Policies

Last Updated 8/1/2021

Initial Consultation

Before pet sitting reservations may be made, an initial consultation must be scheduled.  This initial consultation is free of charge and must be held in the home where sitting services will take place.  During this consultation, you will get a chance to meet your sitter, your sitter will get a chance to meet you and your cats, and we will be able to go through the kind of care you expect for your cats and your home.  We will go over all of the new client paperwork, tour your home to see where you keep all things related to your cats, and go over particulars for the best possible care of your cats and your home.

Reservations & Scheduling

Reservations for cat sitting may be made at any time.  Reservations by current clients may be made by using our online client portal, Time to Pet.  Please allow up to 24 hours for a response to your request, however Supurrior Sitting, LLC tries to respond as timely as possible.  Phone calls are taken strictly between the hours of 8:00 a.m. and 6:00 p.m.  If Supurrior Sitting, LLC is unable to answer you call, please make sure to leave a detailed message to which we can respond.  Should you have a true emergency that falls between 6:00 p.m. and 8:00 a.m. (i.e., you have to leave town immediately to care for a sick loved one, you need your key because you’re locked out, you have been called to work unexpectedly, etc.) please call Caroline at (205) 965-4012.  Please note, this telephone number is ONLY in the event of emergencies.

Reservations are on a first come, first serve basis and we will do our best to accommodate your needs.  Supurrior Sitting, LLC will visit as close as possible to your requested time of day, however, no time is guaranteed for a visit unless the pet is on life sustaining medication such as insulin injections.  When visits are requested twice a day, our first visit will fall between the hours of 6:00 a.m. and 11:00 a.m. and our second visit of the day will fall between the hours of 4:00 p.m. and 9:00 p.m.  If you request one visit per day, your visits will occur at any time between 6:00 a.m. and 9:00 p.m.  Please also be advised that visits are typically grouped together by geographical location to ensure an efficient schedule.  

 

Your reservations will be confirmed by Supurrior Sitting, LLC in writing by either text message or email.  You must respond to the confirmation to secure your reservation.  Your confirmation will typically be sent 2-5 days ahead of your reservation.
 

Holidays

First come, first serve reservations also apply to holidays.  Please be sure to book your holiday reservations as far in advance as possible to ensure you are able to get on the schedule.  It is possible that schedules will be completely booked and we may not be able to assist existing clients with their pet sitting needs.  However, Supurrior Sitting, LLC is networked with other cats-only sitting companies and we will do anything we can to be sure that your cats will have the best possible care during your time away.

 

Reservations for holidays must be made at least 7 days prior to the first day of your reservation.  The 7 day timeline is calculated from the first day of your reservation that includes a holiday, not from the holiday itself, as many people tend to vacation for several days before and after the actual holiday causing a busy schedule the entire week.  If a reservation is made within 7 days of a holiday or holiday weekend, your reservation will incur a 15% service charge of the total fee of the reservation.  This also means that if a holiday falls on a Monday, such as Memorial Day, for example, the Saturday and Sunday before that day are considered a holiday reservation since the entire weekend is a typical reservation.  However, the only day that will incur an additional $10.00 holiday fee will be the holiday itself.
 

Cancellations & Early Returns

During normal operating seasons, there will be no charge for cancellations made at any time as a courtesy to our valued clients.  During holidays when service requests reach their peak, we request that you cancel reservations at least 7 days from your departure date (again, this is the first day of your reservation, not the holiday itself).  If you fail to cancel your reservation more than 7 days ahead of your holiday reservation, you will be billed for 50% of the total service charge.  An invoice will be sent by email and payment will be due within 7 days from receipt of your invoice.

 

In the event your schedule changes and you arrive home early causing your sitter to miss a scheduled visit at the end of your reservation, you are responsible for the fee for that/those missed visit(s) and there will be no refunds for same once visits begin.

Refunds & Account Credits

Supurrior Sitting, LLC generally does not provide refunds or account credits.  As stated above, should you return home early from your trip, there are no refunds or credits given for the visits we missed due to your early return.

Payment

Supurrior Sitting, LLC accepts cash, checks, and credit card payments.  Payment is due on the first day of your reservation.  Cash or checks may be left in a conspicuous place for your sitter to find when he or she comes to your home to care for your cats.  We also offer the option of leaving a credit card number on file for your convenience.  In the event of any extra services beyond what was previously reserved and billed, you will receive in invoice detailing your charges.  Payment for any extra services is due within 7 days of receipt of an invoice for same.

Visit Minimum

The safety of your cats and your home is our number one priority.  To ensure the well-being of your cat and your home, Supurrior Sitting, LLC will visit no less often than every day.  Every-other-day and every-two-day visits are prohibited.  If you require such an arrangement, please let us know so we can help you find another care provider that will better suit your needs.

Sharing Duties with Other Sitters, Friends & Family Members

While Supurrior Sitting, LLC understands the need to cut costs where necessary by sharing duties among several people and/or agencies, Supurrior Sitting, LLC prefers to be the only service provider with access to your home during your reservation.  We will not share responsibilities with an outside party so as to limit any liability on your part and on ours.  Should you require such an arrangement, please let us know so we can help you find another company that will better suit your needs.

Inclement Weather

If Supurrior Sitting, LLC is physically unable to reach your home due to impassable roads or other obstacles due to severe inclement weather, Supurrior Sitting, LLC will contact you to make provisions or arrangements for your cats to ensure their well-being.  This may consist of contacting your emergency contacts as provided on your Pet Care Profile and Service Agreement, requesting to stay with your cats until the roads are clear, or leaving out extra food and water until a sitter can return to care for your cats.

Keys

Supurrior Sitting, LLC will collect a key to your home during your initial consultation.  We prefer to keep client keys on file to simplify arrangements for future visits.  Scheduling key pick-ups and returns for any reservation beyond the first one will incur an extra charge of $20 per pick-up/drop off.  If at any time you would like to have your key returned, simply contact Supurrior Sitting, LLC and we will arrange for your key to be returned.  There will be no charge for the final return of a key.

Security & Other Cameras

We absolutely encourage the use of security and doorbell cameras for your peace of mind and so you can see how wonderful we are with your kitties.  The Supurrior team even has them in their own homes!  However, in the event of an overnight stay, cameras should not be placed in bedrooms or bathrooms where personal actions may take place.  Should we find cameras in inappropriate places, we reserve the right to cancel services and either board your pets or find another sitter.

Temperature & Thermostats

While we understand the desire to keep costs down with higher and lower temperatures during certain times of the year, should your home become uncomfortable for either your sitter or your pets, Supurrior Sitting, LLC reserves the right to adjust the temperature of your home.