Policies and Procedures

Cancellations

We can appreciate that unexpected events happen that may affect your existing bookings. We provide top tier, individualized care to your pets and from the moment a booking is formally requested, additional bookings are rejected. As a professional courtesy to our sitter(s), we require a minimum of 72 hours advanced notice from the start of the requested booking for cancellations.

Cancellation requests made with at least 72 hours’ notice will be entitled to a 50% refund of the total cost of services. Requests made with less than 72 hours’ notice will be charged the total cost of services with no refunds.

No Pet Left Behind

We understand that all pets are unique, that you know your individual pet best, and that this may result in a request to “just ignore” additional pets in the home. For the health and safety of all animals, we will not entertain these requests. Should an animal that was not included in your initial booking request be discovered in your home, we will initiate care and notify the responsible owner that additional fees will be applied to their existing invoice. These fees include the standard cost of care for the discovered animal along with a $100 unexpected animal premium.

Any negligence or animal abuse that is detected during a clients’ booking will be immediately reported to the appropriate authorities.

Daily Visits

Occasionally, owners will request intermittent visits for pets that are more independent. For the good of the animal, we require at least one visit every 24 hours regardless of species.

Advanced Reservations

Bookings requested more than 90 days’ in advance, will require a 50% non-refundable deposit before the booking is confirmed. Should this deposit not be paid at the initial booking, the reservation will be disregarded and additional clients may be booked in place of the initial request. Cancellations will be subject to our attendance policy.

Non-Payment

Full payment is due at the time of service. We will not approve any payment plan arrangements. Should a client fail to pay the balance owed at the end of their booking, a written notice will be issued. After 90 days of non-payment, legal action will be pursued.

Photo Release

All clients engaging in services with Ellie’s Playhouse consent to allow photos of their pet(s) to be used in marketing materials including but not limited to social media posts, flyers, brochures, or website galleries. Clients may revoke this consent at any time by emailing info@elliesplayhouse.com. Photos will be removed from electronic sources within 1-2 business days after written request is received and all print marketing materials will be revised immediately.

All clients are entitled to digital copies of photos and these will be provided upon request.

Refunds

All refund requests must be made in writing and detail all circumstances that have led the client to believe any requested services were not completed. Refund inquiries will be thoroughly investigated and addressed directly with the client within 3-5 business days.

Zero-Tolerance Aggression Policy

Ellie’s Playhouse maintains a zero-tolerance aggression policy. Should it become apparent that a pet owner failed to disclose aggressive tendencies in one or more of their pets during the initial meet and greet behavioral evaluation, a $500.00 fee will be added to the invoice total and the animal will be terminated as a client and ineligible for any future bookings. Owners that fail to pay this fee will be subject to our regular non-payment process.

Aggressive behavior includes but is not limited to snarling, teeth baring, biting, or scratching.

In the event a pet exhibits aggressive behavior, the pet owner will be contacted immediately and asked to pick up the animal or provide alternate pet care arrangements (i.e. coming home from vacation early, calling a relative to pick up the animal, taking the animal to another facility). If the animal is severely aggressive, safety measures such as a muzzle, crate, or carrier, will be used to secure the animal until the pet owner removes the animal from our care.

In the event a staff member of Ellie’s Playhouse or any resident animal is injured during the course of the booking, pet owners will be liable for applicable medical or veterinary bills.

Should your pet be injured by an aggressive dog in a cohabitation booking (i.e., friend or relative dogs), Ellie’s Playhouse will file a pet insurance claim for the reimbursement of any associated costs. We reserve the right to pursue veterinary care as necessary and are not liable for the total cost of services.