Terms & Conditions

Last Updated: June 2, 2026

Welcome to Best Friends Pet Services LLC (“Company”). These Terms & Conditions (“Terms”) govern the professional relationship between the Company and the client (“Client”). By submitting a formal inquiry, booking a Discovery Session, or finalizing a reservation, the Client agrees to these Terms in full.

1. The Stewardship Appointment Framework

• Appointment-Only Practice: Best Friends Pet Services LLC operates strictly by appointment only. Submitting an inquiry, requesting a date(s), or receiving an unpaid invoice does not secure your spot on our calendar.

• The Practice Model Disclosure: Best Friends Pet Services LLC is a structured, boutique administrative practice, not an on-demand digital gig platform or algorithmic dispatch service. Our operations are tailored exclusively for clients who value proactive scheduling, structured communication protocols, and dedicated, enterprise-level stewardship. We do not accommodate casual, unstructured, or short-notice care requests outside of our established framework. This uncompromising structure is strictly maintained to ensure companion safety, guarantee commercial insurance compliance, and proactively mitigate liability risks for all parties during an active care block.

• The Primary Communication Hub: To maintain professional administrative records and schedule integrity, all new reservations or booking modifications must flow exclusively through our official Booking Request Form. Standard daily updates and ongoing operational logistics are handled strictly through our verified communication channel (as explicitly defined within the Client Service Agreement). Communications via personal text messages, personal phone calls, or social media will not be processed or recognized as valid confirmations. Furthermore, all standard financial transactions must be processed exclusively through the official Company Payment Portal; no individual staff member, partner, or provider is authorized to accept independent, off-platform payments (e.g., personal Venmo or Zelle accounts) unless explicitly authorized by the Company in writing for a specific service block.

• The 72-Hour Administrative Review Window: We operate a highly focused schedule and do not provide on-demand or immediate-response labor. Please allow up to seventy-two (72) hours for us to review your request, check our calendar density, and process your paperwork. Upon approval and invoice transmission, the Client is granted a corresponding seventy-two (72) hour securement window to finalize payment before requested dates are released.

• The Structural Turnaround Buffer: To maintain our gold standard of care and ensure peak operational readiness, we enforce a strict seventy-two (72) hour rest buffer between overnight residencies. Back-to-back stays cannot be accommodated.

• The Onboarding Gateway: For all new partnerships, a mandatory initial Discovery Session must be completed in-person a minimum of seven (7) days prior to the requested start date of the first service block.

2. Financial Standards & Reservation Security

• The Confirmation Standard: No reservation is secured or placed on the Company calendar until a formal, itemized Invoice is generated by the provider and paid in full by the Client. Upon invoice transmission, the Client has exactly seventy-two (72) hours to process and clear the balance (or the required 50% deposit for qualifying extended stays). If the invoice remains unpaid at the conclusion of this 72-hour window, the request and invoice are automatically canceled by our system, and the dates are immediately released to our waitlist pool. In the event an invoice requires an administrative adjustment or structural correction, a revised document will be transmitted, which resets the 72-hour securement window from the new timestamp of transmission. The Company reserves the absolute right to cancel pending requests or decline service at any point prior to full invoice securement if communication boundaries are breached.

• Post-Service Invoice Settlement & Late Fees: Any supplemental fees, real-time surcharges, provisioning balances, or post-residency extensions are due immediately upon the conclusion of the scheduled service block time. Unpaid balances remaining after 11:59 PM on the final day of service are subject to immediate late fee assessments and daily compounding penalties at the standard rates established within the Client Service Agreement. The Company reserves the right to place an immediate operational freeze on all future care, consultations, and master profile files for any account holding a past-due balance.

• Promenades & Wellness Visits Cancellations & Weather Pivots: Cancellations or modifications require a minimum of seventy-two (72) hours' notice. Cancellations made inside this 72-hour window, or instances where the residence is inaccessible or the companion is unavailable, are billed at 100% of the scheduled rate. To ensure companion safety and physical visibility, outdoor Promenade services will not be conducted during active heavy rain or extreme weather events. In such instances, the service will automatically pivot to an indoor Wellness Visit block for the scheduled timeframe. Alternatively, the Client may request to reschedule the Promenade for a future date. To do so, the Client must submit a new booking request form through our verified communication channel. Once approved, the prepaid amount from the disrupted weather date will be applied directly to the newly rescheduled date. No refunds or administrative credits will be issued for scheduled, paid, and booked dates if the 72-hour cancellation policy is breached.

• The Distinguished Residency Cancellations: Due to the total exclusivity of overnight estate placements, cancellations are subject to a strict tiered refund schedule:

  • 8+ Days Notice: Full Refund of the household nightly rate.

  • 4 to 7 Days Notice: 50% Refund of the household nightly rate.

  • 72 Hours or Less Notice: 100% Non-refundable.

• Extended Care Logistics: Stays extending past the base 24-hour cycle on the final day of a residency are strictly billed under the following protection blocks:

  • 0–2 Hour Extension: Complimentary Grace Period.

  • 2–8 Hour Extension: Applied at 50% of the Total Nightly Household Rate.

  • 8+ Hour Extension: Applied at 100% of the Total Nightly Household Rate.

• Holiday & Peak Period Stewardship: Premium supplemental rates apply to all designated major holidays and peak periods. To ensure the continuity of our gold standard of care during these high-demand cycles, holiday surcharges are entirely non-refundable if the underlying base service cancellation window is breached.

2026-2027 Major Holidays / Peak Periods:

• Memorial Day: May 22 – May 25, 2026

• Independence Day: July 3 – July 5

• Labor Day: Sept 4 – Sept 7

• Thanksgiving: Nov 25 – Nov 29

• Winter Residencies: Dec 22 – Jan 2

• New Year’s Period: Jan 1 – Jan 3, 2027

• Spring Break: March 26 – April 4, 2027

• Comic-Con Week: July 21 – July 26, 2027

Company reserves the right to designate additional 'Peak Periods' (such as regional school breaks or specialized local events) as premium dates with thirty (30) days’ notice. Service investment tiers are maintained on the Company website. Final rates for any specific engagement will be confirmed via a Formal Invoice. The Company reserves the right to adjust website pricing at any time; however, once an invoice is paid, that rate is locked for that specific reservation.

• Supplies & Inventory: To preserve the unique environmental profiles and material finishes of your estate, the Client is required to provide 100% of necessary companion supplies and surface-safe sanitizing agents for the duration of any service. Furthermore, the Client is responsible for ensuring all residential pet-elimination areas (yards, patios, and litter boxes) are fully cleared of accumulated waste prior to the Provider's arrival. Incidental cleaning of minor, isolated waste is handled routinely; however, excessive, multi-day waste accumulation requires a mandatory sanitation cleanup for provider safety and biosecurity, which will be billed automatically to the final invoice as an Excessive Waste Surcharge at the rates specified in the Client Service Agreement.

3. Core Operational Windows & Service Boundaries

• The Promenade Operational Window: To prioritize maximum physical visibility and situational safety out in the field, The Promenade is strictly conducted during daylight hours between 8:00 AM and 6:00 PM. Evening requests for canine relief cannot be accommodated via a walk and must be served exclusively via the Wellness Visit tier.

• The Wellness Visit Operational Window: Standard Wellness Visits are available within our core operational window of 8:00 AM to 8:00 PM.

• After-Hours Care & Surcharges: Pre-approved Wellness Visits scheduled during our late-evening window (8:00 PM to 10:00 PM) are considered outside core operational hours and are subject to a mandatory after-hours supplemental premium at the standard rates established on the Company website and within the Client Service Agreement. The Company does not operate or accept service blocks past 10:00 PM.

• Short-Notice Booking Surcharge: Any service request inside a seventy-two (72) hour administrative window for established clients, or a seven (7) day window for new clients, is considered an emergency placement. Placement within these compressed timeframes is strictly subject to availability and is never guaranteed. Accepted emergency bookings are subject to a non-negotiable Short-Notice Premium of up to 100% of the standard baseline rate to cover accelerated administrative processing, liability review, and scheduling disruptions.

• The Standard Human Rhythm & Break Compression: While The Distinguished Residency covers a 24-hour cycle of estate oversight, the provider maintains a standard human sleep rhythm on-site to preserve peak operational alertness. The provider’s baseline nightly rate is predicated on an uninhibited 3-hour daily professional break allowance. If a companion exhibits distress, vocalization, destructive behavior, or elimination issues that require the provider to prematurely abort or shorten this break window to mitigate active risk, a Break Compression Surcharge will automatically apply. This real-time surcharge is calculated based on the scale of the disruption at the standard supplemental care rates established within the Client Service Agreement. Persistent daily failures to sustain the standard separation baseline will naturally scale the residency into an enhanced care block—such as the High-Frequency Stewardship tier or Exclusive Constant Care tier—at the customized investment rates specified in the Client’s itemized Invoice and Agreement.

4. Health, Bio-Security, & Medical Limitations

• Vaccination Standard: Verifiable, up-to-date proof of Rabies vaccination from a licensed veterinarian is an absolute, non-negotiable prerequisite for all canine and feline partnerships.

• Veterinary Limitation & Disclaimer: Best Friends Pet Services LLC provides professional operational care, medication administration strictly under owner direction, and vitality tracking. As part of our commitment to stewardship, we maintain internal operational logs to monitor behavioral and wellness baselines; however, the provider is not a licensed veterinarian and does not perform medical assessments, diagnostics, or clinical evaluations. The Company is not liable for internal, biological, degenerative, or pre-existing medical conditions (including but not limited to sudden medical events, aging complications, or hidden physical conditions) that manifest during or after a service block.

• Material Non-Disclosure & Medical Status: The Client must fully disclose (i) all chronic ailments, behavioral histories, recent injuries, active medical conditions, bandage applications, or veterinary treatments that occurred within fourteen (14) days prior to the service start date, as well as (ii) any historical or newly manifested bite risks and behavioral aggression traits. A failure to disclose pre-existing physical, behavioral, or medical conditions prior to the provider's arrival constitutes a material breach of contract, resulting in the immediate termination of services, the forfeiture of all pre-paid fees for the booked block, and completely waives Company liability for the management or exacerbation of said conditions.

5. Residential Security, Climate, & Privacy

• Environmental Safety Standard: To ensure the biological safety of all companions and a secure working environment, indoor residential environments are maintained between 68°F and 78°F (75°F or lower for brachycephalic/senior companions). Exceptions for senior companions, specific medical conditions, or exotic/pocket pets requiring specialized thermal baselines must be explicitly detailed and authorized in the companion's Care Plan. The Company reserves the right to adjust climate controls to maintain these agreed-upon safety parameters during a service block. In the event of a total mechanical or utility failure, the Company is authorized to implement emergency relocation protocols for the companions at the Client's sole expense.

• Property Liabilities & Infrastructure Failures: The Company is not liable for property damage, mechanical wear-and-tear, or utility/infrastructure failures (including appliance breakdowns, broken water lines, climate control malfunctions, regional utility grid failures, latent structural defects, or Acts of God) occurring during standard provider break windows or within the regular course of a residency, except in cases of proven gross negligence.

• Surveillance Restrictions: The Client must explicitly disclose the location of all active indoor and outdoor monitoring devices. To protect the provider’s legal right to privacy under California law, recording devices of any kind are strictly prohibited inside private provider quarters, including designated guest bedrooms and bathrooms. The use of undisclosed, hidden, or audio-enabled recording devices in unauthorized areas constitutes a material breach of privacy and contract, resulting in the immediate termination of services without refund. In alignment with our standard of Mutual Discretion, all company/client text threads, private invoices, and media shared by the Company are proprietary records; the public distribution, replication, or online publication of these items without explicit written consent is strictly prohibited.

6. Capacity, Governance, & Right of Refusal

• Capacity Standards: In alignment with professional commercial insurance compliance, the Company strictly enforces a total occupancy cap of five (5) total companions per household.

• The Right of Refusal, Tone Boundary, & Executive Discretion: Best Friends Pet Services LLC maintains an uncompromising standard of mutual professional respect. The founder, owner, and Chief Steward reserves the absolute right to exercise professional discretion regarding scheduling, operational pivots, or timeline grace on a case-by-case basis. However, the extension of administrative flexibility is granted strictly at the Company’s sole discretion and does not constitute a permanent client right or entitlement. If the Company’s flexibility or goodwill is taken for granted, ignored, or exploited after standard administrative reminders are issued, the Client's profile will be reevaluated, and the Company reserves the absolute right to decline service, cancel active reservations, or immediately terminate the partnership.

• Governing Law: These Terms and all private Client Agreements are governed exclusively by the laws of the State of California. Any legal disputes shall be handled within the jurisdiction of San Diego County.

Corporate Disclosures & Legal Address of Record

Best Friends Pet Services LLC is a registered Limited Liability Company in the State of California. For formal administrative notifications, legal service of process, or official corporate correspondence, our Registered Agent address of record is:

3400 Cottage Way, Suite G2, Sacramento, CA 95825

Please Note: The address above is strictly for statutory legal service and corporate registration compliance. All standard client inquiries, scheduling requests, and daily operational communications must be routed through our verified communication channel.