Policies and Procedures
Key Policy:
We ask that Pet Owners keep lockboxes on their property if possible. We have lockboxes available for rental for a fee of $20. These lockboxes do not need to be on the doorknob but must be protected from the elements. We have found that codes and lockboxes are the best all around in case of emergency, sickness of the sitter, etc. Lockboxes or garage/door codes are required for pets with time-sensitive medications to ensure timely application of medicines.
If a lockbox or garage/door code is not available, we require two copies of keys. We keep one copy on file for safekeeping and one with the sitter who is providing services.
For those who cannot provide key copies, we can either meet up with you to pick up and drop off keys or you can utilize our lockboxes in our office. The office is open Monday thru Friday, 8 am to 5 pm. We ask if you want to use a lockbox in our office that you message us the day of and we will provide you with a fresh lockbox code and number as we change them frequently. If you desire a pick up/drop off of keys before and after services, the pick up/drop off is $20 per occurrence.
If a client has not used our services in 3 or more years, their keys will be properly disposed of and fobs will be returned to management.
Booking and Payments:
Clients must have a credit card, debit card, or bank account linked to the portal in order to book services.
Previous invoices must be paid in full by the client in order to book services.
Invoices are due on the last day of service. Any invoice over $200 must be paid at least 50% by the first date of services or services will not be performed.
Any invoices 14 days past due will incur a 20% late fee and the payment method on file will automatically be charged. If an invoice is past due by 14 days and the payment method on file has insufficient funds to cover the balance, or the payment method is invalid, legal action could be taken and the client would be liable for any legal fees. Any invoice past due by 30 days or more will incur a 50% late fee.
Reservations are made to plan sitter availability to clients. Therefore, clients returning home early will be required to pay for the reserved amount of time scheduled. Clients will not have to pay for scheduled Special Services not performed (such as waste removal).
If paying by check, the client should notify Paws and Claws Pet Service before services are performed. The client should include if they have mailed the check or left the check in their home for the Pet Sitter to retrieve. There will be a $20 service charge for each bounced or returned check.
Cancellations and Other Fees:
Please understand that our cancellation policy reflects sometimes needing to turn down other client requests due to current bookings, especially for our overnight services. Booking services is reserving time with a sitter and last minute cancellations can affect our staff members’ anticipated income.
Cancellation Charge Schedule for Daily Visits (Midday Daily Dog Walks):
Visit canceled before 9 AM day of: 0% of service total is due.
Visit canceled after 9 AM day of: Payment in full is charged (no refunds).
Non-Holiday Cancellation Charge Schedule for Vacation Visits / Non-Daily Dog Walks:
0 - 48 hours prior to any service (non-holiday): Payment in full is charged (no refunds)
3 - 7 days prior to service (non-holiday): 50% of service total is due (equals a 50% refund)
8+ days prior to service (non-holiday): 0% of service total is due.
Non-Holiday Cancellation Charge Schedule for Overnight Care / Extended Home Visits:
0 - 7 days prior to any service (non-holiday): Payment in full is charged (no refunds)
8 - 14 days prior to service (non-holiday): 50% of service total is due (equals a 50% refund)
25+ days prior to service (non-holiday): 0% of service total is due.
Holiday Cancellation Charge Schedule for Vacation Visits / Non-Daily Dog Walks:
0 - 5 days prior to any service (holiday/holiday weekend): Payment in full is charged (no refunds)
6 - 10 days prior to service (holiday/holiday weekend): 50% of service total is due (equals a 50% refund)
11+ days prior to service (holiday/holiday weekend): 0% of service total is due.
Holiday Cancellation Charge Schedule for Overnight Care / Extended Home Visits:
0 - 14 days prior to any service (holiday/holiday weekend): Payment in full is charged (no refunds)
15 - 30 days prior to service (holiday/holiday weekend): 50% of service total is due (equals a 50% refund)
31+ days prior to service (holiday/holiday weekend): 0% of service total is due.
Fees:
Last minute booking fee (48 hours or less for weekdays, 5 days or less for weekends, 10 days or less for holidays): $10 per set of visits.
Weekend visit fee: $3/visit
After/before hours fee (visits requested for -specifically- before 8 am or after 6:30 pm* or for bedtime visits): $3/visit
*Clients booking morning/late afternoon/dinner visits will not incur this fee unless the client specifies they want before 8 am or after 6:30 pm. All bedtime visits will incur this fee.
Holiday Fees:
Thanksgiving, Christmas Eve, and Christmas: $15 Holiday fee/visit, $40 Holiday fee/overnight care.
New Year’s Day, Easter/Easter Weekend, Memorial Day/Memorial Day Weekend, Independence Day, Labor Day/Labor Day Weekend, and December 21-January 3: $10 Holiday fee/visit, $20 Holiday fee/overnight care.