TERMS of SERVICE

-SERVICE & PET CARE-

Grala Pet Care Group is committed to providing safe, thoughtful, relationship-based care while maintaining the highest standards of professionalism for every canine client. The following policies establish the responsibilities of both the Client and Grala Pet Care Group and help ensure that services are delivered safely, consistently, and in the best interest of your dog.

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Standard of Care & Liability: While every reasonable precaution will be taken to protect your dog and property, Grala Pet Care Group is not responsible for the sickness, injury, escape, loss, accident, or death of a pet unless caused by the direct negligence or willful misconduct of Grala Pet Care Group or one of its Certified Canine Enrichment Specialists.​

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Outdoor Safety & Environment:  Grala Pet Care Group does not provide services for dogs that live exclusively outdoors or are routinely left outdoors for extended periods during extreme temperatures or severe weather conditions. All enrichment services are designed to be provided in a safe environment that supports your dog's physical comfort and emotional wellbeing.​

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Yard & Gate Security:  Dogs with access to a dog door may only utilize outdoor areas that are fully enclosed by a secure physical fence.  If an outdoor gate is found unsecured, Grala Pet Care Group reserves the right to temporarily secure the gate during the appointment to help prevent accidental escapes. ​For properties without a fully fenced yard, dogs will remain on a secure leash or long line whenever outdoors. 

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To ensure maximum safety and control during walks, retractable leashes are not permitted during any Grala Pet Care Group appointment.  A standard, fixed-length leash is required for all walks to reduce the risk of sudden injuries, equipment failure, and delayed reaction times in public spaces.

Electronic Collars: For the safety and emotional wellbeing of the dog, electric or "shock" collars will be removed for the duration of the appointment to reduce stress and anxiety, which can often be triggered by these devices. This helps reduce the risk of injury and unexpected escapes caused by fear-related responses.

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For any time spent outside or on a leash, the shock collar will be replaced with a properly fitted standard flat collar, harness, or other force-free equipment supplied by the Client. If proper secondary equipment is unavailable, Grala Pet Care Group will use our own safe, force-free walking gear to provide a secure, slip-proof handling experience.​

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Fear Free® Handling & Bite Prevention:  Grala Pet Care Group follows Fear Free® principles whenever possible and reserves the right to utilize appropriate, humane handling techniques and safety equipment—including leashes, basket muzzles, towel wraps, or similar tools—when necessary to protect the safety of your dog, our Specialists, or the public.​

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If, at any time, a Specialist determines that continuing the appointment would place the dog or anyone involved at unnecessary risk, the appointment may be modified, paused, or discontinued. When appropriate, Grala Pet Care Group will discuss recommendations such as a more gradual introduction process, additional Client-present appointments, or other accommodations that better support your dog's success.

Emergency Care & Veterinary Authorization:
In the event of a medical emergency, Grala Pet Care Group will first attempt to contact the Client, followed by the designated Emergency Pet Guardians. If no authorized individual can be reached, the Client authorizes Grala Pet Care Group to obtain emergency veterinary care on the dog's behalf, with all veterinary expenses remaining the responsibility of the Client.​

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Grala Pet Care Group is not responsible for complications arising from pre-existing medical conditions or from veterinary treatment provided by licensed veterinary professionals.​

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Emergency Pet Guardians:  The Client agrees to designate at least two (2) local Emergency Pet Guardians who have immediate access to the home and are willing to assume responsibility for the dog should an emergency, severe weather event, or other unforeseen circumstance prevent Grala Pet Care Group from safely providing scheduled services.

 

 

-VACCINATIONS & HEALTH REQUIREMENTS-

The health and safety of every dog in our care depends on maintaining appropriate vaccination records, communicating health concerns promptly, and helping prevent the spread of contagious disease. The following policies help protect your dog, other canine clients, and our Certified Canine Enrichment Specialists.

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Vaccination Requirements:  For the safety of every dog in our care, Grala Pet Care Group requires all dogs to be up-to-date on Rabies and DAPP (Distemper, Adenovirus, Parainfluenza, and Parvovirus) vaccinations. 

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Medical Waivers:  If a dog is not vaccinated due to age or underlying health conditions, a written medical waiver from their veterinarian is required.

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Verification of Records:  Proof of required vaccinations or approved medical waivers must be provided before the Initial Consultation & Assessment or prior to the start of any services.

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Additional Household Pets:  The Client understands that the health of all animals residing within the household may impact the safety of Grala Pet Care Group's Specialists and other canine clients. Accordingly, all household pets must comply with the applicable health and safety standards outlined in this Agreement, including vaccination requirements (when appropriate for their species), parasite prevention, and contagious and zoonotic disease policies, regardless of whether Grala Pet Care Group is providing services for those animals.

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The Client agrees to disclose any known health condition affecting another household pet that could reasonably pose a risk to our Specialists or to other animals cared for by Grala Pet Care Group. This policy helps reduce the risk of disease transmission while protecting every canine client, every household we enter, and every Certified Canine Enrichment Specialist.​

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Parasite Prevention:  All dogs must be on an effective form of flea and tick control. If a flea or tick infestation is detected, Grala Pet Care Group will be unable to provide service until the infestation has been eliminated. This policy helps protect every dog in our care by reducing the risk of cross-contamination.

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Zoonotic & Contagious Disease Disclosure:  At the time this Agreement is signed, the Client confirms that no pet residing within the household has any known or suspected contagious, infectious, parasitic, or zoonotic disease (including, but not limited to, Ringworm or Sarcoptic Mange) that could reasonably pose a risk to Grala Pet Care Group, our Specialists, or other animals in our care.

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The Client further agrees to notify Grala Pet Care Group immediately if any household pet is subsequently diagnosed with—or reasonably suspected of having—a contagious, infectious, parasitic, or zoonotic condition before or during the course of services.

 

Services may be postponed, modified, or temporarily suspended until the risk of transmission has been appropriately addressed and, when applicable, veterinary clearance has been provided.

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Veterinary Recommendations:  Grala Pet Care Group reserves the right to postpone, modify, or discontinue services whenever, in our professional judgment, a dog's medical condition appears to require veterinary evaluation before enrichment activities can safely continue. This decision will always be made with the dog's safety and wellbeing as the highest priority.

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Health Changes:  The Client agrees to keep their dog's profile in the Time To Pet Client Portal current and notify Grala Pet Care Group of any significant health changes, new medications, surgeries, injuries, behavioral changes, or veterinary restrictions prior to the next scheduled appointment.

 

 

-INITIAL CONSULTATION & ASSESSMENT-

Every new relationship with Grala Pet Care Group begins with a complimentary one-hour Initial Consultation & Assessment (excluding Client Coaching sessions). This meeting allows us to learn about your dog's personality, routines, physical abilities, emotional wellbeing, sensory needs, and enrichment preferences while determining whether our specialized practice is the right fit for your family.

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To allow sufficient time for professional planning and preparation, the Initial Consultation & Assessment must be scheduled at least ten (10) days prior to the start of your first scheduled session.

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Profile Completion:  Before your consultation, you'll receive a welcome email inviting you to create your Time To Pet Client Portal. The "My Info" and "Pets" sections—including contact information, Emergency Pet Guardians, veterinary information, medical history, medications, and care instructions—must be completed no later than three (3) business days before your consultation to allow adequate time for professional review.

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The Assessment:  During the in-home consultation, we'll discuss your dog's daily routine, personality, medical history, sensory changes, mobility, behavioral concerns, enrichment interests, and any factors contributing to fear, anxiety, or stress.

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We'll also observe your dog's body language, comfort level, communication style, and interactions within their home environment. Depending on your dog's pace and comfort, we may introduce gentle enrichment activities, scent exploration, quiet companionship, or a brief neighborhood stroll to begin establishing a positive relationship.

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This assessment provides the foundation for determining the most appropriate services, session frequency, and individualized enrichment approach to best support your dog's emotional wellbeing, confidence, comfort, and quality of life.

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Individualized Enrichment Planning:  Following the assessment, Grala Pet Care Group will determine whether our practice is an appropriate fit and, if services move forward, develop an individualized Enrichment Plan based on your dog's unique needs, personality, physical abilities, routines, and goals.

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As we continue building a relationship with your dog, recommendations may naturally evolve to reflect changes in health, mobility, confidence, cognitive function, or lifestyle.

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Key Collection & Management:  To ensure reliable access and uninterrupted care, Grala Pet Care Group requires two (2) physical copies of your house key at the time of the consultation.

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These keys are maintained under our Key-on-File Program, with one key securely stored as an emergency backup. Grala Pet Care Group does not utilize client lockboxes.

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Maintaining keys on file allows us to respond promptly to emergencies, unexpected schedule changes, or other situations where timely access is necessary for your dog's wellbeing.

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Required Documentation:  During this meeting, Grala Pet Care Group will verify that all required documents—including the Emergency Veterinary Treatment & Financial Authorization and Terms of Service—have been electronically completed through the Time To Pet Client Portal. All required documents must be completed before any services can be scheduled or provided.

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Practice Compatibility:  The Initial Consultation & Assessment also allows both the Client and Grala Pet Care Group to determine whether our practice is the right long-term fit.

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Our goal is to build lasting relationships with families whose dogs can be safely and successfully supported through our specialized enrichment services. If we determine that a dog's needs fall outside the scope of our practice, cannot be safely accommodated, or would be better served by another qualified professional, Grala Pet Care Group reserves the right to respectfully decline services and, whenever possible, recommend an appropriate alternative resource.

-HOME ACCESS & KEY MANAGEMENT-

Because many of our clients rely on consistent, scheduled care, uninterrupted access to the home is essential. Delays in gaining entry may affect not only your dog's appointment, but also the care provided to other families throughout the day.

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To ensure every scheduled session begins safely and on time, Grala Pet Care Group maintains standardized home access procedures for all Client families. The following policies help protect your dog's routine, the security of your home, and the continuity of care our practice provides.

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Key-on-File Program: To ensure dependable, uninterrupted access during every scheduled appointment, Grala Pet Care Group requires two (2) physical copies of your house key during the Initial Consultation & Assessment. One key will serve as the primary service key, while the second will be securely stored in a locked safe as an emergency backup.

 

Physical keys are required for all clients, including homes equipped with electronic locks, keypad systems, or smart home entry devices.

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Security: Keys are stored using a confidential coding system without identifying names or property addresses.

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Approved Access Methods: Grala Pet Care Group does not utilize client lockboxes, hidden keys, or unsecured entry methods. This ensures that access is never compromised by third parties (contractors, cleaners, or family) failing to return a key to its designated spot. 

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Electronic Entry Systems: Clients utilizing electronic locks, smart locks, keypad entry systems, garage door openers, or other electronic access methods are responsible for ensuring these systems remain operational throughout scheduled services. Backup entry instructions should be provided whenever possible in the event of power outages, battery failure, internet disruption, or equipment malfunction. Any changes to electronic access codes or other access information must be provided to Grala Pet Care Group before the next scheduled appointment.

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Access Failure: If Grala Pet Care Group is unable to gain entry to the home due to a non-functioning key, lock malfunction, incorrect or changed access code, alarm issue, electronic entry failure, or any other access-related problem, we will immediately attempt to contact the Client followed by the designated Emergency Pet Guardians to resolve the issue.

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Clients are responsible for ensuring that all keys, access codes, garage codes, alarm information, and other approved entry methods remain current, accurate, and functional throughout the duration of services. If locks are changed, electronic access codes are updated, or entry methods are modified, Grala Pet Care Group must receive the updated information prior to the next scheduled session.

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Unable to Access Home: If Grala Pet Care Group is unable to access the home using the approved entry method, we will make reasonable efforts for up to fifteen (15) minutes to contact the Client and/or designated Emergency Pet Guardians to resolve the issue.

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If, after that time, Grala Pet Care Group is still unable to gain access, the scheduled session will be cancelled to preserve the remainder of the day's schedule for our other Client families, and the full service fee will be forfeited.

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It is the Client's responsibility to ensure that timely access to the home is available for every scheduled appointment.

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Key Return Requests: Should you need keys returned outside of a regularly scheduled visit, a “Key Return Fee” based on travel time (minimum 30 minutes at the Standard Hourly Rate) applies.

 

-INDOOR CAMERAS AND PRIVACY-

Many families utilize indoor security cameras and pet monitoring devices for the safety of their homes and pets. Grala Pet Care Group fully respects a Client's right to monitor their home while also maintaining a professional environment that protects the privacy, dignity, and safety of both our Specialists and the families we serve.

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The following policies help establish clear expectations regarding the use of indoor cameras and recorded content.

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Disclosure: The Client agrees to disclose the location of all indoor security cameras, pet cameras, and audio/video recording devices prior to the Initial Consultation & Assessment. Cameras may remain in operation during scheduled services provided they are used in accordance with this Agreement.

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Audio/Video Recording: Security recordings intended for personal household monitoring are permitted. However, recordings or images of Grala Pet Care Group, its Specialists, or services may not be publicly shared, broadcast, posted on social media, or used for commercial purposes without the express written consent of Grala Pet Care Group.

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Restricted Areas: Recording devices may not be placed in bathrooms or any location where a reasonable expectation of personal privacy exists.

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Undisclosed Recording Devices: The intentional concealment of indoor recording devices or audio recording equipment may be considered a breach of this Agreement and may result in the suspension or termination of services.

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Fear Free® Care: Clients acknowledge that Fear Free® handling often includes slower introductions, quiet observation, pauses in interaction, and individualized enrichment techniques that may appear different from traditional pet care when viewed on camera. These methods are intentional and are designed to reduce fear, anxiety, and stress while supporting each dog's emotional wellbeing. We welcome questions regarding any observed care and encourage Clients to discuss them directly with Grala Pet Care Group.

 

-HOME SECURITY & THIRD-PARTY ACCESS-
 

To provide a safe, predictable, and low-stress environment for every pet, Grala Pet Care Group requires advance disclosure of any individuals expected to be present on the property during scheduled appointments, including family members, house cleaners, contractors, landscapers, or other service providers.

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These policies help protect your pet, your home, and the safety of our Specialists while maintaining the calm environment many of our canine clients require.

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Expected Visitors: The Client agrees to notify Grala Pet Care Group in advance whenever another person is expected to be present during a scheduled appointment.

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Advance notice allows our Specialists to safely identify expected individuals and helps prevent unnecessary interruptions or safety concerns during care.

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Unexpected or Undisclosed Individuals: If a Specialist encounters an unidentified or undisclosed individual on the property and cannot reasonably verify the individual's identity or reason for being on the property, Grala Pet Care Group reserves the right to immediately leave the premises.

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When appropriate, reasonable efforts will be made to contact the Client before ending the appointment. If the situation cannot be safely resolved, local law enforcement may be contacted if necessary to protect the safety of our Specialist.

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Quiet Care Environment: Because Grala Pet Care Group specializes in caring for senior dogs, anxious companions, and and dogs experiencing vision or hearing loss, we strongly encourage Clients to minimize unnecessary activity inside the home during scheduled sessions whenever possible.

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Reducing household activity helps maintain the calm, predictable environment many dogs require for successful enrichment and Fear Free® care.

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Home Security: The Client is responsible for ensuring that doors, gates, alarm systems, and other home security features are functioning properly prior to each scheduled appointment.

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Grala Pet Care Group is not responsible for the security of the property or the safety of pets if unauthorized individuals enter the home or if other persons are granted access during scheduled services.

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Right to Suspend or End a Session: If at any time a Specialist reasonably believes that the safety of themselves, the pet, or the home has been compromised, Grala Pet Care Group reserves the right to immediately suspend or terminate the appointment.

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Appointments that are suspended or terminated due to undisclosed individuals, unsafe conditions, or security concerns are considered completed appointments and are not eligible for a refund.

-LIABILITY & PROPERTY CARE-

Property Damage: Grala Pet Care Group shall not be liable for loss or damage to the Client's property unless such damage results directly from the gross negligence or willful misconduct of Grala Pet Care Group or one of its Specialists.

 

This includes, but is not limited to, damages resulting from a home break-in or the actions of a pet (such as urinating, defecating, digging, scratching, or chewing).

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Pet Waste & Cleaning: Grala Pet Care Group will make every reasonable effort to clean up after a pet within the allotted service time. However, the Client is responsible for providing all necessary cleaning supplies (enzyme cleaners, paper towels, etc.) and designating their location. While every reasonable effort will be made to clean affected areas during the scheduled session, Grala Pet Care Group cannot guarantee the complete removal of stains or odors.

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Home Maintenance: Grala Pet Care Group is not responsible for damage to the property caused by faulty utilities, plumbing issues, or structural defects existing within the home.
 

Household Emergencies & Crisis Protocol: In the event of a sudden, critical household emergency while a Grala Pet Care Group Specialist is on the premises (including, but not limited to, fire, structural collapse, severe flooding from burst pipes, gas leaks, or total utility failure), the immediate physical safety of all household pets present in the home will be our highest priority.

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When it is safe to do so, Grala Pet Care Group will take reasonable emergency measures to protect and evacuate household pets from immediate danger. These efforts extend to all household pets present in the home—not solely the pet(s) scheduled to receive services that day.

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• Evacuation & Transport: Grala Pet Care Group is authorized to immediately evacuate any household pets that can be safely removed from the home. If necessary, those pets may be transported to a safe secondary location, including the home of one of the designated Emergency Pet Guardians, a local veterinary hospital, or a professional boarding facility.
   

• Notification Sequence: Once the household pets have been removed from immediate danger and secured, Grala Pet Care Group will contact emergency services (911), when appropriate, followed immediately by the Client and then the designated Emergency Pet Guardians.
   

• Transfer of Custody: If the home is rendered uninhabitable and the Client cannot be reached, the Client authorizes Grala Pet Care Group to immediately transfer the care, custody, and control of the household pets to the designated Emergency Pet Guardian.
   

• Financial & Property Liability: The Client assumes full financial responsibility for any emergency boarding, transport, or veterinary costs incurred during a household crisis. Grala Pet Care Group shall not be held liable for any structural, cosmetic, or property damage resulting from the household emergency itself, nor for any property damage that occurs during necessary, life-saving evacuation efforts.
  
  
   

-PET & HOUSEHOLD SUPPLIES-

The Client is responsible for ensuring that all supplies necessary for the safe and successful completion of scheduled services are available in the home prior to each appointment.

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Required Items: Clients are responsible for ensuring all food, medications, treats, properly fitted collars or harnesses, sturdy leashes, litter, waste bags, enrichment supplies, and cleaning products needed for scheduled services are available prior to each appointment.
 

Equipment Safety: Grala Pet Care Group reserves the right to decline the use of any equipment that appears unsafe, damaged, or inappropriate for the pet, including frayed leashes, malfunctioning crates, or retractable leashes that may place the pet or our Specialists at risk.
 

Emergency Purchases: If essential supplies run out during a reservation, Grala Pet Care Group will attempt to contact the Client. If the Client is unreachable, Grala Pet Care Group is authorized to purchase necessary items at the Client's expense.
 

Missing Supplies: Clients are responsible for ensuring that all supplies necessary for scheduled services are available in the home prior to each appointment.

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If essential supplies are unavailable at the time of service, Grala Pet Care Group will make reasonable efforts to contact the Client. If the required supplies cannot be made available during the scheduled appointment, Grala Pet Care Group reserves the right to modify or discontinue any services that cannot be performed safely, appropriately, or in accordance with your pet's care instructions.

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Because appointment time has been reserved exclusively for your pet, appointments affected by missing required supplies are considered completed appointments and the full service fee will still apply.

-PAYMENTS & BILLING-

Because Grala Pet Care Group operates as a boutique, appointment-based practice serving a limited number of Client families, advance payment is required to reserve appointment times. Secure electronic billing allows us to focus on providing exceptional care while maintaining a predictable schedule for every family we serve.

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Automatic Payments (AutoPay): To reserve appointments and simplify billing, Clients are required to maintain a valid credit card, debit card, or ACH payment method within their Time To Pet Client Portal. All payments are processed securely through AutoPay.

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Canine Caregiver Coaching: Payment in full is required when the reservation is confirmed. Grala Pet Care Group will automatically process payment using the stored payment method within twenty-four (24) hours of approving the requested appointment date(s).

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​Recurring Enrichment Appointments (1x Weekly Minimum): Clients enrolled in recurring appointments are automatically billed each week for the following week's confirmed appointments.  A courtesy email reminder is sent twenty-four (24) hours before the scheduled payment is processed. 

 

AutoPay is processed each Thursday at 9:00 AM for the upcoming week's scheduled appointments. Only appointments scheduled for the upcoming service week will be included in that week's AutoPay charge. 

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Reservation Confirmation: Because Grala Pet Care Group intentionally maintains a limited number of Client families, appointment dates are not considered confirmed until all of the following requirements have been completed:

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1. The Initial Consultation & Assessment has been completed (required for Enrichment Services; waived for Canine Caregiver Coaching).
    

2. Advance payment has been successfully processed for the applicable reservation (paid in full for Canine Caregiver Coaching, or the upcoming week's AutoPay processed for Recurring Enrichment Appointments). Requested appointment dates that remain unpaid or otherwise incomplete may be released to another Client family.
    

Accepted Payment Methods: Grala Pet Care Group accepts credit cards, debit cards, and ACH payments exclusively through the secure Time To Pet Client Portal. We do not accept checks, money orders, or peer-to-peer payment services, including Venmo, Zelle, and Cash App. Cash is accepted for gratuities only.
 

Failed Payments: If a stored payment method fails or is removed before scheduled services, pending reservations will be suspended or cancelled until a valid payment method has been provided, and payment has been successfully processed.

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Grala Pet Care Group does not provide services without successful advance payment. Because appointment times are reserved exclusively for each Client family, missed or delayed payments may affect appointment availability, as cancelled appointment times may be offered to other Client families.

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-HOLIDAYS-

Grala Pet Care Group operates on a Monday–Friday schedule to provide the consistency and predictable routines our canine clients benefit from most. While our practice is closed evenings and weekends, we do offer a limited number of appointments on select federally observed weekday holidays throughout the year.

Observed Holidays: Grala Pet Care Group currently offers appointments on the following federally observed holidays:
 

• Martin Luther King Jr. Day
• Presidents Day
• Juneteenth
• Columbus Day / Indigenous Peoples' Day
• Veterans Day

 

Holiday availability is limited and appointments are scheduled on a first-confirmed basis.

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Annual Practice Break: Grala Pet Care Group closes during the final two weeks of each calendar year to allow our team to rest, recharge, and spend time with their families before returning refreshed for the new year. Regular appointments resume on the first scheduled business day following the annual practice break.​

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Holiday Cancellations: Appointments scheduled on observed holidays are subject to the same Cancellation & Refund Policy that applies to all scheduled appointments. Please refer to the Cancellations & Refunds section of this Agreement.

-CANCELLATIONS & REFUNDS-

Because Grala Pet Care Group intentionally maintains a limited client roster and reserves recurring appointment times exclusively for each dog, late cancellations often prevent those reserved appointment times from being filled by another Client family. Our cancellation policy helps protect the consistency of our schedule while allowing us to continue providing individualized, relationship-based care.

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• 14 Days or More Notice:  Eligible for a full refund
   

• Less than 14 Days Notice: Non-refundable and non-transferable. 
   

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Unexpected Emergencies: We understand that unexpected situations can arise. While cancellations remain subject to the above policy, we'll always do our best to work with our clients whenever scheduling permits.​​

-INCLEMENT WEATHER & FORCE MAJEURE-

Grala Pet Care Group prioritizes the safety of both the pet and our Specialists. While every reasonable effort will be made to provide scheduled services, we reserve the right to modify, delay, or cancel appointments when severe weather, natural disasters, or other Force Majeure events make travel unsafe or prohibited by local authorities.

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Service Adjustments: During periods of extreme heat, heavy rain, or lightning, Grala Pet Care Group will exercise professional judgment to modify sessions (e.g., substituting outdoor walks for indoor enrichment) to ensure the pet's safety and physical comfort. No refunds or discounts will be provided for sessions modified due to weather conditions.

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Accessibility: The Client is responsible for ensuring that the property remains accessible during inclement weather (e.g., cleared walkways or driveways). Grala Pet Care Group is not responsible for delays or the inability to safely provide services resulting from hazardous property conditions.

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Daytime-Only Care & Emergency Backup: Grala Pet Care Group operates exclusively as a daytime weekday service with specific evening time slots reserved strictly for Client Coaching and Initial Consultations & Assessments. We do not provide overnight, 24-hour or weekend care. If the Client is traveling and utilizing Grala Pet Care Group for daytime visits, a designated Emergency Pet Guardian or secondary caregiver (such as an overnight sitter) must be appointed.
 

Severe Weather Protocol: If severe weather or other hazardous conditions make travel unsafe or legally prohibited, Grala Pet Care Group may delay, modify, reschedule, or cancel scheduled appointments. During these events, the designated Emergency Pet Guardian is responsible for the pet's care until services can safely resume. If Grala Pet Care Group cancels an appointment due solely to unsafe travel or mandatory governmental restrictions, the Client will receive a full refund for the affected appointment.

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Property Liability: Grala Pet Care Group is not responsible for damage to the Client’s property caused by weather-related incidents (e.g., flooding, wind damage, or power outages) occurring during or between scheduled visits. We are not liable for damage to the property caused by acts of nature or weather-related incidents during the service period.

 

-VETERINARY CARE & EMERGENCY AUTHORIZATION-

Authorization to Treat: In the event of a pet medical emergency, Grala Pet Care Group is authorized to seek veterinary care from the Primary Veterinarian or Emergency Veterinary Clinic listed in the Client's profile. If those facilities are unavailable, our Specialist may seek treatment at the nearest appropriate veterinary facility to protect the pet's health and wellbeing.
 

Emergency Assistance Rate: If a Grala Pet Care Group Specialist must transport a pet to a veterinary facility or remain with the pet during a medical emergency, the Client will be billed at the Standard Hourly Rate for all time spent providing emergency assistance, including transportation and time at the veterinary facility, until responsibility for the pet has been transferred to the Client or their designated Emergency Pet Guardian.

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Emergency Veterinary Authorization: Prior to receiving services, the Client must electronically sign Grala Pet Care Group's Emergency Veterinary Treatment & Financial Authorization within the Time To Pet Client Portal. This authorization provides our Specialists with documented authority to obtain emergency veterinary treatment and present the signed authorization to veterinary professionals when necessary.

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Financial Responsibility: The Client assumes full financial responsibility for all veterinary treatment and related medical expenses. Clients are required to maintain a valid payment method directly with their Primary Veterinarian whenever possible and are strongly encouraged to maintain payment information with a local Emergency Veterinary Hospital as well.

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Grala Pet Care Group does not provide payment for veterinary services or medical treatment on behalf of Clients. If immediate payment is required, the Client or designated Emergency Pet Guardians will be responsible for authorizing payment directly with the treating veterinary facility.

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Veterinary Payment Information: Clients are responsible for ensuring that current payment information remains on file with their Primary Veterinarian and are strongly encouraged to do the same with their preferred Emergency Veterinary Hospital. Failure to maintain current payment information may delay treatment, and Grala Pet Care Group cannot be held responsible for delays resulting from the inability to obtain timely financial authorization.

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Liability Waiver: Grala Pet Care Group is not responsible for the outcome of veterinary examinations, medical treatment, surgery, hospitalization, or other services provided by licensed veterinary professionals. Our responsibility is limited to making reasonable efforts to obtain emergency veterinary care in accordance with the Client's signed Emergency Veterinary Treatment & Financial Authorization.

 

-COMMUNICATION & AVAILABILITY-

Reachability Requirement: To help ensure the safety and well-being of every pet in our care, Clients must remain reasonably reachable by telephone during their scheduled service window unless alternate emergency contact arrangements have been approved in advance. Grala Pet Care Group may be unable to continue or modify services if the Client and designated Emergency Pet Guardian(s) cannot be reached during an emergency.

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Response Times: Because Grala Pet Care Group provides individualized, one-on-one care throughout the business day, responses to calls, emails, and messages will be returned as soon as reasonably possible. Response times may vary while Specialists are actively caring for Client pets.

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Urgent vs. Non-Urgent:
 

• Non-Urgent Matters: Inquiries regarding scheduling, billing, or general updates will be addressed during standard business hours.
   

• Urgent Matters: For time-sensitive issues during a scheduled appointment, Clients should call the business phone number. If unanswered, please leave a voicemail; Grala Pet Care Group will respond with the highest priority.
   

Professional Conduct: Successful pet care is built on a foundation of trust, respect, and open communication. Grala Pet Care Group requires honest, transparent, and respectful communication from all parties. Clients are responsible for promptly updating their Time To Pet profile regarding changes to household access, emergency contacts, veterinary information, medications, or any other information that may affect the safety or care of their pet.
 

 

-PHOTOGRAPHY & MEDIA RELEASE-

Usage Rights: During the course of providing services, Grala Pet Care Group may take photographs or videos of the Client's pet(s). These images are used primarily to provide private "Report Cards" and service updates through the Time To Pet Client Portal.

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Marketing Consent: Public use of these images and the pet's name for marketing or promotional purposes is determined by the Client's Public Media Consent selection within the Pet Profile.

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• Full Consent (Yes): Grala Pet Care Group may share photos, videos, and the pet’s name on social media or the Grala Pet Care Group website.
   

• Private Only (No): Grala Pet Care Group will only use images for private communication with the Client; no public posting will occur.
   

Privacy Protections: Regardless of consent status, Grala Pet Care Group will never publish a Client's full name, home address, house numbers, or identifiable location information in any public media.

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Revocation: The Client may update their consent status at any time by updating the Public Media Consent selection in the Client Portal under the Pet’s Profile.
 

Respect for Privacy: Grala Pet Care Group respects that every family has different privacy preferences. Public photographs or videos will only be used in accordance with the Client's selected media consent preferences.

 

 

-EMERGENCY PET GUARDIANS & BACKUP CARE-

Authorization to Transfer Care: If the Client is unable or unwilling to assume custody of the pet following a scheduled appointment, the Client authorizes Grala Pet Care Group to transfer the pet's care, custody, and control to one of the designated Emergency Pet Guardians listed in the Time To Pet Client Portal.

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Guardian Consent: The Client certifies that all individuals listed have been informed of their designation as Emergency Pet Guardians and have agreed to accept responsibility for the pet(s) if called upon.
 

Alternative Placement: If all designated Emergency Pet Guardians are unavailable, unwilling, or unable to assume custody of the pet, the Client authorizes Grala Pet Care Group to arrange temporary placement at a licensed boarding facility or veterinary hospital, when appropriate, at the Client's expense.

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Client Responsibility: Clients are responsible for ensuring that Emergency Pet Guardian contact information remains current and accurate within the Time To Pet Client Portal at all times.

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Failure of Emergency Contacts: If neither the Client nor any designated Emergency Pet Guardian can assume responsibility for the pet following an emergency requiring transfer of custody, Grala Pet Care Group will take reasonable steps to protect the pet's welfare, including coordinating with local animal control, veterinary professionals, or other appropriate authorities when necessary. Any costs incurred remain the Client's responsibility.

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-LIABILITY & INDEMNIFICATION-

General Liability: Except where prohibited by law, Grala Pet Care Group shall not be liable for any loss, injury, damage, delay, or expense unless directly caused by our gross negligence or willful misconduct.

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• Third-Party Breaches: Any breach of security by a third party (e.g., burglary, criminal trespass, or unauthorized entry by other service providers) resulting in loss or damage to property or pets.
   

• Unsupervised Mishaps: Any injury or mishap that befalls a pet while they are unsupervised in the home or yard outside of the scheduled service appointment.
   

Acts of Nature: Grala Pet Care Group is not responsible for losses, injuries, property damage, delays, or service interruptions caused by severe weather, natural disasters, utility outages, or other circumstances beyond our reasonable control.

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Emergency Transport: Any injury or expense related to transporting a pet to/from a veterinary clinic or emergency facility.
 

Pet Misconduct: The Client assumes responsibility for injuries or damages caused by their pet to Grala Pet Care Group personnel, other people, animals, or property, including any resulting medical or veterinary expenses.

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Reporting Timeline: Grala Pet Care Group is not liable for any damages or issues reported 48 hours or more after a reservation period has concluded.
 

Limitation of Damages: To the fullest extent permitted by law, Grala Pet Care Group's total liability arising from any claim related to the services provided shall not exceed the total amount actually paid by the Client for the specific services giving rise to the claim. Grala Pet Care Group shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages except where prohibited by law.

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Nothing in this Agreement limits or waives any rights or remedies that cannot legally be limited or waived under applicable law.