General Billing, Payment, & Refund Policies
To secure your pet’s care and ensure availability, we require a 50% non-refundable booking fee at the time of booking. This is not a deposit; it is a fee to reserve time specifically for your home/pet(s) and reflects the preparation and commitment made to provide their care. The remaining balance is due 14 days prior to the start of services.
• Late Payments: A $10 late fee applies if not received within 3 days, and pending invoices will be automatically processed daily using the card on file.
Cancellation & Refund Policy
• 14+ Days Before Service Start Date: No refunds on the booking fee; however, the remaining balance will not be charged.
• 7–14 Days Before Service Start Date: A 50% refund of the total payment will be issued as an account credit.
• Less Than 7 Days Before Service Start Date: No refunds or credits will be issued.
• Special Circumstances: Cancellations due to acts of God, natural disasters, or terrorism will be reviewed and handled on a case-by-case basis.
Account Credits
• All refunds are issued as account credits and will expire 365 days from the issue date.
• Credits are non-transferable and may only be used for future services with Space Coast Pet Services.
There are no exceptions to this policy, including trip cancellations, early arrivals home, or illness (including COVID-19). If you must cancel, we are happy to provide documentation for your travel/trip interruption insurance carrier.
Additional Notes:
• Illness: If your pet becomes ill during care and must be relocated, a 50% credit will be issued for unused days.
• Aggression/Destruction: Aggressive or destructive pets requiring relocation will not be refunded. Emergency contacts will be notified, or a pet taxi will be provided at no cost.
• Excessive Cleaning: $40 fee for uncleaned litter boxes (not cleaned within 24 hours of departure).
• Access Issues: Services not performed due to inaccessible homes (keys, codes, gates, alarms) or unexpected persons in the residence will not be refunded.
• Early Returns/Late Departures: No refunds for trip changes, including early arrivals or cancellations.
• Recurring Weekly Midday Visits: Recurring visits canceled with 24+ hours’ notice are eligible for up to 2 monthly credits. Cancellations beyond 2 times/month or with less than 24 hours’ notice are non-refundable.
Add-on Services Payment Policy
At Space Coast Pet Services (SCPS), we understand that unexpected circumstances may require additional services beyond those booked initially. These add-on services may include, but are not limited to:
•Pet taxi charges
•Sick pet or emergency vet visits
•Waiting at appointments
•Bathing or grooming
• Excessive litter box cleaning
•Property damage costs
Billing & Payment:
If an add-on service is required after your booking has been paid in full, a separate invoice will be sent via email, and you will be notified by phone or text of the fee charged to your payment method on file. Payment for any additional services is due before your arrival home or end of services
Receipts & Service Summaries:
If bathing or grooming services are included in the add-on charges, a receipt for these services and any provided visit summaries will be given to you.
Lockbox and Home Access Policy
To ensure seamless and secure access to your home during pet care services, Space Coast Pet Services (SCPS) requires all clients to use a lockbox or keyless entry system for services performed at their residence, including In-Home Visits, Dog Walks, House Sitting, and Pet Taxi services.
If SCPS is required to keep keys on file, a fee will apply for key pickup and return as needed. By booking our services, you authorize SCPS employees to use your house key(s) or door lock code for pet care.
Key & Lockbox Guidelines
1. Gate Cards/Remotes: A lockbox is still required if you have gate cards or remotes. We will coordinate team exchanges as needed. Many gated communities also provide access codes for easier entry.
2. Bulky Remotes/Fobs: If your lockbox needs to hold large items such as garage remotes or alarm fobs, you may need to purchase a larger lockbox. Standard lockboxes typically fit up to three keys or one key with a slim remote. Please review product specifications before buying.
3. Instructions: Clients must provide detailed lockbox instructions in their client portal, including how to open and secure it.
4. Placement: The lockbox should be placed in a safe, accessible location near the front door, or other discreet fixture. Ensure the area is well-lit, secure, and accessible in all weather conditions.
5. Unavailable or Malfunctioning Lockbox: Additional fees will apply to cover time and locksmith charges if the lockbox is unavailable or non-functional and requires a locksmith. SCPS cannot guarantee services if the lockbox is inaccessible.
6. Code Ownership: Clients own their lockbox and may change the code for any reason to include other services (e.g., cleaning, lawn care, pool maintenance). For added security, we recommend updating the code before each service.
7. Liability: SCPS is not responsible for access the client granted to others (e.g., neighbors, friends, or family members) using your key, lockbox, or door code during our contracted service period.
8. Functionality: Ensure that your lockbox is in working condition before each scheduled service.
9. Backup Key Requirement: If your home only has garage door access, you must place a backup key in the lockbox in case of a power outage.
10. No Backup Key Provided: If you choose not to provide a backup key and your garage door or electronic lock malfunctions, SCPS will be unable to complete scheduled services. In such cases, your emergency contact will be called to care for your pet(s).
Emergency & Severe Weather Policy
At Space Coast Pet Services (SCPS), we prioritize the safety of our clients, their pets, and our team. While every effort will be made to provide agreed-upon services, severe weather, national emergencies, and other uncontrollable circumstances may delay or prevent visits. Brevard County is at risk for tropical storms, hurricanes, tornadoes, and flooding, particularly during hurricane season (June–November).
Service Interruptions
In the event of a Federal or Local State of Emergency or natural disaster, SCPS may temporarily suspend services during the height of the storm to ensure the safety of our staff. Services will resume as soon as conditions improve and travel is deemed safe.
Client Backup Plan Requirement
All clients must have a backup plan for their pets and home in case SCPS cannot reach their property. A trusted neighbor, friend, or family member should be designated to care for your pets if conditions make travel unsafe for our team.
To ensure a seamless response, please:
•Keep your emergency contact information updated in your SCPS client profile.
•Provide clear backup care instructions in case of a disruption in services.
•Make sure your designated backup caregiver has access to your home.
SCPS will attempt to maintain client communication, but power outages and limited cell or internet service may affect response times.
Emergency Preparations for Pet Owners
To prepare for possible service disruption, clients should secure extra pet supplies in advance, including:
✔ Extra dry food and bottled water
✔ Medications and refills
✔ Litter, trash bags, and cleaning supplies
✔ First aid kit for pets
✔ Treats, calming aids, and indoor potty supplies (for pets unable to go outside)
If SCPS anticipates service delays, extra food and water will be provided for pets when possible to help bridge any gap in care.
For Clients Not Traveling
If you are staying in town and do not require services during an emergency, please notify us as soon as possible to cancel scheduled visits. Ensure you receive confirmation of your cancellation, as communication may be limited during power outages.
SCPS may offer limited services during an emergency depending on weather conditions, road closures, and power availability.
Prioritizing Safety
The safety of our staff is essential to ensure we can continue providing reliable care to your pets after a storm or emergency. Thank you for your cooperation and understanding.
For any questions or concerns regarding emergency procedures, please contact us at info@spacecoastpetservices.com.
Photography & Media Release Policy
At Space Coast Pet Services (SCPS), we love capturing special moments with the pets in our care. From time to time, photographs, videos, or other recordings of pets may be taken for promotional, educational, or other business-related purposes.
Use of Images & Media:
By utilizing our services, pet owners acknowledge and agree that SCPS may capture and use images or recordings of their pet(s) for marketing, social media, educational content, or other promotional materials. These images may be shared on our website, social media platforms, advertisements, or other media without compensation. Every effort will be made to prevent disclosure of client information and personal home details.
Ownership & Rights:
Pet owners grant SCPS full rights to any images or recordings taken while their pet is in our care. SCPS retains sole ownership of all such media, and pet owners waive any claims or ownership rights related to their use.
If you prefer that your pet’s photos or videos not be used for promotional purposes, please notify us in writing before services begin.
Security Cameras & Recording Devices Policy
At Space Coast Pet Services (SCPS), we respect our clients’ right to use security cameras to monitor their homes and pets. We encourage the use of these devices to help protect what matters most. However, the use of audio and video recording devices must comply with Florida law and respect the privacy of SCPS team members while performing services.
Under Chapter 934 of the Florida Statutes, also known as the “Security of Communications Act,” Florida is a two-party consent state (Section 934.03). This means that recording audio without the express consent of all parties involved is illegal and considered a third-degree felony.
Clients must disclose the presence and location of all security cameras and recording devices – hidden or visible – inside and around their home, including but not limited to:
✔ Doorbell cameras (e.g., Ring, Nest, Blink)
✔ Nanny cams
✔ Wired and wireless security cameras
✔ Webcams
✔ Smart home devices with recording capabilities (e.g., Alexa, HomeKit, Google Nest)
✔ Tablets, phones, or any other devices used for monitoring
Failing to comply with these legal requirements may result in criminal charges, civil lawsuits, and the inadmissibility of recordings in legal proceedings.
Policy Details
Disclosure Requirement
Clients are required to inform SCPS of all security cameras and recording devices on their property before services begin.
Video & Audio Recording Awareness
SCPS pet sitters understand that they may be recorded on video while performing services at a client’s home. However, audio recordings require consent from all parties involved.
Privacy Areas
To ensure the comfort and privacy of our team, cameras are strictly prohibited in the following areas:
✔ Bathrooms
✔ Any area where a staff member may reasonably expect privacy (e.g., restroom use, designated sleeping or break areas)
Use of Security Camera Footage
•Footage from security cameras should be used exclusively for personal security purposes.
•Clients may not share, publish, or distribute footage (e.g., on social media, public platforms, or with third parties) without prior written consent from SCPS.
Violation of Policy
Any failure to disclose cameras in restricted areas (such as bathrooms) or recording audio without SCPS’s knowledge violates our service agreement. SCPS reserves the right to terminate services immediately if a client is found in violation of this policy.
This policy is designed to protect the security and privacy of clients, their homes, and pets while ensuring compliance with Florida law and safeguarding our staff’s rights.
Inherent Risks of Indoor & Outdoor Play With Other Dogs
At Space Coast Pet Services (SCPS), we prioritize the safety and well-being of all pets in our care. However, it is important to understand that even with close supervision, interactions between dogs carry inherent risks.
Potential Risks:
Dogs engaging in indoor or outdoor play may experience minor injuries such as broken nails, puncture wounds, abrasions, or cuts, particularly in short-coated breeds. Additionally, while we take precautions to maintain a clean and healthy environment, the transfer of parasites or illnesses between dogs is possible and may not become apparent for several days or weeks.
Owner Responsibilities:
Pet parents are responsible for ensuring their dog’s vaccinations are up to date prior to any service provided by SCPS. While we maintain high standards of care, SCPS is not liable for any parasites, illnesses, or injuries that may be contracted before, during, or after a dog’s stay in a sitter’s home or while under our care, including during walks or in-home visits.
Medical Care Authorization:
In the event that medical attention is required, SCPS is authorized to seek veterinary care for any pet in our care as deemed necessary by a licensed veterinarian. The pet owner assumes full financial responsibility for any medical expenses incurred.
By utilizing our services, pet parents acknowledge and accept the potential risks associated with dog interactions and play while in the care of Space Coast Pet Services.
Pet Health & Hygiene Policy
Pets are expected to be clean, free of fleas, ticks, mites, and/or pests, have their nails trimmed, and be illness-free within 72 hours before the start of contracted services.
We strive to provide a safe and healthy environment for all pets in our care. By booking services with us, you agree to the following:
Pet Health & Cleanliness:
• Pets must be clean, free of fleas, ticks, mites, and other pests, and have trimmed nails.
• Pets must be illness-free for at least 72 hours before starting contracted services.
• Any vaccines administered within 72 hours of a stay must be disclosed, and vaccination records must be updated in your profile to monitor for potential adverse reactions.
Behavior Requirements for In-Home Boarding:
• Pets must have good household manners, able to rest quietly in a crate, and be friendly with other animals and people.
• Excessive or nuisance barking cannot be accommodated.
Litter Box Care:
• If litter boxes are not cleaned within 24 hours before your departure, a $40 excessive cleaning fee per box will apply.
Aggressive Behavior & Bite History:
• Pets with a history of biting humans or exhibiting unsafe behavior cannot be serviced.
• Clients must disclose all known aggressive behavior or bite history in their pet(s)’ profile before booking.
• If undisclosed behavior injures a staff member, the Client is responsible for all associated costs, including medical expenses, lost wages, and future care needs.
Vaccination Requirements:
All pets must be current on the following core vaccinations, with documentation provided before services begin:
• Canine: Rabies, Distemper, & Parvovirus. Bordatella is only required if boarding
• Feline: Rabies, Feline Panleukopenia, Feline Herpesvirus-1, Calicivirus
Healthy Dog Policy for Boarding
Space Coast Pet Services (SCPS) provides family-style boarding services exclusively for healthy and well-kept animals. However, we understand that pets can become unexpectedly ill for various reasons, including exposure to something before their stay that may present symptoms during boarding.
If your pet becomes ill, an additional fee of $25 per event will apply to address highly unsanitary conditions, such as cleaning vomit, urine, and feces inside a crate, furniture, carpet, clothing, or your pet. This fee includes bathing your pet if required and sanitizing bedding, furniture, or other affected items to maintain the health and safety of all pets in our care.
Special meals, medications, and supplies will be provided as needed, with additional charges:
• Meals: $5 per meal if purchased by SCPS.
• Other Supplies: Cost of the item plus a pet taxi fee for pickup.
To help manage unexpected illness-related costs, SCPS offers an Emergency Care Package for a flat fee, covering most illness-related charges during boarding. Coverage must be purchased before the start of services.
Space Coast Pet Services Safe Workplace Environment Policy
At Space Coast Pet Services (SCPS), we are committed to maintaining a safe, respectful, and professional work environment for all team members, clients, and the pets in our care. To ensure the well-being of all parties, the following guidelines must be followed:
Respect & Professionalism
All interactions between SCPS staff, clients, and third parties must be courteous, professional, and free from harassment, discrimination, or inappropriate behavior. We strive to create a positive and respectful atmosphere for all employees and clients.
Safe Conditions for Employees
Clients are responsible for ensuring that their home or property is safe, secure, and free from hazards before services are performed. Unsafe conditions may include, but are not limited to:
✔ Aggressive pets
✔ Unsafe environments (e.g., poor lighting, no running water, broken walkways, hoarding, or biohazards present)
✔ Unsecured firearms
✔ Presence of illegal substances
Before booking services, clients must disclose any potential safety risks, including aggressive animals or other individuals present in the home at time of service.
Aggressive or Dangerous Pets
SCPS cannot provide services for pets with a known history of aggressive or dangerous behavior. Clients must disclose any previous incidents of aggression or safety concerns in their pet’s profile before booking.
Emergency Protocols & Service Refusals
SCPS reserves the right to refuse or terminate services at any time if a staff member feels unsafe due to:
✔ Environmental hazards
✔ Aggressive pets
✔ Threatening individuals
✔ Other safety concerns
Clients will be notified immediately if services cannot be completed due to safety risks.
Zero-Tolerance Policy for Threats or Abuse
SCPS has a zero-tolerance policy for threats, violence, or abusive behavior (verbal, physical, or written) directed at employees, contractors, or staff. Any such behavior will result in the immediate termination of services, forfeiture of all monies paid, and refusal of future bookings.
Safe & Unobstructed Property Access
To ensure safe service delivery, clients must provide clear and accessible entry to their property, including:
✔ Functional and secure locks
✔ Well-lit entryways and pathways
✔ Unobstructed access to the home and pet care areas
For any questions or concerns regarding this policy, please get in touch with us at info@spacecoastpetservices.com.