Care Policies

Meet & greet

New families begin with a complimentary meet & greet. This gives us time to learn routines, discuss access and safety, and make sure your pet feels comfortable before care begins.

Booking & availability

Care is not confirmed until your request has been reviewed and accepted. Overnight dates are reserved after approval and, when a deposit is required, receipt of that deposit. Early requests are encouraged, especially for overnights and holidays.

Overnight care is arranged around your pets' needs and usual routines. Alicia may leave periodically for other client visits, errands, or time at home.

Payment & billing

Invoices are generally emailed on Thursdays and are due on Fridays. Walks, drop-ins, cat care, and similar services are grouped into the applicable weekly invoice.

Overnight stays are invoiced after the stay is complete and are included in the next Thursday billing cycle. Standalone services may be invoiced separately.

Overnight reservation deposit

Overnight bookings may require a 25% non-refundable deposit. When required, the deposit is due within 48 hours after your booking request has been approved and is applied toward the total cost of your stay.

When a deposit is required, your requested dates are not considered reserved until it has been received. If the deposit is not received within 48 hours, the requested dates may be released and become available for another family's booking.

Overnight and holiday bookings require at least 7 days' notice for refunds of payments beyond the deposit. The deposit remains non-refundable.

Additional pets

Base prices include the first dog and first cat, where applicable. For walks, drop-ins, adventures, and similar individual services, each additional dog is $10 per booked service and each additional cat is $5 per booked service.

For overnight care, each additional dog is $10 and each additional cat is $5 per 7-day period or portion thereof: 1 through 7 nights is one fee period, 8 through 14 nights is two fee periods, and 15 through 21 nights is three fee periods. The same pattern continues for longer stays. Existing service-specific pet limits still apply.

Christmas care

The only holiday surcharges are for Christmas Eve and Christmas Day, with a flat $10 surcharge per booking. Christmas availability is limited, so early requests are encouraged.

Health & safety

Please keep pet, medication, behavior, vaccination, veterinary, and emergency-contact information current. Medical conditions, allergies, medication instructions, temperament, bite/nip/aggression history, escape risks, triggers and fears, and safe-handling needs must be shared before service.

Alicia may stop, modify, or refuse care if an animal presents a safety risk. Leptospirosis vaccination is strongly recommended for dogs, not required.

Home access

Families are responsible for providing safe, reliable access and accurate alarm, gate, lock, and parking instructions. Access details are handled privately through the client portal.

Emergency Veterinary Care

If an illness, injury, or emergency occurs while a pet is in Alicia's care, she will make reasonable efforts to contact the client or emergency contact. Each pet's Time To Pet profile includes the client's authorization regarding emergency veterinary care and the maximum treatment amount Alicia may authorize if the client cannot be reached.

Clients remain financially responsible for all veterinary expenses. Authorization for The Soft Side of Wild LLC to seek or approve veterinary treatment does not make The Soft Side of Wild LLC responsible for paying veterinary bills.

The Soft Side of Wild carries current pet-sitting/business liability insurance.

Walks & drop-ins

Plans change, and The Soft Side of Wild understands. For routine walks, drop-ins, cat care, and similar recurring services, please give as much notice as you reasonably can when cancelling or changing a visit. If Alicia has already begun traveling to your home when the service is cancelled, the scheduled service may be charged in full. Emergencies and unusual circumstances are handled with reasonable discretion and communication.

Adventure cancellations

Adventures require at least 24 hours' notice when cancelling or rescheduling because travel and activity plans are arranged ahead of time. Please contact Alicia as soon as you know plans have changed.

Overnight cancellations

Overnight and holiday bookings require at least 7 days' notice for refunds of payments beyond the non-refundable deposit. Early returns and cancellations made with fewer than 7 days' notice may not be eligible for a refund. Reasonable exceptions may be considered at the discretion of The Soft Side of Wild LLC.

Provider emergencies & safety

The Soft Side of Wild LLC will make every reasonable effort to complete scheduled services. If illness, an emergency, dangerous weather, unsafe travel conditions, or another unforeseen circumstance prevents a scheduled service, Alicia will notify you as soon as she is able to do so safely. The service will be rescheduled or refunded as appropriate.