CHARLOTTE CITY PETS
Charlotte City Pets Terms & Conditions of Service

This electronically signed document is an agreement between Charlotte City Pets and Client to perform pet care services on an as-needed basis. The terms of this agreement shall apply to any and all dogs and cats owned by Client, including any and all new dogs and cats that Client may acquire on or after the date this document is executed. Client may schedule service at any time during the term of this agreement, subject to availability. All scheduled visits will be governed by all terms of this agreement.

1. PAYMENT: Fees are earned upon acceptance of pet visit reservations and are due on or before services are rendered. Any additional visits made or services performed during the scheduled service period will be charged at the agreed contract rate. A surcharge will apply for every visit scheduled during holiday time frames. Rates for subsequent pet care services are subject to change. Accepted forms of payment are credit card, Zelle, check, or cash. Checks can be written to Charlotte City Pets. If payment has not been received by the invoice due date, Charlotte City Pets will automatically charge the Client credit card on file. Client agrees to make payment in full for all scheduled Charlotte City Pets services. A fee of $25 will be charged on all returned checks. In the event it is necessary to initiate collection proceedings on the account, the Client will be responsible for all attorney's fees and costs of collection.

2. SCHEDULING: All service requests including changes and cancellations must be made through the Charlotte City Pets portal (charlottecitypets.petssl.com/account), by emailing info@charlottecitypets.com, or by calling (980) 337-0607. Service requests via text CANNOT be accepted. Service requests are not confirmed until you receive an email from Charlotte City Pets. Service requests time-stamped less than twenty-four (24) hours in advance are subject to a Late Booking Fee.

3. NEW CLIENT MINIMUM: Charlotte City Pets requires every new Client to schedule a minimum of three (3) walks or pet care visits. Existing clients may schedule single visits.

4. SECURITY: Charlotte City Pets accepts no responsibility for any damages, loss, or injury incurred to Client’s property or pet(s) or to third parties and their property if Client gives any other person access to Client’s home or yard during the scheduled service period. Charlotte City Pets accepts no responsibility for any third party (including their pets) given access to Client’s home prior to, during, or immediately after services have been rendered. If Client does give access to someone other than Charlotte City Pets, Client must notify Charlotte City Pets in advance. Client agrees pet care will be performed only by Charlotte City Pets during all scheduled service periods.

5. HOME ACCESS: Client may permit Charlotte City Pets to keep Client’s keys, fob, or key card in a secure lockup for future services. If Client prefers additional visits to drop off and/or pickup keys/fob/card, Client agrees to pay additional fees. Alternatively, it is preferred Client set up a lock box or an electronic door code for Charlotte City Pets to utilize for pet care services. If a lock box is used, Client will need to provide the lock box code and location in their account information. Client will be responsible for making sure lock box keys, lock box codes, or door codes work properly and are available for all visits made by Charlotte City Pets. Client accepts responsibility for any additional visits and fees incurred due to faulty keys/locks, equipment malfunction or power outage.

6. SECURING THE HOME: Client specifically agrees that he or she will secure the home prior to leaving and will provide Charlotte City Pets with instructions on how to properly secure the home. If Client’s home is burglarized while home is properly secured, Client accepts responsibility for any loss or damage.

7. LOCKSMITH: Client authorizes Charlotte City Pets to engage the services of a locksmith in the event of malfunction of the lock, keys, automatic door opener or failure of the Client to provide a working key. Client agrees to reimburse Charlotte City Pets for all costs incurred including extra visits and to hold Charlotte City Pets harmless for consequences related to the activities of the locksmith. Charlotte City Pets will make every effort to contact the Client before taking such action.

8. EMERGENCY CONTACT: Client agrees to provide Charlotte City Pets with name and phone number of a person living nearby who is authorized to make decisions on behalf of Client in the event of an emergency and Client cannot be reached in a timely manner. If Client or designated contact person cannot be reached in a timely manner, Client agrees to accept any decision Charlotte City Pets makes in regard to pet care or Client’s property.

9. PET ERRANDS: Client agrees to reimburse Charlotte City Pets for all charges for extra visits and any other unexpected home, food, or other supply needs related to the health and well-being of Client’s pet(s). Client agrees to reimburse Charlotte City Pets for all extra visits, shopping expenses, in addition to a pet shopping fee.

10. NON-HOLIDAY CANCELLATIONS: Client understands and agrees that scheduled service will not be charged if service is canceled by 4pm the day before service is scheduled to begin. Client further agrees to pay full visit fee if scheduled access is denied due to circumstances beyond the control of Charlotte City Pets or if Client fails to notify Charlotte City Pets that scheduled service will not be required. There are no refunds, partial or otherwise, if you return home early.

11. HOLIDAY PAYMENTS: The new Client agrees to pay a 50% deposit within one (1) day of booking to guarantee Thanksgiving and Christmas/NewYear holiday service. The remaining balance is due on or before the start of scheduled service. If Client cancels scheduled holiday service five (5) or more days before the scheduled start date, Client’s deposit will be refunded in full. If Client cancels holiday service less than five (5) days before the start date, Client will be refunded 50% of their deposit. No refunds will be given on any holiday service during the year if service is canceled less than twenty-four (24) hours before the scheduled start, if canceled after service has begun, or if you return home early.

12. PHOTOGRAPHY: Client gives Charlotte City Pets permission to use photographs and videos of Client’s pet(s) for the purpose of promoting Charlotte City Pets without any compensation due to Client. Further, Client releases all rights to said images or recordings to Charlotte City Pets. If Client would prefer their pet(s) photographs and videos not be used, Charlotte City Pets will not publicly use any photographs or videos of Client’s pet(s). Client is responsible for notifying Charlotte City Pets of their preference.

13. PET POLICIES: Due to the unpredictability of animals, it is expressly understood and agreed that Charlotte City Pets cannot accept responsibility for any mishaps or damage of any extraordinary or unusual nature (i.e., biting, damage to home/furnishings, accidental death, harm to third parties) or any complications in administering medications to pets. Client agrees to indemnify and hold harmless Charlotte City Pets in the event of a claim by any person injured by Client’s pet(s). Charlotte City Pets will not be liable for escape, injury, disappearance, death, or fines of Client’s pet(s) with unrestricted or unsupervised access to a fenced in yard. This includes electronic, wood, metal, or any other fence type. It is the sole responsibility of Client to make sure home and yard are pet proof. Client’s dog(s) must be on a leash at ALL times during walks with Charlotte City Pets.

14. VACCINATIONS AND DISEASES: Client is responsible for making sure all pets are flea- and tick-free as well as current on all vaccinations required and recommended by the City of Charlotte and State of North Carolina. Should Charlotte City Pets or other third parties sustain any injury, disease or other harm in the course of providing services, Client will be responsible for all losses, medical expenses and damages resulting from injury by Client’s pet(s) or exposure to any diseases or ailments of Client’s pet(s).

15. DISCLOSURE OF ALL PETS: Client agrees to make Charlotte City Pets aware of all animals residing in Client’s home or on Client’s property, including guest pets. Client agrees that all dogs and cats are subject to care by Charlotte City Pets during the scheduled service period.

16. AGGRESSIVE PETS AND/OR CARE CONCERNS: Charlotte City Pets reserves the right to refuse or cancel services or to terminate this contract at any time before or during its term if concerns prohibit Charlotte City Pets from caring for Client’s pet(s). If a pet has a history of aggressive behavior, or begins to exhibit aggressive behavior over time, Client agrees to make this known to Charlotte City Pets before scheduled service begins. If scheduled service has begun and Client’s pet behaves in a manner that threatens bodily injury to Charlotte City Pets, or third parties, or other household pets, Charlotte City Pets will attempt to contact Client or Emergency Contact. If Client and Emergency Contact cannot be reached to take full responsibility for Client’s pet, Client authorizes pet to be placed in a boarding facility, with all charges thereafter to be charged to Client. Charlotte City Pets will make every effort to contact Client before taking such action.

17. PET CARE SERVICES: Charlotte City Pets agrees to provide pet care services to Client in a reliable, trustworthy, and caring manner. In consideration of these services and as an express condition thereof, Client expressly waives and relinquishes any and all claims against Charlotte City Pets except those arising from negligence or willful misconduct on the part of Charlotte City Pets. Client agrees to notify Charlotte City Pets of any concerns related to the services provided within twenty-four (24) hours of returning home.

18. DOG WALKING AND PUPPY CARE: Client understands recurring Dog Walking and Puppy Care service will continue from week to week unless and until Client or Charlotte City Pets suspends or terminates service. If Client suspends Dog Walking or Puppy Care service for more than ninety (90) days, Client agrees to an additional paid consultation for service to be resumed.

19. FUTURE SERVICES: By entering into this agreement Client accepts the provision of services by Charlotte City Pets during any service period scheduled by Client and accepted by Charlotte City Pets. Upon such scheduling and acceptance, Charlotte City Pets will be authorized to enter Client premises and perform services without additional signed contracts or written authorization and to accept all online, email, and telephone reservations for future visits.

20. INCLEMENT WEATHER AND NATURAL DISASTER: In the event of extreme weather or natural disaster, Client authorizes Charlotte City Pets to use best judgment in caring for Client’s pet(s) and home. Client will hold Charlotte City Pets harmless for any damage to Client’s home or injury to Client’s pet(s) related to such decisions. In the unlikely event conditions are unsafe for normal services or travel (extreme flooding, hurricanes, etc.), Charlotte City Pets will notify Client as soon as possible that the scheduled service may be delayed, shortened, or canceled. Client agrees to provide the name and phone number of a person living nearby who can be contacted in the event of an emergency to take full responsibility for Client’s pet(s).

21. ALTERNATE PET SITTER: In the event of personal emergency or illness of Charlotte City Pets, Client authorizes Charlotte City Pets to arrange for another qualified person to fulfill agreed upon responsibilities as set forth in this contract. In such case, Charlotte City Pets will retain full responsibility for the proper discharge of all services under this agreement. Every effort will be made to notify Client regarding such a situation.

22. EMERGENCY CARE: Client authorizes Charlotte City Pets to obtain emergency veterinary care if deemed necessary during the scheduled service period. Client accepts responsibility for all costs related to additional time spent with Client’s pet, transportation, treatment, and medical expenses. Charlotte City Pets will make every effort to contact Client prior to obtaining emergency care. If Client cannot be reached in a timely manner, Client authorizes Charlotte City Pets to approve medical and/or emergency treatment (excluding euthanasia) as recommended by a veterinarian.

23. EMERGENCY VETERINARY CARE AUTHORIZATION AND RELEASE: In the event of a medical emergency, if Client cannot be reached to authorize care immediately and directly, Client hereby gives Charlotte City Pets express permission to transport the pet for care to Client’s primary veterinarian. Should the Client’s specified veterinarian(s) be unavailable, Client authorizes Charlotte City Pets to seek treatment at the nearest animal hospital or emergency clinic. Client gives permission for the hospital/clinic/veterinarian to administer any care or medications necessary.

Client agrees to reimburse Charlotte City Pets for expenses related to emergency care including reimbursement for any and all veterinary services rendered, including but not limited to diagnosis, treatment, grooming, medical supplies, and boarding. Further, Client agrees to be responsible for all special service fees assessed by Charlotte City Pets for emergency transportation, care, supervision, or hiring of emergency caregivers, and will pay such emergency care expenses and fees promptly.

By electronically signing this contract, you acknowledge that you understand and accept the terms and conditions set forth by this agreement and the policies of Charlotte City Pets.