Every pet is a treasure.
We have created the following policies to safeguard your pet, home, and personal information while they are in our care.
Policies, Terms, & Conditions
Alarms/Gates/Security: Always alert your home security provider and/or residential gate service to the name(s) of Trusted Pawtners' representatives who will be caring for your pet(s) while you are away. Be sure to obtain the proper passes and codes, test them, and give those to your pet sitter prior to the start of your service period. If Trusted Pawtners incurs any gate fees for any reason, client is responsible for reimbursing the company. If Trusted Pawtners cannot gain entry to your neighborhood and/or home due to client failure to ensure passes/codes/keys work and/or are prepared properly, you authorize that visit to be skipped. If Trusted Pawtners' schedule permits and client has remedied the entry situation, Trusted Pawtners will make every effort to fulfill that visit as soon as possible.
Animal Behavior: Due to animal behavior being quite unpredictable, Trusted Pawtners cannot be held responsible for unusual mishaps (i.e. refusal to eat or take medication, escaping from the client's property, biting, eating or causing damage to the inside/outside of home and/or any household items/possessions, personal injury/accidental death). Client releases Trusted Pawtners of all liability for loss of, injury to, or death of pet while pet is in Trusted Pawtners' care. Client is solely liable for injury or damage to third parties and their property. It is the client's responsibility to notify Trusted Pawtners if their pet has ever caused injury to any human or other pet. Trusted Pawtners does not accept responsibility or liability for animal behavior, normal or otherwise, which results in injury to your pet(s) or property or that of others. Further, if one or more Trusted Pawtners's owners, associates, employees, volunteers, or independent contractors is harmed or injured by your pet(s), you accept full responsibility for the cost of any necessary medical attention required by both the Trusted Pawtners owners, associates, employees, volunteers, or independent contractors and the pet(s). It is expressly understood and agreed that Trusted Pawtners shall not be held responsible for any damage to your property, or that of others, caused by your pet(s) during the period in which the pets are in Trusted Pawtners' care. If a pet has a history of biting or other aggressive behavior and/or suddenly displays said behavior(s) at any point, Trusted Pawtners reserves the right to refuse service beginning immediately. Bites must be reported to the local authorities as provided by law. Client will be liable for medical care expenses incurred by the Trusted Pawtners associate(s), employee(s), or independent contractor(s) and damages that result from your pet's behavior.
Bookings: We accept service requests and cancellations via phone, text, and email Monday through Friday during regular business hours. Note that no request for booking should be deemed confirmed until you receive confirmation with an invoice AND any payment required has been received. Messages left for us are not bookings, nor are trip dates provided without payment. Clients are not permitted to contact any of Trusted Pawtners's pet caregivers for scheduling. Owner Amanda Hamilton handles all scheduling. See Rate Details below for cancellation policies.
Cameras: Should you use cameras for home monitoring, they must not be in and must be pointed away from all private areas (such as any bedrooms sitter may utilize if staying overnight) and bathrooms. Trusted Pawtners must be notified of camera use, and for our sitters' and our clients' privacy protection, cameras cannot record audio. In addition, if you are utilizing overnight services, if available, you must notify Trusted Pawtners and your pet sitter of camera locations to protect your pet sitter's privacy when changing clothes, using facilities, sleeping, etc.
Company Representatives: Trusted Pawtners is a small, family-owned business. On occasion a trainee may accompany Amanda and/or Adam. In this case, you will be notified prior to the visit. While owner, Amanda Hamilton, and her husband, Adam Hamilton, are the primary company representatives servicing your pet(s), you authorize any current Trusted Pawtners representative/employee to care for your pet(s) during your service period and use their best judgement should unusual and/or emergency circumstances be encountered and agree to hold all parties harmless from any consequences of those decisions. You also agree that should all company representatives be unavailable due to scheduling and/or emergency situations, Trusted Pawtners is authorized to seek aid from your emergency contacts to provide care for your pet. If your emergency contacts are not available or refuse to provide care, you will be notified as soon as possible.
Dog Park: Trusted Pawtners will not take your dog to a dog park and will limit interaction with pets and people when outside your home to the extent we can control for the safety of your pet and Trusted Pawtners's representatives.
Doggy Doors: Doggy doors are great to give outside access to our furry friends. However, there are dangers associated with them and the outside that pets encounter. Trusted Pawtners cannot be held liable for any client's pet that escapes or becomes lost, trapped, or injured, fatally or otherwise, when instructed to allow their pet(s) access to the doggy door and outside. This includes electronic, wood, metal or any other type of doggy door. Should Trusted Pawtners notice any wildlife that has entered your home, Trusted Pawtners will contact client to arrange removal before Trusted Pawtners will continue service. Should Trusted Pawtners be unable to reach client, client authorizes Trusted Pawtners to contact a wildlife removal service on client's behalf and client agrees to be responsible for wildlife removal fees as well as the cost of any time Trusted Pawtners's associates, employees, or independent contractors spent contacting and giving access for the service to be performed.
Disaster Plan/Evacuation: Due to the number of pets that may be in our care at any point in various locations, we cannot be responsible for evacuating your pet(s) in the event of a hurricane or other mandatory emergency evacuation event. Your emergency contact will be the person responsible for getting your pet safely out of the area. It is your responsibility to notify your emergency contact of this responsibility and provide them with your dates away, your away contact information, and a way to enter your property to retrieve your pet(s) and all necessary items. In the event of a mandatory evacuation, we suggest you return home if at all possible to be with your pet(s) and evacuate them yourself, if necessary, since we may be unable to reach your pet due to downed trees and power lines and other dangers just before, during, and after the storm. If you cannot return home, you should notify us and your emergency contact to make arrangements. Leaving your pet in a hurricane is not advised due to dangers from insufficient water and food, potential flooding, and possible home damage and hazards. Should a mandatory evacuation order be issued, funds clients have paid for services not yet rendered will be treated as credits should Trusted Pawtners choose to cease care services based on deteriorating weather conditions. Should your pet(s) end up in our care/home through a storm or other emergency situation, you will be responsible for all fees associated with their care until you return, and payment is due when you retrieve your pet(s). Should you not return or communicate with us within three days of the evacuation lift/reentry or by the end of your scheduled reservation, whichever occurs first, you authorize us to contact your emergency contact and/or guardianship contact to make arrangements for your pet(s) to be placed with those you entrusted.
Emergency Contact Information: All clients will be required to provide their away contact information, local and emergency veterinarian contact information, and an emergency contact in the event we cannot reach you and there is an emergency involving your pet or home. Your emergency contact should be someone living nearby that could easily travel to and access your home and/or assume care of your pet(s) if necessary for any reason. This person will also be responsible for evacuating your pet(s) in the event of a hurricane or other emergency. You may also be asked to provide an emergency contact list for utilities, home maintenance, etc. in case of a home emergency such as heat or air conditioning failure or a burst pipe.
Extreme Weather: In the event of inclement weather (snow, ice, tropical storms, etc.), Trusted Pawtners will make every effort to keep appointments provided that roads are deemed passable by local authorities. You are responsible for providing a clear path to allow safe access to the premises. Should Trusted Pawtners be unable to reach your home, we will contact your emergency contact to service your pet(s). Note that walks may be shortened and/or substituted with indoor play time in the event of weather advisories that render lengthy outdoor activities unsafe for people and pets. These weather conditions include but are not limited to temperatures exceeding 95 degrees, temperatures below 30 degrees, torrential or freezing rain, hail, and when lightning is present. If your pet has heat or cold sensitivities beyond breed standards please inform us at the time of your initial consultation.
Fences: Fenced yards are wonderful playgrounds for our pets and allow them additional space to exercise and play. However, no fence system is totally secure. Trusted Pawtners does not accept responsibility or liability for any client’s pet(s) that escapes or become lost or injured, fatally or otherwise, when instructed to allow their pet(s) and/or leave their pet(s) in a fenced in area. This includes electronic, wood, metal or any other type of fence. Client acknowledges and agrees to pay any extra time required to track down and/or lure/capture any pet(s) running loose in a yard if time required exceeds scheduled visit length. Client must provide a standard leash for each pet, and Trusted Pawtners reserves the right to take the pet(s) outside only on the pet's standard leash should the pet prove difficult to control or fail to respond to commands. Trusted Pawtners also reserves the right to refuse yard play if the yard poses a threat to the pet(s) or provider(s) including but not limited to unsanitary conditions, stagnant water, excess animal waste, unkempt lawn, hazardous trash, or items strewn about.
Guardianship Policy: We prefer to be prepared for all emergencies, so we ask for not only an emergency contact but also a guardianship contact in case you become ill or pass while away. Your chosen guardian would assume care for your pet(s) until your will or other legal papers are located and enacted. Should you not choose a guardian, we will contact your emergency contact. Both contacts should be made aware of their responsibility and agree to it.
"Honey, I'm Home": Trip delays and accidents happen frequently. Please remember to notify us that you are home safely so we know your pet(s) no longer needs us. Should Trusted Pawtners have reason to believe you may not have arrived home on time and/or be unable to reach you, you authorize us to continue visits on the regular schedule you selected before departure and agree to compensate us for those visits. Upon your return, report any issues immediately to Amanda Hamilton so they can be dealt with promptly.
Hours of Operation: Scheduling, cancellations, and changes will be handled during normal business hours daily Monday through Friday, except for holidays falling on those days. If you experience an emergency and must leave on a weekend, call Amanda Hamilton and leave a detailed message and your call will be returned promptly. Trusted Pawtners will make every effort to visit your pets within your preferred time frames and as close to your preferred times as possible. However, please understand that emergencies with other pets in our care and otherwise occur from time to time that may cause visit times to be adjusted. Client acknowledges that all visit time frames are approximate and subject to change based on the needs of all pets under Trusted Pawtners' care. Client entrusts Trusted Pawtners to use their best judgement in caring for the pet(s) and home in emergency situations, inclement weather, and natural disasters and holds Trusted Pawtners and its representatives harmless from such decisions.
In My Home Care: Trusted Pawtners may board well-behaved small dogs and small pets in the owner's home from time to time. To qualify for this service, the owner must meet and evaluate client's pet's ability to comfortably adapt to the owner's home and pets; be given up-to-date vet records, including proof of current vaccinations; and have your pet (dog) over for a short trial visit to ensure proper conduct. Dogs being boarded must be house-trained, be calm-natured with no history of aggression of any kind, and obey basic commands. Client acknowledges this service is available only at Trusted Pawtners's discretion and that client is responsible for any and all damage/destruction client's pet causes to any person, pet, and/or property while on the owner's property. Client agrees to comply with reasonable requests and provide all required pet items, including but not limited to food, bowls, leashes/harnesses, medication, comfort items (bedding and/or special toys), diapers/weenie wraps, etc. and/or reimburse Trusted Pawtners for the cost of needed items plus applicable surcharges per these policies. Client waives and relinquishes Trusted Pawtners, all its associates, and all residents of and visitors to Trusted Pawtners' owner's home of any and all liability claims.
Leash/Harness Requirement: While your dog may be trained to walk properly with us, you never know what hazards, including vicious animals or bad drivers, we may encounter on our walks so all dogs will be leashed for walks. A standard leash should be provided for walks as there are many dangers with retractable leashes. We also recommend harnesses, front-lead such as the Easy Walk for pullers, and may require a harness for the dog's health and safety. Dogs will be leashed when outside unless the yard is fenced and/or client wishes dogs to roam freely on their property and dog has proven to do so with proper behavior and positive response to voice commands with Trusted Pawtners. Client holds Trusted Pawtners and all its owners and associates harmless and free from any liability should a dog run away and become injured, fatally or otherwise, and/or fail to return home when Trusted Pawtners is instructed by client to leave dog off leash. Client also agrees to promptly compensate Trusted Pawtners for all time/resources devoted to safely returning the pet.
Liability: Client expressly waives and relinquishes any and all claims against Trusted Pawtners, LLC and its team of pet caregivers and associates outside of Trusted Pawtners's negligence.
Living Conditions: Trusted Pawtners reserves the right to refuse service to any client based on unsafe living conditions inside the home, including but not limited to unsanitary conditions, no accessible clean running water, lack of power, excess animal waste, unkempt lawn, hazardous trash, or difficulty to access any or all areas of the home. Trusted Pawtners will clean up after your pet(s) to the best of our ability. If there are accidents above and beyond the normal amount anticipated and/or that require cleanup time exceeding the regularly scheduled visit duration, Trusted Pawtners will charge a reasonable fee for cleanup time.
Medication: Pet sitters will administer medication orally and/or topically per prescription information and directions. Client agrees to provide directions on how the pet best takes medication but understands that the pet may refuse medication and holds harmless Trusted Pawtners and all its representatives for pet missing doses. If the pet requires injections, contact our office to discuss how we may accommodate you.
Meet and Greet: We require a Meet and Greet prior to beginning any services for each client to ensure Trusted Pawtners and you and your pet(s) are comfortable with one another. We will tour your home to learn about your pet’s daily routines, where your pet’s supplies are kept, and home security routines. Prior to or at this visit we will obtain all critical information required to perform pet care services for you and record it in your file, along with your signature to authorize us to perform services. All agreements within your file do not expire and are valid for all future services. Client authorizes original signed client information and authorization agreement to be valid approval for future services so as to permit Trusted Pawtners to accept future bookings by any of the above means and enter client premises without additional signed contracts or written authorizations. If/when any information changes, it is solely your responsibility to notify us. Before or at this initial Meet and Greet, we will also provide you with access to our policies via our website and collect working key(s). If keys are not available at the initial Meet and Greet, you are responsible for providing keys prior to your first date of service. Should you provide only one key, you understand all associated risks and charges you may assume should an emergency occur that may prevent your pet sitter from reaching your pet as scheduled. If a second consultation is requested for any reason aside from meeting an additional pet, there will be a visit charge. See our Rate Details and Other Charges section below for details.
Nonresident Pets: Trusted Pawtners recognizes the occasional need and convenience to house pets together that do not normally reside together. Trusted Pawtners will care for nonresident pets housed with resident pets when the following conditions are met:
1. All pets must be accustomed to the company of the others and not display aggressive behaviors.
2. Trusted Pawtners must be present to meet all pets interacting prior to booking.
3. A client form/contract must be completed for each family that has a pet present.
For client convenience, charges may be invoiced all together or separately by family.
Overnight Care: Note this is not a service currently offered. Due to the demands of caring for multiple pets in multiple homes, we cannot guarantee we will arrive at or leave your home at a specific time. This is why we have approximated times for overnight stays to be 10 p.m.-6 a.m. Overnight stays include a night potty break and a morning potty/meal/play time equivalent to the Just Wuv Me visit. Extra time may be required for multiple pets and may be added to the initial invoice or billed if Trusted Pawtners finds the time booked was inadequate. Walks can be added to morning duties or to any other visit at the regular walk rate. Throughout the day, the sitter may come and go as needed and is only required to be present for client's scheduled daytime visits. For the safety of our pet sitters, we will only provide potty breaks on your premises during overnight visits until daylight (no after-dark walks off property). We will take photos/videos of your pets and send to you via text at least once daily unless client requests us not. Photos/videos taken during the service period may be added to your client file and used for Trusted Pawtners's promotional purposes and as Trusted Pawtners sees fit. All photos and videos remain the property of Trusted Pawtners. Pets, if identified at all, will be identified by first name only to protect client privacy.
Pet Exclusion: We are pleased to care for all of your pets, and, due to the potential dangers of excluding pets and liability issues, we cannot honor requests not to care for a certain pet(s) within your household if they are present while you are away.
Pet Remains: Trusted Pawtners wishes to honor client preferences should a pet pass while client is away. Please make wishes for each pet known to Trusted Pawtners in writing and make arrangements with your vet. If no arrangements or wishes have been made known and a pet passes in client's absence and Trusted Pawtners cannot reach client, client authorizes Trusted Pawtners to choose how the pet's remains should be handled and agrees to assume all charges and/or reimburse Trusted Pawtners immediately upon your return for charges paid on client's behalf plus any applicable fees.
Right to Refuse/Terminate Service: Trusted Pawtners has the right to refuse or terminate service or cancel reservations at any time with written notice via text or email to the affected client. Trusted Pawtners will give the most notice possible to the client (and emergency contact should this situation occur during a pet sit assignment).
Shared Care: Trusted Pawtners does not participate in shared care arrangements. Shared care is defined as a pet sitter caring for the pet(s) for part of the service period and a friend, neighbor, relative, or other person, including another pet sitter, caring for the pet(s) for part of the service period, alternating by day, by visit, or otherwise. Allowing anyone else entry to your home during the service period releases Trusted Pawtners and all owners and associates from any and all liability.
Sitter Emergencies: In the event of a sitter's personal emergency, Trusted Pawtners will make every attempt to send a substitute sitter that client has approved. If Trusted Pawtners cannot reach your sitter of choice and has no other Trusted Pawtners sitter available, Trusted Pawtners will contact the client's emergency contact and client will be notified that he/she will be temporarily responsible for the pet's care. Should Trusted Pawtners be unable to reach your emergency contact, Trusted Pawtners will contact the client immediately. Should Trusted Pawtners be unable to reach client's emergency contact or client, client authorizes Trusted Pawtners to leave your pet(s) if during an overnight and/or skip or shorten visits/services if during the day as necessary. Having a backup plan/person in place for each trip is the client's responsibility and Trusted Pawtners should be notified of any changes to sitter choices and emergency contacts as they occur.
Thermostats: Please leave your thermostat settings within a normal, comfortable range (65-75F). If the house temperature is outside of this range, Trusted Pawtners will adjust the thermostat to ensure the health and comfort of your pet(s) and Trusted Pawtners' staff during our time of service.
Trespassers/Home Access to Others: For the safety of your pet(s) and pet sitter, Trusted Pawtners advises against allowing others to enter your home during the service period. Should you decide others must have access to your home during the service period, you agree to provide a list of all individuals' and/or businesses' names and phone numbers authorized to be in/on the premises (i.e. cleaning service, friends, family, etc.). Any unexpected vehicles and/or people on the premises will result in a phone call to the police and may result in the visit being delayed or skipped. Trusted Pawtners, company owner, agents, assigns, successors, and heirs are not liable and are completely indemnified for any and all liability stemming from the act(s) or failure to act of third parties, whether known or unknown, including but not limited to friends, neighbors, relatives, or other service persons, that shall enter your residence for any purpose during Trusted Pawtners' service period. Further, Trusted Pawtners cannot be held liable for any damage to the home or property or for anything that may happen to your pet(s) when friends, neighbors, relatives, service people, etc. have access to your home and/or pet(s) during the service period.
Unsecured Pets: Trusted Pawtners cannot be held liable for damage to home, property, or pet due to your decision to leave pets unsecured and unsupervised inside the home or allow pets unsupervised outside access via pet doors and the like. Client assumes all associated risks.
Vaccinations/Immunizations: Trusted Pawtners requires all pets to have the necessary by law vaccinations and immunizations and/or titer tests before service begins. We may ask to see expiration dates for rabies vaccinations and/or require a photo or photocopy for our records.
Vehicle and Other Equipment Use: Should you instruct Trusted Pawtners to utilize your vehicles, golf carts, strollers, etc., during a visit, client acknowledges that said items are in good working condition and free from safety risks to Trusted Pawtners and pets and holds harmless Trusted Pawtners should any incident, damage, harm, etc. occur that is not due to Trusted Pawtners' negligence. Client also acknowledges that use of said equipment is at the discretion of the pet sitter.
Visit Requirements: Due to potential safety concerns, we require a minimum of one visit to each client's home per day for cats, three visits for healthy adult dogs, and four visits for puppies and adult dogs with health issues. We will add additional visits as needed/requested. In addition, since we provide care to a number of neighbors’ pets, we cannot guarantee we will arrive to your location at a set time. Select the time frames that best suit you and your pet(s) and tell us your preferred times so we can best serve you and your pets. Client must provide all items required to complete pet sitter duties, including but not limited to food, treats, medication, bowls, leashes, collars, harnesses, waste bags, etc. We will take photos/videos of your pets and send to you at least once daily. Photos/videos taken during the service period may be used for Trusted Pawtners' promotional purposes and as Trusted Pawtners sees fit. Pet(s), if identified, will be identified by first name only.
Walk Requirements: Client must provide a standard leash (must be non-retractable) and properly fitted collar and/or harness that is free from damage and that the dog(s) is accustomed to wearing with no history of escape. No more than two dogs will be walked by one person, regardless of size, and all walk visits are private walks (your dogs only). An additional person, if available, may accompany your sitter to enable walking all dogs at the same time. The pet sitter has the right to walk fewer dogs at a time should the dog(s) be known to be or become difficult to control or should there be other factors that may require separate walks (age, health, etc.). You will be billed for any additional time/walks/workers required to perform all duties Trusted Pawtners was contracted to complete. We will take photos/videos of your pets and send to you via text at least once daily. Photos/videos taken during the service period may be used for Trusted Pawtners' promotional purposes and as Trusted Pawtners sees fit. Pet(s), if identified, will be identified by first name only. We will do our best to keep human and other pet interaction with your pet(s) at a minimum while on walks for everyone's safety.
Rate Details and Charges
Payment: Because we can only provide quality care to a limited number of pets daily, we accept vacation reservations on a first paid, first booked basis. Payment for all multi-day travel reservations is due at booking and your reservation is not confirmed (that means it is not on our calendar) until paid in full. Payment for regular daily walk reservations is due upon invoicing and one-off visits and last-minute reservations at invoicing or time of service, whichever is sooner. Payment for regularly scheduled services, such as yard detail, is due by the 10th of the month of service and will be invoiced at or prior to the beginning of each month. We accept cash, checks made payable to Amanda Hamilton, Zelle, and credit cards. Credit card payments are subject to a 3.9% processing fee. Payments may be placed in the black metal drop box mounted on the brick wall by our front door or mailed to 10 Kirk Court, Bluffton, SC 29910.
Cancellations: Please understand that Trusted Pawtners schedules time to care for your pet(s) as requested and often turns other requests down to allow time for your pet(s), so please be considerate of us and your neighbors and inform us of plan changes as soon as possible. No refunds will be issued upon cancellation, but we will credit your account whenever possible, and that credit will be applied to your next booking. Dailies (regular walk/potty break visits once daily): One free cancellation monthly at no charge for clients with three or more weekly visits scheduled. Cancel before 7 a.m. same day with no cancellation fee. Cancellations after 7 a.m. will be charged the full fee for that day's visit. Extended Care (two or more days while client is away from home, excluding holiday times): Cancellation fees are as follows: full credit toward future reservations when cancelled more than ten (10) days from start of service, 25% of reservation total for cancellations ten (10) days to a week from start of service, 50% of reservation total for cancellations a week from start of service period. Extended care services cancelled less than a week from the start of the service period will receive no credit. Holiday Times: Please understand that we are very busy during holiday times and always turn away clients. Because most people plan so far ahead for holidays, we have a low chance of filling any cancellations and therefore do not offer credit for cancelled holiday reservations. Early Return/Late Departure: No refund or credit will be issued for client's early return or late departure that results in cancelled visits. Other: Client cancellations for all other Trusted Pawtners’ services will be charged the full fee for that day of service if cancellation was less than twenty-four hours' notice.
Additional Consultation: Should we be required to return to your property after the initial Meet and Greet for an additional consultation for any reason there will be a $35 fee.
Additional Time Required: If we find additional time is required to complete the duties assigned at any or all visits, you will be billed at our regular visit rate.
Early/Late and Weekend Visits: We can accommodate visits as early as 6:30 a.m. and as late as 8:30 p.m. There is an additional $10 fee per visit for early (prior to 8 a.m.) and late (after 6 p.m.) visits. Saturday and Sunday visits are an additional $5 as well.
Emergency Veterinary Care: Should we determine your pet needs after-hours or emergency veterinary care, we will make every effort to contact you prior to seeking care, so long as your pet’s well-being is not in immediate danger. If your pet is experiencing a true emergency, as determined by our pet sitting team, your pet’s well-being takes precedence and you will be contacted as soon as possible. You agree to be responsible for all fees associated with veterinary care as well as Trusted Pawtners’ time spent seeking care, transporting, and accompanying your pet.
Holidays and Celebratory Days: Holidays allow us to spend extra time with family and friends. Service prices on holidays and surrounding days are marginally more to compensate your pet sitter for spending their holiday time away from their family and with your pet(s). Drop-in and service rates are $5 more per visit/service, hourly services are $10 more per hour, and overnight visits are $25 more per night. These rates apply to Mother's Day and Father's Day weekends, all holiday weekends and the holiday itself, and the following major holiday periods determined annually by Trusted Pawtners: New Year’s, Easter, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas, and Spring Break.
Home Cleanliness: Trusted Pawtners will clean up after your pets to the best of our ability with products/supplies in your home. If there are accidents above and beyond the normal amount anticipated, Trusted Pawtners will charge a reasonable fee for cleanup time, and that fee is due upon your return.
Home Emergencies: Should we experience an emergency at your home during a visit, including but not limited to heat/air conditioning failure, water line break, power outage, or burglary, we will attempt to contact the proper authority, per your instruction, to handle. You authorize us to remove your pet(s) from the premises to a safe location, either to your emergency contact’s home or to a Trusted Pawtners' pet sitter's home or a boarding facility, at our discretion. Should we be required to stay on site while waiting on a service person or while a service person is working to resolve the issue, you will be responsible for time at $15 per quarter hour. Should we relocate your pet(s) to your emergency contact, you will be responsible for Trusted Pawtners’ time spent contacting the necessary people, awaiting their arrival, gathering supplies for the pet(s), and other necessary activities at $15 per quarter hour. Should Trusted Pawtners relocate your pet(s) to your pet sitter's home, you will be responsible for time spent doing so at $15 per quarter hour and time at your pet sitter's home at $15 per hour until the emergency is resolved and your pet(s) can be returned. Should we relocate your pet(s) to a boarding facility, you will be responsible for time spent doing so at $15 per quarter hour plus all boarding charges.
Keys: Trusted Pawtners does not make or have made duplicate client keys and requires providing us with at least two entry points to your home. TWO sets of keys and/or two entry points must be provided to our company when you become a client: one for the pet sitter to use and one for safety and emergencies (in case the sitter gets locked outside the home or has a personal emergency and another sitter must be sent) that will remain locked in our key safe as long as you are our client. We use a coding system and store keys in a fire-resistant safe away from your personal information. Keys will be automatically retained on file at the end of service unless instructed otherwise. Should you wish not to provide permanent keys, we will gladly pickup and drop off the keys for each booking for a fee, you may drop them off and pick them up at no charge, or you may purchase a lock box to be kept on your property and provide us with the code. We gladly accept garage door openers and codes in addition to, but not in lieu of, keys in case of malfunction or power outage. Failure to provide Trusted Pawtners with entry points and needed keys/tools/codes prior to the start of your service period will be interpreted as cancellation of services. For your safety and the safety of your pet(s), Trusted Pawtners does not accept mailed keys, keys placed in hidden areas outside on your property (including under doormats and flowerpots), keys to be left locked inside on the last visit, or the like. Trusted Pawtners cannot be liable for any damage to home, property, or pet(s) should you choose to keep a spare key in a location others may access or leave a door unlocked while you are away. In the event that Trusted Pawtners is required to employ a locksmith to gain entry into your premises due to the malfunction of the lock or your failure to provide functioning keys, it shall be your responsibility to reimburse Trusted Pawtners for all costs incurred, including any service charges Trusted Pawtners charges for time and/or payments Trusted Pawtners makes on client behalf. In addition, client acknowledges the risk they take by only providing only one key should such an emergency situation arise that could prevent their pet(s) from receiving care as scheduled. By providing Trusted Pawtners a key to your home, you authorize Trusted Pawtners to provide your key to any employee or representative who will be conducting services Trusted Pawtners was contracted to provide.
Last-Minute Bookings: Trusted Pawtners understands that life is unpredictable and emergencies and short-notice business trips happen. While we will do everything in our power to accommodate last-minute bookings, we cannot guarantee services without sufficient notice. Please call us as soon as possible to schedule. Last-minute bookings (within 24 hours for daily visits and within 48 hours for multi-day visits) are subject to a $5 per visit charge. Any immediate needs (same-day service) that can be accommodated will incur a $10 fee.
Late Fee: A late fee, 20% of total outstanding or $25, whichever is greater, will be assessed when payment in full is not received: prior to the start of a pet sitting reservation, ten (10) days after start of service for all add-on visits due to return travel delays, or ten (10) days into regularly scheduled weekly/monthly services such as yard detail.
Returned Check Fee: A returned check is subject to a $35 fee plus a late payment fee of 10% of service period total and will render you a cash-only customer.
Service/Supply Convenience Fee: Should Trusted Pawtners be required to cover the cost of your pet’s bill for services or supplies, a convenience charge of 10% will be added to the bill and is due upon receipt of goods/services or immediately upon your return, whichever is sooner.
Service Area: We proudly serve Rose Hill and the immediate surrounding area. Rates are based on proximity to Trusted Pawtners. Published rates are for services provided to homes within Rose Hill. Rates for services provided outside Rose Hill may be marginally more based on distance and travel time.
Veterinary Care: In the unlikely event that vet care is necessary, you agree to have made arrangements to handle such expenses with your regular veterinarian via a credit card on file or upon your return. Should your pet require veterinary care and Trusted Pawtners be required to cover the bill, a convenience charge of 10%, in addition to the vet care bill and all applicable pet sitting time charges associated with the event, will be due upon your return.
Privacy Policy
Trusted Pawtners respects and protects your right to privacy. Employees are required to adhere to strict privacy and confidentiality policies. Violators are subject to termination and other disciplinary measures, up to being criminally prosecuted.
Personal Information: All data you provide us is secured in your client file in our office. No personal information you provide us will ever be sold, rented, loaned, or given to anyone outside our team without your permission except as stated herein.
Keys/Codes: All keys/codes are stored in a locked safe in our office. Keys/codes will be destroyed when you notify us that you are moving or have changed locks/codes.
Security: We adopt appropriate data collection, storage and processing practices, and security measures to protect against unauthorized access, alteration, disclosure, or destruction of your personal and transaction information.
How We Use Your Personal Information: We collect certain personal information, including photos and/or videos or your pet, to provide you and your pet with the best care and greatest peace of mind possible. You will receive text updates with pictures and/or videos after each visit or at least once daily in the case of multiple visits per day and house sitting clients. You may also receive periodic text, email, or mail communications from Trusted Pawtners. Should you choose to be a reference, your name, phone number, and email may be provided to potential client pet parents. Pictures and videos of your pet(s) may be used to promote Trusted Pawtners. In such cases, your pet will be identified by first name only and no dates of care will be released. We may disclose your personal information if required by law or in the good-faith belief that such action is necessary to: (a) conform to the edicts of the law or adhere with legal process served on Trusted Pawtners or any of its affiliates; (b) protect and defend the legal rights or property of Trusted Pawtners; or (c) act in such a manner as to protect the personal safety of the Trusted Pawtners employees and/or our clients or website or social media users or connections.
Third Party Service Providers: We may use third party service providers to help us operate our business and website or administer activities on our behalf. We may share your information with these third parties for those limited purposes. We may share generic demographic information not linked to any personal identification information regarding clients/page visitors with our business partners, trusted affiliates, and advertisers to aid in improving our services to the community.
IP Addresses and Log File Data: Any log files and IP addresses are neither stored with nor used in conjunction with personal information.
Web browser cookies: Our website may use cookies to enhance user experience. You may choose to set your browser to refuse cookies or to alert you when cookies are being sent. If you do so, note that some parts of the website may not function properly.
Third party websites: Our website visitors may find advertising or other content links on our website. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our website. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.
Intellectual Property Rights: This website and its content are protected by United States copyright, trademarks, patents and other intellectual property rights and laws. As a visitor/visitors/users of this website you agree that you will access the contents solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold, or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the website for personal, non-commercial home use only. Trusted Pawtners does not claim ownership of any content or materials you post, upload or submit to any publicly accessible area of the website. However, by doing so you are granting Trusted Pawtners a worldwide, royalty free, non-exclusive license to copy, distribute, transmit, reproduce, publicly display, edit, translate or publish such content for as long as you elect to display such content via the website. The license shall be terminated when such content is deleted from the website.
Changes to this privacy policy: Trusted Pawtners has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage our clients to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
Governing law: All policies, terms, and conditions shall be governed by and construed in accordance with the law of the state of South Carolina and you hereby submit to the exclusive jurisdiction of the State of South Carolina courts.
Client Acceptance of Terms and Policies
By using our website and/or services, you signify your acceptance of our policies, terms, and conditions. Your continued use of our website and/or services following the posting of changes to these policies, terms, and conditions will be deemed your acceptance of those changes.
If you have any questions about our policies, terms, or conditions or the practices of this website or Trusted Pawtners, please contact us.
This document was last updated on February 18, 2025.