Terms & Conditions for Best Friends Pet Services LLC

Last Updated: DECEMBER 14, 2025

Welcome to Best Friends Pet Services LLC. These Terms & Conditions (“Terms”) govern your use of our pet care services. By booking or using our services, you agree to these Terms in full. Please read them carefully.

1. Services Provided

Best Friends Pet Services LLC offers professional pet care services, including but not limited to dog walking, drop-in visits, and in-home overnight care. Specific services, durations (30, 45, or 60 minutes), and detailed rules governing the provision of these services are outlined in your Client Agreement, while the confirmed schedule is provided in your individual booking confirmation.

2. Booking and Payment

  • Booking: All services must be booked in advance through our Time To Pet client portal at https://www.timetopet.com/portal/bfpetservices. Bookings are subject to availability and confirmed only after full payment is received and verified by us.

  • Payment: Full payment is due at the time of booking for all services, including individual visits, walks, and packages.

  • Rates: Current service rates are listed on our website and are subject to change with prior notice.

  • Late or Missed Payments: Failure to pay on time will result in the immediate cancellation of scheduled services.

2.1 SAME-DAY BOOKING SURCHARGE

Services requested with less than 24 hours' notice are subject to a mandatory surcharge to compensate for immediate scheduling adjustments. The surcharge is +$10.00 per booking request for Dog Walks and Drop-In Visits, and +$50.00 per booking request for Overnight Pet Care.

3. TIME MANAGEMENT, LATE CHECKOUT, AND EXCLUSIVE CARE

3.1 Standard Overnight Sitter Absence

Standard Overnight Care is defined as a 24-hour service cycle. This service explicitly includes the sitter’s right to manage business demands and personal time, with a maximum absence of 3 continuous hours during the 24-hour cycle. The client agrees that the sitter maintains professional control over their time during this break.

3.2 Exclusive Care Policy

The Exclusive 24-Hour Constant Care tier is mandatory for any booking requiring uninterrupted presence or zero breaks for the sitter. This tier is billed at $300 per 24 hours. Standard additional pet fees (per the rate schedule published on our website) will be added to this base rate. Clients whose pets require constant supervision due to medical needs, severe separation anxiety, or other conditions must book this tier.

3.3 Extended Stay / Late Checkout Policy

A single night's charge covers the initial 24-hour period of the service. If care is required beyond this initial 24-hour mark, the following fees apply, based on the $120 Standard Overnight Rate:

  • 0 – 2 Hours: FREE Grace Period.

  • 2 – 8 Additional Hours: A fee equal to 50% of the Standard Overnight Rate (+$60).

  • 8+ Additional Hours: A fee equal to 100% of the Standard Overnight Rate (+$120).

4. Cancellations and Refunds

4.1 Dog Walks & Drop-In Visits

  • Standard Cancellation: We require at least 24 hours’ notice for cancellation. If notice is given with 24 hours or more, your account will not be charged.

  • Late Cancellation: Cancellations made with less than 24 hours’ notice will be charged at 100% of the scheduled visit’s rate.

  • No-Show / Lockout: Will be charged at 100% of the scheduled rate.

4.2 Overnight Pet Care

Cancellations for Overnight Pet Care (including holidays) require substantial notice due to the sitter blocking off multiple days exclusively for your service. Refunds are issued based on the following schedule:

  • 8 Days or More Notice: 100% Refund of the service total.

  • 7 Days to 4 Days Notice: 50% Refund of the service total.

  • 3 Days or Less Notice: 0% Refund. No refund will be issued.

4.3 Holiday Surcharges

The specific dates and associated holiday rules (including the surrounding weekend period) for which a surcharge applies are detailed in the Major Holiday Surcharge Policy within the Client Agreement. The applicable surcharge (+$15 per walk/visit, +$50 per night) will be included in the total cancellation fee if the relevant cancellation policy for that service is not met.

5. Client OBLIGATIONS AND MANDATORY DOCUMENTATION

Client agrees to the following requirements, which are mandatory for service confirmation:

  • Vaccination Proof: Proof of current Rabies vaccination for all dogs/cats must be uploaded to the client portal and verified by Best Friends Pet Services LLC before the first service can be confirmed and scheduled.

  • Detailed Care Instructions: Essential routine information and detailed Pet Care Instructions must be completed and finalized in the client portal before the first service can be confirmed and scheduled. Handwritten instructions provided at the time of service are not accepted.

  • Communication: Client agrees that all scheduling and non-emergency communication must be conducted through the Time To Pet client portal. Text or phone calls are reserved ONLY for true emergencies (immediate danger to a pet or property).

  • Mandatory Disclosure of Health Changes: The Client is obligated to immediately update their pet's profile in the Time To Pet portal and notify Best Friends Pet Services LLC of any change in their pet's health, medication, temperament, or behavioral status that occurs between the time of booking and the scheduled service date. Failure to disclose such changes may result in service cancellation without refund.

6. Pet LIMIT and Safety

Best Friends Pet Services LLC adheres to a strict limit of 5 domestic animals per concurrent service. This policy is non-negotiable and based on professional safety standards and insurance liability. Services requested for 6 or more pets must be Custom Quoted and are subject to specialized safety protocols and staffing.

7. PET HEALTH AND SAFETY

We will provide reasonable care for your pet(s), but inherent risks exist. You agree to hold Best Friends Pet Services LLC harmless for incidents except in cases of gross negligence. The Client is solely responsible for disclosing all known health conditions, past injuries, and current medical diagnoses prior to booking service. Veterinary care may be sought at your expense in emergencies.

8. Liability

We are not liable for damages caused by your pet(s) or third-party actions unless due to our gross negligence. We are not responsible for property damage resulting from your pet’s behavior. The Company is not liable for damages or losses resulting from key/lockbox malfunction, failure of electronic access devices, or related access issues provided by the client, unless due to the Company's Gross Negligence or Willful Misconduct.

9. Access to Your Property

You grant us permission to enter your property to perform agreed-upon services. We will take reasonable precautions to secure your home. The Client agrees to fully disclose all security cameras (indoor/outdoor) and monitoring devices on the property prior to the Meet & Greet and throughout the duration of all scheduled services. The Client must immediately notify Best Friends Pet Services LLC of the installation of any new devices.

9.1 SURVEILLANCE AND PRIVACY CLAUSE

The Client agrees to fully disclose the location and nature of all video, audio, or other monitoring devices (including smart doorbells) on the property to Best Friends Pet Services LLC prior to service commencement.

The Client explicitly agrees that no monitoring or recording devices shall be installed or operational in any areas where the Pet Care Provider has a reasonable expectation of privacy, including, but not limited to, bathrooms, bedrooms, or any room designated for provider rest or sleeping during overnight services.

Violation of this privacy clause may result in immediate termination of service without refund.

10. Privacy

We handle your personal information according to our Privacy Policy. This includes details regarding the handling and non-collection of data from client-owned surveillance devices, as further detailed in our Privacy Policy. The specific rules governing provider privacy and device placement are outlined in Section 9.1 SURVEILLANCE AND PRIVACY CLAUSE of this document.

11. Modifications to Terms

We reserve the right to update these Terms. Changes will be posted on our website with a new effective date. Continued use of services after updates constitutes acceptance.

12. Governing Law

These Terms are governed by the laws of the State of California.

13. Contact Us

If you have any questions about these Terms & Conditions, please contact us through our website.

Best Friends Pet Services LLC
3400 Cottage Way, Suite G2
Sacramento, CA 95825