The terms “Client” or “Pet Owner” refer to the individual contracting Fur de Lis Pet Care, LLC (“Fur de Lis Pet Care”) for services involving one or more domestic pets.

Fur de Lis Pet Care provides professional in-home pet care services, including but not limited to pet sitting, drop-in visits, dog walking, feeding, companionship, medication administration (including injections), and post-surgical support.

The terms of this Agreement apply to all pets owned by the Client, including any future pets acquired after acceptance of this Agreement, and to all service locations designated by the Client.

By scheduling services with Fur de Lis Pet Care, the Client agrees to the following policies and terms.

Incorporation of Liability Waiver

This Policies & Service Agreement operates in conjunction with the Liability Waiver, Assumption of Risk & Indemnification Agreement, which governs risk allocation, liability, and legal responsibility. In the event of any conflict, the Liability Waiver controls.

Key and Access Policy

One working key, secure lockbox, or entry code must be provided at the meet-and-greet. Clients in gated communities must provide gate cards, remotes, or access codes.

Fur de Lis Pet Care will not retrieve keys from leasing or sales offices but may coordinate with 24/7 front desk staff when available. Visit timing may be impacted.

If a lock malfunctions or access is unavailable, Fur de Lis Pet Care is authorized to contact a locksmith on the Client’s behalf. The Client is responsible for all related costs.

Rates, Fees, and Payment

All rates are listed on www.furdelispetcare.com and may change.

A 5% administration fee will be applied to each invoice total.

A valid credit card must be on file prior to the start of services. Payment is processed through the secure booking platform.

All service requests must be submitted through our client portal.

Last-minute bookings (less than 48 hours notice) will be subject to a $15 Late Booking Fee.

A 25% non-refundable deposit is required at the time of booking to secure your reservation. Once services are confirmed, the deposit will be charged to the payment method on file and a booking confirmation will be provided.

Overnight & Live-In stays require a 50% non-refundable deposit at the time of booking to secure your reservation. Once services are confirmed, the deposit will be charged to the payment method on file and a booking confirmation will be provided.

For all bookings (except holidays), the remaining balance is due 7 days prior to the start of services and will automatically be charged to the card on file.

For reservations made less than 7 days prior to the service start date, full payment is due at the time of booking.

Holiday bookings require full payment at the time of booking and are non-refundable once confirmed due to the limited availability and high demand surrounding holiday scheduling.

Fur de Lis Pet Care accepts credit and debit card payments exclusively through the client portal. Cash and check payments are not accepted.

Clients are responsible for maintaining a valid payment method on file at all times. Failed or declined payments may result in late fees, cancellation of services, and suspension of future bookings until the balance is resolved.

Refunds and Cancellations

Cancellations made 7 or more days prior to the start of scheduled services will receive an account credit for all payments made toward the booking. Credits are valid for 6 months from the original booking date and may be applied toward future services, subject to availability.

Cancellations made less than 7 days prior to the start of scheduled services do not receive a credit and are fully non-refundable.

Holiday bookings are non-refundable once confirmed due to the limited availability and high demand surrounding holiday scheduling.

Refunds due to severe weather or natural disasters are issued at Fur de Lis Pet Care’s discretion.

Loss of a Pet

If a pet included in a reservation passes away before the first scheduled visit, Fur de Lis Pet Care will refund all payments made toward that reservation, including deposits, to the original payment method. This applies regardless of when the loss occurs and supersedes all non-refundable deposit, cancellation, and holiday booking terms in this Agreement. The Client must notify Fur de Lis Pet Care before the first scheduled visit.

If other pets in the household still require care, the reservation will be adjusted to reflect the remaining pets, and any difference in cost will be refunded to the original payment method.

If a pet passes away after services have begun and no other pets in the household require care, all scheduled visits that have not yet occurred will be refunded to the original payment method. Completed visits are not refundable.

This provision applies only to the passing of a pet and does not apply to cancellations for any other reason.

Early Returns and Late Departures

We understand that plans can change unexpectedly. However, when services are reserved, that time is specifically held for your household and often prevents us from accepting other bookings during the same period.

Because scheduling and availability are carefully managed, cancellation policies are necessary to protect both our clients and our business operations.

Reservations canceled with sufficient notice may qualify for a credit toward future services, depending on the timing and type of reservation. Cancellations made outside the required notice period may be charged partially or in full.

Holiday reservations, overnight services, live-in stays, and other extended reservations may require longer cancellation notice periods due to the limited availability of those services.

Early returns home or shortened reservations are non-refundable.

No Shows: If a scheduled visit cannot be completed because we are unable to access the home, pets are unavailable, or the reservation was not properly canceled, the full service charge will incur.

Scheduling and Reservations

All reservations must be made through the booking platform. Text messages or emails do not constitute confirmed reservations.

Services are provided within 2-hour visit windows except for pets requiring strict medication timing. Visits outside standard windows may incur additional fees.

Friends, Family, and Third-Party Access

If any third party has access to the home during scheduled visits, the Client must notify Fur de Lis Pet Care in advance.

Fur de Lis Pet Care is not responsible for incidents, damages, or missed visits resulting from third-party access or interference.

Client Home Care

Limited home care, such as watering up to five indoor plants placed in a visible area, may be provided as a courtesy.

Fur de Lis Pet Care is not responsible for wilted plants, pre-existing property damage, alarm or security system malfunctions, unsecured fencing or gates, pools, stairs, yard hazards, electrical failures, leaks, or weather-related issues.

Pet Illness, Feeding & Medication

Fur de Lis Pet Care administers food and medications as instructed but does not prescribe treatments or diagnose medical conditions.

The Client acknowledges that some pets may refuse food, water, or medication despite reasonable efforts. Fur de Lis Pet Care is not responsible for health outcomes resulting from refusal, partial compliance, vomiting, or stress-related appetite changes.

Current veterinary information and emergency contacts must be provided. Fur de Lis Pet Care is authorized to seek veterinary care at the Client’s expense if deemed reasonably necessary. Transportation fees may apply.

Special Needs & Aggressive Animals

Services may be provided to pets with stable medical conditions. Fur de Lis Pet Care does not accept pets with aggressive behavior or a known bite history. Pets with uncontrolled or untreated medical conditions will not be accepted.

Dog Walking

All dog walks are conducted on-leash. Dogs are never taken off-leash, to dog parks, or to off-leash areas.

The Client must provide a properly fitted harness and a standard leash (retractable leashes are not acceptable) and the dog must be wearing a secure collar with current identification tags at all visits. Retractable leashes and prong collars will not be used. Fur de Lis Pet Care may decline to walk any dog whose equipment is unsafe, damaged, or not properly fitted.

Dogs are walked only with other dogs from the same household.

Walk routes, pace, and duration within the booked service time are determined by Fur de Lis Pet Care based on safety, weather, traffic, and each dog’s physical condition. Booked service time includes preparation and post-walk care, such as leashing, and refreshing water.

All dogs must be current on rabies vaccination as required by Louisiana law and on flea and tick prevention.

The Client must disclose any leash reactivity, escape tendencies, fear of noises or traffic, or reactions to other animals or people. Fur de Lis Pet Care may modify or discontinue walking services if a dog’s behavior creates a safety risk.

Pet waste will be collected and disposed of in accordance with local ordinances and neighborhood rules.

Fur de Lis Pet Care is not responsible for injuries or illness resulting from encounters with other animals, wildlife, insects, or third parties during walks, as further described in the Liability Waiver.

Emergency Care

The Client authorizes Fur de Lis Pet Care to seek veterinary care if a pet becomes ill, injured, or shows signs of a medical concern. Care may be sought at the nearest appropriate emergency veterinary facility or, when appropriate, the Client’s preferred veterinarian.

Fur de Lis Pet Care will make reasonable efforts to contact the Client. If the Client is unreachable or time does not permit contact, the Client authorizes Fur de Lis Pet Care to approve treatment as recommended by the veterinarian in the best interest of the pet’s health, safety, and survival.

The Client accepts full financial responsibility for all related costs.

Fur de Lis Pet Care does not diagnose, prescribe, or determine appropriate medical treatment.

Client Unavailability, Incapacitation, or Death

If the Client does not return as scheduled and cannot be reached, becomes incapacitated, or passes away while their pets are in the care of Fur de Lis Pet Care, the following terms apply.

Fur de Lis Pet Care will continue providing care at standard service rates, charged to the payment method on file. The Client, or the Client’s estate, is responsible for all charges incurred, including any veterinary or boarding costs.

If the Client cannot be reached within 12 hours after the scheduled end of services, Fur de Lis Pet Care will contact the Client’s emergency contact. The emergency contact is authorized to make decisions regarding the pet’s care and to take custody of the pet if the Client is unable to do so, unless the Client has notified Fur de Lis Pet Care in writing of a different arrangement.

Pets will be released only to the Client, the Client’s emergency contact, or the Client’s legal representative, including a succession representative, upon verification of identity.

If neither the Client nor the emergency contact can be reached within 7 days after the scheduled end of services, Fur de Lis Pet Care may transfer the pet to a licensed boarding facility at the Client’s expense.

Pets will not be taken into the home of any Fur de Lis Pet Care team member.

Weather Policy

Extreme weather conditions may require service modifications. Pet safety is always prioritized.

Privacy

Client information is stored securely and not shared or sold to third parties for marketing purposes. Photos may be taken for visit updates or marketing unless the Client opts out. Photos taken during visits are the property of Fur de Lis Pet Care.

Governing Law

This Agreement is governed by the laws of the State of Louisiana.

Survival

Policies related to fees, scheduling, cancellations, access, and client responsibilities survive completion or termination of services.