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Terms of Service

Last Updated: 12/8/2025
Welcome to Roanoke Pet Sitter (Pet Pals LLC). By using our website, scheduling services, or interacting with our company, you agree to the following Terms & Conditions. Please read them carefully.

1. Definitions

  • “Company,” “we,” “us,” “our” refers to Pet Pals LLC, operating as Roanoke Pet Sitter.

  • “Client,” “you,” “your” refers to the person using our services.

  • “Services” refers to pet sitting, dog walking, drop-in visits, vacation care, overnight care, and all related services provided by Pet Pals LLC.

  • “Pet(s)” refers to the animals in our care.

2. Service Agreement

By booking any service with Pet Pals LLC, you confirm that:

  • You are the legal owner or authorized caretaker of the pet(s).

  • All information provided about your pet(s), home, and emergency contacts is accurate.

  • Your pet(s) are up-to-date on vaccinations (as applicable).

Pet Pals LLC reserves the right to refuse service if a pet displays aggressive or unsafe behavior or if conditions are deemed unsafe for staff.

3. Scheduling & Cancellations

3.1 Scheduling

All services must be scheduled through our approved communication channels (website, app, email, or phone).

3.2 Cancellation Policy

  • Daily Dog Walks & Drop-Ins: Cancellations must be made by 8am the day of services to avoid a cancellation charge.

  • Vacation/Travel Services: Require a 5 day notice.

  • Holidays: Holiday services may require non-refundable deposits.

Last-minute cancellations are subject to full service charges.

4. Payment & Fees

  • Payment is due at the time of invoicing or according to the company’s billing schedule.

  • Overdue invoices may incur late fees.

  • Returned or failed payments may incur administrative fees.

  • Rates are subject to change with reasonable notice.

5. Keys & Home Access

Clients must provide reliable access to their home (key, lockbox code, door code, etc.).
Pet Pals LLC is not responsible for malfunctioning locks, alarms, or home security devices.

If staff cannot access the home due to a client issue, the visit will still be charged.

6. Pet Safety & Health

You agree to notify us of:

  • Any medical conditions

  • Medications

  • Behavioral issues

  • Known risks (e.g., escaping, reactivity, biting history)

We reserve the right to contact a vet or emergency service if we believe your pet is in immediate danger. Clients are responsible for all related costs.

7. Weather Policy

During extreme weather conditions (heat, cold, storms, ice), outdoor time may be shortened or replaced with indoor enrichment for the safety of the pet and staff.

In severe emergencies (road closures, natural disasters), service availability may be limited.

8. Leash & Outdoor Policies

  • All dogs will be walked on leash unless you provide written permission allowing off-leash activities in approved areas.

  • We do not permit interaction with unknown dogs or people unless discussed with the client.

9. Property & Home Care

Pet Pals LLC will take reasonable precautions to protect your home and property.
We are not responsible for damages caused by:

  • Your pet

  • Normal wear and tear

  • Situations outside our control (water leaks, power outages, etc.)

10. Photos & Social Media

We may take photos of your pet for updates, marketing, or social media unless you opt out in writing.

11. Liability

Pet Pals LLC is fully insured; however, clients acknowledge the inherent risks of pet care.
The company is not liable for:

  • Injury, illness, or death of pets due to pre-existing conditions

  • Damage or injury caused by the pet

  • Third-party negligence

  • Unpreventable incidents

Clients agree to indemnify and hold harmless Pet Pals LLC and its employees/contractors.

12. Contractor Status

All pet sitters and dog walkers are background-checked and trained.
Some team members may serve as independent contractors and not employees.

13. Emergency Contacts

Clients must provide at least one local emergency contact.
If we cannot reach the client during an emergency, we will use our best judgment to act in the pet’s best interest.

14. Privacy Policy

We respect your privacy. Personal information is used only for communication and service management.
We do not sell or share your information with third parties except as required by law.

15. Changes to Terms & Conditions

We may update these Terms & Conditions at any time.
Updates will be posted on the website. Continued use of services signifies acceptance.

16. Contact Information

Pet Pals LLC
Roanoke, VA
Email: info@roanokepetsitter.com
Website: roanokepetsitter.com

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