All reservations are first come, first served. Please submit your requests as soon as possible. Our holiday schedule books quickly!
For new clients, a consultation is required at least 48 hours before a reservation can be held or before a service can take place. Deposit in full is due at time of reservation. Reservations are not held until payment in full is received by Cloud 9 Companion Care. For established clients, full payment is due at or before the start of each service.
Unpaid service may be cancelled without notice, including prior to or during the service period.
Cancellation Charge Schedule: (% applies to entire service period total):
0 - 48 hours prior to any service, and/or Holidays: Payment in full is charged (no refunds)
2 - 7 days prior to service: 20% of service total is due (equals an 80% refund)
8 days or more prior to service: No charge, refund in full
If a refund is approved, it will be issued in the form of a certified check. The certified check will be sent ONLY by Certified Mail which provides proof of delivery. There are NO EXCEPTIONS to this policy.
For families utilizing our pet-sitting services, we require notification as soon as you arrive safely home. Without notice of your arrival, Cloud 9 Companion Care will continue care for your pets and additional visit fees will apply accordingly.
Clients are welcome to notify us of their return through calls, texts, or e-mail.
Office & Service Hours:
Cloud 9 Companion Care conducts visits 7 days a week. Regular service hours occur between 6:00am - 9:00pm. Emergency service is available after normal hours upon individual consideration and approval.
Services may be scheduled Monday - Friday 9:00am-6:00pm. Voicemails, texts and e-mails will be responded to daily.
Cloud 9 Companion Care cannot guarantee specific visit times.
Frequency of Visits
In the interest of best practice, all pets will be visited daily to ensure their health and safety while family members are away. Under no circumstances will Cloud 9 Companion Care agree to see cats or any other pets on an every-other-day (or less) basis. There are no exceptions to this policy.
For cats and small animals, we require *at least one visit* per day.
For dogs, we require *at least two visits* every 12 hours per day but we recommend three (such as a mid-day relief visit) for his or her comfort.
Job Sharing & Third Parties
Cloud 9 Companion Care politely declines to provide pet sitting visit services if family or guests are residing in the home while clients are away. In addition, to ensure quality of care and adhere to insurance requirements, Cloud 9 Companion Care declines to share pet care responsibility with family, neighbors, friends and any other individuals. If it is determined that another party or individual is providing pet care during a period when services are contracted with Cloud 9 Companion Care, we must discontinue the performance of our services. No credit or refund will be given for unfulfilled services.
Please notify Cloud 9 Companion Care if any other person has permission to access your home while you are away. This includes relatives, neighbors, contractors, cleaning services, etc. If any unexpected visitors are present in the home when we arrive, we will contact police for the safety of ourselves, your pets, and your home.
At a minimum, proof of current Rabies vaccination is REQUIRED for all cats, dogs, and ferrets. NO EXCEPTIONS FOR PETS OVER 16 WEEKS OF AGE
Puppies and Kittens MUST be up-to-date on vaccinations according to their ages. The generally recommended schedule involves vaccine administration at 8wks, 11wks, 14wks, and 16wks of age. If clarification is needed, please contact us with any questions!
For your dog’s protection, we strongly recommend that he or she is also up to date on Distemper/Hepatitis/Parvo (DHP) and Bordetella vaccinations. These vaccines provide additional protection, especially for dogs venturing outside the bounds of their homes. Without these vaccines, they are highly susceptible to COMMON diseases that put their health at great risk. For *maximum* protection, dogs should also be vaccinated for Leptospirosis and Canine Influenza.
For your cat’s protection, we strongly recommend that he or she is also up to date on FVRCPC, FeLV, and Calici vaccines. If your cat has outdoor access, owners should also speak with their veterinarians about the FIV vaccine to provide maximum protection.