Service Agreement

Licensed and Insured

Delilah's Critter Care, LLC is a certified and licensed business. We are insured through Pet Sitters Associates. Documentation available upon client request.

Pet Photo Agreement

In today's day and age we know how paw-sitive the impacts of social media can be for business growth. As cute as your pets are, we are likely to encounter some great photo ops. We would love the opportunity to share these special moments with the world. Delilah’s Critter Care and its’ employees reserve the right to use your pets’ photos to promote future business.

Key Handling Agreement

If applicable, please provide your pet sitter with a copy of your key at your initial meet and greet. At no point will your Pet Sitter or any member of Delilah’s Critter Care be authorized to make a copy of your key. All copies must be provided by the Client. If you live in an apartment complex, you may also be required to provide your pet sitter with a key pass. Key only entries will be managed by Delilah's Critter Care with a Lock Box to ensure consistent access between sitters. 

• Delilah's Critter Care will only affix a lock box to an immovable or cemented item attached to the house property. Lock boxes may be placed on door handles, balcony rails, outdoor light fixtures, hose spigots and in some cases, mailboxes. 

• All physical keys  and key passes are securely stored in a safe and labeled using an internal coding system (not client names or addresses).
  
  

• Digital codes and smart lock access are stored in secure, limited-access systems through Time to Pet.
  
  

• Keys are accessed only by authorized Delilah’s Critter Care team members.

• Clients reserve the right to request their key be delivered back after each pet sitting reservation as an additional $10 service to cover transportation costs. At the time of the key return, you will be asked to sign a key return form for our records.

Home Security/Keys/Home Access

We take home security very seriously because we know how important your pets’ well-being and home security are to you! We can accommodate your standard home security protocol, including alarm systems and/or security cards/Fobs. Home entry is aligned to your preferred method whether you opt to (1) hide a key outside of your home via a Hide-A-Key or other hiding spot/apparatus, (2) use your own lockbox, (3) use keyless entry via keypad or code, (4) access through a leasing office or concierge desk. It is your responsibility that we have proper access to enter into your home for your scheduled visits. You acknowledge you will provide us access to your home at our Meet & Greet or upon arriving for your scheduled service and that the option you select to use works. If we arrive for a scheduled service and we cannot gain entry into your home via the method you provided to us, you will be notified immediately. Delilah's Critter Care is not responsible for inability to gain entry if method provided does not work properly. Delilah's Critter Care will attempt the listed Emergency Contact first, however, should a locksmith be needed to gain entry, the pet owner will be responsible for reimbursing Delilah's Critter Care for those costs.

Veterinary Release

Delilah's Critter Care requires all clients to complete Veterinary information in the Pet Profile section of Time to Pet. We do not require pets to be updated on shots or spayed/neutered due to varying medical conditions. Delilah's Critter Care does not service households that deny their pet Veterinary Care. In the event of an emergency, Delilah's Critter Care will make every attempt to contact the owner, the secondary owner and the emergency contact. In the event that no contact can be reached, Delilah's Critter Care has permission to seek appropriate medical care for your pet(s). Delilah's Critter Care will make every attempt to take your pet(s) to the Veterinarian in your Time to Pet account, however, if your Veterinarian is not available, Delilah's Critter Care will bring your pet(s) to an appropriate clinic. Should we not be able to contact you in a reasonable amount of time dependent on the type of emergency situation, Delilah's Critter Care reserves the right to carry out Veterinary recommended diagnostics up to $500. By utilizing Delilah’s Critter Care services you agree that you are responsible for reimbursement to DCC up to the initial $500 and any client authorized spending thereafter.

Scheduling & Visit Times

Scheduling is on a first come first serve basis and we will do our best to accommodate your needs. Delilah's Critter Care will visit at the requested times as closely as possible. Visit time preferences can be added to the 'notes' section at the time you book your reservation. Once your reservation is processed, you will receive an email confirmation with the days, times and pet sitter name assigned to each visit. As other requests come in, these may be altered and shifted along the way to fit in logistically with other clients. You will receive an updated and more accurate confirmation closer to departure date.

We operate within Time Blocks due to the possibility of unforeseen situations, such as inclement weather, heavy traffic or other pet emergencies. These Time Blocks are Early Morning, Late Morning, Afternoon, Late Afternoon, Early Evening and Late Evening. Please note if pets are on timely medications, these will be prioritized to ensure optimal health.

Reservation Confirmation (Prior to out-of-town Departure)

Time to Pet will send a reservation confirmation on behalf of Delilah's Critter Care prior to each departure in order to confirm all information (dates, time frames, prices, etc.) are still correct. In addition, please review your Time to Pet account or app to ensure all appointments look correct so that your pet’s needs are carried out as intended. If any errors are detected or plans have changed, please contact Delilah’s Critter Care or make the appropriate appointment adjustment requests through the Time to Pet app. It is preferred that each client submit their appointment requests through the app to avoid mishaps in communication.

Overnight Services

An overnight visit is a 12.5 hour service in total. This is divided between a 12 hour overnight stay that can be scheduled 6p-6a, 7p-7a, 8p-8a or 9p-9a and includes one 30 minute midday check in.

A 50% deposit is required for any service request that includes an overnight visit upon booking. If clients request the reservation be booked by a Delilah's Critter Care Admin Employee, we will manually charge the deposit once you've approved that all dates look correct. Deposits are non-refundable if cancelled within 7 days of the first scheduled visit, but may be used toward a credit if given 48 hours or more of notice. 

Please let your Pet Sitter know which room you would like them to sleep in during their stay. At the end of the pet sitter’s stay, your Pet Sitter will strip the bed and place the linens in the laundry basket. It is expressly understood that Delilah's Critter Care and the Pet Sitter shall not be held responsible for any damage to property of the client or others caused by the client’s pets during the period in which they are in the care of Delilah's Critter Care and the Pet Sitter. Delilah's Critter Care and the Pet Sitter are not responsible for damages incurred by the pet the escaping because of a faulty leash/collar, a collar that does not fit properly, damaged fences, etc. The client agrees to notify the Owner of Delilah's Critter Care of any concerns within 24 hours of the last pet sitting visit.

Please let your Pet Sitter know which bathroom they can use and shower in and what bath linens they should use. At the end of the visit they will place all soiled linens in the laundry basket or make the bed as it was found if a basket cannot be found.

Your Pet Sitter will bring their own food but may need to use your refrigerator, stove, microwave, dishwasher, etc. Please let your Pet Sitter know in writing (handwritten or through Time to Pet) if there are any restrictions.

Because pets enjoy things like lounging on the couch or TV snuggle time, our Pet Sitters make a point of spending this kind of time with your pets. We request the Pet Sitter be allowed to use household items such as your TV, phone and Internet service while they perform this personalized service for your beloved family member. Please let your Pet Sitter know in writing (handwritten or through Time to Pet) if there are any special instructions or restrictions.

Early Returns

Delilah's Critter Care carefully schedules our time to service you and our other clients. Therefore, only credits toward your Delilah's Critter Care account will be offered for early returns or last minute changes to pet care with a 24 hour notice. This will be automatically applied as partial payment toward your next reservation booking.

Cancellations

We try to maximize our pet sitting time frames to the fullest. With your services added to our schedule, other clients may have been turned down or rearranged. Client reservation confirmations will be emailed at the time of booking. A reminder email of charges will be emailed 24 hours before the payment is applied and then all fees will automatically charge 48 hours before the first day of services.

Any clients canceling their visits a minimum of 48 hours before the first scheduled service will not be charged. Any cancellations after charges have already been applied, but before the first day of services will have a credit held for future services. Any clients canceling their visits on a scheduled service day will be charged fully for any upcoming visits for that day. All visits scheduled thereafter will be held as a credit in the Time to Pet account that can be used toward future services. If you plan to return home early, please leave a message in your Time to Pet account.

Cancellations can be made to visits that have been scheduled by submitting a message in the Time to Pet app or requesting a cancellation through the ‘Scheduling’ section of your Time to Pet account. If a visit has already been started, it cannot be cancelled or refunded.

Clients who need to add, cancel, or change the time of any visits must notify Delilah's Critter Care via a message in the Time to Pet app or requesting a service change through the ‘Scheduling’ section of your Time to Pet account. We will do our best to accommodate your request, however we cannot guarantee all changes.

Last-Minute Reservations

Service requests made with less than 48 hours notice are considered Last-Minute. Life happens and we want to be there to support you, however it often impacts several clients to fit these visits in. If we can make it work, we do, however Delilah’s Critter Care will charge a fee of $5 per visit up to 48 hours from the Last-Minute booking not to exceed $25. This is for time compensation for adjusting schedules. In the event the Last-Minute Booking is cancelled, the Last-Minute Booking Fee is non-refundable.

Holiday Reservations

Pet sitting services receive more requests for reservations than they can handle during the holiday time periods and we may have turned away other clients because we have reserved time for you during these busy times. We recommend booking these dates in advance for this reason. On these days there is an additional 20% holiday fee for each visit on the dates listed below. Please keep in mind that our team members may have sacrificed time with their family and loved ones to care for your fur babies. To show our appreciation to our staff, our team members earn time and a half on recognized holidays.

2026 Observances: New Year’s Celebration 12.31-1.1, Valentine’s Day 2.14, St. Patrick’s Day 3.17, Easter 4.5, Mother's Day 5.10, Memorial Weekend 5.23-5.25, Father's Day 6.21, Independence Day 7.3-7.5, Labor Day 9.5-9.7, Thanksgiving 11.26-11.29, Christmas 12.24-12.27. 

Clients who need to add, cancel, or change the time of any visits must notify Delilah's Critter Care via a message in the Time to Pet app or by requesting a service change through the ‘Scheduling’ section of your Time to Pet account a minimum of 48 hours before your first visit to ensure all charges are correct. Cancellations made after that time are subject to full visit charges.

Inclement Weather

Delilah's Critter Care will use our best judgment while caring for your pet and home at the time of inclement weather (primarily severe storms, hurricanes, etc.). We will try to carry out your instructions to the best of our ability. The care we provide your pet and its safety is our first concern. The inclement weather plan will be as follows:

• Every effort will be made to drive to your home.

• The service schedule may be changed, interrupted, or altered due to circumstances.

• If it is not possible to drive safely to your home, your emergency contact will be notified.

• You will be notified that the above-mentioned contingency plan has been activated.

Temperatures above 89 degrees Fahrenheit and below 50 degrees Fahrenheit are considered inclement temperatures for dogs and cats kept outside. Should the temperatures drop below 50 or exceed 89 our Pet Sitters reserve the right modify your pets’ care to support their health and well-being. The safety of your pet will always come first. Our hope is to have established a plan with pet parents before this comes up, however, in the event that we need to modify care unexpectedly, we will contact the pet parent to decide the best course of action together. We will make every attempt to find the right care routine to accommodate everyone's needs, however if for any reason we cannot come to an agreement on proper care, Delilah’s Critter Care will continue services until the end of the booked reservation and reserves the right to part ways and cancel future bookings with any client. 

Emergency Contact

Delilah's Critter Care has requested the name and phone number of a person living nearby who has access to your home. This should be a person close enough to walk to your home if roads are impassable. If we are physically unable to drive to your home this information is needed so that we can contact this person to request their assistance to check on your pet. Garage door openers and hard-wired keypads are not operational in the event of power outages. In the event that the customer does not provide a nearby emergency contact with access to your home for Delilah's Critter Care, Delilah's Critter Care will provide service, but not until conditions allow us to reach your home safely.

Access to Your Home by Others

If a client wishes any other person access to their home during Delilah's Critter Care's contract period, Delilah's Critter Care cannot be held liable for any damages to property or pets as a result. Please notify Delilah's Critter Care if someone will be in your home. We take the safety of our pet sitters and your home seriously. Please also notify the person in your home that Delilah's Critter Care is coming so that your visitor is not surprised by our entrance.

Pet Removal

There may come a time where you find it necessary for a trusted person to remove a pet from the home. This could be for a number of reasons such as, a vet visit, a play session with their pet, etc. We welcome this decision however, we require to be notified before we arrive. We take our responsibility of caring for your pets very seriously and would like to know when to expect their absence. Please communicate with your Pet Sitter via the Time to Pet app when these situations arise.

Fences

Fenced in yards are wonderful play spaces for pets, however, no fence system is totally secure for your pet’s safety. Delilah's Critter Care does not accept responsibility or liability for any customer’s pets that escape, are injured or become lost, fatal or otherwise, when pets are left out or given access to a fenced in area. This includes electronic, wood, metal, or any other fence type.

Yard Waste

Delilah's Critter Care will properly dispose of pet waste in your outside waste receptacle, and will do our best to clean up any accidents your pet may have. Delilah's Critter Care is not responsible for carpet/flooring stains created by your pet(s). We do request that you provide plastic bags, paper towels, trash bags and indicate where you would like the waste disposed.

Client understands and agrees that:

• Standard cleanup pricing assumes a notably maintained yard with routine accumulation consistent with the selected service frequency.
  
  

• Yards with excess, long-term, or heavily accumulated waste present prior to the first scheduled service or after service lapses are subject to an Initial Excess Waste Cleanup Fee of $20.

Fragrance Plug-In & Airborne Irritant Safety

Client acknowledges that plug-in air fresheners, scented wax warmers, essential oil diffusers, incense, and other airborne fragrance devices may pose respiratory, neurological, and toxicity risks to pets, including but not limited to cats, birds, reptiles, and small animals.

Client agrees to:

• Unplug and discontinue the use of all fragrance plug-ins, wax warmers, oil diffusers, incense, and similar devices prior to the start of services
  
  

• Ensure that no fragrance devices are actively in use during scheduled pet care visits
  
  

Client grants Delilah’s Critter Care permission to:

• Disable, unplug, or remove access to any fragrance or airborne scent devices observed to be operating during visits
  
  

• Take reasonable steps to ventilate the home if airborne irritants are present
  
  

Delilah’s Critter Care shall not be held liable for any adverse pet reactions related to fragrance exposure, including pre-existing sensitivities or unknown conditions.

Failure to comply with this policy may result in service modification or termination if continued exposure presents a safety concern to pets or pet sitters.

Collars and Leashes

All dogs will be required to be on leash during outdoor walks. Delilah’s Critter Care does not use retractable leashes due to safety hazards and lack of control. If a retractable leash is provided, Delilah’s Critter Care Pet Sitters come equipped with a 6’ non-retractable lead.

Please ensure that all collars, harnesses and leashes provided are free from tears or weak points.

We support your collar choices. Should you choose to use a prong collar or e collar please share during our Meet & Greet so that we can discuss your training methods and ensure we are utilizing these tools to your preferences.  

Animal Behavior

Animal behavior can be unpredictable. Delilah's Critter Care does not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury to the client’s animal. Further, if your Delilah's Critter Care pet care provider is harmed or injured by the client’s animal, the client/owner accepts full responsibility for the cost of any necessary medical attention required for either the Delilah's Critter Care pet care provider or by the animal.

Payment

Payment is due in full 48 hours prior to service through your Time to Pet account. Payments may be subject to fees during periods of  cancellation, early returns, last minute reservations, or excess yard waste. All reservations are set on autopay to ensure our clients do not experience an interruption of services. Clients will be quoted the rate of the total payment when the reservation confirmation is sent, via Time to Pet where up to date payment methods will be listed. This can be viewed the email provided to us or in your Time to Pet account. Time to Pet will update your invoice automatically as 'Paid' once payment has processed. 

Unacceptable Pets

Delilah's Critter Care has the right to refuse animals who appear to be aggressive, dangerously ill, etc. or could cause harm to Delilah's Critter Care or others. We do not have to provide reasoning for refusing to work with you or your pet.

Abandon Policy

If you abandon your pet in our care. We have the right to report your actions to the appropriate authority, give your pet up for adoption, etc. All expenses incurred during this time period the client will be held 100% liable for reimbursing Delilah's Critter Care.

 Privacy Policy

Delilah's Critter Care highly respects our clients entrusting us with the care of their home and their pets. We do not share our privileged client information with anyone outside of Delilah’s Critter Care and what our team members need to know to operate. We do recommend you inform a trusted neighbor that while you are away, Delilah's Critter Care will be caring for your pets and your home. 

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.