Pet Agreement Cancellations

Animal Care Center of NH and Professional Pet Sitting Etc

Service Agreement

Cancellations and Changes to Reservations

The VERY first time you log into your profile, you MUST agree to our complete Service Agreement before creating your Online Profile and making a reservation,

After that, every time you make a reservation, you are agreeing to our entire Service Agreement, Policies, Procedures and Cancellation Policies.  You can review everything any time you wish, 24/7. If you have any questions, please feel free to contact us.

BE AWARE – 

We can not accept any cancellations, changes or reservations via phone call, voice message, email, note or in person.  All cancellations, changes and reservations must be done on your online profile.

CANCELLATIONS/CHANGES – 

  • Every confirmation email will have a cancellation/change date.  You will need to cancel or make changes to your reservation BEFORE this date. Cancellation date on confirmation email supersedes all other dates. 
    This date is very important, as we have a finite number of  of pet care slots and need to make schedules for employees, etc.
  • Please, update your online reservation as soon as possible for all cancellations/changes.  If you are making a cancellation or change AFTER the Cancellation/change date on your confirmation email, there will be no refund/credit for any cancellations.  If you are ADDING, and we are able to accommodate those additions, you will be charged for those addition.
  • ALWAYS give as much notice as you possibly can, so that we can have enough time to fill in your slot(s) with another client
  • It is very rare for clients to cancel.  We understand if you need to cancel a reservation, plans change, emergencies and illness happen.
  • Our schedules fill up fast and each of our pet sitters only have just so many slots in their day.
  • If you cancel, this can mean that a sitter will lose out on work.
  • This also means that when those slots are FULL, we must turn other clients away who need and want pet care
  • With this is mind, we have needed to implement our cancellation policy
  • These time frames, give us enough time to ensure we can fill in your empty slot on our schedule.

ALL Ongoing Schedules

If you are on our schedule  for ongoing services on a regular schedule, for 1-5 days per week, for example every Wednesday or every Tuesday/Thursday, or every Monday through Friday, these premium slots can not be given to anyone else, so if there are any cancellations for any reason, there will be no credit/refund.

if you need to stop regular ongoing service for whatever reason, we need a 30 day notice however, if your credit card has already been charged for the next month, your last day will be the date that is paid.  If you wish to stop prior to the last paid date, there will be no credit or refund for any unused days.

Cancellation Policy for All Ongoing Services

  • An Ongoing Plan is any service that is on our schedule every week for 1 – 5 days, for example every Monday, every Tuesday/Thursday or Monday – Friday.  All ongoing schedules are contracted for 6 months or more and will automatically renew.
    You are receiving a premium service at a discount, No credits/refunds are given for any cancellations except for vacation weeks (see below).  We can not give your slot to anyone else plus you are receiving the very best price for the service you requested.
  • If you are on vacation for a 1-2 week period, a minimum 30 day notice is required for no charge during that time period. The program generally charges credit cards the third Sunday of every month before the next month starts.
  • If you are terminating service, a 30 day notice is required in writing before the end of the contract.
  • If your credit card has already been charged for the next month,  and you are terminating service, even if it is more then 30 day notice, your end date will be the end of the next month that you are paid up to.  There will be no credit/refunds for any unused days.
  • If you are terminating the service before the contract ends, a 30 day notice is required AND a early termination fee of the cost of one month’s service will be charged.
  • All Package Discount Plan contracts automatically renew at the end of the 6 month or 1 year contract, unless Client notifies our office in writing, 30 days prior to contract end date.

 

NO Discount DayCare, Dog Walking/Mid Day Let, Feline Fun Time – Cancellation/changes

These do NOT pertain to any package discount plans, scroll to end

We have limited space for pet care.  Once you are confirmed, we are unable to put another pet in your slot.

Therefore we must institute a cancellation policy to ensure everyone can have pet care when needed

If you are scheduled for more than 1 service in a 7 day period, cancellation notice will pertain to the total number of services cancelled in a 7 day period.  For example, if you cancel one service on one day, then you cancel a second on another day and those 2 services are in the same 7 day period, the cancel notice for both will be 14 days.  Our program automatically takes care of all cancellation charges. Cancellation fee is the cost of the visits.

Every reservation will receive a confirmation email.  Every confirmation email will have a cancellation/change date.  This cancellation/change date on confirmation email supersedes any other date.

  • 48 hour notice unless the cancellation date on confirmation email date is different, cancellation date on confirmation email supersedes
    • For cancellation 1 service visit (if your reservation consists or more than 1 visit this does not apply)
    • Any Service
    • within a 14 day period
  • 14 day noticeunless the cancellation date on confirmation email date is different, cancellation date on confirmation email supersedes
    • For cancellation of  2 service visits (if your reservation consists or more than 2 visits this does not apply)
    • Any  Service
    • within a 14 day period
  • 30 day noticeunless the cancellation date on confirmation email date is different, cancellation date on confirmation email supersedes
    • For cancellation of  3 or more service visits
    • Any Service
    • within a 14 day period or that includes any holiday within 1 week before or after

 

Vacations/Trips, Etc – Cancellations/Changes

CONFIRMATION EMAILS will have a date for cancellation/changes for all reservations.  This date will supersede all information here as our schedules fill up very fast, once that happens, all reservations will have a cancellation/change date that maybe longer.  Make sure to check your CONFIRMATION EMAILS.

If you are scheduled for more then 1 service in a 7 day period, cancellation notice will pertain to the total number of services cancelled in a 7 day period.  For example, if you cancel one service on one day, then you cancel a second on another day and those 2 services are in the same 7 day period, the cancel notice for both will be 14 days.

If there is a cancellation, and the cancellation does not comply with the notices below, cancellation fee will be the cost of the reservation.

In some cases, if we are able to fill your cancellation, you will receive a credit for future services.  No refunds are ever given, only credit for future services – see below if a refund is insisted on Under Credits and Refunds.

  • 48 hour notice unless the cancellation date on confirmation email date is different, cancellation date on confirmation email supersedes
    • For cancellation of a reservation totaling 1 visit (if your reservation consists or more than 1 visit this does not apply)
    • Any Pet Care Service
    • within a 14 day period
  • 14 day noticeunless the cancellation date on confirmation email date is different, cancellation date on confirmation email supersedes
    • For cancellation of a reservation totaling  2 or more (if your reservation consists or more than 2 visits this does not apply)
    • Any Pet Care Service
    • within a 14 day period
  • 30 day noticeunless the cancellation date on confirmation email date is different, cancellation date on confirmation email supersedes
    • For cancellation of a reservation totaling  3 or more
    • Any Pet Care Service
    • within a 14 day period or
    • all reservations that include any holiday or a reservation that ends or starts within one week of a holiday (our busiest times)
    • All reservations that contain Overnight Service

 

Many Cancellations for Vacations/trips –

  • More than 2 reservations cancelled within a 12 month period
  • As mentioned above, It is very rare for clients to cancel.  We understand if you need to cancel a reservation, plans change, emergencies and illness happen.
  • Our schedules fill up fast and each we only have just so many slots in the day.
  • This means that when those slots are FULL, we must turn other clients away who need and want pet care

Our suggestion –  

  • is if you have cancelled more then twice in the past 12 months
  • be respectful of the other clients who may need pet care and may be turned away, also to our pet sitters who really enjoy their work and need their paychecks
  • make your reservation within 7-14 days of your start date
  • you may run the risk of us not being able to help you with pet care
  • but you will be definite on your dates and what you need
  • plus you won’t have to worry about a cancellation fee because you will definitely know what you need.
  • For clients that do need to frequently cancel, credit cards will be charged before confirmations are sent.  See cancellation policies above.

Home Early from trip

If you have a vacation/trip reservation and come home early, there is no refund/credit given.

Late Cancellations

  • If you have cancelled late and we are able to fill your reservation with another reservation, you may receive a credit for future services.  If your credit card has been charged, you will ONLY receive credit for future services.
  • If we are unable to fill your reservation, you will not receive a credit for future services.
  • As always, the more notice you give us, the more time we may be able to fill your slot to give you a credit for future services.

Cancellations due to a storm of any kind

If our OFFICE cancels your service due to an extreme storm for the safety of all involved, you will receive a credit for that service. Generally, this will pertain to a mid day visit where you will be home or will be home soon that day. You will be notified via email and/or our Facebook business page (make sure to like our page for all notifications).

If you cancel due to a storm and our OFFICE has NOT cancelled your reservation, our regular cancellation policy may be be in effect. We will determine on a storm by storm basis as we do want our sitters to be safe and a credit will be issued.

Credits and Refunds

Again, all credit/refunds are ONLY given for future services.

NO refunds given on credit cards, check, or any other way.

Compliance with credit card companies & Chargebacks

We are in compliance with all credit card companies  that we will offer a refund for future services for those giving enough notice as mentioned above. 

If you insist on a refund on your credit card, there will be a 50% of total reservation as a cancellation fee applied.

Any and All chargebacks will incur a fee.

We prefer to try to work things out with you rather than a chargeback.  So please talk with us.

We do not confirm cancellations

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