House Call Policies & Procedures
Scheduling:
I (Pet Parent) understand that in order to be considered for house call services my pet needs to be on a monthly schedule.
Pet Parents on the schedule prior to January 2021 are no longer grandfathered into their set appointment rotation as of January 1st, 2022.
Because house call services come with many variables, your pet’s appointment time will be set within a two-hour range. If your pet’s appointment time is at 1 PM, Nailed It Denver could arrive as early as 12 PM and as late as 2 PM. Nailed It Denver cannot guarantee a specific arrival time and expects your pet to be accessible within the entirety of that two-hour window. Think of us like the cable guy! Nailed It Denver will always try to arrive as close to your appointment time as possible, but Nailed It Denver will always take their time and never rush a pet and compromise safety for the sake of keeping to a schedule.
Your (Pet Parent) digital appointment reminder will outline this two-hour window when sent to your phone and/or email within the 48-hour window before your appointment. Specific times and dates cannot be accommodated due to the variable nature of mobile services.
When Nailed it Denver is on the way they will send an eta message. When Nailed it Denver arrives they will send an arrival text. Nailed It Denver will not ring your doorbell to avoid riling up and/or spooking your pet(s). If a point of entry is not provided prior and no one comes to greet Nailed It Denver we will wait for a total of 15 minutes before departure. In the event, service cannot be provided due to the inability to access your pet(s) the Pet Parent’s card will be charged for the full amount of service.
Nailed It Denver reserves the right to reschedule appointments due to inclement weather and/or unsafe travel conditions, vehicle malfunctions, and/or illness/injury. Nailed It Denver will make every effort to notify you as soon as they decide that they must reschedule a pet’s appointment. Nailed It Denver does not take the decision to reschedule your pet lightly, and if they must reschedule, your appointment will be given high priority. Nailed It Denver makes these scheduling decisions with everyone’s safety in mind, and they appreciate your understanding.
Cancellation Policy:
I (Pet Parent) understand a credit card on file is required to acquire service.
I (Pet Parent) understand that my time slot is spoken for and no one else may book an appointment during that time. Therefore, a non-refundable fee of 100% of the total cost of my appointment is due when I secure my appointment slot. After I pay the deposit for my first appointment, my pet’s recurring monthly appointment will be added to the route for the entirety of the current calendar year and shared with me. Nailed It Denver understands life happens but if a Pet Parent cancels within the 48-hour window or if their pet is inaccessible, Nailed It Denver reserves the right to keep the non-refundable deposit on file, which is 100% of the cost of the service, as a cancellation fee. If there is no deposit on file, this charge is incurred immediately to the card on file upon the appointment being canceled/rescheduled within the 48-hour window.
Your pet’s digital appointment reminder will be sent to your (Pet Parent) phone and/or email within a 48-hour window. Once sent, Nailed It Denver’s cancellation policy applies.
I (Pet Parent) understand if I cancel or reschedule an appointment 48-hours or more before my pet’s appointment, no fee will be applied. Nailed It Denver cannot guarantee availability for rescheduled appointments within a certain time frame and in most cases, the pet will need to wait until the next scheduled appointment. This includes appointments with multiple pets when one pet may need to skip an appointment due to illness, injury, emergency, or recent vet/grooming appointment and/or failure to contain the pet for their appointment slot. If the pet is hiding, every attempt to scoop a small pet from under furniture will be made but Nailed It Denver cannot run behind schedule for an uncontained pet. Nailed It Denver suggests closing doors and/or containing/leashing nervous pets before your arrival window.
I (Pet Parent) understand that all reschedule and/or cancelation requests need to come through the Nailed It text line (703)592-6926. All texts and/or emails that aren’t received via the Nailed it text line will not be considered.
Turn-Key Service:
(Service provided when you are away)
Nailed It Denver cannot accommodate house call services for pets who cannot eventually be acclimated to turn-key services. Thank you for your understanding.
Pets on the schedule prior to January 2021 are grandfathered into their set appointment accommodations.
If a Pet Parent will not be home at the time of their pet’s appointment, they may leave a key or code and cash payment (if necessary) so Nailed It Denver can provide the pet’s nail trim service while they are out. If a pet is difficult to catch, Nailed It Denver will ask that doors be closed, pet(s) be crated, or kept in a small room where they can’t hide. Failure to do so and/or Nailed It Denver’s inability to safely catch a pet will result in a full appointment fee.
Nailed It Denver is not liable for any unreasonable damage which may result from turn-key services.
Nailed It Denver is not liable for any loss or damage in the event of a burglary or other crime that should occur while under this contract. Pet Parent agrees to secure the home prior to leaving the premises. Nailed It Denver will re-secure the home to the best of their ability at the end of each visit. While keys are in the possession of Nailed It Denver, they will be either on the technician’s physical person or be properly stored in an undisclosed location, or be stored in the lockbox at the end of each visit if one is provided by the Pet Parent. Nailed It Denver will never ask for or require a personal copy of a pet parent’s key to obtain service nor will Nailed It Denver take keys off the premises.
Environment:
I (Pet Parent) understand that If anyone in my household has been sick recently, Nailed It Denver needs to be notified so they may take appropriate precautions. Nailed It Denver will cancel and/or reschedule an appointment due to illness in the household, as our main concern is to not spread illness to our clients and staff who have compromised immune systems.
I (Pet Parent) understand that during the pandemic protocol, Nailed It Denver requires Pet Parents to wear masks fully over noses and mouths while staff is on the premises. If a Pet Parent is unable to wear a mask due to medical conditions we ask that a different member of the household assist staff members and unmasked persons maintaining a 6 foot or greater distance.
I (Pet Parent) understand that to ensure each of my pets’ safety that I need to make sure my pet(s) is properly secured as a Nailed It Denver employee enters through doors, gates, and/or yards to prevent the pet(s) from escaping. A loose pet puts Nailed It Denver’s entire operation on pause.
I (Pet Parent) understand that during the pandemic protocol, Nailed It Denver will enter my home as long as 6ft social distancing practices are adhered to when outdoor airflow is unavailable.
I (Pet Parent) understand that during pandemic protocol if a Pet Parent is required to assist with services, Nailed It Denver will provide services on back porches, in garages, and/or in backyards to ensure open airflow during service. Nailed It Denver will not provide services on front porches in order to eliminate the risk of pets getting loose.
I (Pet Parent) understand outside of pandemic protocol, services are provided in your bathroom unless your pet cannot fit or cannot safely be coaxed in. This is for everyone’s safety. When routes of escape are eliminated the nail trim process goes more smoothly.
I (Pet Parent) understand while Nailed It Denver provides service, it is expected that the surrounding environment is calm and that any doors stay closed throughout the duration of service. Too much excitement or stimulation for the pet can make it difficult/unsafe to work with them. Pet Parents are welcome to stay in the room and/or chat with Nailed It Denver but must stay for the entire service. Nailed It Denver asks that children under the age of 12 be occupied elsewhere while we work with your pet. If Nailed It Denver deems the environment to be too distracting for the pet to proceed, they reserve the right to halt service. In the event that Nailed It Denver halts service, full payment is still due.
I (Pet Parent) understand that if the home service is provided in an indoor smoking household (cigarettes) staff has the right to refuse entry, halt service, and/or provide services outdoors.
I (Pet Parent) understand I must refrain from scolding/spanking my pet while Nailed It Denver works with them. If Nailed It Denver feels as though the pet parent is getting too hostile with their pet they reserve the right to halt service. Full payment for the service is still due.
I (Pet Parent) understand I must refrain from using my cell phone if I am involved with keeping my pet calm during the nail trim process.
I (Pet Parent) understand if a Nailed It staff member suffers an injury through no fault of their own, I agree to cover all co-payments and medical bills not covered by their insurance. I also agree to cover any equipment damage caused by my pet, myself, family, or friends.
I (Pet Parent) understand and agree to waive Nailed It Denver’s liability in the event I am injured in the process of assisting with service.
Parking:
I (Pet Parent) understand if a Nailed It Denver staff member is required to pay for parking to provide services at my residence that a fee will be added to my bill to cover parking costs.
Injury:
I (Pet Parent) understand Nailed It Denver is fully insured, and should my pet suffer an injury that is determined to be at Nailed It Denver’s fault, they will reimburse all related veterinary expenses. Nailed It Denver reserves the right to speak directly with the pet(s) veterinarian and will require a physical, itemized copy of the bill before reimbursing any expenses.
Discontinuing Services:
I (Pet Parent) understand Nailed it Denver takes the utmost caution with all pets and reserves the right to halt a nail trim at any point and refer to a full service groomer and/or veterinarian.
I (Pet Parent) understand Nailed It Denver reserves the right to discontinue service and refer to a groomer/veterinarian at any time and payment for that visit is still required.
Payment:
I (Pet Parent) understand payment is accepted via cash or card. A 50% deposit is required to secure a pet’s first appointment and a credit card is required to be on file to maintain service. Payment is due immediately after service is rendered. Nailed It Denver will never run your card without proper notification and all charges will be within the parameters of this contract. If paying by cash, please have the correct amount ready. Nailed It Denver does not carry change and does not accept checks.
I (Pet Parent) understand if payment is unable to be processed at the time of service, an additional $5 fee will be added to the appointment charge. Full payment is due by the end of the service date of the pet’s appointment. Failure to do so will result in a halt in all future services and delinquent payments will be sent to collections.
Behavior:
I (Pet Parent) understand that if my pet attempts to bite during their appointment that the nail trim may not be finished and I am still required to provide full payment.
I (Pet Parent) understand that my pet is required to stay on a monthly schedule to maintain their spot on the route.
I (Pet Parent) understand that not all service areas are available for appointments more than monthly.
Although Nailed It Denver will take all possible precautions during the nail trim process, I acknowledge that medical emergencies may arise due to the stress of nail trims and I agree not to hold Nailed It Denver and/or its employees responsible for adverse reactions.
Senior 8+ years:
I (Pet Parent) understand that if my pet is a senior (8+ years of age) that the nail trim process may be stressful and may exacerbate any pre-existing medical conditions my pet may have.
Nailed It Denver takes all possible precautions during the nail trim process and attempts to keep your pet as calm and comfortable as possible. I (Pet Parent) recognize that the stress of the nail trim process may initiate unforeseen problems in my pet and I (Pet Parent) agree not to hold Nailed It Denver and/or its employees responsible for adverse reactions.
Special Needs:
I (Pet Parent) understand if my pet has any special conditions it is important that I fully disclose these conditions to Nailed It Denver. The nail trim process may be stressful and exacerbate any medical conditions your pet may have.
I (Pet Parent) agree to disclose any special conditions my pet may have before services are administered.
Although Nailed It Denver will take all possible precautions during the nail trim process, I (Pet Parent) acknowledge that medical emergencies may arise due to the stress of nail trims and I (Pet Parent) agree not to hold Nailed It Denver and/or employees responsible for adverse reactions.
Additional Services
I (Pet Parent) understand that as of January 2022 ear cleaning, teeth gel, and paw balm services are no longer complementary and are an additional fee.
Small Animals
I (Pet Parent) understand that small animals are more sensitive. If my pet seems stressed during its nail trim the nail trim may not be finished. I (Pet Parent) understand that I (Pet Parent) will still be required to provide full payment in the event that the nail trim cannot be completed.
Although Nailed It Denver will take all possible precautions during the nail trim process, I (Pet Parent) acknowledge that medical emergencies may arise due to the stress of nail trims. I agree not to hold Nailed It Denver and/or employees responsible for adverse reactions.
Misc:
I (Pet Parent) authorize Nailed It Denver to take photos of my pet for their files, website, social media, and advertising purposes. All photos are property of Nailed It Denver.
I (Pet Parent) understand that Nailed It Denver will never sell my information to third parties, but I will receive occasional text messages and emails from Nailed It Denver.
Legal:
I (Pet Parent) understand that any disagreements that cannot be settled are to be sent through mediation and then arbitration.
I (Pet Parent) understand by confirming a house call appointment and signing this document with Nailed It Denver, I (Pet Parent) acknowledge that I have read and understood the above conditions and agree they will apply to all future services for my pet(s).