Policies

Before a service can be rendered, an orientation is required. This should be 30 –45 minutes. This is what to expect:

  • We review pet information sheets
  • Please provide us with vet, emergency, behavior, and other relevant information. Please be honest.
  • Read and go over service contract.
  • Review invoice for payment
  • Explain house care needs and provide a copy of your house key
  • Introduce me to your pets
  • Show and tell me what their care entails

If you need to request a phone or in-person interview prior to the orientation, please contact us.

PHONE/OFFICE HOURS

Monday – Sunday 8am-8pm. If you have an emergency please call Anne at (512)484-5840. Emergency calls will be returned immediately, all other calls will be returned within 24 hours and emails will be returned as soon as possible. Please allow some flexibility during the holidays.

RESERVATIONS

Please allow 2 weeks notice for new clients and 1 week for existing clients. New client emergency orientations can be scheduled for $15.

CANCELLATIONS

Require 48 hours notice for a credit. Sorry, no refunds can be made. Thank you for understanding.

Holiday cancellations require 7 days advance notice.  Holiday cancellations with less than 7 days notice are subject to a fee of 50% of the invoice.

KEYS

2 keys are needed to ensure prompt service. A key can be left on file for “ready service,” or we can pick up or drop it off for a small fee. Please test a newly copied key BEFORE handing it to us. All keys are kept in a safe place and do not have identifiers on them.

PAYMENT

Cash and checks are accepted. Checks should be made payable to Ace Pet Care. Payment is due when services are rendered.

For any balance, please mail it in a timely manner of 7 days.

Returned Check Fee: $35.00

PET VISITS

All dogs with outside access must have ID tags with a collar. There is a minimum of 2 required visits per day for dogs without outside/yard access.

Cats must be visited daily or every other day; sorry no exceptions can be made due to their safety being at risk.

JOB SHARING

is NOT possible for liability reasons.

HOLIDAYS

There will be a $5.00 per visit surcharge for services booked on these federally recognized holidays:

  • New Years
  • Labor Day
  • Easter
  • 4th of July
  • Memorial Day
  • Thanksgiving Day
  • Christmas Eve & Day