Policies

 

Complimentary Client Consultation

Let's get acquainted in your home! An in-home  meet and greet with your furry family is the purrfect opportunity to get to know each other and  go over your pet's routine.  During this time, your primary pet sitter looks forward to explaining how the service works, collecting two key copies, and answering any questions you may have. Meet and Greets are conducted weekday evenings after 6pm, for convenience to you and your sitter. Additional meetings will result in a $25 charge.

Short notice meeting requests without two weeks prior arrangement will be charged a one time fee of $25. This fee also applies to Informational meetings in which no travel dates are requested. Emergency consultations scheduled with less than 24 hours notice are subject to availability and are charged $50.  We require a minimum of $100 in services scheduled for all new client requests. Additional visits or extended visit times may be added to meet the minimum requirement. 

Client consultations are performed as a screening process to ensure every client's needs are matched with the service we provide. We reserve the right to deny service to individuals who we feel may benefit from using another alternative.

Service Area

Denver Metro Area includes the following neighborhoods: LoDo, RiNo, Whittier, Five Points, Uptown, Capitol Hill, Congress Park, Cheesman Park, Washington Park, Baker, Golden Triangle, LoHi, Highlands, Sloans Lake, Berkeley, Jefferson Park, Sunnyside, City Park, Glendale, Belcaro, Mayfair, Park Hill, Lowry, Globeville, Elyria Swansea, University Hills, Observatory Park, Virginia Vale, Dayton Triangle, Indian Creek, Platte Park, Windsor Winston Downs, and Ruby Hill. We have expanded our service area to include Lakewood, Golden,  Wheat Ridge, Edgewater, Arvada, Westminster, Englewood, Broomfield, Boulder, and some neighborhoods in Thornton & Aurora.

Please inquire if your neighborhood is not listed, but falls within the service area. Additional mileage fees may be applied for special cases in which our veterinary staff  is required to travel outside our normal service radius for special needs pets.

Key Policy

Please have 2 spare keys ready during our initial consultation.  Keys and key fobs are kept in our office key safe  for ease of future  pet visits.  If a copy cannot be made, key fobs or  Do Not Duplicate keys must  be dropped off to our office drop slot at least three days prior to the first scheduled pet visit. Leasing Agents must be informed that City Kitty Sitter will be entering your home prior to departure, to ensure access may be granted in the event of an emergency.  If you are locked out of your home and require a key retrieval, a one time $35 fee applies to all lock outs, if outside normal business hours.  However, we cannot guarantee assistance for after hours lock outs. We ask that you schedule key pick ups from our office with at least 24 hours advance notice. A charge of $10 applies to all keys copied by CKS, when not provided by client.  *For your security, CKS utilizes GPS tracking technology for all of keys when not checked into our office safe.

Privacy Policy

Your privacy is very important to us. Your personal information is stored  in our secure online database, which is accessible to you and your sitter at any time, simply by logging in from any computer or wireless device. Our interactive software, Leashtime, allows you to  add pet photos, update instructions, request service, or  modify an existing schedule with a few clicks. Your credit card information is never seen by anyone other than you, the client, and  is safeguarded and processed through Authorize.net using advanced security solutions.

We love to share our experiences and photos on our social media sites. If you would like to opt out of photo sharing, please notify us. We will never share your personal information for your protection.

Scheduling

City Kitty Sitter uses digital technology for all business purposes. Please note that after meeting with a CKS team member, it is the prospective clients responsibility to schedule services with us using our online software. We cannot conduct business without digital consent by the Owner. Verbal consent is not an accepted form of scheduling or modifying visits. Sitters cannot accept requests via email, phone, or text.  Schedule requests and profile changes are submitted by the client and approved by City Kitty Sitter office staff. Our easy-to-use pet sit portal allows our clients the ability to set up recurring visit schedules, modify services, and make special requests based on their fur family's needs. Profiles, pet care instructions, and home protocols are kept in an organized fashion and records are safely stored for future ease of use by utilizing our secure online pet sit software. You will receive confirmation via email once your service schedule or profile change has been approved. If you do not receive confirmation from us, your schedule has NOT been accepted.

Short Notice Requests

New client requests with less than  fourteen days notice may be accommodated, however, extra  charges will be assessed for the initial consultation. Short notice meetings must be paid in full, at the time scheduled. Overnight stays cannot be guaranteed without 30 days advance notice. Established clients may be accommodated with only 24 hours notice, at an additional charge. Emergency pet visits with less than 24 hours notice are $50, and are subject to approval  by management. A one time surcharge will be applied to all pet visits with less than two weeks notice, regardless of circumstance. Holidays are subject to additional fees based on capacity and availability. 
 
Cancellations

Please notify City Kitty Sitter of cancellations or early returns asap. If less than 72 hours notice, charges for that visit will still be assessed. Cancelled trips without 14 days notice prior to first scheduled visit are billed  $25, or fifty percent  of the entire booking, Short Notice Cancellations with less than 48 hours notice are $40.00 or seventy-five percent of booking fee,  Short Notice Cancellations with less than 24 hours notice are non -refundable. Holiday cancellations without two weeks notice are billed 50% of service schedule, 48 hours notice 60% of service schedule,  no refunds for cancellations without 24 hours advance notice.

Holiday Deposit / Cancellations

In order to guarantee service, City Kitty Sitter requires a 50% deposit on all service schedules that fall within the months of November and December. City Kitty Sitter is limited in the amount of overnights and pet sitting services that can be scheduled during holiday months. Cancellations within six weeks will receive a 100% refund. There will be a 50% refund of deposit if services are cancelled with three weeks of the start of service schedule. If cancellation occurs with less than three week's notice, there is no deposit refund. For early returns, no refunds or credits will be issued. 

Delayed Flights

Your pet is  our priority while you are away. If your travel itinerary changes, please let  us know right away, so we can ensure your pet is cared for until you return. Extra fees will apply to prolonged visits or emergency pet care with less than 24 hours advance notice.

Payment

Payment is due in full, at the time of service. A valid credit card must be provided to schedule services. Monthly billing is encouraged for frequent travelers. Gratuity is customary and may be left in your home for your sitter to pick up, added to your service schedule, or charged to your invoice by request.

Communication

We absolutely love open communication and thrive to keep our clients updated on behavioral changes while your pets are in our professional care. We are happy to schedule daily updates, in advance, at an additional cost of $1 each. However, please limit communication, including calls and emails during holidays, weekends,  and peak care hours, unless it's an emergency, so we may provide your animals with 100% undivided TLC All correspondence is handled through the Leashtime software app, or email during business hours, so please allow us time to return your request. Email is our preferred method of communication. Our business line, 720.320.3902, does NOT receive texts, and ask that your refrain from calling/texting your sitters privately. Our sitters work on a contractual basis, many have other professional careers, in which they cannot be disturbed while at their full-time jobs. Sitter engagements via the Leashtime app, are GPS tracked for your peace of mind.

About Us

We strive to be as eco-friendly as possible when visiting your pets so please do not be alarmed if we arrive by foot, bicycle, scooter, motorcycle, or smart car. We are a completely paperless company and  do our best to conserve resources and recycle when we are able to. Paper copies of our Pet Sitting Agreement may be provided, upon request.

 

***Please be aware that our insurance requires visits within 24 hours of arrival and departure of the owner. We are unable to accommodate every other day or visits that go beyond a 24 hour time frame. Thank you for your understanding and patronage!