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Please read over our policies to ensure we are a good fit. These policies are in place so we can provide the best possible care for your fur-babies!

  • Standard Services
    Standard services for vacation clients excluding client departure and return dates include 3 visits per day for adult dogs, 4-6 visits per day for puppies (based on age), and 1 visit for cats or other small animals (no every other day visits). Additional visits available upon request.
  • Meet and Greet
    A meet and greet is required before any service can be scheduled, and a completed Time To Pet account is required before our meet and greet. At the meet and greet please ensure you have a key/or code ready to give your new pet sitter. Any additional meet and greets needed (on top of the first complimentary meet and greet) will be charged at the 30 min visit cost.
  • Collar and Leash Requirements
    Collars: Biota Pet Care utilizes positive reinforcement and fear-free methods which is why we will not use any device which may cause fear, harm, or discomfort to your pet including shock, prong, or choke collars. There are much better ways of preventing pulling that do not cause pain, fear or discomfort to your dog. To use our services you must provide another collar option such as a martingale collar or harness (freedom no-pull harness recommended). Biota Pet Care carries a few sizes of martingale collars and harnesses on hand, however it is not guaranteed they will fit your dog, so it is best you purchase one that is fitted to your dog. Leashes: Biota Pet Care is adamant on safety which is why we will not use retractable leashes. Retractable leashes are known to cause harm to the dog and human, malfunction over time, are easier to break, etc,. Biota Pet Care carries a few lengths of nylon flat leads as alternatives.
  • House Keys/Codes
    It is recommended that 2 methods of entry be available at the meet and greet; 2 keys or 1 key and one garage/door code, should key break, or code malfunction due to power outages or dead batteries. It is highly recommended for the Client to have a secured lockbox accessible to Pet Sitter on the property to ensure a method of entry is always available. If Client requires Pet Sitter to keep a copy of key for future services, Pet Sitter will keep key in a secure lockbox. In the event that Biota Pet Care is required to employ a locksmith to gain entry to the client’s premises due to malfunction of the lock or a failure of the client to leave a key, it shall be the responsibility of the client to reimburse for all costs incurred. *In the event that the client requires a key pick-up or drop-off outside of visit times, a 5$ fee will be added to invoice.
  • Early Return
    *For Vacation Clients* Please message me when you have returned home so I know your pets are being cared for. There is no credit for returning home early. Any additional visits needed will be charged at the regular rate.
  • Visit time frames/scheduling blocks
    Client acknowledges that specific times are not guaranteed for services. We operate within specific time blocks, which are Morning (7-9am); Mid-day (10-12 noon); Afternoon (1-3pm); Late Afternoon (4-6pm); and Evening (7-9pm). Client can request for a specific time within the time block and we will try our best to service as close to that time as possible. These time blocks allow for unforeseen delays in weather, traffic, and other emergencies, while still maintaining the animal’s daily routine. If a requested time is urgent due to medications, the Client agrees to alert the Pet Sitter to that fact and those timed requests will take priority. Overnight visits are a guaranteed 10 hours from approx. 9pm-7am.
  • Timed visits/Visit breakdowns
    Each visit is timed through your client portal account in Time to Pet. Example: If you have scheduled a 30 minute walk or drop in, Pet Sitter will start the event timer as soon as we get to your door (Client will receive notification of arrival). Pet Sitter will perform all requested duties during that time frame, as well as complete the visit report during that time. This means that if Client schedules a 30 minute dog walk, Client acknowledges that dog is not guaranteed 30 minutes outside. The 30 minutes entails ALL duties that need to be done, including but not limited to leashing/harnessing up, refreshing water, and sending visit report at the end of services. Each visit report includes 5-20 photos, a detailed message of the event, and a report card.
  • Extra Time
    An event that causes a visit to last longer than the scheduled visit length may incur additional charges at the discretion of the service provider. Examples include but are not limited to: emergency vet visits, medicating uncooperative pets, extensive mess cleanup, etc,. The additional charge would be $5 per 15 minutes.
  • Holiday Fees
    There is a holiday surcharge of $10/drop-in or walk; and $30 surcharge/night for overnight pet sits. Holidays include: Easter weekend; Canada Day; Labour Day; Thanksgiving Sunday/Monday; Christmas Eve; Christmas Day; Boxing Day; New Year’s Eve; and New Year’s Day.
  • Outdoor Pets
    Biota Pet Care does not let pets outside without a leash unless in a fully fenced in area and does not leave pets outside unattended. Should the client require pet(s) be on e-collar or left outside unattended (e.g., feral cat colonies), the Client accepts full responsibility should the pet(s) be lost or hurt.
  • Inclement Weather/Natural Disaster Policy
    In the event of personal emergency, inclement weather, natural disaster or circumstances beyond our control, e.g. acts of terrorism, etc., Pet Sitter is entrusted to use best judgement in caring for pet(s) and home such as arranging for Clients emergency contact or another qualified person/company to continue care. Every attempt will be made to notify client regarding such situation. If weather conditions are unsafe/stormy, temperature is too hot or too cold, your service will be modified accordingly with shorter walks and more playtime, cuddles, or brain games inside!
  • Emergency Contacts
    2 emergency contacts are required to perform services. One contact should be a neighbour with entry to your home in case of inclement weather and roads are unsurpassable. Another contact should be someone who can help make decisions on behalf of you.
  • Others entering home
    If anyone accesses your home while the pet-sitting job is being performed, because of our liability insurance, Biota Pet Care can assume no liability for any damages or losses to your home or pet.
  • Payments/Late Fees/Cancellations
    We accept cash, e-transfer, or credit through our fully encrypted pet sitting software. Payment is due upon completion of walk/drop-in/overnight visit. Invoices will be sent on Mondays and Fridays. A finance charge of 15% will be added to unpaid balances after 1 month. Overnight/Vacation pet-sits: A 50% non-refundable deposit is due at time of booking to reserve your desired dates. Cancellation of overnight or vacation (long-term) pet-sits must be received at least 48 hours in advance of first scheduled sit to receive your 50% credit for future use. Visits cancelled less than 48 hour notice will be billed at half rate (deposit will be kept). Cancellation of regular weekly or daily dog walks or drop-ins require a cancellation before 9 am day of service or 50% of service charge will be billed. If pet sitter arrives to a visit to not be needed anymore, 100% service charge will be billed.
  • ID Tags
    Must be worn under our care which states pet(s) name and your phone number.
  • Vaccinations
    All pets should be up to date on their vaccines, de-worming, and flea & tick control.
  • Fleas and Ticks
    If any flea or tick is found on a pet, pet sitter will do a further check of the pet, dispose of them, and inform owner right away. If any fleas are found, pet sitter will bring a change of clothes for any future pet sits until it is cleared up to prevent transmission between households. **Owner must also inform pet sitter if they see a flea on their pet. Our clients health and safety is our biggest priority. Your cooperation is much appreciated.
  • Medications
    Client will provide directions for administration on the pet profile page when account is created and/or by other means to Pet Sitter. Client is responsible for notifying their veterinarian that the pet sitter will be administering this medication during clients’ absence.
  • Pet Health/Routine
    Client is responsible for notifying Biota Pet Care of any changes to their pet’s health or routine so that we can provide the best possible care for your fur-babies.
  • Form Signing
    When creating an account, all of the required fields in the client/pet care info/home care info, etc. need to be filled out in their entirety in as much detail as possible to further ensure great care of your pets while you are away as well as for the safety of your home, the pet-sitter, and our other pet clients (as some diseases can be transmissible to humans and other animals).
  • Time to Pet (TTP) Software
    All communication will go through Time to Pet (unless it is an emergency). Scheduling, changing, and cancelling visits can be done yourself through TTP, however please keep an eye out for a confirmation email or notification to know the requests are finalized.
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