Policies & Service Agreement

Reservation Policy

Paw Pals Pet Sitting services must be requested in advance. We will need to coordinate with our sitters on their availability, and we want to make sure our sitters can devote the time needed to your paw pals. Reservations are best made via email, via the service request form on our website, or via our online client portal. Please note: services are not reserved until acknowledged and invoiced by Paw Pals Pet Sitting, and reserved services are not confirmed until payment in full is received.

Late Booking Policy

We understand that emergencies and last minute plans arise, and we will do everything we can to accommodate short notice requests. However, all late bookings are subject to the following surcharges. Please note: visit requests made after the close of business hours will be considered received as of the next business day.

1. • Monthly Midday Walk Services: Any visit requested with less than 2 business days’ notice will incur a $10/visit surcharge. Any visits requested for the same day will incur a $25/visit surcharge.

1. • Vacation Services: Any visits requested with less than 4 business days’ notice will incur a $10/visit surcharge. Any visits requested for the same day will incur a $25/visit surcharge.

1. • Bed & Biscuit/Overnight Services: Any requests made with less than 6 business days’ notice will incur a $30/night surcharge.

Payment Policy

Payment is due in full prior to services commencing, via the online Paw Pals client portal, unless special arrangements are agreed upon in writing by both parties. Paw Pals Pet Sitting retains the right to cancel any reservations not paid for by the following deadlines:

1. • Monthly Midday Walk Services: Payment is due by the 1st of the month. A 15% late payment fee for the entire monthly service will be added if payment is not received by the 6th of the month.

1. • All Other Services: Payment is due 2 weeks prior to the first date of service, or within 24 hours if it is less than 2 weeks prior to the first date of service.

Cancellation Policy

When you book visits with us, you’re not only scheduling service but also reserving your pet sitter’s time. Therefore, we require advance notice of any cancellations so that we are able to adjust sitter’s schedules for other clients accordingly. Cancelled services are subject to the following cancellation fees:

1. • Monthly Midday Walk Services: 
     1. By the end of the business day prior to the date of service: no charge (full refund or credit).
     2. By 9:00am on the day of service: 50% charged (50% refund or credit).
     3. After 9:00am on the day of service: no refund or credit.

• • All Other Services (Non-Holiday):
    1. More than 5 business days prior to the start of service: no charge (full refund or credit).
    2. Between 2-4 business days prior to the start of service: 50% of total service charged (50% refund or credit).
    3. Less than 2 business days prior to the start of service: no refund or credit.

• • All Other Services (Holiday):
    1. More than 10 business days prior to the start of service: no charge (full refund or credit).
    2. Between 5-10 business days prior to the start of service: 50% of total service charged (50% refund or credit).
    3. Less than 5 business days prior to the start of service: no refund or credit.

Service Agreement

1. A signed Paw Pals Pet Sitting Service Agreement must be provided to Paw Pals Pet Sitting before service is provided for any period.
2. Paw Pals Pet Sitting services must be requested in advance. Services are not reserved until acknowledged and invoiced by Paw Pals Pet Sitting.
3. Payment is due in full prior to services commencing, via the online Paw Pals client portal, unless special arrangements are agreed upon in writing by both parties. Reserved services are not confirmed until payment in full is received.
4. Services cancelled by the client are subject to cancellation fees.
5. Clients returning home early will be required to pay for the reserved visits scheduled.
6. The client must have legal rights to place the animal(s) in the care of pet sitters, kennels, and veterinary clinics. Paw Pals Pet Sitting cannot service a home with “visiting” pets or animals that do not belong to the resident of the service site without separate sets of Paw Pals Pet Sitting Service Agreements accepted and signed by each rightful owner.
7. Paw Pals Pet Sitting reserves the right to refuse service to anyone, and is obligated to report any cases of neglect if there is any indication of animal abuse — lack of food/water, limited and filthy space, harsh training, etc.
8. Paw Pals Pet Sitting may use its discretion to stop and end service at any time if a pet poses a danger to the safety or health of itself, other pets, other people, or the pet sitter. If concerns prevent the pet sitter from continuing service for a pet, the owner authorizes the pet to be placed in a kennel or previously arranged local if possible. All subsequent charges including (but not limited to) transportation, kenneling, tranquilizing, treating, accessing, and liability are to be the responsibility of the owner.
9. Paw Pals Pet Sitting does not allow any dogs to be off leash under our care unless they are in a secure fenced yard. The client is responsible for the pet-proofing of the house and yard, and for ensuring all fences/gate/latches function properly. Paw Pals Pet Sitting will not be responsible for the safety of any pets and will also not be liable for death, injury, disappearance, or legal consequences of any pet with unsupervised access to outdoors.
10. Paw Pals Pet Sitting requires all pets to have current rabies vaccinations, and for all dogs to be licensed.
11. The pet owner is responsible for supplying the necessary and safe equipment equipment/supplies needed for the care of their pet(s), including (but not limited to) a sturdy, well-fitting harness (halter, collar, etc.) for walks or in case of emergencies, firmly affixed vaccination tags, a non-retractable lead rope or leash, pet waste bags, litter boxes and litter scoops, cleaning supplies, medicines, pet food, and cat litter. The pet owner authorizes any purchases necessary for the satisfactory performance of duties. The pet owner agrees to be responsible for the payment of such items, as well as any service fees for obtaining said items, and will reimburse Paw Pals Pet Sitting within 24 hours for all purchases made. Any payments not made within 24 hours will incur a $25 late fee.
12. Paw Pals Pet Sitting is authorized to seek any emergency veterinary assistance needed during visits, at the cost of the client, from the client’s preferred veterinarian. If the preferred veterinarian is unavailable or otherwise indisposed, Paw Pals Pet Sitting is authorized to seek emergency veterinary assistance from another veterinarian.
13. Paw Pals Pet Sitting is not responsible for any damage to the property of the client or others unless such damage is caused by the negligence of the pet sitter. Paw Pals Pet Sitting agrees to remain insured through Travelers Insurance or a comparable pet sitting liability insurance. Paw Pals Pet Sitting accepts no responsibility for loss to the premises if other individuals have access to the client’s home, or if the home is not properly secured.
14. In the event that the pet owner books any pet transportation services, Paw Pals Pet Sitting is hereby authorized to transport said pet(s) to/from the designated destination(s) as requested. The pet owner is responsible for providing any special equipment for the transportation of their pet(s).
15. The terms of this document apply to all pets owned by the client, including any and all new pets that the client obtains on or after the date this document is signed, and at any and all locations the owner designates for service.
16. The pet owner will be responsible for all medical expenses and damages resulting from an injury to a pet sitter, or other persons, by the pet. The client agrees to indemnify, hold harmless, and defend Paw Pals Pet Sitting in the event of a claim by any person injured by the pet.
17. This agreement permits Paw Pals Pet Sitting to accept all future reservations and to provide service without additional signed Legal Considerations agreements.
18. Paw Pals Pet Sitting agrees to provide the agreed upon services in a manner that is trustworthy, caring, and dependable. In consideration of the services as an express condition thereof, the client expressly relinquishes any and all claims against Paw Pals Pet Sitting except those arising from negligence.
19. This Agreement is valid from the date signed, and replaces any prior Legal Considerations agreements. The client agrees to any future Paw Pals Pet Sitting term changes relayed verbally to the client, mailed or emailed in writing to the client, or posted on the Paw Pals Pet Sitting website under the heading “Terms”.
20. This Agreement is at will and may be terminated by either party at any time.
21. The client states that he/she has read this Agreement in its entirety and fully understands and accepts its terms and conditions.