Sylvie The Pet Nanny

825-712-5227

Policies & Important Information

I believe clear expectations help everyone feel comfortable and cared for — pets and people alike. The policies below are here to support safety, transparency, and a great experience for everyone involved. They help keep bookings organized, protect reserved care time, and ensure I can provide the level of care your pets deserve.

If you ever have questions about how these apply to your booking, I’m always happy to talk it through.

Booking & Availability

All services are provided by appointment and must be booked in advance.

A booking is considered confirmed once you’ve accepted the quote for the agreed service, dates, times and applicable rates.

Because overnight and house-sitting dates are reserved specifically for your pets, those dates may not be offered to another client once your booking is confirmed.

Confirmed bookings are charged at the rate agreed upon at the time of booking. Rates may change for future bookings.

Billing & Payment

All invoices, including consolidated invoices, are issued on the last day of service and are due the following day.

Payment Methods

Late Payments

Invoices that remain unpaid 7 days after the due date may be subject to a $10 late payment fee.

The late fee is intended to cover the additional administrative time involved in following up on overdue accounts. It is not intended as a penalty.

If there is an issue preventing you from paying an invoice on time, please reach out to me. Communication goes a long way!

Cancellation & Date Changes

I understand that plans can change. My cancellation policy balances flexibility for clients with the reality that reserved pet-care dates can be difficult to fill once they’ve been held for a particular household.

Overnight Boarding & House Sitting

7 or more days before the start of care
No cancellation fee.

3–6 days before the start of care
A cancellation fee of 50% of the cancelled portion of the booking may apply.

Less than 72 hours before the start of care
A cancellation fee of 100% of the cancelled portion of the booking may apply.

After care has begun
Unused portions of a booking are generally non-refundable.

Early Returns

If you return home earlier than originally scheduled, the unused portion of an overnight booking is treated as a cancellation and may be subject to the cancellation policy above.

This allows me to protect time that has already been reserved exclusively for your pets.

Holiday & Peak-Period Bookings

For major holidays and particularly high-demand periods, 14 days’ notice may be required for cancellation without a fee.

The applicable cancellation terms will be communicated when the booking is confirmed.

Changes to Booking Dates

A request to move a booking to different dates may be treated as a cancellation of the original dates if those dates can no longer be reasonably rebooked.

I will always do my best to accommodate changes whenever possible.

Emergencies & Extenuating Circumstances

I understand that genuine emergencies happen. Cancellation fees may be reduced or waived at my discretion when circumstances warrant it.

Please contact me as soon as possible if something unexpected occurs.

Health & Safety

These policies help me ensure the health and safety of your pet, other pets in my care, and myself.

Illness & Exposure

Please let me know before a booking if your pet:

  • Has been diagnosed with a contagious illness
  • Has recently been exposed to a contagious illness
  • Has vomiting, diarrhea, coughing, unexplained lethargy or other concerning symptoms
  • Has recently had a significant medical procedure
  • Requires special medical monitoring

I reserve the right to decline or modify a booking when a pet’s health presents a significant risk to that pet or to other animals in my care.

Emergency & Safety First

Your pet’s safety comes first.

I may modify a routine, decline an activity, separate animals, seek veterinary care or take other reasonable steps when I believe it is necessary to protect a pet’s health or safety.

I will use reasonable care and follow the instructions provided by the client, but animals are unpredictable and no pet-care service can guarantee that illness, injury, escape or other unexpected events will never occur.

Behaviour & Socialization

Every pet is treated as an individual.

I do not assume that pets are comfortable with every person, dog, cat or situation. Socialization with other animals is not automatically included in a booking.

If socialization is specifically requested, it will only take place when it has been discussed and approved in advance, the pets are considered compatible, interactions can be safely supervised, and the circumstances remain appropriate.

I may decline or discontinue an interaction at any time if I believe it is no longer safe or appropriate.

Client Information & Emergency Contacts

Clients are responsible for providing accurate and current:

  • Contact and emergency contact information
  • Veterinary information
  • Pet health, behavioural, and mobility information
  • Feeding and medication instructions
  • Home-access information
  • Any other information necessary for safe care

Please let me know when something changes. Accurate information is especially important when a pet has medical, behavioural or safety considerations.

House Sitting

House sitting is intended to provide your pets with care and companionship in their familiar home environment.

For safety and liability reasons:

  • Daytime visitors are permitted when previously disclosed and appropriate.
  • Only Sylvie stays overnight unless another arrangement has been specifically approved in advance.
  • Clients are responsible for providing accurate information about their home, pets, routines, access requirements and any potential hazards.
  • Any special instructions should be provided before the booking begins.

Vaccination Information

Dogs boarding with me are required to have current vaccinations for:

  • Rabies
  • DA2PP / DHPP / DAPP
  • Bordetella

Vaccination records may be requested before a boarding booking is confirmed.

If a dog cannot be vaccinated for a legitimate medical reason, please discuss this with me before booking. A veterinary-confirmed medical exemption may be considered on a case-by-case basis and may involve additional precautions or booking restrictions.

In-Home Services do not require proof of vaccination. Simply disclose your pet’s current vaccination status and any relevant health concerns when booking.

Medications & Veterinary Care

Clients are responsible for providing complete and accurate instructions for medications, supplements and medical care.

Medication instructions are confirmed for each booking so I have the most current information. They should include:

  • Medication name
  • Dosage
  • Frequency
  • Method of administration
  • Any special instructions

In the event of a veterinary emergency, I am authorized to seek appropriate veterinary care for your pet. The client is responsible for all veterinary, medication and related emergency-care costs.

I will communicate with you or your emergency contact as soon as reasonably possible.

Home Access & Security

Clients are responsible for providing working keys, access codes, garage remotes, gate information or other necessary access instructions before care begins.

Please let me know about:

  • Alarm systems
  • Security cameras
  • Locked areas
  • Automatic gates
  • Garage doors
  • Special entry or exit procedures
  • Other home-security considerations

I will make reasonable efforts to secure your home when entering and leaving.

Pet Food, Supplies & Instructions

Clients are responsible for providing enough food, medications, litter, waste bags and other supplies needed for the duration of the booking.

Please provide clear instructions for:

  • Feeding
  • Treats
  • Medication
  • Exercise
  • Bathroom routines
  • Household routines
  • Any special care requirements

If supplies run unexpectedly low during a booking, I may purchase necessary items on your behalf. The client is responsible for reimbursement of approved or necessary pet-care expenses.

Home & Pet Care

I will treat your home and belongings with care and respect.

Normal pet-care activities may include:

  • Feeding and refreshing water
  • Cleaning litter boxes
  • Picking up pet waste
  • Cleaning ordinary pet messes
  • Taking out reasonable amounts of pet-related garbage
  • Bringing in mail or packages when requested
  • Maintaining the pet’s normal routine

Pet-related messes that are a normal part of care are part of the service.

I am not responsible for damage caused by a pet or for pre-existing conditions or hazards in the home.

Pet Transportation & Appointments

Pet Chauffeur and Appointment Buddy services are available by arrangement.

Clients are responsible for providing accurate appointment information and any necessary authorization.

For veterinary appointments, I can provide transportation and care as agreed upon. The client remains responsible for all veterinary fees, medications and other charges from the clinic.

Photos, Videos & Social Media

I love sharing the pets in my care!

Photos and videos may be taken during services for communication with clients and, with permission, for Sylvie The Pet Nanny’s social media and marketing.

Your media preferences are recorded with your client information.

No client or pet will be publicly identified or tagged without the appropriate permission.

Pick-Up & Drop-Off / Extended Care

For overnight services, the booking rate covers the agreed 24-hour care period.
If a pet remains in my care beyond the scheduled end time, an Extended Care Fee may apply:

  • More than 2 hours and up to 6 hours: 50% of the applicable daily rate
  • More than 6 hours and up to 24 hours: 100% of the applicable daily rate

Please contact me as soon as possible if your plans change and you expect to be late.

Communication

Clear communication makes pet care easier for everyone. Please let me know as soon as possible about changes to:

  • Your schedule
  • Your pet’s health
  • Your pet’s behaviour
  • Your contact information
  • Your emergency contact
  • Your veterinary information
  • Your home-access arrangements
  • Your booking requirements

I will communicate important concerns or changes during your pet’s care and will make reasonable efforts to reach you or your emergency contact when necessary.

Policy Updates

Policies may be updated from time to time as circumstances change or the business evolves.

The policies in effect at the time your booking is confirmed will apply to that booking, unless otherwise agreed in writing.

Nothing in these policies is intended to limit any rights or protections provided to consumers under applicable Alberta law.