Policies

At PAWsome Companions, we truly believe in being open and honest with our clients, and we share a deep commitment to the well-being of animals. That’s why we’re excited to introduce our PAW-licies—guidelines that reflect our dedication to transparency and clear communication.

These principles are the heart of our organization and are essential to building strong, trusting relationships with you, our valued clients. We want to make everything as clear and straightforward as possible, ensuring that your experience with us is smooth and enjoyable. Our goal is to provide top-notch pet services while keeping you informed every step of the way.

By maintaining high standards and making important information easily accessible, we strive to deliver the best service possible. Thank you for being part of our community—we're here to support you and your furry friends!

Cancellations

Any cancellations made without proper notice will result in the full charge of pet services for all scheduled visits. Please be advised that we do not provide refunds, rather credits that can be applied towards future services.

We kindly request that cancellations be made at least (5) days before non-holiday trips and (8) days before holiday trips. Holidays are our busiest times and we are often booked months in advance. We turn down more clients than we can service during major holidays.

Failure to do so and canceling within (4) days of a non-holiday trip or (7) days of a holiday trip will incur a 50% charge of the initial service cost that will be invoiced to you. This policy excludes any one-time visit services like dog walks, daily activities, excursion trips, etc. only if our team member has not arrived at your residence or is not already en route. If they have arrived or are on their way you will be responsible for the initial cost of the booked service.

Providing timely notice for cancellations is always appreciated. However, we recognize that unforeseen circumstances can arise, and that’s why we don’t charge a cancellation fee to our clients. In the event that you need to cancel a scheduled service or walk within 24 hours, kindly inform us via our primary number or through text, or by sending a message to your designated sitter through Walkies. No cancellation fees will be charged for such requests.

Once the cancellation has been confirmed, an email notification will be sent to you, and any relevant credit from the booking will be deposited into your account here with us. This credit can be used for future bookings within ONE year of the original service booking. It’s important to note that if the sitter is en-route or has already arrived at your home, no credit will be issued.

Notification of Returning Home

At PAWsome Companions, pet safety is our top priority. We understand travel can lead to unexpected delays, so we ask that you notify us as soon as you return home. If we do not hear from you within 12 hours after your last visit, we will arrange an additional check-in for your pets.

This extra visit will incur a full visit fee plus a $10 charge for unexpected travel costs. We appreciate your cooperation, which helps us maintain our high care standards. Thank you for trusting us with your pets; we look forward to continuing to provide them with love and attention.

24-hour Overnight Stays

When providing a full 24-hour stay at your residence, our pet sitters may have commitments with other clients, necessitating brief absences from your residence that can range from 2 to 4 hours. However, please be assured that your pets will be tended to before our sitters depart, with attention given to their needs such as potty breaks, feedings etc.

Be at ease knowing that your pets will be carefully monitored and cared for, even during these short intervals when our sitters are away. Our utmost priority is the health and happiness of your beloved animals, and we aim to facilitate a smooth and worry-free experience for both you and your pets. Should you have any specific requests or instructions regarding your pet's care during these temporary departures, kindly inform us so we may accommodate them to the best of our ability.

Accepted Forms of Payment

We prioritize the use of Zelle over other payment methods. Our Zelle account is registered under '8052060349'. Additionally, we can accommodate payments via Venmo, Apple Pay, Google Pay, Cash App, PayPal, Cash, and credit cards. Please note that there is a 3.49% processing fee for all credit card transactions, and any payments made through invoices. We do not accept personal checks unless approved by management.

Parking

Securing a parking spot in places with limited parking, such as apartment complexes, Los Angeles streets, and permit zones is crucial for our dog sitters and walkers. If a parking spot is not available, it will prevent us from providing your pet care service and you will still be charged the full fee of the service for time and travel. It is important to plan ahead and ensure that a parking spot is available for our team members to avoid any inconveniences with your services.

Due to our tight schedule, we do not pick up from tall buildings or complex residential areas. In these situations, pet owners are required to bring their pets to the front or lobby of their residence to staff members. To ensure the best care for your pets and the successful completion of services you have paid for, please make sure our team can park easily and you designate where we should park during the meet and greet.

Medication Administration

While we aim to fulfill all medication requests and adhere to clients' instructions, please understand that we cannot guarantee outcomes or assume liability for any resulting complications or missed doses. Pets with medical conditions or traits such as extreme timidity or startle responses face inherent risks when receiving medications from unfamiliar individuals. If this describes your pet, we recommend discussing your concerns with our staff.

Some pets tend to hide or avoid contact with strangers, complicating medication administration. We ask clients to consider this when scheduling visits. Our staff will make attempts to locate and treat pets for up to 10 minutes at no charge. If the pet remains unseen or non-compliant after that time, we will document any missed doses and notify the client. In addition to time constraints during visits, we seek to minimize stress or anxiety for all pets under our care when providing medications.

For the health and safety of all clients and their pets, we do not accept animals presenting with contagious illnesses. All pets must have up-to-date vaccinations before services commence. If one of our staff is exposed to an illness due to an improperly vaccinated pet, the client will be held liable for any resulting costs or damages.

Shared Pet Care Services

We understand that pet ownership often involves collaboration with family members, friends, or other pet care professionals. To clarify our responsibilities and establish clear expectations regarding shared pet care duties, we have developed this Liability Policy. By utilizing our services, clients acknowledge and agree to the terms outlined herein. This policy applies to all clients of PAWsome Companions who engage in shared pet care arrangements with other individuals, including but not limited to family members, friends, neighbors, or other pet care businesses. It is essential to understand that while we strive to maintain the highest standards of pet care, the involvement of third parties can introduce variables beyond our control, therefore we are absolved of any and all liability. You will also be required to sign an additional shared services contract:

1. **Independent Actions of Third Parties**: PAWsome Companions shall not be held liable for any actions or omissions of individuals outside of our organization. This includes, but is not limited to, family members, friends, or staff from other pet care businesses who may assist in the care of the client’s pets. Clients acknowledge that PAWsome Companions cannot oversee or manage the care provided by these third parties and, therefore, cannot assume responsibility for their actions.

2. **Shared Responsibilities**: When clients choose to share pet care duties with others, it is the client’s responsibility to communicate the specific needs, preferences, and care instructions for their pets. PAWsome Companions is not liable for any misunderstandings, miscommunications, or errors resulting from shared responsibilities or differing care procedures implemented by third parties.

3. **Health and Safety Concerns**: Clients are encouraged to ensure that any individuals involved in the care of their pets are adequately trained and capable of providing the necessary care. PAWsome Companions cannot be held responsible for any injury, illness, or adverse event that may arise from the involvement of third parties in the pet care process.

4. **Insurance and Liability Coverage**: PAWsome Companions carries liability insurance to protect against incidents specifically arising from our services. However, this coverage does not extend to actions taken by third parties. Clients are advised to consider obtaining their own insurance coverage for any potential liabilities arising from shared pet care arrangements.

By engaging the services of PAWsome Companions, clients acknowledge that they have read, understood, and agreed to the terms of this Liability Policy. Clients further agree to indemnify and hold PAWsome Companions harmless from any claims, damages, or losses arising from the actions of third parties involved in the care of their pets.

Plant Care

PAWsome Companions offers plant care service for both indoor and outdoor plants, tailored to the needs of each client when services are booked. Our team will diligently tend to and water your plants as requested, ensuring they receive the care they need to thrive. However, it is important to note that we are not responsible for any plants on the property that may be unhealthy, wilted, or dead. This also applies to any plants that are In similar condition when client returns.

While we strive to follow the instructions provided by our clients, we cannot guarantee the outcome or results of our plant care services. To help us better care for your plants, we ask that you clearly indicate which plants require attention by labeling them or placing them on a water-resistant surface in plain sight. This will ensure that our team can easily identify and care for the plants that need it most.

Emergency Backups

In the event of an emergency involving your regular pet sitter or dog walker, we have a backup plan in place to ensure that your beloved pets continue to receive the attentive care they deserve. Our dedicated team understands that unforeseen situations can arise, and we are committed to providing peace of mind for you as a pet owner.

Should your primary caregiver become unavailable for any reason, we will promptly arrange for your secondary pet caregiver to step in and assist with your pet's needs. This backup caregiver will be fully briefed on your pet's specific requirements, routines, and preferences to ensure a seamless transition. We believe that familiarity is key to a pet's comfort, so the main caregiver or manager will personally introduce the substitute caregiver to your pets, allowing for a smooth adjustment period.

You will be kept informed every step of the way, receiving timely updates about any changes in caregiving arrangements. Our priority is to maintain a consistent and nurturing environment for your pets, regardless of the circumstances. With our proactive measures in place, you can rest assured that your pets will continue to receive the highest level of care and attention, even in the most unexpected situations. Your peace of mind is our top priority, and we are here to support you and your furry family members at all times.

Social Media

PAWsome Companions, LLC. may use photos of your pets in their social media marketing on Facebook, Instagram, Nextdoor or other social/media platforms from prior visits from daily check ins, dog walks or boarding clients. You are giving us permission to use photos of your pets by agreeing to these policies.

Key Retrieval

If you choose not to provide keys during the Meet & Greet or keep a key on file, we offer a key pick-up and return service for a fee of $20 per trip. This charge covers our time and travel expenses for driving to your residence when pet care services are not being rendered. To ensure preparedness, keys should be picked up at least 24-hours before the first service so that we can securely store a copy at the office in case your assigned pet sitter is unavailable. If you do not store keys on file or utilize a lockbox, it is important to have a local emergency contact nearby with a key who can grant access to the pet sitter during the service window.

Required Pet Vaccinations

Ensuring your pet is up to date on their vaccinations is crucial for keeping them healthy and safe. We require these vaccinations for doggy daycare, boarding, and all dog walks or outings to the beach, park, etc. These vaccinations not only protect your pet from harmful diseases, but also help prevent the spread of illness to other animals and even humans. By staying on top of your pet's vaccinations, you are not only protecting them, but also contributing to the overall health and well-being of the community.

Pet vaccinations are a form of preventative care that can save you and your pet from having to deal with costly treatments and surgeries down the line. By investing in these vaccinations, you are investing in your pet's long-term health and happiness. These are required for our existing daycare and boarding clients, and new clients with pets under 12 weeks of age.

Here are vaccinations for dogs we require:

Distemper
Bordetella
Leptospirosis
Rabies
Canine Influenza
Hookworms/Roundworms

And vaccinations required for cats:

Panleukopenia (Feline Distemper)
Feline Leukemia
Rabies
Bordetella
Hookworms/Roundworms

Make sure your pets are fully vaccinated and all their shots are good to go. We made sure our kids stayed up to date with vaccines, so as a pet parent, you gotta do the same for your furry friends. Depending on where you live and your pet's lifestyle, different vaccinations may be required. However, most veterinarians recommend common vaccinations for both dogs and cats to ensure they are fully protected. By working closely with your vet to create a vaccination schedule that suits your pet's needs, you can rest easy knowing that you are doing everything you can to keep them healthy and thriving for years to come.

Use of Pinch or Shock Collars

Our team is highly knowledgeable in employing positive reinforcement techniques grounded in evidence-based learning principles. Rather than resorting to fear, coercion, or harm, we focus on recognizing and rewarding correct behaviors in our animal companions to promote positive actions. We are resolute in our stance against using tools that could cause physical or psychological distress, like prong collars, choke chains, or shock devices. By utilizing humane and positive training methods, our goal is to create a pleasant experience for your pet, leading to anticipation for future visits and a sense of comfort while in our care. If your dog is entrusted to us for services such as walking or daycare and we find a prong or shock collar, we will promptly replace it with our own pet-friendly equipment. It’s imperative to stress that we completely prohibit prong collars on any of our clients' dogs, regardless of the situation. This philosophy is deeply embedded within our team, and we firmly advocate for positive reinforcement techniques that may require more time compared to a quick fix like a prong collar.

Use of Retractable Leashes

In order to ensure the safety of both the dogs and our staff, we have implemented a policy stating that retractable leashes are not to be used during walks. Retractable leashes present various safety hazards for both dogs and walkers. These leashes are prone to tangling, which can result in injuries or mishaps. Moreover, the extended length of retractable leashes enables dogs to venture into risky scenarios, like traffic, before the walker can intervene. Additionally, there is a risk of the leash becoming unlocked and releasing the dog entirely. Due to safety concerns and potential liabilities, we choose not to use retractable leashes, and we thank you for your understanding.

Securing Areas

It is the sole responsibility of the client to pet-proof any areas of the home and/or property to which the pet has access. This includes conducting a thorough inspection of fences, gates, latches, doors, and other devices intended to confine the pet inside or prevent access to forbidden areas. PAWsome Companions, LLC. and the pet sitter or dog walker do not assume any liability for any injuries sustained by the pet(s) while in their own home.

Hold Harmless Waiver

The customer hereby absolves PAWSOME COMPANIONS, LLC. of any liability for any claims or damages resulting from the services provided by PAWSOME COMPANIONS, LLC. in caring for the customer's pet, unless said damages were caused by gross negligence or intentional acts on the part of PAWSOME COMPANIONS, LLC. The customer agrees to indemnify and hold PAWSOME COMPANIONS, LLC. harmless from any legal actions or claims brought forth by third parties that are a result of the customer's pet while on the premises of PAWSOME COMPANIONS, LLC. Furthermore, the customer will be held accountable for any excessive damages caused by their pet, unless such damages are a result of gross negligence on the part of PAWSOME COMPANIONS, LLC.

Liability

PAWsome Companions hereby declares that we are not liable or responsible for any loss, damage, or injuries that may occur during your pet's stay or service with us. While we take every precaution to ensure the safety and well-being of all animals entrusted to our care, we cannot guarantee against unforeseen or overly harsh consequences from circumstances. By utilizing our services, you acknowledge and accept that any risks associated with your pet's stay are assumed by you, the owner. We recommend consulting with your veterinarian and obtaining appropriate insurance coverage prior to boarding or scheduling services for your pet with us. Your decision to entrust your pet to our care constitutes acceptance of this clause.

Contacting Team Members

Please refrain from placing our sitters in uncomfortable situations by proposing pet sitting or dog walking services outside of PAWsome Companions. While you may have their private cell phone numbers for emergencies during your absence, we kindly ask that you refrain from contacting them to schedule future engagements upon your return. Our sitters are bound by a contractual agreement that prohibits them from independently seeking or accepting work directly from clients. It is essential to respect our sitters' professional boundaries and uphold the agreements in place to ensure a harmonious working relationship. By adhering to these guidelines, we can maintain mutual trust and support within the PAWsome Companions community. Your consideration and cooperation are greatly appreciated in providing a positive experience for both our sitters and clients. Thank you for your understanding and commitment to our shared values.

Meet and Greets

At PAWsome Companions, meeting and greeting our clients is a big deal, and one of the many reasons they are required if you book services with us. We totally get the importance of connecting with both you and your pets right from the start. Our aim is to make the whole experience super easy and helpful for you. When we meet, we’ll chat and gather all the important info about your pets and what you need. This helps us make sure our services are just right for your fur babies.

In addition to learning about your pets, we will also guide you through our client forms to ensure that we have all the necessary details to provide the best care. If you prefer, our team is more than happy to assist with filling out the forms based on the information you provide during our meeting. This personalized approach ensures that every aspect of our interaction is designed to make the process seamless and efficient for you. We look forward to the opportunity to meet and greet you, and to begin this journey of providing excellent care for your pets!

Private Boarding

We frequently receive inquiries about providing boarding services in our facility. Presently, our boarding service is exclusively available to new clients on a case-by-case basis as we encourage our clients to provide these services in their own home. This change is primarily driven by the observed impact we've seen with boarding. Boarding in our private residence often results in increased stress and anxiety in the dogs we've cared for. Many dogs experience anxiety when removed from their familiar environment and placed in an unfamiliar setting with other animals. Therefore, we believe that boarding services should ideally be conducted at the client's home, where their pets feel most comfortable and secure.

For clients who have utilized our boarding services in the past, this option remains available. We appreciate the trust our regular clients place in us, and we have tailored our daycare and boarding services at our facility to meet their specific needs. To ensure a stable and secure environment for our recurring pets, we do not offer tours to new clients or in general. Introducing new individuals and pets into our environment could disturb the comfort of our clients' pets and cause unnecessary stress from exposure to unfamiliar faces, both human and animal. Our primary focus is to maintain the safety and familiarity that our clients' pets experience under our care. However, we understand that there may be exceptional circumstances, so we encourage reaching out to explore alternative doggy daycare and boarding options, as we are always willing to consider individual situations.

Departures & Returns

By booking our sitters for a specific duration, you are effectively reserving our team’s time, resources, and unwavering commitment to tending to your pets throughout the entire time frame. All members adhere to the visit schedule as defined and confirmed by you, our client, prior to your departure date. If you arrive home early and do not notify us, any remaining visit(s) will be completed and charged as scheduled. Similarly, if you depart late and do not notify us, the confirmed visit(s) will be completed and charged as scheduled. We uphold a policy wherein the full duration of the originally scheduled pet sitting period is charged in the event of an early return. This policy is implemented to safeguard the uncompromised quality of our service, ensure efficient allocation of resources, and fairly compensate our pet sitters for the time dedicated to caring for your pets. Please note, we do not provide refunds if you return home early from your trip.

When making reservations with our establishment for specific dates, it is possible that we may need to refuse other clients who have also requested the same dates or times. This can result in missed business opportunities and the potential loss of a long-term client. To mitigate this loss, we have implemented this policy that requires our clients to honor their original booking dates.

Visit Arrival Times

Our commitment is to respect your preferred service times by striving to arrive promptly, even though we cannot promise exact arrival times. In order to efficiently organize our schedule, we implement 'time blocks' to estimate our arrival times. These 2-hour intervals, ranging from 5:00 am to 11:00 pm, guarantee timely service within the time frame you have specified. For example, the initial block is from 5:00 am to 7:00 am, ensuring that we will arrive between 5:00 am and 7:00 am, with subsequent blocks operating in the same manner. It is important to recognize that despite our efforts to adhere to these time blocks, unexpected situations such as emergencies with other animals, urgent requests from clients, traffic congestion, or inclement weather conditions might result in minor delays. Your understanding and flexibility in this regard are greatly valued.

Rest assured that your beloved pets will be given top-notch care within the allocated time slots, ensuring that they are not hurried through any proceedings. Your understanding and flexibility play a crucial role in helping us enhance our services for you and your adorable companions. We place great emphasis on delivering outstanding care for your pets, utilizing time blocks to effectively manage any unforeseen scheduling challenges. You can be confident that your pets will consistently be showered with love and attentive care throughout the designated 2-hour time frame.

Timing of Once Daily Cat Visits

When there is no medical reason to visit at a specified time, we ask owners to book “any time of day” visits during business hours. In this case, we choose the best time to visit your kitties based on our schedule and travel route, leaning more towards the AM or PM. You also have the option to tailor your visits to your travel plans. If you are leaving early in the morning and would like a visit the same day, you can request a visit window that is better suited to your schedule. However, a surcharge applies for this option. Premium surcharges for AM or PM-only visits will increase to 15% per visit. Twice-a-day visits are scheduled 8 to 12 hours apart. Kitties that require time-sensitive medications will be given priority.

We do our absolute best to accommodate your visit time requests. However, please bear in mind that we are dealing with dogs, kitties, other small mammals, and of course, Los Angeles traffic—all of which are unpredictable.

Neighbors, Friends, Family or Visitors

It is important to note that PAWsome Companions wants to ensure the safety and well-being of your pets while in our care. We cannot be held responsible for any damages or issues that may occur to either your pets or your propert as a result of other individuals entering and exiting your home while our pet care services are being provided. We kindly ask that you inform us during the meet & greet of any persons who may have access to your home in your absence, such as friends, family, and neighbors. Please understand that PAWsome Companions only takes responsibility for our own staff present in your home during the time pet care services are being administered. Your cooperation in providing this information will help us provide the best possible care for your beloved pets.

Other Professionals & Caretakers

We are passionate about providing the best care for your pets and ensuring the safety of our caretakers. It is our mission to maintain transparency and security in all our operations. Therefore, we kindly ask for your cooperation in informing your neighbors about our services, even if our company information is displayed on our vehicle. Additionally, we request advance notice if anyone, including workers, house cleaners, gardeners, or any other individual, is scheduled to enter your home while you are away. This proactive approach allows us to keep an accurate record of individuals who have access to your property, ensuring that unexpected encounters with law enforcement or neighbors are avoided. Most importantly, it helps to guarantee the safety of our sitters in case of any unforeseen events. We understand that these measures may seem extreme, but our ultimate goal is to protect your pets, your home, and our caretakers. Your cooperation in this matter is greatly appreciated and helps us in fulfilling our commitment to the well-being of your pets and home.

Private Walks

We adhere to a strict policy of not walking multiple dogs together unless specifically requested by the owner. This policy is in place to ensure the safety and well-being of each dog under our care. It is crucial for us to provide individualized attention to every dog during their walks, allowing them to explore and enjoy their outdoor time without any unnecessary stress or distractions. We recognize that an owner or a neighbor in the building or area may wish for their dog to socialize with a familiar companion. However, in order to facilitate such an arrangement, it is essential that it be mutually agreed upon by all the owners involved. This ensures that the dogs’ temperament, behavior, and compatibility with one another are taken into consideration, promoting a positive and enjoyable experience for all furry friends involved. Our priority is to create a safe and harmonious environment for every dog in our care, and we believe that individualized attention and consideration play a vital role in achieving this goal.

Pet Care Agreement Form

Our pet care and veterinary agreements, acting as official documents, outline vital aspects including emergency procedures, measures for pet and property protection, service scope, payment terms (initial 50% deposit and balance settlement on departure date or service completion), scheduled arrival times, your pet ownership responsibilities and more. These are important legal documents that define roles and responsibilities for us as your service provider and for you, as our client, and help ensure the best possible care for your pets and property.

Moreover, we inform our clients about emergency protocols and the insurance coverage provided for unexpected medical situations concerning your pet. We kindly ask for your acknowledgment, approval, and submission of these agreement forms through Walkies when they are added to your client profile before your initial meet and greet booking.

Emergency Contacts and 24-Hour Veterinarians

We understand how important it is to have access to veterinary care at any time of the day, especially during emergencies. If you are unable to find a 24-hour veterinarian in your area, don’t worry. We have (5) emergency veterinarians available in Ventura and Los Angeles County who are ready to assist listed below. In addition to this, we kindly ask for the details of a local emergency contact, someone who is close to your home and not traveling with you. This is an important precaution to ensure that we can reach someone quickly in case of any unforeseen events. We often receive the contact details of a traveling spouse, but it’s crucial to have someone local. In the unlikely event that we are unable to reach you, these contacts will enable us to make quick decisions to address any issues that may arise, making decisions for your pet on your behalf. In the rare situation where we cannot reach you or your emergency contact, rest assured that we will take the necessary life sustaining steps to provide your pet with the care they need, including connecting them with a 24-hour veterinarian. Our main priority is the health and safety of your pet, and we are committed to doing everything we can to extend or save their life in any unfortunate circumstances.

If you need any 24-hour emergency veterinarians, here are a few for both Ventura and Los Angeles County:

🟡 Veterinary Specialty and Emergency Center of Thousand Oaks: 2967 N. Moorpark Rd., Thousand Oaks, CA 91360 – (805) 492-2436

🔴 Western Veterinary Center, Medical & Surgical Hospital: 4990 Reyes Adobe Rd., Agoura Hills, CA 91301 – (805) 957-7387

🟢 VCA West Los Angeles Animal Hospital: 1900 S. Sepulveda Blvd., Los Angeles, CA 90025 – (310) 473-2951

🔵 VCA ASEC: 1535 S. Sepulveda Blvd., Los Angeles, CA 90025 – (310) 473-5906

🟠 VCA TLC Pasadena Veterinary Specialty and Emergency: 1412 Huntington Dr., South Pasadena, CA 91310 – (626) 441-8555

NO Pet Left Behind

At times, we encounter what we like to call “ignore the cat” situations. These are instances when clients request our services for their dogs, only for us to find out upon arrival that they have a cat they believe requires no attention and can be overlooked. This also occurs in households with multiple pets, where clients may have birds in addition to other pets. Despite their independence, cats still need daily care, affection, and playtime. We are more than willing to care for all your pets, but we cannot accept assignments in which specific pets are left unattended. Furthermore, all pets in the household must be disclosed, and their care instructions should be documented in your online profile.

As pet care professionals, we embrace wholeheartedly the responsibility for the well-being of every animal in a household, no matter their unique needs or independence. Our fervent dedication to delivering all-encompassing care for every pet fuels our unwavering commitment to this cause.

Payments & Deposits

In order to ensure the provision of quality service and to accommodate our esteemed clients, we kindly request a 50% non-refundable deposit for all pet care reservations 48-hours prior to your departure date and the remaining 50% on your actual departure date. For overnight stays, private boarding and services booked over a week, we require the entire payment upfront. It is customary in the pet care industry to request payment in advance in order to secure a reservation for services. This practice is akin to policies observed in the travel sector, where prepayment is necessary to confirm a seat on an airplane. By submitting payment in advance, clients can rest assured that their services are securely reserved with our company, thereby enabling them to focus on their travel arrangements without concern for their pet's well-being.

Pet Care Service Refunds

We want to ensure you have the best experience possible with our services, so we’d like to clarify our payment and refund policy. While all payments made are generally non-refundable, we understand that circumstances can change. That's why we evaluate refund requests on a case-by-case basis at the discretion of our management team.

Instead of issuing a refund, we typically provide a credit to your account for future use, allowing you to take advantage of our services at a later date. If you need to request a reimbursement for dog walking or pet sitting, please do so within three days of your invoice payment. In the rare event of an error on either side, we are committed to resolving it swiftly—offering a reimbursement back to your original payment method within 24 hours. If we don’t hear back from you, we’ll automatically credit your account. Please note, refund requests after 72 hours from the invoice date cannot be processed as refunds to your original payment method. Instead, we will issue a credit to your account, valid for 90 days. This credit can be applied to any of our services, ensuring you get the best value.

Additionally, we want to assure you that we do not impose extra fees during peak holiday periods, recognizing the increased demand for our services. To secure your spot, especially for in-home visits or overnight stays, we strongly encourage you to book early. Don’t miss out on the opportunity to enjoy our exceptional services—plan ahead and let us take care of your beloved pets!

Cameras & Audio Equipment

We operate as if there are cameras watching us at all times and are aware that most people have them. Many cameras now collect audio and video, simultaneously. Pursuant to 18 U.S. code Chapter 119, audio capture of oral communication is not permitted at any time while we are working in your home. We understand that many of our clients have installed cameras in their homes, and we recognize that this technology can serve as a valuable tool for monitoring pets when they are left alone. It is entirely reasonable for pet owners to want to ensure the safety and well-being of their furry companions while they are away. We appreciate and respect this decision, as it reflects a genuine concern for the welfare of your pets.

However, we also believe that our sitters deserve to have their privacy respected while they are performing their duties in a client’s home. Therefore, we allow our sitters to turn around any cameras during their in-home sitting sessions. If our client is not ok with this, then we ask you disable audio on your cameras.

This policy is rooted in our commitment to ensuring that our sitters are comfortable and able to focus entirely on providing the best care for your pets, without the feeling of being monitored 24-7, especially during their downtime. To balance the needs of both our clients and our sitters, we kindly ask that our employees turn the cameras back on once they leave the premises. This way, clients can continue to monitor their pets and have peace of mind, knowing that their furry friends are being looked after properly, even when they are not at home.

In instances where a camera cannot be turned off manually by our sitters, such as through an app or other means that they do not have access to, we respectfully request that clients take the initiative to disable the cameras during all in-home overnight care sessions. This practice will help to ensure that our sitters can perform their duties without the added pressure of being observed, thereby allowing them to focus fully on providing attentive and loving care to your pets. Thank you for your understanding and cooperation in creating a comfortable environment for both our sitters and your beloved pets.

All audio and video guidelines mentioned above adhere to federal and California state laws governing surveillance and privacy expectations. Any unauthorized video surveillance in private areas such as bedrooms or bathrooms will be promptly be disconnected.

Dog Walking Guidelines

Dog walks and adventure hikes are available within a 2 to 3-hour window of your chosen service time. Should your pet require a specific walking schedule for health reasons or other needs, kindly notify us when booking, and we will strive to accommodate your request. Ensuring the well-being of your beloved pets, we limit each walk to 1-2 dogs from the same household, always keeping them on a leash, unless agreed upon for enclosed dog park outings. Walks typically occur in your local area, though trail hikes or runs can be arranged upon request. We supply dog waste bags and treats, while our staff may use their own leashes. It is advisable to provide your dog's harness if necessary, as retractable leashes are not utilized. If your dog has a history of unfriendly or aggressive conduct, please inform your primary walker to prevent any potential issues. We prioritize your pet's safety by monitoring severe weather conditions and will inform you promptly to reschedule if conditions are deemed unsafe for walking services.

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. To cancel without incurring fees, kindly do so within our designated 2-hour arrival window assigned to your booking appointment. Once the walker is en-route to your location or has arrived, refunds for the service will not be issued.

One Visit Every Day

Our pet-sitting policy is not just a set of rules – it’s our promise to your beloved pets. We are dedicated to ensuring that every cat receives at least one daily visit, and every dog is visited twice, with no more than 12 hours between visits. We firmly believe that skipping a day is simply not an option when it comes to the well-being of your furry companions. Even if you have automatic feeders or think your pet is independent, we insist on our daily visits because we are committed to their safety and happiness. As their caretakers, we hold ourselves to the highest standards to provide the best care possible for your cherished pets while you are away.

Pet Guardianship

In the case of an unexpected emergency or a situation posing a serious threat to your life or even loss of life, we kindly request our clients to appoint both a local emergency contact and a pet guardian. The well-being of your pet is of utmost importance to us, and we strive to guarantee that they will be cared for in accordance with your directives should any unfortunate events occur. Although we have not previously faced such a troubling circumstance, we are dedicated to handling all potential eventualities, providing you with reassurance that your beloved pets will be properly attended to while under our supervision.

We understand that emergencies can be a stressful and worrying time for pet owners. By designating an emergency contact and a pet guardian, you are taking proactive steps to safeguard your furry companions in case of any unexpected events. Rest assured that our team is prepared to act swiftly and decisively to ensure the safety and well-being of your pets. Your trust in us is valued, and we are dedicated to upholding the highest standards of care for your beloved animals. Thank you for entrusting us with the responsibility of caring for your pets, we are here to support you and your furry friends every step of the way.

Pet Guardianship

Privacy Policy

All of your information will be held in the utmost privacy and confidentiality. PAWsome Companions, LLC. is steadfast in its commitment to never sell or disclose any client’s information. We highly prioritize the privacy and confidentiality of our clients’ information. We recognize the trust you bestow upon us when sharing your personal details and want to assure you that we are dedicated to upholding the highest standards of data protection. Our commitment to you is unwavering — we will never compromise your privacy by selling or disclosing any of your information. You can rest assured knowing that your trust in PAWsome Companions, LLC. is valued, and your privacy is our foremost priority.