Client Service Agreement

Revised January 1, 2025

1. Services: Baker Street Petcare & Concierge LLC (BSPC) agrees to provide pet sitting, and/ or dog walking services in a reliable, caring, and trustworthy manner. In consideration of these services and as an express condition thereof, the Client waives and relinquishes any and all claims against BSPC, except those arising from proven negligence.

2. Employees/Independent Contractors: BSPC is owned by Ryan & Sherry Baker.  Ryan Baker hires qualified employees for the company and designates a management team. Management decides which employee will hold responsibility over each visit to Client’s pet(s).  In the event of an illness or injury to designated employee that prevents him/her from performing service, Management will notify the Client and arrange for either another employee or another qualified and insured pet sitter, acting as an Independent Contractor, to attain Client’s key(s) and care for pet(s).  Claims of negligence that involve an insured Independent Contractor for BSPC will be the responsibility of the Independent Contractor. Employees or independent contractors in training may accompany designated employee on visits unless otherwise established in writing but Management will inform Client that trainee will be in attendance.

3. Insurance: BSPC agrees to maintain liability insurance for all active employees through Pet Sitters Associates LLC. All BSPC Independent Contractors are required to carry their own liability insurance.

4. Damage to the Home: BSPC shall not be held responsible for any damage to the Client’s property caused by Client’s pet(s) unless such damage is caused by a negligent act by BSPC. BSPC carries bonding through Pet Sitters Associates LLC.  BSPC is not responsible for damage to the home beyond the employee’s control. This includes, but is not limited to: leaks, electrical problems, and acts of nature. In these situations, BSPC will attempt to contact the Client and the Emergency Contact before making a subjective decision on dealing with the damage. All repairs and related fees, including but not limited to BSPC emergency service time and coordination fees, will be paid by the Client.

5. Home Security: BSPC is not liable for any loss or damage in the event of a burglary or other crime that occurs during a service period. Client agrees to secure home prior to leaving the premises. BSPC will re-secure the home according to Client instructions at the end of each visit. BSPC accepts no responsibility for loss to the premises if other individuals have access to Client’s home, or if the home is not properly secured by Client. At the time that service is booked, owner will notify BSPC of everyone who has been granted access to the home during the service period and will notify anyone entering the home that BSPC has access to and will be entering the home.

6. Scheduling/Invoicing: Client is responsible for scheduling service through the BSPC’s Time to Pet Client Portal at www.timetopet.com/portal/bakerstreet. Service can be scheduled by clicking on the Schedule tab and selecting Request New Service. BSPC Management will confirm scheduled services through Time to Pet. Payment will be due in full on the date of the first scheduled service. Clients are required to put a credit card on file in the Time to Pet system. Management will charge Client’s credit card on the Saturday following the date of first service for the full amount and send an invoice for the amount indicated.

All services must be scheduled at least 24 hours in advance of the first visit and Clients are strongly encouraged to book services 1-2 weeks in advance.

BSPC administrative hours are 8 am to 6 pm Monday through Saturday. Although some inquiries may be answered outside of these hours, Client understands that response likely will not be received after 6 pm on weekdays and Saturdays, and not at all Sundays. In the event of an emergency, Client can call Ryan’s business cell phone at 425-583-2451 and leave a voicemail. We will periodically check the voicemail after hours in case of emergency. Clients are welcome to submit requests through the Time to Pet portal at any time recognizing that BSPC Management will respond when administrative hours start again.

7. Visit Times: At time of booking, BSPC provides a time window during which visits will occur.  If an unforeseen situation arises, the time may be adjusted. All visits are scheduled to occur between 7 am and 9:00 pm daily, according to the requested Time Block. Requests are filled on a first-come/first-served basis with the request arriving first taking the first time slot in the block. Additional requests for that time block will be scheduled in the next available time slot. Client may request a specific time slot at the time of booking and BSPC will do their best to accommodate the request, but this depends what is currently on the schedule and BSPC cannot guarantee an exact time of arrival.

8. Inclement Weather: In the event of inclement weather or natural disaster, BSPC is entrusted to use best judgment in caring for Client’s pet(s) and home, unless instructed by Client in writing to do otherwise. If circumstances beyond our control prohibit BSPC from following instructions, BSPC will be held harmless for consequences related to such decisions.

Extreme Heat

During summer months, weather in the PNW can reach high temperatures. Length of walks during extreme weather conditions is at the discretion of BSPC employees. BSPC may shorten the length of outside time to protect the health of pet(s). BSPC employees will honor the full amount of time requested for service by extending inside time with pet(s). BSPC shall not be held liable for any injury to pet due to extreme temperatures unless negligence can be proven.

Dog Walking Rain Cancellations

On rainy days, Dog Walking clients may choose to cancel their walk at no penalty. Full payment will be credited to the Client’s account. Client may also choose to retain visit with a short potty break and then quality walker-dog time inside the home for the duration of the visit.

9. Payment:

BSPC requires all payments be made by credit card. Clients must put a credit card on file on the Time to Pet Portal (www.timetopet.com/portal/bakerstreet). BSPC does not accept cash or checks for invoiced services.

Pet Sitting and Dog Walking: All fees for BSPC pet sitting or dog walking services are due to be paid in full by date of first service of each scheduled service. Client can choose to pay the invoice before this time by going to the Invoices tab on their Time to Pet portal and selecting Make a Payment. If Client has not made a payment by end of business (6pm) the day of the first visit, Management will automatically charge the card on file on the following Saturday as part of our standard billing cycle.

10. Holiday Fees: There is an additional $10 holiday fee per visit on:

New Year’s Day (January 1st)

Easter Sunday (different Sunday each year)

Memorial Day (last Monday in May)

Independence Day (July 4th)

Thanksgiving Day (4th Thursday in November)

Christmas Eve (December 24th)

Christmas Day (December 25th)

New Year’s Eve (December 31st)

11. Cancellations/Service Reduction Fees: Cancellations must be received at least 12 hours prior to the visit or will incur a fee of 50% of the service being canceled. Same day cancellations or if a client's pet is inaccessible or otherwise unavailable for service when we arrive, the visit will be charged at 100%.

BSPC does not provide refunds in the event of a cancellation or service reduction. Any pre-payment will be applied as a credit to be used for future service. Exceptions to the cancellation fee are only in the event of a rainy-day dog walk cancellation as mentioned in article 8 (Inclement Weather: Dog Walking Rain Cancellations) or due to pet illness.

12. Declined Credit Cards: In the event a credit card on file is declined during automatic processing, Management will attempt to charge a second card on file if provided. If no second card is provided, Management will attempt to contact Client for alternative payment method. If Client cannot be reached, Management will attempt once more to charge the card on file. Should a declination incur fees for BSPC, Client is responsible for any fees associated with decline. In the event that it is necessary to initiate collection proceedings, Client is responsible for all BSPC attorney fees and costs of collection. BSPC also reserves the right to deny further service in the event of a credit card declination.

13. Communication: It is very important that all client communication with BSPC go through the Time to Pet portal (www.timetopet.com/portal/bakerstreet). Should other instructions be communicated outside of the portal, BSPC cannot be held accountable for following said instructions.

Client must fill out the My Info and Pets tabs of the portal fully at least 24 hours before Meet and Greet initial client consultation. Client is responsible for maintaining the data integrity of all information on the Time to Pet portal and shall not hold BSPC liable for misinformation found on the portal and resulting errors related to caring for pet or home.

14. Complaints: Client agrees to discuss any post-service concerns with Management within 48 hours of service period.  BSPC Management takes complaints very seriously and seeks to rectify any concerns.

15. Method of Entry/Key Handling: If the owner is not to be home for the pet visit, BSPC requires secure method of entry to access pets for duration of service, either by Security Entry Code for door or one copy of Client’s house key(s). If method of entry is not provided to BSPC during the Meet and Greet initial client consultation, Client must communicate where/how BSPC can acquire method of entry, codes, or keys by date of first service. Method of entry(s) must be received by day of first visit.

Physical Keys: Upon receipt of key(s), Management labels keys with name of pet(s). Keys are distributed stored in a secure location.  Once service is complete, BSPC will keep Client key(s) on file for future bookings unless Client requests keys back in writing. Client understands that keys will be placed in secure location until future service is requested or until keys are requested back in writing.  Should keys be requested back, Client will arrange with Management a time and location convenient to Management to pick keys up.  If Client has request keys back, it will be the responsibility of Client to arrange drop off of keys back to Management prior to next scheduled service.

BSPC does offer lockout service. If Client is locked out of home, Client can call BSPC on business line 425-583-2451 to request key service. Client understands that BSPC may not answer if after hours and that it may take up to 1 hour for BSPC employee to retrieve key from secure location and bring to Client in his or her location. If Management can bring key to Client, the cost for key service is set at $25 per occurrence and is due by credit card immediately upon delivery of key.

16. House Cleanliness: BSPC will provide light cleanup after your pets.  Clients inform BSPC of designated area for appropriate cleaning supplies via the Time to Pet portal.  BSPC is not responsible for carpet/flooring stains created by your pet(s).  BSPC requires Client provide plastic bags, towels, cleaning products, paper towels, and trash bags.

17. Errands: Client agrees to purchase adequate supplies including but not limited to food, litter, medication, and cleaning supplies for the duration of service period before service begins and inform BSPC of location of additional supplies via the Time to Pet portal. Should BSPC employee require additional supplies, BSPC reserves the right to bill Client for running an errand at a rate of $20 per store plus the purchase cost. Payment/reimbursement is due to BSPC within 7 days of errand.

18. Plants: Caring for plants is an extra BSPC service, and BSPC employees will do their best to follow care instructions for indoor/outdoor plants. However, BSPC employees are not plant experts and are not responsible for any indoor/outdoor plants.

19. Medications: BSPC employees will attempt to administer oral or topical medications as directed but BSPC is not responsible for any complications that arise as a result. There is an additional fee for the delivery of oral and topical medications as determined by BSPC. If BSPC employee is unable to administer medication, BSPC will not be held accountable for any arising complications and will not reimburse client for medication fee. Client must give clear instructions on medication in administration through Time to Pet portal; other instructions will not be honored.

20. Veterinary Care: The Client authorizes BSPC to transport pet(s) to and from their preferred veterinary clinic if necessary. The Client also authorizes BSPC to utilize an alternative veterinarian in the event the primary veterinarian is unavailable or BSPC employees in partnership with Management determine that going to a nearby location would be in best interest for pet’s health. Client must fill out attached Veterinarian Authorization to inform veterinarian that BSPC can act on Client’s behalf.

BSPC will make every effort to contact Client prior to obtaining emergency care. If Client cannot be reached in case of an emergency, BSPC will attempt to reach Emergency Contact. Should Emergency Contact be unreachable, BSPC shall act on Client’s behalf to authorize any treatment with the exclusion of euthanasia. 

The Client accepts responsibility for any charges related to emergency care.  In the event that Client cannot be reached and BSPC Management uses BSPC funds to pay for emergency care, Client must reimburse BSPC within 7 days of veterinarian visit. Client understands that BSPC also reserves the right to charge for additional BSPC employee time spent transporting and staying with pet as a result of emergency. 

21. Contagious Illness/Vaccinations: BSPC does not service pets that have an active, contagious illness. Client must notify BSPC of any health condition pet has or risk related to pet’s routine behaviors.  If BSPC employees are bitten or exposed to any disease or ailment received from the Client’s pet(s), the Client will be responsible for all costs and damages that may be incurred as a result. Client is responsible for all medical expenses and damages resulting from an injury to BSPC employees caused by pet(s). BSPC requires that all pets in our care be kept current with a flea/heart worm preventative.

22. Other Dogs: BSPC does our best to keep interaction with stray or strange dogs to a minimum when walking Client’s dog(s). Should Client inform us that dog must be kept away from all other dogs (through entry on Time to Pet portal), BSPC employees will do our best to avoid all interaction. BSPC will not be held liable for any harm to dog due to interaction with another dog unless negligence can be proven.

23. Outdoor Cats/Dogs Off-Leash: BSPC is not liable for the injury, disappearance, death, or fines of any pet(s) with unsupervised access to the outdoors. BSPC will allow dogs off-leash only at the instruction of Client, only when BSPC feels that dog will behave if given that freedom, and only within a secure, fully gated location.  BSPC is not responsible for any additional liability that may arise because of dog being off-leash unless Client has expressly stated that dog must not be off leash.

24. Pet Transportation: BSPC will provide transportation for Client’s pet(s) in accordance with written instructions in the Time to Pet portal. BSPC is not liable for any injury that may occur in the process of transporting pet(s) and cannot provide transportation for humans.

25. Privacy: Client information will be kept private and confidential. Client will receive email communication from BSPC unless Client indicates in writing to remove Client from BSPC email list.

26. Photo Release: Client agrees that BSPC may capture pet’s likeness in photos, video, and other media and use likeness on company website, social media, and other marketing materials. Client understands that Client is not due any payment for the use of pet’s likeness for BSPC purposes.

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Client Signature                                                                              Date

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Veterinary Release

In the event that any of my pets appears to be ill, injured, or at significant risk of experiencing a medical problem at the start of service or while in the care of Baker Street Petcare & Concierge LLC (BSPC), I give permission to BSPC to seek veterinary service from a veterinarian or a veterinary clinic. Other veterinarians or emergency care clinics chosen by the pet sitter are acceptable. 

I understand that efforts will be made to contact me regarding any treatments, illness, injury, or potential problems as soon as the condition is deemed not life threatening and/or contact is possible.  I understand that BSPC care providers work hard to prevent accidents and injuries, and that such problems may occur no matter how well a pet is cared for. I agree to allow BSPC care providers to use their best judgment in handling these situations, and I understand that BSPC and its staff assume no responsibility for the actions and decisions of the veterinary staff, the health, or death of my pet(s).     

I will assume full responsibility for the payment and/or reimbursement for any and all veterinary services rendered, including but not limited to diagnosis, treatment, grooming, medical supplies, and boarding. Such payments will be made within 7 days of the initial incident. I also agree to be responsible for all Special Service fees assessed by BSPC for emergency transportation, care, supervision, or hiring of emergency caregivers, and will pay such fees within 7 days of each incident.              

I further authorize BSPC and my primary veterinarian(s) to share all the medical records of all my animals with veterinary clinics in an emergency in the interest of providing the best care for my ill or injured animal(s).

I agree to notify BSPC of any signs of injury or possible illness before any visit as soon as the condition appears. BSPC reserves the right to cancel service at any location where a pet with a potentially infectious condition exists. BSPC strives to provide clean, safe service to each of our clients. In doing so, BSPC strongly recommends that each pet be vaccinated, dewormed, and protected from harmful insects according to veterinarian recommended standards.

This agreement is valid and grants permission for future veterinary care without the need for additional authorization each time BSPC cares for one or more of my pets. I understand that this agreement applies to all the pets and large animals within BSPC care. In signing this contract, I agree that I have the sole authority to make health, medical, and financial decisions regarding the animals that will be scheduled to receive service.

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Client Signature                                                                              Date