Policies & Guidelines

Temporary Stays, Exceptional Live-In Care: Because Your Pets & Property Deserve the Best

Service & Pet Care

Liability

House & Hounds is not responsible for sickness, injury, escape, loss, accidents, or death of pets unless due to our negligence or willful misconduct.

Aggressive Pets

We do not service animals with a known bite history or aggressive behaviors.

Indoor/Outdoor Cats

Cats that usually go outside must remain indoors during our service period.

Outdoor Dogs

We do not service clients with fully-outdoor dogs or those planning to leave dogs outside or in crates for long periods. We are open to discussing exceptions on a case-by-case basis.

Diet Restrictions

We do not feed pets raw meat diets unless it’s a commercial diet with a pathogen removal process.

 Hidden Cats

Cats may hide during our visits. We will try to locate them but will not cause undue stress. We can offer advice to minimize stress for these cats.

Doggy Doors

Services for dogs using doggy doors are available if it is part of their routine and the yard is secure. Doggy doors must be closed from 10pm to 7am or in certain high-risk areas. We may close the doggy door if safety concerns arise and will contact you to discuss potty break options.

Handling Techniques

We may use safe handling techniques such as leashes, muzzles, or towel wraps for services like nail trims and medical care. These measures prevent bites and stress. If handling causes too much distress or poses a bite risk, we may not perform the service but can discuss alternatives with you.

Emergency Contacts

Clients must provide at least two local emergency contacts who can access the home and help in emergencies. We will confirm their availability upon booking.

Emergency Situations

In emergencies (e.g., severe weather, illness, accidents), we will contact you or your emergency contacts to ensure pet care continuity. Missed services due to such events will be refunded.

Payments & Cancellations

Payments:
  • A 50% deposit is required at the time of booking.
  • The remaining 50% is due 7 days prior to the service date.
  • For bookings made within 7 days of the service date, full payment is required at the time of booking.
  • Bookings are not fully confirmed until full payment is received.

 

Cancellations:

House & Hounds has a strict cancellation policy to maintain service quality and business stability. We appreciate your understanding of how cancellations impact our ability to serve other clients.

Single-Day Services:

    • Cancelling within 24 hours: 50% of the total price will be charged.

Multi-Day Services:

    • Cancelling within 10 days: 25% of the total price will be charged, with another 25% credited for future use within one year.
    • Cancelling within 3 days: 50% of the total price will be charged, with another 25% credited for future use within one year.

We recommend considering travel insurance to cover pet care costs in case of cancellation.

Medical Policies

Vaccinations:
  • All dogs must have up-to-date rabies and DAPP vaccinations.
  • All cats must have up-to-date rabies and FVRCP vaccinations.
  • Proof of vaccinations is required prior to service to ensure the safety of all pets in our care.
Non-Emergency Medical Issues:
  • House & Hounds will notify clients of any non-emergency medical issues as soon as possible.
  • If a client is unresponsive, House & Hounds will use its best judgment to determine if veterinary attention is needed and schedule an appointment if necessary.
  • Clients authorize House & Hounds to approve veterinarian-recommended services if they are unresponsive.
  • Clients are responsible for all related expenses, and House & Hounds is not liable for any outcomes related to the veterinary visit.
Medical Emergencies:
  • House & Hounds will make every effort to contact clients immediately in the event of a medical emergency.
  • If a client is unavailable, House & Hounds will approve necessary medical treatments within reason based on veterinarian recommendations.
  • Clients are responsible for all related expenses, and House & Hounds is not liable for any outcomes related to the veterinary visit.
Transport Fees:
  • A “Pet Transport” fee of $1 per minute will be charged if House & Hounds needs to transport a pet to the veterinarian.
  • A “Veterinary Attendant” fee of $50 plus $1 per minute over 60 minutes will be charged if House & Hounds needs to attend the veterinary appointment.

Property Policies

Liability:
  • House & Hounds is not liable for any property loss or damage unless caused by willful negligence or misconduct, including in the event of a break-in.
  • House & Hounds is not responsible for damage caused by pets (e.g., urinating, defecating, digging, scratching).
Cleaning:
  • House & Hounds will clean up after pets within reason, using the client's cleaning supplies.
Access:
  • Physical keys and/or lockboxes are required for home access. Door codes or garage door openers can also be used. I can provide a lockbox if needed.
Visitors:
  • Clients must inform me of any expected visitors (e.g., maintenance workers, gardeners, neighbors).
  • If a secondary caretaker is used, clients must inform me and provide their contact information. I will not provide services while others are present in the home.
  • If an unexpected person is in the home or attempts to enter while I am present, I may instruct them to leave and call the police if necessary. Service cancellation fees will apply in such cases.
Cameras:
  • I do not provide live-in services in homes with cameras in any bathroom or bedroom. If a camera is discovered in these rooms during service, I will discontinue services immediately and permanently.

Communication Policies

Reachability
  • We cannot provide services to clients who are not reachable by phone or request not to be contacted.
Response Time
  • As the sole operator, the owner will respond to communications as soon as reasonably possible, considering business hours and the time spent caring for other pets.
  • Non-urgent communications will be addressed during business hours.
  • For urgent matters, clients should call the business number and leave a voicemail if unanswered. We will respond as soon as possible.
Professionalism
  • Honest and respectful communication is essential for a professional relationship and successful pet care.