Policies & Procedures

"Do your best to present yourself to God as one approved, a worker who does not need to be ashamed and who correctly handles the word of truth".  2 Timothy 2:15

Outside the Box Services LLC (OTB) hereafter referred to  as OTB, pledges customer service excellence with each and every service we provide and if for any reason you are not 100% satisfied, we will work with you to find a resolution that meets with your approval or we will provide you with a refund of OTB Service Fees.

We are dedicated to delivering reasonably priced services in the most cost effective and efficient way to provide the best possible value for our customers.  *Please see the complete OTB Customer Pledge on the About Us Page*

Please contact Donna Sullivan @ (540) 570-1016 with any questions about OTB policies, payments, rates and services. 

Outside the Box Services LLC (OTB) reserves the right to decline any service request that it determines to be illegal, immoral or dangerous.

OTB's service area is Rockbridge County (cities of Buena Vista, Lexington & surrounding areas in Rockbridge County) with the exception of our BizWorks business support services; because we have the ability to be "Virtual Assistants", our service area is not limited.

OTB's regular business hours of operation are Monday - Friday  8:00am - 5:00pm.

We do offer services outside of regular business hours and will gladly do our best to accommodate your request as our schedule permits.  Additional fees will apply for all after hours service requests; fees will vary based on service request and duration. 



*NOTE: There are some exceptions to this policy; such as pre-arranged pet sitting (which is primarily charged on a per visit rate), business services and other misc. projects and services that are pre-arranged on a contractual basis not an hourly rate. Some services will require payment to be made in advance or a deposit prior to the service(s) being completed.

OTB reviews and accepts service requests on a case by case basis and then schedules service on a first come, first serve basis.  We can usually accomodate service requests quickly (as our schedule permits); however, a 24-48 hour notice is requested before services are needed to ensure the best results and services for you.  Service times begin at the time OTB staff leaves our office or errand location and finish when the services are completed. (OTB staff will make every effort to coordinate and complete service requests in the most cost effective and efficient way to provide our customers with the best possible services and value). 

*Pet Sitting service requests should be booked 30 days or more in advance and 6 months or more in advance for holidays and summer months.  

OTB requires signed service agreements for most of our services including any service request that requires OTB staff to enter your home and\or business; such as deliveries, pet\house sitting and senior services.  All OTB BizWorks business support services will require a signed service agreement. OTB also requires verification of service requests by phone such as a confirmation email or text that summarizes the request.   

*Example:  Customer calls in with a request to pick up dry cleaning; OTB staff will text or email customer to confirm details of service request and customer will confirm the request.  

OTB will not provide services to anyone under the age of 18 without a parent being present or pre-arranged parental consent.  OTB staff will request a valid photo id if there is any question about a customer being under age 18. 

To ensure that we are the best fit for you, your family, pets, home and\or business, we will come to your home or place of business to conduct a complimentary meet & greet visit. At that time, we will explain OTB's services and policies, answer all of your questions, and carefully gather the information needed to design a service plan that will provide you, your family, pets, home and\or business with the best possible care and services.  In addition, we will complete all required paperwork for your specific service needs, provide a service agreement for you to review, approve and sign and discuss service fees and payment options.  

We will also obtain two working keys at that time if services will require access to your home or place of business such as pet sitting, senior services, or personal assistant services etc. (Please see OTB's policy regarding keys below).

Full payment\fees owed to Outside the Box Services LLC (OTB) are to be paid at the time services are provided or prior to services being provided, unless other arrangements are agreed to and approved by OTB management. Customer is responsible for all costs related to service requests and an advance deposit is required to cover any such cost of $50.00 or more. These costs include items like but not limited to; groceries, dry cleaning, purchases, service fees and\or supplies made on behalf of the customer. Deposits can be paid in cash, by credit card, debit card, or PayPal only. Payments can be paid in cash, by check, credit card, debit card or PayPal. *A $25.00 fee will be charged for any returned check*

OTB accepts cash, checks, credit cards, debit cards and PayPal.

(Please make checks payable to "Outside the Box Services").

*NOTE:  A $25.00 fee will be charged for any returned check. 

OTB offers Gift Cards and e-Gift Cards in various amounts. Gift Cards are snail mailed or emailed directly to you or to the recipient. 

*OTB Gift Cards may be applied to the cost of OTB services fees only; gift cards do not cover the cost of items, purchases, supplies, fees &\or services made on behalf of the customer.*

Check out our Facebook page for updates on services, specials and events. *See Bargain Bundles. 

Mileage is charged for any service request that is over 25 miles round trip.  Mileage charge is .50 cents per mile.  Most local services will not exceed 25 miles round trip.

*OTB staff will make every effort to coordinate and complete service requests in the most cost effective and efficient way to provide our customers with the best possible value.  

OTB accepts service requests and books time on a first come, first serve basis and does not overbook to ensure the best possible service and care for our customers, their families, pet, home and business.  Once you have reserved a time slot, other customers may be turned away in order to accommodate your service time.  Late cancellations generally make it impossible to re-book the time reserved for you. Additionally, a wide range of administrative tasks are involved in each service request we accept.  Please keep this in mind and if you must cancel, we ask that you give as much advance notice as possible.  Cancellations may be made by phone, text or email and must be confirmed by OTB who will reply to phone message, text or email.

*A 24 hour notice is required to cancel or change your scheduled service request appointment.  There is no cancellation fee for cancellations when 24 hours or more notice is given. If less than 24 hour notice is given, a $15.00 cancellation fee may be charged.  If no notice is given a $20.00 fee will be charged.  If no notice is given and OTB staff has begun service, customer will be responsible for any fees related to the service request including but not limited to purchases and fees in addition to the cancellation fee.  Cancellation and any service related fees will be deducted from deposit if initial deposit was made and refund for remaining balance will be made within 14 days. Bargain Bundle customers are subject to a deduction of their remaining bundle hours that is equal to the cancellation fees that apply.  

*OTB does not charge a cancellation fee for cancellations due to weather conditions.

*OTB staff understands that there are times when it is necessary to cancel or reschedule appointments and will consider at each cancellation on a case by case basis before cancellation fees are charged.  

OTB will notify customer if service request is taking longer than scheduled.

Delivery times are estimated and are provided under normal conditions. Remote areas may take longer to get to or to complete a service request. Delivery time estimates are based on average travel times. Delays due to unusual traffic, weather, etc. can occur, so we do advise that you plan for this possibility.

OTB is not responsible for delayed or incomplete service requests due to traffic delays, road closures, weather, natural “acts of God” or for any reason out of OTB’s control. 

Customers may request a cancellation or a refund if deposit has been made or service request was pre-paid in the cases stated above without a cancellation fee as follows:

OTB utilizes a percentage policy for customer cancellations due to delays, customer requests for refunds of a deposit or a pre-paid service request fees due to delays and for OTB service fee charges due to delays as follows: (See *Notes below regarding purchases etc made on behalf of customer).

Deposit or Pre-Paid Refunds:

• If the service request is 0% complete, a full refund will be issued. 
• If 50% of service request is complete, then 50% refund will be issued.
• Completed services that are “delayed” as stated above will not receive a refund.

 If no Deposit or Pre-Paid, OTB Service Fee Charges:

• If the service request is 0% complete, there will be no OTB service fee charge. 
• If 50% of service request is complete, then a 50% OTB service fee is due.
• Completed services that are “delayed” as stated above 100% OTB service fee is due.

*NOTE: OTB service fees do not include the cost of items, purchases, service fees and supplies made on behalf of the customer.

*NOTE:  Refunds due to delays will be adjusted if items, purchases, service fees and supplies were made on behalf of the customer by OTB, these costs will be deducted from deposit or pre-paid amount and the balance will be refunded to customer.  If the items, purchases, service fees and supplies made on behalf of the customer by OTB, exceed the amount of deposit or pre-paid service fee amount, the balance owed to OTB is due at the time the services are performed and items are delivered.

*Refund requests due to delays must be made within 14 days of date of service.  Requests may be made by phone or in writing, (please include the date of service and the details and reason for the request).

*Approved Refunds due to delays will be issued within 14 days of the date the refund request is received by OTB. 

*OTB staff will review each delay cancellation or refund request on a case by case basis before fees are charged or refunds are made.

If OTB made an error on a customer purchase, OTB will return or exchange the purchase at no charge.  (OTB makes every effort to verify purchases with customer via text or phone when questions arise to avoid errors and returns).   If customer made an error on a service request, OTB will rerun or exchange your purchase at the same rate as the initial transaction. (OTB reserves the right to determine that fee). If customer made the purchase on their own, OTB regular service rate fees and milage (if more than 25 miles round trip) will apply for OTB to return or exchange items. 

Outside the Box Services LLC (OTB) pledges customer excellence with each and every service we provide and if for any reason you are not 100% satisfied, we will work with you to find a resolution that meets with your approval or we will provide you with a refund of OTB Service Fees.

*Refund requests must be made within 14 days of date of service.  Requests may be made by phone or in writing, (please include the date of service and the details and reason for the request).  OTB staff will text, email or in written letter form contact customer to confirm details of refund request and customer will confirm the refund request.  

*Approved Refunds will be issued within 14 days of the date the refund request is received by OTB. 

*NOTE:  Refunds will be adjusted if there are outstanding items, purchases, service fees and supplies made on behalf of the customer by OTB, these costs will be deducted from refund, deposit or pre-paid amount and the balance will be refunded to customer. 

*We believe Customer Satisfaction is the most important measure of our performance and it drives how we do business.* 

Pay as You Go Services  &  Bargain Bundles are billed at the rates listed below with a one hour minimum and are then billed in fifteen minute increments.  *Service rates do not include the cost of items, purchases, service fees and supplies made on behalf of the customer*

• All requests are reviewed and accepted on a case by case basis and are then scheduled on a first come first serve basis.
• OTB can usually accomodate service requests quickly; however, a 24-48 hour notice is requested before services are needed to ensure the best results and service for you. 
• Pet Sitting service requests should be booked 30 days or more in advance and 6 months or more in advance for holidays and summer months.
• Service times begin at the time OTB staff leaves our office or errand location and finishes when the services are completed.
• Service rates listed below are completed during regular business hours Mon-Fri 8:00am-5:00pm; additional charges will apply for all after hours service requests.
• An additional $15.00 fee will be charged for any service request that must be re-delivered due to customer not being available at the scheduled delivery time.
• Mileage is charged for any service request that is over 25 miles round trip.  Mileage is .50 cents per mile. Most local services will not exceed 25 miles round trip.
• A Cancellation fee of  $15.00 will be charged for cancellations made with less than a 24 hour notice. *See full OTB Cancellation Policy on our Policies and Procedures page* 
• Rates listed below are basic rates for one OTB team member; all service requests requiring two OTB team members (example: moving furniture) are billed at double time.
• RATES ARE SUBJECT TO CHANGE
• *SEE FULL OTB POLICIES on our Policies and Procedures page* 

We have bundled so you can save!  Monthly Bargain Bundles are available for your convenience; these customized bundles allow you to purchase a pre-determined number of service hours at a reduced rate. Monthly Bargain Bundle fees must be paid in full at the beginning of each month before services can be used. Service costs are deducted from your bundle as services are performed throughout the month. Unused hours expire in 30 days; however, unused package hours can roll over to the next month as long as a new bundle is purchased at the beginning of that month. Any time over the pre-determined bundle hours will be billed at regular OTB service fees and rates. Bargain Bundles do not include the cost of items, purchases or fees made on behalf of the customer.

*NOTE:  Bargain Bundles listed below do not include Miscellaneous Services, which are usually service requests that are not needed on a monthly basis* 

*If you do not see a Bargain Bundle that works for you, please  Contact Us to discuss a customized Bundle that is just right for you! 

In Home Pet Care Visit Includes:

(Some services may not apply to your specific visit)

• Love & Attention
• Fresh Food & Water
• Potty Breaks & Walks
• Love & Attention
• Litter Box Clean Up
• Accident Clean Up
• Love & Attention
• Take Out Trash
• Mail & Newspapers
• Water Plants
• Alternate Blinds & Lights
• Home Security Check
• Love & Affection

To ensure the safety, comfort and well-being of your pet, OTB requires minimum visits of:

Dogs: 3 visits per day for dogs that do not have a doggy door or training pads.

          2 visits per day for dogs that do have a doggy door or training pads.

Cats & Other Animals: 1 visit per day.

OTB requires all pets to be up to date on their vaccinations and proof provided at the meet and greet visit. OTB cannot provide service to aggressive animals or those who have a history of biting. OTB reserves the right to refuse any pet sitting service request from pet owners for any reason. 

Due to the unpredictability of animals, OTB cannot be held responsible for any unusual mishaps of your pet(s) while in our care, including but not limited to: refusal to take medications, biting, eating or destroying household items, damage to inside or outside of home, escaping from the yard, personal injury or accidental death.  

It is the sole responsibility of the pet owner to pet proof and secure their home and yard prior to OTB providing pet sitting services.

OTB cannot ensure the safety and well-being of unsecured outdoor and\or inside\outside pets.  OTB will not be liable for free-roaming pets in the event of illness, loss, death or injury; this includes pets kept outdoors and pets with doggie door access.

OTB does not charge extra for multiple pet families, however, pet families of 5 or more will be considered on a case by case basis.  To ensure the well-being and comfort of pets in large pet families, an extended visit may be required.  OTB critter sitters and pet parents will determine if an extended visit is appropriate during the initial meet and greet visit or in the event additional pets have joined families since last OTB pet sitting visit.

In the event of illness or injury of your pet sitter, or other emergency circumstances that prevent the sitter from providing services, OTB will provide a back-up sitter to take over pet sitting duties as outlined in the customer service agreement. 

The welfare, well-being and safety of your pet(s) are of the utmost importance.  If a medical emergency should arise while your pet(s) are in OTB's care, it is critical that we are able to provide medical treatment quickly.  OTB will do everything in our power to get your pet to your personal veterinarian. However, in the event that we are unable to see your vet, we will take your pet to the closest emergency veterinary hospital.  OTB requires a signed Veterinary Release Agreement for all pets in our care prior to providing care.  Pet owner assumes all financial responsibility for all medical care treatment and expenses while pet is in OTB's care. 

OTB requires two sets of keys before any scheduled services are provided that require entry into your home for Pet Sitting and \or Senior Services.  We normally obtain keys @ the Meet & Greet visit.  If we are to gain access to your home through a garage door code or other electronic system, we still require two sets of keys.  This is to ensure that we have access to your home in the event of an emergency such as a power failure, faulty equipment etc.  If keys become unusable or if locks and equipment malfunction for any reasons beyond OTB's control; OTB will employ the services of a locksmith to gain entry into a customer's home on customer's behalf to care for and provide services to your pets and\or loved ones; the customer will be responsible for all expenses incurred and will immedicately reimburse OTB upon their return. 

OTB will keep your keys secure without any identifying information while in our possession and can be picked up upon your return.  If you prefer, OTB can keep your keys on file for future visits or in case something comes up such as working late etc.

*NO EXCEPTIONS: OTB will NOT pick up or leave keys under the mat or hide keys outside, OTB will NOT pick up keys from a neighbor and will NOT lock keys in the house on the last day of service.  This is necessary to safeguard the security and safety of your family, pets home and business should an emergency arise and\or your return is delayed*

OTB does not accept liability for other persons who will be in your home prior to, during, or immediately after our services have been rendered.  This includes but is not limited to; family, friends, neighbors, cleaning, repair, maintenance and utility services and personnel. 

We are sorry but OTB will NOT accept services requests that include "job sharing".  The health and safety of your family, pets, and home is our priority; unlocked doors, missed feedings, over feedings, lost keys, miss-set alarms comprise the safety of your loved ones and home. 

Please inform OTB staff at the time of the meet & greet visit of anyone who may have access to your home while you are away or at work.  It is understood that it is the responsibility of the customer to inform any persons with access to your home that OTB has been contracted to provide services in your home so that they will not be surprised by our service visits. 

It is the responsibility of the customer and\or pet owner to ensure that all supplies and pet necessities are provided prior to service including but not limited to; food, water, treats, litter, leashes, cleaning supplies, paper towels, etc. OTB will purchase supplies as needed during customer absence and retain a receipt for reimbursement. If an additional trip is needed to purchase supplies, OTB errands & shopping and mileage  (if over 25 miles round trip) service rate fees will apply and must be paid immediately upon customer's return. 

OTB provides NON-MEDICAL services to seniors.  We are not qualified to provide medical care or give medical advice.  OTB does not administer medications; we can only remind seniors to take their medication.  OTB will not accept services requests that require medical assistant services.  OTB reserves the right to refuse any senior service request from seniors or their family members for any reason. 

Due to the unpredictability of seniors, OTB cannot be held responsible for mishaps or situations that occur while in our care including but not limited to: accidents, falls, refusal to take medications and refusals to eat, personal injury or accidental death. 

In the event that a senior becomes ill or has a medical emergency while OTB is providing services, 911 will be contacted immediately.  OTB will not be responsible for any fees incurred on behalf of the senior in the event of a medical emergency or accident.

OTB requires Emergency Contact(s) for all pet\housing sitting & senior services. Emergency contact information is gathered during the meet and greet visit.  The care and well-being of you, your loved ones, pets and home is our primary concern and therefore, emergency contacts are vital to providing the best possible care and services in the event of an emergency or inclement weather.

In the event of inclement weather, OTB staff will contact customers with pre-arranged scheduled service appointments such as business support services, errands & shopping, deliveries, property management assistance, etc. and reschedule those service appointments if necessary. 

OTB Critter Sitters will use our best judgment in caring for your pets and home, if we are providing pet &\or house sitting services for you at the time of inclement weather, we will carry out your instructions to the best of our ability.  The care and safety of your pet(s)  & home is our first concern. 

The inclement weather plan for Critter Sitters Pet Care & House Sitting will be as follows:

Every effort will be made to drive to your home to care for your pet(s) &\or home; your service times\schedule may be changed due to the circumstances.  If it is not possible to drive safely to your home, your emergency contact will be notified.  You will be notified about the activation of the inclement weather plan and all details.

If OTB Critter Sitters is providing lunchtime or daily dog walking potty break services during inclement or extreme weather conditions (including: extremely hot or cold outside) we will use our judgment ensuring your pet's health and safety first and foremost.  Walks may be limited and  activities may be altered such as indoor play or shortening of visit.  You will be notified immediately should this occur.

OTB Senior Service providers will use our best judgment in caring for you or your loved one, if we are providing senior services for you or your loved one at the time of inclement weather; we will carry out your instructions to the best of our ability.  The care and safety of you or your loved one is our first concern. 

The inclement weather plan for Love Thy Neighbor Senior Services will be as follows:

Every effort will be made to drive to your home to care for you or your loved one; your service times\schedule may be changed due to the circumstances.  If it is not possible to drive safely to your\your loved one's home, your emergency contact will be notified.  You or your loved one will be will be notified about the activation of the inclement weather plan and all details.

OTB requires all customers who have been out of town to contact us via phone @ (540) 570-1016 as soon as they return home to their pets after they have been in our care.  If we do not hear from you within a reasonable amount of time after you were expected home, we will do our best to contact you.  If we cannot reach you, we will continue to provide pet sitting  or senior services for which you will be charged to ensure that your pets and family members will remain well and cared for until we are informed that they are back in your care.  Please call @ ANY hour and leave a voice message that you have returned.

If you return home early or wish to extend your service beyond the original dates agreed upon, please call OTB @ (540) 570-1016 to make these arrangements as soon as possible so that we can adjust our schedule to continue providing service.  

*Note:  OTB will make every attempt to accommodate schedule change service request as our schedule permits.  If we are unable to extend service, we provide you with service provider contacts in our area.

*Note: OTB will consider refunds for early return on a case by case basis.

Your privacy and peace of mind are of the utmost importance to OTB; all customer information is held strictly confidential and will not be shared with anyone. OTB will provide vendors and sub-contractors with only the minimum information required to complete a service request on your behalf. We will gladly remove advertising from our vehicles and will not where clothes with our logo upon request. 

We appreciate your trust and guarantee that we will always respect your privacy and will maintain complete confidentiality on all matters concerning you, your family, pets, home and business. 

OTB is not responsible for any damage caused by a third part or acts of nature (storms, flooding, fires, etc).   OTB does not guarantee and accepts no responsibility for services provided by third party vendors or sub-contractors.

This website may contain links to websites not owned or operated by OTB. OTB provides these links for your convenience, but we do not review, control, or monitor the materials on any other websites. We are not responsible for the performance of those websites, their owners and operators or for your business dealings with them. Your use of other websites is subject to the terms of use of those websites.

Outside the Box Services LLC (OTB) reserves the right to decline any service request that it determines to be illegal, immoral or dangerous. 

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