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 set up your customized pet sitting services. We ask that all required forms are completed prior to our arrival. There is NO CHARGE for this first consultation, which typically lasts approximately 20-30 minutes. Additional meetings will incur a charge of $29 per visit.

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Prior to Meet & Greet, we can tentatively pencil in your dates, but we must meet you and your pet(s) to assess your needs before we can make a commitment to providing care.

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Last minute bookings, less than 24 hours, are accepted based upon availability but cannot be guaranteed.  A fee of $5 / per visit is charged for last minute requests.

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Walks / Playtime / Drop-In visits may go over or under in time by 5 min.  To ensure your pet gets the full benefit of their walk or playtime, we recommend scheduling a visit with a bit of buffer time. This allows us to handle essentials like greeting your pet, gearing up, refreshing water, and getting them settled after.

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Visits will fall within a window of time.  Please provide a minimum of two hours when scheduling.  If your pet needs a specific time, such as due to medical conditions, we will do our best to honor that time but cannot guarantee it.

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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 visit will be credited to your account, with the exception of the 25% non-refundable holiday deposits.​

 

Walks / Playtime / Drop-In services:

Cancelations made more than 3 days before the first scheduled service will be refunded in FULL.

Cancelations made within 72hrs of the first scheduled service will be billed at 50%.

Cancelations made within 24hrs of the first scheduled service will be billed in FULL.  This includes if we are unable to enter your home or access your pet for reasons outside of our control (ex: locked out), or if your pet is not home.

 

If you arrive home early from vacation, you have the right to decide if you wish for Paw-Pros to continue to care for your pet(s), but you understand that FULL payment is still due as Paw-Pros has reserved this time slot to care for your pet(s).

 

SERVICES & PAYMENTS

Service Fees:Current pricing will always be visible on Paw-Pros.com website, but we reserve the right to change the fee structure at our discretion.

 

Additional Service Fees:You may choose any extra services that best suit your needs but will be charged for each extra service that is provided.

 

Payment Terms:Invoices are available at the start of each service week and are due 3 days prior to the start of the first visit. A monthly $10 late fee applies to past-due payments. Additional costs (e.g., food, supplies, emergency care) must be reimbursed within 5 days. All payments should be submitted through the Time To Pet portal, payable to Paw-Pros LLC.

 

Auto-Pay Authorization:For future automatic payments, you may store a credit/debit card with Paw-Pros, providing you are the authorized user of the card. You agree to allow Paw-Pros to bill this card when payment is due and you understand that this will remain in effect until you cancel, in writing, within 30 days prior to the next billing date.

 

STANDARD BUSINESS HOURS & HOLIDAYS

Paw-Pros standard business hours are Monday through Friday from 8:00am – 6:00pm, with the exception of overnight stays.

 

For all Vacation Pet Sitting, sitter will never be away from your pet(s) for more than 6 hours at a time.  Often the time away would be much less but this allows us to tend to other scheduled walks & appointments during the vacation stay.  If your pet requires more 1:1 time, please indicate that when booking so we can work to customize a care plan together.   

A $5 surcharge will be added to visits that occur Monday through Friday between the hours of 6:30am – 8:00am – 6:00pm - 9:30pm and anytime Saturday or Sunday.

 

Holiday surcharges: $10 per visit or $20 per day of boarding or house sitting.  If a booking includes dates within a holiday period, your holiday rates will be applied to the first dog in the booking for the entire booking.

 

2025/2026 Holidays: MLK (Jan 17-20), President's Day (Feb 14-17), Memorial Day (May 23-26), Juneteenth (June 19-22), 4th of July (July 4-6), Labor Day (Aug 29-Sept1), Thanksgiving (Nov 27-30), Christmas & New Years (Dec 24-Jan1, 2026)

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MEDICATIONS ​​​

Oral or topical medication administration fee $10.  Administering of injectable medications not available at this time.

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PET SAFETY AT HOME

Paw-Pros is not responsible for the care of outdoor pet(s).  We recommend that all pets have some form of ID.  If your pet has an electric fence collar or bark collar, please let us know.Pet-proofing is the Client’s responsibility. Paw-Pros does not assume responsibility and has no liability for any injuries the pet sustains or property damage the pet causes while in their own home. 

 

In the event of a medical emergency with your pet(s) while under our care, Paw-Pros will attempt to contact you immediately and will reach out to your emergency contact if you are not able to be reached.  You hereby agree to authorize us to transport the pet to their veterinarian where you can coordinate any emergency treatments needed. You are responsible for payment of all medical bills.

Paw-Pros does not accept responsibility or liability for any pet that escapes or becomes injured when instructed to leave your pet(s) unleashed in a fenced area (ex: electronic, wood, metal etc). Paw-Pros is not responsible for any injury, loss, or death that resulted from us being instructed to use an electric fence. Pet(s) will never be left unsupervised between visits in a fenced area or tied in your yard.

 

INJURIES AND INCIDENT LIABILITY

Clients are responsible for any injuries their pet may cause to Pet Sitter personnel or others. This includes medical costs, lost wages, and related expenses. If another animal is harmed or exposed to illness due to the Client's pet, the Client is responsible for all associated costs.

 

PET & CLIENT PROFILES

Online forms must be completed and associated documents uploaded prior to booking. 

 

TEAM MEMBERS
Typically, only one Paw-Pros team member will visit your home per appointment. Occasionally, a new team member may accompany a seasoned walker for training purposes. New team members are always supervised and included at no extra cost—plus your pet gets a little extra love and attention!

 

MULTIPLE PETS
For safety and quality, pets are walked one at a time unless Paw-Pros feels they can safely be walked together.  Unless this is agreed upon, time will be divided equally between them. If you'd like them to walk together, please request this preference at the time of scheduling.

 

PHOTOS

We may occasionally use photos of your pet(s) for our company website and social media accounts.  Pursuant to the laws of the State of CT, you agree that your pet may be videotaped, photographed, and audio recorded.  Paw-Pros retains the exclusive rights to the results and all the proceeds of such tapings, photographs and recordings with the rights throughout the world, and unlimited number of times in perpetuity, to copyright, to use and to license to others in any manner.  If you do not wish to participate in the above, please indicate that in your profile.

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INCLEMENT WEATHER

In the event of severe storms & weather conditions, you entrust Paw-Pros to use best judgement in caring for your pet(s) and home during the time of service. 

 

The policy is as follows: 1) Every effort will be made to get to your home, 2) The service schedule may be changed, interrupted, or altered, 3) If it is not possible to safely get to your home, your emergency contact will be notified, 4) You will be notified that the above mentioned contingency plan has been activated.

 

UNPLANNED FEES

We recommend planning and providing adequate amounts of supplies, medications and food for the time that your pet(s) are in our care.  If we must replenish, there will be a $30 surcharge as well as reimbursement due within 14 days of the service date.

 

CLEAN UP AND DAMAGES

Towels, Cleaning Supplies, and Accidents: Clients are encouraged to leave one towel per pet in a designated area for use in case their pet gets wet or dirty during walks or outdoor play. Bathing and grooming services are not included. Paw-Pros is not responsible for any mess or damage caused by a pet returning home unattended.

Clients are also asked to provide the location of household cleaning supplies. While we will make every effort to clean up any accidents (e.g., pee, poop, vomit), we cannot guarantee stain removal or prevention of damage. A $5 fee will be applied per incident requiring cleanup.

 

Property and Vehicle Damage: While we strive to allow pets a chance to relieve themselves before entering a home or vehicle, accidents may still happen. Clients may be responsible for the cost of additional cleaning or repair due to urine, feces, vomit, or other pet-related damage. Clients are also liable for any damage caused by their pet such as chewing, scratching, or breaking property.

Paw-Pros is not responsible for damage or loss to your home beyond our control (ex: leaks, electrical problems, acts of nature, burglary, etc.).  In such cases, we will contact you immediately. Paw-Pros is not responsible for wilted, dead, or unhealthy plants. We will do our best to follow any written directions left but will not be responsible for unfavorable results.

 

MISSED OR INTERRUPTED VISITS
If we arrive and cannot perform services due to reasons outside of our control (e.g., pets not home, no key access), you will be charged the full rate. If we wait at your request, the time will begin at the scheduled appointment start. If we can’t re-enter due to home access issues (e.g., garage malfunction), you may be charged for waiting time. If the delay is our fault, you will not be charged.

 

KEYS AND SECURITY
Paw-Pros does not hold onto client keys. Please ensure consistent and reliable entry, preferably with two access points or backup options. Missed visits due to access issues are billed as same-day cancellations. We recommend providing Paw-Pros with our own code for security purposes. If the premises are equipped with an alarm system, please let us know and either disable or provide instructions for use.  Notify Paw-Pros if other individuals will have access to your home while you are away.  Paw-Pros is not responsible for any damage that may occur while other individuals have access to the home and pets.