Client Manual

New Client Account Registration

Prima Donna Pets : Policies & Procedures
Boarding Policies:

All boarding dogs must be up to date on shots, flea/tick and heartworm medication. Please pack only food and treats (if your dog has allergies). No bowls, scoops, toys or bedding is necessary. A trial "play group" is required prior to booking any new boarding stay. These are held on Tuesday/Wednesday, and must be scheduled with Donna. The cost is $45, and generally last approximately 2-3 hours. We have a 2 night minimum for all boarding stays.
Any illnesses that your dog is being treated for must also be disclosed prior to boarding dates, we do board several dogs at a time and health of all pets is taken seriously.
Be sure all pets nails are cut to an acceptable length - dogs requiring a nail trim during boarding will be done for a fee of $20.
If we are required to take your dog to the vet for a pre-existing condition we do charge a $40 hourly rate in addition to the daily boarding fee. If your vet does not have a credit card on file you will be billed for any charges incurred.

PDPS reserves the right to have any boarding client be boarded at an alternate facility or vet office if there is an issue during boarding. Some instances would include, but are not limited to, client dog is a danger to himself or others, client dog is destructive/not house trained, client dog is overly stressed, client dog is ill.

Major Holiday cancellations are charged in full if cancelled within 2 weeks of service.

Minor Holiday cancellations are charged in full if cancelled within 1 week of service.

Boarding cancelled within 48 hours of pick up will be charged in full for the duration of booked trip.

Please note when requesting boarding services to also cancel any scheduled walks or play groups that are on the same days as boarding.

Billing:

We bill on the 1st of the month for services rendered the prior month. Invoices are due in full within 15 days of the invoice date. There is a $20 late fee for any invoices past 30 days, and will be charged an additional $20 at the first of every month until paid in full.
Service will be discontinued for any account that is overdue, in addition we do utilize a collection agency for any bills that are not paid in full within 60 days.

Cancellations, Reservations, and Scheduling:

All cancellations and service requests must be made thru the online client portal
Same day cancellations received after 8am will be charged at the full cost of the service Monday thru Friday.
Cancellation received after 8pm Friday evening for any weekend (Saturday/Sunday) service will be charged at the full cost of the service.
Same day service fees may be applied to all walks requested the same day of the visit.
Please be advised, all visits are completed within a 2-3 hour window. If you have a specific need that is time sensitive, please be sure to advise prior to the day of service.

Major Holiday cancellations are charged in full if cancelled within 2 weeks of service. Minor Holiday cancellations are charged in full if cancelled within 1 week of service.

ANY Boarding cancelled within 48 hours of start are charged in full.
Boarding Cancellations for Major Holidays are charged in full if cancelled within 2 weeks of service - this includes; February Break, Spring Break, 4th of July weekend, Labor Day weekend, Thanksgiving Break and Christmas Break. Any cancellations received after 2 weeks will be charged in full for the duration of the cancelled booking.

Cat Sitting Policies:

For cat sitting, PDPS requires a minimum of 1 visit per day for cats.
. PDPS reserves the right to deny services if owner wants fewer than the recommended amount of visits for a pet.

Client/Pet information & Disclosures:

Clients must create an account on our website and add themselves, their house information, and each individual pet profile. Please be as thorough as possible, all pertinent information should be added, and discussed at the meet and greet. Clients are also responsible for maintaining updated information such as feeding routines, medical concerns, etc. via the client portal.

If you are travelling on the days of service please be sure to leave current emergency contact name and info in the notes on your profile.

Meet and greets are generally held by a Prima Donna Pet Services owner/manager. If client needs to set up a meet and greet with a Prima Donna Pet Services employee or contractor, or a second meet and greet is requested, a $25 charge will be assessed.

Any pictures taken by PDPS and our walkers may be used for promotional material as well as on any social media website such as Facebook, Instagram, etc. Pictures may also be used on the PDPS company website.


Holidays:

Holiday rates are automatically applied , surcharges vary between $5-20 pr visit depending on the Holiday. Our holiday list may differ with corporate holiday calendar because the dates fall on the weekends. Please see below, and plan accordingly.
Minor Holidays: MLK Day Weekend, Presidents Day Weekend, Mother's Day, Memorial Day Weekend, Father's Day, Fourth of July Weekend, Labor Day Weekend, Veterans Day Weekend
Major Holidays: New Year's Eve, New Year's Day, Easter Weekend, Thanksgiving, Black Friday, Christmas Eve, and Christmas Day
Major Holiday cancellations are charged in full if cancelled within 2 weeks of service. Minor Holiday cancellations are charged in full if cancelled within 72 hours of service.
All boarding reservations require full payment 1 week prior to service.

Inclement Weather:

In the event of inclement weather PDPS will make every attempt to reach your home. Many dogs have difficulty going out in the rain, and severe thunderstorms. In these instances we will take the dog out quickly to relieve himself and go back in & play, comfort the dog, and try to reduce the stressors in the home (i.e. close blinds, turn on t.v. etc)
Snow/Blizzard/State of Emergency Weather Situations - during major snow or weather events all daily dog walks will be cancelled, and no last minute visits will be honored. If you have scheduled pet sitting visits we will do everything possible to prepare in advance to be able to provide care for the pets. In an emergency situation where road conditions may be difficult or roads are closed, we can only promise to do whatever possible to get there within a reasonable time frame. Any walks that MUST remain scheduled will incur a $10 fee per visit.
Please note all walkways, stairs and entry points should be reasonably cleared of snow and ice to ensure the safety of our walkers as well as your pets. PDPS reserves the right to cancel visits as deemed necessary if the conditions on the property are not safe for our team.


Key Policies:

All clients are required to have 2 copies of key for sitter at time of meet and greet. If your building requires key fobs or key cards they may be left in a lockbox on premises or with the concierge. Please note that our visit times will be based on the time we are in the building including the amount of time it takes to get the key from the concierge.
If we need to pick up/drop off keys a $25 fee will be assessed for each visit during business hours. An hourly fee is charged if keys need to be picked up outside of normal business hours.
Lock box codes will not be given to anyone besides PDPS employees. Owners also will not be allowed access to our lock boxes, if you are locked out please call a manager. If we are able to fit in a visit a $25 key lockout fee will be assessed.
If you are discontinuing services, keys will be returned when we receive final payment in full including a key drop off fee of $25.


Medications:

Any medications that needs to be administered must have specific instructions on dosage as well as preferred administration.
Client pets who require insulin must be regularly tested for blood sugar to be sure that the dosing is accurate. We will give the dose that is prescribed, but we do not assume responsibility for crashes or other insulin related issues. Pets requiring insulin should be contained in a specific area with no escape routes. Please also be sure that you leave a supply of high reward treats or food.


Pet Care Policies:

PDPS does not supply leashes, collars or harnesses. Please be sure to have appropriate equipment for your dog. Small dogs and puppies under 6 months should have a harness. We do not use retractable leashes.
PDPS does not permit the use of metal choke collars or prong collars - if you feel these are a necessary item for walking, please discuss with Donna.
Un-spayed/un-neutered dogs are not permitted on group walks, hikes, or playdates.
PDPS may refuse dog walking services to dogs that are not properly trained on leash.
PDPS does not assume responsibility if a client dog escapes an electric/invisible fence or breaks thru/jumps fencing on your property. If we are instructed to let your dog off leash in those areas it is your responsibility to be sure that they are trained adequately and that fencing is properly in place. Clients with fenced in yards must maintain a hazard free environment and ensure all possible escape routes are addressed.
If dogs are crated following our visits they must have their own separate crates, we will not house 2 dogs in the same crate.
Please be sure to have a credit card on file with your veterinarian in the event of an emergency, particularly if your pet is elderly or has known medical issues.

Owner understands that Prima Donna Pet Services, LLC and all affiliated sub-contractors and employees will perform their job as requested, but have no control over other sitters/family/friends that owner may have contracted. Prima Donna may refuse shared pet sitting jobs.
Pet Owner agrees to release Prima Donna Pet Services, LLC from all liability to condition of home and pets, for the duration of any shared pet sitting/dog walking job.



Playgroup:

For dogs that are attending play group; Please make sure to have your dogs up to date vaccination record available prior to play group start date.
Flea/Tick medication is required as they do play indoors and outdoors. We do not recommend seresto collars for play group as our dogs do play around the neck quite a bit and they can be damaged/lost or broken. We will not replace any collars that are damaged as the result of group play.
All play group dogs must be house broken.
At this time we are only taking dogs 20 pounds and over for play group.
We require temperament testing prior to allowing dogs into group, dogs will start with a small trial group and then move into a larger group setting. Though we do not anticipate problems arising in group, some dogs do not mesh well together, if that is the case we will do our best to separate the offending dogs and resolve the situation while they are in our care. If the situation can not be resolved easily or without training etc (ie behavioral/aggressive etc) we will ask the dog to stay out of group.
If any dog is suspected of having fleas/illness they will be removed from group and not allowed back until completely treated and checked. If your dog has any indication of illness please do not send them to group.


HOLD HARMLESS - Previous Injury:
Client has been made aware activities including, walks, play groups, hikes, and boarding may include other dog interaction and play time which may result in re-injury of a previous surgical site or problem area. Client is aware that any injury that their dog may sustain to a previously injured area, whether the injury was or was not disclosed to Prima Donna Pet Services, LLC will not be covered by Prima Donna Pet Services, LLC insurance.

I agree to hold the Prima Donna Pet Services, LLC harmless from any and all claims, loss or damage, liabilities and costs, including attorney's fees, as a result of my dogs participation in this Activity, including travel to and from the Activity or any events incidental to this Activity. If Prima Donna Pet Services, LLC incurs any of these types of expenses as a result of caring for a previous injury/problem area, I agree to reimburse Prima Donna Pet Services, LLC.

I have read this document, and I am signing it freely. I understand the legal consequences of signing this document, including (a) releasing Prima Donna Pet Services, LLC from all liability, (b) waiving my right to sue Prima Donna Pet Services, LLC, (c) and assuming all risks of participating in this Activity, including travel to and from the Activity or any events incidental to this Activity.