Client Terms, Policies & Consent
Effective Date: November 13, 2025
Welcome to Whiskers & Tails. This page explains our Terms & Conditions, Refund & Cancellation Policy, Booking Policy, Liability Waiver, and At-Home Pet Care Consent. Please review these carefully before booking services. By scheduling with us, you agree to the terms outlined on this page.
Quick Summary (Before You Book)
- A deposit and/or full payment may be due at booking, depending on the service.
- Cancellations within 24 hours are generally non-refundable and may be treated as a full charge.
- We are an at-home pet care service, not a veterinary clinic. We follow your veterinarian’s instructions and may seek veterinary care in an emergency at your expense.
- By booking, you authorize our team to enter your home at the scheduled time to care for your pet(s).
- Boarding, daycare, and overnight sitting have additional terms outlined under “Boarding, Daycare & Sitting Terms.”
- Our full Terms, Refund & Cancellation Policy, Booking Policy, Liability Waiver, and At-Home Pet Care Consent are outlined below.
Table of Contents
1. Terms & Conditions
Effective Date: November 13, 2025
These Terms & Conditions (“Terms”) govern all pet-care services provided by Whiskers & Tails (“we,” “us,” or “our”) to you (“Client”). By booking services, you acknowledge that you have read, understood, and agree to be bound by these Terms.
1.1 Services We Provide
Whiskers & Tails provides professional at-home pet care services in Miami, Florida, including but not limited to: dog walking, cat sitting, drop-in visits, feeding, basic medication administration as agreed, enrichment, and other in-home care. We are not a veterinary hospital or clinic and we do not provide diagnosis, prescribe treatment, or perform any services that must legally be performed by a licensed veterinarian. When medications or special care are provided, they are based on your veterinarian’s instructions and your written directions as the pet owner.
1.2 Boarding, Daycare & Sitting Terms
1.2.1 Service Types & Locations
Whiskers & Tails provides the following care services:
- Boarding: Overnight care provided either in the pet owner’s home or in the home of a Whiskers & Tails–approved pet sitter. Boarding at a sitter’s home is available for dogs only.
- Daycare: Short-term care provided during daytime hours, either in the pet owner’s home or in the pet sitter’s home. Daycare services are available for dogs and cats when provided in the owner’s home.
- Overnight Sitting: In-home overnight care provided at the pet owner’s residence for dogs and cats.
Service type and location will be confirmed prior to booking and reflected in your booking confirmation or service agreement.
1.2.2 Pet Eligibility & Behavior
Pets must be non-aggressive toward humans and other animals, free of contagious illness, and able to safely participate in the care environment. Whiskers & Tails reserves the right to refuse, pause, or discontinue services if a pet displays aggressive, unsafe, or destructive behavior that poses a risk to people, other animals, or property.
1.2.3 Health, Vaccinations & Parasite Disclosure
Clients agree their pet(s) are up to date on required vaccinations appropriate for their species and have disclosed any medical conditions, behavioral concerns, or special care needs prior to service. Pets must be free from fleas, ticks, and contagious diseases at the start of service. If a flea/tick issue is observed during care, Whiskers & Tails may require treatment at the client’s expense or discontinue services when necessary for safety.
1.2.4 Emergency Veterinary Care Authorization
In the event of illness or injury, Whiskers & Tails is authorized to seek veterinary care at the client’s preferred veterinary clinic or the nearest available veterinary facility if the preferred provider is unavailable. Clients are responsible for all veterinary costs, including emergency care, transport, and treatment.
1.2.5 Injury, Illness & Liability
While Whiskers & Tails takes reasonable precautions to ensure pet safety, clients acknowledge that animals may become ill or injured despite appropriate care. Whiskers & Tails shall not be held liable for illness, injury, or death due to natural causes, age-related conditions, pre-existing conditions, or normal pet behavior, nor for escape due to faulty equipment supplied by the owner, or events beyond our reasonable control (including weather-related events).
1.2.6 Property Damage Responsibility
Clients are responsible for damage caused by their pet to the pet sitter’s home, the client’s home, or related personal property during the service period. Whiskers & Tails is not responsible for pet-related property damage during the service period.
1.2.7 Drop-Off & Pick-Up Expectations
Clients agree to provide accurate drop-off and pick-up times and communicate delays promptly. Late pick-ups may result in additional fees. Unscheduled extensions are subject to availability and additional charges.
1.2.8 Food, Supplies & Personal Items
Clients must provide adequate food for the duration of service and any medications, supplements, or special diet instructions. Personal items (beds, toys, crates) may be provided at the client’s discretion. Whiskers & Tails is not responsible for loss or damage to personal items.
1.2.9 Removal from Care
If a pet’s behavior becomes unsafe or unmanageable, Whiskers & Tails reserves the right to require immediate pick-up by the client or the client’s emergency contact. If necessary, the pet may be transferred to a veterinary facility or emergency boarding. Any additional costs incurred will be the responsibility of the client.
1.2.10 Photo & Social Media Consent (Optional)
Unless otherwise requested in writing, clients grant Whiskers & Tails permission to use non-identifying photos or videos of their pets for client updates and, occasionally, for marketing purposes. We will not share content that clearly identifies your home address or personal information. You may opt out at any time by notifying us in writing.
1.3 Client Responsibilities
- Provide accurate and up-to-date information about each pet, including name, species, breed, age, health conditions, allergies, medications, and behavior concerns (e.g., aggression, anxiety, reactivity).
- Confirm that pets are properly licensed and vaccinated in accordance with applicable Florida requirements.
- Ensure the home environment is reasonably safe and secure for both pets and Whiskers & Tails staff.
- Provide clear instructions for home access (keys, codes, building entry, parking) and notify us promptly of any changes.
- Disclose any history of bites, aggression, or incidents involving the pet(s).
1.4 Payment Terms
Payment is due at booking unless otherwise agreed in writing. We may use third-party processors such as Square, Zelle, Venmo, or similar platforms. By submitting payment, you agree to their terms of service as well.
1.5 Service Modifications
Any request to modify services (dates, times, visit length, or type of service) is subject to availability and may be treated as a new booking or reschedule under our Booking Policy and Refund & Cancellation Policy.
1.6 Safety & Right to Refuse Service
We reserve the right to refuse, pause, or terminate services if a pet or environment poses a safety risk to the animal, our staff, or others. This includes but is not limited to severe aggression, unsafe property conditions, or unlawful activity at the service location.
1.7 Limitation of Liability
To the maximum extent permitted by Florida law, Whiskers & Tails shall not be liable for indirect, incidental, or consequential damages arising from services provided. Our responsibility, if any, will be limited to the amount paid for the specific service in question, except in cases of gross negligence or willful misconduct.
1.8 Governing Law & Venue
These Terms are governed by the laws of the State of Florida. Any dispute arising under or relating to these Terms shall be brought in a state court of competent jurisdiction located in Miami-Dade County, Florida.
1.9 Amendments
We may update these Terms from time to time. The “Effective Date” at the top of this page will be revised when changes occur. Continued use of our services after changes are posted constitutes acceptance of the updated Terms.
2. Refund & Cancellation Policy
Effective Date: November 13, 2025
Because we reserve time slots and staff specifically for your pet(s), the following refund and cancellation terms apply to all bookings unless otherwise stated in writing.
2.1 Client Cancellations
- More than 48 hours before the first scheduled visit: eligible for full refund or full credit toward future services.
- Between 48 and 24 hours before the first scheduled visit: eligible for 50% refund or 50% service credit.
- Less than 24 hours before the first scheduled visit, including same-day cancellations or no-shows: no refund or credit; the full scheduled amount is due.
2.2 Cancellations by Whiskers & Tails
In rare cases (such as staff illness, emergencies, extreme weather, or unsafe conditions), we may need to cancel or reschedule services. In those situations, you will be offered a full refund for the affected visit(s) or the option to reschedule at no additional charge.
2.3 Holiday & Long-Term Bookings
Holiday periods and extended bookings may require non-refundable deposits or different cancellation windows. Any special terms will be disclosed at the time of booking.
2.4 Refund Method
Approved refunds are typically processed back to the original form of payment within a reasonable processing time determined by the payment provider.
3. Booking Policy
Effective Date: November 13, 2025
All services must be booked in advance so we can ensure proper staffing and high-quality care for your pet(s).
3.1 How to Book
- Book through our online booking system, approved scheduling link, or directly with Whiskers & Tails via phone/email as directed.
- Provide complete and accurate information during booking, including address, pet details, and service preferences.
3.2 Confirmation
A booking is considered confirmed once you have received written confirmation (email or text) and payment or deposit has been received, where required.
3.3 Changes & Rescheduling
Requests to change the date, time, or type of service are subject to availability and may be treated as a cancellation and rebooking under the Refund & Cancellation Policy. Please submit change requests as early as possible.
3.4 Access to Property
You are responsible for providing safe and reliable access to your home (keys, key lockbox, building codes, or concierge instructions). If our staff cannot access your residence at the scheduled time and cannot reach you, the visit may be treated as a late cancellation or no-show, and the full fee may apply.
3.5 No-Show Policy
If we arrive to provide service and your pet(s) cannot be safely accessed or the appointment cannot be completed for reasons outside our control, the appointment may be treated as a no-show and the full fee will be charged.
4. Liability Waiver (For Review Only)
Effective Date: November 13, 2025
For your review: The official Liability Waiver is delivered electronically through our booking system and may require your digital signature. The summary below is provided so you can understand the key terms before agreeing.
4.1 Acknowledgement of Risk
You understand that pet ownership and pet care involve inherent risks, including but not limited to injury, escape, illness, or property damage. While Whiskers & Tails uses reasonable care and professional judgment, no provider can guarantee the health or behavior of any animal.
4.2 Release of Liability
To the fullest extent permitted by Florida law, you agree to release and hold harmless Whiskers & Tails and its owners, employees, and contractors from any liability for injury, illness, death of your pet(s), or damage to your property, except where such harm is directly caused by our gross negligence or willful misconduct.
4.3 Indemnification
You agree to indemnify and defend Whiskers & Tails against any claims, damages, or expenses (including legal fees) arising from your pet’s actions, your failure to disclose important information, or your violation of these Terms.
4.4 Emergency Veterinary Care
If your pet appears ill or injured while in our care, we will make reasonable efforts to contact you and your emergency contact. If we cannot reach you promptly, you authorize us to seek veterinary care for your pet at a licensed veterinary facility. You are responsible for all veterinary costs incurred. Whiskers & Tails is not an emergency or critical care provider, and we recommend that you keep the contact information for your primary veterinarian and nearest emergency animal hospital readily available.
5. At-Home Pet Care Consent (For Review Only)
Effective Date: November 13, 2025
For your review: The official At-Home Pet Care Consent form is sent automatically during the booking process and may require acknowledgment or e-signature. The information below summarizes what you are consenting to when you book services with Whiskers & Tails.
5.1 Consent to Enter Home
By booking, you consent to Whiskers & Tails staff entering your home at the scheduled dates and times solely for the purpose of providing the requested pet-care services. Our team will follow access instructions provided by you and will take reasonable care to secure your home when entering and leaving.
5.2 Pet Health & Behavior Disclosure
You agree to disclose any health conditions, medications, dietary needs, and behavioral issues that may affect your pet’s care or safety (such as fear of strangers, resource guarding, or aggression). This allows us to tailor care and minimize risk to everyone involved.
5.3 Home Environment
You agree to keep the environment reasonably safe and suitable for your pet(s) and our staff. This includes secure fencing or enclosures (where applicable), safe walking equipment (collars, harnesses, leashes), and removal of known hazards inside the home.
5.4 Communication & Updates
During your scheduled services, we may provide updates (photos, messages, or notes) through text, email, or our booking platform. By booking, you consent to receiving these communications related to your pet’s care.
5.5 Acceptance of Policies
By scheduling services with Whiskers & Tails, you acknowledge that you have reviewed this page and agree to the Terms & Conditions, Refund & Cancellation Policy, Booking Policy, Liability Waiver (as provided in the official document), and At-Home Pet Care Consent applicable to your booking.