Service Agreement

Contact Information

• Email: Care@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

The Client identified below enters into this agreement with Silver Hound Dog Walking, LLC, its agents, affiliates, contractors, representatives, assistants and/or associates. The contents of this 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. The cost of services is based upon Silver Hound Dog Walking, LLC's published rates and fees, which are available for Client's review and are subject to change without notice.

2. Permission to Access

Silver Hound Dog Walking, LLC has permission to enter the premises specified as "Street Address" and "City" in the Client Profile in order to provide services for pets during the dates Client requests pet care services. Silver Hound Dog Walking, LLC may allow a dog walker/pet sitter in training to accompany a staff member on visits and will supervise the behavior of all such 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, 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 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 (the "Portal") to store client information. It is Client's responsibility to keep this information up to date at all times. Our staff will use the information provided in the Portal as the official instructions for home and pet care.

5. Communication

It is strictly against Silver Hound Dog Walking, LLC's policy for staff members to exchange phone numbers or other contact information with Clients, and vice versa. Phone numbers are personal, and staff members have specific work hours. If staff members receive texts or calls from Clients on their phones outside of work hours, they are advised NOT to respond. Client agrees that Silver Hound Dog Walking, LLC is NOT liable for any attempted phone communication with staff members.

Clients must direct all communication with staff members through the Portal. Both parties can communicate via Pet Journals as well as the Portal's internal messaging feature.

All schedule changes and cancellations must be made through the Portal. If a change cannot be made through the Portal, please email Care@SilverHoundDogWalking.com and Management will assist you.

6. Scheduling

Silver Hound Dog Walking, LLC is a "reservation service" and requests are filled on a first-come, first-serve basis. Midday dog walks for the upcoming month are scheduled on the 20th of the month prior, and invoices for those walks are charged at that time. All scheduling requests, cancellations and extensions of care must be made through your Portal account. This allows us to keep an accurate record of your schedule and update your billing correctly. If a change cannot be made through the Portal, please email Care@SilverHoundDogWalking.com. In order for all dog walking/pet sitting services to be insured and bonded, scheduling must be made through the Portal.

7. Last-Minute Requests

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. This applies to all services, including dog walks and cat sits. Any request not received through the Portal by 8:00 AM EST on the Wednesday of the week before the requested service will incur a $15 surcharge per visit.

8. Confirmation of Service Periods

A booking is only confirmed once Client receives an email from the system marked CONFIRMED. If Client does not receive this email, there is no booking in the system. Please review your confirmation carefully (dates, number of visits, departure and return times) and let us know if any changes are needed.

9. 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.

10. Extension of Service Periods

In the event of a delay in Client's return, Client must contact Silver Hound Dog Walking, LLC at the earliest opportunity. Service Periods may be extended by mutual agreement between Silver Hound Dog Walking, LLC and Client. Extension requests must be made through the Portal. If the change cannot be made through the Portal, please email Care@SilverHoundDogWalking.com.

In case of international travel, cruise ship travel, or emergency situations in which contacting Silver Hound Dog Walking, LLC is not possible or practical, Silver Hound Dog Walking, LLC may extend the Service Period to accommodate the needs of the pets, plants and home for a maximum of seventy-two (72) hours. If no contact is made with Silver Hound Dog Walking, LLC within seventy-two (72) hours, Silver Hound Dog Walking, LLC reserves the right to surrender the key(s) to the home and the care of its animal inhabitants to a pre-specified Emergency Contact, at which point the Service Period closes.

11. Cancellation Policy

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

Silver Hound Dog Walking, LLC does NOT give refunds for pet care, only credits as detailed below. All cancellations must be made through the Portal (see Section 5).

Daily Dog Walking

• Dog walks must be cancelled by Wednesday at 8:00 AM EST the week prior. Otherwise, a 50% fee of the booked service applies.
• Walks cancelled less than 24 hours in advance are charged at 100%.
• Once the walker arrives at the home for the walk, the full charge applies, even if the walk is no longer needed.
• If ongoing scheduled dog walks are permanently cancelled, we appreciate 4 weeks notice, but require at least 2 weeks notice.
• For ongoing daily dog walking services totaling 20 or more walks per month, cancellations are limited to 3 visits within a 6-month period and 2 weeks per year. The full charge applies to all other cancellations.
• For ongoing daily dog walking services totaling 40 or more walks per month, cancellations are limited to 6 visits within a 6-month period and 2 weeks per year. The full charge applies to all other cancellations.

Cat Sitting & Vacation Care

• 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.
• 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 & State of Emergency

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.

During other times of inclement weather, Silver Hound Dog Walking, LLC will use its best judgement and carry out the visitation schedule to the best of our ability. We request 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 is 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 let us know when you have returned home safely and your pets are back in your care. To do so, open the last Pet Journal you received in the Portal and click the "Arrived Home" button. This notifies our staff right away. As 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, and 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, be injured or become lost, fatally 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 all pet(s), even if the pet(s) are not normally given access to the outdoors. Client should ensure that any animal(s) that may be quick to run out when a door or gate is opened are additionally restrained from the exit (e.g., crate, internal door, etc.). If Client fails to comply with such reasonable and prudent precautions, 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, in good condition, and in a location in the home that Silver Hound Dog Walking, LLC can easily find, prior to the start of the Service Period and for its entire duration. Client understands that if such food and/or supplies run out, Silver Hound Dog Walking, LLC will replenish them 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 Dog Walking, LLC staff members need guaranteed access to Clients' homes in order to care for the pets in our care. Client agrees to purchase a lockbox and place 2 keys inside the box for staff member(s) to use. Our recommended lockboxes are listed at the bottom of www.silverhounddogwalking.com/favorites.

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 required to enter their lockbox code and location information in the Portal under Petcare > My Info > Lockbox/Door Code.

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

Regardless, a lockbox is required for all dog/cat sitting services in case the power goes out. Lockboxes guarantee that Silver Hound Dog Walking, LLC 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 Client's premises due to a malfunctioning lock, or Client's failure to provide a functioning key, Client shall reimburse Silver Hound Dog Walking, LLC for all costs incurred. 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 Management.

21. Contagious Disease

If a pet exhibits symptoms of kennel cough, 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, and we cannot take the risk of infecting other clients' pets. Anyone whose pet is infected with a contagious virus or disease must provide 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, Management will contact you to make alternate arrangements.

23. 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 ask that you provide plastic bags, towels, cleaning products, paper towels and trash bags. Please indicate where you would like waste to be disposed of.

24. Veterinarian Care

If emergency care becomes necessary, Silver Hound Dog Walking, LLC will attempt to contact Client. If Client cannot be reached, Silver Hound Dog Walking, LLC is authorized to act on Client's behalf for the pet's medical care. Silver Hound Dog Walking, LLC reserves the right to use the services of any available veterinary clinic. If time and/or location permits, we will attempt to use your primary veterinarian. Due to the nature and urgency of some pet health emergencies, where time is of the essence, there may not be time to consult with Client and/or Client's Emergency Contact(s) before Silver Hound Dog Walking, LLC acts as it considers safe and appropriate. 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. 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.

25. Urgent Home Care

In the event that Client's home is damaged during the Service Period, Silver Hound Dog Walking, LLC will first attempt to contact Client and/or Emergency Contact(s) to establish a plan of action. 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.

26. 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 damage or loss to Client's property.

27. Pet Behavior, Bite History & Liability

Animal behavior can be unpredictable. Silver Hound Dog Walking, LLC's insurance does not cover pets with a known history of biting or aggressive behavior toward humans or other animals. For this reason, and for the safety of our staff, Silver Hound Dog Walking, LLC does not accept pets with such a history.

Before services begin, we ask every Client whether their pet(s) have any history of biting or aggression. Client agrees to fully and truthfully disclose any past or present aggressive behavior, including all biting incidents. If Client fails to disclose this information or provides inaccurate information, Silver Hound Dog Walking, LLC is released from all liability for any injuries, damages, or claims resulting from that behavior, and Client accepts full responsibility for them.

If any of Client's pets show signs of aggression at any time, Client must notify Management 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. This includes the cost of any necessary medical expenses if a staff member is bitten by or exposed to a contagious disease from Client's pet(s), as well as any damage to a staff member's property or to a third party. Silver Hound Dog Walking, LLC does not accept responsibility or liability for animal behavior that results in self-inflicted injury, injury to other animals, injury to a third party, or damage to Client's property.

28. Plant Care

Upon request, Silver Hound Dog Walking, LLC will provide reasonable plant maintenance. However, Client indemnifies Silver Hound Dog Walking, LLC from liability in the event a plant becomes damaged.

29. Access to Your Home by Others

We all want our pets to have all the love and attention they deserve. For our safety, however, 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 become null and void when others are present in your home. Please inform us of anyone who may have access to your home while you are away, and notify those person(s) of our visits so they are not alarmed by our entrance.

30. All Pets Under One Roof

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

31. 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 before its scheduled end and/or secure one or more pets in any manner necessary, including, but not limited to, crating, tethering, confining, off-site boarding, off-site kenneling, or off-site sheltering, at Client's expense.

32. Dispute Resolution

If a dispute arises between Silver Hound Dog Walking, LLC and Client, both parties agree to first attempt to resolve it through mediation or non-binding arbitration before any legal action is commenced. If either party initiates mediation or arbitration, the rules of the American Arbitration Association will govern the proceedings. The parties agree to split mediation and arbitration costs.

33. 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, Silver Hound Dog Walking, LLC shall be entitled to recover from Client its reasonable attorneys' fees and costs incurred in the proceeding, as well as any reasonable attorneys' fees and costs incurred prior to commencing the proceeding.

34. 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 in advance for future services and/or to settle an existing outstanding balance. Please do not leave payment behind for your pet sitter to collect.

35. Gratuities

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

36. Referral Program

Whenever you refer a new dog walking client to us, please give them your last name as a referral code. Once the 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.

37. 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.

38. Pictures

Client agrees to allow pictures to be taken of their pets for Silver Hound Dog Walking, LLC's 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 for entrusting us with the care of their homes and their pets.

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