Payment & Cancellation Policies
West Hills Elite Pet Services (WHELP) accepts all major credit cards via online bill payments through SQUARE and cash, cashier’s checks and money orders. (Cash payments can only be done with the owner of the company, Mon-Fri during regular business hours.
Checks are accepted will still require a hold for the entire amount of service on a credit card or cash until the check clears. We will accept checks to pay for a service, but not for an initial space/service hold deposit (50%). Make all checks payable to West Hills Elite Pet Services, or WHELP.
To reserve your board and train and/or pet sitting services will require a deposit of (50%) of the total amount of service invoice. You are welcomed to pay the total of the invoice in advance. We understand and respect that some clients may choose not to pay for the other 50% until services have been rendered, we will just need to have your credit card on file, which will not be charged until the client returns/service ends.
CANCELLATION POLICY & FEES*
It is not unusual for trip plans to change at the last minute. However, please understand that West Hills Elite Pet Services (WHELP) may have turned away business in order to accommodate your requested services. Therefore, we do enforce a strict cancellation policy. With the exception of severe weather, life threatening emergencies or a death in the family, cancellations with less than 7 days’ notice prior to your scheduled board and train or pet sitting service will result in you being billed 50% of the total invoice for the scheduled pet care. There are no refunds or credits for early returns or changes to pet sitting schedules once pet sitting has begun. Scheduled services and reservations cancelled 48 hours or less and/or no shows of Scheduled service will be charged the full 100% of your bill.
*Board & Train, Pet Sitting Services only
With the exception of severe weather, life threatening emergencies or a death in the family, any cancellations with less than 14 days’ notice prior to a major holiday (ie: Christmas Eve, Christmas, New Year’s Eve, New Year’s Day, Easter, Memorial Day, July 4th, Labor Day and Thanksgiving) will result in you being billed 50% of the total invoice for the scheduled pet care. We request your understanding that Holiday travel is a peak service time for pet care.
DOG TRAINING BILLING POLICY
West Hills Elite Pet Services (WHELP) offers weekly, bi-weekly and monthly billing options. The monthly billing option is offered at West Hills Elite’ discretion and only after 60 days of continuous service. The monthly billing option can be revoked at any time and for any reason. There is a 7-day grace period for payment, after which your bill will be considered delinquent.
PET SITTING BILLING POLICY
Any pet sitting spanning longer than 3 days must be paid with a % deposit advance. West Hills Elite Pet Services (WHELP) must receive all payments 7 days prior to start date. Failure to provide full payment 7 days prior to the start of all pet sitting services spanning longer than 3 days will result in the cancellation of service. West Hills Elite Pet Services (WHELP) is not responsible for any monetary losses you might incur if services are cancelled due to lack of payment.
DELINQUENT PAYMENT POLICY
There is a 20% late fee for all late payments. You will receive a 7-day grace period following the due date for services rendered, after which there will be a 20% per week interest charge on the entire balance. If there is an unpaid balance for over 10 days, West Hills Elite Pet Services (WHELP) reserves the right to discontinue caring for your pets until balance is paid in full. Balances that remain unpaid for 30 days will be sent to collections.
RETURNED CHECK CHARGES
There is a $30 fee for all returned checks.
West Hills Elite Pet Services (WHELP) will purchase pet food, cat litter, cleaning supplies or other necessary items that are essential to the health and well-being of your pet while you are absent. We will retain a receipt and the pet owner is responsible for reimbursement of these items. In addition to item reimbursement there will be an additional $20 trip fee. Please make sure that all items needed to care for your pet are in full supply prior to the start of service.
*For pet sitting services in your home only.
HOURS OF OPERATION
We are caring for pets 365 days a year. Our pet care hours begin at 6:30 a.m. and end at 07:00 p.m. We are available to take your calls 8:00 a.m. – 6:00 p.m. Monday through Friday, and 9:00 a.m. – 5:00 p.m. Saturday. Sunday we are closed except to board and train clients. We will be checking the phone via voicemail and text and email periodically during off-hours in case of emergencies.
SCHEDULING REQUESTS, CANCELLATIONS, & CHANGES
All scheduling must be completed through the main office or our online scheduling system. This is to ensure both proper billing and accurate scheduling. All trainers and sitters have been instructed to refer you to the main office for any changes, additions, or cancellations you may have. We cannot guarantee services if we are not directly notified of your request. Cancellation notifications made through your walker/trainer will result in you being billed for those scheduled services. All scheduling is to be made through the main office via call, text, email or online scheduling system.
LAST MINUTE SCHEDULING REQUESTS
Last minute emergencies and business trips do happen, and we will do our very best to accommodate any last-minute requests. However, we cannot guarantee services without sufficient notice and/or the required deposit.
TIME BLOCKS FOR IN-HOME SITTING OR WALK, & TRAIN
We offer several conveniently scheduled time blocks to accommodate your busy work schedule and vacation needs. We cannot guarantee that we are going to arrive at a specific time. However, we do guarantee that we will arrive within one hour of the time you requested. A note will be added to your requested visit notifying your trainer or sitter of the time you prefer. Exceptions are made for pets with time-sensitive medical needs.
“HONEY, I’M HOME” CALLS & POLICIES
Please remember to call when you have returned home safely! If we do not hear from you, we will continue visiting to assure the safety and well-being of your pets. Additional trips will be added to your bill at the regular rate. Please contact the main office at ANY hour and leave a voice or text message that you have returned.
Home Access & Security
West Hills Elite Pet Services (WHELP) must obtain a verified copy of your house key during the initial in-home visit when pet sitting services are scheduled and care agreements have been signed. Keys will be returned directly to you or by certified mail within 7 days of the end of your pet sitting service unless other arrangements have been agreed upon. It is recommended that your key remain in your West Hills Elite Pet Services (WHELP) file for your convenience and for use during future services. There is a key pick-up charge of $10 if we need to arrange pick up of keys for future pet sitting requests. We require a key for all pet sitting assignments, even if you have provided a garage or door access code, to protect your pet in the event of a power outage or garage door malfunction.
Always notify your alarm company, door person and/or gate guards that West Hills Elite Pet Services (WHELP) will be caring for your pets so that we are allowed access to your home and service goes uninterrupted. If possible provide a gate card, gate remote control, or key fob.
UNAFFILIATED PET CARE & SERVICES
West Hills Elite Pet Services (WHELP), company owner, agents, assigns, successors and heirs are not liable and are completely indemnified for any and all liability stemming from the act(s) or failure to act of third parties, whether known or unknown, including but not limited to, friends, neighbors, relatives or other service persons., that shall enter your residence for any purpose while West Hills Elite Pet Services (WHELP) is caring for your pets. Please provide the names, phone numbers, and license plate numbers of any and all persons not affiliated with West Hills Elite Pet Services (WHELP) that may be entering the home in your absence or may be parking in your driveway while you are away. Any and all unexpected vehicles or people will result in a phone call to the police.
Pet Behavior & Safety
If a pet has a history of biting or other aggressive behavior, West Hills Elite Pet Services (WHELP) reserves the right to refuse service.
For any service provided, if your pet struggles during one of our private services or needs additional major attention outside the realm of “standard obedience” i.e. can’t or won’t loose leash or heel, leave it or focus, the pet will be required to attend private training classes at the owner’s expense until the pet can properly be restrained and redirected for safety purposes.
Bites must be reported to the local authorities as provided by law. The owner will be liable for the representative’s medical care expenses and damages that result from an animal bite.
Animal behavior can be unpredictable. West Hills Elite Pet Services (WHELP) does not accept responsibility or liability for animal behavior, normal or otherwise, which result in injury to the client’s animals. Further, if a West Hills Elite Pet Services (WHELP) provider 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 West Hills Elite Pet Services (WHELP) Pet Care provider or by the animals. It is expressly understood and agreed that West Hills Elite Pet Services (WHELP) shall not be held responsible for any damage to Client’s property, or that of others, caused by Client’s pet(s) during the period in which the pets are in the care of West Hills Elite Pet Services.
*Pet sitting service only.
We strive to create a safe and healthy environment for your pets and our staff. In the event of extreme temperatures or severe and hazardous weather conditions, your West Hills Elite Pet Services (WHELP) caregiver will be directed to provide a potty break and spend the remainder of the visit playing with your pet indoors. These weather conditions include: temperatures exceeding 88 degrees, temperatures below 10 degrees, torrential or freezing rain, hail, and when lightening is present. If your pet has heat or cold sensitivities beyond breed standards, please inform us at the time of your initial consultation.
In the event of inclement weather, West Hills Elite Pet Services (WHELP) has requested on your profile the name and phone number of a person living nearby. If West Hills Elite Pet Services (WHELP) is physically unable to reach your home due to impassable roads, please provide us with this information so that we can contact this person to request assistance. Your pets’ health and well-being are our utmost concern and we will contact you as soon as possible to keep you informed of these events.
West Hills Elite Pet Services (WHELP) requires that all pets have the necessary vaccinations and immunizations before service begins. We may ask to see expiration dates for rabies vaccinations to photograph for our files. If at all possible, it would be greatly appreciated if you could have made a photocopy of these to retain for our records. You can also send a scanned copy via phone app to WHELP staff.
Fenced in yards are wonderful playgrounds for our dogs and allow them additional space to exercise and play. However, no fence system is totally secure. West Hills Elite Pet Services (WHELP) 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 clients animals in a fenced in area. This includes electronic, wood, metal or any other type of fence. We also reserve the right to refuse yard play if the yard poses a threat to the pets or providers. For example: unsanitary conditions, stagnant water, excess animal waste, unkempt lawn, hazardous trash or items strewn about.
*Pet sitting services only.
West Hills Elite Pet Services (WHELP) will dispose of all pet waste according to your specified wishes. We do request that you provide plastic bags for this purpose and indicate where you would like these waste bags disposed in the provided pet profile forms.
*Pet sitting services only.
West Hills Elite Pet Services (WHELP) will clean up after your pets to the best of our ability. Please inform us in writing of the designated area for the appropriate cleaning supplies hours prior to service begins. If there are accidents above and beyond 48 hours the normal amount anticipated, West Hills Elite Pet Services (WHELP) will charge a reasonable fee for clean-up time.
*Pet sitting services only.
OTHER DOGS & HUMAN INTERACTION
As part of our pet training philosophy, we encourage socialization with both other dogs and people as often as possible. However, we do realize and understand that not all dogs or situations can tolerate or allow these methods for various reasons (such as service dogs) etc.
If it is your requirement, we will adhere and respect your wishes and not allow your pet to interact with any other dogs or people while in our care. We will make every effort to keep your pet safe and the best way to do so is to keep a safe distance. We cannot predict other’s behaviors or your pet’s reactions to their behaviors. We find the best solution is to avoid any possible conflicts.
Please leave the name and number of a trusted maintenance company or a person you can rely on 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. Please discuss any continuous household problems during consult.
Please leave your thermostat settings within a normal comfortable range (65-75F). If the house temperature is outside of this range, West Hills Elite Pet Services (WHELP) will adjust the thermostat. This is to ensure the health and comfort of your pets and West Hills Elite Pet Services (WHELP) staff during our time of service.
All of your information will be kept private and confidential.
West Hills Elite Pet Services (WHELP) highly respects our clients entrusting us with the care of their home and their pets. We do recommend that you inform a trusted neighbor and/or local police department that, while you are away, West Hills Elite Pet Services (WHELP) will be caring for your pets and your home.