Service Agreement
Contact Information: Email: Zue@SilverHoundDogWalking.com
Phone: (862) 205-5824
Mailing Address: 4 South Orange Avenue #145, South Orange, NJ 07079

For the purposes of this document, the terms Client, Owner, Pet Owner, and Customer are synonymous with the person contracting services for one or more domestic animals.

1. Overview. Client identified below, enters into the agreement with Silver Hound Dog Walking, LLC, its agents, affiliates, contractors, representatives, assistants and/or associates, the contents of the agreement apply to the initial period of time during which services will be rendered, hereinafter referred to as “Service Period,” as well as to any subsequent Service Periods in the future. Details of the services to be provided are expressed separately – in writing, orally or both – and may be changed from time to time upon Client's notification and Silver Hound Dog Walking, LLC's subsequent acknowledgment and agreement. Cost of services are based upon Silver Hound Dog Walking, LLC published rates and fees, which are available for Client's review, and they are subject to change without notice.

2. Permission to Access. Silver Hound Dog Walking, LLC has permission to enter the premises as specified as “Street Address” and “City” in the Client Profile in order to provide services for pets during the dates the pet owner requests pet care services. Oral requests are common nature of the pet business. Silver Hound Dog Walking, LLC may allow a “dog walker/pet sitter in training” to accompany pet sitter on visit and will supervise behavior of such all additional dog walkers/pet sitters.

3. Meet & Greet Policy & Service Readiness. The initial Meet & Greet is complimentary, provided that all required team members (primary and backup walkers/sitters) can be introduced during the same visit. This allows us to ensure proper coverage without the need for additional meetings.

If an additional Meet & Greet is required to introduce another team member at a later time, the meeting will be billed at the current rate of a standard cat visit or a 30-minute dog walking visit. This fee also applies if a follow-up visit is needed to review care instructions, test access (including keys or entry systems), or complete any setup that was not finalized during the initial meeting.

In order to begin services, the Client agrees that all necessary preparations must be completed prior to the first visit. This includes:

- Installation of a lockbox in an accessible location
- Placement of two (2) working keys inside the lockbox
- Entry of all access details in the client portal
- Availability of all required pet supplies (food, leash, cleaning materials, etc.)

Keys must be available in the lockbox at the time of the Meet & Greet so they can be tested to ensure proper functionality. Silver Hound Dog Walking, LLC is not responsible for delays or inability to complete services if access or required supplies are not properly set up in advance.

4. Online Registration and Profile. Silver Hound Dog Walking, LLC uses a safe and encrypted online system to store clients information. This is the client's responsibility to ensure that the system is always up to date and the sitters will be using the info provided in the system as the ultimate instruction for the home and pet care.

5. Communication.
It is strictly against Silver Hound Dog Walking's policy for Staff Members to exchange phone numbers or other contact information with Clients, and vice-versa. Phone numbers are personal; Staff Members have specific work hours. If Staff Members receive texts/calls from Clients on their phones outside of work hours, they are advised NOT to respond. Similarly, the Client agrees that Silver Hound Dog Walking is NOT liable for any attempted phone communications with Staff Members.
Clients must direct all communications with Staff Members via the Portal. Both parties can communicate via Pet Journals as well as by using the portal's internal messaging feature.
Any communication in regards to schedule changes, cancellations are to be done through the Portal and Management.

6. Scheduling. Silver Hound Dog Walking, LLC is a “reservation service” and requests are filled on a first-come, first-serve basis. While we will make every effort to meet last-minute needs, we cannot provide “on-call” service consistently. Advance scheduling is strongly recommended to ensure coverage of your dog walking/pet sitting needs. Requests 3 days in advance allow less time and flexibility in coordinating coverage and will incur a $15 surcharge per visit. Contact the Office for all scheduling, cancellations or extensions of care. Whenever possible, we ask that cancellations are in the form of an email. This allows us to double check communication for accuracy and update client billing correctly. In order for all dog walking/pet sitting services to be insured and bonded, scheduling must be made through the Office. All visits and cancellations must be confirmed directly with the Office. In addition, Silver Hound Dog Walking, LLC may cancel daily dog walks for a declared “State of Emergency”, or if roads are too unsafe to travel. Clients will be notified by a broadcast email if service is cancelled. Contingency plans will be made for vacation care.

7. Confirmation of Service Periods. Regardless of whether Client has reserved Service Periods with Silver Hound Dog Walking, LLC, it is incumbent on Client to receive an email saying CONFIRMED from the system in order for the booking to be confirmed. If the client does not receive such email, then there is no booking in the system. Please review your confirmation carefully (dates, number of visits, departure and return times) and advise if any changes are needed.

8. Client Reactivation / Follow-Up Requirement. If no services have been scheduled or completed for a period of six (6) months or longer, a follow-up Meet & Greet will be required before services can resume. This ensures that all care instructions, home access details, and pet behavior information remain accurate and up to date. The follow-up visit will be billed at the current rate of a standard cat visit or a 30-minute dog walking visit.

9. Extension of Service Periods. In the event of a delay in the Client's return, client must contact Silver Hound Dog Walking, LLC at earliest opportunity. Service Periods may be extended by mutual agreement between Silver Hound Dog Walking, LLC and Client preferable by email. In case of international travel, cruise ship travel, or emergency situations, in which an emergency telephone call to Silver Hound Dog Walking, LLC is not possible or practical, Silver Hound Dog Walking, LLC may extend the Service Periods to accommodate the needs of the pets, plants and home for a maximum of seventy-two (72) hours. If no contact is made to Silver Hound Dog Walking, LLC within seventy-two (72) hours, Silver Hound Dog Walking, LLC, reserves the right to surrender key(s) of the home and the care of its animal inhabitants to a pre-specified Emergency Contact, at which point the Service Period closes.

10. Cancellation Policy. Silver Hound Dog Walking, LLC does not overbook. We carefully plan out the schedules and do our best to meet the specific needs of as many clients as possible. We understand that even the best made plans of our clients can change and unforeseen circumstances can arise. Please keep in mind we may have turned away other clients in need of service or altered personal commitments to assist with scheduled visits.

11. Cancellations: Silver Hound Dog Walking, LLC does NOT give refunds for pet care, only credits as detailed below.

Daily Dog Walking: Dog Walks need to be cancelled by Wednesday 8 pm the week prior, otherwise a 50% fee of the booked service applies. Any walks cancelled less than 24 hours in advance are being charged at 100%.

If ongoing scheduled dog walks are permanently cancelled, we appreciate 4 weeks notice, but definitely require 2 weeks notice.

Cancellations for ongoing daily dog walking services totaling 20 or more per month are limited to 3 visits within a 6 month period and 2 weeks/year. The full charge applies to all other cancellations.
Cancellations for ongoing daily dog walking services totaling 40 or more per month are limited to 6 visits within a 6 month period and 2 weeks/year. The full charge applies to all other cancellations.
In addition, once the walker appears at the home for the walk, the full charge applies, even if the walk is no longer needed.

Vacation Care (non-holiday): 14 days notice is required. Otherwise, 50% of the service fee applies.

Holiday Care: 21 days notice is required. Otherwise 50% of the service fee applies.
Vacation Care Early Returns: In the event of an early return from a trip, no refunds or credits are given as we have reserved that time for your pet care.

12. Inclement Weather. Silver Hound Dog Walking, LLC will use best judgement during times of inclement weather. We will try to carry out the visitation schedule to the best of our ability. We have requested the name and phone number of an emergency contact who lives nearby and has access to your home. If we are physically unable to drive to your home due to unsafe weather conditions, we will try to reach your contact to request assistance. If an inclement weather contact is not provided or unavailable, Silver Hound Dog Walking, LLC will provide service, once road conditions allow us to reach your home safely. When possible, please clear all walkways and paths to the primary entrance of your home.

13. Visitation Times. We will make every effort to visit during the requested time frame(s). if an unforeseen situation arises, times may be adjusted.

14. Client Return Notification. Please contact us when you have returned home safely and your pets are back in your care. You can do so, by either emailing us or within your Portal, by clicking the "home" button on your last received pet journal. Alternatively when you are logged in you can also select the "Home Safe" option when logged in the portal in the notifications section on top of the screen. And always, we look forward to hearing your feedback.

15. The Outdoors. Dogs are required to be on leash during walks - there are no exceptions. Leashes, harnesses and collars can be provided. We have some of our own as well. Fenced-in yards are wonderful play areas for pets; however, no fence system is totally secure. Silver Hound Dog Walking, LLC does not accept responsibility or liability for any client's pets that may escape, are injured or become lost, fatal or otherwise, when pets are left out or given access to a fenced-in area. This includes electronic, wood, metal or any other fence types.

16. Loss of Animal(s). Silver Hound Dog Walking, LLC strongly encourages client to maintain legible and accurate identification on pet(s), even if the pet(s) is not normally provided access to the outdoors. Clients should insure that an animal(s), which may be quick to spring from the premise upon the opening of a door or gate, is additionally restrained from the exit. (i.e. Crate, internal door, etc.) If client fails to comply with such reasonable and prudent precautions, then client agrees to indemnify and hold harmless Silver Hound Dog Walking, LLC from the loss of such pet(s).

17. Foods and Supplies. Client agrees to ensure that an adequate amount of food and/or other supplies (medications, extra litter, cleaning supplies, etc.) are available, obtainable, in good condition, and in a location that Silver Hound Dog Walking, LLC can easily locate in the home prior to the commencement of the Service Periods and for the duration of the entire Service Period. Client understands that depletion of such food and/or other supplies would result in Silver Hound Dog Walking, LLC replenishment with the same or a reasonable substitute in any quantity at client's expense, plus applicable errand surcharges.

18. Security Systems. Silver Hound Dog Walking, LLC is not liable for any charges, fines, or other damages resulting from the malfunction or unintended triggering of a security system.

19. Keys/Lockbox/Lockout.
Silver Hound Staff Members will need guaranteed access to Clients' homes in order to work with the pets in company care. The Client agrees to purchase a lockbox and place 2 keys inside the box for Staff Member(s) to use in working with Client's pet(s). Our recommended lockboxes are listed on www.silverhounddogwalking.com/favorites (all the way on the bottom).
Failure to provide two functioning keys may result in delayed or incomplete service, for which Silver Hound Dog Walking, LLC cannot be held responsible.

Client is then required to enter their lockbox code and location information under Petcare > My Info > Lockbox/Door Code.

Client may also elect to provide a code for entry via garage door or electronic keypad. In this case, Client is responsible for entering all necessary codes in their Portal.

Regardless, for all dog/cat sitting services a lockbox is required to be purchased just in case the power might out. Lockboxes guarantee that Silver Hound Dog Walking is able to access your pets at all times during our scheduled services.

In the event that Silver Hound Dog Walking, LLC is required to employ a locksmith to gain entry into a client's premises due to the malfunction of the lock, or failure of Client to provide a functioning key to Silver Hound Dog Walking, LLC, it shall be the responsibility of Client to reimburse Silver Hound Dog Walking, LLC for all costs incurred. The Client expressly gives Silver Hound Dog Walking, LLC the authority to employ a locksmith on Client's behalf in the event of the aforementioned circumstance(s).

20. Medications. Silver Hound Dog Walking, LLC will attempt to administer medication as directed but cannot be held responsible for any complications that may arise as a result. Excessively-shy pets with medical problems can be a serious risk. If you have such an animal, this must be thoroughly discussed with Silver Hound Dog Walking, LLC.

21. Contagious Disease. If a pet exhibits symptoms of kennel cough, the canine flu or any other highly-contagious disease, we urge you to contact your vet immediately and cancel your pet sitting or daily dog walking service. These viruses can be transmitted by humans. We cannot take the risk of infecting other clients' pets. It will be necessary for anyone whose pet is infected with a contagious virus or disease to produce a note from their vet showing a clean bill of health before we can safely resume service.

22. Fleas. Silver Hound Dog Walking, LLC cannot provide service to any animal with fleas, as we cannot run the risk of carrying fleas into another client's home. If we find fleas upon arrival or at any point during scheduled care, the Office will contact you to make alternate arrangements.

23. Pet Behavior. Animal behavior can be unpredictable. If the pet sitter is bitten or exposed to any contagious disease from the client's pet(s), the client accepts full responsibility for the cost of any necessary medical expenses and/or damage to a pet sitter's property or to a third party. Silver Hound Dog Walking, LLC does not accept responsibility or liability for animal behavior which results in self-inflicted injury, injury to other animals, injury to a third party or damage to the client's property.

24. Pet and House Clean-Up: Silver Hound Dog Walking, LLC will properly dispose of pet waste and will do our best to clean up any accidents. We are not responsible for carpet/flooring stains created by your pets. We do request that you provide plastic bags, towels, cleaning products, paper towels and trash bags. Please indicate where you would like the waste to be disposed.

25. Veterinarian Care. If emergency care becomes necessary, Silver Hound Dog Walking, LLC will attempt to contact the client. If the client cannot be reached, Silver Hound Dog Walking, LLC is authorized to act on the client's behalf for the pet's medical care. Silver Hound Dog Walking, LLC reserves the right to utilize the services of any available veterinary clinic. If time and/or location permits, we will attempt to utilize your primary veterinarian. Due to the nature and urgency of some pet(s) health emergency, where time is of the essence, there may not be time to consult with client and/or client specified emergency contact(s) when Silver Hound Dog Walking, LLC considers it's safe and/or appropriate to do so. Silver Hound Dog Walking, LLC assumes no responsibility for the loss of any pets and is released from all liability related to transportation, treatment and expense. The client agrees to be solely responsible for any and all charges incurred during the treatment of their pets, including the pet sitter's time and travel.

26. Urgent Home Care. In the event that Client's home is damaged during the Service Period, and if Silver Hound Dog Walking, LLC will first attempt contact with Clients and/or Emergency Contact(s) to establish a plan of action, and if neither Client, nor Emergency Contact(s), can be reached, Client authorizes Silver Hound Dog Walking, LLC to take appropriate steps to return the property to a safe, secured and/or stable condition at Client's expense. Examples of such urgent home care include but are not limited to window breakage, water damage due to plumbing problems, forced entry, tree limb damage, vehicle damage, etc.

27. Property Damage. Silver Hound Dog Walking, LLC is not responsible for damage to Client's property caused by Client's pet(s) during the Service Period. If any neighbor, friend, family member, contractor, or other Client representative enters Client's home or property during a Service Period, Silver Hound Dog Walking, LLC is not responsible for damages or loss to Client's property.

28. Pet Behavior, Aggression & Liability. Animal behavior can be unpredictable. For the safety of our staff and in accordance with our insurance requirements, Silver Hound Dog Walking, LLC does not accept pets with a known history of biting or aggressive behavior toward humans or other animals.

The Client agrees to fully disclose any past or present aggressive behavior, including biting incidents, prior to the start of services. Failure to disclose such information releases Silver Hound Dog Walking, LLC from any liability for injuries, damages, or claims resulting from undisclosed behavior.

If any of Client’s pets exhibit signs of aggression at any time, Client must notify Silver Hound Dog Walking, LLC immediately. Silver Hound Dog Walking, LLC reserves the right to terminate services immediately if a pet is deemed unsafe.

Client assumes full responsibility for any injuries, damages, or liabilities caused by their pet(s), including but not limited to bites, scratches, or harm to staff, third parties, or other animals.

29. Plant Care. Upon request Silver Hound Dog Walking, LLC will provide reasonable plant maintenance, however client indemnify Silver Hound Dog Walking, LLC from liability in the event the plant becomes damaged.

30. Access to your home by others. We all want our pets to have all the love and attention they deserve, however for our safety, please inform Silver Hound Dog Walking, LLC if other people will be entering your home. Silver Hound Dog Walking, LLC is not liable for the acts of third parties, whether known or unknown. This includes but is not limited to; friends, neighbors, relatives or other service persons who enter your residence for any purpose. Our liability insurance and honesty bond will become null and void when others are present in your home. Inform us of anyone who may have access to your home while you are away. Also notify the person(s) in your home of our visitations so they are not alarmed by our entrance.

31. All Pets Under One Roof. Silver Hound Dog Walking, LLC needs to be advised of all of the pets living in the home. Because we understand that some types of animals require less attention than others (fish, small caged pets, etc.), rates vary accordingly.

32. Discretionary License. If Silver Hound Dog Walking, LLC determines, at its sole discretion, that it is unsafe to enter Client's property and/or approach Client's pet(s), or if damages or injuries occur during the Service Period, Silver Hound Dog Walking, LLC reserves the right to close the Service Period prior to its scheduled closure and/or secure one or more pets in any manner necessary, including, but not limits to, crating, tethering, confining, off-site boarding, off-site kenneling, or off-site sheltering, at Client's expense.

33. Mandatory Arbitration: If a dispute arises between Silver Hound Dog Walking, LLC and the client any action must be attempted to be resolved by either mediation or non-binding arbitration before any legal action is commenced. If either party institutes mediation or arbitration it is agreed that the rules of the American Arbitration Association will govern the proceedings. The parties agree to split mediation and arbitration costs.

34. Attorneys' Fees. If client commences a legal proceeding to enforce or obtain a declaration of rights under this agreement, and Silver Hound Dog Walking, LLC becomes the prevailing party in such proceeding, then Silver Hound Dog Walking, LLC shall be entitled to recover its reasonable attorney's fees and costs incurred in the proceeding from the non prevailing Client, as well as any reasonable attorney's fees and costs that Silver Hound Dog Walking, LLC incurred prior to commencing the proceeding.

35. Payment Terms. Payment details are included in your invoice. Unless otherwise mutually agreed upon, balances are due in full upon receipt of invoices. Payment for Dog Walking/Pet Sitting is due in full, prior to your dog walking/pet sitting appointment. Returned checks are subject to a $25.00 handling charge, and may result in cash payment being required (a) in advance for future services and/or to settle and existing outstanding balance. Please do not leave payment behind for your petsitter to collect.

36. Gratuities. Gratuities are never required, but always appreciated and are passed directly to your pet sitter.

37. Referral Programs.
GENERAL REFERRAL PROGRAM: Whenever you refer a new dog walking client to us please make sure to give them your last name as a referral code. After that new client has mentioned your referral code and booked their second month of services with us, you will receive a $25 credit as a thank you! The new client will receive a $25 credit as well.

38. Severance and Choice of law: If any term or terms of this agreement are deemed invalid or illegal by a court of competent jurisdiction, that term shall not affect the validity of the remaining provisions of this agreement. This Agreement shall be governed by the laws of the State of New Jersey.

39. Pictures. Client agrees to have pictures taken of their pets if Silver Hound Dog Walking, LLC wants to use them for marketing purposes. The pictures will only be of the pets and no breach of security will be at risk.

Our Privacy Policy:
All information will be kept private and confidential. Silver Hound Dog Walking, LLC highly respects our clients entrusting us with the care of their home and their pets.

I have READ, UNDERSTAND, AND AGREE to all Terms and Conditions specified above.