Our Policies

Everything You Need to Know

PET & HOUSE SITTING ‍VITALITY SERVICES

At Reliantrust Services, the safety, security, and well-being of our clients, their homes, their pets, and participants in our vitality programs are our highest priorities. We are committed to delivering professional, reliable, and trustworthy services while providing every client with complete peace of mind. To ensure a positive experience for everyone, we kindly ask that you review the following policies before booking or participating in our services.

Pet & House Sitting Policies

Booking & Scheduling

  • All services and programs must be booked in advance and are subject to availability.

  • New clients are required to complete our one-time Client Intake Form before services begin.

  • We encourage booking early to secure preferred dates and times, particularly during holidays, community events, and peak travel seasons.

Payments

  • Reliantrust Services does not accept cash, cheque or debit payments.

  • We accept credit card and e-Transfer payments.

Cancellations

  • Cancellations made 8 hours or more before a scheduled service or program will not incur a cancellation fee.

  • Cancellations made with less than 10 hours’ notice will be subject to a  cancellation fee, unless otherwise agreed upon by Reliantrust Services. (See “Our Services” for further information)

Pet Sitting Policies

  • Pets must be safe to handle and properly secured when necessary.

  • Clients must disclose any history of aggression, anxiety, behavioural concerns, medical conditions, or previous bite incidents before services begin.

  • Clients must provide sufficient food, fresh water, medications (if applicable), and clear written care instructions.

  • Emergency veterinary contact information and an emergency contact person must be provided before the first service.

  • Reliantrust Services reserves the right to refuse or discontinue services if a pet presents an undisclosed safety risk.

House Sitting Policies

  • Clients are responsible for providing all necessary keys, garage remotes, alarm codes, and access instructions before services begin.

  • Clear written instructions should be provided regarding security systems, garbage collection, mail retrieval, plant care, lighting schedules, and any additional household responsibilities.

  • Clients must notify Reliantrust Services of any individuals who may enter the property during the service period.

  • Known hazards, maintenance concerns, or safety issues within the home must be disclosed before services commence.

Vitality Services Policies

  • Participants must wear appropriate athletic clothing and supportive athletic footwear.

  • Participants are encouraged to bring a water bottle and remain hydrated throughout each session.

  • Any injuries, medical conditions, allergies, or physical limitations that could affect participation must be disclosed before the activity begins.

  • Participants are expected to follow all instructions provided by Reliantrust Services to maintain a safe and respectful environment.

  • Disruptive, unsafe, abusive, or inappropriate behaviour may result in removal from a session without refund.

  • Jump rope activities involve inherent physical risks, including slips, falls, strains, sprains, and other injuries. Participation is voluntary and at the participant’s own risk.

  • Parents or legal guardians are responsible for ensuring that minors or they, themselves are medically fit to participate and have provided any relevant medical information.

  • Reliantrust Services is not responsible for lost, stolen, or damaged personal belongings.

  • Outdoor sessions may be postponed, relocated, or rescheduled due to unsafe weather conditions or circumstances beyond our control.

Caregiver & Instructor Safety

The safety of our caregivers and instructors is non-negotiable. Reliantrust Services reserves the right to immediately refuse, suspend, or terminate services if staff encounter:

  • Threatening, abusive, or harassing behaviour.

  • Violence or threats of violence.

  • Intoxicated individuals creating safety concerns.

  • Illegal activity occurring on the property.

  • Undisclosed occupants or unexpected visitors.

  • Aggressive or dangerous animals.

  • Unsafe, hazardous, or unsanitary conditions.

  • Weapons that create a reasonable safety concern.

  • Any circumstance where a staff member reasonably believes their personal safety is at risk.

No refunds will be issued for service time lost due to termination resulting from undisclosed safety concerns or client misconduct.

Emergency Situations

Should an emergency occur while services are being provided, Reliantrust Services will make every reasonable effort to contact the client and their designated emergency contact.

Where immediate action is required to protect the safety of a participant, pet, home, or others, Reliantrust Services may contact emergency responders, veterinary professionals, or other appropriate emergency services.

Any costs associated with emergency treatment, veterinary care, or emergency response remain the responsibility of the client.

Limitation of Liability

Reliantrust Services will exercise the highest standard of care, professionalism, and diligence while providing our services.

However, Reliantrust Services shall not be held liable for losses, damages, injuries, delays, or interruptions resulting from circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, power outages, medical emergencies, veterinary emergencies, or unforeseen incidents involving participants, pets, or property.

Policy Acknowledgement

By booking any service or participating in any program offered by Reliantrust, clients and participants acknowledge that they have read, understood, and agreed to these policies, along with any additional terms outlined in the applicable Client Intake Forms, Service Agreements, Waivers, or Registration Documents.

Vitality Program Policies

At Reliantrust Services, our goal is to provide a fun, safe, encouraging, and inclusive environment where participants can build confidence, improve fitness, and enjoy being active. To help ensure the best experience for everyone, we ask that all participants and families review the following policies.

Registration

  • All participants must complete the required registration and liability waiver before attending their first session.

  • Participants under 18 years of age must have a parent or legal guardian complete all required documentation.

  • Spaces may be limited and are available on a first-come, first-served basis.

Payment

  • Payment is due prior to the start of each program, session, or event unless otherwise arranged.

  • We accept credit card and e-transfer only.

  • Cash, cheque, and debit payments are not accepted.

  • Registration is confirmed once payment has been received.

Attendance

  • Participants are encouraged to arrive 5–10 minutes before the scheduled start time.

  • Late arrivals may be asked to complete an abbreviated warm-up before joining the session.

  • Repeated late arrivals may miss portions of instruction to ensure the class remains on schedule.

Basic Requirements 

  • Participants should wear comfortable athletic clothing and supportive athletic footwear.

  • Participants are recommended to bring a water bottle and stay hydrated throughout the session.

Equipment

  • Participants may use a rope supplied by Reliantrust OR their own.

  • Any equipment provided by Reliantrust must be treated with care and returned after each session.

  • Participants may be responsible for damage caused through intentional misuse or negligence.

Cancellations & Weather

  • If a session must be cancelled due to severe weather, instructor illness, or unforeseen circumstances, participants will be notified as soon as possible.

  • Cancelled sessions may be rescheduled or credited where appropriate.

  • Missed sessions due to participant absence are generally non-refundable unless otherwise approved.

Supervision (18 and under)

  • Children remain under the responsibility of their parent or guardian until the scheduled session begins.

  • Parents or guardians are responsible for ensuring timely drop-off and pick-up.

  • Reliantrust is only responsible for participants during scheduled program times.

Photography & Media

  • Photos or videos may occasionally be taken for promotional purposes.

  • Written consent will always be obtained before identifiable images of participants are used.

  • Participants or parents/guardians may decline photo or video consent at any time.

Personal Belongings

  • Participants are responsible for their personal belongings.

  • Vitality Services is not responsible for lost, stolen, or damaged items.

Right to Refuse Service

Reliantrust reserves the right to refuse or discontinue participation if:

  • A participant behaves in a manner that compromises the safety of others.

  • Instructions from staff are repeatedly ignored.

  • False or incomplete registration or medical information has been provided.

  • Any behaviour is considered threatening, abusive, or inappropriate.

Code of Conduct

At Reliantrust, we are committed to providing a welcoming, positive, and inclusive environment where every participant feels safe, respected, and encouraged.

All participants are expected to:

  • Treat instructors, volunteers, and fellow participants with kindness, courtesy, and respect.

  • Follow all instructions provided by staff at all times.

  • Encourage and support others regardless of age, ability, or experience.

  • Use appropriate language and demonstrate good sportsmanship.

  • Respect all equipment and facilities.

  • Stay within designated program areas unless instructed otherwise.

  • Notify an instructor immediately if they feel unwell, become injured, or observe an unsafe situation.

  • Help create an environment where everyone feels comfortable learning and participating.

The following behaviours will not be tolerated:

  • Bullying, intimidation, or harassment.

  • Physical or verbal aggression.

  • Discrimination of any kind.

  • Intentional damage to equipment or facilities.

  • Disruptive behaviour that affects the safety or enjoyment of others.

  • Refusal to follow safety instructions from instructors.

Reliantrust reserves the right to remove any participant from a session if their behaviour creates a safety concern. Repeated or serious violations may result in suspension or removal from future programs without refund.


Medical Information & Emergency Procedures

The health and safety of every participant is our highest priority.

Prior to participating, all participants (or a parent/legal guardian for minors) must disclose any medical conditions, allergies, injuries, medications, or physical limitations that could affect participation.

Participants are responsible for informing instructors of any changes to their medical information before each session.

Emergency Contact Information

Each participant must provide:

  • Primary emergency contact name

  • Relationship to participant

  • Primary phone number

  • Secondary emergency contact (recommended)

Medical Conditions

Participants should disclose, where applicable:

  • Asthma

  • Diabetes

  • Heart conditions

  • Seizure disorders

  • Severe allergies

  • Previous surgeries

  • Recent injuries

  • Musculoskeletal conditions

  • Any condition that may affect safe participation in physical activity

Medication

Participants who require emergency medication (such as inhalers, EpiPens®, glucose tablets, or similar medically necessary items) are responsible for bringing them to every session.

Parents or guardians of younger participants should ensure instructors are aware of where emergency medication is located.

Injury or Illness During a Session

If a participant becomes injured or ill during a program:

  • Activity will stop immediately.

  • A qualified staff member will assess the situation.

  • Basic first aid will be provided within the scope of the instructor’s training.

  • Emergency contacts will be notified when appropriate.

  • Emergency Medical Services (911) will be contacted immediately if staff believe emergency medical care is required.

Medical Authorization

In the event that a parent, guardian, or emergency contact cannot be reached, the participant (or parent/guardian) authorizes Reliantrust staff to obtain emergency medical assistance when, in the reasonable judgment of emergency responders or medical professionals, immediate treatment is necessary.

Any medical expenses incurred remain the responsibility of the participant or their parent/legal guardian.

Assumption of Risk

Participation in jump rope, fitness training, conditioning, and recreational physical activity involves inherent risks, including but not limited to falls, slips, muscle strains, sprains, bruises, fractures, and other injuries.

By participating, each participant (or parent/legal guardian) acknowledges these risks, confirms they are medically fit to participate, agrees to follow all safety instructions, and voluntarily accepts responsibility for the inherent risks associated with physical activity.

Reliantrust is committed to maintaining a safe environment through proper instruction, supervision, and equipment; however, no program can eliminate all risks associated with physical activity.