

(215) 893-0894 • info@philapets.com

Policies

Here is our fine print.

Privacy

It is the policy of PhilaPets to protect the privacy of our clients.

We will not disclose to third parties any of the client's personal information including the client's name, phone number, address, or email, without expressed consent of the client.

We also respect the privacy of a client's home and will restrict our activities to only the areas we need to access in order to take care of your pet.

Refusal of service

PhilaPets reserves the right to refuse service to any client.

We will not condone or engage in any activities we feel are abusive means of training, including, but not limited to: food or water deprivation and infliction of physical pain.

We will not service clients that do not meet our minimum standard of pet care, including adequate food, water, shelter, medical treatment, and comfortable confinement.

We will gladly offer our clients assistance and education on pet care in any way possible. However, as pet care professionals, it is our obligation to report any cases of severe neglect and abuse to the proper authorities.

And more fine print.

Aggressive animals

We reserve the right to require the use of a training or control device such as a Gentle Leader or muzzle in order to care for aggressive and difficult-to-control animals.

Extreme temperatures

PhilaPets reserves the right to decrease outside time with pets in cases where temperatures exceed a heat index of 100 degrees or fall below a 10 degree windchill. The remainder of the visit will be spent indoors.

Minimum visits

We are responsible for the well-being of all the animals we take care of. We must be sure that we see an animal enough in a 24-hour period to feel confident that they are healthy, safe, and happy.

Dogs
When owners are away from the home for more than 24 hours, we require that we visit dogs at least twice daily (though we recommend three times daily). If a dog is crated, we require visiting at least three times daily.

Cats
We require that cats are seen at least once every day. We understand that some people feel comfortable leaving their cats with a big bowl of food and water and having someone come every 2 or 3 days. We agree that most of the time, they will be okay. However, cats, mischievous as they are, could tip over a water bowl and be left with no water; they could choke on something or have some other sudden illness and have no one find them for 36 hours; they could simply be lonely because they are used to action and sound around them in their home. We must be sure that we see an animal enough in a 24 hour period to feel confident that they are healthy and safe.

Hours of visits

PhilaPets offers visits in two hour windows, beginning with the 6am - 8am window and ending with the 8pm - 10pm window. In this window, we guarantee we will arrive to take care of your pets. If your pet can be seen at any time during the day, you may choose the "Anytime" option.

24-hour cancellation policy

If a service is canceled less than 24 hours prior to when the service was supposed to take place, all services within the 24-hour window will still be charged for.

Medication fee

If a PhilaPets Pet Care Specialist needs to touch the animal while administering the medication (e.g. give a pill by mouth, apply transdermal medication), the medication fee will be added to the visit's cost. Medications given in food or water will not be charged.

Holiday fee

A holiday fee will be applied to visits occuring on the holidays of New Years Eve, New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day.

Additional animal in household

If a client has more than one dog, the extra dog fee will apply to each additional dog. If a client has more than three non-canine pets, then a fee will apply to each additional pet. A tank of fish or a cage of birds is considered one non-canine pet.

Key policies

Two working sets of keys are required at the time of the orientation visit, three if you are using PhilaPets on a weekly recurring basis. This is so the Pet Care Specialists have a set and we have a set at our central headquarters in case there is a key issue. If two (or three) keys are not handed over at the orientation visit, the Pet Care Specialist will need to either copy keys with your permission or return to get the keys. In either of these instances, a key pick up fee of $10 will be applied.

Standard pet visit

A standard pet visit will be at least 30 minutes. During this time, we will attend to all of your pet's food, water, exercise, bathroom, social, and care needs.

Household tasks

Household tasks are included in the standard pet visit and cover things like watering plants, opening or closing drapes, or bringing in the mail. If doing household tasks exceeds 10 minutes, the client will be billed at the $30/hour rate. Our primary focus is on your pets and spending more then 10 minutes on non-pet tasks takes away from their care.

Veterinary tasks

Only veterinary technicians and veterinary students can perform a variety of veterinary related tasks. This includes insulin injections, subcutaneous fluids, blood glucose checks, and heart rate checks. Please seek the council of your veterinarian if you need medical advice, a prescription, or emergency medical care.

Doggy Play Groups

If your dog seems to enjoy it, and with your permission, we may form a doggy play group with other clients' dogs. This way, your dog gets to stay out longer! We will not form a play group unless we fully understand each dog's personality, feel totally comfortable with the relationships between the pups, and are in complete control of the situation. When we do form a doggy play group, it's usually around 2-3 dogs. We will not form a doggy play group that is larger than three dogs.

No dogs are left alone

We will never leave your pets unattended outdoors under any circumstances.

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