Booking Policy

• All new customers must fill out a [contact form] and complete a meet & greet consultation.

• Repeat clients are welcome to email or text directly for future services.

• Booking requests are not guaranteed to be accepted. A booking is only confirmed after Cozy Hollow Pet Care has reviewed the requests, confirmed availability, and received all required information and payment.

• Please provide accurate information about your pet, including their age, breed/species, medical needs, medications, behavior, and daily routine.

Forms of Payment We Accept

• We Accept: All major credit and debit cards & Ach bank transfers only.

• We Do Not Accept: Cash, checks, money orders, or P2P payment networks.

• How secure is the payment process? Your security is our top priority. Payments are processed securely through Stripe, a trusted payment processing platform. You will receive a secure payment link by email. Cozy Hollow Pet Care does not have access to your full card number or online banking login credentials.

NSF/Returned Payment Fee: A $25 NSF fee will be charged for any payment that is returned due to insufficient funds or a declined bank transaction. The original balance, along with the NSF fee, must be paid in full before additional services can be provided.

Cancellation Policy

Because we reserve specific time slots and space for your pets and turn away other clients to do so, all bookings are subject to the following cancellation policies:

• 5 days or Less (Late Cancellation): Subject to a 50% cancellation fee. The remaining balance will be refunded to the original payment method.

• 6 or More Days Notice (Early Cancellation): Subject to a 10% administrative fee. The remaining balance will be refunded to the original payment method.

Rescheduling Policy

Rescheduling requests are subject to availability and must be approved by Cozy Hollow Pet Care.

6 or more days notice: If the requested new dates or times are available, the original payment will be applied to the rescheduled booking at no additional rescheduling fee.

If the new booking has a higher total price than the original booking, the client is responsible for paying the difference.

If the new booking has a lower total price than the original booking, the difference between the original and new booking totals will be treated as the cancelled portion of the original booking. The applicable cancellation fee will apply only to that difference, and any remaining amount will be refunded to the client.

5 days or less notice: If the requested new dates or times are available, the rescheduling request will be subject to the applicable cancellation fee on any portion of the original booking that is being removed or reduced. The remaining payment will be applied to the rescheduled booking. If Cozy Hollow Pet Care is unable to accomodate the requested new dates or times, the booking will be treated as a cancellation and the Cancellation Policy will apply.

Notice is based on the date and time Cozy Hollow Pet Care receives the rescheduling request.

Meet & Greet: A meet and greet is required for all new clients before services begin. This gives us an opportunity to discuss your pet's routine, personality, needs, and any special instructions before the scheduled service.

Outside Our Service Area: 

• Meet & greets for clients outside our standard service area may be arranged at a mutually agreed location within our standard service area. If a meet & greet is requested outside our standard service area, an additional travel fee may apply. Any applicable fee will be discussed and approved before the meet & greet is scheduled.

• Requests outside our service area may be considered on a case-by-case basis and are not guaranteed to be accepted. Availability, distance, scheduling, and the specific service requested will be considered before a booking is approved.

• Additional Travel Fees: Services provided outside our standard service area may require an additional travel fee to cover the extra travel distance and fuel costs. Any applicable travel fee will be discussed and approved with the client before the booking is confirmed.

• Boarding Transportation: For boarding clients located outside our standard service area, Cozy Hollow Pet Care may, at our discretion, offer a pickup and/or drop-off at a mutually agreed location within our standard service area. Transportation availability, timing, and any applicable transportation fee will be discussed and agreed upon before the booking is confirmed.

Right to Refuse Service: Our priority is the safety and well-being of every pet in our care. We reserve the right to decline a booking or discontinue a service if we determine that a pet's needs, behavior, health, or circumstances cannot be safely accomodated. We will always do our best to communicate concerns with the pet owner as soon as reasonably possible.

Communication: Clear communication helps ensure the best possible experience for you and your pet. Please keep your contact information current and respond to important messages regarding your pet's care, schedule, or health.

Drop-In Visit & Overnight House Sitting:

• Drop-in visits are scheduled based on the service and visit length agreed upon during the booking process.

• Overnight House Sitting is provided during the scheduled overnight hours listed with the service.

The overnight service is intended for nighttime companionship and care. Additional daytime care or extended stays are not included. 

• Please provide clear instructions for entering your home, feeding, medication, bathroom breaks, and any other care your pet requires.

• For everyone's safety, pets must be safely contained when necessary and must not present a known safety risk.

• Home Access: Clients are responsible for providing safe and reliable access to their home. Any keys, door codes, or other access instructions must be provided before the scheduled service.

Boarding:

• Pets must be comfortable in a home environment and must not exhibit behavior that creates a safety concern for people, other animals, or the home.

• We reserve the right to decline or end a stay if a pet's behavior creates a safety concern or if their needs cannot be safely accommodated.

• Pet Vaccination: For the health and safety of all pets in our care, required vaccinations must be current. Read vaccine list [here] .

• Flea & Tick Prevention: Pets must be on active flea and tick prevention. If a pet is found to have fleas or ticks during a stay, additional cleaning or treatment measures may be necessary.

• Health & Illness: For the safety of your pet and others, please let us know before booking if your pet has been exposed to a contagious illness or is currently experiencing symptoms such as vomitting, diarrhea, coughing, or other signs of illness.

Pets showing signs of contagious illness may not be accepted for boarding.

Emergency veterinary care may be sought if we determine that it is necessary for your pet's safety. The pet owner is responsible for any veterinary expenses incurred.

• Emergency Contact: A reliable emergency contact and current veterinary information should be provided before services begin.

If we are unable to reach you during an emergency, we may contact your designated emergency contact or seek veterinary care when necessary.

• Owner Responsibilities: Pet owners are responsible for providing:

  • • • Accurate pet and medical information

      • All required medications and clear administration instructions

      • Sufficient food and supplies for the scheduled stay

      • Current emergency contact information

      • Current vaccination records when required

      • Necessary leashes, carriers, food containers, potty pads, or other pet-specific items

Please do not withhold information about aggression, destructive behavior, escape tendencies, medical conditions, or other concerns that could affect your pet's safety or the safety of others.

Pet-Caused Damage & Property: Clients are responsible for reasonable cleaning, repair, or replacement costs resulting from damage caused by their pet during services. This may include damage to furniture, flooring, doors, walls, bedding, household items, landscaping, or other property at the sitter's home, the client's home, or another property being used in connection with the services. This does not include normal wear and tear, pre-existing damage, or damage not caused by the client's pet.

For Boarding Guests

• Boarding Drop-Off & Pickup: Severe weather or unsafe travel conditions may affect scheduled drop-off or pick-up times. If conditions make travel unsafe, we will communicate with you regarding available options, which may include rescheduling the drop-off or pickup time.

• Sheltering in Place: If severe weather hits while your pet is boarding with Cozy Hollow Pet Care, reasonable efforts will be made to keep your pet safe, secure, and indoors. Emergency food, clean water, and basic pet first-aid supplies will be maintained on site.

• Power/Utility Outages: If an extended power, heating, or air conditioning outage creates an unsafe environment for your pet, Cozy Hollow Pet Care will contact you or your designated emergency contact to discuss pickup, relocation, or other appropriate safety arrangments.

• Mandatory Evacuations: If local authorities issue a mandatory evacuation order affecting the area where your pet is staying, you or your designated emergency contact must arrange for your pet to be picked up as soon as reasonably possible.

• Emergency Backup Authoriztion: If a mandatory evacuation occurs and neither you nor your designated emergency contact is able to retrieve your pet, you authorize the sitter to make reasonable efforts to transport your pet to a safe alternative location, such as a pet-friendly hotel, emergency shelter, or temporary boarding facility, until you are able to safely reunite with your pet.

• Emergency Expenses: You agree to reimburse Cozy Hollow Pet Care for any direct out-of-pocket expenses incurred for your pet's emergency care or relocation, including temporary lodging, transportation, emergency pet supplies, or veterinary care.

• Emergency Safety Decisions: In an emergency, the sitter  may make reasonable decisions necessary to protect your pet when immediate action is required and you or your emergency contact cannot be reached.

• For Drop-In Visits & House Sitting

  • • Severe Weather Travel: If severe weather makes travel unsafe or local authorities issue warnings or restrictions that prevent safe travel, drop-in visits or house-sitting services may be delayed, modified, or temporarily suspended until conditions are reasonably safe.

    • Power or HVAC Failures: If an extended power, heating or A/C failure creates unsafe indoor temperatures or conditions for your pet, Cozy Hollow Pet Care will contact you or your emergency contact to arrange immediate pickup or, when reasonably necessary, relocation of your pet to a safe environment. Any direct relocation-related expenses will be the client's responsibility.

    • Storm Modifications: For your pet's safety, outdoor walks may be moved indoors during active rain, lightning, dangerous heat, flooding, or other severe weather conditions. Indoor play, potty breaks, and companionship will be provided instead when possible.

Weather Related Cancellations: 

If a client chooses to cancel a scheduled service due to severe weather, Cozy Hollow Pet Care's standard cancellation policy will apply.

If severe weather or an official emergency prevents Cozy Hollow Pet Care from safely providing services, we will communicate with you regarding available options, which may include rescheduling, modifying services, or cancellation.

How do I request a booking? 

To request a booking, new clients can complete our [Contact Form]. Returning clients can contact us directly by email or text to request future services. After we receive your request, we'll review the details and contact you regarding availability and next steps. A booking is not confirmed until all required information has been provided and payment has been received.

What types of pets do you care for?

We provide care for dogs, cats, puppies, kittens, birds, rabbits, hamsters, and other small pets. We also care for aquatic pets, such as fish.

If you have a pet with unique needs, feel free to reach out so we can discuss their care.

Do you accept puppies and kittens?

Yes! For boarding, puppies and kittens are provided with separate, appropriate areas based on their age and needs. Read additional boarding details [here].

Where does boarding take place?

Boarding takes place inside a personal home. In a comfortable, cage-free environment. Your pet will receive supervision, attention, playtime, and plenty of care while maintaining their normal routine as closely as possible.

What kind of environment is provided for boarding?

No personal pets or children live in the home, providing a calm and low-stress environment for visiting pets. The home is smoke-free and includes a securely fenced yard for safe outdoor time.

Can you administer medication?

Yes. We can administer medications as long as clear instructions are provided.

Will I receive updates while my pet is in your care?

We provide regular photo and text updates so you can have peace of mind while you're away.

Do you care for pets that have special routines?

Absolutely. We do our best to maintain your pet's regular feeding, medication, exercise, and sleep schedule.