​Policies and Faq's:

​Home Access and Lock Boxes
​We ask that all new clients use a lock box for us to access their home.  Sophia's Wags N' Whiskers utilizes key lock boxes at your home to facilitate services and maintain your property's security.  There will be a one time $20 fee to cover the cost of the lock box which will be added to your first invoice.  If you do not want a lock box in order to provide access to your house, a $15 fee will be charged for the pickup and drop off key.  Anytime services are requested, simply place two copies of keys inside the lock box and securely hang it from a designated area  (usually an access door). It is your responsibility to ensure that your Client Portal is updated with the access code and location of the lock box to ensure our staff are able to access your home by simply using the dial to enter the code. After the visit has ended, our staff will place the key(s) back in the lock box. ​​
 
Invoicing & Payment​
Payment is due in full prior to the first visit.  We accept all major credit cards, and ACH payments.  Any invoice that is more than 30 days past the due date shall be subject to a $25 per month late fee.

Holiday Pet Sitting​
​A $6 surcharge will be applied to each visit that occurs on a holiday.  Holidays include Labor Day, Thanksgiving, Christmas Eve, Christmas Day,
 New Year's Eve, New Year's Day, Easter, Memorial Day, and Independence Day.  Reservations for Holiday services require 3-4 weeks advance notice.

Inclement Weather
Visits cancelled when there is a severe weather warning will not be charged a cancellation fee.  In the advent that we cannot come due to severe weather your emergency contact will be called.

Minimum Visit Requirements
We visit our dog clients at least every 12 hours, but it is strongly encouraged to book three visits per day so that they have a mid-day potty break as well.  For crated dogs and dogs under one year old, we require at least 3 visits per day.  While cats are in our care, we require at least one visit every 24 hours while you're out of town.  Our minimum visit requirements are to ensure that your pets are healthy and happy while you're out of town.

Visit Time Blocks
Due to traffic and that we're caring for live animals, all of our scheduled visits are scheduled in time blocks for morning, mid-day, late afternoon, and evening. You're welcome to schedule visits in the time blocks below.  For Puppy clients, we can offer a one-hour arrival time window.
​​Early Morning 7:00am-9:00am
Morning 9:00am-11:00am
Midday 11:00am-1:00pm
Afternoon 1:00pm-3:00pm
Late Afternoon 3:00pm-5:00pm
Evening 5:00pm-7:00pm
After Hours Evening 7:00pm -9:00pm There is an extra surcharge of $6 for this time period.
After Hours Morning - Any time prior to 7:00am - There is an extra surcharge of $6 for this time period.

Insurance
We are insured and bonded through Business Insurers of the Carolinas.  Proof of insurance is available upon request.

Background Check
Proof of background checks are available upon request.

Cancellation Policy
Please give us 48 hours notice of any cancellations if possible.  If services are canceled within 24 hours and payment has already been made, your balance will be credited to future pet sitting services.  There are no refunds or credits given for an early return home.  Your time slots are reserved for you and cannot be resold.