ROC NY ROTTIES Client Service Agreement & General Booking Policy That title works for grooming, boarding, daycare, house sitting, drop ins, walking, puppy grooming, yard cleanup, raw food services, and future services you add. I’d also change the policy I gave you earlier and use a more complete version. One important thing before the copy and paste version: for future courtesy/promotional credits that you give a customer for free, I recommend a 90 day expiration period. That encourages them to actually use it without making it ridiculously short. Because you’re in New York, though, you should distinguish complimentary/promotional credits from money a customer actually paid for, such as gift certificates. New York generally requires purchased gift cards/certificates issued on or after December 10, 2022 to remain valid for at least nine years. Promotional certificates issued for no consideration can be treated differently when the promotional nature and expiration are disclosed. Also, do not retroactively put a 90 day expiration on the credit you already gave that client if you issued it without one. New York law specifically says an issuer generally may not alter the terms of a gift certificate or store credit after it has been issued. For that one, I’d honor it, then make the 90 day rule your policy going forward. Here’s the version I’d put on your site: Client Service Agreement & General Booking Policy By booking, purchasing, reserving, or using any service provided by Roc NY Rotties All Things Dogs, the client acknowledges and agrees to the policies below. These policies are intended to provide clear expectations, protect the safety of all pets in our care, and allow us to provide dependable service to every client. Booking & Confirmation Submitting a booking request does not automatically guarantee an appointment or reservation. A booking is considered confirmed once Roc NY Rotties has accepted the request and any required deposit, payment, forms, or additional information has been received. Availability is provided on a first come, first served basis and may be limited during weekends, holidays, school breaks, summer months, and other high demand periods. Payment Payment is due no later than the beginning of the scheduled service unless another arrangement has been approved in advance. Certain services, extended reservations, holiday bookings, special requests, or new client reservations may require a deposit or advance payment. Any additional charges incurred during service must be paid before the pet is released or the service is considered complete. Unpaid balances may result in suspension of future booking privileges until the account has been paid in full. Deposits Deposits may be required to reserve certain appointments or dates. When required, the reservation is not guaranteed until the deposit has been received. Deposit refundability and transferability may vary depending on the service, booking date, notice provided, and circumstances surrounding the cancellation. Cancellations & Rescheduling Clients are asked to provide as much notice as reasonably possible when cancelling or rescheduling. Late cancellations may result in loss of a deposit, cancellation fee, or restrictions on future reservations. Same day cancellations and no shows may be charged up to 100% of the scheduled service price due to time being specifically reserved for that client. Repeated cancellations or no shows may require future services to be prepaid. Roc NY Rotties reserves the right to cancel or reschedule services due to emergencies, severe weather, illness, safety concerns, or circumstances outside of our reasonable control. Late Arrivals Clients arriving late for an appointment may have their service shortened, modified, or rescheduled depending on availability. Being late does not guarantee that the appointment can be extended beyond its originally scheduled time. Early Drop Off & Late Pickup Pets should be dropped off and picked up during the agreed upon time window. Early drop offs must be approved beforehand and may result in an additional care fee. Late pickups may result in extended care, daycare, or additional overnight boarding charges depending on how long the pet remains in our care. Boarding, Daycare & Overnight Services Clients must provide complete instructions regarding feeding, medications, routines, behaviors, emergency contacts, and special needs before leaving their pet. Owners are responsible for supplying enough food and medication for the entire reservation unless other arrangements have been made. If additional food or supplies must be purchased because insufficient quantities were provided, the cost may be added to the client’s final balance. Boarding and daycare pricing may change based on the number of pets, length of stay, level of supervision required, age of the pet, special needs, holiday dates, or additional services requested. House Sitting & Drop In Services Clients are responsible for providing safe and reliable access to the residence. This may include keys, door codes, alarm instructions, parking instructions, and any other information necessary to safely enter and leave the property. Roc NY Rotties is not responsible for service delays or missed access caused by incorrect keys, malfunctioning locks, incorrect codes, inaccessible property, or failure to provide necessary entry information. Clients should disclose security cameras located inside the home in areas where services will occur. Dog Walking & Outdoor Services Walk length and outdoor activity may be modified when necessary due to extreme heat, cold, thunderstorms, ice, poor air quality, unsafe neighborhood conditions, aggressive loose animals, or other safety concerns. The safety of the pet and service provider will always take priority over completing a specific walking distance or duration. Health Requirements Owners must provide accurate information regarding their pet’s health. Any known illness, injury, allergy, medical condition, medication, parasite concern, recent surgery, or other health issue must be disclosed before service begins. Proof of current vaccinations may be requested for services involving interaction with other animals. Pets displaying symptoms of a contagious illness may be denied service or required to be picked up. Fleas, Ticks & Parasites Pets arriving for grooming, daycare, boarding, or other applicable services with fleas, ticks, or other contagious parasites may require treatment, isolation, modification of service, or early pickup. Additional cleaning, treatment, or handling fees may apply. Behavior & Aggression Disclosure Owners must disclose any known history of biting, aggression, resource guarding, escape behavior, destructive behavior, severe anxiety, reactivity, or other behavior that could create a safety concern. Failure to disclose known behavioral issues may result in immediate termination of service. Roc NY Rotties reserves the right to refuse, modify, or discontinue service if a pet cannot be safely handled. Additional handling fees may apply when a pet requires significantly more time, staff, equipment, or precautions than normally expected. Grooming Pricing Published grooming prices represent starting or base prices unless specifically stated otherwise. Final pricing may depend on breed, size, coat type, coat condition, temperament, service requested, time required, and difficulty of the groom. Matting & Coat Condition Severely tangled or matted coats require additional time, tools, product, and labor. Dematting is not automatically included in the base grooming price. Additional dematting charges may apply depending on the condition of the coat and time required. When matting is severe enough that attempting to save the coat would cause unreasonable pain, discomfort, or risk of injury, shaving or shortening the coat may be recommended. The pet’s comfort and safety will take priority over maintaining coat length. Grooming Related Skin Conditions Removal of severe matting may reveal previously hidden skin irritation, sores, bruising, parasites, infections, growths, or other conditions. Roc NY Rotties is not responsible for pre existing conditions that become visible during grooming. Owners will be notified of concerning conditions when reasonably possible. Veterinary Emergencies By leaving a pet in our care, the owner authorizes Roc NY Rotties to seek veterinary assistance when reasonably believed necessary to protect the pet’s health or safety if the owner or emergency contact cannot be reached promptly. Every reasonable effort will be made to contact the owner first when circumstances permit. Unless otherwise required by law or caused by proven negligence on the part of Roc NY Rotties, veterinary expenses remain the responsibility of the pet owner. Pre Existing Conditions Roc NY Rotties cannot guarantee that stress, physical activity, grooming, environmental changes, interaction with other pets, or changes in routine will not aggravate an unknown or pre existing medical condition. Clients are responsible for informing us of any condition that may require special precautions. Personal Belongings Owners may provide collars, leashes, beds, blankets, crates, toys, bowls, clothing, and other belongings. While reasonable care will be taken, Roc NY Rotties cannot guarantee that personal belongings will not become lost, damaged, chewed, soiled, or worn during normal pet care. Valuable or sentimental items should remain at home. Food & Feeding Clients should clearly identify feeding portions, schedules, allergies, and restrictions. Roc NY Rotties is not responsible for gastrointestinal upset resulting from food supplied or requested by the owner unless caused by improper handling by our staff. Medication Medication must be provided with clear instructions. Clients are responsible for ensuring medication is properly labeled and that dosage information is accurate. Roc NY Rotties may decline to administer medication or perform medical procedures that require professional veterinary training. Pet Transportation When transportation is included or purchased, the owner authorizes reasonable transportation necessary to complete the service. Pets may be secured using crates, restraints, seat belt systems, or other appropriate methods based on the pet and vehicle. Property Damage Pet owners remain responsible for damage caused by their pet to property, equipment, another person’s belongings, or another animal when appropriate under applicable law. Abandoned Pets Clients must maintain reasonable communication regarding pickup arrangements. If a pet is not picked up as scheduled and the owner cannot be reached, continued boarding or care charges may accumulate. Pets believed to have been abandoned will be handled in accordance with applicable New York law and appropriate authorities may be contacted. Photos, Videos & Social Media Photos and videos may be taken during services for client updates, business records, marketing, social media, or promotional purposes. Clients who do not want their pet used in public marketing or social media should notify Roc NY Rotties before service begins. Choosing not to permit promotional use will not affect the quality of care provided. Holidays & Peak Dates Holiday and peak demand pricing may apply during designated dates. Holiday reservations may also have different deposit and cancellation requirements. Any applicable holiday pricing will be disclosed during booking. Service Prices Rates are subject to change as business expenses, labor costs, service requirements, and operating costs change. The price applicable to a new booking will be the current price at the time the reservation is confirmed unless a different written agreement has been made. Discounts & Promotional Offers Coupons, promotions, discounts, and special offers are subject to their stated terms. Unless specifically stated otherwise, promotions cannot be combined, exchanged for cash, transferred, or applied retroactively to previously completed services. Promotional offers may have service restrictions and expiration dates. Complimentary & Promotional Credits Complimentary, courtesy, promotional, loyalty, referral, or goodwill credits provided by Roc NY Rotties without payment from the client must be redeemed within 90 days of the date issued unless a different expiration date is provided in writing at the time the credit is issued. The expiration date will be communicated when the credit is issued. Promotional credits have no cash value, are non refundable, may not be exchanged for cash, and may not be transferred to another client unless specifically approved. Credits must be mentioned or applied when booking. Unless specifically authorized, only one promotional credit may be applied to a transaction. Unused promotional balances expire at the end of the stated promotional period. Purchased Gift Certificates & Paid Credits Credits, gift certificates, gift cards, or prepaid balances purchased by a client are separate from complimentary promotional credits and will be honored according to applicable New York State law and the terms provided when purchased. Purchased value will not be subjected to the 90 day promotional credit expiration policy. Previously Issued Credits Credits will be governed by the terms provided to the client when the credit was originally issued. New expiration requirements will apply to credits issued after this policy takes effect and will not automatically change the written terms of previously issued credits. Refunds Completed services are generally non refundable. If a client believes there is a problem with a service, they should contact Roc NY Rotties as soon as reasonably possible so the matter can be reviewed. Providing a complimentary correction, future service credit, discount, or other accommodation does not automatically constitute an admission of fault or liability. Communication Clients are responsible for maintaining a working phone number and reviewing communications regarding their booking. Urgent messages concerning safety, health, schedule changes, pickup, or emergency care may require a timely response. Right to Refuse or Terminate Service Roc NY Rotties reserves the right to refuse, suspend, discontinue, or modify service when reasonably necessary because of safety concerns, aggression, health concerns, unpaid balances, inappropriate client conduct, repeated policy violations, inaccurate information, unsafe property conditions, or inability to properly care for the pet. Changes to Services Reasonable changes may be made to a service when necessary for the health or safety of the pet. Any significant additional charges will be communicated to the owner whenever reasonably possible before they are incurred. Unavoidable Circumstances Roc NY Rotties is not responsible for delays or inability to perform a service caused by events reasonably outside of our control, including severe weather, power outages, transportation emergencies, natural disasters, government restrictions, property access problems, or similar circumstances. Acceptance of Policy By booking an appointment, confirming a reservation, paying a deposit or balance, purchasing a service, or leaving a pet in the care of Roc NY Rotties All Things Dogs, the client acknowledges that they have had the opportunity to review and agree to the policies applicable to their service.