Terms and Conditions

Introduction

Last Updated on 3/24/25

These Terms and Conditions are effective immediately. Toto’s Pet Care is a locally woman-owned and operated small business proudly serving pets and their people with reliable, professional care. We are licensed, bonded, and insured, and all our pet care specialists are thoroughly trained and vetted.

Agreement to Terms

By hiring Toto’s Pet Care, you agree to be the party responsible for full payment, clear communication, and compliance with all company policies. Third-party arrangements are not recognized unless approved in writing by Toto’s Pet Care.

Communicate with Us

Have a question or concern? Please call or text us at [insert business number]. We’re here to help and make every reasonable effort to ensure your satisfaction.

We also appreciate feedback after each visit! You may receive a survey where you can share your experience—our staff is rewarded based on your satisfaction.

Preparing Your Home for Pet Care Visits

To ensure smooth and timely service:

• Please have areas where your pets are housed ready for access.
• Let any household guests know we’re scheduled to visit.
• Inform our office if there will be guests, sitters, or other individuals present during our visit.

ADA Accessibility Agreement

Our commitment to inclusivity includes a promise to maintain a website and digital presence that’s accessible and user-friendly to individuals with disabilities. Accessibility is a priority, not just a requirement.

Children & Pets

• Please supervise children during our visit to ensure everyone’s safety.
• We love animals, but for the safety of our team and your pets, aggressive animals must be secured in a separate room, kennel, or outside area.
• If your pet displays aggressive behavior, our staff may leave, and the full service fee will still apply.
• We are not responsible for pet behavior during service visits.

Access to Your Home

• You may provide a lockbox code, garage code, or key to grant us access. Lockout fees will apply if we can’t enter.
• Please disarm alarms before our visit. If left armed, we are not liable for false alarms or resulting fees.
• If special scheduling (such as caring for certain pets first) is required, please notify us in advance. Changes may extend service time and be billed accordingly.

Quotes & Service Estimates

• Quotes are based on your provided info. If conditions differ (e.g., more pets, additional tasks), the quote may be adjusted.
• If our team finds the care needs exceed our scope, we may decline the job with no charge.
• Changes to your service may result in an updated quote.

Need to Skip or Reschedule?

Our pet care professionals rely on consistent work. If you need to skip a service:

• Recurring services: 48-hour notice required.
• Less than 48 hours’ notice will result in a full service charge.
• You can reschedule within the same week at no extra charge.
• Exceptions may apply for emergencies or illness but are reviewed case-by-case.
• Reducing service frequency or canceling altogether also requires 48-hour notice.

One-Time or Initial Services

• 72-hour notice required for cancellations or rescheduling.
• A non-refundable deposit is required for all one-time/initial services and will go toward your final balance.
• Cancellations made more than 14 days in advance may receive a deposit refund.

Gaps in Service

If more than three weeks lapse between services, a "catch-up visit" may be required and billed at our hourly rate.

Weather or Holiday Rescheduling

We do our best to reschedule as close as possible when interruptions occur due to holidays or extreme weather.

Payment Policy

We accept cash, check, Visa/MasterCard, and bank transfers.

• A $45 fee applies for NSF checks.
• If payment isn’t received the day of service, your card on file will be charged.
• Declined cards/unpaid balances incur a $25 or 15% fee, whichever is greater.
• Tips are optional and can be added via survey or invoice line item.

Valuables & Liability

If you request we handle specialty items, medications, or enter sensitive spaces (e.g., safes, cages, custom enclosures), you agree to hold Toto’s Pet Care harmless for any damage.

Accidents are rare, but if one occurs, please report it to us within 2 business days. Liability is limited and does not apply to items already in disrepair or improperly installed.

Other Service Providers

If other service providers are scheduled to be in the home during our visit and you’re not present, we may not be able to complete the job. We are not responsible for disruptions or cleaning overlaps.

Safety of Our Pet Care Specialists

To protect our staff:

• We do not move heavy items or furniture.
• We do not handle waste, vomit, blood, or hazardous materials.
• We do not enter homes with active pest infestations (fleas, bedbugs, etc.) until resolved.
• Please do not smoke indoors during service visits.

Rate Adjustments

To maintain quality and adapt to your needs, we reserve the right to adjust service rates at any time.

100% Satisfaction Guarantee

If a service area within our scope wasn’t completed to your satisfaction, call us within 24 hours and we’ll return to fix it by the next business day.

• Re-cleans are provided in place of refunds.
• We cannot guarantee results when using your supplies or equipment.
• Some services are inspected for quality during or after the visit.

Non-Solicitation of Our Employees

By hiring Toto’s Pet Care, you agree not to solicit our employees for personal pet care services outside of our business. If you wish to hire a team member directly, our recruitment and training fee is $3,500.