At Leland & Familiar Pet Co., thoughtful, reliable care starts with good communication and clear expectations. These policies help us keep every pet’s schedule running smoothly while giving each client the attention they deserve.

Meet & Greets

A complimentary meet & greet is required for all new clients before their first scheduled service. This gives us a chance to meet you and your pets, review routines and care instructions, discuss behavioral or medical needs, and make sure L&F is the right fit for your household.

For safety, all pets and relevant care needs must be disclosed prior to booking.

Booking & Availability

Services are available by appointment and are subject to availability. Booking as early as possible is encouraged, especially for weekends, holidays, school breaks, and peak travel seasons.

A service is not considered confirmed until you receive booking confirmation from Leland & Familiar Pet Co.

Recurring clients are encouraged to maintain a consistent schedule whenever possible.

Arrival Windows

Unless your pet requires medication or other time-sensitive care, visits are scheduled within an arrival window rather than at an exact time. This allows for traffic, weather, emergencies, and the needs of other animals in our care.

We will always do our best to accommodate preferred times and maintain your pet’s normal routine.

Payment

Payment is required before services begin unless another arrangement has been made in advance.

Additional services, extended visits, unexpected supply purchases, or additional care requested during a booking may result in additional charges.

Any purchases made on your pet’s behalf will be documented and added to your final balance.

Holiday & Peak-Time Bookings

Major holidays and high-demand dates may require a holiday surcharge and/or deposit.

Holiday bookings are limited and are accepted on a first-confirmed basis. Because these dates are reserved specifically for your household and are difficult to refill on short notice, holiday bookings may be subject to a stricter cancellation policy.

Any applicable holiday pricing will always be disclosed before your reservation is confirmed.

Changes to Your Reservation

Need to add a visit, extend your trip, or come home early? Please contact L&F as soon as possible.

Schedule changes are accommodated whenever availability allows, but additional or extended services cannot be guaranteed.

If your return is delayed, please notify us immediately so we can make arrangements to ensure your pet is not left without care.

Late Returns

Travel delays happen! If you are unable to return when expected, L&F will make every reasonable effort to continue your pet’s care.

Additional visits or overnight services will be billed at the normal applicable rate.

Early Returns

You're always welcome to come home early — your pets probably won't complain!

Because time has already been reserved specifically for your household, unused services may still be subject to the applicable cancellation policy.

Service Refusal

Leland & Familiar Pet Co. reserves the right to decline, modify, or discontinue services when continuing care could reasonably place a pet, caregiver, or other person at risk.

This may include undisclosed aggression or bite history, unsafe home conditions, significant differences between the care requested and the information originally provided, or circumstances that prevent care from being performed safely.

Our priority will always be the safety and wellbeing of the animals entrusted to us.

Add your Cancellations & Refunds policy here.

Inviting someone into your home requires trust, and Leland & Familiar Pet Co. takes that responsibility seriously. The following policies help keep your home, pets, and caregiver safe throughout every reservation.

Home Access

Clients are responsible for providing a safe and reliable method of entry before services begin.

Access may be provided through a physical key, keypad, smart lock, garage code, lockbox, or another method agreed upon in advance.

All keys, codes, alarm instructions, and other access information are kept confidential and used only for providing authorized pet-care services.

We strongly recommend having a backup method of entry available whenever possible.

Keys & Lockouts

If a physical key is provided, arrangements for pickup, return, or secure storage will be discussed during your meet & greet.

Clients are responsible for ensuring that keys, access codes, locks, and alarm systems are working correctly before departure.

If L&F is unable to access your home due to an incorrect code, malfunctioning lock, missing key, or other preventable access issue, the scheduled visit will remain billable.

Any locksmith, replacement key, access, or related expenses necessary to reach an animal requiring care will be the client's responsibility when permitted under the client's service agreement.

Alarm Systems

If your home has an alarm system, please provide complete instructions for arming and disarming it.

Clients are responsible for adding L&F as an authorized user or contact when required by their security provider.

Any charges resulting from incomplete or incorrect alarm instructions may be the client's responsibility.

Home Security

We take reasonable precautions to leave your home as secure as we found it, including locking designated doors and windows and following the security instructions provided to us.

Please notify us of any doors, gates, locks, fences, or security equipment that require special handling.

L&F cannot guarantee the security of areas that were already damaged, malfunctioning, or unsecured before our arrival.

Cameras & Recording Devices

We completely understand the use of security cameras to protect your home and monitor your pets.

For everyone's privacy and comfort, all indoor cameras and recording devices must be disclosed before services begin, including cameras incorporated into pet monitors, smart-home devices, or similar equipment.

Cameras are never permitted in bathrooms or any area where a caregiver would reasonably expect complete privacy.

For overnight services, cameras may not be positioned to continuously record the designated sleeping or changing area being provided to the caregiver.

Outdoor cameras, doorbell cameras, and cameras located in common areas are welcome when disclosed.

Undisclosed indoor recording devices may result in modification or immediate discontinuation of services.

Overnight Privacy

When overnight care is booked, clients agree to provide a reasonably clean, safe, and private place for the caregiver to sleep and access to a functioning bathroom.

Personal belongings and private areas of the home will be respected. L&F will only access rooms and areas reasonably necessary to provide pet care and agreed-upon household services.

Other People Entering the Home

Please let us know in advance if anyone else will have access to your home during your reservation, including friends, family members, neighbors, cleaners, contractors, maintenance workers, or other pet-care providers.

For safety and liability reasons, L&F strongly prefers to be the sole pet-care provider during an active reservation unless another arrangement has been discussed in advance.

L&F cannot assume responsibility for the actions, omissions, security issues, property damage, escaped pets, or changes to an animal's care caused by another person entering the home during the service period.

If we arrive and encounter an unexpected person inside or around the home, we may delay entry until we can confirm with you that it is safe to proceed.

Visitors During Overnight Care

L&F caregivers will not bring unauthorized guests into a client's home.

Likewise, if someone will be staying in or regularly visiting the home while overnight care is being provided, this must be discussed before the reservation begins.

We reserve the right to decline or discontinue an overnight stay if unexpected occupants or visitors create an uncomfortable or unsafe environment.

Cameras & Recording Devices

We completely understand the use of security cameras to protect your home and monitor your pets.

For everyone's privacy and comfort, all indoor cameras and recording devices must be disclosed before services begin, including cameras incorporated into pet monitors, smart-home devices, or similar equipment.

Cameras are never permitted in bathrooms or any area where a caregiver would reasonably expect complete privacy.

For overnight services, cameras may not be positioned to continuously record the designated sleeping or changing area being provided to the caregiver.

Outdoor cameras, doorbell cameras, and cameras located in common areas are welcome when disclosed.

Undisclosed indoor recording devices may result in modification or immediate discontinuation of services.

Add your Pet Behavior & Safety policy here.

Every pet deserves care that takes their individual health needs seriously. Leland & Familiar Pet Co. welcomes pets of all ages, including seniors and animals with established medical or special-care routines.

To provide safe and consistent care, we ask that clients share complete and accurate health information before services begin.

Health Information

Clients must disclose any known medical conditions, allergies, injuries, mobility limitations, seizures, dietary restrictions, recent surgeries, contagious illnesses, or other health concerns that could reasonably affect their pet's care.

Please also let us know about recent changes in appetite, water consumption, bathroom habits, energy level, behavior, mobility, or medication.

Even something that seems minor may be helpful for us to know while you're away.

Medications

L&F can accommodate many routine medication schedules when discussed in advance.

All medications must be provided in their original or clearly labeled container with accurate written instructions including:

• Pet's name
• Medication name
• Amount to administer
• Method of administration
• Frequency and timing
• Relevant storage instructions
• Prescribing veterinarian, when applicable

Medication instructions should not be changed during a reservation without clear communication from the client and, when appropriate, guidance from the pet's veterinarian.

Injections & Specialized Medical Care

Some pets require care beyond oral or topical medications.

Injections, post-operative care, wound care, mobility assistance, or other specialized services must be discussed before booking so we can determine whether the requested care falls within L&F's experience, comfort level, and appropriate scope of service.

We reserve the right to decline a medical procedure that we do not believe can be performed safely.

Supplements, CBD & Alternative Products

Supplements, calming products, CBD products, and other owner-provided wellness products may be administered according to established client instructions when appropriate.

L&F will not independently begin a new medication, supplement, or therapeutic product for your pet without authorization.

Prescription Medications

L&F will only administer prescription medications that have been prescribed or otherwise appropriately authorized for the animal receiving them.

We will not independently alter dosages, substitute medications, or administer medication prescribed to another animal.

Contagious Illness

Please notify us immediately if your pet has been diagnosed with or exposed to a potentially contagious condition.

This may include respiratory infections, gastrointestinal illnesses, parasites, ringworm, kennel cough, canine influenza, parvovirus, or other communicable conditions.

Depending on the circumstances, services may need to be modified, postponed, or performed using additional precautions to protect other animals in our care.

Fleas, Ticks & Parasites

Clients should maintain an appropriate parasite-prevention plan for their pets and home environment.

If fleas, ticks, intestinal parasites, or another significant infestation is discovered during care, we will notify you and discuss the safest next steps.

Additional cleaning, transportation, or care required because of an undisclosed infestation may result in additional charges.

Vaccination & Preventative Care

Clients are responsible for maintaining veterinary care and vaccinations appropriate for their pet's age, health, lifestyle, and individual circumstances.

Certain services involving public spaces, transportation, group environments, or increased exposure to other animals may have additional health or vaccination requirements.

Any specific requirements will be discussed before booking.

Veterinary Information

Before extended care or overnight services, clients must provide current contact information for their preferred veterinarian as well as an appropriate emergency veterinary facility whenever possible.

Clients should also provide at least one emergency contact who can make decisions regarding the pet if the owner cannot be reached.

Veterinary Emergencies

If your pet appears to require urgent veterinary attention, their safety comes first.

L&F will make reasonable attempts to contact you and your designated emergency contact. When delaying treatment could reasonably jeopardize your pet's wellbeing, we may seek veterinary care according to the authorization provided in your client service agreement.

Whenever practical, we will use your preferred veterinarian. In an urgent situation, however, the nearest appropriate veterinary facility may be used.

Emergency Expenses

Veterinary treatment and related medical expenses remain the responsibility of the pet owner.

Your client service agreement will allow you to establish an emergency veterinary spending authorization and provide instructions for situations in which you cannot immediately be reached.

Transportation or additional time required because of a veterinary emergency may also be billed when applicable.

Pre-Existing Conditions

L&F will make every reasonable effort to follow your pet's established care routine and monitor for concerning changes.

However, pet sitting is not a substitute for veterinary care, and L&F cannot diagnose medical conditions or guarantee that a pre-existing or unexpected condition will not worsen while an owner is away.

Any known condition that could reasonably affect your pet during the reservation should be disclosed beforehand.

Senior & Special-Needs Pets

Senior and special-needs animals hold a particularly special place in our hearts.

We understand that these pets may need slower walks, mobility assistance, more frequent potty breaks, medication schedules, modified feeding routines, extra cleanup, or simply a little more patience and reassurance.

We'll work with you to create a routine that prioritizes your pet's comfort, dignity, safety, and quality of life.

Hospice & End-of-Life Care

L&F may provide supportive care for pets receiving established hospice or palliative care when the situation and care requirements have been discussed in advance.

For pets with serious or terminal conditions, clients should provide clear veterinary instructions and an emergency plan before leaving.

This plan should identify who is authorized to make medical decisions if you cannot be reached.

L&F will provide comfort and follow the established care plan but will not independently make euthanasia or other major end-of-life decisions unless legally authorized arrangements have been established through the owner and veterinary provider.

When Something Just Doesn't Look Right

You know your pet best, but we're paying attention while you're gone.

Changes in eating, drinking, bathroom habits, breathing, mobility, behavior, energy level, or general appearance may be documented and shared with you even when they don't appear to constitute an emergency.

We would always rather communicate a concern that turns out to be nothing than overlook something that matters.

Our Role in Your Pet's Care

Leland & Familiar Pet Co. provides experienced, attentive pet care — not veterinary diagnosis or treatment.

When a situation exceeds our appropriate scope of care, we will involve you, your emergency contact, or a veterinary professional as needed.

Our responsibility is to notice, communicate, respond appropriately, and advocate for the animal entrusted to us.

Add your Veterinary Emergencies policy here.

Whether your pet needs a quick check-in, a neighborhood stroll, or an afternoon adventure, Leland & Familiar Pet Co. tailors each visit to the animal in front of us.

Care instructions provide the foundation, but pets aren't robots. Weather changes, stomachs get upset, puppies refuse to poop until minute 19, and sometimes a dog simply isn't feeling their usual three-mile strut.

Our priority is providing the care your pet needs — safely, attentively, and without rushing through the important stuff.

Drop-In Visits

Drop-in visits are designed around your pet's established routine and may include:

• Potty breaks
• Feeding and fresh water
• Routine medications
• Play and enrichment
• Litter box care
• Basic pet-related cleanup
• Short walks when included in the service
• Lots of attention, affection, and reassurance

Specific care needs will be reviewed before your reservation.

Visit Length

Visit times represent the approximate amount of time reserved for your household.

Occasionally, circumstances may require slight adjustments. A pet may need additional cleanup, refuse to come inside, require extra medication time, or simply need a few more minutes of attention.

Likewise, a visit may need to be modified when remaining for the full scheduled duration would unnecessarily stress an animal or create a safety concern.

Our focus is always on completing the pet's necessary care rather than watching a stopwatch.

Scheduling & Arrival Windows

Unless a pet has a medically necessary time-sensitive need, visits are scheduled within an arrival window rather than at an exact minute.

Routes are planned based on geography, pet needs, weather, traffic, and the overall care schedule for the day.

If your pet requires insulin, seizure medication, or another genuinely time-sensitive treatment, please discuss this before booking so an appropriate schedule can be established.

Dog Walks

Walks are tailored to your dog's age, physical ability, energy level, behavior, and the day's conditions.

Some dogs want to cover ground. Others want to inspect every blade of grass in Brunswick County.

Both count. 😉

Walks are about physical exercise, mental enrichment, sniffing, exploring, and giving your dog meaningful time outside.

When Your Dog Doesn't Want to Walk

We will never force a frightened, painful, overheated, exhausted, or significantly resistant dog to complete a predetermined walking distance.

If your dog isn't comfortable continuing, their remaining visit may be converted into a potty break, supervised yard time, indoor play, enrichment, or companionship.

Your pet's wellbeing takes priority over mileage.

Weather & Temperature

Walks and outdoor activities may be shortened, relocated, or modified during:

• Extreme heat or cold
• Heavy rain or storms
• Lightning
• Poor air quality
• Dangerous road or sidewalk conditions
• Excessively hot pavement
• Other unsafe environmental conditions

When outdoor exercise isn't appropriate, we'll substitute safe indoor enrichment or another activity whenever possible.

Adventure Walks

Adventure Walks are designed for dogs who benefit from a little more than their usual neighborhood loop.

Depending on the dog, location, weather, and selected service, an adventure might include a longer nature walk, trail, park, waterfront stroll, sniff-focused excursion, or another pet-appropriate outing.

Adventure locations are selected with safety, enrichment, travel time, and your dog's individual needs in mind.

Not every adventure needs to be strenuous — sometimes the best outing is simply somewhere new with really good smells.

Adventure Eligibility

Before participating in Adventure Walks, dogs should be reasonably comfortable:

• Riding in a vehicle
• Being handled and leashed by their caregiver
• Visiting public environments appropriate for the selected outing
• Encountering normal environmental stimuli

Reactive, anxious, senior, or physically limited dogs are not automatically excluded.

Instead, we'll discuss whether an appropriate location, quieter environment, modified adventure, or individual care plan can make the experience safe and enjoyable.

Public Interactions

Your dog will not be intentionally encouraged to greet unfamiliar dogs or people simply because we're out in public.

We advocate for the animals in our care and will create space when appropriate.

Please let us know beforehand whether your dog enjoys attention from strangers or would prefer their personal bubble respected.

Transportation

Transportation may be available for Adventure Walks, veterinary appointments, grooming appointments, daycare pickup/drop-off, relocation assistance, or other approved pet-related needs.

Pets will be transported using appropriate safety measures based on their size, species, temperament, and individual needs.

This may include crates, carriers, seat-belt restraints, barriers, or other suitable equipment.

Vehicle Safety

Pets will never be intentionally left unattended in a vehicle when temperatures or other conditions could reasonably place them at risk.

Windows, doors, crates, carriers, and restraints will be managed with escape prevention in mind.

Clients must disclose significant car anxiety, motion sickness, vehicle aggression, escape behaviors, or other transportation concerns before service.

Mileage & Travel Fees

Services requiring travel outside L&F's standard service area or significant transportation time may include an additional mileage or travel charge.

Any applicable charge will be discussed before the service is confirmed whenever reasonably predictable.

Veterinary & Grooming Transportation

For appointment transportation, clients are responsible for scheduling the appointment and providing all information, paperwork, medications, payment arrangements, and authorization required by the receiving provider.

If requested and arranged in advance, L&F may remain with your pet during an appointment.

Additional waiting time may be billed depending on the service booked.

Delays

Traffic, veterinary offices, groomers, weather, and animals themselves aren't always predictable.

If a transportation service is significantly delayed, we'll keep you informed and make reasonable adjustments to your pet's care.

Pet-Related Cleanup

Normal pet-related cleanup is part of caring for animals.

We'll happily clean up the tipped water bowl, puppy accident, scattered litter, or enthusiastic dinner explosion we encounter during a scheduled visit.

Extensive cleaning caused by significant illness, repeated accidents, household sanitation issues, or circumstances requiring substantial additional time may result in an extended-visit charge.

More importantly, repeated vomiting, diarrhea, blood, abnormal urination, or other concerning changes will be treated as a potential health issue — not simply a mess to clean up.

Care Comes Before the Clock

Our services have scheduled durations because good scheduling keeps every household cared for reliably.

But animals have needs that don't always fit neatly into a timer.

L&F's goal is to balance dependable scheduling with good judgment, compassion, and common sense — because your pet should feel cared for, not processed.

Add your Adventure Walks policy here.

Add your Transportation policy here.

There’s something special about allowing pets to remain comfortable in their own home while their family is away.

Leland & Familiar Pet Co. offers overnight care designed to maintain your pet’s familiar routines, provide companionship, and give you peace of mind knowing someone experienced is there at the beginning and end of their day.

Because every household is different, overnight expectations will be discussed before your reservation begins.

What Overnight Care Includes

Standard overnight care includes an evening arrival, overnight stay in your home, and morning care before departure.

Depending on your pet’s routine, this may include:

• Evening and morning meals
• Fresh water
• Potty breaks and/or walks
• Routine medications
• Play and enrichment
• Litter box care
• Pet-related cleanup
• Evening and morning companionship
• Overnight supervision
• Basic home care
• Photo and/or video updates

Specific routines and expectations will be reviewed before your reservation.

Overnight Hours

An overnight reservation does not automatically include continuous 24-hour care.

Standard overnights generally cover the evening, sleeping hours, and morning routine. Exact arrival and departure times may vary based on the caregiver’s schedule, other pet-care appointments, traffic, weather, and your pet’s needs.

If your pet requires someone to remain in the home for most or all of the day, please let us know before booking so we can determine whether extended or continuous care is available.

Daytime During Overnight Reservations

L&F caregivers may leave the home during the day for work, other pet-care appointments, meals, errands, personal responsibilities, or other reasonable activities.

During your meet & greet, please tell us how long your pet can comfortably and safely remain alone.

We will use that information when planning the care schedule.

If your pet cannot safely be left alone for typical periods of time, requires near-constant supervision, experiences significant separation anxiety, or has medical needs requiring frequent monitoring, additional care arrangements and pricing may be necessary.

Additional Daytime Visits

Overnight care and daytime drop-in care are separate services unless your booking specifically states otherwise.

Pets requiring midday potty breaks, medications, meals, walks, or additional companionship may need one or more daytime visits added to their overnight reservation.

We’ll work together to create a schedule appropriate for your pet rather than assuming every animal has the same needs.

Extended & Continuous Care

Some animals simply need more supervision.

Extended-care arrangements may be available for puppies, seniors, pets recovering from procedures, animals with significant separation anxiety, hospice pets, or households whose pets cannot safely be left alone for normal periods.

Because these reservations significantly limit our ability to serve other clients, they are priced differently from standard overnight care and must be arranged in advance.

Sleeping Arrangements

Clients must provide a safe, reasonably clean, and comfortable sleeping area for overnight caregivers.

A guest bedroom is preferred when available, but another appropriate arrangement may be discussed during the meet & greet.

Fresh bedding should be provided at the beginning of the reservation.

L&F caregivers will respect your home and leave the sleeping area reasonably tidy at the end of the stay.

Pets in the Bed

If your pets normally sleep in the bed, please tell us!

We’re happy to maintain familiar sleeping routines when practical and safe.

However, a caregiver may modify sleeping arrangements if a pet’s behavior, guarding tendencies, medical needs, size, nighttime activity, or another circumstance makes sharing the sleeping space unsafe or prevents reasonable rest.

No feelings will be hurt. We promise not to tell them they’ve been evicted. 😉

Home Environment

Clients are expected to provide a home environment that is reasonably safe and sanitary for an overnight stay.

This includes:

• Working plumbing and electricity
• A functional bathroom
• Safe indoor temperatures
• Secure doors and windows
• Reasonably sanitary living and sleeping areas
• Disclosure of known household hazards or maintenance concerns

L&F reserves the right to decline or discontinue an overnight stay if conditions create a legitimate health or safety concern.

When possible, alternative pet-care arrangements will be discussed.

Food & Kitchen Use

Caregivers may bring their own food and beverages during overnight reservations.

Unless otherwise discussed, reasonable use of the refrigerator, freezer, microwave, sink, coffee maker, and basic kitchen facilities is appreciated.

Clients are not expected to provide meals for the caregiver.

And while your snacks may look delicious, we promise we know they’re yours. 😉

Wi-Fi

Providing Wi-Fi information is appreciated for overnight reservations, particularly because caregivers may need reliable communication access for client updates, scheduling, or emergencies.

Wi-Fi access is not required unless specifically necessary for circumstances discussed before the reservation.

Temperature & Utilities

Please leave the home at a safe and reasonable temperature for both your pets and the caregiver.

L&F may make reasonable thermostat adjustments if indoor temperatures become unsafe or significantly uncomfortable.

Any known issues involving HVAC systems, plumbing, electrical systems, appliances, or utilities should be disclosed before departure.

Basic Home Care

We’re happy to help keep things looking lived-in while you’re away.

Basic household tasks may include:

• Bringing in mail and packages
• Rotating lights
• Taking pet-related trash out
• Watering a reasonable number of household plants
• Opening or closing blinds
• Bringing trash bins to or from the curb when timing allows

Please discuss requested household tasks before your reservation.

Extensive cleaning, landscaping, large-scale plant care, household maintenance, or other non-pet services are not included in standard overnight care.

Deliveries & Service Providers

Please notify us if you expect cleaners, contractors, maintenance workers, deliveries requiring entry, or other service providers during your reservation.

Unexpected individuals attempting to enter the home may be denied access until we can confirm authorization with you.

Overnight Guests

L&F caregivers will never bring unauthorized guests into a client’s home.

Likewise, clients must disclose if another person will be staying in or regularly accessing the home during an overnight reservation.

If an unexpected occupant or visitor creates an unsafe or inappropriate environment, the caregiver may leave the property and contact the client to arrange alternative care.

Alcohol, Smoking & Household Substances

L&F caregivers will not become impaired while responsible for animals in a client’s home.

Clients should securely store medications, cannabis products, nicotine products, alcohol, chemicals, toxic foods, and other substances that could pose a risk to animals.

If a pet gains access to a potentially dangerous substance, the situation will be treated as a potential medical emergency.

Supplies

Clients are responsible for providing enough of their pet’s normal food, medications, litter, waste bags, cleaning supplies, and other essential items for the entire reservation, with a reasonable amount extra in case travel plans change.

If essential supplies run out, L&F may purchase reasonable replacements when necessary for continued care.

The cost of those supplies and any significant additional time or travel may be added to the client’s balance.

Changes to Your Travel Plans

Please let us know when you have safely returned home and resumed responsibility for your pets.

If we have not received confirmation and have reason to believe your pet may otherwise be left without necessary care, L&F may attempt to contact you and your emergency contact and continue essential care when reasonably possible.

Additional services will be billed accordingly.

Leaving Your Home

At the end of an overnight reservation, we’ll make reasonable efforts to leave your home the way we found it.

Pet-care areas will be tidied, used dishes will be addressed, pet-related trash will be managed, doors will be secured according to your instructions, and your pets will be settled according to the agreed departure routine.

We’re pet sitters, not housekeepers — but we also believe you shouldn’t come home from vacation wondering what tornado came through your house.

The Goal of Overnight Care

Overnight care is about more than having someone physically present in the house.

It’s maintaining the little things your pets recognize: breakfast the way they like it, their favorite evening spot, the bedtime potty trip, the cat who suddenly becomes affectionate at 11 PM, and the dog who absolutely believes your side of the bed now belongs to them.

We’re there to keep home feeling like home until you get back.

Great pet care is a team effort.

You know your pets better than anyone, and Leland & Familiar Pet Co. relies on the information you provide to keep their routine as familiar, comfortable, and safe as possible while you're away.

Don't worry — we don't need a 47-page instruction manual because Fluffy prefers her breakfast stirred clockwise. But if it matters to your pet, we want to know about it.

Accurate Care Information

Clients are responsible for providing complete and accurate care instructions before services begin.

Please include relevant information regarding:

• Feeding routines and portions
• Potty and walking schedules
• Medications and supplements
• Allergies and dietary restrictions
• Medical conditions
• Behavioral quirks or concerns
• Crate or confinement routines
• Sleeping arrangements
• Household boundaries
• Known triggers or fears
• Veterinary information
• Emergency contacts

The more we know, the more closely we can maintain your pet's normal routine.

Updated Information

Pets change — and sometimes they change quickly.

Please update L&F whenever there is a meaningful change to your pet's health, medications, diet, behavior, mobility, household routine, or care needs.

Information provided during your original meet & greet should not be assumed to remain current indefinitely.

All Pets Must Be Disclosed

Every animal living in the home must be disclosed before services begin, even if L&F is not expected to provide direct care for that animal.

This includes dogs, cats, birds, reptiles, fish, small animals, livestock, and other household pets.

Why? Because the cat you told us “doesn't need anything” may still be the cat attempting a prison break when we open the front door.

We need to know who's home.

Adding a New Pet

Congratulations on the new family member!

If you add another pet to your household, please let us know before your next scheduled service.

Depending on the animal and care requirements, an additional meet & greet may be recommended or required.

Additional pets may also affect service pricing.

Food & Treats

Clients should provide enough of their pet's normal food for the entire reservation, plus a reasonable amount extra in case travel plans change.

Please provide clear feeding instructions, including portions and any food that should not be given.

L&F will not intentionally introduce new foods or treats without permission except when reasonably necessary in an emergency.

If your pet has allergies, food sensitivities, resource guarding behaviors, or a history of gastrointestinal problems, please tell us.

Medications & Supplements

Please provide enough medication and supplements for the full reservation, with a reasonable amount extra when possible.

Medications should be clearly labeled and accompanied by current instructions.

If your pet's medication changes before or during a reservation, notify us directly rather than simply leaving different instructions at the house.

We want to know exactly what changed and why.

Pet Supplies

Clients are responsible for providing the supplies reasonably necessary for their pet's care, which may include:

• Food and treats
• Medications and supplements
• Leashes and properly fitted walking equipment
• Waste bags
• Litter and litter supplies
• Crates or carriers
• Cleaning supplies
• Towels
• Enrichment items
• Appropriate identification tags
• Other pet-specific necessities

Please let us know where these items are located before you leave.

A scavenger hunt can be fun. A scavenger hunt for the dog's heart medication? Less fun.

Running Out of Supplies

If an essential item runs out during your reservation, L&F will make reasonable efforts to contact you.

When necessary to continue appropriate care, we may purchase a reasonable replacement.

The cost of the item and any significant additional travel or time required may be added to your balance.

Safe & Functional Equipment

Clients are responsible for providing equipment that is reasonably safe and appropriate for their pet.

Please inspect leashes, collars, harnesses, crates, gates, carriers, fences, and other frequently used equipment before leaving.

If we believe an item is unsafe, damaged, or improperly fitted, we may modify the activity rather than risk your pet's safety.

Identification

Dogs and outdoor-access cats should have appropriate identification whenever practical.

Microchipping is strongly encouraged for pets at risk of escape.

Please ensure that microchip registration and identification-tag contact information remain current.

Home Conditions

The areas necessary for pet care must be reasonably safe, sanitary, and accessible.

Please notify us of known hazards such as:

• Broken gates or fencing
• Faulty locks
• Construction areas
• Pest infestations
• Exposed wiring
• Aggressive neighborhood animals
• Unsafe stairs or flooring
• Malfunctioning HVAC or utilities
• Other conditions that could affect safe care

We don't expect your house to look like a magazine.

We do expect to be able to safely reach your pets, their supplies, and the areas necessary to care for them.

Emergency Contacts

Clients should provide at least one reliable emergency contact who will be available during extended travel whenever possible.

Your emergency contact should ideally:

• Be familiar with your pets
• Be reasonably reachable
• Have access to the home if necessary
• Be capable of assisting with decisions if you cannot be reached

For pets with significant medical needs, your emergency contact should understand any special instructions you've established.

Veterinary Information

Current veterinary information should be provided before overnight, extended, or medically involved care.

If you've changed veterinary practices since your last booking, please update us.

For extended travel, we also recommend notifying your veterinary office that a pet sitter will be caring for your animals and confirming how emergency treatment and payment should be handled in your absence.

Care Instructions That Differ From the Booking

Sometimes we arrive and discover that the care required is substantially different from what was originally requested.

Examples might include significantly more animals, extensive medication routines, frequent accident cleanup, newly required mobility assistance, additional walks, or a pet who can no longer safely be left alone for the expected period.

When that happens, we'll communicate with you.

L&F may adjust the care plan, recommend additional services, or charge for significant additional time reasonably necessary to provide appropriate care.

Reasonable Preparation

Before leaving, please make sure your pets have everything they'll reasonably need and that their environment is ready for care.

You don't need to make things perfect.

Leave us the food, the meds, the leash, the emergency information, and the weird little details that make your animal your animal.

We'll take it from there.

We're On the Same Team

The best pet-sitting relationships are built on communication and trust.

Tell us that your dog eats socks.

Tell us the cat will absolutely pretend she hasn't eaten.

Tell us your senior needs three tries before deciding where to poop.

Tell us your normally sweet dog hates men wearing hats.

There is very little we're going to judge you or your pet for — but there are plenty of things we need to know in order to keep everyone safe.

Honesty helps us provide better care, and better care is what L&F is here to do.

One of the hardest parts of leaving your pets is wondering what they're doing while you're gone.

At Leland & Familiar Pet Co., communication is part of the care. We want you to enjoy your workday, weekend away, or vacation knowing your pets have been seen, cared for, and thoroughly documented being adorable.

Visit Updates

Clients can expect an update following scheduled pet-care visits whenever practical.

Updates may include:

• Photos and/or videos
• Potty updates
• Meals and water
• Medication confirmation
• Walk or activity information
• General mood and behavior
• Anything unusual we noticed
• Important household updates

We don't believe you should have to wonder whether your pet sitter showed up.

How Much Will I Hear From You?

For drop-ins and walks, an update will typically be provided after each completed visit.

For overnight and extended-care reservations, updates may be grouped throughout the day rather than sent after every individual interaction.

If you'd prefer more or less communication, tell us! Some clients want the full daily documentary. Others would like one picture confirming everyone is alive and would prefer to enjoy their vacation.

We're happy to find a reasonable rhythm that works for you.

Photos & Videos

Expect pet pictures.

Probably a lot of them.

We love capturing the goofy, sweet, sleepy, chaotic little moments that reassure you your pet is comfortable while you're away.

Photos and videos taken during services are primarily intended for client updates and care documentation.

Public use of pet photos for L&F social media, marketing, or website content will follow the permissions established with the client.

Routine vs. Important Updates

Not every unusual moment is an emergency.

A skipped breakfast, softer-than-normal stool, a minor accident, or your cat giving us the cold shoulder may simply be documented and monitored.

However, significant changes involving your pet's health, safety, behavior, or environment will be communicated promptly.

When something doesn't look right, we'd rather tell you.

When We'll Call

Some things deserve more than a text.

L&F may call you and/or your emergency contact when:

• A pet appears seriously ill or injured
• Veterinary attention may be necessary
• A pet is missing or has escaped
• Significant aggression or a bite occurs
• We cannot safely access your pet
• Your home has experienced a significant safety issue
• An urgent decision is required

If you receive an unexpected call from us during your trip, please answer when you're able.

Emergencies

In a true emergency, caring for the animal comes before composing the perfect update.

We may take immediate reasonable action to protect your pet and communicate with you as soon as circumstances allow.

If you cannot be reached, we'll follow the veterinary and emergency authorizations established before your reservation.

Client Availability

You don't need to spend your vacation glued to your phone.

However, clients should remain reasonably reachable or provide an emergency contact who can make necessary decisions in their absence.

If you'll be traveling somewhere without reliable phone or internet service, please let us know beforehand.

Changes to Care Instructions

If care instructions need to change while you're away, please communicate those changes directly to L&F.

Important changes should not be communicated solely through a neighbor, family member, handwritten note, or other third party.

This is especially important for:

• Medications
• Feeding changes
• Schedule changes
• Access instructions
• Veterinary concerns
• People entering the home
• Changes to your return date

We want everyone working from the same information.

Response Times

We make every reasonable effort to respond to client messages promptly.

However, there may be times when we are driving, walking another dog, administering medication, handling an animal, or otherwise actively providing care.

Non-urgent messages may not receive an immediate response.

If your message involves an urgent situation affecting a pet currently in our care, please clearly indicate that when contacting us.

After-Hours Communication

Pet care doesn't operate strictly from 9 to 5, and we understand that important things can come up at odd hours.

Urgent concerns involving an active reservation are always appropriate to communicate.

Non-urgent scheduling questions, future booking requests, invoice questions, and general messages received late at night may be answered during normal waking/business hours.

We love your pets at midnight.

We may not need to discuss your December vacation dates at midnight. 😉

Missed Updates

Technology occasionally misbehaves.

If an expected update doesn't appear, you're always welcome to check in. A delayed message does not necessarily mean a visit was missed.

Likewise, if we notice that a message, photo, or report failed to send, we'll resend it when possible.

Honesty in Our Updates

We're not going to tell you everything was perfect if it wasn't.

If your dog had diarrhea, the cat refused dinner, someone destroyed a pillow, or your normally social pet seemed unusually withdrawn, we'll tell you.

Our updates aren't designed to make L&F look good.

They're designed to tell you how your pet is actually doing.

Communication Goes Both Ways

You never have to worry about “oversharing” information that could help us understand your pet.

Tell us about the weird habit.

Tell us what scares them.

Tell us that they'll pretend they don't know how to come inside unless someone shakes the treat bag.

Good communication helps us recognize what's normal for your animal — which makes it much easier to recognize when something isn't.

At L&F, we don't just check the food bowl and send a picture.

We pay attention.

Rainy days happen. So do hurricanes, flooding, extreme heat, power outages, and the occasional North Carolina weather event that seems to have developed its own personality.

At Leland & Familiar Pet Co., your pet’s safety matters — and so does the safety of the person traveling to care for them.

When conditions become unsafe, we’ll use good judgment, communicate clearly, and prioritize essential care.

Everyday Bad Weather

Normal rain or less-than-perfect weather usually won't stop scheduled services.

However, walks and outdoor activities may be shortened, delayed, relocated, or replaced with indoor enrichment when conditions include:

• Thunder and lightning
• Extreme heat or cold
• Dangerous heat index
• Flooding
• High winds
• Poor air quality
• Ice or unsafe road conditions
• Excessively hot pavement
• Other conditions that could reasonably endanger a pet or caregiver

A rainy day doesn't automatically mean no walk.

A lightning storm might.

Extreme Heat

Hot weather can become dangerous quickly, particularly for brachycephalic breeds, puppies, seniors, overweight pets, thick-coated breeds, and animals with heart, respiratory, or mobility concerns.

During excessive heat, walks may be shortened or replaced with shaded potty breaks and indoor enrichment.

We're not going to march your dog around the neighborhood just because the booking says “30-minute walk.”

The weather doesn't get to overrule common sense.

Thunderstorms & Noise-Sensitive Pets

Please let us know if your pet experiences significant fear during thunderstorms, fireworks, or other loud events.

Provide any established calming routine, safe-space instructions, veterinarian-directed medication, or other tools your pet normally uses.

We will make reasonable efforts to keep frightened animals comfortable while maintaining their established routine.

Hurricanes & Tropical Weather

Clients traveling during hurricane season should have an emergency plan for their pets before leaving.

If a tropical storm or hurricane may affect the area during your reservation, L&F may contact you to discuss:

• Your anticipated return
• Emergency contacts
• Evacuation plans
• Veterinary information
• Pet carriers and supplies
• Medication availability
• Alternative caregivers
• Safe locations within the home

Please make sure carriers, leashes, medications, identification, and essential supplies are readily accessible.

Evacuation Orders

L&F caregivers are not required to remain in or enter an area subject to a mandatory evacuation order or conditions reasonably considered unsafe.

If an evacuation becomes necessary while your pet is in our care, we will make reasonable efforts to contact you and your emergency contact and follow the emergency plan established beforehand.

Transportation or evacuation of pets is not automatically included with standard pet-sitting services and may depend on circumstances, available transportation, pet behavior, destination availability, and caregiver safety.

For this reason, clients traveling during significant storm threats should designate a local emergency contact whenever possible.

When We Cannot Reach Your Home

There may be circumstances in which roads are flooded, blocked, closed, or otherwise unsafe to travel.

If L&F cannot safely reach your home, we will notify you as soon as reasonably possible and work with you to identify the safest available alternative.

This may include:

• Delaying the visit
• Adjusting the schedule
• Contacting your emergency person
• Coordinating with an authorized neighbor or family member
• Resuming service when travel becomes safe

We will make every reasonable effort to care for your pet.

We will not knowingly drive through floodwater or enter a dangerous area to do so.

Power & Utility Outages

If your home loses electricity, water, HVAC, or another essential utility during a reservation, we'll assess how the outage affects your animals.

Minor outages may simply require monitoring.

Extended outages, particularly during extreme temperatures, may require contacting you or your emergency person and developing an alternative care plan.

Home Emergencies

If we discover a significant household issue such as:

• Water leaks or flooding
• Fire or smoke
• Loss of heat or air conditioning
• Broken windows or doors
• Electrical hazards
• Security concerns
• Major storm damage

we will make reasonable efforts to protect the animals, notify you, and contact appropriate emergency assistance when necessary.

L&F is not a home-repair service, but we're also not going to step over a burst pipe and pretend we didn't see it.

Emergency Supplies

For extended trips — particularly during hurricane season — clients are encouraged to leave several days of additional:

• Pet food
• Drinking water
• Medications
• Litter
• Waste bags
• Necessary medical supplies

Carriers should be accessible for cats and small animals, and leashes/harnesses should be readily available for dogs.

Emergency Contacts

During extended travel, we strongly recommend providing a local emergency contact who can physically reach your home if necessary.

This becomes especially important during severe weather when road conditions may prevent L&F from reaching your neighborhood from another part of the service area.

Changes & Cancellations Due to Weather

When L&F determines that travel or outdoor activity cannot be performed safely, services may be delayed, shortened, modified, or canceled.

Weather-related decisions will be based on actual conditions, official warnings, road accessibility, and reasonable safety considerations.

Any applicable credit, rescheduling, or cancellation decision will be communicated based on the circumstances.

Safety Comes First

We take our commitment to your animals seriously.

That means making every reasonable effort to reach them and provide their care.

It also means recognizing when doing so would create another emergency instead of solving one.

We'll brave some rain for your dog. We won't drive through a flooded road for them — and we don't think they'd want us to.

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