Policies & Procedures
Appointments must be scheduled and/or confirmed by email at Scratchnsniffpetservices@mail.com or by text at (203) 873-9688. Early notice of needed services wil help increase likelihood that there will be availability in the schedule. A guarantee of availability cannot be made without advanced notice. Last minute requests, including requests for service with less than72 hours-notice, will be subject to an additional fee due to having to alter the set schedule to make accommodations. Appointments are typically scheduled within a two hour window.
To receive credit, cancellations must take place a minimum of 72 hours before the scheduled time of the appointment. In the event that a cancellation takes place with less than 48 hour notice, the customer will be responsible for paying for the full price of the cancelled appointment. An additional surcharge may be applied for rescheduling at the discretion of Scratch N' Sniff Pet Services, LLC. In the event of a
cancellation of vacation bookings or consecutive appointments, the deposit provided will be non-refundable.
Payments to be made in advance to reserve booking appointment unless otherwise arranged. Accepted forms of payment include cash, check or credit card. Checks should be made payable to "Scratch N' Sniff Pet Services LLC." Checks returned by the bank will be charged an additional $35 fee. All payments must be provided prior to the start of the service. Late payments are subject to an additional $20 fee. Scratch 'N Sniff Pet Services, LLC is not obligated to provide services to customers who do not provide payment at the time of the service.
Prior to the start of services, Scratch N' Sniff Pet Services, LLC must approve all collars and/or harnesses, as well as leashes to ensure safety. Retractable leashes are not an acceptable form of equipment and will not be utilized during appointments. Customers are expected to provide adequate food, litter, treats, cleaning
supplies and towels (in times of inclement weather) so that proper care can be provided. In the event that needed supplies are not made available by customer, Scratch N' Sniff Pet Services, LLC will purchase items with a full reimbursement from the customer. If approved leashes and collars are not provided additional fees may apply to cover expenses.
For home entry, two keys must be provided in advance of the scheduled service or at the first consultation meeting. There will be a fee of $5 for key duplication if needed. All keys will be stored in a secure location. Keys may be returned at the customer's request for a fee of $15. For home visits, the customer will be required to provide specific information about his or her scheduled departure time, return time, and if anyone else will have access to the house during the time of the visit. This information provides Scratch 'N Sniff Pet Services, LLC with valuable information that will help the employees coordinate the
best times for visits. Scratch 'N Sniff Pet Services, LLC will not be held responsible for the actions of other individuals who have access to the home during the designated visit hours.
In the event that roads are impassable due to severe weather conditions, Scrat N' Sniff Pet Services, LLC may have to cancel scheduled appointments. The customer's emergency information should be provided so that he or she may be informed promptly of the cancellation. The customer will be liable for any injury caused to the staff of Scratch N' Sniff Pet Services, LLC as a result of the conditions of his or her property. Snow and ice removal should be arranged prior to appointments by the customer. If Scratch N' Sniff Pet Service, LLC must remove snow to reach pets the customer must provide reimbursement to compensate for additional time and services being provided.
There will be an additional $l0 fee added to the cost of service on major holidays, which include but
are not limited to: New Year's Eve, New Year's Day, Easter, Memorial Day, Fourth of July and Labor Day, Thanksgiving, Christmas Eve and Christmas Day. In the event that a routine service is not needed due to the holiday, please provide at least 48 hours-notice of cancellation.
In case of an emergency, all efforts will be made to utilize the customer's regular veterinarian. However, if the regular veterinarian is not available Scratch N' Sniff Pet Services, LLC will utilize an alternate veterinarian. All attempts will be made to contact the customer prior to the veterinary care. It is necessary that all pets be up-to-date on all vaccines as well as medical care, an be free of intestinal parasites. Pets should be receiving a flea and tick preventative, and in the event that fleas are found to be present, the customer will be responsible for paying an additional fee for a flea bath being provided.
Pets must be up-to-date with vaccines in order
for Scratch N' Sniff Services to provide pet care. The results of a recent fecal examination must be provided by the veterinarian. Flea, tick and heartworm preventatives are also essential.
To prevent complications related to conflicting training methodologies or inconsistent routines, Scratch 'N Sniff Pet Services prefers to be the only professional pet service utilized. In the event that Scratch 'N Sniff Pet Services is not being utilized exclusively, Scratch 'N Sniff Pet Services, LLC may opt out of doing business with this customer at their discretion.