our Terms of Service

These Terms of Service outline the agreement between ReliaCare ("Pet Sitter," "Pet Companion," "we,"  or "us") and the pet parent or guardian ("Client,"  "you," or "Pet Parent"). By booking any service with ReliaCare, you agree to the following terms and conditions. These policies are in place to ensure clear expectations, pet safety, home security, and mutual trust.

1. Services Provided

ReliaCare offers in-home pet care services tailored to your & your pet’s needs. Services may include, but are not limited to:

• Walks, playtime, and potty breaks
• Feeding and fresh water
• Medication administration (if applicable)
• Light cleanup of pet areas (litter, food bowls, accidents, etc.)
• Basic home care tasks upon request (such as mail pickup, plant watering, rotating lights)
• House cleanings
• Dog baths in your home
• Vet Visit companionship
• Groomer transport
• Poop Scooping
• Overnight boarding in our home

Customized services can be arranged as needed. All services are provided with your pet's safety, comfort, and emotional well-being in mind.

2. Scheduling & Rates

All visits are scheduled in advance and are subject to availability. ReliaCare may offer custom rates based on visit frequency, travel distance, or specialized care.

Additional visits outside of our normal business hours may be arranged upon availability and will be billed with a surcharge of $5 per visit. Rates are subject to change but will always be communicated in advance and honored once confirmed.

15% Holiday surcharge applies to services performed on the following days:

• Thanksgiving Day
• Christmas Eve
• Christmas Day
• New Year’s Eve

Services on every other holiday are offered at our normal rates.

We do our best to accommodate last-minute requests, especially for regular clients. However, as a very small business, we may not always have the flexibility to adjust our schedule on short notice.

To help us serve you best, please try to schedule visits at least 12 hours in advance.

Last-minute visits that require a shift in our planned schedule may incur a small fee.

3. Payment Terms

Payment is due before the start of service for standard services and weekly bundles. For monthly bundles, payment must be made in full by the start of each new service week, or can be made at the beginning of the month as a lump sum.

Accepted forms of payment may include:

• Stripe, PayPal, Cash App or other approved digital platforms
• Cash or check may be accepted upon request

Late or missing payments may result in a temporary pause in services until payment is received.

4. Cancellations & Rescheduling

Client Cancellations:

• Cancellations made with 24 hours or more notice are always free of charge.
• Up to two last-minute cancellations (less than 24 hours’ notice) are allowed per rolling 12-month period at no charge.
• After the second last-minute cancellation within a 12-month period, a 50% cancellation fee will apply to the       service(s) canceled.
• No shows (no access to the home, no response from client) will not be refunded.

ReliaCare Cancellations:

We make every effort to avoid canceling a scheduled visit. In the rare event of illness, emergency, or conflict, you will be notified immediately, and services will be refunded or credited.

In the case of dangerous weather conditions (severe storms, flooding, extreme heat or cold, icy roads), ReliaCare may adjust visit times, shorten walks, or cancel services if travel or outdoor activity is unsafe.

You will be notified promptly, and services will be refunded or rescheduled as  appropriate.

5. Home Access & Security

• Clients must provide secure access to the home (via lockbox, key exchange, smart lock, or garage code).
• All keys and codes are stored safely and confidentially by ReliaCare.
• ReliaCare agrees to keep the home locked, secure, and to report any concerns observed during visits.

6. Pet Health & Safety

• Clients are responsible for disclosing all known medical or behavioral issues.
• In an emergency, ReliaCare will contact the client or the provided emergency contact immediately. If immediate veterinary care is required and the client is unreachable, we reserve the right to act in the pet’s best interest.

Veterinary Costs:

The client is  responsible for all veterinary costs incurred during or due to the service period, unless the injury or illness is the direct result of ReliaCare’s negligence.

ReliaCare reserves the right to refuse or discontinue services if an animal exhibits aggressive behavior, poses a safety  risk, or is not manageable during visits. If your pet has a  bite history or aggressive tendencies, this must be disclosed prior to booking. Failure to disclose may result in immediate termination of services without refund.

7. Cameras & Monitoring

We respect your use of security systems. Visible home cameras in common areas are permitted. Hidden cameras or cameras in private areas (e.g., bathrooms, bedrooms used for overnight stays) must be disclosed and may result in service refusal if not discussed in advance.

8. Insurance

ReliaCare is insured for professional pet care services through Certain Underwriters at  Lloyds.

Proof of insurance is available upon request. You can read more about our coverage at: https://www.petcareins.com/coverage-details

9. Liability & Emergency Veterinary Release

While we take every precaution to protect your pet and home, ReliaCare cannot be held liable for:

• Illness or injury due to pre-existing conditions or unforeseeable events
• Damage caused by pets to the home or belongings
• Behavioral incidents unless due to negligence

By booking  services, you authorize ReliaCare to act on your behalf in the event of a pet medical emergency. This includes:

• Transporting your pet to the nearest available vet
• Approving necessary treatment if you are unreachable
• Providing your vet with relevant health or behavior notes

You agree to reimburse any out-of-pocket costs for veterinary care or emergency transportation unless directly caused by our negligence.

10. Termination of Services

Either party may terminate recurring services at any time with at least one week’s notice.

Immediate termination by ReliaCare may occur if:

• There is a threat to the safety of our staff
• Pet behavior is unmanageable or unsafe
• There is a violation of these terms

Immediate termination by the Client may occur if there are concerns regarding conduct, care quality, or any breach of agreement by ReliaCare.

11. Third-Party Access

If anyone else will be entering your home during the period of pet care (friends, roommates, family, cleaners, contractors,  etc.), you must inform ReliaCare in advance.

ReliaCare cannot be held responsible for issues, damages, or missing property resulting from third-party access. We reserve the right to refuse service if others are present unexpectedly.

12. Photo & Social Media Release

Unless you opt out in writing, you give ReliaCare permission to take photos or videos of your pets during care and share them on social media or marketing materials.

Photos will never show your address or personal details and are used only for positive, promotional purposes. You may opt out at any time by emailing or texting us.

13. Legal & Jurisdiction Clause

Any legal claims or disputes shall be governed by the laws of the State of Kentucky, and any legal proceedings must be filed in a court of competent jurisdiction within Kentucky.

14. Home Cleaning Services

We do not provide deep cleaning, sanitation for health hazards (e.g., mold, hoarding, biohazards), or cleaning involving harsh chemicals unless pre-approved.

• We are not responsible for damage to surfaces, furniture, or appliances caused by pre-existing conditions or wear.
• Clients must disclose any sensitive materials, surfaces, or cleaning preferences before the visit.
• We reserve the right to refuse or modify cleaning tasks if conditions are unsafe, unsanitary, or outside our service scope.

15. Groomer Transport Service

ReliaCare offers safe pet transport to and from groomers. During this service:

• Pets must be secured using a crate, harness, or seatbelt system provided by the client or ReliaCare.
• We are not responsible for delays or cancellations caused by the grooming facility.
• ReliaCare is not liable for injuries or reactions related to grooming services performed by third parties, including cuts, burns, or allergic reactions.

16. Vet Visit Companion Service

ReliaCare can accompany your pet to scheduled veterinary appointments for support, transport, and/or communication.

• We are not medical professionals and do not make diagnoses or treatment decisions.
• Clients must authorize us in advance to speak with the vet and provide instructions, if desired.
• We are not liable for outcomes of treatment or advice given by the veterinarian.
• All vet bills and costs remain the responsibility of the client, including any additional services performed during the visit.

These services are intended to support, not replace, your direct involvement in your pet’s care and home management. We will always act in good faith and prioritize your pet’s safety and comfort.

17. Contact & Emergency Info

It is the client’s responsibility to keep their contact info, emergency contact, and veterinary records up to date. Any changes should be submitted to ReliaCare promptly.

By booking services with ReliaCare, you confirm that  you have read, understood, and agree to these Terms of Service. For questions or clarification, please email myreliacare@gmail.com