Payment is due on the date of in-home consult, first day of service, or during the pick up of your pet. We accept checks, cash, money order, and all major credit cards. Make checks payable to Tri State Pet Care, LLC. Please leave tips in cash, or you can mail the company with tips. Our mailing address is: 10045 Leetown Rd, Kearneysville, WV 25430.
If we show up for a visit and you are home, we will still charge for these visits. If you arrived home early from vacation we do not refund these visits as the sitters already have a time slot waiting for your visit. If you are a daily client, you will not be charged if visit is cancelled outside of 2 hours of visit range.
The following days are considered holidays:
New Year's Day
Fourth of July
New Years Eve
Early Morning visits: 7 am - 8 am
Morning visits: 8 am - 10 am
Afternoon visits: 10 am - 3 pm (daily visits for commuters)
Afternoon visits: 11 am - 4 pm (visits for vacations)
Evening visits: 4 pm - 7 pm
Late night visits: 8 pm - 9 pm
Sitter Arrival Time
We regret that we are not able to provide exact time show up. We strive to keep your pet at their normal schedule. To get the best provided service, please make sure you fill out a Trip Advisor. We allow a 2-hour window block for visit times. This allows flexibility in case we run into traffic or any other issues at previous visits. We recommend a 6-8 hour gap between visits.
Same Day Service Requests
All walk or sit services booked the same day are subject to an additional surcharge of $5 per visit. We cannot guarantee pet sitters availability for same day services. Please attempt to book in advance. We do try to accommodate all same day requests, however due to scheduling it cannot be guaranteed.
We REQUIRE two keys, or two entry points into your home. If this is not provided we will make an additional copy of your key, and there is an extra charge. We keep one key in the office in case of an emergency, that way in case another sitter has to make the visit there is a key available. If a key is lost or doesn't work and you have not provided a second entry, we are not responsible for locksmith fees. We will not lock keys in the home during visits. We will not hide keys outside without a lock box. We will not service homes that are not secured. If you do not provide a key, we will kindly turn down your job. This is to protect your pets and your home. If we are to gain access to your home through a garage door code pad or other electronic system, we also require a copy of a house key. This is to ensure that we are able to access your home in the event of an emergency (lost key, broken key, non-functioning key, power failure). This will guarantee that we are able to provide safe and secure services to you.
Security Systems and Codes
We prefer that you set up our own codes for garage and security systems. For both of our benefits, please notify your security company that a representative of Tri State Pet Care will be on your premises during your scheduled absence. Please provide your sitter with the security code in case it is accidentally set off.
Special Behavior Issues
Please inform your sitter of any behavioral issues or personality traits of your pets. This might include, but is not limited to: escape artists, diggers, chewers, wanderers, coprophagia (eating of feces), cats with hairball problems, horses that are forward.
Veterinarian Appointments and Emergencies
All pets must have an Authorization Form on file, to receive medical care if deemed necessary. All clients will be held responsible for all charges incurred during the visit, as well as the transportation cost to and from the appointment.
Return Home Policy
We understand that vacation and work plans can change quickly. It is required that you let us know you have returned home. We make this convenient for you. You can email, call the main number, or text the last sitter at your home. If we do not hear from you by your next normally scheduled visit, we will continue to go, and you will be charged for these visits. This is to ensure the safety of your pets. If additional visits are needed, please contact us.
Responsibility Shared with Friends and Relatives
We understand that you may have friends or relatives willing to help with things. But we regret and decline accepting these types of visits due to our insurance policy.
Inclement Weather Policy
If we are caring for your pets at the time of inclement weather, Tri State Pet Care will try to carry out your instructions to the best of our ability. The care we provide to our customers' pets and their safety is our first concern. The inclement weather plan will be as follows: 1) Every effort will be made to drive to your home 2) The service schedule may be changed, interrupted, altered due to circumstances, and with your permission we may stay at your home, or remove small animals from your home and care for them at our location 3) If it is not possible to drive safely to your home, your emergency contact will be notified 4) You will be notified that the above-mentioned contingency plan has been activated.
Emergency and Natural Disasters
We always recommend that you leave a key with someone who is in walking distance of your home. If we are unable to make it for any reason, you have a backup just in case.
There are times that a sitter may be uncomfortable with a location, lighting, or a pet. We try to provide service regardless of location, so please understand if a sitter has a family member with them in the car after dark, this is to ensure the safety of our sitters. We will be glad to provide you with any information on this subject to make you more comfortable.
Special Trips Before Your Departure
If you request a sitter to stop by before your trip to pick up keys or discuss any changes in person, these visits are charged at regular price.