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Hand Holding Calendar

Booking Policy

Why We Have These Policies

  • Our commitment is to safe, transparent, and reliable in-home care.
    These timelines allow us to:

  • Follow all security protocols properly

  • Ensure sitter and access information is verified

  • Prepare your pet’s care plan thoughtfully

  • Prevent last-minute mistakes or service delays

  • We appreciate your understanding — these steps are what make our care safe, trustworthy, and high-quality.

  • To allow enough time for consultation and security setup:

    1. Booking must be made at least 2 weeks before the service start date.
      This ensures we have time for:

      • Meet & Greet

      • Care planning and consultation

      • Reviewing the selected service package

      • Confirming that the service meets both your pet’s needs and our security standards

    2. Meet & Greet Approval
      After the Meet & Greet, we will accept or decline the booking based on:

      • Pet suitability

      • Home access conditions

      • Safety and welfare requirements

    3. Security Setup Time (3–4 Days Required)
      If the booking is accepted, we require 3–4 days to complete security setup.
      If security setup is rushed or not scheduled early, service start may be delayed.

  • If we have already completed your security setup previously:

    • Bookings must be made at least 4 days before the service start date.
      This ensures we can:

      • Confirm sitter availability

      • Refresh access permissions

      • Review any new instructions

    If booked later than 4 days, security or access setup may be delayed.

Cancellation

Client Cancellations

  • Cancellations made more than 48 hours before scheduled Service commencement: Full refund minus 10% administrative fee.

  • Cancellations made 24-48 hours before scheduled Service commencement: 50% refund of total booking Price.

  • Cancellations made less than 24 hours before scheduled Service commencement: No refund.

  • Cancellations made after Services have commenced: No refund for Services already provided.

Our Cancellations:

  • We may cancel bookings if we determine during the meet and greet that we cannot safely provide Services, at which point no payment will be required by you.

  • We may cancel if you fail to provide accurate information about your pet's health or behaviour.

  • We may cancel if the Site is deemed unsafe for our staff.

  • In cases where we cancel due to safety concerns or client misrepresentation, no refund will be provided.

  • In cases where we cancel for reasons within our control, a full refund will be provided.

Emergency Cancellations:

  • Genuine emergencies (medical, family, or weather-related) will be considered on a case-by-case basis.

  • Refunds for emergency cancellations are at our discretion.

No-Show Policy:

  • If we arrive for scheduled Services and cannot gain access due to your failure to provide proper access arrangements, no refund will be provided.

You acknowledge that these cancellation fees represent a genuine pre-estimate of our losses including lost opportunity to book alternative clients, administrative costs, and our inability to fill cancelled bookings on short notice.

Key & Security Setup Rule

Key handover and security setup must Not occur on the same day the service begins.

This rule is in place to:

  • Avoid rushed transitions

  • Confirm secure and verified access

  • Ensure your pet is not left unattended without guaranteed entry

  • Maintain full transparency and safety procedures

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