Policies

Before booking with us or submitting a service request form, we highly recommend you browse through our most important policies below. If you have any questions on any of the policies, get in touch here and we'll be happy to clarify.

Services

Regular Phone Business Hours

Monday - Friday 10am - 6:30pm | Saturday 11am - 4pm | Sunday - Closed

Service Hours

24 Hours, 7 Days, 365 days a year

Service Windows

All visits will have a two hour window within requested scheduled time (Early Morning 8am-10am, Morning 10am-12pm, Midday 1pm-3pm, Afternoon 3pm-5pm, and Evening 6pm-8pm). If your pet is crated or needing timed medication, their visit takes priority on our schedule.

Travel Charges

Our immediate service area is within a 5 mile radius of our office in Hicksville. Anything outside of this will incur an additional $3/visit up to 7 miles, $6/visit up to 9 miles, $10/visit up to 12 miles, and $15/visit up to 15 miles.

Pet Sitting Visits

Cats and exotic pets require a visit at least once per day, but we can visit them more often if you would like.

Key Requirements

We require at least one key to your home while your pets are in our care. We do not allow a door to be left unlocked for safety and insurance purposes.

Complimentary Consultation

The first meeting is complimentary. If a second consultation is requested for any reason, we would be happy to come by, and it will be charged at the regular visit rate.

Payments

Payments in full are required on or before the first day of service rendered. We accept cash, checks and all major credit cards.

Holidays

A major holiday fee of $10 per day applies on New Year's Day, Easter, Memorial Day, Independence Day, Labor Day, and Thanksgiving Day, Christmas Eve, Christmas Day and New Year's Eve.

Late Payments/Returned Checks

We require all payments to be made prior to or on the date of your first service/departure. If your invoice is not paid within 7 days of return home, a late fee of $15 will be charged. If your check is returned, a fee of $25 will apply in addition to any bank fees Bird Girl Pet Services LLC may incur.

Cancellation Fees

Boarding Cancellation Fee: $50 per pet

Pet Sitting Cancellation Fee: 50% of entirety of booking

Non-holiday: Less than 14 full days’ notice

Holiday: Less than 30 full days’ notice

All cancellation fees will be invoiced upon cancellation. Payment is due in full within 7 days.

Drop Offs & Pick Ups for Boarding

ALL DROP OFFS AND PICKS UPS ARE BY APPOINTMENT ONLY.

Drop Off/Pick Up appointments are available during the following hours:

Monday - Friday: 10am-6pm
Saturday - Sunday: 11am-4pm

UPON ARRIVAL: Please send a text to 516-902-2423.

If you arrive before your scheduled appointment time, please text and I’ll be with you as soon as possible.
If you arrive after your 30-minute appointment window, your pet may be asked to spend an extra night at your expense. Pick up will be rescheduled for the following day.
If you are running late, please reach out immediately for instructions.
Please park on the street. Do not use or park in the driveway.

Inclement Weather Policy

During the winter months, snow and ice can create hazardous conditions that make it difficult for us to access homes safely. To ensure uninterrupted and safe pet care, we require the following snow removal measures from our clients:

Client Responsibilities:

Clear Walkways & Driveways – Clients must ensure that a safe, shoveled, and de-iced path is available from the street or driveway to the entrance of their home. This includes steps, porches, and any additional access points needed for pet care.
Snow Removal Arrangements – If a client is out of town, they must arrange for snow removal services before leaving. If heavy snowfall is expected during their absence, they should have a plan for continued snow and ice management.
Emergency Contact for Inclement Weather Issues – Clients should provide an emergency contact (such as a neighbor or snow removal service) who can assist with clearing access if unexpected snowfall occurs while they are away.

Bird Girl Pet Services LLC Responsibilities:

If we arrive and find unsafe conditions due to snow or ice, we will attempt to contact the client or their emergency contact for immediate resolution.
If access remains unsafe, we may adjust the service or, in extreme cases, be unable to complete the visit. No refunds will be issued for missed visits due to lack of safe access.
We will make reasonable efforts to navigate snow-covered areas but reserve the right to decline service if conditions pose a significant safety risk.

By booking services with Bird Girl Pet Services LLC during winter months, clients acknowledge and agree to uphold these snow removal responsibilities to ensure the safety of their pets and our team.