Policies & FAQ

Booking & meet and greet

Every new client starts with a free meet and greet at your home before the first visit. We'll meet your pets, go over routines, feeding, medications, house access, and emergency contacts, and review these policies.

Services are confirmed once Nicole accepts your request. A booking request alone does not guarantee a visit.

Riverside Rover may decline any booking, including if a pet's needs are outside what can be safely provided.

Payment

Accepted payment methods: Venmo, Zelle, cash, or card (card invoices are sent through QuickBooks).

Payment is due at the time of service unless an invoice with a different due date has been agreed on. Holiday bookings and stays of several days may require payment in advance.

Balances more than 7 days past due may pause future bookings until paid.

Cancellations & changes

Please cancel or change regular visits at least 24 hours in advance. Cancellations with less than 24 hours' notice may be charged 50% of the scheduled visit.

Holiday bookings (Thanksgiving, the Christmas and New Year's period, Easter, Memorial Day, July 4th, and Labor Day) need at least 72 hours' notice to cancel. Later holiday cancellations may be charged in full.

If you return home early, visits already scheduled for that day may still be charged.

Holidays & extra charges

Prices may be higher on major holidays and for multiple pets, extra time, or longer travel distances. Any added charge is confirmed with you before the visit.

House access & keys

Access is set up however you're most comfortable: a key, lockbox, garage or door code, or a smart lock.

Keys and codes are kept private and used only for your scheduled visits. Keys are returned when you ask or when service ends.

Please make sure keys, codes, gates, and alarms work before you leave. If Nicole cannot get in because of a faulty lock, wrong code, or alarm issue, the visit may still be charged.

Pet health & vaccinations

Dogs and cats should be current on rabies vaccination as required by Florida law, and on other vaccines your veterinarian recommends.

Please share any medical conditions, medications, behavior concerns, and history of biting or aggression before the first visit.

Riverside Rover may decline or stop service for a pet that shows aggression or puts people or other animals at risk.

Emergencies & veterinary care

If your pet is sick or injured, Nicole will try to reach you and your emergency contact right away.

If you can't be reached, you authorize Riverside Rover to take your pet to your regular veterinarian, or the nearest emergency clinic, for care. You are responsible for all veterinary costs and any transportation time.

Nicole's veterinary technician background helps her recognize problems, but she does not diagnose or treat illness. All medical decisions are made by a licensed veterinarian and you.

Medications

Medications are given only as written on the prescription label or your veterinarian's instructions, and must be provided by you in their original containers.

Riverside Rover is not responsible for a pet refusing medication or for reactions to medication given as directed.

Limits of responsibility

Animals can be unpredictable. Riverside Rover takes reasonable care but is not responsible for illness, injury, or death from pre-existing conditions, age, or causes outside its control, or for escapes caused by gates, fences, doors, or equipment it did not install.

Riverside Rover is not responsible for damage a pet causes to your home or belongings, or for home problems (such as plumbing, power, or appliance failures) it did not cause. Anything noticed will be reported to you.

Please keep harmful items, chemicals, and valuables secured and out of a pet's reach.

Severe weather

During hurricanes, tropical storms, or other dangerous conditions, visits may be shortened, moved, or canceled for safety. Please make an emergency plan for your pets during storm season and share it before you leave.

Photos & privacy

Photo updates are sent to you every visit. With your permission, photos of your pet may be shared on Riverside Rover's social media. Your name and address are never posted. Just let Nicole know if you'd rather not.

Ending service

Either you or Riverside Rover may end service at any time. Any completed visits remain due, and keys will be returned.