Policy Agreement
The Pet Nanny Co. Policies (Updated May 2026)
Welcome to The Pet Nanny Co.! Thank you for choosing us to care for your pets.

All services must be scheduled through our online portal at thepetnannyco.petssl.com. For convenience, we recommend downloading the The Pet Nanny Co. App from your app store for easy scheduling, communication, and visit updates.

NEW CLIENTS
A sitter will be assigned to you and we will contact you to schedule an initial Meet & Greet prior to your first service.

• Initial In-Person Meet & Greet: Complimentary ($0)
• Additional Virtual Meet & Greet: Complimentary ($0)
• Additional In-Person Meet & Greets: $22

TEAM APPROACH
While we try to assign a primary sitter whenever possible, The Pet Nanny Co. operates as a team. The Pet Nanny Co. reserves the right to assign the most appropriate sitter available for each visit if your primary sitter is unavailable.

All services are subject to sitter availability and scheduling capacity. While we make every effort to accommodate requests, availability cannot be guaranteed.

The Pet Nanny Co. does not participate in shared reservations with individuals outside of the The Pet Nanny Co. team. If friends, neighbors, family members, or other service providers care for your pets during the same reservation period, The Pet Nanny Co. is only responsible for services performed during our scheduled visits and cannot guarantee care, home security, or outcomes outside those visits.

CLIENT PROFILE RESPONSIBILITY
Clients are responsible for keeping their client profile, pet profiles, emergency contacts, veterinary information, medications, feeding instructions, and home access details current at all times in the client portal.

The Pet Nanny Co. relies on this information to properly care for your pets and access your home. The Pet Nanny Co. cannot be held responsible for issues that arise due to outdated, incomplete, or inaccurate information in the client profile.

In the event of a pet health emergency, The Pet Nanny Co. is authorized to seek veterinary care using the veterinarian listed in the client profile or the nearest available veterinary clinic if the listed provider cannot be reached. Clients are responsible for all veterinary costs incurred.

PAYMENT
Payment is required at the time of booking.

We accept Visa, MasterCard, and AMEX. Tips may be added through the portal at checkout or set as automatic gratuity in your client profile.

Service requests are not considered confirmed reservations until payment has been received and the visit has been confirmed by The Pet Nanny Co.

• A $25 late fee may apply to unpaid invoices
• Unused service credits expire after 6 months

CANCELLATIONS
A 48-hour notice is required for cancellations.
Cancellations are non-refundable but may be applied towards future services if canceled with proper notice. No refunds or credits will be issued for early returns or late departures.

HOLIDAYS
Holiday reservations must be paid in full at the time of booking.

Observed holidays include:
New Year’s Eve • New Year’s Day • Martin Luther King Jr. Day • Presidents’ Day • Easter • Memorial Day • Juneteenth • Independence Day (July 4th) • Labor Day • Columbus Day / Indigenous Peoples’ Day • Veterans Day • Thanksgiving • Day After Thanksgiving • Christmas Day • and surrounding days.

• Major holidays (Thanksgiving & Christmas) require 7 days notice for changes or cancellations
• Major holiday visits are charged at 1.5× the regular rate
• A $6 per visit surcharge may apply during peak travel periods such as Thanksgiving, Winter Break, and Spring Break

LATE SCHEDULING
Services scheduled within 36 hours may incur a $15 service charge.

VISIT TIME WINDOWS
Clients may request preferred visit times; however, visits are scheduled within reasonable time windows based on route efficiency, sitter availability, traffic conditions, and weather. Exact visit times cannot be guaranteed.

HOME ACCESS
Clients must provide secure home access such as a lockbox, door code, or garage code.

A lockbox is strongly recommended when keys are required. If a sitter cannot access the home due to missing keys, incorrect codes, dead batteries, or building access issues, the visit will still be charged and additional fees may apply if a return visit is required.

INCLEMENT WEATHER
For vacation visits we will make every effort to reach your pets. If weather conditions become unsafe, visits may be delayed or modified. Walks may be shortened or replaced with indoor play and potty breaks when necessary.

ADDITIONAL POLICIES

• Crated dogs must receive more than two visits per day (except mid-day walk clients)
• Minimum cat visits are every other day
• Pets must be vaccinated
• We are not responsible for outdoor pets or pets with free outdoor access (dog doors or invisible fences)
• If a pet bites or injures a sitter, the client is responsible for medical costs
• Additional charges may apply for excessive clean-up, accidents, illness care, vet visits, waiting for building access, or other delays
• We are not responsible for false alarm charges
• No retractable leashes
• Please provide a properly fitted collar or harness (martingale or easy-walk preferred)

PET PHOTO SHARING
We love sharing the adorable pets we care for! Clients grant permission for photos of their pets taken during services to be used for marketing purposes, including our website and social media. For privacy, owner names, addresses, and personal information will never be shared.

Thank you for choosing The Pet Nanny Co. We look forward to caring for your pets.