Policies & Procedures Cancellation Policy To cancel a scheduled visit please make the request via the Client Portal before 9 pm on the night prior to the scheduled service. If you make the request before 9:00 pm, you will not receive a charge for the cancelled visit. If we have been notified after 9:00pm for a cancellation, you will be charged 50% for the visit. Please note that we will come for visits unless told otherwise, Last Minute Service Policy We usually can accommodate Last Minute Services. Under normal parameters, we ask for at least 48 hours notice for clients to request a normal non-last minute service visit. If the reservation is made under the “Last Minute” parameters, you may be charged an additional $5 over the normal rate. We consider a request to be last-minute when the request is made after 7:00 am the day of the requested service day. Please make all requests through the Client Portal. Last Minute Services are subject to scheduling constraints, and clients might not receive the desired time slot. Pet Care Specialist Policy Music City Cats strives for continuity for the benefit of both your cat and our pet care specialists, as it is our experience that keeping your cat in the care of the same person/people provides for a more comfortable visit and experience for both cat and sitter as both learn each other’s nuances, tricks, and behaviors. However, in the event of emergencies, sick or vacation days, Music City Cats reserves the right to send a replacement pet care specialist to your home. You can rest assured knowing that all Music City Cats employees are subjected to background checks and are trained on our pet care standards before they are allowed to care for client animals without supervision. Weather Policy On days where our ability to provide service is hindered by inclement weather, i.e. icy road conditions, please keep in mind that we may need to adjust visit times in order to compensate for travel time. Key Policy We will provide you with a key lock box set to a combination of your choice. Most pet sitters keep a copy of your key. With our lock box system you are in control of your keys...like it should be Payment Policy You will be sent an invoice 3 days before the first visit. You can pay through the client portal. You don't have to do anything and you will be billed on the first visit Contact Policy Please contact us via the Client Portal for all of your questions, concerns etc. If you have a private matter or would like to speak directly to a manger/owner, please email us at firstname.lastname@example.org. We do have a voicemail system but messages are checked infrequently due to our being out caring for animals. The portal and email are checked regularly and responded to immediately if your animal is in our care. Hiring Music City Cats. means that you have a staff of dedicated individuals to care for your cats(s). Ultimately, the manager is responsible for all visits, no matter who provides them. To avoid miscommunication all correspondence needs to come from and to one source; our office. The preferred method is through the Client Portal but while email/Internet access maybe unavailable for you, our office line is always available any time of day or night. In our 10 years as professional pet care providers, we have learned that having a consistent route of communication assures our clients and staff that no detail slips through the cracks. In an effort to keep prices fair we are unable to provide personal contact information for our employee's. Our employee’s phones are their personal phones and it is cost prohibitive for them to use their own data. Communicated requests, last minute or otherwise can be viewed in the portal by management and your dog’s walker. Office messages are retrieved remotely and checked infrequently. The office may be called at any hour, but do understand it may take over 48 hours for a message to be received. Access to our staff's private cell phone numbers will not be provided, all inquiries must come via the portal, email or the office line.