Service Agreement

REGISTERED AND INSURED

Delilah’s Critter Care, LLC is a registered North Carolina limited liability company and is insured through Pet Sitters Associates. Documentation is available upon client request.

PRIVACY AND CONFIDENTIALITY

Delilah’s Critter Care, LLC respects the privacy of its Clients and recognizes the sensitive nature of the information entrusted to us in connection with pet and home care services.

Client information maintained through Time To Pet may include contact information, home address, emergency contacts, pet care and medical information, home-care instructions, access instructions, security or alarm information, and other details necessary to safely provide scheduled services.

Access to Client information is limited to authorized Delilah’s Critter Care team members who require the information to perform their responsibilities. This may include the business owner, authorized administrative staff, and caregivers assigned to the Client’s services. Caregivers are provided access only to the Client accounts and information necessary for their assigned responsibilities.

Delilah’s Critter Care team members are expected to maintain the confidentiality of information learned through the course of providing services. This includes information contained within the Client’s Time To Pet account as well as personal, household, financial, medical, security, or other private information that may be observed while inside the Client’s home.

Client information will not be intentionally disclosed to unrelated third parties except when reasonably necessary to provide requested services, protect the health or safety of a pet or person, respond to an emergency, obtain veterinary care, resolve a home-access issue, comply with legal requirements, or as otherwise authorized by the Client.

Clients are responsible for maintaining accurate and current information within their Time To Pet account and should avoid including information that is unrelated to the care of their pets, home, or scheduled services.

PET PHOTO AGREEMENT

Client authorizes Delilah’s Critter Care, LLC to photograph and/or record their pets during the course of providing services and to use those images for business and promotional purposes, including social media, the Delilah’s Critter Care website, and other marketing materials.

Delilah’s Critter Care will not identify the client, disclose the client’s address, or intentionally share information that identifies the location of the client’s home.

Clients who do not wish to have photos or videos of their pets used for promotional purposes may opt out by notifying Delilah’s Critter Care in writing.

SCHEDULING AND VISIT TIMES

Service requests are accepted on a first-come, first-served basis and are subject to caregiver availability and scheduling capacity.

Delilah’s Critter Care, LLC schedules visits within designated service time blocks rather than guaranteeing exact arrival times. Clients may include a preferred visit time in the reservation notes, and reasonable efforts will be made to accommodate that preference within the applicable time block. Preferred times are requests only and are not guaranteed unless specifically confirmed by Delilah’s Critter Care as a time-sensitive care requirement.

Current service time blocks include Early Morning, Late Morning, Afternoon, Late Afternoon, Early Evening, and Late Evening.

Once a reservation has been processed, the Client will receive a confirmation reflecting the scheduled service dates and applicable time blocks. Visit times and caregiver assignments may be adjusted as the schedule develops in order to accommodate routing, staffing, traffic, weather, pet emergencies, and other operational needs. Any adjustments will remain within the confirmed time block whenever reasonably possible.

Pets requiring medications or other care that must be performed within a specific medical time window will be prioritized accordingly. Clients are responsible for clearly documenting all time-sensitive medication and care requirements in their Time To Pet profile and reservation instructions.

RESERVATION CONFIRMATION

Once a reservation has been processed, Delilah’s Critter Care, LLC will provide a confirmation through Time To Pet reflecting the scheduled service dates, time blocks, services, and applicable charges.

Clients are responsible for reviewing each confirmation and their Time To Pet schedule for accuracy before services begin. Any errors, omissions, or changes to the Client’s plans should be reported promptly.

Whenever possible, reservation additions, cancellations, and schedule-change requests should be submitted directly through Time To Pet to ensure requests are properly documented and received. Changes are not considered confirmed until they have been reviewed and approved by Delilah’s Critter Care.

RESERVATION PAYMENT

Payment for confirmed reservations is automatically processed through the Client’s payment method on file two calendar days before the date of the first scheduled service.

Clients are responsible for maintaining a valid payment method in their Time To Pet account.

Payment processing does not alter the cancellation terms outlined in this Agreement. Refund or account-credit eligibility is determined by when cancellation notice is received, regardless of whether payment has already been processed.

EXTENDED VISIT DEPOSIT AND CANCELLATION POLICY

Services exceeding 30 minutes in length require a 50% Extended Visit Deposit at the time of booking. This deposit is applied toward the total cost of the reservation and is not an additional fee.

Reservations requiring an Extended Visit Deposit are not considered secured until the deposit has been received. The remaining balance is due in accordance with Delilah's Critter Care's standard payment terms.

If a reservation is canceled more than five (5) calendar days before the first scheduled service, the Extended Visit Deposit will be fully refunded.

If a reservation is canceled five (5) calendar days or less before the first scheduled service, the Extended Visit Deposit becomes nonrefundable. No additional cancellation fee will be assessed.

Extended Visit Deposits allow Delilah's Critter Care to reserve the additional caregiver time and scheduling capacity required for longer-duration services while providing clients with a clear and predictable cancellation policy.

RESERVATION CHANGES

Requests to add, cancel, or modify scheduled services should be submitted through the Time To Pet app or the Scheduling section of the Client’s Time To Pet account.

All reservation changes are subject to caregiver availability and scheduling capacity. Submission of a change request does not guarantee approval. A requested change is considered confirmed only after it has been reviewed and approved by Delilah’s Critter Care.

CANCELLATIONS

Delilah’s Critter Care, LLC reserves time and staffing specifically for each confirmed reservation. Cancellation terms are based on when notice is received by Delilah’s Critter Care.

Reservations canceled at least two calendar days before the first scheduled service are eligible for cancellation without penalty.

Cancellations received after that deadline but before the scheduled reservation begins will not be refunded to the original method of payment. Any eligible unused balance will remain in the Client’s Time To Pet account as a credit toward future services.

Once a reservation has begun, services scheduled for the calendar day on which cancellation notice is received are considered committed services, remain charged in full, and are nonrefundable. Unused services scheduled for subsequent calendar days will be credited to the Client’s Time To Pet account.

Cancellation notices must be received before the close of Delilah’s Critter Care office hours to be considered received that calendar day. Notices submitted after the close of office hours will be considered received on the following calendar day. Current office hours are available at all times in the Portal Message displayed on the home page of the Client’s Time To Pet account.

If a scheduled visit has already begun before cancellation notice is received, that visit is fully chargeable and is not eligible for refund or account credit.

Account credits have no cash value and may be applied toward future Delilah’s Critter Care services.

EARLY RETURNS AND RESERVATION REDUCTIONS

If a Client returns home earlier than anticipated or otherwise chooses to shorten a confirmed reservation, Delilah’s Critter Care must receive notice no later than the close of office hours on the calendar day before the affected services in order for those services to qualify for an account credit.

Unused services beginning on the following calendar day will be credited to the Client’s Time To Pet account for use toward future services.

Notice received after the close of office hours will be considered received on the following calendar day. Any services scheduled for that day are considered committed services, remain charged in full, and are nonrefundable, regardless of whether the scheduled visit has occurred at the time the notice is reviewed.

Account credits have no cash value and may be applied toward future Delilah’s Critter Care services.

LAST-MINUTE SERVICE REQUESTS

Service requests submitted two calendar days or less before the requested service date are considered last-minute.

When a last-minute request is approved, a Last-Minute Service Fee of $5 per visit will apply, not to exceed $25 per last-minute request.

The Last-Minute Service Fee compensates for the scheduling and staffing adjustments that may be required to accommodate short-notice care and is nonrefundable once the request has been approved.

For purposes of determining whether a request is considered last-minute, requests submitted after the close of office hours will be considered received on the following calendar day.

HOLIDAY RESERVATIONS

Holiday periods are among Delilah’s Critter Care, LLC’s highest-demand service dates. Clients are strongly encouraged to submit holiday reservation requests as early as possible.

A 20% Holiday Service Fee applies to each service performed during the designated holiday periods listed below.

2026 Holiday Service Periods:

New Year’s Celebration: December 31–January 1

Super Bowl Sunday: February 8

Valentine’s Day: February 14

St. Patrick’s Day: March 17

Easter: April 5

Mother’s Day: May 10

Memorial Day Weekend: May 23–25

Father’s Day: June 21

Independence Day Weekend: July 3–5

Labor Day Weekend: September 5–7

Thanksgiving Weekend: November 26–29

Christmas Holiday: December 24–27

Holiday reservations may be subject to additional cancellation or scheduling requirements as outlined in this Agreement.

HOLIDAY HOURS AND SERVICE RESTRICTIONS

Delilah’s Critter Care, LLC may operate on modified office and pet care hours during designated holiday periods. Holiday scheduling may also be subject to service-length restrictions in order to safely accommodate client needs while maintaining reasonable holiday schedules for our team.

On Thanksgiving Day, Christmas Eve, and Christmas Day, pet care is provided during shortened service hours and individual visits are limited to a maximum of 30 minutes. Services that ordinarily require a longer visit duration may need to be modified for these dates.

Regular pet care hours resume on December 26. Bed & Breakfast service resumes beginning with the evening service on December 26.

Any holiday-specific scheduling restrictions or modifications applicable to a Client’s reservation will be communicated prior to confirmation of the affected services.

HOME ACCESS AND KEY SECURITY

Clients are responsible for providing Delilah’s Critter Care, LLC with a reliable and functional means of accessing the home before the start of scheduled services. Approved access methods may include a physical key or key fob, a secure lockbox, keyless or smart-lock entry, or authorized access through a leasing office, property manager, concierge, or similar third party.

If a physical key or access fob is required, the Client must provide all necessary copies. Delilah’s Critter Care and its team members will not duplicate a Client’s key without the Client’s written authorization.

When physical keys or access devices are in the custody of Delilah’s Critter Care, they are identified using an internal coding system rather than the Client’s name or address and are accessible only to authorized team members. When appropriate for team access, Delilah’s Critter Care may secure the Client’s key in a company-managed lockbox placed at an approved location on the property. Digital entry codes and smart-lock information are maintained through secure, limited-access systems, including Time To Pet.

Clients who wish to have a physical key returned after a reservation may request Key Return service. The applicable Key Return service fee will apply, and the Client may be required to acknowledge receipt of the returned key.

ACCESS RESPONSIBILITY

The Client is responsible for ensuring that all keys, lockboxes, entry codes, security systems, gate credentials, access fobs, and other entry methods provided to Delilah’s Critter Care are accurate, functional, and available for the duration of scheduled services.

If Delilah’s Critter Care is unable to access the home using the method provided, reasonable attempts will be made to contact the Client and, when appropriate, the Client’s emergency contact, property manager, leasing office, concierge, or other authorized access provider.

If access still cannot be obtained and entry is reasonably necessary for the care or safety of pets in the home, the Client authorizes Delilah’s Critter Care to contact a licensed locksmith or take other reasonable measures necessary to gain authorized entry. Any locksmith, access, or related costs incurred as a result of an unavailable, inaccurate, or nonfunctioning Client-provided access method are the responsibility of the Client.

Delilah’s Critter Care is not responsible for delays in care or inability to complete a scheduled service resulting from inaccessible property, nonfunctioning entry methods, incorrect access information, or circumstances outside of its reasonable control.

EMERGENCY CONTACT

Clients are required to provide Delilah’s Critter Care, LLC with current emergency contact information for a trusted individual who can assist with the care of their pets or access to their home if the Client cannot be reached.

Whenever possible, the emergency contact should live nearby, have access to the Client’s home, and be capable of assisting if weather, road conditions, access issues, or another emergency prevents Delilah’s Critter Care from safely reaching the property.

Clients are responsible for ensuring that any emergency contact expected to access the home has a reliable means of entry. Electronic access methods, including garage door openers and some keyless-entry systems, may become unavailable during power, internet, or equipment outages.

If Delilah’s Critter Care is unable to safely reach the Client’s home, reasonable attempts will be made to contact the Client and the designated emergency contact to arrange alternate care. If no capable emergency contact or alternate access option has been provided, services will resume as soon as Delilah’s Critter Care can safely access the property.

THIRD-PARTY ACCESS AND TEMPORARY PET REMOVAL

For the safety of pets, Clients, and Delilah’s Critter Care team members, Clients must notify Delilah’s Critter Care in advance whenever another person is expected to enter or occupy the home during a scheduled service period.

Clients are also responsible for informing any household members, guests, contractors, cleaners, family members, or other visitors that Delilah’s Critter Care may be entering the home to perform scheduled services.

When individuals outside of Delilah’s Critter Care have access to the home during a reservation, Delilah’s Critter Care cannot assume responsibility for the actions of those individuals or for property damage, pet injury, escape, loss, altered care instructions, or other circumstances resulting from their presence or actions.

Temporary Pet Removal

Clients must also notify Delilah’s Critter Care if a pet will be removed from the home by a family member, friend, veterinarian, groomer, or other authorized person during a scheduled reservation.

Whenever possible, notification should be provided before the next scheduled visit and should include which pet will be removed and when the pet is expected to return.

If a caregiver arrives and a pet is unexpectedly absent, Delilah’s Critter Care may contact the Client or emergency contact to confirm the pet’s location and safety before completing the visit.

Changes involving third-party access or temporary pet removal should be communicated through Time To Pet so that the information is available to the appropriate members of the care team.

FENCED YARD AND CONTAINMENT SYSTEMS

Clients are responsible for maintaining any fence, gate, electronic containment system, or other outdoor enclosure used during scheduled services in safe and functional condition.

Delilah’s Critter Care, LLC may allow pets access to fenced or otherwise contained outdoor areas in accordance with the Client’s care instructions. However, no containment system can be guaranteed to prevent escape, intrusion, injury, or other unexpected events.

Delilah’s Critter Care is not responsible for escape, injury, loss, or other harm resulting from defects, failures, gaps, malfunctioning equipment, inadequate containment, or other conditions associated with a Client-provided fence or containment system that were not caused by Delilah’s Critter Care.

If a caregiver identifies a concern with a fence, gate, or containment system, Delilah’s Critter Care may modify outdoor care or discontinue use of the affected area until it can be used safely.

COLLARS, HARNESSES AND LEASHES

All dogs must remain on a secure leash during outdoor walks unless otherwise specifically approved by Delilah’s Critter Care, LLC for use within a securely enclosed area.

Delilah’s Critter Care does not use retractable leashes during scheduled walks due to safety and handling concerns. If a retractable leash is the only leash provided, Delilah’s Critter Care may use a company-provided non-retractable leash instead.

Clients are responsible for providing properly fitted collars, harnesses, and other walking equipment that are in safe working condition and free from excessive wear, tears, weakened hardware, or other defects.

Clients who use specialized training or handling equipment, including prong collars or electronic collars, must disclose this during the Meet & Greet and provide clear instructions regarding proper use.

Delilah’s Critter Care reserves the right to decline use of any collar, harness, leash, training device, or other equipment that a caregiver reasonably believes is damaged, improperly fitted, unfamiliar, or unsafe for the pet or caregiver. When appropriate, an alternate safe handling method may be used.

ANIMAL BEHAVIOR AND SAFETY

Clients are responsible for providing Delilah’s Critter Care, LLC with complete and accurate information regarding their pets’ behavior, temperament, handling needs, triggers, bite history, aggression, resource guarding, escape tendencies, or other known behaviors that could affect the safety of the pet, other animals, or Delilah’s Critter Care team members.

Clients acknowledge that animal behavior can be unpredictable and that even pets with no known history of aggression or fear may react unexpectedly when stressed, frightened, ill, injured, or placed in unfamiliar circumstances.

Delilah’s Critter Care will use reasonable care and appropriate handling practices while providing services. However, Delilah’s Critter Care is not responsible for injury, escape, or other harm resulting solely from an animal’s unforeseeable behavior or from behavioral risks that were not disclosed by the Client.

Delilah’s Critter Care reserves the right to decline service for any pet whose behavior, condition, or care requirements cannot be safely or reasonably accommodated.

If a pet displays behavior that creates a safety concern, Delilah’s Critter Care may modify the pet’s care, discontinue a particular activity, require additional safety measures, or suspend or discontinue services when reasonably necessary to protect the pet, other animals, or team members.

The Client may be responsible for reasonable medical or veterinary expenses resulting from injury caused by the Client’s pet, to the extent permitted by applicable law.

FRAGRANCE AND AIRBORNE IRRITANT SAFETY

For the safety and comfort of pets and Delilah’s Critter Care team members, Clients are required to discontinue the use of plug-in air fresheners, essential oil diffusers, scented wax warmers, incense, and similar continuously operating fragrance or airborne scent devices before scheduled services begin.

These devices must remain turned off or inactive during scheduled pet care visits.

If a fragrance or airborne scent device is found operating during a visit, the Client authorizes Delilah’s Critter Care, LLC to unplug, disable, or otherwise stop the device when it can be done safely. Team members may also take reasonable steps to ventilate the area when airborne irritants create a concern for pet or caregiver safety.

Delilah’s Critter Care is not responsible for adverse reactions arising from Client-provided fragrance products, airborne irritants, or pre-existing environmental conditions in the home.

Repeated failure to provide a reasonably safe environment may result in modification, suspension, or discontinuation of services.

PET WASTE AND CLEANUP

Delilah’s Critter Care, LLC will dispose of pet waste collected during scheduled services in the Client’s designated outdoor waste receptacle and will make reasonable efforts to clean up pet accidents that occur during the course of care.

Clients are responsible for providing appropriate cleanup supplies, including waste bags, paper towels, trash bags, and any preferred pet-safe cleaning products, as well as instructions for proper waste disposal.

Delilah’s Critter Care is not responsible for staining, discoloration, or damage to flooring, carpeting, furniture, or other household surfaces resulting from pet accidents.

Yard Waste

Standard pet waste cleanup assumes a reasonably maintained yard with routine accumulation consistent with the Client’s service frequency.

Yards containing excessive, long-term, or heavily accumulated pet waste present before services begin, or following an extended lapse in routine cleanup, may be subject to an Initial Excess Waste Cleanup Fee of $20.

• If the condition of the yard requires substantially more cleanup time than can reasonably be completed during the scheduled visit, additional cleanup service may be required.

INCLEMENT WEATHER AND EXTREME TEMPERATURES

Delilah’s Critter Care, LLC will use reasonable judgment to protect the safety of pets and team members during severe weather, hazardous road conditions, extreme temperatures, and other weather-related events.

When conditions allow, every reasonable effort will be made to complete scheduled services. However, service times, visit duration, outdoor activities, and normal care routines may be delayed, modified, or interrupted when conditions make travel or the planned service unsafe.

If Delilah’s Critter Care determines that travel to the Client’s home cannot be completed safely, reasonable attempts will be made to notify the Client and, when necessary, the Client’s emergency contact so that an alternate care plan may be implemented.

Extreme Heat & Cold

Outdoor activities may be shortened, modified, or replaced with appropriate indoor care when temperature, humidity, wind chill, surface temperature, storm conditions, or the individual pet’s health and physical characteristics create a safety concern.

This may include shortened walks, potty-only outdoor breaks, increased indoor enrichment, additional water or cool-down periods, or other reasonable modifications to the scheduled service.

Clients with pets who routinely remain outdoors are expected to provide safe shelter, appropriate temperature protection, and access to fresh water. Delilah’s Critter Care reserves the right to bring a pet indoors or otherwise modify the Client’s requested care when reasonably necessary to protect the pet from unsafe environmental conditions.

Whenever reasonably possible, significant changes to a pet’s established care routine will be communicated to the Client. In an immediate safety concern, Delilah’s Critter Care may modify care first and notify the Client as soon as reasonably possible.

Delilah’s Critter Care reserves the right to decline or discontinue future services when a Client requires care practices that, in the reasonable judgment of Delilah’s Critter Care, place a pet or team member at unnecessary risk.

VETERINARY CARE AND EMERGENCY AUTHORIZATION

Clients are required to maintain complete and current veterinary information for all pets in the Pet Profile section of Time To Pet, including the pet’s primary veterinary provider and applicable emergency contact information.

Delilah’s Critter Care, LLC does not require pets to be spayed or neutered or to follow a specific vaccination schedule, as individual medical circumstances may vary. However, Delilah’s Critter Care reserves the right to decline or discontinue service when a Client is unwilling to obtain appropriate veterinary care for a pet when reasonably necessary for the pet’s health or welfare.

Veterinary Emergencies

In the event that a pet becomes ill, injured, or otherwise appears to require veterinary attention while in the care of Delilah’s Critter Care, reasonable attempts will be made to contact the Client, any secondary owner listed on the account, and the Client’s emergency contact.

When circumstances permit, Delilah’s Critter Care will attempt to obtain care through the veterinary provider listed in the Client’s Time To Pet account. If that provider is unavailable, unable to provide timely care, or inappropriate for the nature of the emergency, the Client authorizes Delilah’s Critter Care to transport the pet to an appropriate veterinary or emergency medical facility.

If the Client or another authorized decision-maker cannot be reached within a reasonable period of time based on the nature and urgency of the situation, the Client authorizes Delilah’s Critter Care to act as the Client’s agent for the limited purpose of obtaining veterinary evaluation and medically appropriate care for the pet.

The Client authorizes Delilah’s Critter Care to approve up to $750 in emergency veterinary expenses for examination, initial diagnostics, and medically appropriate stabilization without additional Client authorization.

Clients who anticipate being unavailable or significantly delayed in responding during a reservation may be required to provide a higher emergency veterinary authorization of at least $1,000 and designate an alternate person authorized to make veterinary decisions on their behalf.

The Client is financially responsible for all veterinary care, transportation, medications, diagnostics, treatment, and related expenses incurred on behalf of the Client’s pet and agrees to reimburse Delilah’s Critter Care for any amounts paid on the Client’s behalf.

Expenses exceeding the Client’s authorized amount will require approval from the Client or another authorized decision-maker whenever reasonably possible.

PET ABANDONMENT

If a Client fails to return as scheduled, cannot be reached, and does not make arrangements for the continued care of their pet, Delilah’s Critter Care, LLC will make reasonable attempts to contact the Client, any secondary owner, and the designated emergency contact.

If the pet appears to have been abandoned or no responsible party can be reached to assume care, Delilah’s Critter Care may contact the appropriate animal control, law enforcement, veterinary, or animal welfare authority and follow their instructions regarding the pet’s continued care and placement.

Delilah’s Critter Care may continue providing necessary care for the pet while reasonable efforts are made to resolve the situation. The Client remains financially responsible for all services, supplies, veterinary care, transportation, boarding, or other reasonable expenses incurred on behalf of the pet during this period.

Nothing in this Agreement authorizes Delilah’s Critter Care to independently transfer ownership of or permanently rehome a Client’s pet except as permitted by applicable law or through the direction of the appropriate authority.

NEIGHBOR NOTIFICATION

Clients are encouraged to inform a trusted neighbor or nearby contact when Delilah’s Critter Care, LLC will be providing services in the home during the Client’s absence.

This can help prevent unnecessary concern regarding caregiver access to the property and may provide an additional point of contact in the event of an unexpected home or neighborhood issue.

CHANGES TO THIS AGREEMENT

Delilah’s Critter Care, LLC may periodically update this Service Agreement to reflect changes in services, policies, pricing, safety practices, or business operations.

Existing Clients will be notified of material changes through email, Time To Pet, or both. Updated terms will become effective on the date communicated with the notice and will apply to services scheduled or performed after that effective date.

Clients are responsible for reviewing updated policies, notices, and other service-related materials provided by Delilah’s Critter Care and for maintaining current contact information in their Time To Pet account.

Delilah's Critter Care reserves the right to update the terms of this service agreement at any time. Existing clients will be notified of any changes via email. It is the clients responsibility to review all additional materials provided.