Booking Policy
My goal is to make the booking process simple, transparent, and stress-free. These policies help ensure every booking is well-planned so your pets receive the thoughtful, consistent care they’re accustomed to.
Meet & Greet
A Meet & Greet is required before all first-time bookings. This allows us to meet, discuss your pet’s routine and care needs, answer any questions, and ensure that Roll Tails is the right fit for everyone. Repeat clients generally do not require another Meet & Greet unless there have been significant changes to your pets, home, or care routine.
Booking Notice
- New Clients: Please book at least one week in advance whenever possible. This allows time to arrange a Meet & Greet and properly prepare for your booking.
- Repeat Clients: Whenever possible, please provide one week’s notice. However, shorter notice may be accommodated depending on availability.
Booking Confirmation
A booking is considered confirmed once all of the following have been completed:
- Meet & Greet Completed (if required)
- Deposit Received
- Written booking confirmation from Roll Tails
If either party determines the booking is not a suitable fit during the Meet & Greet, any payments made will be refunded in full.
Deposits
- Regular Bookings: A 50% deposit is required to confirm your booking. The remaining balance is due 7 days before your scheduled service begins.
- Holiday Bookings: A 50% non-refundable deposit is required to reserve bookings that include dates between December 24 and January 1. The remaining balance is due 14 days before your scheduled service begins.
If you have any questions about the booking process, I’m always happy to help.
Payment Policy
Roll Tails believes payment should be simple, transparent, and free of surprises. All rates, deposits, and payment timelines are communicated before your booking is confirmed.
Accepted Payment Methods: Roll Tails accepts payment by credit card, debit card, e-transfer, cheque, or cash.
When Payment is Due: A 50% deposit is required to confirm your booking. The remaining balance is due 7 days before your scheduled service begins. If the remaining balance is not received by the due date, Roll Tails reserves the right to cancel the booking. The booking deposit remains non-refundable.
Holiday Booking Deposits: A 50% non-refundable deposit is required to reserve bookings that include dates between December 24 and January 1. The remaining balance is due 14 days before your scheduled service begins.
Personalized Quotes for Extended Stays: Some bookings require a personalized quote to ensure pricing fairly reflects the care required.
A personalized quote may be provided for:
- Extended stays (8+ nights)
- Travel outside the standard service area
- Puppies requiring additional supervision
- Pets recovering from surgery
- Complex medication schedules
- Homes with an exceptionally large number of pets
- Other situations requiring significantly more time or care
Additional Charges: The following may result in additional charges:
- Multi-pet households (3+ pets)
- Holiday bookings
- Bookings requiring a personalized quote
Cancellation Policy
Client Cancellations:
- More than 7 days before service begins — Full deposit refund.
- Within 7 days — If a cancellation occurs within 7 days of the scheduled service, the booking deposit becomes non-refundable. Any remaining balance already paid will be refunded.
- Cancellation requests are evaluated based on the amount of notice provided. The reason for the cancellation does not affect the applicable refund, as the requested dates have been reserved exclusively for your booking.
- Holiday bookings follow the Holiday Booking Policy.
Refunds: Refunds are issued only when a cancellation occurs outside the required notice period.
Early Returns: Bookings that end earlier than originally scheduled are not eligible for a refund.
Extensions to a Booking: Booking extensions are subject to availability and are confirmed once payment has been received.
Our Cancellation Policy: Roll Tails will only cancel a confirmed booking in exceptional circumstances, such as a serious personal or family emergency. If this occurs, I will notify you as soon as possible and make every reasonable effort to help you locate alternative care.
Pet Care Policy
Pet Limit
To provide safe, attentive, and consistent care for every pet, Roll Tails accepts bookings for a maximum of six (6) pets at one time. This also complies with the terms of my insurance coverage.
Aggressive Behaviour
The safety of your pets, your home, and myself is always a top priority. Roll Tails cannot accept bookings involving pets with a known history of aggression toward people or other animals, including biting or behaviour that creates an unsafe environment.
Clients are expected to disclose any history of aggressive or reactive behaviour before a booking is confirmed. This helps ensure every booking is safe and appropriate for everyone involved.
Puppies & Young Pets
Puppies and young dogs are welcome on a case-by-case basis. Because they often require additional supervision, more frequent potty breaks, and extra attention, puppy bookings may require a personalized quote. Roll Tails is not a puppy training service and is designed to maintain your pet’s established routine while you’re away.
Senior Pets
Senior pets are always welcome at Roll Tails. Older pets often thrive on familiar routines, a calm environment, and a little extra patience. My goal is to maintain their daily routine as closely as possible while providing safe, attentive, and compassionate care in the comfort of their own home.
If your senior pet requires medication, mobility assistance, or additional support, we’ll discuss their individual needs during the Meet & Greet to ensure Roll Tails is the right fit for their care.
Medication Administration
Roll Tails is happy to administer medications that are part of your pet’s established daily routine, provided clear instructions are given during the Meet & Greet and your pet is accustomed to receiving them.
Medications that require significant restraint, cause undue stress for the pet, or involve complex administration may not be suitable for my services. These situations will be discussed on a case-by-case basis to ensure Roll Tails is the right fit for your pet’s needs. The safety and well-being of your pet always comes first.
Pets Recovering from Surgery
Pets recovering from surgery are considered on a case-by-case basis. Roll Tails is happy to care for pets that are recovering well and following an established routine at home. During the Meet & Greet, we’ll discuss your pet’s current condition, mobility, medication, activity restrictions, and any special care requirements to ensure Roll Tails is the right fit for their recovery.
Pets requiring intensive medical care, frequent lifting or restraint, or transportation to veterinary appointments may not be suitable for my services. If follow-up veterinary appointments are scheduled during your booking, please ensure transportation arrangements have been made in advance, as Roll Tails does not provide pet transportation.
Additional Care Needs
Pets requiring additional supervision or specialized care, including females in heat, may be accepted on a case-by-case basis. If your pet’s care needs change after the Meet & Greet but before the booking begins, including illness, injury, surgery, mobility changes, or a female entering a heat cycle, please notify Roll Tails as soon as possible. This allows us to discuss any additional care requirements and determine whether the booking remains a good fit.
Flea, Tick & Parasite Prevention
Pets should be free of known flea infestations and contagious parasites at the start of each booking. If your pet develops fleas, ticks, or another contagious parasite before your scheduled booking, please contact Roll Tails as soon as possible so we can discuss the situation and determine whether the booking should proceed.
If a flea infestation or contagious parasite is discovered during a booking that was not disclosed beforehand, Roll Tails reserves the right to discuss appropriate next steps with the client, including treatment recommendations or, in extreme situations, ending the booking if a safe solution cannot be reached.
Pet owners are expected to disclose any known contagious illnesses, parasites, or other health concerns before a booking begins.
Client Disclosure
Clients agree to provide accurate and complete information about their pets, including their health, medications, behaviour, routines, and any other information that may affect their care or safety.
Clients also agree to notify Roll Tails if any significant changes occur after the Meet & Greet and before the booking begins, including changes to health, medications, behaviour, household members, or scheduled visitors.
Feeding & Water Routines
Roll Tails follows your pet’s established feeding and watering routine as closely as possible. Meals, portion sizes, feeding schedules, treats, and any special feeding instructions will be discussed during the Meet & Greet to help maintain consistency and minimize stress while you’re away.
If your pet has special dietary requirements, food allergies, or feeding restrictions, please discuss these before your booking begins. Changes to your pet’s diet during a booking are discouraged unless directed by you or your veterinarian.
Exercise & Playtime
Roll Tails follows your pet’s established exercise and play routines as closely as possible. Every pet has different needs, and my goal is to provide the right balance of activity, companionship, and quiet time while maintaining the routine they know and trust. Exercise and play will always be appropriate for your pet’s age, health, energy level, and any activity restrictions discussed before your booking.
Emergency Veterinary Care
The health and well-being of your pet is always my highest priority. If your pet appears to require emergency veterinary care during your booking, I will make every reasonable effort to contact you immediately, followed by your designated emergency contact if necessary. If immediate veterinary attention is required and you cannot be reached, Roll Tails will act in your pet’s best interests using the emergency contact information and veterinary authorizations provided before your booking.
Home Care Policy
Mail & Deliveries
Roll Tails is happy to collect mail and accept deliveries that arrive during your booking, if requested. Collected mail and packages will be brought inside and placed in a location agreed upon during the Meet & Greet to help keep your home secure and looking occupied.
For added peace of mind, a photo may be taken after deliveries are brought inside to confirm they have been safely received. Clients who prefer to use Canada Post’s Hold Mail service are welcome to do so. Roll Tails is unable to accept deliveries requiring signatures, assembly, or special handling unless arranged in advance.
Garbage & Recycling
Roll Tails is happy to assist with routine household garbage and recycling during your booking. Collection schedules and disposal instructions will be discussed during the Meet & Greet to ensure household waste is managed according to your household’s normal routine.
Pet waste and used cat litter will be disposed of in the manner requested by the client to help maintain a clean and comfortable home throughout our stay.
Plant Watering
Roll Tails is happy to water indoor plants and a reasonable number of outdoor potted plants as part of your normal household routine. Plant care instructions will be discussed during the Meet & Greet to ensure your plants receive the care you’ve requested while you’re away. Requests involving extensive gardens, landscaping, or large outdoor watering projects may be considered on a case-by-case basis.
Visitors to the Home
To help maintain a safe, predictable, and low-stress environment for both your pets and myself, clients are asked to disclose any individuals who may visit the property during a booking. This includes family members, friends, neighbours, cleaners, lawn care providers, pool maintenance, contractors, or other service providers.
Routine visits that have been discussed in advance are generally not a concern. However, unexpected visitors or changes during a booking should be communicated as soon as possible. Whenever possible, routine service providers should not require access to the interior of the home during a booking unless discussed in advance.
Security Systems
If your home is equipped with a security system, clients are asked to provide all necessary alarm codes, operating instructions, and monitoring company contact information before the booking begins. During the Meet & Greet, clients should demonstrate how to arm and disarm the system and explain any procedures for false alarms or system notifications. Roll Tails will make every reasonable effort to operate your security system according to your instructions and notify you promptly if any issues arise.
Camera Policy
Roll Tails Pet Sitting respects the security needs of homeowners and understands that many clients use indoor and outdoor security cameras. Clients are required to disclose all cameras or recording devices before services begin. Cameras are not permitted in any area designated for the Pet Sitter’s private use, including bedrooms and bathrooms.
Client Key Management
Every client key is assigned a unique four-digit identification number. Each key tag is labeled only with its identification number and the name of the household’s primary pet. Client names, addresses, and other identifying information are never written on key tags. A secure client record links each identification number to the appropriate client information. Keys are stored securely when not in use and are returned to the client at the conclusion of the booking unless other arrangements have been made.
Holiday Booking Policy
Holiday bookings are subject to premium holiday pricing from December 24 through January 1.
A 50% non-refundable deposit is required at the time of booking to reserve holiday dates. The remaining balance is due 14 days before the service begins.
Holiday bookings are considered confirmed only after the required deposit has been received.
Emergency Policy
Veterinary Emergencies
If a pet appears to require emergency veterinary care during a booking, Roll Tails will make every reasonable effort to contact the client immediately, followed by the designated emergency contact if necessary. If immediate care is required and the client cannot be reached, Roll Tails will act in the pet’s best interests using the emergency information and authorizations provided before the booking.
Client Unreachable
Clients are required to provide at least one local or readily available emergency contact before the booking begins. This person should be familiar with your pets and be authorized to make decisions on your behalf or provide assistance if needed. If Roll Tails is unable to contact the client during an emergency or urgent situation, every reasonable effort will be made to contact the designated emergency contact using the information provided before the booking.
Severe Weather
Roll Tails will make every reasonable effort to maintain your pet’s normal routine while keeping their safety and well-being the highest priority. In the event of ice storms, heavy snowfall, extreme heat, or other significant weather events, outdoor activities may be adjusted as necessary to protect your pets. Clients will be kept informed of any significant changes affecting the booking.
Home Emergencies
If a home emergency occurs during a booking, such as a power outage, burst pipe, storm damage, smoke detector activation, or another unexpected household issue, Roll Tails will make every reasonable effort to contact the client immediately, followed by the designated emergency contact if necessary.
Whenever possible, household emergencies will be managed according to the instructions discussed during the Meet & Greet. If professional assistance is required, Roll Tails will work with the client or emergency contact to help coordinate with the appropriate service provider if necessary.
Clients are encouraged to ensure flashlights or other safe emergency lighting are readily available during the booking. If a smoke detector or carbon monoxide alarm is activated or appears to be malfunctioning during a booking, Roll Tails will make every reasonable effort to notify the client promptly and follow the instructions discussed during the Meet & Greet whenever possible.
Service Area
Roll Tails proudly provides in-home pet sitting services throughout Parry Sound and the surrounding area, including communities such as Nobel, Carling, McDougall, Hurdville, Waubamik, McKellar, Orrville, Humphrey, Foley, and Seguin.
Extended service may be available for locations outside the standard service area, including communities such as Dunchurch, Rosseau, and the Gordon Bay area. Availability, travel distance, and the details of your booking will be considered when preparing a personalized quote.