SCHEDULING

Once your dates are determined, a Meet & Greet must be scheduled for first-time clients. This allows us to become familiar with you and your pets and to customize your pet sitting services. Please review all policies, procedures, FAQs and complete all required forms prior to our arrival so we can address any questions at that time.

There is no charge for the initial consultation, which typically lasts 20–30 minutes. Additional meetings will incur a $15 per visit fee.

New client meetings must be completed prior to booking services. Services are not considered confirmed until a booking confirmation is received.

Last-minute bookings (less than 24 hours’ notice) are accepted based on availability but cannot be guaranteed.

If the client is away for the entire day and night, a minimum of one visit per day for cats and three visits per day for dogs is required. This is at the discretion of Paw-Pros management, and we reserve the right to decline service if an adequate visit schedule is not booked.

Walks and visits may vary by up to 5 minutes. To ensure your pet receives the full benefit of their visit, we recommend scheduling a buffer to allow for entry and exit, greeting your pet, preparation, refreshing water, and settling in afterward.

Arrival times will vary within the scheduled window. Please provide a 2–3 hour arrival window. More specific arrival times may be honored when possible but are not guaranteed.

CANCELLATIONS

Boarding / House Sitting Services

• Cancellations made more than 7 days before the first scheduled service will be refunded in full.

• Cancellations made less than 7 days before the first scheduled service will be billed at 50% of the total service fee.

• Any cancellations of services scheduled during holiday periods will be billed at 50% of the total service fee.

• Cancellations made less than 24 hours before the first scheduled service will be billed in full, including instances where we cannot access your home or pet for reasons beyond our control.

Walks / Playtime / Drop-In Services

• Cancellations made more than 3 days before the scheduled service will be refunded in full.

• Cancellations made less than 3 days before the scheduled service will be billed at 50%.

• Cancellations made less than 24 hours before the scheduled service will be billed in full, including access-related issues.

All cancellations must be submitted through the client portal. Services are not canceled until digital confirmation is received. If portal access is unavailable, voicemail instructions must be left at the business number.

Cancellation policies apply regardless of emergencies, weather, illness, or other unpredictable events. These policies ensure sitter availability and fairness to staff schedules.

If you return home early from vacation, full payment remains due, as Paw-Pros has reserved this time to care for your pet(s).

SERVICES & PAYMENTS

Current pricing is available on the Paw-Pros website. Rates are subject to change and may be adjusted periodically.

Payment must be received prior to the start of services. Services will not be provided without advance payment. Invoices are available at the start of each service week and are due 3 days before the first visit. A $10 monthly late fee applies to past-due balances.

Clients may store a credit or debit card for automatic payments and authorize Paw-Pros to charge the card when payment is due. This authorization remains in effect until canceled in writing 30 days prior to the next billing date.  Payments in the form of Venmo, Check or Cash are also accepted.

Once services are booked, all payment and cancellation policies apply.

STANDARD BUSINESS HOURS & HOLIDAYS

Standard business hours are Monday–Friday, 8:00am–6:00pm, excluding overnight stays.

2026 Holidays:

• MLK (Jan 16–19), Presidents’ Day (Feb 13–16), Memorial Day (May 22–25), Juneteenth (June 19–21), Independence Day (July 3-5), Labor Day (Sept 4-7), Thanksgiving (Nov 25–29), Christmas & New Year’s (Dec 24–Jan 3, 2027).

2027 Holidays:

• MLK (Jan 15–18), Presidents’ Day (Feb 12–15), Memorial Day (May 28–31), Juneteenth (June 18–20), Independence Day (July 2-5), Labor Day (Sept 3-6), Thanksgiving (Nov 24-28), Christmas & New Year’s (Dec 24–Jan 2, 2028).

A $5 surcharge applies to visits occurring weekdays 6:30–8:00am or 6:00–9:30pm, and anytime on weekends. After-hours communication is monitored for urgent emergencies only.

Holiday surcharges apply: 10% of total cost of service per visit or per day of boarding/housesitting.

For vacation pet sitting, sitters will never be away from your pet(s) for more than 6 hours at a time. If additional one-on-one care is required, please indicate this when booking so we can customize a care plan together.

MEDICATIONS

Oral or topical medication administration may incur a $5 fee. Injectable medications are not administered at this time. Paw-Pros will attempt to administer medications as instructed but is not liable for complications.

PET SAFETY AT HOME

Paw-Pros is not responsible for outdoor pets. All pets should have proper identification. Clients are responsible for pet-proofing their home.

In a medical emergency, Paw-Pros will attempt to contact the client or emergency contact and is authorized to transport pets to their veterinarian. Clients are responsible for all medical costs.

Paw-Pros is not liable for injuries, loss, or escape when instructed to allow pets into fenced or electric-fenced areas.

Clients must provide secure & operational collars, ID tags, and appropriate walking equipment. Walking gear approval is at the discretion of Paw-Pros management, and we reserve the right to decline service if we feel that what is provided is not appropriate or safe.

Walk duration is determined by visit length, pet behavior, equipment provided, and weather.

Homes must be maintained between 55°F–75°F. Paw-Pros may adjust thermostats if pets are at risk.

INJURIES & LIABILITY

Clients are responsible for injuries or damages caused by their pets. Clients must disclose all aggression history, bite incidents, hazards, and safety concerns. Failure to disclose transfers liability to the client.

PET & CLIENT PROFILES

All online forms and documents must be completed prior to booking. Pets must be current on legally required vaccinations, including proof of Rabies vaccination.  Proof of Bordetella vaccination is required for Boarding services.

Clients are responsible for maintaining accurate and up-to-date profile information. Client information is confidential unless disclosure is required by law or written request.

Clients will receive an electronic visit report after each visit, including visit time, sitter name, summary, and photos when available.

TEAM MEMBERS

Typically, one team member will visit your home. Occasionally, a new team member may accompany a seasoned sitter for training purposes at no additional cost.

MULTIPLE PETS

Pets are typically walked one at a time unless deemed safe otherwise. Requests for pets to be walked together must be made during scheduling.

PHOTOS

Photos or videos of pets may be used for marketing purposes unless the client opts out in their profile.

INCLEMENT WEATHER

Clients are responsible for snow and ice removal. If safe access is not possible, no refunds or credits will be issued and emergency contacts will be notified. Paw-Pros is not responsible for injuries due to unsafe conditions.  We follow the Glastonbury Public School's winter weather cancelation schedule.  If the school is closed, or delayed opening (for morning visits) no late cancelation fee will be applied.

UNPLANNED FEES

If supplies must be purchased due to insufficient provisions, clients will be charged for supplies plus travel and handling fees. Veterinary transport may be billed hourly plus mileage.

MISSED OR INTERRUPTED VISITS

If services cannot be performed due to access issues or pet unavailability, the full rate applies unless the delay is caused by Paw-Pros.

CLEAN UP AND DAMAGES

Towels, Cleaning Supplies, and Accidents

Clients are encouraged to leave one towel per pet in a designated area for use if a pet becomes wet or dirty during walks or outdoor play. Bathing and grooming services are not included. Paw-Pros is not responsible for messes or damage caused by a pet returning home unattended and cannot guarantee stain removal or prevention of damage. If cleanup exceeds normal expectations, additional fees may apply.

Clients must maintain a clean, waste-free yard. Paw-Pros will not remove pet waste present prior to arrival and may restrict outdoor activities in unsanitary conditions.

Property and Vehicle Damage

Despite reasonable efforts to allow pets adequate opportunity to relieve themselves before entering a home or vehicle, accidents may occur. Clients are responsible for costs associated with additional cleaning or repairs resulting from pet-related damage, including urine, feces, vomit, or other incidents. Clients are also liable for damage caused by their pet, including chewing, scratching, or breaking property.

Paw-Pros is not responsible for damage or loss beyond our control, including leaks, electrical problems, acts of nature, or burglary. Paw-Pros is not responsible for wilted, dead, or unhealthy plants and will follow written instructions when provided but does not guarantee outcomes.

If sitter-caused damage occurs, the client must report it promptly and submit documentation within 30 days. Credits toward future services may apply. Damage claims exceeding $500, or requiring reimbursement, may be handled through insurance.

KEYS & SECURITY

Clients must provide two reliable entry methods to their home. Missed visits due to access issues are billed as same-day cancellations. Paw-Pros is not responsible for issues arising when non-employees access the home.

LEGAL TERMS & LIMITATIONS

Assumption of Risk

Client acknowledges that pet care involves inherent risks, including but not limited to illness, injury, escape, property damage, or unforeseen behavioral issues, and voluntarily assumes all such risks.

Limitation of Liability

To the fullest extent permitted by law, Paw-Pros’ total liability for any claim arising from services shall not exceed the total amount paid by the client for services during the 30 days immediately preceding the incident.

Indemnification

Client agrees to indemnify and hold harmless Paw-Pros, its owners, employees, and contractors from claims arising from the client’s pet(s), home conditions, or failure to disclose required information, except to the extent caused by Paw-Pros’ gross negligence or willful misconduct.

Force Majeure

Paw-Pros shall not be liable for delays or failure to perform services due to events beyond reasonable control, including severe weather, natural disasters, power outages, or government actions.

Right to Terminate Services

Paw-Pros reserves the right to terminate services immediately if a pet poses a safety risk, the home environment is unsafe, or required information has been withheld or misrepresented. Payment remains due for services rendered or reserved.

Governing Law & Venue

This Agreement shall be governed by the laws of the State of Connecticut, and any disputes shall be brought exclusively in Connecticut courts.

Severability

If any provision of this Agreement is found unenforceable, the remaining provisions shall remain in full force and effect.