POLICIES & PROCEDURES



Thank you for choosing Aunt Kat’s Pet Care. We appreciate the opportunity to care for your pets and understand the trust you place in us each time you leave them in our care. Our goal is to provide dependable, compassionate, and professional pet care while giving you peace of mind that your pets and home are being cared for responsibly.


These Policies and Procedures have been established to help ensure clear communication and mutual understanding between Aunt Kat’s Pet Care and our clients. They are also intended to provide guidance for our staff so that every client receives the same high standard of service.


Throughout this document, the terms "Aunt Kat’s Pet Care," "we," "our," and "us" refer to Aunt Kat’s Pet Care. The terms "client," "customer," "owner," and "you" refer to the individual(s) requesting our services.



INITIAL CONSULTATION (MEET-AND-GREET)


An initial in-home consultation (also referred to as a Meet-and-Greet) is required before Aunt Kat’s Pet Care can accept any new reservations or begin providing services.


This complimentary appointment allows us to become acquainted with you, your pet(s), and your home while gathering the information necessary to provide safe, reliable, and individualized care.


During the consultation, we will:


·      Meet you and your pet(s).

·      Review all completed client forms and required documentation.

·      Review these Policies and Procedures and answer any questions.

·      Discuss your pet's daily routine, feeding schedule, medications, exercise requirements, and any special instructions.

·      Tour the areas of your home that we will need to access while caring for your pet(s).

·      Obtain working keys, alarm information, garage codes, gate codes, or other necessary access information.

·      Review emergency contact information and veterinary information.

·      Discuss services, fees, scheduling procedures, and payment requirements.


Please allow approximately 20–30 minutes for this appointment.

To make the consultation as productive as possible, we ask that all required paperwork be completed before our visit. We will review everything together and make any necessary changes during the appointment.

 

Please be advised that the initial consultation is provided at no charge if services are booked within 30 days of the scheduled visit. If services are not scheduled within that time frame(or service arrangements made during that time), the consultation will be billed at the current standard visit(30-minute) rate. Future services will not be booked or performed until your account is current.


Additional consultation visits may be required whenever significant changes occur, including but not limited to:

·      Moving to a new residence.

·      Adding a new pet.

·      Changes in your pet's routine or medical condition.

·      Changes to home access procedures.

·      Behavioral concerns.

·      Any other situation requiring an updated in-home review.


Additional consultations are billed at the current standard(30-minute) visit rate.



SCHEDULING AND VISIT TIME FRAMES


Reservations are accepted on a first-come, first-served basis. While Aunt Kat’s Pet Care makes every effort to accommodate all requests, availability cannot be guaranteed, particularly during holidays and during other high-demand travel periods.


Clients are encouraged to schedule services as far in advance as possible.

Because every household and every pet is different, Aunt Kat’s Pet Care schedules visits using time frames rather than exact appointment times.

Unlike appointments at a doctor's office or salon, pet care visits can occasionally require additional time due to unexpected situations such as:

·      Medical concerns.

·      Accidents in the home.

·      Weather conditions.

·      Traffic delays.

·      Behavioral issues.

·      Emergencies


For this reason, we cannot guarantee an exact arrival time. We will never shorten a visit simply to remain on schedule, especially if doing so would compromise the health, safety, or well-being of your pet.


Our typical visit time frames are:

Morning: 8:00 a.m. – 10:00 a.m.

Midday: 11:30 a.m. – 2:00 p.m.

Afternoon: 2:30 p.m. – 4:30 p.m.

Early Evening: 4:30 p.m. – 6:30 p.m.


Visits requested outside of these time frames may be available only with prior approval and may be subject to an additional fee.


Normal business hours are:

Monday through Friday, 8:00 a.m. to 5:00 p.m.

Administrative services, including scheduling, telephone/text calls, email correspondence, invoicing, and general business matters, are typically handled during normal business hours.



RESERVATIONS


New Clients

Before any services at your home can be scheduled, all new clients must:

·      Complete the initial consultation visit.

·      Complete all required client forms.

·      Provide emergency contact information.

·      Provide veterinary information.

·      Provide all necessary keys, codes, or access information.

·      Have an account in good standing.

 

Existing Clients


Existing clients may request services by telephone, text message, or email.


Once your request has been received and availability has been confirmed, Aunt Kat’s Pet Care will send you a Confirmation/Invoice acknowledging that your reservation has been accepted and scheduled.


Your reservation is not considered confirmed until you receive your Confirmation/Invoice.

If you do not receive a Confirmation/Invoice within 2–3 business days, please contact us. Sometimes technical glitches or human error can result in lost emails, text messages, or voicemail messages. 


We would much rather hear from you twice than discover that your reservation request was never received!


Please note: Text messaging is generally the fastest method of communication, although we make every effort to review voicemail and email messages each business day.



INCLEMENT WEATHER AND EMERGENCY CONDITIONS


The safety and well-being of your pets, our staff, and the general public are our highest priorities.


Aunt Kat’s Pet Care will make every reasonable effort to provide scheduled services during inclement weather. However, severe weather conditions or other emergencies beyond our control may require temporary adjustments to visit times or service schedules.


Examples include, but are not limited to:

·      Snowstorms and ice storms

·      Flooding

·      Fallen trees or power lines

·      Road closures

·      Extended power outages

·      Government travel advisories or restrictions

·      Other hazardous conditions affecting safe travel


If weather or emergency conditions prevent us from safely reaching your home, Aunt Kat’s Pet Care will make every reasonable effort to contact you and, if necessary, your designated emergency contact.


When conditions improve, services will resume as soon as it is safe to do so.

While every effort will be made to maintain your pet's normal routine, clients understand that unforeseen emergencies may occasionally require slight adjustments to visit times.



EMERGENCY CONTACT


Each client is required to designate at least one emergency contact who is authorized to make decisions regarding the care of the client's pet(s) if the client cannot be reached.


The emergency contact should:

·      Live within a reasonable distance of the client's home whenever possible.

·      Have access to the home.

·      Be familiar with the pet(s).

·      Be willing and able to assist if an emergency arises.


If we are unable to reach the client directly with any concerns, this is the person that we will contact. 


Some possible reasons for contacting this person would include, but is not limited to:

·      Weather or road conditions prevent timely access to the home.

·      A home-related emergency occurs.

·      Veterinary treatment is required and immediate decisions must be made.

·      Any other circumstance arises in which assistance is necessary to ensure the health and safety of the pet(s) and/or the home.


It is the client's responsibility to notify Aunt Kat’s Pet Care whenever emergency contact information changes.



ACCESS TO YOUR HOME


Reliable access to your home is essential to providing uninterrupted pet care.

Clients are responsible for ensuring that Aunt Kat’s Pet Care has safe and reliable access to the residence for the entire service period.


Clients should notify Aunt Kat’s Pet Care in advance of any changes involving:

·      Door locks/keys

·      Alarm systems

·      Security cameras

·      Garage or gate access

·      Keypad or smart lock codes

·      Home renovations or restricted access areas


If access instructions change after services have been scheduled, updated information should be provided before the first scheduled visit.


If Aunt Kat’s Pet Care is unable to enter the home because access information is incorrect, access devices malfunction, keys are changed and/or unavailable, or another circumstance prevents entry, every reasonable effort will be made to contact the client.


Any additional time or travel required to obtain access may result in additional charges as outlined in the current Fee Schedule.



KEYS


Clients are encouraged to provide Aunt Kat’s Pet Care with at least two working keys whenever practical.


Keys will be securely stored and identified using a coding system designed to protect client privacy. Client names, addresses, or other personally identifying information will not be displayed on key tags.


If keys are returned following the completion of services clients are responsible for arranging a mutually convenient time for key exchange. There may be an additional fee as well.


Should a locksmith become necessary because of malfunctioning locks, incorrect keys, or other circumstances beyond the control of Aunt Kat’s Pet Care, the client agrees to be responsible for all associated costs.


If Aunt Kat’s Pet Care retains keys between service periods, clients are responsible for notifying us whenever locks are changed or replaced and new keys should be provided before the next scheduled service period.

UPDATE(2025): We are no longer retaining keys for new clients. Instead, we suggest that clients use realtor lock boxes and provide us with the location and code to access keys or use a secure location that we are made aware of. Aunt Kat’s Pet Care is NOT RESPONSIBLE for any keys left in unsecured locations or on the premises. Keys will be returned to this location at the end of each visit.



HOME SECURITY


For the safety of your pets and the security of your home, Aunt Kat’s Pet Care will make every reasonable effort to leave your home in the same secure condition in which it was found.


Unless instructed otherwise, we will:

·      Lock exterior doors.

·      Close and secure windows that were closed upon arrival.

·      Activate alarm systems according to the client's written instructions.

·      Turn off interior lights not designated to remain on.

·      Follow any additional written security instructions provided by the client.


Clients are responsible for providing clear written instructions regarding alarm systems, smart home devices, security procedures, and any special requirements related to their residence.



WIFI ACCESS


Aunt Kat’s Pet Care strongly recommends that clients provide access to their home’s guest Wi-Fi network whenever available.


Cellular service is not always reliable in our service area. Wi-Fi access helps ensure that Aunt Kat's Pet Care can send visit updates, receive calls and text messages, and contact you promptly if a question, concern, or emergency arises during a visit.


Clients are asked to provide the name and password for a guest Wi-Fi network before service begins and to notify Aunt Kat’s Pet Care if that information changes.


Aunt Kat’s Pet Care will make every reasonable effort to contact you and, when appropriate, your designated emergency contact if an urgent situation occurs. However, unsuccessful or delayed communication will not delay necessary action when a pet’s health, safety, or welfare—or the safety of the home or others—may be at risk.


If neither you nor your emergency contact can be reached, Aunt Kat’s Pet Care may use professional judgment to take reasonable action believed to be in the best interest of the pet and the circumstances. This may include contacting your veterinarian, an emergency veterinary hospital, emergency services, or another appropriate professional.


Wi-Fi information will be used only as needed to support communication involving pet care situations during scheduled services. Clients who choose not to provide Wi-Fi access acknowledge that poor cellular service may prevent or delay visit updates and attempts to communicate. Aunt Kat's Pet Care will send visit reports via text at the end of every visit and will not be held responsible for cell service failures and/or internet server issues.


Aunt Kat's Pet Care asks clients to contact them via text if they do not receive a visit report in a timely manner! We will gladly copy and resend messages during normal business hours.


PET COMFORT AND ENVIRONMENTAL CONDITIONS


The comfort, health, and well-being of your pet(s) are important to Aunt Kat's Pet Care. Clients are asked to maintain a comfortable indoor environment throughout the scheduled service period.

As a general guideline, we recommend maintaining the home's temperature between 68°F and 78°F, unless your pet's breed, age, medical condition, or your veterinarian's recommendations require otherwise.

If Aunt Kat's Pet Care determines that the indoor temperature may place your pet(s) at risk of discomfort or illness, we reserve the right to make reasonable adjustments to the thermostat whenever permitted.

If thermostat adjustments cannot be made, we will make every reasonable effort to improve your pet's comfort using available resources, such as operating ceiling fans, portable fans, air conditioners, or heating systems, provided it is safe to do so and consistent with the client's instructions. 

Whenever practical, we will notify the client of any concerns regarding the home's environmental conditions and any adjustments made during the service period.



CONFIRMATION/INVOICE


Once your reservation request has been accepted, Aunt Kat’s Pet Care will provide a Confirmation/Invoice by email. If you prefer that the Confirmation/Invoice be sent via text(as a jpg image), please be sure to indicate on the intake form.


The Confirmation/Invoice serves as both your official reservation confirmation and your invoice for the requested services. Please review it carefully upon receipt.

It is your responsibility to verify that all information is accurate, including:

·      Service dates

·      Number of visits requested

·      Scheduled visit time frames

·      Services requested

·      Special instructions


If you discover any errors or if your travel plans change, please notify Aunt Kat’s Pet Care immediately. Unless we are notified of changes before the scheduled service period begins, services will be provided exactly as shown on the Confirmation/Invoice.


If you requested services but have not received a Confirmation/Invoice, your reservation has not been scheduled. Please contact us promptly if you believe you should have received one.



VISIT REPORTS


As part of our commitment to providing professional, dependable pet care, Aunt Kat's Pet Care provides a detailed Visit Report following each scheduled service visit.

Whenever practical, visit reports are sent by text message upon completion of each scheduled visit and are intended to keep clients informed about the care provided while they are away.

Visit Reports may include, but are not limited to:

  • Date and time of the visit
  • Pet(s) cared for during the visit
  • Services performed
  • Feeding, fresh water, medications, litter box cleaning, walks, playtime, or other care provided
  • General observations regarding your pet's health, behavior, appetite, activity level, and comfort
  • Any concerns or unusual observations
  • Photographs and, when appropriate, short video clips


Visit Reports are considered a standard part of Aunt Kat's Pet Care services and are provided for each visit.


Clients who prefer not to receive visit reports may opt out by providing written notice before the beginning of the scheduled service period by providing a written request.


If you prefer not to receive notification alerts while traveling, sleeping, attending meetings, or during other times, we recommend adjusting your mobile device's notification settings. Most smartphones allow notifications to be temporarily silenced while continuing to receive messages.


Although every reasonable effort is made to transmit visit reports promptly following each scheduled visit, occasional delays may occur due to poor cellular reception, internet outages, mobile carrier delays, equipment malfunctions, or other technical difficulties beyond our control.


If you believe you have not received an expected visit report within a reasonable period of time, please contact Aunt Kat's Pet Care. Whenever possible, we will promptly resend the report or provide the information by another available method.


PAYMENT POLICY



Payment for each service period is due on or before the first scheduled service visit, unless other arrangements have been approved in advance.


Payment may be made using the methods currently accepted by Aunt Kat’s Pet Care. Accepted forms of payment are subject to change and will be communicated to clients as necessary.


Any additional charges incurred during a service period—including, but not limited to, extra visits requested by the client, emergency supply purchases, extended visit times, or other authorized services—will be invoiced separately at the end of the scheduled service period and are due upon receipt.


Clients with outstanding balances may be required to bring their account current before future reservations will be accepted.


LATE PAYMENTS



Timely payment allows Aunt Kat’s Pet Care to continue providing dependable, professional service to all clients.


Accounts that remain unpaid after the payment due date may be assessed a late payment fee as outlined in the current fee schedule.


Aunt Kat’s Pet Care reserves the right to suspend or decline future services until any outstanding balance has been paid in full.


Clients experiencing unforeseen financial difficulties are encouraged to contact us as soon as possible. Whenever practical, we will work with clients to resolve payment issues in a fair and reasonable manner.


CHANGES TO YOUR RESERVATION



We understand that travel plans can sometimes change. Whenever possible, please notify Aunt Kat’s Pet Care as soon as you become aware of any changes to your itinerary.


Changes may include, but are not limited to:

·      Delayed departures

·      Early departures

·      Late returns

·      Extended vacations

·      Additional visits

·      Cancellation of scheduled visits


Whenever our schedule permits, we will gladly accommodate requested changes and will always do our best to make the necessary adjustments. However, because appointments are reserved specifically for each client, last-minute changes may not always be possible and may result in additional charges.


EARLY RETURNS



If you return home earlier than originally scheduled, please notify Aunt Kat’s Pet Care as soon as possible.


Because time has been reserved exclusively for your pet(s), refunds or credits are generally not provided for unused visits resulting from early returns, changes in travel plans, or services that are no longer needed after the reservation has been confirmed.


In certain extraordinary circumstances, Aunt Kat’s Pet Care may, at its sole discretion, issue a service credit. Service credits must be used within 30 days or forfeited. Such exceptions are considered on a case-by-case basis and should not be interpreted as a modification of this policy nor should it be misused and expected on a regular basis.


Our goal is always to be fair while recognizing that reserved appointment times cannot usually be reassigned on short notice.


CANCELLATION POLICY



If you need to cancel a reservation, please notify Aunt Kat’s Pet Care as soon as possible. Advance notice allows us the opportunity to adjust our schedule and, when possible, offer the reserved time to another client.


Standard Reservations


For non-holiday reservations, we request as much advance notice as possible.

Cancellation fees may apply when reservations are cancelled on short notice, particularly when the reserved time cannot reasonably be reassigned.


 

Holiday Reservations


Holiday periods are among our busiest times of the year, and appointment availability is extremely limited. Reservations that include one or more recognized holidays require a minimum of seven (7) days' notice if cancellation becomes necessary.



Reservations cancelled fewer than seven (7) days before the first scheduled visit will be subject to the applicable holiday cancellation fee outlined in the current fee schedule.


Holiday cancellation fees help offset the business impact of reserving time that is often unavailable to other clients once a holiday reservation has been accepted.


 

PET HEALTH AND VETERINARY CARE


The health, safety, and well-being of your pet(s) are always our highest priorities. While every effort will be made to follow your instructions regarding your pet's care, unforeseen medical situations may arise.


By requesting services from Aunt Kat’s Pet Care, clients authorize us to seek veterinary treatment whenever, in our professional judgment, immediate medical attention is necessary and the client or designated emergency contact cannot be reached in a timely manner.



Whenever possible, Aunt Kat’s Pet Care will make every reasonable effort to contact the client before veterinary treatment is sought.


If the client cannot be reached, we will contact the designated emergency contact. If neither party is available and immediate medical attention is necessary, Aunt Kat’s Pet Care is authorized to transport the pet to the client's primary veterinarian or, if unavailable, to the nearest appropriate emergency veterinary facility.


Clients understand and agree that Aunt Kat’s Pet Care is acting solely in the best interest of the pet under these circumstances.


The client accepts full responsibility for all veterinary fees, medications, emergency treatment, transportation costs, and any other expenses associated with such care.



VETERINARY INFORMATION


Clients are required to provide current veterinary information before services begin.


This information includes, but is not limited to:

·      Name of the primary veterinary hospital or clinic.

·      Veterinarian's name (if applicable).

·      Office telephone number.

·      Emergency veterinary facility, if different from the primary veterinarian.

·      Any known medical conditions.

·      Current medications.

·      Allergies or sensitivities.

·      Special medical instructions.


Clients are responsible for notifying Aunt Kat’s Pet Care whenever veterinary information changes.



MEDICATIONS/SUPPLEMENTS/TREATMENTS


Aunt Kat’s Pet Care is happy to administer medications as part of your pet's normal routine whenever practical and when appropriate instructions have been provided.


Clients are responsible for providing:

·      Clearly labeled medications.

·      Written administration instructions.

·      Proper measuring devices, if applicable.

·      Sufficient medication for the entire service period.


Although every reasonable effort will be made to administer medications exactly as directed, Aunt Kat’s Pet Care cannot guarantee the successful administration of medication if a pet refuses treatment, becomes aggressive, hides, vomits medication, or otherwise prevents safe administration.


Clients will be notified promptly if any difficulties are encountered.

Injectable medications may be administered only if Aunt Kat’s Pet Care has agreed to do so in advance and appropriate instructions have been provided.


Aunt Kat’s Pet Care will NOT put prescribed medications in food where other pets may have access to them. 



PET HEALTH REQUIREMENTS


All pets receiving services from Aunt Kat’s Pet Care should be in generally good health and free of contagious illnesses.


Clients agree to notify Aunt Kat’s Pet Care before services begin if any pet has recently:

·      Become ill.

·      Been exposed to a contagious disease.

·      Been diagnosed with parasites or other communicable conditions.

·      Experienced significant changes in health or behavior.


Aunt Kat’s Pet Care reserves the right to decline or discontinue services if providing care would place other pets, our staff, or the affected pet at unreasonable risk.


Whenever possible, alternative arrangements will be discussed with the client.


VACCINATIONS


Clients are responsible for maintaining vaccinations in accordance with the recommendations of their licensed veterinarian and all applicable state and local laws.


Upon request, Aunt Kat’s Pet Care may require proof of current vaccinations before services are provided.


This policy is intended to help protect your pet, other animals, and our staff.



AGING PETS AND PETS WITH SPECIAL NEEDS


Aunt Kat’s Pet Care is pleased to care for senior pets and pets with chronic medical conditions whenever it is safe and appropriate to do so.


Because these pets often require additional monitoring and specialized care, clients are encouraged to provide detailed written instructions regarding medications, mobility limitations, dietary needs, emergency procedures, and any other relevant information.


Although every reasonable effort will be made to maintain your pet's normal routine, clients understand that age, existing medical conditions, and the natural progression of illness may result in changes to a pet's condition despite receiving attentive care.


Aunt Kat’s Pet Care cannot guarantee the health or survival of any pet with pre-existing medical conditions, advanced age, or terminal illness.


We will, however, treat every pet with the same compassion, patience, and professional care that we would want for our own.



PET FOOD, MEDICATIONS, AND SUPPLIES


Clients are responsible for ensuring that an adequate supply of food, medications, treats, litter, cleaning supplies, and any other items necessary for the care of their pet(s) is available for the entire service period.


If Aunt Kat’s Pet Care determines that additional supplies are required to properly care for a pet, we will make every reasonable effort to contact the client before purchasing the needed items.


If the client cannot be reached and the supplies are considered necessary for the health, safety, or well-being of the pet(s), Aunt Kat’s Pet Care is authorized to purchase the required items on the client's behalf.


The client agrees to reimburse Aunt Kat’s Pet Care for the cost of all supplies purchased, as well as any applicable shopping or service fee in accordance with the current Fee Schedule.


Aunt Kat’s Pet Care will provide receipts for all purchases upon completion of services.


IMPORTANT NOTE: Aunt Kat's Pet Care provides waste bags for ALL of our visits! We will promptly remove all pet-related waste materials upon our departure at each visit. We do this for sanitary reasons regardless of whether or not clients leave additional waste disposal instructions.


HOUSEHOLD SUPPLIES


Clients are responsible for ensuring that basic household supplies needed during the service period are readily available.


Depending on the season and the services requested, these supplies may include, but are not limited to:

·      Paper towels

·      Trash bags

·      Household cleaning products

·      Disinfectant cleaner

·      Broom and dustpan

·      Mop or other floor cleaning supplies

·      Pet stain and odor remover

·      Toilet paper

·      Flashlights with working batteries

·      Snow shovel and/or ice melt during winter months


These supplies may be needed to clean up pet accidents, address weather-related conditions, respond to unexpected household situations, or safely complete scheduled services.


If essential household supplies are unavailable and Aunt Kat’s Pet Care determines they are necessary to properly care for your pet(s) or protect your home, we will make every reasonable effort to contact you before purchasing them.


If you cannot be reached and immediate action is necessary, Aunt Kat’s Pet Care is authorized to purchase the required supplies on your behalf. The client agrees to reimburse Aunt Kat’s Pet Care for the cost of the supplies, together with any applicable shopping or service fee as outlined in the current Fee Schedule.

Receipts for all purchases will be provided upon completion of services.



DISASTER AND EMERGENCY PREPAREDNESS


While emergencies are uncommon, advance planning helps ensure the safety and well-being of your pet(s), your home, and our staff.


Clients are encouraged to identify the location of important emergency items and provide any instructions that may assist Aunt Kat’s Pet Care in responding to an unexpected situation.


When applicable, please advise us of the location of:

·      Pet carriers or crates

·      Extra leashes, harnesses, and collars

·      Emergency food and bottled water for your pet(s)

·      Flashlights and extra batteries

·      First aid supplies for pets and people

·      Circuit breaker panel

·      Main water shut-off valve (if known)

·      Fire extinguisher

·      Snow removal equipment and ice melt

·      Generator operating instructions, if applicable

·      Any other emergency equipment specific to your home or pets


If your home is equipped with a security system, generator, or other equipment that may require attention during an emergency, please provide written operating instructions before services begin.


In the event of a natural disaster, extended power outage, evacuation order, or other emergency beyond our control, Aunt Kat’s Pet Care will make every reasonable effort to continue caring for your pet(s) while it is safe to do so.


If emergency conditions prevent access to your home, Aunt Kat’s Pet Care will notify the client and/or the designated emergency contact as soon as reasonably possible. Services will resume as soon as conditions permit and it is safe to travel.

Clients acknowledge that emergency situations may require Aunt Kat’s Pet Care to exercise reasonable professional judgment to protect the health and safety of the pet(s), the client's property, and our staff. Any reasonable expenses incurred while responding to an emergency on behalf of the client, including emergency supplies, transportation, or other necessary purchases, shall be the responsibility of the client in accordance with the current Fee Schedule.


Aunt Kat’s Pet Care is committed to acting responsibly and compassionately during emergency situations while keeping the client informed whenever circumstances allow.



CLIENT RESPONSIBILITIES


To ensure the safety of your pet(s), your home, and our staff, clients are responsible for providing complete and accurate information before services begin.


Clients agree to:

·      Provide current contact information for the duration of the service period.

·      Notify Aunt Kat’s Pet Care of any changes to travel plans as soon as possible.

·      Provide accurate feeding, medication, and care instructions.

·      Inform Aunt Kat’s Pet Care of any medical or behavioral changes involving their pet(s).

·      Ensure that all pets are properly licensed and vaccinated in accordance with applicable laws and veterinary recommendations.

·      Maintain a safe environment for both pets and our staff.


Failure to provide complete or accurate information may affect our ability to safely provide services.



ACCESS TO THE PROPERTY


During the scheduled service period, Aunt Kat’s Pet Care must have uninterrupted access to the residence and all areas necessary to properly care for your pet(s).


Clients agree not to change locks, alarm codes, garage codes, gate codes, or other access information during the scheduled service period without notifying Aunt Kat’s Pet Care in advance.


If another individual will have access to the home while services are being provided, clients must notify Aunt Kat’s Pet Care before the service period begins.


Examples include:

·      Family members

·      Friends

·      Housekeepers

·      Contractors

·      Realtors

·      Neighbors

·      Other pet care providers


For the safety and security of all parties, Aunt Kat’s Pet Care cannot assume responsibility for the actions or omissions of any other person(s) entering the home during the scheduled service period.



VISITS BY OTHER INDIVIDUALS


Whenever possible, Aunt Kat’s Pet Care recommends that no other individuals provide pet care while our services are being performed.


Multiple caregivers following different routines may create unnecessary stress for pets and increase the possibility of misunderstandings regarding feeding, medications, exercise, or other aspects of care.


If another individual will be caring for your pet(s) during any portion of the service period, please notify Aunt Kat’s Pet Care in advance so that responsibilities can be clearly established.



HOUSEHOLD CONDITIONS


Clients are responsible for maintaining their home in a reasonably safe condition at all times. Aunt Kat’s Pet Care reserves the right to discontinue or postpone services if conditions within or around the property present an unreasonable risk to the health or safety of our staff or the pet(s).


Examples may include, but are not limited to:

·      Structural damage

·      Hazardous walking conditions

·      Lack of heat, electricity, or running water

·      Unsafe animals on the property

·      Dangerous environmental conditions

·      Any circumstance that places people or pets at unnecessary risk


Whenever practical, Aunt Kat’s Pet Care will notify the client and discuss available options before discontinuing services.



 

PET BEHAVIOR


Clients are responsible for informing Aunt Kat’s Pet Care of any known behavioral concerns before services begin.


This includes, but is not limited to:

·      Aggression toward people or other animals

·      Fear-based behaviors

·      Escape attempts

·      Resource guarding

·      Separation anxiety

·      Destructive behaviors

·      Bite History


Failure to disclose known behavioral concerns may result in the immediate termination of services if the safety of our staff or others is placed at risk.

Aunt Kat’s Pet Care reserves the right to decline or discontinue services for any pet exhibiting behavior that cannot be managed safely.


Whenever possible, these concerns will be discussed with the client before services are discontinued.



LIMITATION OF LIABILITY


While Aunt Kat’s Pet Care will exercise reasonable care in providing professional pet sitting services, we cannot be held responsible for circumstances beyond our reasonable control.


These circumstances may include, but are not limited to:

·      Illness, injury, or death resulting from pre-existing medical conditions.

·      Natural aging or progression of disease.

·      Acts of nature, including severe weather.

·      Utility failures.

·      Road closures or government travel restrictions.

·      Actions of third parties who enter the client's property.

·      Escape of pets due to defective fencing, doors, gates, windows, or other property conditions beyond our control.


Nothing in these Policies and Procedures is intended to limit any responsibility imposed by applicable law.



RIGHT TO REFUSE OR TERMINATE SERVICES


Aunt Kat’s Pet Care reserves the right to refuse or discontinue services whenever doing so is necessary to protect the safety of our staff, the client, the pet(s), or the public.


Examples include, but are not limited to:

·      Aggressive or dangerous pets.

·      Unsafe property conditions.

·      Repeated failure to comply with these Policies and Procedures.

·      Non-payment of fees.

·      Harassment, threats, or inappropriate conduct toward Aunt Kat’s Pet Care or its representatives.

·      Any circumstance that prevents services from being performed safely or professionally.


Whenever practical, Aunt Kat’s Pet Care will provide notice to the client and discuss the reason for the decision.


CLIENT PRIVACY AND CONFIDENTIALITY


Aunt Kat’s Pet Care respects the privacy of every client and recognizes the importance of maintaining the confidentiality of personal information.

Information obtained while providing services—including, but not limited to, home addresses, telephone numbers, alarm codes, security procedures, travel plans, veterinary information, and personal circumstances—will be treated as confidential and used solely for the purpose of providing requested services.


Confidential client information will not be disclosed to any third party unless:

·      The client has provided authorization;

·      Disclosure is required by law; or

·      Disclosure is necessary to protect the health, safety, or welfare of the client, the client's pet(s) , Aunt Kat’s Pet Care personnel, or the public.


All client records will be maintained in a secure manner to protect confidential information.



PHOTOGRAPHS AND SOCIAL MEDIA


From time to time, Aunt Kat’s Pet Care may take photographs of pets during scheduled visits.


Photographs will never be used for advertising, promotional materials, social media, or the Aunt Kat’s Pet Care website and social media pages without the client's permission.


Clients who have authorized the use of photographs/video clips in the initial intake paperwork may revoke that permission at any time by providing written notice.


No client names, addresses, or other personally identifying information will ever be published in connection with a photograph/video clip without the client's express consent.


EMPLOYEE STANDARDS OF CONDUCT



All Aunt Kat’s Pet Care employees and authorized representatives are expected to conduct themselves professionally while representing the company.


Employees shall:

·      Treat every client, pet, and home with courtesy, respect, and professionalism.

·      Maintain the confidentiality of all client information.

·      Follow all client instructions and company procedures.

·      Immediately report accidents, injuries, escaped pets, property damage, or unusual incidents to management.

·      Accurately document completed visits and any observations requiring client follow-up.

·      Maintain a neat, clean, and professional appearance while providing services.

·      Respect the client's home and personal property at all times.


Employees shall NOT:

·      Smoke, vape, or use tobacco products inside a client's home or on the client's property.

·      Consume alcoholic beverages or use illegal drugs while on duty.

·      Invite guests, family members, or unauthorized individuals to accompany them during scheduled services. Additional parties must be instructed to wait in the car and may NOT enter the home/property.

·      Remove, borrow, or use client property without permission, except as necessary to provide authorized pet care services.

·      Discuss confidential client information with anyone outside Aunt Kat’s Pet Care.


Failure to comply with these standards may result in disciplinary action, up to and including termination of employment or contract services.



INCIDENT REPORTING


Any accident, injury, escaped pet, property damage, bite, illness, equipment malfunction, or other unusual event occurring during a service visit shall be documented and reported to Aunt Kat’s Pet Care management as soon as reasonably possible. An Incident Report will be completed and will become part of the client file. Whenever appropriate, the client will also be notified promptly and a copy of the report may be requested.


Incident reports should include:

·      Date and time.

·      Location.

·      Description of the incident.

·      Individuals or animals involved.

·      Actions taken.

·      Recommendations for preventing similar incidents.


Maintaining accurate records helps ensure consistent, safe, and professional service.



SECURITY CAMERAS


Aunt Kat's Pet Care understands that many clients utilize exterior and interior security cameras to help protect their homes and pets. We strongly encourage this practice to enhance the safety of your property and pets.

Clients are welcome to use security cameras while services are being provided, but should share the location of all such devices that will be in use while services are being provided before each scheduled service period. Clients agree that security cameras will not be installed or used in bathrooms or other areas where privacy is reasonably expected. 

Clients agree that recordings obtained from security devices will not be intentionally edited, altered, or presented in a misleading manner that misrepresents the actions of Aunt Kat's Pet Care or its representatives.

Security cameras should not be relied upon as a substitute for timely communication regarding emergencies or changes to scheduled services. 

 

BIOSECURITY

 

To help reduce the risk of transmitting contagious illnesses, parasites, or other infectious diseases between households, Aunt Kat's Pet Care may disinfect footwear, equipment, carriers, litter scoops, food bowls, and other commonly used supplies between client visits whenever appropriate.

Reasonable precautions will be taken to help protect the health of every pet in our care.


  

HOLIDAYS


The following days are recognized as holidays by Aunt Kat's Pet Care due to the increased demand for pet care services, heavier traffic volume, scheduling limitations and other operational considerations.  

The following holidays are recognized by Aunt Kat's Pet Care:

  • New Year's Eve
  • New Year's Day
  • Martin Luther King Jr. Day
  • Presidents Day (Washington's Birthday)
  • Easter Weekend (Good Friday through Easter Sunday, when applicable)
  • Memorial Day
  • Juneteenth National Independence Day
  • Independence Day
  • Labor Day Weekend
  • Columbus Day
  • Veterans Day
  • Thanksgiving Day
  • Black Friday
  • Christmas Eve
  • Christmas Day

For scheduling purposes, ALL of these days are considered holiday service days and will be billed at the applicable holiday service rate.


 

POLICY REVISIONS

 

Aunt Kat’s Pet Care reserves the right to revise these Policies and Procedures whenever necessary to reflect changes in business practices, legal requirements, or operational needs.


The most current version of these Policies and Procedures supersedes all previous versions and will always be posted on the Aunt Kat’s Pet Care website: www.auntkat.com/policies-and-procedures.


Clients will be notified of significant policy changes that may affect scheduled or future services with each Confirmation/Invoice.



ACKNOWLEDGMENT


By requesting services from Aunt Kat’s Pet Care, the client acknowledges that they have received, read, and understand these Policies and Procedures.

The client further acknowledges that they have had the opportunity to ask questions regarding any policy or procedure and agree to comply with the policies in effect at the time services are provided.


These Policies and Procedures are intended to promote clear communication, protect the health and safety of the pets in our care, safeguard client property, and ensure the consistent delivery of professional pet care services by Aunt Kat’s Pet Care.


Thank you for choosing Aunt Kat's Pet Care. We appreciate the trust you place in us and look forward to providing dependable, compassionate, and professional care for your pets whenever you are away.










 

© 2026 Aunt Kat's Pet Care. All rights reserved.

These Policies and Procedures were developed exclusively for Aunt Kat's Pet Care

 and may not be copied or reproduced without written permission.