How Do I Get Started?
Give us a call, send us an e-mail, or fill out our web form here to contact us and schedule your free in-home consultation!
Within your message, be sure to include the services you're interested in as well as brief information about your pets, where you are located, and your availability. We will respond to you promptly to schedule the consultation and send you a New Client Packet to be filled out before our meeting!
What To Expect
The in-home consultation is an extended "meet and greet" that allows families and their companions to get to know their pet care professional before services are agreed upon and started. This meeting typically lasts between 30 - 60 minutes, depending on the number of pets you have and the detail regarding their care. We will use this time to introduce ourselves, meet your companions, acquire more information about your service needs, answer questions, complete initial paperwork, and test keys. We will also review any medications, go over feeding instructions, discuss routines, and get the "lay of the land".
If both parties agree to go forward, a service request must be completed and signed before services can be performed by Cloud 9 Companion Care. This service request is included within the New Client Packet and it can be reviewed and completed at the consultation.
Keys: Please have (2) sets of tested keys to provide to your Cloud 9 sitter. One set is kept with the sitter for the service period and the other set is kept within a secure, locked location. All keys are and cannot be traced to your personal information or home! *A $10 service fee will apply if a separate visit is necessary for us to pick up or drop off keys.*
Payment: At this time, Cloud 9 Companion Care accepts payment through cash, check, and credit card. At the consultation, please have payment ready to cover the deposit for the initial service period. This amount will be determined at the consultation and documented on the service request.
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 for Vacation Visits and Overnight Visits: (% 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
Please understand that due to the exclusive nature of overnight visits, we decline all other reservation requests that coincide with yours. We also will not overbook vacation visits and will decline further reservation requests when all slots are full. Late or last-minute cancellations of overnight visits and vacation visits do not allow us to fill the time slots that we had reserved for you.
Midday Visits and Dog Walks: If you cancel 24 hours before your reservation, there will be no charge for the visit. If you cancel less than 24 hours, you will be charged for the visit as we will not be able to re-book your time slot.
There will be no credits or refunds for late departures or early arrivals
2 sets of tested keys should be provided at the time of the home consultation. If an additional visit is necessary to pick up or drop off keys, a $10 fee will be assessed for each trip.
If a refund is approved, it will be issued in the form of a cashier's check. The 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 for his or her comfort.
Job Sharing and 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 members, neighbors, friends or 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 service immediately. 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 6-8wks, 10-12wks, 14-16wks, and 16+ wks 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.
Cloud 9 Companion Care will not share your personal information with any other third party for marketing or promotional reasons. We collect your name, address, phone numbers, email addresses, payment information, and home/pet information for the sole purpose of providing quality pet care and home care services for you. This information is maintained in a secure online software system. Use of this site implies consent with this policy and terms of service.