Policies

We accept cash, check and all major credit cards. We require payment before the start of service so paying with a credit card is usually the easiest and effective way to pay. We have the right to assess a $25 late fee if payment is not made on time or if the check is returned.

Reservations

We recommend you make a reservation 3 weeks in advance of when you will require service, this way we ensure scheduling availability and have ample time to have a required Meet & Greet Meeting before starting service. If you need our services during busy seasons which are around the holidays (specifically Thanksgiving and Christmas) and spring & summer school breaks please be sure to make a reservation as far in advance as possible to ensure we have availability.

New and existing clients can make reservations by calling us at 720-660-3298 or filling out a reservation form on our website. In order to make a reservation online, existing clients can login through the Existing Clients login. For new clients you can fill out the new clients form located to the right and you will receive a follow up call in response to your service request. Once you submit the service request you will receive a confirmation within 24 hours, if you do not hear from us please follow up by calling.

Last Minute Reservations

If you are looking to make a reservation on short notice (less than 72 hrs – 3 days notice), if we have availability within our schedule we will be able to accommodate you and your pets. If we are able to accommodate you we will charge a $20 Last Minute Reservation fee. We apply this fee since we will likely have to rearrange our schedules in order to come out and do a meet & greet and then fit your pet into our pet care professionals schedule.

Cancellations

We understand sometimes unexpected things happen that require clients to cancel reservations, but we also have schedules to keep and we have reserved a time for you and your pet so it puts a wrench in our plans. If you do not call and cancel within 48 hrs (2 day notice) for pet sitting services and 24 hrs (1 day notice) for dog walking services you will be charged 50% of your service cost. THERE ARE NO REFUNDS FOR CANCELLATIONS MADE WITHIN 14 DAYS OF HOLIDAYS DUE (see below for list of holidays).

Late or Early Return

We understand plans change and we strive hard to accommodate our clients and their pets. If you plan on returning early please call and notify us within 48 hrs of the scheduled service. If you notify us in less than 48 hrs notice of the scheduled visit you will be charged 50% of the scheduled services. Once you are home we will then credit the money owed back to you for services not rendered.

If you notify us within 48 hrs that you will be returning late we will have enough time to make sure a pet care professional will be available to care for your pet(s).  If you notify us less than 48 hrs in advance a $25 service fee may be applied because we will have to rearrange our schedules and find someone who can service your pet.

 

Keys

Unless a client uses our services on a regular basis we do not hold keys. If we have to stop by and pick up & drop off your keys again we charge a $15 fee. At our meet & greet meeting we require two sets of keys to be given to us, one will be used when servicing your home and the other will be kept in a secured safe in case the backup pet care professional has to service your pets instead of your primary pet sitter. If you do not have two copies of your house key we will charge a nominal $3 to copy your house key. While in our care your keys will be kept on us at all times when we are out making rounds to clients homes and when they are not in use they are locked securely away. Your name and address will never be on your key so if by chance your key is stolen from us, the thief will never know what house goes to that key.

 

Holidays

Holidays are a busy time for everyone and we book up fast so be sure to call as far ahead in advance as possible in order to ensure you are able to retain our services.  We also charge an additional surcharge of $10 per day for all holiday services. THERE ARE NO REFUNDS FOR CANCELLATIONS MADE WITHIN 14 DAYS OF HOLIDAYS. The major holidays that these policies apply to are New Years Eve, New Years Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve and Christmas Day.

 

For the health & safety of our staff we do not

  1. Provide overnight pet sitting services to homes where clients smoke inside
  2. Provide service in homes where people who do not live in the home have keys and periodically come and go
  3. Provide service to pets who are aggressive towards humans or have ever bit a person
  4. Provide service to a home that is not sanitary or safe to be inside of

Five Star Critter Care was established with the primary goal to provide fantastic care to pets to ensure their health and wellbeing. If we believe for any reason that the care instructions given by the client are not in the best interest of their pet we have the right to decline to service your pet. We hope you can respect and appreciate this policy.

We appreciate your understanding of our policies! If you have further questions please feel free to call or email us for further clarification.

Happy Tails!

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