Pet Service Policies
Cancellation Policy
We at STay At Home try our best to understand that there may be circumstances beyond your control that cause you to Cancel your pet's services.
Please Contact Us as soon as you know that you need to Cancel services. We schedule our time very carefully to be able to offer some of the most Compassionate Pet Care available to you and the rest of the Spoiled Pet Community. Our Overnight STays are a bit tricky to schedule last minute.
In order to Cancel your pet's services, Please Text or Call Us at
830-313-6356, as soon as you are able.
We Do Not accept Cancellations through Social Media or Email, at this time.
Drop-In Visits, Pet Walks, Sanitary Cleanup, and Dog Jogs must be Cancelled a Minimum of 12 hours before the Scheduled service. Any of these Cancellations made after the 12 hours will be subject to a 25% Fee, and must be Payed before any future services can be Scheduled.
If any of these services have been Cancelled late with us 3 times, you will be required to Prepay for services at the time of Booking, which would be Non-refundable.
Overnight & Day STays must be Cancelled during their Individual Cancellation Policies, and any of these services Cancelled after the time given will be subject to a 25-85% Fee, and must be Payed before any future services can be Scheduled.
Service Percentage Rate increases the closer your Cancellation Date is to the Service scheduled.
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Overnight & Day STays (1-6 Days)-Must be Cancelled a Minimum of 6 Days before the Scheduled service.
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Overnight & Day STays (7-14 Days)-Must be Cancelled a Minimum of 14 Days before the Scheduled service.
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Overnight & Day STays (15+ Days)-Must be Cancelled a Minimum of 21 Days before the Schedule service.
Pet Wedding Attendance must be Cancelled 72 hours before your pet's Scheduled service.
Sanitary Cleanup, also known as "Poop Scoop" must be Cancelled
24 hours before the scheduled service, even if part of a Scheduled Weekly Cleanup.
It is very Important to Let Us Know if you will be Returning Early, and if you are needing to Cancel any scheduled services. Any Cancellations made, after we have already entered your home, will be Charged as BOOKED, and will be Invoiced with the current services.
STay At Home reserves the right to Change or Modify this policy at our discretion!
Severe Weather &
Emergency Policy
There may be times that the weather prevents us from reaching your Spoiled Pet for Scheduled services, but we will take every Reasonable Effort to try and make it! If your pet's Personal Assistant is Unable to reach your home due to Inclement Weather or any Personal Emergencies, we will send a Backup Personal Assistant, after we have contacted you with the changes.
We will NOT put ourselves or any others in Danger to reach your Spoiled Pet, but will always do our best to have them taken care of!
In the event that we can NOT send someone out for your pet, we will reach out to your Emergency Contact for assistance. Please be sure your listed Emergency Contact has access to your home.
During Emergency and Inclement Weather situations, our Schedule may be altered to fit every Spoiled Pet's Scheduled services during that time period. We will keep you updated on any and ALL changes in your pet's care.
With Inclement Weather, we may have to shorten your pet's Outdoor Time & Walks/Jogs, but will be sure to give them plenty of attention inside. If we are unable to take your pet on a Scheduled Walk/Jog, due to Inclement Weather, we will be sure to add Extra Time to your pet's next Scheduled visit.
If you have any Schedule Changes, due to Inclement Weather or Emergencies, Please reach out to us to be sure your pet is on the schedule properly.
Booking Policy
We allow Bookings for your Spoiled Pet's Services to be made up to 90 Days in advance. At this time, we do NOT allow any Bookings more than 90 Days from the requested service.
Payment is Due before or within 24 hours of your pet's Scheduled Visits. STay At Home accepts Cash, Check and Zelle for all business-related Fees. Services will NOT be started/completed if Payment is not received during this time given. A Fee of $35 will be applied to all Returned Checks. In the event it is necessary to initiate Collections on any Added Visits/Services, on your Pet's Account, you as the Client will be Responsible for all Fees contributing to Attorneys and Costs of Legal Collections.
Pet Walks, Drop-In Visits, Personal Errands,
Sanitary Cleanup & Dog Jogs must be Booked a Minimum of 24 hours before the time requested.
Any Service requests after this period will be subject to a $10 Booking Fee, if the Service time is available.
Overnight & Day STays must be Booked a Minimum of 48 hours before the Days requested. Any STays requested after this period will be subject to a $15 Booking Fee.
Pet Wedding Attendance must be Booked a Minimum of 21 Days prior to the time of your Event! A scheduled Walk Thru with your Spoiled Pet is required before your Event.
We Highly Recommend taking advantage of the 90 Day Booking availability, to be sure we are available to keep your pet Spoiled!
Key Policy
We want to be sure your pet receives ALL of the Spoiled Care they deserve, and to make certain that we can reach them, we need to receive (2) Entry Keys to your home. We ask for two sets so that we have a Backup Key available for any Emergency situations with your pet's Personal Assistant. We highly recommend having these keys available at the time of your pet's Meet & Greet, so that we may test these key's entry, FREE of charge.
If these keys are NOT available at the time of your pet's Meet & Greet, you will be Responsible for setting a date with us to receive these keys, NO LATER than 24 hours before your pet's Scheduled services, at a rate of $10/each trip, for the Pickup and Return of these keys.
We understand if you are not wanting to give your pet's Personal Assistant access to your home prior to the 1st Service, but do Require the keys to be in our possession 24 hours before the Scheduled service.
If you are not able to supply us with keys beforehand, and will be using a Hide-A-Key or Key Lock, there will be a $20 Fee applied to the 1st Scheduled Visit, and we Require your pet's Emergency Contact be within walking distance available with a key during our scheduled service time, in case of any Entry Issues.
We are more than happy to use door codes, gate codes, garage keys and keyless entry, but do be aware that if there are any Electricity Outages, this may prevent us from entering your home. A Fee of $20 will be charged for any Inconvenience due to the entry of your home, such as an Incorrect Code given, Electrical Outage, or any Unknown Visitors present.
If any other Consultations are requested to be done before the day of services, we may pick up the keys at that time, as long as this meets our 24 hour Policy, for a $20 Fee.
We will NOT lock your keys inside your home at the end of a visit! Locking your keys inside runs the risk of us not being able to enter your home, if any Emergencies or Last-Minute Delays come about your travels.
Minimum Visits
STay At Home requires a Minimum amount of Visits for any Overnight & Day STays to be Booked. We will NOT agree to any Pet Services if you do not allow us to Spoil your pet properly!
If you will be away from your pet for 20 hours or more, your pet's care will be considered an Overnight or Day STay, and has a Minimum Visit Requirement.
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For our Spoiled Dogs, we Require a Minimum of 2 Visits per Day/Night. Although we Highly Recommend 3 to 4 Visits!
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For our Spoiled Puppies (under 6 months old), we Require 3-4 Visits, depending on your pet's Potty Training!
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For our Spoiled Cats and Other Indoor Pets, we Require a Minimum of 1 Visit per Day/Night. Although we Recommend 2 Visits!
After the pre-arranged services are completed, if your pet's Personal Assistant believes more Visits would be Needed to fulfill your pet's needs, we will contact you with our Suggestions. If you do not agree with these Extra Visits, we will reach out to your Emergency Contact, and request that they complete your pet's scheduled services. If we are not able to speak with you or your Emergency Contact, we will continue with the Extra Visits, and will Invoice these services with an extra $20 per Visit.
Drop-In Visits, Pet Walks, and Dog Jogs scheduled when you are gone less than 20 hours, do NOT reach this minimum requirement.
Holiday Policy
Holidays are our Busiest Times of the year, and most of our Spoiled Pets take advantage of our 90 Day Booking Policy--We recommend you do, too, because turning Spoiled Pets down is our least favorite time of year!
We require Holidays to be Booked a Minimum of 7 days with a
$10 Booking Fee prior to your pet's Scheduled Visit.
Cancellations for Holidays need to be made a Minimum of 5 days prior to your pet's Scheduled Visit, and are subject to a 50% Cancellation Fee, if Cancelled after this Cancellation Period.
STay At Home observes the following Holidays:
New Year's Eve & Day
Easter Sunday
4th of July
Indigenous Peoples' Day
Veteran's Day
Christmas Eve & Day
We do NOT Book services between August 18 and August 20, unless Booked a Minimum of 60 Days in advance, with a $100 Non-Refundable Fee due at the time of Booking.
(Holiday Cancellation Policy still applies to these dates)