Updated: September 19, 2017
Here at FURNANIGANS, our focus is on CARE; high-quality, personalized and stable relationships with each of our clients. You are our priority! And, while you may have a pet care need that we do not offer services for, we are happy to help however we can, even if it’s simply by giving you a referral.
Things we will request upon initial in-home visit when pet care services are scheduled and care agreements have been signed:
We will request (2) copies of your house key. Once a FURNANIGANS client, we will hold onto your keys until you have given us further notice. Once our office is given notice, unless other arrangements have been made, keys will be returned within 7 days by certified mail. However, it is recommended that your key remains in your FURNANIGANS service file for your convenience and for use during future services. There is a key pick-up charge of $10 if we need to arrange pick up of keys for future pet sitting requests. We require a key for all pet sitting assignments, even if you have provided a garage or door access code, to protect your pet in the event of a power outage or garage door malfunction.
If you prefer to use a lockbox for key storage we will need detailed instructions on where to find the lockbox, the lockbox code, and any additional information we may need in order to access your home and provide services for your pet(s) without unnecessary delays.
EMERGENCY CONTACT INFORMATION
Should a situation arise where it is important we reach you, but cannot, we need to be able to reach someone who will know how to reach you or is able to make decisions regarding your home and pet(s) on your behalf.
VET CONTACT INFORMATION & CURRENT VACCINATION RECORDS
While we do not need a hard copy of this information, we will inquire about this information and we will need a copy on file in your “Client Profile” before scheduled services are rendered.
Every pet is unique. During the initial in-home visit we will want to know more about your pets personalized routine. For dog walks specifically we will need to know what days and the ideal time frame you would like for us to schedule visits. While we will get your visit in as close to the mark as you prefer, we do request a 2-hour cushion to account for traffic, weather, road conditions and other bookings along our route. (Ex. If your ideal time is 12 pm, we will do our best to make our visit at 12 pm, but your pet(s) visit could be anytime between 11am-1pm).
ADDITIONAL SCHEDULED SERVICES NOT AFFILIATED WITH FURNANIGANS
Regarding alarm companies, door persons, gate guards, neighbors, local police, cleaning teams, construction workers, friends, relatives and anyone who may have access to your home while away please be sure and let them know that we are allowed access to your home so any scheduled service goes uninterrupted.
FURNANIGANS, company owner, agents, assigns, successors and heirs are not liable and are completely indemnified 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 FURNANIGANS is caring for your pets.
Please provide the names and information of any and all persons not affiliated with FURNANIGANS that may be entering the home in your absence or may be parking in your driveway while you are away. Any and all unexpected vehicles or people will result in a phone call to you and potentially the police.
PET BEHAVIORS, CLEANLINESS & SAFETY
AGGRESSIVE / ANXIOUS BEHAVIORS
Safety is of utmost importance to us for your pets and our team members. With that being said, WE RESERVE THE RIGHT TO TURN DOWN SERVICES in circumstances where safety may be of concern.
Should an accident occur (ex. pee, poo, vomit, etc.) FURNANIGANS will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies on your “Client Profile”. If there are accidents above and beyond the normal amount anticipated, FURNANIGANS will charge an added $10 fee for cleanup time.
ANIMAL & HUMAN INTERACTION DURING SERVICES
Because animal behaviors can be unpredictable every dog walk is personalized to your pet(s) needs. For everyone’s safety, we will not permit your dog(s) to interact with other dogs or people on our walks. If off leash or stray dogs approach, we will do our best to keep interaction to a minimum and move away from them calmly and quickly.
Because animal behavior can be unpredictable, FURNANIGANS does not accept responsibility or liability for animal behavior, normal or otherwise, which may result in injury to the client’s animals. Further, if a FURNANIGANS Pet Care 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 by either the FURNANIGANS Pet Care provider or by the animals. It is expressly understood and agreed that FURNANIGANS 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 FURNANIGANS.
WEATHER CONDITIONS & SAFETY
Safety is of utmost importance to us for your pets and our team members. On the very rare occasion should we not be able to make it to your home for a booked service because of extreme and severe weather conditions we will notify you as soon as possible. You, of course, will not be charged. If you have pre-paid, your account will be credited.
For all other times during extreme weather conditions, including below freezing temperatures, snow storms, pouring rain, severe thunderstorms, lightning storms, hail, and extreme heat and humidity, once we arrive we keep dogs outside only as long as it is comfortable for them. However, we do whatever we can to make it easier for them to relieve themselves before returning home. And, we will spend the rest of the booked time inside giving them love, care and personalized attention.
While we can often times provide services with the same day request, we cannot guarantee availability with less than a 24-hour notice. All services are on a first come, first served basis.
Requests can be made through:
- Your personal FURNANIGANS account online
- By texting us (720) 688 – 0798
- Or emailing us at Hello@Furnanigans.com
LAST MINUTE REQUESTS
The boss asks that you work late? An emergency comes up? Car problems? Life happens and we completely understand! We will do our absolute best to accommodate any last minute requests, however, we cannot guarantee services with less than a 24-hour notice.
For our clients who request services on a weekly basis, if you are not on a set schedule, we request that you let us know by Sunday each week of any requested bookings for the upcoming week. This helps us to better plan, accommodate and keep all our clients happy!
EVENINGS & WEEKENDS
For evening services we request a 24-hour notice. For weekend services we request a 48-hour notice. Again, we will do our absolute best to accommodate any last minute requests, however, we cannot guarantee services without adequate notice.
With holiday services we greatly appreciate bookings to be made by the week prior (7 days in advance) and are on a first come, first served basis. While we can often times provide services with the same day request, we cannot guarantee availability during holidays. Holidays include but are not limited to:
* Thanksgiving Day and following Friday
* Christmas Eve, Christmas Day
* New Years Eve, New Years Day
* Mother’s Day
* Memorial Day
* Independence Day
* Labor Day
* All other celebrated holidays
24-HOUR CANCELLATION POLICY
We utilize a 24-hour scheduling and cancellation policy to make certain all our clients are taken care of and receive the best service possible. To cancel, please text or email us at least 24-hours prior to the time originally scheduled. We will promptly send a confirmation text/email, during our normal business hours from 8am-8pm, that we have received your cancellation notice. If you do not hear from us, it means your text/email did not go through. Be sure and try again!
PHONE: (720) 688 – 0798
It is not unusual for plans to change at the last minute. We understand that life happens. However, please understand that because FURNANIGNAS operates on a first come, first served basis we may have turned away business in order to accommodate your requested services. Therefore, with the exception of severe weather, life-threatening emergencies, or a death in the family, cancellations with less than a 24-hour notice will still be charged for the service visit originally agreed upon.
PAYMENTS, INVOICING & REFUNDS
PAYMENTS & INVOICING
At the end of each week (Friday) invoices are emailed to clients who have received pet care services for that week. If you have credits on your account, and you received services that week, we apply those credits on that Friday before sending out invoices. We recommend that payments be made after services have been completed, as we do not apply credits in advance and cancellations are always a potential.
Each invoice includes details of dates, services received, costs for each service, credits applied and remaining balance.
PAYMENT TYPES & MAKING PAYMENTS
The majority of our clients prefer to pay online through their private and personalized FURNANIGANS account. However, we do also accept checks as well.
Please make all CHECKS payable to FURNANIGANS and mail to:
450 W 14th Ave
Denver, CO 80204
RETURNED CHECK CHARGES
There is a $30 fee for all returned checks.
While we do not offer refunds for services paid for in advance and canceled, we do offer account credits for any service canceled at least 24 hours prior to booked service date(s). Credited amount will be applied to clients account to use towards future bookings
For any unpaid balances past 30 days, FURNANIGANS reserves the right to discontinue services until the balance is paid in full. Balances that remain delinquent past 60 days will be sent to collections.
* We understand that life happens. If you find yourself on hard times please call us to discuss setting up a plan for payment. We greatly value all our clients and we genuinely care about our client’s pets. We would prefer to continue caring for your pets and to also find a way to keep your account in good standing.
DURING & AFTER YOUR TRIP
We’ll be sure to send you texts during each of our visits and frequent pictures or videos of your pet(s) during trips as we know you’ll be missing them!
Once your flight has landed or you are on your way home from your road trip, please be sure to send us a quick text to let us know. Delays happen, flights get canceled, and we want to make sure your pet is taken care of. If we do not hear from you, we will continue visitations to ensure the safety and well-being of your pet. Additional visits will be added to your bill at the regular rate.
DON’T FORGET TO PLAN BEFORE YOU GO AWAY
- Leave plenty of pet food and prescriptions (if applicable) with written instructions (or instructions in your “Client Profile”) on feeding times, amount to feed, grooming recommendations, and what treats are allowed.
- Be sure to let your Pet Sitter know about your pets favorite hiding places, likes, and dislikes.
- Leave out collar and leash for walking.
- Make sure your pets are current on all vaccinations and that your Pet Care Provider has up-to-date records as well.
- If anyone else will have access to your home, such as family members, cleaning companies, the exterminator, handyman (etc.) please let us know.
- If you are expecting anyone in and out of your home while you are away, please let us know.
- Give your veterinarian, and emergency contact person, your FURNANIGANS contact info in case of an emergency while you’re away.
- Leave a secondary number where you can be reached in case of an emergency.
NOT A FURNANIGANS MEMBER? JOIN THE PACK…
If you are interested in becoming a part of our fur-loving community and would like to book one of our pet care professionals, please call (720) 688-0798 or email us today at Hello@FURNANIGANS.COM and tell us more about you, your pet(s), how we can help and to schedule your complimentary in-home meet-n-greet.
If you are officially a FURNANIGANS client and need to log into and manage your account, or if you haven’t activated your online account just yet, click here: SIGN IN
If you have additional questions, comments or feedback please email us at HELLO @ FURNANIGANS.COM and we’ll get back to you as soon as possible.