1. Services
- 1.1 Provider offers in‑home pet care and home‑check services, which may include: dog walking, drop‑in visits, feeding, medication administration (as instructed by Client), litter and waste cleanup, and basic home checks (mail/plant checks, lights, etc.).
- 1.2 The specific services, dates, times, and fees for each booking are as shown in the online booking confirmation or invoice.
- 1.3 Provider may decline or discontinue services if a pet's behavior or a home condition poses a safety risk to Provider, the pet, or others.
2. Client Responsibilities
- 2.1 Client affirms that all information provided about pets and home access is accurate and complete, including medical history, behavior issues (such as aggression or anxiety), and any known risks.
- 2.2 Client is responsible for ensuring pets are properly vaccinated, licensed as required by law, and free of contagious conditions to the best of Client's knowledge.
- 2.3 Client must provide safe, working keys, codes, or lockbox details and agrees to notify Provider promptly of any changes.
- 2.4 Client authorizes Provider to enter the property solely for the purpose of performing agreed services.
3. Scheduling, Payment, and Cancellations
- 3.1 Payment is due as stated at checkout on the website; unless otherwise noted, services must be paid in full at the time of booking.
- 3.2 Client may cancel or modify services according to the following policy, based on the scheduled start time of the visit or service:
- Cancellation more than 48 hours before the scheduled start time: 100% refund of service fees.
- Cancellation between 48 and 24 hours before the scheduled start time: a 25% administrative fee will be retained; 75% of service fees will be refunded.
- Cancellation less than 24 hours before the scheduled start time or failure to provide access at the scheduled time: a 40% administrative fee will be retained; 60% of service fees will be refunded.
- 3.3 Rescheduling (changing the date or time of a confirmed booking) is subject to the following: rescheduling more than 24 hours before the scheduled start time is free; rescheduling within 24 hours of the scheduled start time incurs a $10 service fee, which will be added to the client's balance.
- 3.4 Administrative fees are intended to cover reserved time, scheduling, and administrative costs.
- 3.5 Rates are subject to change; the rate applicable to any booking is the rate displayed and accepted at the time of purchase.
4. Emergencies and Veterinary Care
- 4.1 If Provider, in good faith, believes a pet requires urgent veterinary care or other emergency assistance (including for the home), Provider may take reasonable steps to obtain such care, including transporting the pet to a veterinarian or contacting emergency services.
- 4.2 Client authorizes Provider to act as Client's agent in arranging emergency veterinary care and agrees to be fully responsible for all resulting costs, including veterinary bills and transportation.
- 4.3 Provider will make reasonable efforts to contact Client and/or the emergency contact before or as soon as practicable after arranging such care.
5. Liability and Limitations
- 5.1 Provider will exercise reasonable care and judgment in providing services but cannot guarantee specific outcomes (for example, behavior changes or results of medical instructions).
- 5.2 Except where prohibited by law, Provider is not liable for:
- Pre‑existing injuries, illnesses, or conditions of any pet;
- Damage caused by pets to Client's property or others;
- Loss, injury, or damage resulting from defects or failures in the home (locks, doors, alarms, utilities, etc.);
- Acts or omissions of third parties (such as other service providers, neighbors, or contractors).
- 5.3 To the maximum extent permitted by law, any liability of Provider for claims arising out of or related to services provided under this Agreement will be limited to the total fees paid by Client for the specific booking at issue.
6. Keys, Security, and Privacy
- 6.1 Provider will take reasonable measures to safeguard Client keys, access codes, and personal information and will not share them except as necessary to perform services or as required by law.
- 6.2 Client is responsible for informing Provider of any alarm systems, cameras, or security procedures. Provider is not responsible for false alarms or related costs resulting from inaccurate or incomplete information.
7. Photos, Updates, and Marketing
- 7.1 Provider may take photos or short videos of pets during visits for updates to Client and for Provider's marketing, social media, and website, by default.
- 7.2 Client may withdraw consent for marketing use at any time by written notice (email or other documented method); withdrawal will apply to future marketing use and not to materials already published.
- 7.3 Provider may send text, email, or app‑based updates as part of the service, but such updates are a courtesy and not a guaranteed service level.
8. Term and Termination
- 8.1 This Agreement applies to all current and future bookings between Client and Provider unless replaced by a new version posted on the website.
- 8.2 Either party may terminate services for any reason, subject to the cancellation policy in effect at the time of the booking. Provider may immediately terminate services if safety concerns arise.
9. Governing Law and Disputes
- 9.1 This Agreement is governed by the laws of the Commonwealth of Massachusetts.
- 9.2 The parties will first attempt in good faith to resolve any dispute informally. If a resolution cannot be reached, the dispute may be brought in a court of competent jurisdiction in Massachusetts.
10. Acceptance
By booking and paying for services on the Home and Hound website or through any other agreed method, Client confirms that they have read, understand, and agree to this Service Agreement and the related policies referenced on the website (including the current cancellation, privacy, and refund policies).