FAQ and Policies

ON THE SPOT POLICIES

PET SITTING

PET SITTING visits are seven days a week between 7 a.m. and 9 p.m. Early morning visits, before 7 a.m., and Late night visits after 9 p.m., are available for an additional $10 per visit. On The Spot requires a minimum of one visit per day for cats, and three visits per day for dogs, with the exception of the day of departure and arrival.

INITIAL CONSULTATION

To schedule your free initial consultation, you can fill out the form on our contact page, call us at (770) 710-2432, or email us at spotpets@gmail.com. Office hours are Monday-Saturday 7 a.m. – 7 p.m. Please allow us 24 hours to respond to non-urgent business. Voicemail messages are monitored for emergencies and urgent requests outside of office hours and will be handled as needed.

SCHEDULE REQUESTS

All schedule requests must be made online through the client portal. On The Spot can not be held responsible for any missed visits that are made via text, email, or over the phone. Visit requests made after 7 p.m. may not be processed until the following day.

VISIT TIMES

On The Spot will visit at the requested time as closely as possible. However, times may be shifted slightly to best accommodate all clients. We will do our very best to arrive at the appointed times.

HOLIDAYS

Thanksgiving, Christmas Eve, Christmas, New Year’s Eve, New Year’s Day, Memorial Day, 4th of July and Labor Day are an additional $10 per visit.

PAYMENTS

On The Spot accepts checks, Visa, Mastercard, Discover, and PayPal. All services are to be paid in full at the time of the booking or first day of service. Please make all checks payable to “SLYCO”.

LATE PAYMENTS

Payments are considered late if not received at the time of the first visit. There is a 30 day grace period following the date of the last visit before 25% late fees are charged.

RETURNED CHECKS

Return checks will be charged a $25 service fee.

CANCELLATIONS

On The Spot requires 12 hours notice prior to non-emergency cancellations. All cancellations must be done online, by 7 p.m. the day prior to the day of the scheduled service. Any cancellations made with less than 12 hours notice must be made via text and will be charged the full cost of the visit.

Cancellations due to illness will not be charged as long as notification of the cancellation is received prior to 7 a.m. on the day of the scheduled service. Any cancellations, made after 7am on the day of scheduled service are non-refundable.

Cancellations due to emergency or inclement weather will be handled on a case by case basis.

LAST MINUTE CHANGES

There are no refunds or credits for last minute changes to pet care. Once pet care begins, payment is due for the original dates scheduled.

HOLIDAY CANCELLATIONS

With the exception of severe weather, life threatening emergencies or a death in the family, any cancellations prior to a major holiday; (i.e., Christmas, New Years, Easter, Memorial Day, July 4th, Labor Day and Thanksgiving) with less than a five day notice will result in 100% of the total invoice of scheduled pet care.

LAST MINUTE BOOKING FEE

Services booked with less than twelve hours notice for non-holiday visits are subject to an additional surcharge of $10 per visit.

LAST MINUTE HOLIDAY BOOKING FEE

Services booked with less than forty-eight hours notice for holiday visits are subject to an additional surcharge of $10 per visit.

HOME ACCESS

Please be advised that if there are other persons entering and leaving your home, On The Spot can not be held liable for any damages or problems that may arise as a result. Please inform us at the time of consultation of anyone who may have access to your home while you are away. This includes cleaning services, repair persons, friends, family and neighbors.

KEY COPIES

At least one working key must be provided at time of consultation. On The Spot reserves the right to make copies of keys in order to provide necessary back up pet care.

INCLEMENT WEATHER

On The Spot requires the name and phone number of a person living nearby in the event of inclement weather. If On The Spot is physically unable to reach your home due to impassable roads, we will contact this person to request assistance. Your pets’ health and well-being is our utmost concern and we will contact you as soon as possible to keep you informed of these events.

PET CARE EMERGENCIES

In the event of pet illness or other emergency On The Spot will contact the pet owner immediately. If the pet owner cannot be reached, On The Spot will call the emergency contact listed on the client’s profile page. If we cannot get a hold of the client’s emergency contact, we will assess the situation and determine if the pet requires immediate attention, in which case we will transport the pet either to the Vet listed on the client’s profile page or in an extreme case, the closest vet available.

HOUSEHOLD EMERGENCIES

On The Spot will request the name and phone number of a trusted maintenance company or person to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and heating and air units.

UNFORESEEN PURCHASES

On The Spot will purchase pet food, litter, cleaning supplies or other necessary items that contribute to the health and well being of your pet while you are absent. We will retain a receipt. The pet owner is responsible for reimbursement of these items. In addition, a $14 trip fee will be charged to the pet owner.

VACCINATIONS & IMMUNIZATIONS

On The Spot requires that all pets have the necessary vaccinations and immunizations before service begins. We may ask to see expiration dates for rabies vaccinations.

ANIMAL BEHAVIOR

On The Spot does not accept responsibility or liability for animal behavior, normal or otherwise, which may result in injury to the client’s pets. Furthermore, if an On The Spot employee is harmed or injured by the client‘s animals, the client/owner accepts full responsibility for the cost of any necessary medical attention required by either the On The Spot Pet Care provider or by the animals.

OTHER DOGS

We will not permit your dogs to interact with strange dogs. If stray dogs that are off leash approach, we will do our best to keep interaction at a minimum and move away from them.

LEASHES

All dogs will be required to be on a leash during outdoor walks.

FENCES

No Fence system is totally secure. On The Spot does not accept responsibility or liability for any client’s animals that escape or become lost or injured, fatal or otherwise, when instructed to leave the client’s animals in a fenced area. This includes electronic, wood, metal, or any other type of fence.

PET WASTE

On The Spot will properly dispose of all pet waste. We do not require that you provide plastic bags for this purpose, but we do require owners provide or indicate a place for proper disposal of waste bags.

HOUSE CLEAN UP

On The Spot will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies. If there are accidents above and beyond the normal amount anticipated, extra visits may be recommended. If extra visits are refused and accidents persist, an extra fee of $10 per accident will be charged for clean up time.

REPORTS

On The Spot will provide a written report upon the completion of every visit. Reports will include time of arrival, general activities of their pet, and any issues that the dog walker or pet sitter may feel is important to mention. Photos of client’s pets may be taken and included in the reports. All photos taken are property of On The Spot and may be used for their files and on their website.

ON THE SPOT PRIVACY POLICY

On The Spot highly respects our clients’ entrusting us with the care of their home and their loving pets. All of your information will be kept private and confidential. On The Spot does not collect and store personal identifiable information from our website users unless they knowingly and voluntarily provide it to us. Our website is open to everyone, and we do not require you to enter any personal information prior to viewing our website. If you contact us through our website or via email, we will use the information you supply for the purpose of providing the service(s) you have requested. We may ask you if you want to be included on our contact list, and if you agree we may contact you from time to time. On The Spot Pet Sitting and Dog Walking Services does not share or provide any names/personal information to any third party.

We may collect the following information via submission on the “Contact Us” page:

• Name

• Email address

• Home or cell phone number

• How you heard about us

• Your enquiry details

Visitors to this website who have JavaScript enabled are tracked using Google Analytics. Google Analytics collects various data about the user which is used by On The Spot Pet Sitting and Dog Walking Services to optimize the website and to monitor the effectiveness of the website for marketing purposes. Google Analytics stores the following information:

• Time of visit, pages visited, and time spent on each page/visit

• Type of browser used

• Type of operating system and some software settings

• The referring website (for example, if you visited the site via Google – the search term used)

• IP address or host/domain name

Our web site contains links to other websites from other companies, and these companies have their own Privacy Policies, and are not covered under this Privacy Policy. It is always a good idea to check any web site’s Privacy Policy before you provide them with any personal information.

FAQ

Are you bonded and insured?

Yes! On The Spot is licensed, bonded and insured. All applicants are thoroughly screened before joining our team.

How will I know if the pet sitter/dog walker actually showed up?

We want you to feel 100% confident that you can trust us to be reliable and trustworthy, that’s why we use scheduling software with GPS tracking. Upon arrival to every visit, your petcare specialist will check in allowing you to see when the visit started. GPS tracking will let you see the route your dog walker is taking during their walk, and once the visit is complete, your petcare specialist will check out and send you a report to let you know how the visit went.

Will I have the same walker/sitter for every visit?

Yes! If you are a regular client with a recurring schedule, you will be assigned a primary pet sitter or dog walker for every visit. In the event that your primary sitter is sick or unavailable, we will notify you and a secondary petcare specialist will step in to cover your pet’s visits for as long as necessary. If you have an irregular schedule or use our services periodically, you may not have the same pet care provider every time.

Do you offer discounts?

Yes! In addition to our package discount, we offer referral discounts and various discounts throughout the year. That is why it’s important to follow us on social media to stay updated.

What is your cancellation policy?

On The Spot requires 12 hours notice for non-emergency cancellations. All cancellations must be done online, by 7 p.m. the day prior to the day of the scheduled service. Any cancellations made with less than 12 hours notice must be made via text and will be charged the full cost of the visit.

How do I schedule services?

All service requests should be made through the scheduling software. Service requests should not be made through your pet sitter or dog walker, via text, email, or phone unless it is a last minute request in which case, the client must contact On The Spot directly by text or phone. Independent pet sitters and/or dog walkers are not responsible for scheduling and therefore requests may not be received.

How do I get started?

You can text or call us at (770) 710-2432, or fill out the contact form on our contact page. We will respond within 24 hours to answer any questions you may have, and to set up a time for your free consultation.

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