Policies
The terms Client/Pet Owner are synonymous with the person contracting services for one or more domestic animals.
Jill’s Next Door Dog Walking & Pet Services LLC provides services to the Pet Owner/Client below which includes, but is not limited to: dog walking, transporting, pet visits, feeding, pet sitting, hotel visits, house checks, and caring for pets .
The terms of this contract apply to all pets owned by the Client, including any and all new pets that the Client obtains on or after the date that this service agreement was accepted and agreed to terms by client, at any and all locations the Client designates for service.
Client desires to engage Jill’s Next Door Dog Walking & Pet Services LLC to provide pet care and agrees to the terms and policies below:
Key Release Policy:
Two working copies of your house keys or—even better—a key code or a lockbox must be provided at time of the meet and greet. If you live in a gated community, you must provide a gate card, remote or appropriate access codes. NO KEYS will be mailed by regular mail. Should keys become unusable, lock malfunction, Client fails to leave a key or for any other reasons beyond Pet Sitter’s control, JND and Pet Sitters have authorization to employ the services of a locksmith to gain entry into a Client’s home on Client’s behalf. Client will be responsible for all expenses and time incurred and reimburse Jill’s Next Door upon return. If you prefer us to drive to you and pick up your key, and drop it off upon your return, there will be an automatic fee each way. We keep one key in our main office, and your primary sitter has the other key. Having 2 keys issues is imperative–that way if there is a sitter issue, Jill or her team will step in and act as a back up sitter to care for your pets.
We will not work with condominiums’ sales offices or leasing offices to pick up or drop off keys. Many times, the sales reps are off touring prospective owners/renters, or are not available when we arrive or depart to handle the key. Oftentimes, the sales office is closed for holidays or evening visits. We will, however, work with 24 hour desk representatives who have your key on file. Please note that this process may cut into your pet visit times. Front desk reps must be present upon our arrival and departure to handle your key–any additional time that we have to wait beyond reason may result in extra billed time.
House Access Policy:
Home and community/gate access is imperative for your Primary sitter and for Jill, to act as a back up should an emergency happen. We want to assure there are no missed visits. Lock boxes or key codes are JND’s preferred method of access to your home. Lock boxes can be sold by Jill’s Next Door ($25) or you may use your own. It is the client’s responsibility to ensure the lock box is in working condition and is placed in a secure location outside of the home before visits. Up to (2) tested key copies should be placed inside. If you only have one, that is fine too. Do not add key tags or key rings. If client’s use electronic locks, key fobs and garage code access, keys must be hidden on the property or with a neighbor in case of power outages or low battery issues. It is the pet owners responsibility to provide safe access to their home: leaving outdoor lights on for evening visits, cleared pathways of debris for home access, etc.
Rates and Fees: All rates and fees are accessible on our website: jillsnextdoor.com. A 5% administration fee applies to all invoice totals. Holiday fees may apply. If you are located outside of our territory, a mileage fee will apply. If you are looking for a specific time, visits outside our standard hours, or add-on concierge services, additional fees apply.
Pricing of Services:
All pricing of services offered by JND are listed on jillsnextdoor.com and have been calculated according to national and local averages. Client is expected to submit payments for posted rate and follow all cancellation and policies on all services provided by JND. A 5% administration fee applies to all invoice totals. Holiday fees may apply. If you have visiting pets (besides household pets), an extra fee per pet will apply.
Payment Policy:
JND accepts payment via credit card or Paypal through our secure merchant account through Time to Pet. We will email you a detailed service order for your review before your departure. Let us know if any changes need to be made to the order. We must have a credit card on file before the start of services. Your card will be charged if no action is taken within 4 days of your arrival home. No cash or check payments will be accepted. Tips are greatly appreciated by the sitter and receive 100 percent of the tips for a job well done. You can add the tip to your invoice, or leave cash for your sitter. JND can also add a tip at the end of services as well.
Refunds:
You can use the remaining credit balance for future services. Credit expires after one year.
Cancellation Policy:
JND adheres to a NO OVERBOOKING policy. This means when you schedule a visit(s), we block out time for your request and dedicate this time to your visit. You will be charged for all visits and overnights without proper notice of cancellation.
DAILY WALK CANCELLATIONS (NON VACATION VISITS) : 24 hours or more notice to apply payment from cancelled visit(s) to future visit(s). Less than 24 hours notice for cancellation results in full visit charge..
PET SITTING VISITS DEPOSIT POLICY: Due to high demand, we are now utilizing a deposit policy for both throughout the year.
Upon confirmation of your upcoming requested visits for pet sitting visits, a 50% deposit will be required at the time of booking. This deposit will be used towards your final invoice.
This deposit is fully refundable up to 14 days prior to the start of your services.
If the appointment(s) is canceled 13-8 days prior to the start of services, the deposit will be forfeited.
If the appointment(s) is canceled 7-0 days prior to the start of services, the deposit will be forfeited, and the remainder of the invoice total will be due.
This deposit policy will be applied to the following services all year round
Pet Sitting Visits, Pet Taxi, Hotel, AirBnB, Rental Pet Sitting
In-Home Overnight Services, Almost Overnights
Please note: The deposit policy does not apply to clients on a recurring schedule; any canceled appointments on a regular recurring schedule will be held to the standard cancellation policy of 24 hours.
A lot of planning goes into scheduling care for your pets. Our team works very hard to accommodate everyone to the best of our abilities so that you (our clients!) can fully enjoy your time away and have peace of mind that your pets are in good hands with our team. This policy is in place to protect your requested time as well as to protect our staff from last-minute cancellations that are not always possible to fix during peak hours.
Weather (hurricane, snow storms, tornadoes, etc), civil unrest, dangerous travel situations or other unavoidable disasters may be considered a natural disaster and may qualify for a full refund. Each circumstance will be closely monitored and considered at the time of the event.
Early Return to Home or Late Departure from Home:
Reservations are made to plan sitter availability for Client’s reservation dates. Therefore, Clients returning home early or departing later than the reservation will be required to pay for the full reservation amount of time, regardless of whether Client returned home early or departed later than the prior reservation scheduled. No amount of money will be refunded to Client for early returns home or late departures from home by Client after a reservation date has been agreed upon.
JND Office Hours:
Our regular business hours are Monday thru Friday from 9am-5pm. To make a reservation, please schedule through your online account via Time to Pet. Messages are monitored for emergencies when the office is closed. All other messages will be returned during business hours. Pet care hours are from 7am-9pm.
Reservations:
All reservations must be submitted through your Time to Pet account, and confirmed from our end. Text messages, emails, assumption, and other methods are not valid scheduling confirmations and JND will not be responsible for non-scheduled visits. Under no circumstances are clients and staff permitted to communicate directly through personal means. Any and all communication can either be directly relayed to the staff through the messaging system in Time to Pet or can be communicated through the management team, who is in constant contact with the team throughout operation.
Visit Hours:
We require a minimum 2-hour time window for all appointment requests, as we cannot guarantee an exact time due to the nature of the schedule.
Confirmations of appointment requests will be approved for the time window and will be spaced out appropriately for any multi-service requests. The most accurate time of arrival can be seen on your Time to Pet Portal on the morning of the appointment but is subject to change bearing any last-minute changes or emergencies that are out of management’s control. If your pet has any age or health restrictions, please let us know!
JND works in visit timeframes, not exact times–unless the pet requires timely medication distribution. Please add target time in the notes section when you request to schedule, and we will tray to accommodate.
TIMESLOTS:
Morning Visits: 7am-9am
Mid-Morning Visits: 9am-11am
Midday Visits: 11am-2pm
Late Afternoon: 2pm-4pm
Dinner Visits: 4pm-7pm
Night Visits: 7pm-8:30pm
If visit requests are before or after our dedicated time slots, a fee will be added for outside hour visits.
Last Minute Service Request:
Sometimes emergencies happen–our goal is to help you when you need it most, even at the last minute. Sitters have set schedules and time blocked, and it is extremely cumbersome to receive last minute non-emergency requests. Scheduling is first come, first serve. We will turn away last minute requests when we are booked. We suggest regular clients BOOK ONE MONTH IN ADVANCE FOR THE ENTIRE MONTH. Please note a $10 fee will be added to last minute requests (last minute is within 24 hours of services).
Friends and Family Access:
We understand that your friends and families may want to check in with your pet while you are away, or that a relative or friend may be staying at the home while our services are rendered. Please alert JND and the sitter of ANY PERSONS who has access to your home with your permission for safety purposes. JND reserves the right to leave the property should they feel uncomfortable or unsafe if persons with access arrive home during their visit. Refunds will not be provided. JND will not be held responsible for any mistakes, misfortunes. or damages incurred to or in your home or pet made by persons who have access to clients home.
Holidays:
*A 5% administration fee will be applied to each invoice total. New Years Eve, New Years Day, Easter, Memorial Day, Independence Day, Juneteenth Independence Day, Labor Day, Black Friday, Veteran’s Day, Columbus Day, President’s Day, Martin Luther King Day, Thanksgiving Day, Christmas Eve, and Christmas Day. Clients will be billed an additional $15 fee for each pet sitting/dog walking visits and $30 overnight fee on these holidays.
Highrise Visits:
Please note that if you live in a highrise, we require 45 minute dog walks and pet sitting visits to assure we have enough time with your pets(s) with consideration to: parking, front desk, key pick up and drop off, fob use, several elevator trips, etc. Adding the extra minutes allows us to get through the building while still providing a full service to your pets. This applies to dogs only, cats and other small pets can retain the 30 minute visit option.
Off-leash Dog(s):
Some of our Clients request off-leash activity and play with their dog(s). Client is aware and agrees that the Client’s dog(s) may be off-leash in designated dog parks, backyards, and other fenced in legal-for-dogs areas in order to provide maximum exercise and play for Client’s dog(s). Client agrees that should the Client’s dog(s) run away or be injured during the off-leash play time, neither Jill’s Next Door Dog Walking & Pet Services, LLC nor Jill’s Next Door Dog Walking & Pet Services, LLC walkers/sitters will be held liable for any damages resulting to people or other animals or to the Client’s dog(s). Dogs will ALWAYS remain leashed in open areas (neighborhoods, public areas, unsecured yards, etc.) as per Palm Beach County leash law.
Sitter Assignments:
We assign each client to a primary sitter, however, if the primary sitter is unavailable, a secondary sitter or the owner Jill may be assigned to cover the visit. This includes all visits, and may include breaking the visit requests up between sitters (shift work).
Dog Leash Behavior:
If a dog is unwilling to go for a walk, puts on the “brakes,” we will do everything in our power to encourage the dog to continue on the walk. Treats, running start with dogs, words of encouragement, etc. We will not pull the dog down the street and find alternative ways to exercise the pup. That may be play time, remaining idle until the dog is ready, sniffing outside, or waiting patiently. If the behavior continues, we will discuss leash training with the client and refer you to a higher level of care.
Client Home Care Needs:
Jill’s Next Door Dog Walking & Pet Services, LLC will water up to 5 indoor house plants if the client is on vacation. JND is not responsible for wilted, dead or otherwise unhealthy plants. Jill’s Next Door Dog Walking & Pet Services sitters will work hard to follow written instructions as precisely as possible, but cannot be responsible if the results are not favorable to the Client. Please place all indoor plants together on a waterproof surface in plain sight as your pet sitter is not responsible for water-damaged areas or missed plants.
Jill’s Next Door Dog Walking & Pet Services, LLC is not responsible for damage to the home beyond the control of the sitter. This includes, but is not limited to: electrical problems, leaks, and acts of nature. All repairs to home, related fees, will be paid by Client or fully reimbursed to Jill’s Next Door Dog Walking & Pet Services within seven (7) days of Client’s return date.
Jill’s Next Door Dog Walking & Pet Services, LLC is not responsible for any damage to the property or home of the Client unless such damage is caused by the negligent act of Jill’s Next Door Dog Walking & Pet Services.
Jill’s Next Door Dog Walking & Pet Services, LLC is not liable for any loss or damage in the event of a burglary or other crime that should occur while under this contract. Client agrees to secure home prior to leaving the premises. Jill’s Next Door Dog Walking & Pet Services will attempt to re-secure the home according to Client instructions at the end of each visit.
Client is responsible for pet-proofing house and yard and security fences/gates/latches. Jill’s Next Door Dog Walking & Pet Services will not be responsible for the safety of the pet(s) and will not be liable for the death, injury, disappearance or legal consequences of any pet(s) with unsupervised access to the outdoors (in addition to pools if applicable) in regard to unleashed care of Client’s dog(s).
Pet Illness/Veterinary Care/Restocking Supplies:
Client is responsible for updating their Vet Information in their Time to Pet Pet Profile. Client also must provide the vet with a release for JND to aid pets in client absence. Client is aware and agrees to the medical costs of any fees should they arise from animal(s) being ill or otherwise needing veterinary care. Client agrees to pay Jill’s Next Door Dog Walking & Pet Services per hour should the sitter need to take the pet(s) to the vet. If the sitter needs to restock supplies that the Client agrees to provide but that are not provided at the time of the sit (such as pet food or medication), Client agrees to pay Jill’s Next Door Dog Walking & Pet Services a restocking fee as an add-on concierge service that can be booked through Time to Pet. If your pet is sick and elderly while in our care, a discussion and a plan about medical emergencies must be made should a pet succumb to his or her illness while you are
Special Needs Pet Sitting:
We are happy to provide medication to your pets. Client acknowledges that JND will give injections/medications as instructed by the Client, however, we cannot guarantee the outcome of such injections. Client understands that JND pet sitters are not licensed veterinary care professionals. We will care for special needs pets provided their condition is stable and client provides us with accurate dosing instructions. Client understands the risks involved, and agrees that JND will not be held liable for harm or death to pet(s) resulting from injections/medications. Client also holds JND harmless in the event the pet(s) suffers adverse reactions or shock while JND pet sitters are away from the Client’s home. We will not pet sit for acutely ill pets, pets with uncontrolled/untreated medical conditions, or any pets that are aggressive. We suggest the pet be boarded with a veterinarian or at a kennel. We will make every effort to administer medications that the pet(s) in our care requires. However, if the pet absolutely refuses to cooperate, client authorizes and accepts charges for transport of pet(s) to veterinarian and for veterinary administration of medications. In the event the pet continues to prevent us from medicating them, client agrees to allow us to leave the pet with the vet, and accepts all charges. JND is authorized to seek any emergency veterinarian assistance needed during visits, at the cost of the Client, from any veterinarian as chosen by the sitter, should Client’s own vet not be available. We will, of course, make an effort to contact the Client before veterinary care is sought, but reserve the right to have pets treated, in the event the Client and their emergency contact is unreachable. JND will not be held responsible for the health/well-being of the pet should Client refuse veterinary care when pet sitter deems it is necessary. JND is not responsible if, despite our best efforts, a pet refuses to eat, drink, accept medication, or to be walked. Pets that will not eat/drink or take medication will be transported to a vet, at the Client’s cost.
Emergency Care Policy:
In the event of a pet illness or other medical emergency and a specified vet is unavailable, the pet will be taken to the closest vet or Emergency Care Hospital. Client understands and agrees that attempts will be made to contact them in case of emergency, and if Client is unreachable, Pet Sitter has permission to authorize any care that the vet deems necessary for pet’s health, safety and survival.
Client agrees to reimburse Jill’s Next Door for any additional fees and all costs relating to vet care during their absence, which may include x-rays, blood work, surgery and/or other expensive procedures, as well as an emergency medical transport/taxi fee. For the safety of your pet and others, pets must have current vaccinations. Should Pet Sitter be bitten or otherwise exposed to any disease or ailment received from Client’s animal which has not been properly vaccinated, it will be the Client’s responsibility to pay all costs and damages incurred by the victim. If a dog should bite an independent contractor, the client is responsible for arranging care, either a friend, family member or kenneling for the dog for the remainder of the visit series. The client will incur all costs related to the alternate care and medical expenses related to any injury.
Pet Care Plan/Home Details through Time to Pet:
It is up to the client to update their pet care plan and home care plan as needed. This includes, but not limited to: medications, feeding instructions, home care/address/keys/alarm codes/etc. We cannot consider a message or a text of changes a formal change to the pet care plan. All updates MUST be changed by the client in their pet care and home plan. Clients must review their home details and pet care plan(s) before visits for accuracy.
Extra Fees/Charges Policy:
JND blocks times scheduled for your visit according to your request, and bills only for the time requested. Jill’s Next Door reserves the right to invoice/bill, a fee per 15 minutes or any portion thereof, for additional time spent overstated visit time that is necessary for the care of Client’s pet(s) and home. This includes service and time for the following, but not limited to: waiting for client to return home, all veterinary trips; pet illness; excessive clean-up resulting from pet incontinence, accidents or frequent vomiting; complications administering medications; obtaining pet food, medication or supplies; wait time for emergency home repair; search for pet(s) that escaped confinement. The client will be held responsible for all expenses incurred and reimburse Jill’s Next Door upon return.
Client Relations Policies:
Client agrees to not solicit any JND sitters for pet care, exclusive of JND. Client agrees to inform JND in the event that any of JND sitters solicits business from client. Florida Independent Contractor Law reserves the right to penalize the sitter $1,000 per client taken on by the sitter outside of JND.
JND has a strict zero tolerance policy for disrespectful, abusive, belittling, or of the like interaction from client to sitter or sitter to client. JND reserves the right to end the contract should such a situation arise. Client reserves the right to end relations with JND, should the client feel this policy is breached by sitter.
Outdoor Pet Policy:
All pets housed outdoors or with outdoor access must have adequate shelter with access to shade and water. JND will not leave pets outdoors unattended without the dog door. There must be a hot weather plan in place when temperatures or exceed 90°. Dogs and cats must have updated tags. In the event, a pet escapes confinement Client understands and agrees that attempts will be made to contact them. If the Client is unreachable, Pet Sitter has permission to extend the visit to search for the pet as necessary. Dog walker has the right to limit a dog walk length should temperatures exceed 90 degrees, or during heavy rains and thunderstorms. Dog walker will continue the visit in the safety of the indoors during the remaining visit, wait out the rain, or take multiple breaks from walking.
Inclement Weather Policy:
In order to ensure the safety of JND and clients, the Inclement Weather Plan is initiated when potentially dangerous weather conditions make it difficult to access clients’ homes. While this may be rare, I have had to initiate this plan during hurricane season for safety purposes and road closures. I announce the Inclement Weather Plan for that day and specific weather concerns via social media and email. All clients should provide an emergency contact upon registration. With the usual rain or shine, we will be there. However, we will not walk if there is a torrential downpour or dangerous lightning; we do not want to put your dog(s) at risk. We also take into consideration how your dog feels about walking in the rain. JND will make up the time by bringing the fun and exercise indoors, while trying to get them out for a quick potty break.
When the temperature exceeds 90 degrees, we may also limit time outside or divide the walk into two shorter walks. The comfort and safety of the dog in extreme heat, protection from hot pavements, and heat stroke avoidance is our main goal in these conditions. Plenty of water and cool down time will be provided after all walks.
Barking/Noise Disturbance to Building Complex/Disrupts Neighbors:
JND has the right to add on services/time allotted or make alternative arrangements for pets (kennel) if a pet is causing noise (barking, whining/other) that disrupts the peace of the complex or to the neighbors. The client will be notified of the issue, and collectively we can find alternatives to alleviate the problem in the best interest of the fur client, client, neighbors, and managing offices of the complexes. If the client is unreachable, the client agrees that JND will take initiative to add additional hours to the visit, or taxi the pet to a local boarding facility. Client is responsible for any and all adjustments to their invoice.
Buddy Walks:
If you have a friendly neighboring pup that you would like a walk with, both dog owners must agree and a meeting with all parties is imperative to assure pup temperaments work together. We must confirm that both dogs are not aggressive and work well with one another. Screening is a must. Both parties will be charged standard rates.
Pet Taxi:
A waiver for the pet taxi service must be signed. Additional fees may be accrued if the drive is further than our designated time allotted for pet taxi.
Canine Aqua Fitness:
Pre-screening and Assessment: Before the start of services, we will ask you prescreening questions in regard to your pet’s health, ability, and goals with our program. Once we collectively determine that your pup is a candidate for aqua fitness, you and your pup will meet with our Canine Aqua Fitness handler to assess of your dog’s swim level.
Waiver and Orientation: Waivers and orientation must be completed before the start of services. The orientation will include a life vest fitting (vests provided by you or Jill’s Next Door), assessment, and collection of the signed waiver. Orientation and assessment session is 90 minutes of vest fitting, handling instructions, customized program planning, acclimation and education. Owner must be in attendance for the orientation and assessment. Initial Consult and Assessment Fee: $75
Health and Safety: Our goal is always safety and healthy first! If your dog is prone to (or has had previous issues) with: ear, urinary tract, and/or skin infections, please keep a watchful eye on any symptoms. We thoroughly rinse the dogs after swimming and towel-dry them off. We highly recommend consulting with your veterinarian to assure your dog is healthy and green-lit to swim. Please talk to your vet about ear drops or preventative measures to avoid ear infections. We will happily administer drops with your consent. Life vests are required for all swims. We will never leave your dog unattended in the pool or backyard. If your pet has difficulty with the pool steps, we recommend adding a pool ramp for easier access. Please make sure your pool is properly chlorinated to reduce eye burning. Please do not feed your pup right before the swim session. Be sure to have a fresh water hose ready for clean up.
Hotel Visits:
Front desk must be aware that our company will be providing care for your pet during your hotel stays. Hotel has to have our name and be given access to a room key. The hotel may remove our name from access to your room once the visit has been completed. Please note that if you live in a highrise, we require 45 minute dog walks and pet sitting visits to assure we have enough time with your pets(s) with consideration to: parking, front desk, key pick up and drop off, several elevator trips, etc. Adding the extra minutes allows us to get through the building while still providing a full service to your pets. Clients are responsible for the invoice for sitter parking at the hotel.
Affiliate Partners: Our affiliate partners include Professional Pet Portraits with Justin Price and Online Dog Training with Spirit Dog Do Training. JND conforms with Terms and Conditions and Privacy Policies regulated by the FTC. All matters and issues regarding these programs must be handled with the company we are affiliated with and will not be held responsible for outcomes related to these partners.
Shop for a Cause: JND does not receive a commission for any of the products or services with the Online Cat Training with Cat School, Ropes for Rescues, Scentsy, Candles for Good, AdoptAgust, or Saint Rocco’s Treats. JND is not held liable for any services or products from these establishments, Client must contact the shop or training directly with any issues regarding their offerings.