WCPS Terms & Conditions

SECTION 1 — GENERAL POLICIES & SCOPE OF SERVICES
 

1.1 Introduction

These Terms & Conditions outline the policies governing all pet-care services provided by West Coast Pet Solutions (WCPS). By booking services with WCPS, the client acknowledges and agrees to these Terms & Conditions.

 

These Terms & Conditions work in conjunction with:

• the WCPS Service Contract

• completed Pet Profile Forms

• the WCPS Emergency Contact & Veterinary Authorization Form

 

Together, these documents form the complete agreement between WCPS and the client.

WCPS may update these Terms & Conditions periodically. Continued use of WCPS services constitutes acceptance of the most current version.

 

1.2 Scope of Services

WCPS provides the following services:

• in-home pet sitting

• overnight pet sitting

• dog walking

• cat visits and drop-in care

• medication administration (oral and topical only)

• enrichment activities and mental stimulation

• basic home-care tasks associated with booked services (mail collection, plant watering, lights/blinds adjustments)

 

WCPS does not provide:

• veterinary care or medical diagnostics

• injectable medication administration (unless previously agreed)

• grooming services

• training services

 

WCPS may collaborate with the client’s veterinarian or trainer when appropriate to support continuity of care.

 

1.3 Service Eligibility

Service availability is subject to:

• completion of the WCPS Service Contract

• submission of all required client and pet forms

• the pet’s behavioural and medical suitability

• the safety of the home environment

• the ability of WCPS to reasonably access the property

 

WCPS reserves the right to decline service, discontinue service, or modify service plans for safety, welfare, or legal reasons.

 

1.4 Definitions

Client — the individual booking services and agreeing to these Terms & Conditions.
WCPS — West Coast Pet Solutions.
Pet(s) — the animal(s) receiving care under WCPS services.
Booking — a confirmed service date or date range agreed upon by WCPS and the client.

 

This completes Section 1 of your Terms & Conditions.

 

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SECTION 2 — BOOKING POLICIES

 

2.1 Booking Requests

All booking requests must be submitted through approved WCPS channels, which may include:

• the WCPS website

• the WCPS New Client Inquiry Form or Returning Client Booking Form

• direct email to the WCPS administrative address (info@westcoastpetsolutions.ca)

 

WCPS does not accept bookings through text message or social media.

 

A booking request does not guarantee availability.

 

2.2 Required Client Documentation

Before services can be confirmed, the following must be completed:

• WCPS Service Contract

• Pet Profile Forms (one per pet)

• WCPS Emergency Contact & Veterinary Authorization Form

• Any updates requested by WCPS if existing information is older than 12 months

 

WCPS may decline or delay booking approval until required documentation is complete.

 

2.3 Consultations

New clients must complete:

• a free initial video chat

• an in-person consultation (fee applies)

 

Returning clients may require an updated consultation if:

• more than 12 months have passed since WCPS last saw the pet

• there are significant behavioural or medical changes

• the home environment has changed

• new pets have been added to the household

 

Consultations do not guarantee service approval.

 

2.4 Booking Confirmation

A booking is only confirmed when:

• WCPS has accepted the dates,

• all required forms are received,

• the client has approved any applicable quotes, and

• deposits or full payments (when required) have been received.

 

Until these steps are completed, the dates remain unreserved.

 

WCPS may decline bookings at its discretion, including but not limited to:

• safety concerns,

• behavioural issues outside WCPS scope,

• incompatible care expectations,

• capacity limitations,

• incomplete or inaccurate documentation.

 

2.5 Ongoing or Recurring Bookings

Clients booking recurring dog walks or scheduled visits must:

• provide advance notice of changes or cancellations,

• maintain up-to-date profile information,

• ensure consistent home access.

 

Recurring services may be paused or discontinued at WCPS discretion if safety or scheduling concerns arise.

 

2.6 Booking Priority

WCPS prioritizes:

• existing clients with up-to-date documentation,

• pets whose needs align with WCPS specialization (behavioural or medical),

• clients with consistent booking histories,

• early requests for holiday or peak seasons.

 

Submitting a booking request early does not override WCPS safety policies or capacity limits.

 

2.7 Last-Minute Booking Requests

Last-minute or urgent bookings may incur:

• a last-minute booking fee,

• full payment due at the time of booking,

• modified or restricted service availability.

 

WCPS may decline last-minute requests based on safety, scheduling, or the inability to complete required documentation in time.

 

2.8 Communication Expectations

Clients agree to:

• communicate changes in plans promptly,

• provide detailed instructions when requested,

• remain reachable during booked services,

• notify WCPS of early returns or schedule adjustments.

 

WCPS communicates through email for booking matters; day-to-day updates may be via text or shared photo album.

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SECTION 3 — PAYMENT POLICIES

 

3.1 General Payment Requirements

• Quotes must be approved before invoicing.

• Payment terms are stated on each invoice.

• All invoices must be paid by the due date indicated on the invoice.

• WCPS may require payment in full before service begins depending on booking type, date, or urgency.

 

All services provided by WCPS are subject to GST.

 

3.2 Accepted Payment Methods

WCPS accepts:

• eTransfer to info@westcoastpetsolutions.ca (preferred)

• Cash at the consultation or start of service (if pre-approved by WCPS)

 

WCPS does not accept credit card payments at this time.

 

3.3 Invoice Due Dates

• All invoices must be paid in full by the due date listed.

• Payment must be received before the start of service, unless WCPS has provided written confirmation of alternative arrangements.

• Late or missing payments may result in cancellation of the booking.

 

3.4 Deposits

Deposits may be required for:

• multi-day bookings

• overnight bookings

• holiday or peak-period bookings

• last-minute requests

 

Deposits:

• are applied toward the total service cost

• must be paid by the invoice due date

• may become non-refundable based on cancellation timelines (see Section 5)

 

3.5 Last-Minute Bookings

A booking is considered last-minute when requested fewer than 72 hours before the service start date.

 

WCPS may require:

• full payment at the time of booking

• a last-minute booking fee

• modifications or limitations to available services

 

WCPS may decline last-minute bookings at its discretion.

 

3.6 Additional Fees

Additional fees may apply for:

• supply purchases (reimbursed by the client)

• extended travel or parking fees

• excessive cleaning needs beyond standard pet-care expectations

• damage to WCPS belongings caused by pets

• key/fob return or delivery ($25 fee)

 

WCPS will notify the client when additional charges are required.

 

3.7 GST & Invoice Transparency

All invoices clearly state:

• service fees

• surcharges (if applicable)

• GST

• deposit amounts

• payment deadlines

• refundability status

 

Clients are responsible for reviewing invoice details before payment.

 

3.8 Returned or Failed Payments

If a payment fails, reverses, or is rejected:

• the booking may be placed on hold

• additional fees may apply

• WCPS may require a different payment method

 

Service may be discontinued until the client’s account is current.

 

3.9 Non-Payment

If payment is not received by the due date:

• WCPS may cancel the booking

• future bookings may require full prepayment

• WCPS may decline further services to the client

 

3.10 Price Updates

WCPS may update pricing, consultation fees, surcharges, or holiday-period rates at any time.

 

Updated pricing applies to:

• new booking requests

• unconfirmed bookings

• bookings not yet invoiced

 

Confirmed, invoiced bookings will not change unless the client modifies their service needs.

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SECTION 4 — DEPOSIT REQUIREMENTS

 

4.1 General Deposit Policies

Deposits may be required to secure bookings for:

• multi-day services

• overnight pet sitting

• holiday or peak-period dates

• last-minute or high-demand bookings

 

A deposit:

• is applied toward the total cost of service

• must be paid by the due date listed on the invoice

• may become non-refundable depending on the booking dates and cancellation timelines

 

A booking is not confirmed until the deposit is received.

 

4.2 Deposits for Standard Multi-Day or Overnight Bookings (Non-Holiday)

For non-holiday multi-day or overnight bookings:

• A deposit may be required to reserve the dates

• The deposit amount and due date will be stated in the quote and invoice

• Deposits become non-refundable inside the cancellation window described in Section 5

 

Failure to pay the deposit by the due date may result in loss of the reserved dates.

 

4.3 Holiday & Peak-Period Deposits

Holiday and peak-period bookings require higher or earlier deposits due to limited availability and high demand.

 

WCPS uses a tiered deposit system for seasonal peak and holiday dates:

• Tier 1 (Seasonal Peak): 15% surcharge applies

• Tier 2 (Holiday Peak): higher demand periods requiring earlier deposits

• Tier 3 (Special Holiday): major holidays with strict cancellation rules

• Tier 4 (Premium Holiday): extremely limited availability (e.g., December 31–January 1)

 

The deposit schedule for these bookings is:

• Deposits may be due immediately upon approval of the quote

• Final balances may be due earlier than standard bookings

• Deposits become non-refundable earlier than standard bookings (see Section 5)

 

Specific deadlines are included on holiday quotes and invoices to ensure clarity.

 

4.4 Special Holiday Deposits (Tier 4)

Special Holiday dates (including but not limited to December 24–26 and December 31–January 1) require:

• A higher deposit or

• Full payment at time of booking

 

Once paid, deposits for Special Holiday dates are typically non-refundable inside the stated cancellation window (see Section 5).

These dates may also include higher surcharges or premium holiday pricing.

 

4.5 Non-Payment of Deposits

If the deposit is not received by the required due date:

• WCPS may release the dates to other clients

• The booking may be cancelled

• Future holiday or peak bookings may require full payment upfront

 

4.6 Deposits for Last-Minute Bookings

For bookings requested fewer than 72 hours before service start:

• Full payment may be required at the time of booking

• Deposits may not be accepted as partial payment for late requests

• A last-minute booking fee may apply

 

Last-minute payments are generally non-refundable once received.

 

4.7 Application of Deposits

Deposits are applied toward:

• total service cost

• holiday/peak surcharges

• additional fees outlined in the quote or invoice

 

Deposits cannot be transferred to:

• other clients

• future bookings

• unrelated services

 

unless WCPS approves the transfer in writing.

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SECTION 5 — CANCELLATION & REFUND POLICIES

WCPS understands that plans may change. To ensure fair scheduling and availability for all clients — especially those with pets requiring specialized care — the following cancellation and refund policies apply.

These policies are enforced consistently for all bookings.

 

5.1 Standard Cancellation Policy (Single-Day Services)

Applies to dog walks, cat visits, and single-day drop-ins.

• Cancellations made 24 hours or more before the scheduled service: no charge.

• Cancellations made less than 24 hours before the scheduled service: full service charge applies.

• Same-day cancellations or early returns: no refunds for services already completed or scheduled for that day.

 

5.2 Multi-Day & Overnight Cancellations (Non-Holiday / Non-Peak)

For regular multi-day or overnight bookings:

• Cancellations made 7 days or more before service start: deposit refundable (if applicable).

• Cancellations made within 7 days of service start: deposit becomes non-refundable.

• Cancellations made within 72 hours of service start: full invoice amount is due.

• Early returns do not qualify for refunds, as time has been reserved exclusively for the client.

 

5.3 Holiday & Peak-Period Cancellations

Holiday and peak-period bookings follow a stricter cancellation schedule due to high demand and limited availability.

WCPS uses a tiered holiday/peak system:

Tier 1 – Seasonal Peak (15% surcharge)

• Cancellations 14 days or more before service start: deposit refundable.

• Cancellations within 14 days: deposit non-refundable.

• Cancellations within 7 days: full invoice amount is due.

Tier 2 – Holiday Peak

• Cancellations 30 days or more before service start: deposit refundable.

• Cancellations within 30 days: deposit non-refundable.

• Cancellations within 14 days: full invoice amount is due.

Tier 3 – Special Holiday

Includes high-demand periods such as December 24–26.

• Cancellations 60 days or more before service: deposit refundable.

• Cancellations within 60 days: deposit non-refundable.

• Cancellations within 30 days: full invoice amount is due.

Tier 4 – Premium Holiday (New Year’s Eve, New Year’s Day)

Highest-demand dates, typically with a 50% surcharge.

• Cancellations 60 days or more before service: deposit refundable.

• Cancellations within 60 days: deposit non-refundable.

• Cancellations within 30 days: full payment is due in full (no refund).

 

For all holiday/peak tiers:

• Deposits become non-refundable once inside the tier’s cutoff window.

• Full payment deadlines are shown on holiday invoices and may be earlier than standard bookings.

• WCPS may release holiday dates if payment deadlines are missed.

 

5.4 Early Returns

If a client returns home earlier than planned:

• No refunds are provided for remaining days

• WCPS is not obligated to modify the original booking

• Additional visits required after an early return may be invoiced separately

 

WCPS reserves time exclusively for each booking; early return refunds are not offered.

 

5.5 Modifications to Booking Dates

Date changes are treated as cancellations if:

• the modification shortens the service period, or

• the modification reduces the total number of booked days

 

Availability for modified dates is not guaranteed and may require a new quote.

 

5.6 Access Failure Policy

If WCPS cannot enter the home due to incorrect instructions, malfunctioning access methods, missing keys, or blocked entry:

• the visit may be considered completed and charged in full

• WCPS will make reasonable attempts to contact the client and emergency contacts

 

This policy ensures fair compensation for travel time and reserved scheduling.

 

5.7 Weather, Environmental Hazards & Service Adjustments

WCPS may modify or limit services due to:

• extreme heat or cold

• thunderstorms, ice, or unsafe walking conditions

• wildfire smoke or poor air quality

• aggressive wildlife

• unsafe neighbourhood activity

 

Modifications may include:

• shortened walks

• alternate routes

• indoor-only enrichment

• rescheduling (when possible)

 

These adjustments do not qualify for refunds or rate reductions, as the service time is still provided.

 

5.8 Illness or Injury (Pet or Human)

If a pet becomes ill or injured before service:

• the client must notify WCPS immediately

• WCPS may modify or decline service based on the pet’s condition

 

If WCPS becomes ill or injured:

• WCPS will notify the client as soon as possible

• alternate arrangements or partial refunds may be offered depending on the circumstances

• WCPS prioritizes safety and will not work while ill in a way that compromises care

 

5.9 Emergency Cancellations

In rare extenuating circumstances (hospitalization, natural disaster, mandatory evacuations):

• WCPS may waive or modify cancellation fees

• Each situation will be assessed individually

• Documentation may be required

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SECTION 6 — HOLIDAY & PEAK PERIOD POLICIES

WCPS experiences significantly higher demand during holiday and peak periods. To ensure fairness, availability, and consistent care, the following policies apply to any dates that fall within designated peak or holiday timeframes.

Holiday/peak periods may vary year to year, and WCPS will publish updated dates on the website or notify clients directly.

 

6.1 Tiered Holiday & Peak Structure

WCPS uses a four-tier system that reflects demand, availability, and sitter scheduling constraints.

Tier 1 – Seasonal Peak (15 percent surcharge)

Applies to high-demand seasonal periods where overall booking levels rise, but holiday restrictions do not apply.
Surcharge applies to all multi-day or overnight services within these dates.

Tier 2 – Holiday Peak

Applies to moderate to high holiday periods requiring early deposits and stricter cancellation timelines.
Includes common statutory holidays and long weekends.

Tier 3 – Special Holiday

Applies to major holidays and dates where demand is extremely high and sitter availability is limited.
Examples: December 24, 25, 26.

Tier 4 – Premium Holiday

Applies to the highest-demand days of the year, requiring the strictest payment and cancellation rules.
Examples: December 31 and January 1 (50 percent surcharge applies).

WCPS will publish these dates annually.

 

6.2 Surcharges

Holiday and peak-period surcharges apply as follows:

• Tier 1: 15 percent surcharge on multi-day and overnight services

• Tier 2: holiday surcharge (percentage or flat amount as published for that year)

• Tier 3: elevated holiday surcharge (published annually)

• Tier 4: premium holiday surcharge, typically 50 percent for December 31 and January 1

 

Surcharges will be included in quotes and invoices before the client approves them.

 

6.3 Deposit Requirements During Holiday & Peak Periods

Holiday and peak bookings require earlier or higher deposits.

 

Deposits:

• may be due immediately upon quote approval

• become non-refundable once inside the timeline for the applicable tier

• must be paid by the invoice due date

• may require full payment before service begins

 

WCPS may decline a holiday booking if payment deadlines are missed.

 

6.4 Payment Deadlines

Holiday and peak bookings may require payment earlier than standard services.

 

Typical structure:

• Tier 1: deposit and final payment deadlines aligned with moderate seasonal demand

• Tier 2: earlier deposit and balance deadlines

• Tier 3 & 4: full payment may be required immediately or significantly in advance

 

Exact due dates will be listed in the quote and invoice.

 

6.5 Cancellation Rules for Holiday & Peak Periods

Holiday and peak cancellations follow earlier and stricter timelines.

• Inside the deposit cutoff window: deposit becomes non-refundable

• Inside the balance cutoff window: full invoice amount may be due

• Inside 30 days for Tier 3 and Tier 4: no refunds

 

Specific rules appear in Section 5 (Cancellation & Refunds).

 

6.6 Minimum Booking Requirements

WCPS may enforce minimum booking lengths for:

• peak weekends

• statutory holidays

• December holiday periods

 

Minimums will be stated in your quote and may vary depending on location, pet needs, or sitter availability.

 

6.7 Availability Limitations During Holiday Periods

WCPS may limit:

• the number of clients accepted

• the number of pets per household

• high-risk behavioural cases

• last-minute requests

 

Priority is given to:

• returning clients

• pets with consistent care needs

• clients who book early

• pets whose needs align with WCPS specialization

 

6.8 Early Returns During Holiday or Peak Periods

No refunds or credits are provided for early returns.
WCPS reserves time exclusively for each client during these high-demand periods.

 

6.9 Modifying Holiday or Peak Bookings

Date changes during peak periods are treated as cancellations if they:

• shorten the booking

• reduce the number of days

• fall outside the originally requested date range

 

New dates may require a new quote and may not be available.

 

6.10 Payment Failure

If payment or deposit deadlines are missed:

• the booking may be cancelled

• dates may be released

• future holiday bookings may require full prepayment

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SECTION 7 — ACCESS & KEY POLICIES

WCPS requires safe, reliable access to the client’s home to provide services as scheduled.
The following policies apply to all bookings.

 

7.1 Access Instructions

Clients must provide clear and accurate home access instructions, which may include:

• door or building codes

• lockbox codes

• key or fob details

• buzzer numbers

• parking or gate instructions

 

Clients agree to update WCPS immediately if access information changes.

 

7.2 Access Tools: Keys, Fobs & Codes

WCPS accepts the following access methods:

• physical key

• fob or building access device

• door code

• garage or gate code

• lockbox access

 

Clients may choose whether WCPS:

• retains a key/fob for ongoing services, or

• returns the key/fob at the end of the booking

 

WCPS stores all keys and access devices securely.

 

7.3 Key & Fob Retention

If the client elects for WCPS to retain a key/fob:

• the key/fob will be stored securely between bookings

• the client must notify WCPS immediately of any lock or code changes

• access devices may only be used for scheduled services

 

If the client requires key/fob return:

• WCPS can leave it securely inside the home, in a lockbox, or

• the client may pick it up from WCPS, or

• WCPS can deliver it back to the client location ($25 key-return fee applies)

 

7.4 Access Failure Policy

If WCPS cannot enter the home due to any of the following:

• incorrect or outdated access instructions

• malfunctioning door, lock, gate, or keypad

• missing or deactivated key/fob

• blocked entry

• third-party interference

 

The visit may be marked as completed and charged in full.

 

WCPS will attempt to contact the client and emergency contacts to resolve the issue; however, sitter time, travel, and schedule allocation must still be compensated.

 

7.5 Building, Strata & Community Rules

It is the client's responsibility to ensure that WCPS can legally and safely access the property under all applicable:

• building bylaws

• strata rules

• rental agreements

• security or concierge protocols

 

The client agrees to notify WCPS of:

• any access restrictions

• required check-in procedures

• prohibited areas

• parking limitations

• quiet-hour or pet-related building rules

 

WCPS is not responsible for delays caused by building or strata restrictions.

 

7.6 Shared Home Access with Third Parties

Clients must disclose all individuals who may enter the home during the service period, including:

• cleaners

• contractors

• maintenance workers

• roommates

• family members

• realtors or property managers

• friends or neighbours checking the home

 

The client acknowledges that:

• WCPS is not responsible for incidents, security concerns, or damages that occur while other individuals have access to the home

• WCPS may adjust the booking if third-party access presents safety or security risks

 

Undisclosed visitors may result in service modification or cancellation.

 

7.7 Security Systems, Cameras & Alarms

Clients must disclose:

• indoor or outdoor cameras

• audio devices

• alarms or security systems

 

WCPS prohibits recording devices in any private areas the sitter uses for overnight care (bathroom, sleeping area).

Clients must provide:

• alarm codes

• instructions for arming/disarming

• troubleshooting steps

 

WCPS is not liable for false alarms triggered by malfunctioning equipment or unclear instructions.

 

7.8 Safe Access Conditions

Clients agree to maintain safe conditions for access, including:

• clear pathways

• shoveled or salted walkways in winter

• safe entry points free from hazards

• functioning lighting

• secure, non-damaged doors and locks

 

Unsafe access may result in service modification or cancellation for sitter safety.

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SECTION 8 — SAFETY & BEHAVIOUR POLICIES

WCPS is committed to providing safe, ethical, and compassionate care for every pet. To ensure safety for the sitter, pets, household, and community, the following behaviour and safety policies apply to all bookings.

 

8.1 Behavioural Disclosure Requirements

Clients must disclose all known behavioural information, including but not limited to:

• reactivity (toward dogs, people, or specific triggers)

• fear behaviours

• aggression or bite history

• resource guarding

• flight risk

• sensitivity to touch, handling, medical care, or equipment

• history of escaping or breaching enclosures

• environmental triggers (noises, doorbells, traffic, deliveries, etc.)

 

Failure to disclose behavioural information may result in:

• service modification

• cancellation of service

• additional fees for safety-related adjustments

 

For safety reasons, WCPS may decline service if a pet’s needs fall outside the sitter’s professional scope.

 

8.2 Household Pet Interactions

In multi-pet households, the client acknowledges:

• WCPS cannot supervise all pets simultaneously at every moment

• pets may interact with one another while the sitter is performing normal duties

• WCPS is not responsible for injuries or incidents caused by interactions between household pets

 

Clients must disclose:

• any history of conflict or aggression between pets

• whether pets must be separated during feeding, play, or downtime

• specific management routines required for safety

 

8.3 Equipment Requirements

Clients must provide safe, functional, and properly fitted equipment, including:

• harnesses

• collars

• leashes

• muzzles (if required)

• crate, pen, or safe confinement area (if used)

 

WCPS may modify or discontinue a walk if equipment is:

• unsafe

• damaged

• improperly fitted

• inappropriate for the pet’s behaviour or size

 

WCPS may replace a walk with indoor enrichment when safety concerns arise.

 

This does not qualify for a refund or rate reduction.

 

8.4 Use of Behavioural or Safety Tools

WCPS does not discriminate against the use of humane training tools such as:

• prong collars

• e-collars

• head halters

• safety harnesses

• muzzles

 

WCPS requires:

• confirmation that the pet has been properly trained on the equipment

• confirmation that the equipment fits correctly

• permission to use these tools as needed for safety and consistency

• the ability to decline the use of any equipment that appears unsafe, broken, or improperly fitted

 

WCPS does not provide training or introduce new tools without prior instruction from the client or their trainer.

 

8.5 Right to Modify Service for Safety

WCPS may modify the planned service if safety concerns arise, including:

• shortening a walk

• changing walking routes

• switching to indoor enrichment

• separating household pets

• confining a pet temporarily for safety

• adjusting feeding routines

• avoiding unsafe areas (construction, loose dogs, unsafe neighbours, wildlife, etc.)

 

WCPS will always act in the best interest of the pet’s welfare and overall safety.

 

8.6 Right to Refuse or Discontinue Service

WCPS may decline or discontinue service at any time if:

• the pet exhibits dangerous behaviour

• the environment becomes unsafe

• access instructions are unclear or unreliable

• the client withholds critical behavioural or medical information

• third parties enter the home unexpectedly

• equipment is unsafe

 

If service must be discontinued for safety reasons, standard cancellation fees may apply.

 

8.7 Indoor & Outdoor Safety Expectations

Clients agree to maintain a safe environment, including:

• secure fencing and gates

• safe walking routes where possible

• reasonably tidy indoor spaces for pet safety

• removal or securing of hazardous items

• working lighting for evening or overnight services

• functional heating/cooling

• safe access to food, water, and litter areas

 

WCPS may adjust service if safety concerns are discovered upon arrival.

 

8.8 Home Hazards & Toxic Items

Clients must disclose:

• toxic plants

• household chemicals

• construction or renovation hazards

• unsecured medications

• areas pets should not access

 

WCPS may temporarily relocate minor hazards to keep pets safe.

 

WCPS is not responsible for pet injury or home damage caused by undisclosed hazards.

 

8.9 Secure Handling of Pets Outdoors

WCPS will not walk pets:

• off-leash

• in unsecured areas

• using broken or unsafe equipment

• in extreme weather

• near known hazards (aggressive dogs, wildlife, unsafe individuals)

 

A pet may be transported by vehicle only in emergencies or with prior client consent.

 

8.10 WCPS Is Not a Trainer or Veterinarian

WCPS provides professional pet-sitting and behaviour-aware care but does not:

• provide training services

• diagnose medical conditions

• administer injectable medications

• provide professional behavioural modification

 

WCPS may consult with:

• the client’s veterinarian

• the client’s trainer

• industry professionals

 

when appropriate to support safe care.

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SECTION 9 — WEATHER & ENVIRONMENTAL POLICIES

WCPS prioritizes the safety and well-being of pets, the sitter, and the community. Weather and environmental conditions can require adjustments to scheduled services. These policies apply to all bookings.

 

9.1 Extreme Weather Conditions

WCPS may modify, shorten, or replace outdoor services if weather conditions pose safety risks.

 

This may include:

• extreme heat or humidity

• extreme cold

• thunderstorms

• heavy rain or wind

• ice, snow, or freezing conditions

• poor air quality (wildfire smoke, pollution)

 

WCPS will always choose the safest option for the pet at the time of service.

 

9.2 Indoor Enrichment Substitution

If outdoor walks are unsafe, WCPS may replace part or all of the walk with indoor enrichment such as:

• mental stimulation games

• scent work

• confidence and calmness exercises

• indoor play or engagement

• decompression-based activities

 

These substitutions do not qualify for a refund or rate reduction, as the sitter’s time and care are still provided.

 

9.3 Environmental Hazards

WCPS may modify or decline outdoor activities if hazards are present, including:

• aggressive wildlife (raccoons, cougars, coyotes, etc.)

• loose or aggressive dogs in the area

• unsafe individuals or neighbourhood activity

• construction zones

• debris, broken sidewalks, or unsafe terrain

 

WCPS may choose alternate routes, shorten the walk, or perform indoor enrichment as needed.

 

9.4 Heat, Snow, and Ice Restrictions

For safety and liability:

• WCPS will not walk dogs on pavement or sidewalks that are too hot for paws

• Winter walks may be shortened or avoided if sidewalks are unsafe

• De-icing salt may cause irritation; walks may be adjusted accordingly

• WCPS may request that clients provide booties or paw protection when necessary

 

If safe walking conditions cannot be met, indoor care will be provided.

 

9.5 Smoke & Air Quality Policy

WCPS follows local air quality advisories and pet-safety guidelines.

 

Walks may be reduced, limited to bathroom breaks, or replaced entirely with indoor enrichment when:

• AQI/PM2.5 levels reach unsafe ranges

• pets show signs of respiratory distress

• wildfire smoke is present or expected

 

WCPS will not compromise pet health or sitter health for regular walk duration.

 

9.6 Sitter Safety

If environmental conditions endanger sitter safety, WCPS may:

• shorten the visit

• adjust the service

• modify care routines

• or reschedule when possible

 

Service time will still be honored through safe alternatives.

 

9.7 No Refunds for Weather-Related Adjustments

Because WCPS still provides the scheduled care time through safe alternatives, weather or environmental changes do not qualify for:

• refunds

• discounts

• rate reductions

• service credits

 

WCPS will always act in the pet’s best interest and document adjustments in visit notes when appropriate.

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SECTION 10 — VETERINARY CARE & EMERGENCY PROCEDURES

WCPS is committed to acting quickly, safely, and responsibly in any pet-related emergency.
The following policies outline how veterinary decisions are handled during scheduled services.

 

10.1 Client Responsibility for Emergency Preparedness

Before service begins, the client must:

• complete the WCPS Emergency Contact & Veterinary Authorization Form

• ensure their veterinarian has any required third-party authorization forms on file

• provide accurate emergency contact information

• notify WCPS of existing medical conditions, medications, or risks

 

WCPS is not responsible for veterinary clinics that refuse to provide treatment due to missing or incomplete client-side authorization.

 

10.2 Authorization for Emergency Veterinary Care

If WCPS believes a pet requires urgent medical attention, and the client cannot be reached:

• WCPS is authorized to seek emergency veterinary care at the nearest available clinic

• The client agrees to be fully financially responsible for all veterinary costs

• WCPS may transport the pet to a clinic if safe and appropriate

• WCPS will continue attempting to contact the client and designated emergency contact

 

WCPS will always act in the pet’s best interest using reasonable judgment.

 

10.3 Non-Emergency Veterinary Care

WCPS does not make non-emergency medical decisions.

 

Non-emergency treatments (bloodwork, vaccinations, routine procedures) must only occur if:

• the client has provided written authorization, and

• WCPS has agreed to perform the transport or support service

 

WCPS may decline non-emergency vet visit requests if timing or safety concerns exist.

 

10.4 Medication Administration

WCPS provides:

• oral medication administration

• topical medication administration

 

WCPS does not administer:

• injectable medications (unless previously agreed and permitted under insurance coverage)

• subcutaneous fluids

• rectal medications

 

Clients must:

• provide veterinary instructions for all medications

• ensure doses are clearly labeled

• disclose side effects or medication timing requirements

 

WCPS is not responsible for complications arising from undisclosed medical conditions or incorrect medication information.

 

10.5 Transport Rules

WCPS may transport pets for emergency care or pre-approved appointments, provided:

• the pet is safe to transport

• the vehicle environment is safe

• travel does not compromise sitter or pet safety

 

WCPS may decline transport if a pet is aggressive, unsafe, or unmanageable.

 

Transport time may be billed at an hourly or per-visit rate depending on the situation.

 

10.6 Life-Threatening Situations

In life-threatening scenarios where immediate action is necessary:

• WCPS will take the pet to the nearest available veterinarian

• Emergency services may be used at WCPS discretion (e.g., after-hours clinics)

• The client agrees to all associated costs

 

Examples include:

• bloat symptoms

• seizures

• severe injury

• heat stroke

• collapse

• ingestion of toxic substances

• respiratory distress

 

WCPS will document observations and actions taken.

 

10.7 Illness or Injury During Service

If a pet becomes ill or injured while in WCPS care:

• WCPS will notify the client as soon as possible

• WCPS will follow the emergency form instructions unless the situation requires immediate action

• The client remains financially responsible for all medical costs

• WCPS may modify or discontinue additional services depending on the pet’s condition

 

10.8 WCPS is Not a Veterinarian

WCPS:

• does not diagnose medical conditions

• does not provide treatment beyond the scope of pet-sitting

• may consult with veterinarians for clarity or instructions

• may modify care based on veterinary recommendations

 

WCPS will implement care instructions to the best of their ability within the scope of pet-sitting services.

 

10.9 Failure to Provide Accurate Medical Information

If the client fails to disclose medical conditions, risks, or treatment requirements:

• WCPS may discontinue service

• WCPS is not liable for complications arising from undisclosed conditions

• Additional fees may apply for emergency management

 

Accurate disclosure is essential for safe and appropriate care.

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SECTION 11 — LIABILITY & HOME ENVIRONMENT POLICIES

WCPS is committed to providing safe, compassionate, and professional care.
These policies clarify the responsibilities of both WCPS and the client to ensure a safe environment for pets, the sitter, and the home.

 

11.1 Client Responsibility for Home Environment

Clients are responsible for ensuring the home environment is reasonably clean, safe, and suitable for pet care. This includes:

• secure fencing and gates

• safe access to food, water, and litter areas

• removal of known hazards

• functional lighting, heating, and cooling

• clear and safe pathways for sitter access

• safe walking routes in the surrounding area when possible

 

If conditions are unsafe, WCPS may modify or decline service.

 

11.2 Disclosure of Household Hazards

Clients must disclose any potential hazards within the home, including:

• toxic plants

• chemical cleaners or hazardous products

• construction or renovation areas

• loose wiring, unstable flooring, or unsafe structures

• escape risks (broken windows, unsecured doors, loose screens)

• aggressive wildlife commonly seen on the property

 

WCPS is not liable for incidents resulting from undisclosed hazards.

 

11.3 Household Damage Caused by Pets

WCPS is not responsible for damage caused by pets to:

• furniture

• flooring

• walls

• doors

• personal belongings

• clothing

• electronics

• household fixtures

 

Clients agree to secure valuables, fragile items, hazardous items, and restricted areas as needed.

 

11.4 Damage or Loss of WCPS Property

If a pet damages WCPS property (such as:

• clothing

• equipment

• personal items

• bags or supplies

… the client may be responsible for the cost of repair or replacement.

 

11.5 Third-Party Access & Liability

WCPS is not responsible for:

• damages

• losses

• security issues

• incidents

• missing items

… that occur while other individuals have access to the home during the service period.

 

This includes:

• cleaners

• contractors

• maintenance staff

• roommates

• family members

• neighbours

• realtors or property managers

 

Undisclosed visitors may result in service modification or cancellation.

 

11.6 Pet Health & Behaviour Disclosure

Clients are responsible for:

• providing accurate behavioural and medical information

• updating WCPS immediately with changes

• disclosing bite history, aggression, or reactivity

• disclosing flight risks or escape history

• providing safe equipment and management tools

 

WCPS is not liable for incidents caused by undisclosed behavioural or medical issues.

 

11.7 Illness, Injury, or Loss Not Caused by WCPS Negligence

WCPS is not liable for:

• illness, injury, or death resulting from pre-existing conditions

• complications from undisclosed medical issues

• age-related health events

• allergic reactions or chronic health conditions

• injury caused by another household pet

• injury or illness due to hazards within the home or property

• pet escape due to broken equipment or faulty home structures

 

WCPS will always act promptly and responsibly in emergencies (see Section 10).

 

11.8 Home Access Failure

If WCPS cannot access the home due to:

• incorrect instructions

• malfunctioning locks or keypads

• missing or invalid keys/fobs

• blocked entry

• third-party interference

 

The visit may be marked as completed and charged in full.

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11.9 Strata, Building & Community Rules

The client is responsible for ensuring WCPS can legally and safely access the property and provide services according to:

• strata bylaws

• rental agreements

• building security policies

• concierge requirements

• pet-related restrictions

 

WCPS is not liable for:

• access delays caused by building rules

• denied entry from concierge or security

• fines associated with building-specific pet rules

 

11.10 WCPS Liability Limitations

WCPS maintains liability insurance and follows industry best practices.

 

However, WCPS is not liable for:

• indirect, incidental, or consequential damages

• property damage not caused by sitter negligence

• events outside sitter control

• natural disasters, weather, or environmental hazards

• injuries caused by pet behaviour or third-party individuals

 

WCPS liability, when applicable, is limited to the value of the service fee for the affected booking.

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SECTION 12 — PRIVACY & CONFIDENTIALITY POLICIES

WCPS is committed to protecting client privacy and safeguarding personal information.
This policy outlines how client information, household details, and pet data are collected, stored, and used.

 

12.1 Collection of Information

WCPS collects only the information necessary to provide safe, high-quality care, including:

• client contact information

• home access instructions

• pet behavioural and medical information

• emergency contacts

• veterinarian details

• booking and payment records

 

Clients provide this information through:

• the WCPS Service Contract

• Pet Profile Forms

• the Emergency Contact & Veterinary Authorization Form

• booking communications

 

12.2 Use of Information

Client information is used solely to:

• provide pet-sitting, walking, and overnight services

• ensure safe and informed handling of pets

• coordinate emergency care when required

• communicate booking updates or service notes

• comply with WCPS insurance and industry best practices

 

WCPS does not sell, trade, or share client data with third parties for marketing purposes.

 

12.3 Information Storage & Security

WCPS stores client information:

• securely within approved digital systems

• with restricted access limited to WCPS operational needs

• in compliance with reasonable privacy and security practices for small businesses in British Columbia

 

WCPS is in the process of implementing expanded cybersecurity coverage to strengthen digital protections over time.

While WCPS takes precautions to safeguard information, no system is fully immune to digital risks. WCPS is not liable for unauthorized access or breaches beyond reasonable control.

 

12.4 Photos, Videos & Media

WCPS may take photos or videos of pets during service for:

• client updates

• maintaining a shared photo album

• documentation of behavioural or medical observations

 

WCPS will not post photos publicly (website, social media, marketing) without the client’s explicit consent.

 

Clients may opt out of all public-sharing at any time by notifying WCPS in writing.

 

12.5 Confidentiality Inside the Home

WCPS respects client privacy while providing care inside the home.

 

WCPS will not:

• photograph private household areas

• share details about the client’s home, property, belongings, or personal life

• access areas of the home not required for pet care

 

WCPS will only document household conditions if needed for pet safety or sitter safety (e.g., hazards, unsafe equipment), and such information remains confidential.

 

12.6 Camera & Audio Device Disclosure

Clients must disclose:

• all indoor and outdoor cameras

• any audio recording devices

• any smart home monitoring systems active during service

 

WCPS prohibits recording devices in private-use areas where the sitter sleeps or bathes.

 

Failure to disclose cameras may result in immediate service cancellation.

 

12.7 Sharing Information With Third Parties

WCPS shares client information only when necessary for:

• emergency veterinary care

• communication with the client’s designated emergency contact

• legal or insurance purposes

• coordinating with the client’s trainer or veterinarian when requested

 

WCPS does not authorize external parties to access the home unless previously disclosed by the client.

 

12.8 Client Access to Information

Clients may request:

• updates to their information

• correction of inaccurate details

• removal of non-essential stored data

 

WCPS may retain limited booking and transaction records for legal and financial compliance.

 

12.9 Continued Use as Acceptance

By using WCPS services, the client acknowledges and accepts WCPS privacy and confidentiality practices.

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SECTION 13 — MEDIA, PHOTOS & VIDEOS

WCPS may take photos or short videos of pets during scheduled services to provide updates and maintain accurate records of each visit.

 

13.1 Purpose of Photos & Videos

Photos and videos may be used for:

• client updates during service

• a shared Google Photos album provided to the client

• documenting behaviour, medical concerns, or home conditions relevant to pet safety

• maintaining service records

 

These images are used respectfully and never capture private household spaces.

 

13.2 Client Consent for Public Use

WCPS will never share pet photos publicly (marketing, website, social media, or educational content) unless the client has provided explicit written consent.

 

Clients may:

• opt out entirely

• permit only non-identifiable content

• withdraw consent at any time

 

WCPS will always honor the client’s preferences.

 

13.3 Media Storage & Access

• Photos shared with clients may remain in the shared album unless the client requests removal.

• WCPS may periodically delete older media to maintain storage limits.

• Clients are welcome to save or download any images they wish to keep.

 

13.4 No Recording Inside Private Areas

WCPS does not record inside:

• bathrooms

• the sitter’s sleeping area

• bedrooms not used for pet care

• any space designated by the client as private

 

WCPS records only what is necessary for pet updates and care documentation.

 

13.5 Client Sharing of WCPS Media

Clients may share photos taken by WCPS for personal use.

 

If a client wishes to use WCPS-taken media for business or promotional purposes, written permission is required.

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SECTION 14 — GOVERNING LAW

These Terms & Conditions, along with all services provided by West Coast Pet Solutions (WCPS), are governed by the laws of the Province of British Columbia.

 

Any disputes arising from WCPS services, agreements, or policies will fall under the jurisdiction of British Columbia courts.

If any portion of these Terms & Conditions is found to be invalid or unenforceable, all remaining sections will continue in full effect.

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SECTION 15 — AGREEMENT & UPDATES

 

15.1 Acceptance of Terms

By booking services with West Coast Pet Solutions (WCPS), the client acknowledges and agrees to these Terms & Conditions, along with:

• the WCPS Service Contract

• the Pet Profile Forms

• the Emergency Contact & Veterinary Authorization Form

• any written service quotes or invoices

 

These documents collectively form the agreement between WCPS and the client.

 

15.2 Updates to Terms & Conditions

WCPS may update or revise these Terms & Conditions at any time to reflect:

• changes in policies or procedures

• industry best practices

• legal or insurance requirements

• seasonal or operational updates

 

The most current version will always be posted on the WCPS website.

 

Clients are encouraged to review the Terms & Conditions prior to each new booking.

 

Continued use of WCPS services constitutes acceptance of the most recent version.

 

15.3 Conflicts Between Documents

If a conflict arises between:

• these Terms & Conditions,

• the WCPS Service Contract, or

• a specific written quote or invoice

…the specific, written quote or invoice takes priority for that booking.

 

All other policies remain in effect unless WCPS has provided written exception.

 

15.4 Contact for Questions

Clients may request clarification about any policy at:

info@westcoastpetsolutions.ca

 

WCPS is committed to ensuring clients feel informed, respected, and confident in their understanding of all policies.