Policies
Below are Eden Pet Care’s primary policies
To review the full pet sitting Terms and Conditions for new clients, you can download this PDF
Service and Pet Care
Eden Pet Care is not responsible for sickness, injury, escape, loss, accidents or death of pet(s) unless caused through negligence or willful misconduct on the part of Eden Pet Care.
Eden Pet Care is unable to offer services to animals with a known bite history or aggressive behaviors.
Indoor/outdoor cats must be kept inside at all times during the duration of service.
Eden Pet Care will be unable to provide services to clients with fully-outdoor dogs, or who plan to have their dog(s) left outside for certain lengths of time during certain times of year, or in a crate for long periods of time. Eden Pet Care is happy to discuss these cases to determine if Eden Pet Care will be able to provide service.
Eden Pet Care will not feed a raw-meat diet to any pets (with the exception of commercial diets that utilize a pathogen removal process).
Clients must be prepared for the possibility of their cat(s) not coming out of hiding during the course of service. Eden Pet Care will make every effort to locate all cats within the allotted time, however, should the search efforts and attempts to handle/inspect a cat increase its distress, Eden Pet Care may be unable to interact with this cat. Some cats simply prefer to be left alone, especially in these situations. Eden Pet Care will advise clients on ways in which we can best work with these fearful kitties and try to make the experience as stress-free as possible for them.
Eden Pet Care will only provide services for dogs that utilize a doggy door if that is routine for that dog and if the client makes extra efforts to secure the yard/property. All doggy doors must be kept closed between 10pm and 7am, or at all times for homes with a pool or in certain areas of Albuquerque with greater predator risks or escape risk as determined by Eden Pet Care. Eden Pet Care may also require a doggy door to be closed during times of fireworks or mornings of ABQ Balloon Fiesta. If concern for a pet’s safety arises at any point due to outdoor accessibility, Eden Pet Care will close the doggy door for any or all duration of the service. In this event, Eden Pet Care will contact the client to discuss options for potty breaks.
Clients must agree to allow Eden Pet Care to utilize necessary and harmless handing techniques/tools for the safe and successful provision of services that involve direct handling or contact with a pet. This may include a secured leash, a muzzle, or a towel wrap, and may be necessary for services such as nail trims, brushing, and medical care. This requirement serves not only to reduce stress for the pet and increase their physical comfort, but it also prevents the possibility of a bite incident. It’s no surprise that some pets may want to tell a stranger not to handle them in strange ways in their own home, and since they can’t do that with words, they may do it with their teeth. This does not make any pet a “bad” dog or cat. However, it does mean that Eden Pet Care will need to take precaution to prevent an accident. During these efforts, if Eden Pet Care determines that the physical handling of a pet causes a pet too much distress/discomfort or still poses too great a bite risk to Eden Pet Care, Eden Pet Care will be unable to perform the relevant service. However, Eden Pet Care would be happy to discuss possible solutions for pets that are difficult to medicate or don’t like strangers handling them so that they can still receive important care. It is also strongly encouraged to consult with a veterinarian beforehand in order to prevent a potential problem and ensure your pet gets the care it needs.
Clients must have at least two emergency contacts, a primary and a secondary, who are in town, allowed access to the home, capable of helping and agreeable to helping in case of emergencies. Eden Pet Care will contact these persons upon booking to confirm. Assistance may include helping with a single issue or the possibility of assuming full responsibility of care or arrangement of care for the pet(s) for the duration of the booking.
In case of emergency or any unlikely event that prevents Eden Pet Care from providing some or all services (such as dangerous weather, severe illness, injury, car accident, death in the family, etc.), Eden Pet Care will do its best to ensure pets still get proper care by contacting a client and/or their emergency contact(s) to determine the best course of action. Any lack of service in situations such as these will result in a refund of the individual missed service(s) to the Client.
Payments & Cancellations
A 50% deposit is due at time of booking, and the remaining 50% is due 7 days prior to the service date. If scheduling within 7 days, full payment is due at time of booking. Requests are not considered fully confirmed until full payment has been sufficed.
Eden Pet Care maintains a firm cancellation policy due to the nature of the services provided and the ability for Eden Pet Care to stay in business. Eden Pet Care is appreciative of its client’s understanding considering the impact of cancellations upon the business – including not only the loss of that client’s business, but also the loss of potential clients that could have scheduled pet care during that time. It is recommended that clients consider travel insurance that may assist with the cost of pet care in case of cancellation. Cancellation costs will be due/charged upon cancellation:
If cancelling within 24 hours of a single-day service – 50% of the total price will be charged.
If cancelling within 10 days of multi-day services – 25% of the total price of the booking will be charged, with another 25% going back as a credit for future use within one year.
If cancelling within 3 days of multi-day services – 50% of the total price of the booking will be charged, and another 25% going back as a credit for future use within one year.
Medical
All dogs and cats must be up to date on a rabies vaccination, as well as a cat’s FVRCP vaccination and a dog’s DAPP vaccination. This is for the safety of both your pet and other pets in the care of Eden Pet Care. Clients must provide proof prior to service.
For non-emergency medical issues that may arise in a pet, Eden Pet Care will inform clients as soon as possible. If a client is unresponsive, clients must allow Eden Pet Care to use best judgement to determine whether or not the pet needs medical attention and schedule a veterinary appointment. If a client is unresponsive during this process, then a client must authorize Eden Pet Care to use best judgement to determine what veterinarian-recommended medical services to authorize for the pet. Clients will be responsible for these expenses and Eden Pet Care will not be liable for any outcome related to the veterinary visit.
In the event of a medical emergency, Eden Pet Care will make every effort to contact clients as soon as possible. At the appointment, Eden Pet Care will approve all medical recommendations from the veterinarian within reason unless a client remains available by phone to approve services. Clients will be responsible for these expenses and Eden Pet Care will not be liable for any outcome related to the veterinary visit.
In the event that Eden Pet Care needs to transport a pet to the veterinarian, a “Pet transport” fee of $1/minute will be incurred. Should Eden Pet Care need to transport and attend a veterinary appointment, a “Veterinary Attendant” fee of $50 plus $1/minute over 60 minutes will be incurred.
Property
In no event will Eden Pet Care be liable for any loss or damages to property unless willful negligence or misconduct is proven or admitted on the part of Eden Pet Care, including in the event of a break-in.
Eden Pet Care will not be responsible for damage to property due to the actions of a pet (such as urinating, defecating, digging or scratching).
Eden Pet Care will do its best to clean up after pets within reason and the allotted time, but will require the use of the client’s cleaning supplies.
Physical keys and/or lockboxes will be required for Eden Pet Care to access to the home. Door codes or garage door openers can be used in addition. A lockbox can be provided by Eden Pet Care.
Eden Pet Care must be informed of any expected visitors (such as maintenance workers, gardeners, or neighbors “checking-in”). If a secondary caretaker for the pets/home is to be used by a client, clients are required to inform Eden Pet Care of this person(s) and provide their contact information. Eden Pet Care will not provide services while any of these persons are present in the home. Should an unexpected person be in the home or attempt to enter the home while Eden Pet Care is present, this person may be instructed to leave, and/or Eden Pet Care will leave, and the police may be called if necessary. Service cancellation fees will apply if this were to occur.
Eden Pet Care will not provide overnight or live-in services to homes with cameras in any bathroom or the bedroom. If a camera is discovered in one of these rooms during the time of service, Eden Pet Care will discontinue services immediately and permanently.
Communication
Eden Pet Care is unable to provide services to clients who are not reachable by phone or request not to be contacted.
As the sole operator of Eden Pet Care, the owner agrees to respond to communications as soon as reasonably possible, taking into consideration Eden Pet Care’s business hours and the owner’s time caring for other pets in the community. Non-urgent communications will be responded to during business hours. For urgent matters during the course of services, a client should call the business number, and leave a voicemail if unanswered, to which Eden Pet Care will respond as soon as possible.
In order to foster a professional relationship and ensure safe, successful pet care, honest and respectful communication will be necessary at all times between Eden Pet Care and all of its respected clients.