At the heart of everything we do is a genuine and unwavering love for pets and their humans. This deep passion drives us every day, influencing all our actions and decisions. That’s why we’re truly excited to share our PAW-licies (policies) with you! These carefully designed policies are a reflection of our dedication to the well-being of your beloved furry friends, our unwavering core values, and our wholehearted commitment to transparency, openness, and honest communication. They form the bedrock of the trust we aim to build with you and our surrounding communities, ensuring a strong, meaningful, and lasting relationship that you can always rely on.

 

Our ultimate goal is to make your entire experience with us as seamless, enjoyable, and stress-free as it can possibly be. We are fully committed to delivering the highest quality pet care, while also ensuring that you feel completely informed, supported and have peace of mind every step of the way. By consistently upholding high standards of excellence and making all important information easily accessible to you, we strive to provide the exceptional care, attention, and peace of mind that both you and your cherished pets truly deserve.

Cancellations 

At the heart of our mission is providing exceptional care for your pets, fostering a happy and dedicated team, and ensuring seamless operations. To support these goals, we’ve implemented a Cancellation Policy for all appointments. We understand that life can be unpredictable, and plans may need to change. While we empathize with these situations, upholding the quality of our services and supporting our team requires us to address last-minute cancellations with fees when necessary.

If a cancellation occurs after we’ve arrived at your home, the full amount for the scheduled service will be charged. This policy helps us maintain an efficient schedule and ensures that every client receives the focused care and attention they deserve. By booking with us, you’re not just reserving time for your pet—you’re also securing our commitment to providing the highest level of care.

When you schedule a service, our team prioritizes your needs, often turning away other clients to dedicate time exclusively to you. We kindly ask for your understanding, as this policy is designed to help us serve all clients effectively. If you have any questions or need further clarification, please don’t hesitate to reach out to us.

**OUR CANCELLATION POLICY:**

• We kindly request as much notice as possible for cancellations. Late cancellations will result in a full charge for the scheduled service.
• For non-holiday appointments, we require at least five (5) days’ notice. For holiday bookings, we ask for a minimum of eight (8) days’ notice, as these periods are especially busy and often booked months in advance.
• Cancellations made within four (4) days of a non-holiday appointment or within seven (7) days of a holiday booking will incur a 50% charge of the service fee.
• If a sitter or walker is en route or has already arrived at your location when a cancellation is made, the full cost of the service will be charged to compensate for their time and travel.
• Same-day cancellations or cancellations made with less than 24 hours’ notice will also result in a full charge.

Notification of Returning Home

At PAWsome Companions, your pet’s safety is always our top priority. Travel plans can sometimes result in unexpected delays, so we kindly ask that you notify us promptly upon returning home. If we do not hear from you within 12 hours of your last visit, we will schedule an additional check-in to ensure your pet's well-being. Please note that this extra visit will incur a full visit fee, along with a $10 travel surcharge. Thank you for your cooperation in helping us maintain the highest standards of pet care.

24-Hour Overnight Stays

For our 24-hour ‘come & go’ service at your home, our professional sitters may occasionally step out during standard business hours (6 AM - 11 PM) to fulfill obligations for other clients. These brief absences typically last between 2 to 4 hours, and rest assured, your pets’ essential needs—such as feeding, bathroom breaks, and playtime—will be fully attended to before the sitter leaves.

Your pets’ comfort and well-being remain our utmost priority, even during these short breaks. We encourage you to share any specific instructions or preferences regarding your pet’s care during these intervals. Our goal is to provide a stress-free, seamless experience for both you and your furry companions.

Accepted Forms of Payment

We prioritize Zelle for payments to help avoid additional processing fees. You can find our Zelle account through the phone number 805-206-0349. Additionally, we accept payments via Venmo, Apple Pay, Cash App, PayPal, credit cards, and cash.

Kindly note that credit card payments and invoice transactions are subject to a 3.0-3.49% processing fee, except for Zelle payments. Personal checks are accepted only with prior management approval.

Meet and Greets

We believe the best care starts with building trust and connection. That’s why we offer a complimentary meet-and-greet session before caring for your beloved pets. This allows us to get to know each other and gives your pets the chance to feel comfortable in their environment. During this visit, we’ll discuss services, fees, and policies, and provide references for added peace of mind. You’ll also receive an informational packet for future reference.

 

If you proceed with our services, we’ll ask you to complete a new client form, sign our pet care agreement, and, if applicable, provide a key agreement. For added convenience, we request a spare key to be securely stored at our office. We’ll also discuss your pet’s routines, diet, medical needs, and favorite activities to ensure personalized care.

We recommend scheduling appointments at least one week in advance, and during holiday periods, two months ahead to secure your spot. While we try to accommodate last-minute requests, early bookings help us prioritize your pets’ needs. To prevent unnecessary visits and billing errors, we kindly request a quick check-in call when you return home.

Parking Spaces

Access to parking is essential for our sitters and walkers, especially in high-demand areas like apartment complexes and permit-only zones. Without a parking spot, we may not be able to provide services as scheduled, with the full fee still applying. To avoid inconvenience, we ask that you arrange for accessible parking in advance.

Due to scheduling constraints, our team is unable to pick up pets from high-rise buildings or large complexes. We kindly ask that pets be brought to the lobby or front entrance for smooth handovers.

Medication Administration

While we diligently follow all medication instructions, we cannot guarantee specific outcomes or accept liability for complications or missed doses. Pets with certain behaviors—like extreme shyness or startle responses—may face challenges during medication administration. Please discuss any concerns with us in advance.

Our team will make every effort to medicate your pet within a 10-minute timeframe at no additional cost. If the pet remains uncooperative or out of reach, we will document the missed dose and notify you. Our priority is to minimize stress for your pet while ensuring their care needs are met.

Shared Pet Care Services

We understand that pet care may involve collaboration with family, friends, or other professionals. To ensure clear communication and accountability, we’ve established a liability policy for shared care arrangements:

• Third-Party Actions: PAWsome Companions is not responsible for the actions of individuals outside our team, including family, friends, or other caregivers.
• Shared Responsibilities: It is your responsibility to provide clear care instructions to all involved parties. We are not liable for errors or differing practices that may occur.
• Insurance & Liability: Our insurance covers incidents directly related to our services but does not extend to third-party individuals. Additional insurance options are recommended for shared care arrangements.

It is the Client’s responsibility to provide clear and detailed instructions regarding their pet’s needs, preferences, and care requirements to all parties involved. The Service Provider cannot be held liable for any miscommunications, misunderstandings, or inconsistencies arising from shared responsibilities or differing care approaches. By utilizing our services, you confirm your understanding and acceptance of this policy.

Plant Care

Our team offers personalized indoor and outdoor plant care tailored to your instructions. While we strive to provide meticulous care, we cannot assume responsibility for pre-existing conditions, such as unhealthy or wilted plants. To assist us, please clearly mark the plants requiring attention or place them in a visible, water-resistant area. This ensures proper care and prioritization for your greenery.

Emergency Backups

In unforeseen situations where your primary sitter is unavailable, we have a robust backup system in place to ensure uninterrupted care for your pets. A secondary caregiver will be briefed thoroughly on your pet's needs and routines to maintain consistency. You will be notified of any changes, and our team will facilitate introductions to minimize disruptions. Our proactive approach guarantees your pets’ care and your peace of mind.

Social Media

We love featuring the adorable pets we care for on our social platforms like Instagram and Facebook! By agreeing to our policies, you give us permission to share photos of your pets during visits. If you'd prefer not to participate, simply let us know, and we’ll happily honor your request.

Visit Surcharges 

At PAWsome Companions, LLC, we reserve the right to charge $15.00 for every additional half-hour (or portion thereof) beyond the scheduled visit time. This fee covers any extra time required to ensure the proper care of your pet(s) and home. Situations that may incur this charge include, but are not limited to:

• Extensive cleaning of soiled pet areas
• Trips to the veterinarian
• Caring for ill pets
• Cleaning up after incontinence, accidents, or frequent vomiting
• Administering medications with complications
• Purchasing pet food, medication, or other supplies
• Waiting for emergency home repairs
• Locating and securing escaped pets
• Dealing with pets refusing to return to their designated areas (crate, kennel, room, etc.)

Our priority is the safety and well-being of your pets and home, and these charges ensure we can provide the care and attention needed during unexpected situations.

Rainy Days & Hot Weather 

Dog walking services will be conducted in light rain. However, in cases of severe weather such as heavy rain or storms, there may be a necessity to abbreviate or cancel your pet's walk. Your assigned walker retains the discretion to make this decision, even if you request the walk to proceed.

 

Should you opt to maintain your booking, the scheduled time can be utilized for indoor activities, playtime, or reserved for a future service. In the event that your pet becomes wet, they will be towel dried. We acknowledge the unpredictable nature of weather conditions and respect your choice regarding whether to proceed with the walk. Light rain is typically manageable, and services will be rendered as planned. However, for heavier rain, temperatures below 50 degrees, high wind chill, winds exceeding 10mph, or temperatures over 85 degrees, your walker may suggest rescheduling or substitute your scheduled walk or hike with enrichment activities as mentioned earlier.

 

Please be aware that your walker may reschedule your booking at their discretion due to weather conditions. If you prefer your dog not to walk in wet conditions and are unable to provide 24 hours' notice, we will endeavor to reschedule within the same week without disrupting other appointments.

One Visit Every Day

Our pet-sitting policy represents a steadfast dedication to the health and well-being of your valued pets. As part of our professional commitment, we require all clients receiving drop-in visits to book a minimum of one daily visit for cats, two daily visits for dogs and three visits for puppies under 1 year of age. For dogs, however, we strongly advise three visits per day to ensure optimal socialization, safety, and care. To maintain consistency and reliability, our twice-daily visits are scheduled no more than 12 hours apart.

We adhere to the principle that skipping even a single day of care is not an acceptable option for your pet's well-being. Although tools such as automatic feeders, litter robots, water fountains or a pet's independent nature may seem adequate, we require daily visits to prioritize their safety, comfort, overall happiness and mental wellbeing. As experienced and professional caregivers, we uphold the highest standards of service, ensuring that your pets receive attentive, compassionate, and quality care during your absence.

Booking Deposit 

We are dedicated to delivering exceptional pet care services because we value our clients and their furry companions. To confirm your reservation, a 50% deposit is required at least 72 hours before your service begins. Please note that all deposits are final and non-refundable. During peak holiday seasons, we do not charge extra fees or surcharges, as we know this is a time when you need us the most. However, availability can be limited, so we encourage booking early—particularly for in-home visits or overnight stays, which are especially popular during these busy times.

Early Returns

When you book our pet sitters for a specific period, you are securing their dedicated time, attention, and resources to care for your beloved pets. If you happen to return home earlier than planned, the full duration of the initial booking will still be charged. This policy enables us to consistently deliver high-quality care, effectively allocate resources, and fairly compensate our sitters for the time they set aside for your pets.

By reserving specific dates with us, we may need to decline other potential clients requesting the same timeframe, leading to missed opportunities for our team. Our Early Return Policy ensures fairness by protecting against these opportunity costs and reinforcing the commitment to the dates you originally selected.

Veterinarian & Emergency Contacts

We highly recommend choosing a 24-hour veterinary clinic to handle any unexpected emergencies. Since emergencies often happen outside of regular business hours, having access to round-the-clock veterinary care is essential for your pet's safety and well-being. To provide you with extra peace of mind, we also require 2-3 emergency contacts. In the unlikely event that we cannot reach you, these contacts enable us to act quickly and responsibly to address any urgent situation.

New Client Form

To ensure we provide the best care for your pet, all new clients are required to complete our client information form before any pet sitting services, including overnights, walks, and drop-in visits. This form helps us gather essential details about your pet, such as their breed, age, weight, veterinary contact, emergency contacts, feeding schedule, medication needs, preferences, likes and dislikes, and any relevant medical conditions.

We recommend keeping the completed form in a visible spot at your home so your pet sitter can easily access it as needed during their visit. The form will be sent to you upon booking your meet and greet with us.

Arrival Times

To help us optimize scheduling and ensure the best possible service, we kindly ask for a 2-hour window around your preferred walk or visit time to allow for any adjustments. Please be aware that same-day requests, while we strive to accommodate them, may not always be possible during peak periods, which typically fall between 7:00–10:00 am, 12:00–2:00 pm, and 4:00–8:00 pm, Monday through Friday. During these busier times of day, when demand is higher, a 3-hour window may be necessary to ensure we are able to meet your request efficiently and without compromising quality.

Vaccinations

To ensure the safety and well-being of all your beloved pets, we kindly require that all pets are fully up to date with their necessary vaccines and immunizations.

Other Visitors

For the sake of security and transparency, we kindly ask that you notify us in advance if anyone will be entering your home while you’re away. This includes family members, friends, neighbors, workers, house cleaners, or any other individuals who may need access. Providing this information is essential as it ensures we have a complete and clear understanding of who will have access to your property at all times.

Home Access

There are a few ways to provide access to your home for our services. Please choose the method that works best for you:

Lockbox with Key (Preferred Method)

• A lockbox containing your house key must be placed in an easily accessible location at the front of your home. Ensure the key works properly and the box is reachable, even in bad weather or during nighttime. While we may use a keypad, garage code, or e-key, a physical key is always required as a backup in case electronic access fails.
• If you don’t already have a lockbox, we offer them for purchase at $25 each.

Key Copy

• You may provide one or two copies of your house key. One key will be kept by your assigned pack leader, and, if a second key is provided, it will be securely stored in a locked box at PAWsome Companions, LLC office.
• If you prefer not to let us keep a key, we can leave it in a designated location of your choice. However, please note that you assume all risks and liabilities for any incidents that might occur, especially if the key is stored in an unsecured spot like under a mat.
• If your key becomes unusable, your lock malfunctions, or if a key is not provided, PAWsome Companions, LLC is authorized to contact a locksmith to gain access on your behalf. Any expenses related to this service will be the responsibility of the client to pay.
• Keys may also be left with a full-time concierge, but please be aware this might reduce the time spent caring for your pet, depending on how quickly the concierge provides access.
• Keys will be securely stored for future services. If you request your keys to be returned after the end of services or for a future appointment, a $15 service fee will apply. Alternatively, you can pick up or drop off keys at a location convenient for the pack leader.
• If your account remains inactive for over a year, PAWsome Companions, LLC reserves the right to destroy all keys and access devices associated with your account.

Gate Access

• If you live in a gated community, you must provide a gate card, remote, or the necessary access codes. This is mandatory unless the community disallows such devices. For security and professionalism, we will not attempt to gain access by using a leasing office or by following someone through the gate.

House Alarms

• If you keep your house alarm active during our visits, please provide the alarm codes, password, alarm company name, and phone number in our secure online reservation system. We are not responsible for false alarms if this information is missing or incomplete. Ensure your alarm system is in proper working order to avoid any unnecessary issues.
• If your alarm details change at any time, please update your information in your Walkies Journal or notify PAWsome Companions, LLC office immediately.

Pet Guardianship 

Life is unpredictable, and emergencies can occur when we least expect them, potentially putting your well-being—and that of your beloved pets—at risk. To ensure your pets are cared for in such situations, we strongly recommend designating both a local emergency contact and a trusted pet guardian. Your pet's safety and happiness are our highest priorities, and we are fully committed to following your instructions to provide seamless, reliable care during unforeseen events. While we have yet to face such scenarios, our comprehensive preparedness gives you peace of mind, knowing your pets will always be loved and cared for.

 

We understand how overwhelming emergencies can be for pet owners. That’s why taking proactive steps, like appointing an emergency contact and pet guardian, is so essential. These precautions ensure your furry companions are protected and well looked after during uncertain times. With a team ready to act quickly and responsibly, you can rest assured we’ll prioritize your pets’ well-being above all else. Your trust means the world to us, and we are devoted to upholding the highest standard of care for your cherished companions.

Privacy Policy

At PAWsome Companions, LLC., the protection of your privacy is of paramount importance to us. We are fully dedicated to preserving the confidentiality and security of your personal information with the utmost professionalism. Under no circumstances will your information be sold or shared. We recognize the significance of the trust you place in us by providing your personal details, and we are steadfast in upholding that trust through adherence to the highest standards of data protection and privacy practices. Safeguarding your privacy is not merely a promise—it is a fundamental commitment that we uphold with diligence and integrity. With PAWsome Companions, LLC., you can be assured that your information is managed securely and with the greatest level of care.

Code of Conduct and Ethics