Pet Care Policies
Shared Care
Fresh Start will “share care” or work with other sitters, friends, neighbors, etc. to care for your pet while you are away. However, Fresh Start Services is not liable or responsible 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 while Fresh Start Services is caring for your pet(s).
If there are to be other people in the home while you are away please provide their names and contact information as well as their approximate day and time of visit.
If there are to be other people in the home while you are away please provide their names and contact information as well as their approximate day and time of visit.
Unforeseen Purchases
Fresh Start will purchase food, litter, medications or other necessary items that are essential to the health and well-being of your pet while you are away. We will retain a receipt and the pet owner is responsible for reimbursement of these items upon their return. In addition to item reimbursement there will be an additional $10 trip fee.
Meet & Greets
Meet and Greets are meetings that take place between Fresh Start employees and a new client; or with an existing client as needed if there are changes to a pet’s diet or routine. These meetings are generally 30 minutes in length and are free of charge. In order to reduce stress for the animals and ensure safety for the sitter, Meet and Greets are mandatory with all new clients before the start of any pet care jobs.
Home Safe
Please send Fresh Start a quick text, call, or email to let us know you’re safely home so that we are assured that your pet has continuity of care.
Outdoor or Ignored Pets
No pet will be left outdoors at the departure of the pet sitter without the express written consent of the pet owner and with full understanding that Fresh Start is not liable for any accidents, injuries, lost pets, or fatalities resulting from the pet’s access to the outdoors.
Additionally, no pets in the home will be ignored – they may not need feeding etc. daily but we will visually confirm the pet’s well-being.
Additionally, no pets in the home will be ignored – they may not need feeding etc. daily but we will visually confirm the pet’s well-being.
Visit Arrival and Departure Times
Visit arrival times and visit lengths are discussed between Fresh Start and the client before the job begins. Exact arrival times cannot be guaranteed but we will arrive within a one hour window of the time discussed.
Length of time between visits will be tailored to your and your pets’ needs although we recommend with dogs that the visits not be stretched out longer than 4-6 hours. Cats generally need 1-2 visits per day.
We can skip days between visits (for cats only) if that is the client’s preference with the understanding that Fresh Start is not liable for any injuries, illnesses, escapes or any other issues that happen on an “off” day.
Length of time between visits will be tailored to your and your pets’ needs although we recommend with dogs that the visits not be stretched out longer than 4-6 hours. Cats generally need 1-2 visits per day.
We can skip days between visits (for cats only) if that is the client’s preference with the understanding that Fresh Start is not liable for any injuries, illnesses, escapes or any other issues that happen on an “off” day.
Alerts
If you would like an alert via email or text that Fresh Start has arrived or completed their job with your pet, just let us know and we will be happy to send your message.
Pet Behaviors
Let us know how your dog handles interaction with the world around him/her. Issues such as anxiety or aggression should be brought up and discussed in the initial meet and greet. This ensures the smoothest and most anxiety-free visit for your pet as the pet sitter will be aware of triggers and issues from the outset and work to avoid them.
Medications
Fresh Start Services’ pet sitters will attempt to administer all medications as directed by the pet owner but cannot be held responsible for complications that arise as a result. If an animal reacts aggressively to the administration of a medication (bite, severely scratch or claw the sitter) the sitter reserves the right to not administer the medication and you will be notified immediately.
Leashes
It is the law in Massachusetts that all dogs must be leashed when walking outdoors and off your property. Fresh Start does not walk any pets off leash.
Veterinarian and Medical Information
At the time of the Meet and Greet, the pet sitter will ask for your pets’ veterinary information. This is to ensure rapid response should your pet be injured or become ill. Pets without a designated veterinarian or who become ill or injured after hours will be brought to Cape Cod Veterinary Specialists, located at 79 Theophilis Smith Road; South Dennis. Every effort will be made to contact the pet owner and/or the emergency contact person left by the pet owner immediately. Pet owners are responsible for all medical costs incurred for their pets.
Before going away, alert your pet’s veterinarian that either your pet sitter or your emergency contact has the right to make medical decisions for your pet in the event you cannot be contacted. Most veterinarians will not treat your pet without your express permission, which means if you cannot be contacted and you have not left instructions your pet will go untreated.
Any medical issues with your pet, no matter how minor they seem, should be discussed with the sitter before the start of any jobs.
Before going away, alert your pet’s veterinarian that either your pet sitter or your emergency contact has the right to make medical decisions for your pet in the event you cannot be contacted. Most veterinarians will not treat your pet without your express permission, which means if you cannot be contacted and you have not left instructions your pet will go untreated.
Any medical issues with your pet, no matter how minor they seem, should be discussed with the sitter before the start of any jobs.
Cancellation Policy
Daytime visits and walks: No charge will be assessed for a cancellation that is at least 2 hours prior to the start of the visit. Cancellations with less than two hours notice will be charged half the cost of the visit.
Note: If your cancellation is due to an emergency such as a death in the family, accident, injury, etc., please let us know. We may be able to waive fees in serious situations.
Note: If your cancellation is due to an emergency such as a death in the family, accident, injury, etc., please let us know. We may be able to waive fees in serious situations.
Business Policies
Booking
To book your visits you can call, text, message via messenger or email us. Be specific about your needs, and if you are unsure whether you can commit, say so. “Might need” and “Maybe” will not guarantee you a spot on the calendar and until the commitment is firm those spots will remain open to be booked.
Booking early is the best way to go. Often spots on the calendar are reserved several months in advance, especially holidays. Last minute bookings are subject to availability.
Booking early is the best way to go. Often spots on the calendar are reserved several months in advance, especially holidays. Last minute bookings are subject to availability.
Payment Policy
Payment for infrequent daytime visits is due on the day the job is completed. If you have regular visits scheduled then payment can be made daily or weekly, whichever you prefer, but the payment method must be outlined before the jobs begin.
We accept cash, checks, and PayPal, and Venmo at this time.
Bounced checks will be assessed a $15 fee. Nonpayment for services rendered will result in client’s removal from the calendar until the balance is paid.
Rates are subject to change.
We accept cash, checks, and PayPal, and Venmo at this time.
Bounced checks will be assessed a $15 fee. Nonpayment for services rendered will result in client’s removal from the calendar until the balance is paid.
Rates are subject to change.
Fresh Start Closures
Fresh Start closes approximately 2 weeks every year: The third week in February and a week TBD in October. Social media posts and website pop ups will be posted to remind clients of these closures. Fresh Start is closed on Sundays. In the event we have to close due to any reason, we will post on social media and contact scheduled clients for the day.
Business Hours
Fresh Start business hours are Monday through Saturday, 8am – 6pm and we are closed on Sundays. If your message is received after 7pm, it will be responded to on the next business day. The only exception that will be made to this rule is in the case of emergency (i.e. illness, death in the family, etc.) or if your pet is currently in our care.
Security Policy
Your security is vitally important to Fresh Start. Keys to your home are kept in a secure lockbox. Keys may either be given to Fresh Start long term or just for the duration of the job. If you would like your key returned, please specify a secure location for Fresh Start to leave your key with the understanding that if the key is locked in the house Fresh Start will not be able to continue visits if you are delayed getting home. Fresh Start is not liable for keys that are left outdoors or unsecured, or for doors that are requested by the client to be left open and/or unlocked, or any subsequent criminal activity that results from an unlocked home..
Alarm and door codes are kept separate from keys and unlabeled. No alarm or door codes will be shared with any other person. It is strongly recommended that you program an individual door and/or alarm code for Fresh Start. This can be accomplished by speaking to your alarm company or using the instructions to program door coded locks.
Please let us know if there are cameras in the home. If we find that images of Fresh Start employees have been recorded without our knowledge we reserve the right to immediately cancel services without a refund, and should those images be inappropriate, to contact local authorities.
Alarm and door codes are kept separate from keys and unlabeled. No alarm or door codes will be shared with any other person. It is strongly recommended that you program an individual door and/or alarm code for Fresh Start. This can be accomplished by speaking to your alarm company or using the instructions to program door coded locks.
Please let us know if there are cameras in the home. If we find that images of Fresh Start employees have been recorded without our knowledge we reserve the right to immediately cancel services without a refund, and should those images be inappropriate, to contact local authorities.
Inclement Weather
Inclement weather such as rain, snow, or dangerously cold or hot temperatures will not prevent Fresh Start from visiting with your pet. If your dog is scheduled to be walked and it is raining or snowing heavily, we may simple do a toilet break outdoors and then spend the remainder of the visit playing indoors. No dog will be walked for any extended period of time in dangerously cold or hot weather. Heatstroke, dehydration, hypothermia, and frostbite can happen quickly and your pet’s health and wellbeing are our paramount concern.
Note that temperature tolerance will be different for all animals. You should discuss your pet’s cold and hot weather tolerances with your pet sitter before the job begins, but ultimately the judgement call will be made by the sitter at the time of the visit as to whether the weather is safe. Age, illness, and breed are all taken into account when making the judgement call. At any sign of distress – i.e. shaking/shivering, stumbling, whimpering, excessive panting, raised feet, etc. – the walk will be immediately terminated.
You can determine your pet’s temperature tolerances via a discussion with their veterinarian.
Note that temperature tolerance will be different for all animals. You should discuss your pet’s cold and hot weather tolerances with your pet sitter before the job begins, but ultimately the judgement call will be made by the sitter at the time of the visit as to whether the weather is safe. Age, illness, and breed are all taken into account when making the judgement call. At any sign of distress – i.e. shaking/shivering, stumbling, whimpering, excessive panting, raised feet, etc. – the walk will be immediately terminated.
You can determine your pet’s temperature tolerances via a discussion with their veterinarian.
Severe Weather
In the event that severe weather strikes Fresh Start will make every effort to get to your pet, however weather events such as hurricanes or blizzards may make this impossible. Please provide the name and phone number of a person living nearby and if we are physically unable to reach your home due to dangerous conditions, we will contact this person to request assistance. You will be notified of this change and you will not be charged for visits we are unable to complete due to severe weather.
Injury to Sitter
Fresh Start reserves the right to immediately terminate jobs in which the pet sitter is bitten or otherwise seriously injured by a pet. Further, if a Fresh Start Services provider is harmed or injured by the client’s animals, the client/owner accepts full responsibility for the cost of any necessary medical attention required for the Fresh Start Services care provider. It is expressly understood and agreed that Fresh Start Services shall not be held responsible for any damage to Client’s property, or that of others, caused by Client’s pet(s) during the period in which the pets are in the care of Fresh Start Services.
Bites from animals of any kind that are treated by medical personnel in a doctor’s office or hospital are, by law, reported to the authorities.
Bites from animals of any kind that are treated by medical personnel in a doctor’s office or hospital are, by law, reported to the authorities.
Privacy Policy
All of your information will be kept private and confidential. Fresh Start Services highly respects our clients entrusting us with the care of their home and their pets. We do recommend that you inform a trusted neighbor and/or local police department and alarm company (if applicable) that Fresh Start Services will be caring for your pets and your home.
We do post pictures of pets on social media, however we never identify who the pet belongs to and the location of the pet’s/client’s home. If you prefer not to have your pet posted, let us know.
We do post pictures of pets on social media, however we never identify who the pet belongs to and the location of the pet’s/client’s home. If you prefer not to have your pet posted, let us know.
No Text, No Talk Policy For Driving
Fresh Start has a firm “No text, no talk” while driving policy. If the employee cannot get to the
phone because they are driving, they will pull over as soon as it is safe to do so and return your
call or text.
While we understand that this is not always convenient, we feel that the safety of ourselves, any
passengers we may be transporting (two or four-legged), and other drivers is absolutely
paramount.
Please watch this touching video to understand why we feel so strongly about this policy:
phone because they are driving, they will pull over as soon as it is safe to do so and return your
call or text.
While we understand that this is not always convenient, we feel that the safety of ourselves, any
passengers we may be transporting (two or four-legged), and other drivers is absolutely
paramount.
Please watch this touching video to understand why we feel so strongly about this policy: