Monthly plans (VIP)

Monthly plans renew and charge automatically every month until you cancel. You can cancel any time — by text, email, or the same way you signed up — and no further charges will be made after you cancel. Your plan’s priority booking and included visits end with the last month you paid for. What your plan includes, and whether unused visits carry over, is described in your plan.

Packages

Visit packages are prepaid and are used for the pet(s) and household they were bought for. How long a package lasts is described in that package.

Arrival windows

Pets are unpredictable — a sick pet or a big mess at the visit before yours can run long — so we arrive within an hour either side of your scheduled time, a 2-hour window, unless local traffic holds us up. Need a precise time (medication, a contractor, a ride)? Tell us when you book.

Drop-off and pick-up (hosting, daycare, behavior programs)

Please arrive no more than 15 minutes early and pick up no more than 15 minutes late unless we’ve agreed otherwise. Late pick-ups are $25 per pet, due at pick-up.

If you’re running late, text us. If your pet isn’t picked up and you haven’t let us know, we’ll keep caring for them at double our standard rate (our emergency rate) for up to 24 hours while we try to reach you and your emergency contacts. After 24 hours with no pick-up and no word from you, your pet will be treated as abandoned and turned over to the local animal control officer.

Your pet’s profile

Before the first service, and whenever anything changes, please keep your pet’s profile current:

• Vaccines. Dogs must be current on rabies, and puppies on all their shots. Upload a photo of the records. Pets without current records may be turned away.
• Group care (hosting, daycare, Slumber Party and group walks) also needs Bordetella (kennel cough) and distemper/parvo (DHPP), and every dog must be spayed or neutered.
• License. Dogs must be licensed in their town and wear the tag. Keep the license number and town in the profile.
• Fleas and ticks. Keep your pet on a preventive. If we find fleas, we may pause service until they’re under control.
• Health, medication and behavior. Tell us about every animal in the home, allergies, health conditions, medications, and any history of biting, fighting, escaping or anxiety. We plan the care around it — and what we aren’t told, we can’t plan for.
• Emergency contacts. One or two local people we can call if we can’t reach you.

Equipment and handling

For your pet’s safety and everyone else’s, we may use a muzzle, head halter, harness or similar equipment when we judge it necessary.

Keys, codes and your home

For visits and walks we need two keys — one for use and one kept securely at our office as a backup. If you give us one, we’ll have a copy made. Or add door, lockbox and alarm codes to your profile instead.

Please make sure your home is safe to work in: working heat and lights in winter, a clear path in snow and ice, and no hazards we haven’t been told about. We aren’t responsible for problems with the home itself (plumbing, power, appliances, break-ins) unless we caused them — but we’ll tell you right away and help where we can.

Cameras. If you have cameras in your home, please tell us where. We’re happy to be seen working.

Texts and updates

By registering, you agree that we may text you — including from our automated systems — about your bookings, visits, Love Notes and invoices. Message frequency varies with your bookings; message and data rates may apply. Reply STOP to any text to opt out, or HELP for help. (If you opt out, you may miss visit updates.)

Fees

No surprises — here’s every extra charge we have:

Who’s in the home

When we’re working in your home, no one else should be there unless you’ve told us ahead of time and we’ve agreed. If we find someone we weren’t expecting, we’ll call you; if we can’t reach you, we may contact the authorities and skip the visit for our safety.

Illness

Please let us know by text and email about any contagious illness — human or pet — in your home in the 7 days before or after a service.

Pet Taxi

Pets ride secured — crated, or harnessed and belted — for everyone’s safety. Tell us about car sickness or anxiety before the ride. We hand your pet only to the person or business named in the booking.

Weddings

Please confirm with your venue that pets are allowed and share any venue rules with us. Our attendant looks after your pet; your pet stays your responsibility, including for anything your pet damages at the venue.

Behavior and training

Training and behavior work is a partnership. Every animal is different, so we can’t guarantee a particular result — what we promise is a skilled, humane, consistent effort and an honest assessment. Results depend a lot on practice at home.

Wellness, grooming and other care

Pet massage and wellness services are not veterinary care and don’t replace your vet. Where we arrange services with outside professionals (groomers, vets, trainers), those professionals are responsible for their own work.

Property cleanup

Please tell us about anything in the yard we should avoid — underground fences, sprinkler heads, sharp debris, wildlife. We dispose of pet waste; we aren’t responsible for damage from hazards we weren’t told about.

Photos, videos and Love Notes

We take photos and videos during services and share them with you as Love Notes.

By booking, you agree we may share photos and videos of your pet on our website and social media — never your address or anything that identifies your home. Prefer we don’t? Just tell us and we’ll keep yours private.

In an emergency

If your pet needs medical care, we’ll get them help fast and try to reach you right away. If we can’t reach you, you authorize us to make medical decisions and get treatment for your pet. We’ll use your vet when we can, and another vet or emergency hospital when yours isn’t available or the situation can’t wait. You’re responsible for all vet and treatment costs. It helps to set up a payment plan with your vet ahead of time and to talk through an emergency plan with us.

Responsibility and liability

• Pets are animals. You understand that even with careful supervision, pets can get minor cuts, scrapes and other non-serious injuries, especially in play and group care. We aren’t responsible for those.
• You’re responsible for your pet’s actions. Any harm or damage your pet causes to people, other animals or property while in our care is your responsibility.
• What we’re responsible for. We’re responsible for harm caused by our gross negligence or willful misconduct. Otherwise, our responsibility for any claim is limited to what you paid us for the service involved.
• You agree to cover us for claims by others that arise from your pet’s behavior or from information you didn’t give us.

Our right to decline service

We may decline or end service — and close an account — when we believe it’s necessary for the safety of a pet, a person, or our team. If we end a service you’ve paid for, it’s handled as described under “Changes and cancellations” — the reservation isn’t refundable.

The legal bits

• Massachusetts law governs these policies.
• If any part of these policies can’t be enforced, the rest still applies.
• We may update these policies; the date at the top shows the latest version, and the version in place when you booked applies to that booking.
• Our Privacy Policy explains how we handle your information.

Questions?

Text 774-334-1212 (24/7 for emergencies) or email lindsay@lindsaylovespets.com.