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Policies

Cancellation Policy

Availability is offered on a first come first serve basis. For these reasons, visit cancellations will be handled as follows:

For overnight house/pet sitting: Clients will receive a full refund if services are cancelled by 6:00 p.m. one week before the booking begins. If Client cancels later than 6:00 p.m. one week before the booking begins, you’ll receive a 50% refund for the first 7 days of the booking, and a 100% refund for any days after that.

For all other services: Clients will receive a full refund if services are cancelled within 72 hours or more, before the booking begins. If Client cancels with less than 72 but more than 24 hours, before the booking begins, they will receive a 50% refund for the first 7 days of the booking, and a 100% refund for any days after that.

Technology-Based Services

At Denise's Helping Hands, we rely on technology to deliver our services. To request services, make payments, and provide instructions, clients can use our website, online portal, as well as any of the apps we use.

Keeping Client and Pet Profiles Up-to-date. To guarantee a smooth appointment, clients are respoinsible for ensuring that their home access, alarm, pet care instructions, emergency information, and all other relevant data are current and accurate.

Office Hours/Response Time

To better serve you, our office hours are Monday through Friday from 9:00 AM to 7:00 PM, and on weekends by appointment only. For optimal results, please provide written notice of any questions, scheduling changes, or care instruction changes directly through our software or via email at support@deniseshelpinghand.com. We guarantee a response to all inquiries and requests within 24 business hours of receipt.

Booking guidelines

Please make all reservations and payments via our website and online portal or our handy app. In order to confirm local services, a 50% deposit is necessary. Approved/confirmed services will be acknowledged within 24 business hours of submission through our software. If submitted on weekends, confirmations will be sent on the next business day. You will receive automated software notifications based on your settings.

Scheduling

We do require a minimum of 24-hours notice for scheduling services, with requests less than 24-hours notice to be submitted via email or message. A surcharge of $10 per visit may be applied to last-minute requests. Clients are encouraged to schedule services at least 24-hours prior to the desired date to avoid straining the company's operations and employees. Short notice care is unavailable to new clients or those who have been inactive for 12 months or more. Clients can schedule an additional consultation to resume services via the website or software.

Our Policy on Inclement Weather

At Denise's Helping Hands, we understand that our clients trust us to take good care of their homes and pets during inclement weather. In such cases, we use our best judgment to ensure their safety. We do request that our clients provide us with an emergency contact during new client registration, in case we are unable to reach their home during a weather emergency. This is a crucial step that enables us to provide the best possible care for your home or pet(s).

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