Standard Operating Policy
Rugged Trails Pet care
Standard Operating Procedure

Version: [Version 2]
Date of Creation/Revision:July 1, 2025












Table of Contents

Intro:
Purpose
Services Offered:
Pet Sitting
Dog Walking
Client Policies:
Rates and Fees
Payment Terms
Cancelation Policy
Refund Policy
Holiday Policy
Emergency Care Procedures
Operational Policies:
Client Onboarding Process
Scheduling
Visits Protocols
Key Handling Policy
Safety And Procedures:
Safety Protocols
Equipment Maintenance
Communication With Clients:
Client Updates And Feedback Procedure
Privacy Policy
Revision And Updates
Conclusion
















Misson
"At Rugged Trails Pet care, our purpose is to provide unparalleled care and consistency in every service we offer, ensuring the well-being and happiness of your beloved pets while building trust and fostering lasting relationships with our community.”












About Us
At Rugged Trails pet care, we understand that pets are part of the family. Our mission is to provide reliable, compassionate pet care tailored to meet the unique needs of your pets. Whether it’s daily visits, overnight stays, or walks, our goal is to ensure your pets receive the attention and love they deserve.

Types of Pets We Care For
We cater to a variety of pets, including:
Dogs: From puppies to energetic breeds needing daily exercise to older dogs requiring gentle care, we offer services that fit their specific needs.
Cats: We understand that cats thrive in their environment. Whether it’s feeding, litter box cleaning, or playtime, we keep their routine.
Birds, Rabbits, and Other Small Animals: We have experience caring for a range of small pets, ensuring their safety and comfort.
Exotic Pets: We are knowledgeable about the care required for reptiles and other non-traditional pets and are happy to maintain their unique needs.
Equestrian Care: At Rugged Trails Pet care, we provide attentive and reliable care for horses while you're away. We care for each horse with calm confidence and experience, following your instructions closely to maintain stability and comfort in your absence.








Services Offered
Our pet sitting services include but are not limited to:
In-Home Pet Sitting
Daily Visits: We visit your home to provide feeding, play, and companionship. This minimizes stress for your pet by allowing them to stay in their familiar environment.
Overnight Stays: For pets that require more companionship, we can stay overnight to provide comfort and care, ensuring they have company throughout the night.
Dog Walking
We offer routine or customized dog walking services, ensuring your dog receives the right amount of exercise and socialization.
Drop-In Visits
For pet owners with busy schedules, we provide quick check-ins for bathroom breaks, feeding, and playtime, making sure your pets are comfortable and engaged.
Equestrian Care
At Rugged Trails Pet care, we provide attentive and reliable care for horses while you're away. We care for each horse with calm confidence and experience, following your instructions closely to maintain stability and comfort in your absence.

Our equestrian visits include:
Daily feeding and water refills
Stall cleaning and bedding refresh
Turnout and bring-in based on your routine
Basic grooming and hoof checks
Observations for signs of stress or injury
Administration of any prescribed supplements or medications






Additional Services
Medication Administration: For pets requiring medication, we ensure they receive their prescriptions on schedule.
House Care: Along with pet care, we can bring in the mail, water plants, and maintain the general cleanliness of your home while you're away.
Pet Taxi Services: If you need help transporting your pet to vet appointments or grooming, we can assist with reliable pet taxi services.

Why Choose Us?
We pride ourselves on our commitment to your pets’ well-being. Our services are designed to offer convenience and peace of mind for pet owners:
Experienced and Trusted Caregivers: Our team has a passion for animals and the experience to handle various pet situations.
Customized Care Plans: We work with pet owners to create care plans that match their pets’ individual needs and routines.
Regular Updates: We keep pet owners informed with daily updates and photos, so you can relax, knowing your pets are in good hands.









5. Client Policies
Rates & Fees: All Rates are tailored to clients needs, location, size and age of animal. Dog walking rates are $30-$60. Drop-ins start at $35. Equestrian care starts at $20 Per two horses with full care. Petsitting starts at $105-$200 per night.
Payment Terms: Acceptable Payments are cash, check or Venmo. Dog walking billing cycle is weekly or monthly for most clients. Payments are due at the start of services. Petsitting deposit payments are required at sign up. Remainder payment is due 24hrs before the start of the service.

Cancelation Policy: Pet Sitting: If canceled with two weeks’ notice or more, no cancellation fee will be charged. If canceled with at least one week’s notice but less than two weeks, the client will be charged 70% of the service fee. If canceled with less than one week’s notice, the full service fee will apply. Dog Walking & Drop-In Visits: Cancellations require at least 24 hours’ notice to avoid charges. If canceled less than 24 hours before the scheduled service, the full fee will be charged.

Holiday Policy: Dog walking holiday fee is $12.50. Petsitting holiday fee is $30
Refund Policy: There is a five day window for all refunds.

Emergency Care Procedures: In the event of an emergency, Rugged Trails Pet care will attempt to contact the owner, the secondary owner, or the emergency contact(s) provided. Should none of the contacts provided be reachable, Rugged Trails Pet care will seek appropriate medical treatment from families veterinary clinic. Any and all fees associated with the medical treatment of the animal are 100% the owners responsibility.
6. Operational Policies
Client Onboarding Process: All clients are word of mouth referrals. New clients will receive a time frame to book a meet and greet, from there they will be given a portal invite where they can register their pet. All clients will list all requirements for their animal and care for their home if needed.

Scheduling: All scheduling is done through the portal. Clients sign in and request the services they need. All requests are confirmed through email and SMS.

Visit Protocols: A safe and engaging walk tailored to your pet’s needs. Towel drying in case of harsh or wet weather. Tick checks for outdoor safety. Fresh water replenishment. A quick health and wellness check to ensure your pet is fit for the walk. Visit Duration: Each visit ranges from 15 to 45 minutes, depending on the pet’s needs and circumstances. Timing begins the moment we enter your home. Please note that delays can happen due to weather, pet behavior, or unexpected factors—but your pet always receives our full attention during their time. Emotional Wellness: If your pet appears emotionally dis-regulated or unwell at the start or end of the service, we provide additional comfort and care to ensure they feel supported and secure.

Key/Code Handling Policy: All clients are required to provide two keys for use. If a key is lost or miss placed there’s a back up. Should the back up get lost a $5 refund is given to the client for a replacement. Codes are secured on a key card. All keys and codes are secured in a lock box.




7. Safety and Procedures

Safety Measures for Dog Walking
Route Planning: Walk familiar, well-lit routes and avoid secluded areas. Scout new neighborhoods in advance.
Leash & Gear Checks: Use secure, well-fitting harnesses and leashes. Double-check gear before each walk.
Weather Awareness: Avoid extreme temperatures. In hot weather, walk during cooler hours and check pavement heat.
Distraction-Free Walking: No earbuds or phone use while walking—stay alert to surroundings and potential hazards.
Pet Behavior Monitoring: Assess the dog’s mood and physical condition before starting. Skip the walk if the pet seems unwell.
Emergency Supplies: Carry a basic kit with water, treats, waste bags, a towel, and a spare leash.
ID Tags: Ensure pets wear up-to-date ID tags in case of separation.

Safety Measures for Pet Sitting
Secure Entry Protocols: Confirm client expectations for entry and exit. Lock doors and windows when leaving.
Emergency Contacts: Keep a list of the pet parent, vet, and local emergency contacts easily accessible.
Health Checks: Monitor pets for signs of illness or distress. Report concerns to the owner promptly.
Natural Disaster Plan: Know evacuation routes and have a plan for emergencies like storms or power outages.
Hygiene Practices: Wash hands before and after visits. Clean up pet messes safely to prevent illness.
Home Safety Checks: Look for signs of forced entry or damage before entering. If anything seems off, contact the owner or authorities.
Staff Training: Provide situational awareness and basic first-aid training for all team members.

8. Communication with Clients
Client Updates and Feedback Procedures: All communication will be through Precision portal. Clients may reach out through text or email when needed.


Rugged Trails Privacy Policy
**New Effective Date: July 4th, 2025
At Rugged Trails, your privacy—and your pet’s—is incredibly important to us. We are committed to safeguarding personal information and maintaining transparency about how we collect, use, and protect data.
What Information We Collect
We may collect the following information from clients:
Full name, address, email, and phone number
Emergency contact details
Pet information (breed, age, health concerns, temperament)
Home access instructions (if applicable)
Service history and preferences
How Information Is Used
We use this data solely for:
Providing pet walking and sitting services
Communicating schedule updates and safety concerns
Ensuring your pet’s health and emotional well-being
Responding to emergencies swiftly and responsibly
Maintaining accurate billing records
Your information is never sold or shared with third parties for marketing purposes.
Data Protection Measures
We take precautions to protect your information:
Secure digital record keeping with password-protected systems
Limited access to staff on a need-to-know basis
Confidential treatment of keys, codes, and home access details
Regular training on privacy and safety protocols
Staff Confidentiality
All Rugged Trails team members sign a confidentiality agreement and receive training on responsible data handling. Personal and pet information shared with us stays strictly within our team.

Your Rights

You may request to:
Review or update your information
Ask us to delete your data after services have ended
Receive a copy of your records upon request
Contact Us
For questions or privacy concerns, reach out to: Danielle Cherico Owner, Rugged Trails Pet care (978-727-9938) or (daniellecherico@ruggedtrailspetcare.com)

9. Revisions and Updates
This is a living document that adapts as the business grows. Revisions and updates will be made and assessed every six months.

10. Conclusion
At Rugged Trails Pet care, our mission is more than just providing services—it’s about cultivating deep trust, dependable care, and meaningful connection between pets, their people, and our team.
Whether we’re out on an adventure walk or curled up in your pet’s favorite corner during a sitting visit, we lead with compassion, attentiveness, and respect for every animal’s unique nature.
This SOP reflects our unwavering commitment to safety, reliability, and emotional well-being. Every procedure, protocol, and touchpoint is grounded in the belief that your pets deserve nothing less than excellence with heart. We’re not just trailblazers—we’re trusted companions

Independent Pet Care Service Disclaimer
Rugged Trails Pet Care
Independent Pet Care Service Disclaimer
Rugged Trails Pet Care will be CLOSED August 8–15, 2026, with the exception of one previously approved cat-care family.
During our closure, a Rugged Trails Pet Care employee may choose to independently provide pet care services on their own time.
Please understand that any service arranged directly with an employee and not requested, scheduled, and confirmed through the Rugged Trails Pet Care/Precise Petcare portal is NOT a Rugged Trails Pet Care service.
By arranging services independently, you acknowledge that:
The arrangement is strictly between you and the individual providing the service.
Rugged Trails Pet Care is not scheduling, supervising, managing, or collecting payment for the service.
Rugged Trails Pet Care’s business policies, guarantees, and insurance coverage should not be assumed to apply to independently arranged services.
Rugged Trails Pet Care is not responsible for injury, property damage, loss, missed visits, emergencies, accidents, or other issues arising from independently arranged services.
Any questions, payments, schedule changes, cancellations, or concerns regarding the independent service must be handled directly with the individual providing the care.
For services to be considered officially provided by Rugged Trails Pet Care, they must be requested and confirmed through our normal scheduling system.