Policies | Leland & Familiar Pet Co

The Familiar Fine Print 🐾

The stuff you actually need to know.

We know you love your pets. We also know you probably don’t want to spend your evening reading our entire Policies & Procedures page. Here’s the important stuff:

• Tell us the weird stuff. Reactivity, bite history, door-dashing, resource guarding, anxiety, medical issues, and food sensitivities are not reasons to judge your pet. We do need to know how to care for them safely.
• Make sure we can get in. Test keys, codes, and alarms before you leave. A backup entry method is strongly encouraged.
• Tell us about indoor cameras. Security cameras are okay when disclosed. Undisclosed indoor recording devices are not. Overnight caregivers need privacy in sleeping and changing areas.
• Leave enough food and medication. Provide everything your pet needs, preferably with a little extra if your trip is unexpectedly extended.
• Keep us updated. Changed medication? Coming home early? Flight canceled? Neighbor stopping by? Tell us.
• Overnight doesn’t mean 24/7. Standard overnight care covers evening, sleeping hours, and morning care. Daytime visits or continuous care should be arranged separately.
• Safety beats the schedule. Heat, storms, unsafe pavement, flooding, or a pet who is unwell may mean we modify an activity.
• Give us an emergency person. For trips and extended care, provide someone reliable who can make decisions and ideally reach your pets if we cannot reach you.
• Emergencies are about the animal first. If delaying veterinary treatment could put your pet at risk, we’ll follow your emergency authorization and contact you as quickly as circumstances allow.
• Tell us who’s coming over. Family, neighbors, cleaners, contractors, and other pet sitters should be disclosed.
• Reserved time matters. Cancellations within applicable cancellation windows may be partially or fully charged. Holiday and overnight reservations have stricter requirements.
• We won’t create an emergency to reach one. We’ll make every reasonable effort to care for your animals, but caregivers will not drive through floodwater, violate evacuation orders, or knowingly enter dangerous conditions.

Most importantly, tell us about your animal. The weird habits and little details aren’t silly to us. They’re how we turn pet sitting into familiar care.

Booking, Scheduling & Payment 🐾

At Leland & Familiar Pet Co., thoughtful, reliable care starts with good communication and clear expectations.

Meet & Greets

A complimentary meet & greet is required for all new clients before their first scheduled service. We’ll meet you and your pets, review routines and care instructions, discuss behavioral or medical needs, and make sure L&F is the right fit. All pets and relevant care needs must be disclosed before booking.

Booking & Availability

Services are available by appointment and subject to availability. Booking early is encouraged for weekends, holidays, school breaks, and peak travel seasons. A service is not confirmed until you receive booking confirmation.

Arrival Windows

Unless your pet requires medication or other time-sensitive care, visits are scheduled within an arrival window rather than at an exact time. This allows for traffic, weather, emergencies, and the needs of other animals in our care.

Payment

Payment is required before services begin unless another arrangement has been made in advance. Additional services, extended visits, unexpected supply purchases, or additional care may result in additional charges.

Holiday & Peak-Time Bookings

Major holidays and high-demand dates may require a holiday surcharge and/or deposit. Any applicable pricing will be disclosed before your reservation is confirmed.

Changes, Late Returns & Early Returns

Please contact L&F as soon as possible if you need to add a visit, extend your trip, return early, or if your return is delayed. Changes are accommodated when availability allows, but additional care cannot be guaranteed and delayed-return services are billed at the applicable rate.

Service Refusal

Leland & Familiar Pet Co. may decline, modify, or discontinue services when continuing care could reasonably place a pet, caregiver, or another person at risk, including undisclosed aggression or bite history, unsafe home conditions, or significant differences between requested and disclosed care.

Cancellations, Refunds & Holiday Bookings 🐾

When you reserve services, that time is set aside specifically for your pets. Advance notice is appreciated because other clients may be turned away once a schedule is full.

Standard Cancellations

• More than 48 hours’ notice: No cancellation fee.
• 24–48 hours’ notice: 50% of the scheduled service total.
• Less than 24 hours’ notice or same-day cancellation: The full scheduled service amount.

Repeated last-minute cancellations may require changes to a recurring reservation or payment arrangement.

Overnight & Extended Care

• 7+ days’ notice: No cancellation fee.
• 3–6 days’ notice: 50% of reserved services.
• Less than 72 hours’ notice: The full reservation amount.

Holiday & Peak Dates

Holiday and designated peak-period reservations may require a non-refundable deposit and may be subject to a stricter cancellation policy. Any deposit or surcharge will be disclosed before confirmation.

Refunds & Credits

When a refund is applicable, it will be returned using the original payment method whenever possible. At L&F’s discretion, an account credit may be offered. Cancellation fees compensate for time reserved exclusively for your household.

No-Shows & Inaccessible Homes

If we arrive for a confirmed service but cannot safely access your home or pet due to an incorrect code, inaccessible key, unexpected locked area, unrestrained animal, or another preventable access issue, the visit will be considered completed for billing purposes. We will attempt to contact you and resolve the situation when reasonably possible.

Pet Behavior & Safety 🐾

Every animal is an individual. Shy, anxious, reactive, senior, rescue, and extra-sensitive pets are welcome. Behavioral challenges do not automatically disqualify a pet; honest communication helps us care safely.

Behavior & Bite History

Clients must disclose known aggression, reactivity, resource guarding, biting, snapping, lunging, escape behavior, fear responses, or other behaviors that could affect safety. This includes behavior toward people, dogs, cats, wildlife, veterinary staff, groomers, delivery drivers, or previous caregivers. Withholding relevant history may result in modification or discontinuation of services.

Leashes, Escape Risks & Fenced Yards

Dogs must have safe, appropriately fitted walking equipment. L&F may decline a walk if equipment is damaged, improperly fitted, or unsafe. Dogs will not be off leash in unsecured public areas. Please disclose door-dashing, fence-jumping, digging, slipping collars or harnesses, opening gates, climbing, or other escape risks. Outdoor access may be modified if fencing or gates are unsafe.

Outdoor Time & Other Animals

Outdoor time may be shortened or modified for weather, poor air quality, wildlife, or other environmental concerns. We make reasonable efforts to avoid unnecessary interactions with unfamiliar animals and do not routinely use public dog parks. Pets may be fed or managed separately when needed for safety.

Injuries & Incidents

Significant injuries, bites, escape attempts, altercations, or concerning behavioral events will be documented and communicated. When immediate veterinary attention appears necessary, L&F will follow the emergency authorization provided by the client.

Health, Medications & Veterinary Care 🩺🐾

Leland & Familiar Pet Co. welcomes pets of all ages, including seniors and animals with established medical or special-care routines. Clients must share complete and accurate health information before services begin.

Health Information

Disclose medical conditions, allergies, injuries, mobility limitations, seizures, dietary restrictions, recent surgeries, contagious illnesses, and meaningful changes in appetite, water consumption, bathroom habits, energy, behavior, mobility, or medication.

Medications

Routine medication schedules can often be accommodated when discussed in advance. Medications must be in original or clearly labeled containers with the pet’s name, medication, amount, method, frequency, storage instructions, and prescribing veterinarian when applicable. L&F will not independently alter dosages, substitute medications, or administer medication prescribed to another animal.

Specialized Care

Injections, post-operative care, wound care, mobility assistance, or other specialized services must be discussed before booking. L&F may decline a procedure that cannot be performed safely. Supplements, CBD products, and other owner-provided wellness products require authorization.

Illness, Parasites & Veterinary Emergencies

Notify us immediately about contagious illness or exposure. Services may be modified, postponed, or performed with additional precautions. Veterinary treatment and related medical expenses remain the owner’s responsibility. If urgent veterinary attention appears necessary, we will attempt to contact you and your emergency contact and may seek care according to the authorization in your client agreement.

Senior, Special-Needs & Hospice Care

We’ll work with you on routines for senior, special-needs, hospice, or palliative-care pets when discussed in advance. Pet sitting is not veterinary diagnosis or treatment. Our role is to notice, communicate, respond appropriately, and advocate for the animal entrusted to us.

Drop-Ins, Walks, Adventures & Transportation 🌿🐾

Each visit is tailored to the animal in front of us. Drop-ins may include potty breaks, feeding and fresh water, routine medications, play, enrichment, litter care, basic pet-related cleanup, short walks when included, and companionship.

Visit Length & Arrival Windows

Visit times represent the approximate time reserved for your household. A pet may need additional cleanup, medication time, or attention, while a visit may need modification if remaining would stress an animal or create a safety concern. Unless a pet has a medically necessary time-sensitive need, visits use arrival windows.

Dog Walks & Adventure Walks

Walks are tailored to age, ability, energy, behavior, and conditions. We will not force a frightened, painful, overheated, exhausted, or significantly resistant dog to complete a distance. A walk may become a potty break, supervised yard time, indoor play, enrichment, or companionship. Adventure locations are selected for safety, enrichment, travel time, and the dog’s needs. Reactive, anxious, senior, or physically limited dogs are not automatically excluded.

Transportation

Transportation may be available for approved pet-related needs, including adventure walks, veterinary or grooming appointments, and daycare pickup or drop-off. Pets are transported using appropriate crates, carriers, restraints, barriers, or other equipment. Travel outside the standard service area or significant transportation time may include an additional charge disclosed when reasonably predictable.

Pet-Related Cleanup

Normal pet-related cleanup is part of caring for animals. Extensive cleaning or substantial additional time may result in an extended-visit charge. Repeated vomiting, diarrhea, blood, abnormal urination, or other concerning changes are treated as potential health issues, not simply messes to clean up.

Overnight & Extended Care 🌙🐾

Overnight care is designed to maintain familiar routines, provide companionship, and keep home feeling like home.

What Overnight Care Includes

Standard overnight care includes an evening arrival, overnight stay in your home, and morning care before departure. Depending on the routine, it may include meals, water, potty breaks or walks, routine medications, play, enrichment, litter care, pet-related cleanup, companionship, overnight supervision, basic home care, and photo or video updates.

Overnight Hours

An overnight reservation does not automatically include continuous 24-hour care. Caregivers may leave during the day for work, other appointments, meals, errands, or reasonable personal activities. Additional daytime visits or extended care should be arranged separately.

Extended Care & Home Environment

Extended-care arrangements may be available for puppies, seniors, pets recovering from procedures, animals with significant separation anxiety, hospice pets, or pets who cannot safely be left alone. Clients must provide a safe, reasonably clean and comfortable sleeping area, functioning bathroom, working utilities, safe temperatures, secure doors and windows, and disclosure of household hazards.

Basic Home Care & Supplies

Basic tasks may include mail and package pickup, rotating lights, pet-related trash, a reasonable number of plants, blinds, and trash bins when timing allows. Extensive cleaning, landscaping, maintenance, or non-pet services are not included. Clients should provide enough food, medications, litter, waste bags, cleaning supplies, and essentials for the reservation, with a reasonable extra amount.

We’re there to keep home feeling like home until you get back.

Client Responsibilities & Supplies 🏡🐾

Great pet care is a team effort. L&F relies on the information you provide to keep each routine familiar, comfortable, and safe.

Accurate Information

Provide feeding routines and portions, potty and walking schedules, medications and supplements, allergies, medical conditions, behavioral concerns, confinement routines, sleeping arrangements, household boundaries, triggers, veterinary information, and emergency contacts.

All Pets Must Be Disclosed

Every animal living in the home must be disclosed, including dogs, cats, birds, reptiles, fish, small animals, livestock, and other pets. If you add a pet, tell L&F before the next scheduled service. An additional meet & greet or pricing adjustment may be needed.

Food, Medication & Supplies

Provide enough normal food, treats, medication, supplements, leashes, waste bags, litter, crates or carriers, cleaning supplies, towels, enrichment items, identification, and other necessities. If an essential item runs out, L&F may purchase a reasonable replacement and add the cost and significant related time or travel to the balance.

Equipment, Identification & Home Conditions

Clients are responsible for reasonably safe equipment and accessible, sanitary care areas. Notify us about broken fencing, faulty locks, construction, pests, exposed wiring, unsafe flooring, malfunctioning utilities, or other hazards. Dogs and outdoor-access cats should have appropriate identification whenever practical.

Communication & Preparation

Update L&F about meaningful changes to health, medication, diet, behavior, mobility, routine, or care needs. Before leaving, provide food, medication, access information, emergency contacts, and the details that make your animal your animal. Honesty helps us provide better care.

Communication & Pet Updates 📱🐾

Communication is part of the care. Clients can expect an update after scheduled visits whenever practical, including photos or videos, meals and water, medication confirmation, activities, mood, behavior, unusual observations, and household updates.

Updates & Photos

For drop-ins and walks, an update will typically be provided after each completed visit. For overnight and extended-care reservations, updates may be grouped throughout the day. Photos and videos are primarily for client updates and care documentation. Public use follows the permissions established with the client.

Important Updates & Calls

Significant changes involving health, safety, behavior, or the environment will be communicated promptly. L&F may call you or your emergency contact when a pet appears seriously ill or injured, veterinary attention may be necessary, a pet is missing, a significant aggression or bite occurs, access is unsafe, or an urgent decision is required.

Client Availability & Response Times

Clients should remain reasonably reachable or provide an emergency contact. Non-urgent messages may not receive an immediate response while we are actively providing care. Urgent concerns involving an active reservation should be clearly identified. If an expected update does not arrive, please check in; a delayed message does not necessarily mean a visit was missed.

Our updates are designed to tell you how your pet is actually doing. We pay attention.

Severe Weather & Emergency Preparedness ⛈️🐾

Your pet’s safety matters, as does the safety of the person traveling to care for them. When conditions become unsafe, we’ll use good judgment, communicate clearly, and prioritize essential care.

Bad Weather, Heat & Storms

Rain does not automatically stop scheduled services, but walks and outdoor activities may be shortened, delayed, relocated, or replaced with indoor enrichment during lightning, extreme heat or cold, flooding, high winds, poor air quality, ice, unsafe roads, excessively hot pavement, or other dangerous conditions.

Hurricanes & Evacuation Orders

Clients traveling during hurricane season should have an emergency plan, accessible carriers, leashes, medications, identification, supplies, and a local emergency contact whenever possible. L&F caregivers are not required to enter or remain in an area subject to a mandatory evacuation order or conditions reasonably considered unsafe. Transportation or evacuation is not automatically included with standard services.

When We Cannot Reach Your Home

If roads are flooded, blocked, closed, or unsafe, we will notify you and work toward the safest alternative, such as delaying service, adjusting the schedule, contacting an emergency person, coordinating with an authorized neighbor or family member, or resuming care when travel is safe. We will not knowingly drive through floodwater or enter a dangerous area.

Outages & Home Emergencies

Extended loss of electricity, water, HVAC, or another essential utility may require contacting you or your emergency person and developing an alternative care plan. For leaks, flooding, fire, smoke, storm damage, broken doors or windows, electrical hazards, or security concerns, we will make reasonable efforts to protect the animals, notify you, and seek appropriate emergency assistance when necessary.

Safety Comes First

We’ll make every reasonable effort to reach and care for your animals. We also recognize when doing so would create another emergency instead of solving one. We’ll brave some rain for your dog. We won’t drive through a flooded road for them.