, so we can ensure we have availability.

-You will receive an email confirmation once your schedule requests are assigned with a sitter and approved by the manager. This confirms you are all set on our schedule. Confirmation emails are sent daily at 8:00 PM for all appointments that were approved that day. You may also always check your account to view approved visits within the schedule.
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BOOKING & CANCELLATION POLICY
-Trusty Tails Pet Care understands sometimes you will need to cancel service because life just happens.  We also understand that nobody likes to pay for something that they did not use.  However, TTPC employs a wonderfully dedicated team to love and care for your pets and will be there during the time slot you scheduled us.  In order to keep our team happy and productive and ensure our office is running most effectively, sometimes you must pay a short-notice cancellation.  TTPC has implemented the following cancellation policy:  

-We're here to help! And happy to accommodate when we can, however, we cannot always guarantee availability for last minute requests. We will gladly do our best to check with our sitters for you and let you know in a timely fashion. There is a $5 surcharge for all reservations booked within 24-hours of the scheduled service.
-If you need to cancel, you must either cancel through the client portal, email or call the office.  Our pet sitters and dog walkers cannot accept changes, cancellations, or additions to services.

-24-hour notice is required for cancellation of visits to avoid being charged the full service for the 24-hour period.  If 24 hours of notice is provided, a credit for the service will apply to your account toward a future service and 48-hour for holidays.

-In-Your-Home-Overnight Services:  Cancellations with less than seven (7) days notice will be charged 50% of the total fee.  Should client return early from vacation, full services scheduled is charged. 

-If your pet is not home during your scheduled appointment or we are sent away at the time of our arrival, the full-service charge will incur.
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MINIMUM NUMBER OF VISITS REQUIRED
-Though we recommend three daily visits for dogs, we will perform a minimum of one visit every 12 hours for dogs and one visit every 48 hours for cats. No exceptions will be made. This is for the health and well-being of your pets, and the safety of your home.
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HOLIDAY POLICY
-TTPC staff are away from their family and friends on holidays so you can be with yours.  There is a $20.00 per visit surcharge for any services we render at your home on holidays.  

-TTPC Holidays include dates typically have less staff availability.  We do not charge for all Federal Holidays.  TTPC Holiday List:
New Year's Day
Easter Sunday
Mother's Day
Memorial Day
Independence Day
Father's Day
Labor Day
Thanksgiving Day
Thanksgiving Day Friday
Christmas Eve
Christmas Day
New Year's Eve
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SURCHARGE POLICY
-Surcharges Will Apply To:  Holidays, evenings after 5pm, mornings prior to 9am, last minute requests, additional 15 Minutes, additional 30 minutes, additional 60 minutes.   NO Surcharges: For feeding animals, giving medication, insulin injections, watering plants, flushing toilets, turning lights on/off, checking mail, changing litter, taking out the garbage.
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PET PHOTO RELEASE
-TPPC loves to showcase the client's pets on the company website, marketing materials, and social media (Facebook, Instagram, Google+, Pinterest, and Twitter).  We ask all clients for permission to take and use their pet's photos in all of the above-mentioned mediums, and/or other social media, web-based or print medium. Photographs will not be sold or used for any type of advertisement or promotion without the express written consent of the pet owners.
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FOOD/MEDICATION/LITTER, ETC., REPLACEMENT:
-TTPC asks that clients keep extra food, medication, litter, etc., on hand when they travel. Should supplies run out while Miami Pet Concierge is providing services, TTPC will automatically replace the items and apply the total cost of the replacement items, and a shopping charge of $25 to the client's final bill.
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TRUSTY TAILS PET CARE REQUIRES PROOF OF ALL PET VACCINATIONS PRIOR TO BEGINNING SERVICES
-The following are the vaccines ALL pets must have up to date:
Dogs: Rabies, Bordetella, DA2PP (Distemper)
Cats: Rabies & Feline Leukemia

-Failure to maintain up-to-date vaccination records during any scheduled services could result in the immediate cancellation of all scheduled services until proof of current vaccination is provided.
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ANIMAL HEALTH
The Customer certifies that his/her pet(s) are in good health and has/have not been ill with any communicable disease in the last 30 (thirty) days. The customer also certifies that his/her pet(s) has/have received his and/or her vaccinations, as cited in policy, including but not limited to (Rabies, Bordetella, and DHLPP for dogs and Rabies & Feline Leukemia & for cats) and that they are up to date.
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URGENT ANIMAL CARE
-In case of an illness or injury that TTPC believes to threaten clients pet(s) lives or quality of life, TTPC will make every reasonable attempt to secure prompt treatment for clients pet(s). Client authorizes TTPC to authorize emergency first aid and/or medical surgical treatment to clients pet(s) at a veterinary clinic of TTPC's choice during the service period, and client agrees to be solely responsible for all expenses incurred resulting from such effort, even if unsuccessful, up to the limits designated in writing, or if not available, at TTPC‘s discretion. Due to the nature and urgency of some pet(s) health emergencies, where time is of the essence, there may not be time to consult with client and/or client specified emergency contact(s) when TTPC considers it is safe and/or appropriate to do so.
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EMERGENCY TRANSPORTATION TO EMERGENCY VET:
Should a medical emergency occur while TTPC is caring for a client's pet, TTPC will do everything possible to stabilize and transport the animal to the nearest emergency hospital, should the client's regular veterinarian be closed. If the client has a preference for a particular emergency vet, please let TTPC know during our initial consultation, pet profile, and/or prior to the first date of travel.

TTPC will make every attempt to contact the client prior to bringing the clients pet to the emergency vet, however, if TTPC cannot reach a client, the client's pet will be taken for immediate treatment. All medical bills and costs associated with the emergency treatment will be the responsibility of the client. The client will be charged the hourly pet sit rate for a TTPC employee to remain with the animal until the client arrives or the animal is admitted to staying in the hospital. If transportation to/from the vet/hospital is required during this process, the client will incur charge back for costs associated transportation via Uber or taxi.
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MISCELLANEOUS
-The customer is to provide all the food, medications, and equipment necessary for the job, including but not limited to tags, collars, leashes, harnesses, treats, kitty litter, and all other pet(s) items relating to service(s). All costs associated with these services will be paid by the Customer and will be due as stated in the above Client Policies. The Customer further agrees to reimburse TTPC for any and all of the pets' veterinary or other costs and agrees to give TTPC full discretion to determine when and if veterinary care may be necessary for the pet(s) while they are in TTPC's custody or care, should the owner not be reachable.
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ANIMAL BEHAVIOR
-The Customer assumes full responsibility for the pet(s) behavior during and after the service(s) assignment(s) and agrees to indemnify and hold TTPC harmless for any and all damages the pets may cause while in TTPC's custody and care whether or not those damages are caused in whole or in part by Trusty Tails Pet Care. The Customer further agrees to pay all expenses incurred by Trusty Tails Pet Care in company's protection and enforcement of the company's legal rights under this agreement, including but not limited to costs and reasonable attorney fees.

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This agreement represents the only agreement between the Customer, and TTPC and the Customer acknowledges that it has received no oral representations that are not reflected in this Agreement. I have read and fully understand, and agree to the above contract terms. I also agree that I have read Trusty Tails Pet Care's Policies describing the specifics corresponding to the service(s) I have requested.
By clicking "Submit" you are confirming your acceptance of these policies.