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Policy
Review our Policy
Communication Policy:
All pet sitting-related communication must be done on your private client portal – no exceptions. Calling and/or texting any employees on their private cell phones is strictly prohibited. Using other methods to communicate such as private email and Facebook are also prohibited. This helps keep all sitters and clients on the same page and leaves no room for error. In the event of an emergency, using your client portal IS the quickest way to reach us, as we see all messages that come in immediately. You may also call the office line (833) 387-2229 and leave a message and we will get that voice message fairly quickly by emailed audio and push notification, but we do encourage you to utilize your portal for all communication. Messaging the toll free number might be used sometimes but is never a way to reach out about scheduling changes.
Proof of Purchase:
We provide real time GPS tracking (shown on a map) and a time stamp of arrival and departure at each visit. This gives all of our human clients comfort in knowing we were at your home when we say we are, and for the full time we are supposed to be there. We will provide a full update at each visit, along with possible pictures of your furbaby, so you know exactly how things went. These updates will automatically be posted in your client portal for easy reference, and will be delivered to you via email by our software system. All pet sitters are held to the highest standard when it comes to your home and pets.
Payment Policy:
Please make your reservations as early as possible! Full payment is due on the 1st day of each month for daily/recurring clients unless your account is a Sitter Saver account. We ask for payment to be collected in full 24 hours before your first scheduled visit. If we have a payment method on file we will automatically process this for you. Paws'N Whiskers authorizes the right to process payment methods on file and shall be paid the amount specified on your invoice.
Holidays:
We require a 50% deposit to hold your reservation for holidays. The remaining balance is due in full before services begin. We reserve the right to decline or end service for non-payment.
Cancellation Policy:
We understand plans change. We try to be as flexible as possible regarding your pet care needs. Please provide your cancellation notice no later than 24 hours before your service was scheduled to start in order to receive a 50% credit towards future service. Our team isn't able to have a 2 week notice on their work schedule like a traditional job. The very least we can do is allow them to sleep soundly having an idea of what their work day and income will be when they awaken. Any cancellations less than 24 hours will not have a refund or credit applied to the account. Cancellations made in the middle of the month will be refunded at most 50% if service times are re-sold. ​ Please understand that we only have a limited number of spots available and once we are booked, we must turn away others in order to maintain a high level of care. Because of this, we have a cancellation policy outlined. In the event you must cancel your holiday reservation, the cancellation policy is strictly enforced.
Holiday Cancellation Policy:
15 days notice or more prior to day of departure – 100% refund.
7-14 days notice prior to day of departure – 50% refund.
6 days or less notice prior to day of departure results in no refund.
Refunds and Credits:
All refunds are credited to your account for future services.
Last Minute Requests for Existing Clients:
A last-minute surcharge may apply for requests of 24 hours or less. In order to plan accordingly and rearrange our schedule, 24 hours notice is necessary. If you are a current client and your trip is extended due to transportation issues we will not charge a last minute booking fee but please confirm availability first.
Reservations for New Clients:
Will be scheduled after the initial Meet and Greet consultation / Friendship Assessment.
Reservations for Established Clients:
Requests can be scheduled directly through your client portal. Scheduling is first come first serve basis, in time blocks. We will always try to accommodate your needs.
Early Returns:
No credit or refunds will be given for early returns. Paws'N Whiskers turns down client requests to keep your visits on the schedule. This makes it impossible to rebook the visits that you have reserved. Therefore, for scheduled visits already in progress, there will be no credits for early return. Clients are required to send a message via their client portal upon arriving home to let us know that your pet(s) are back in your care again. Doing so will prevent additional charges for unnecessary visits to your home.
Vaccines:
For your protection and ours, it is policy that all pets we are caring for are up-to-date and current on their Rabies immunization, including indoor-only pets, no exceptions! We will request a fax number so we can obtain an official copy of the vaccines at the initial Friendship Assessment. This will be kept on file for our records.
Outdoor Pets:
We do not provide service to dogs housed outdoors. Any dogs or cats with outdoor access via a doggie door or instructions asking us to allow the pet outdoors, they must have tags or be micro chipped. In the event your pet escapes confinement in between assigned visits or doesn't return. The client understands and agrees that attempts will be made to contact them.
If you're unreachable, PNW has permission to extend the visit to search for pet as necessary. If the pet is recovered by animal control, the client agrees to reimburse PNW for any additional fees and all costs relating to pet recovery during their absence, which may include vaccinations, fees and/or other expenses, as well as our Pet Taxi service. Pets may not have access to doggie doors during overnight hours, between the last scheduled visit of the evening and the first scheduled visit of the next morning.
If the client’s pet(s) use a “pet door” allowing access outdoors, and the client requests it left open during our care, the client releases Paws'N Whiskers from all liability if anything happens to the pet(s) when outdoors.
Inclement Weather & Natural Disaster:
In the event of inclement weather or natural disaster, we will use our best judgment regarding the care of your pets and your home. This includes but is not limited to altering visit times and feeding schedules. Should we not be able to make a house visit, we will depend on an emergency contact provided by you at time of initial consultation. Emergency contact information must be kept current and emergency contact person must be able to access your home. In the event of evacuations due to storms, Paws'N Whiskers will not approve any new service request and we will cancel any daily visits for clients that are not out of town. Any client out of town will be contacted based on the situation. Our staff will provide services rain or shine so long as there is not lightening within a 3 mile of your home.
Job Sharing:
Please notify us of any other person (relative, neighbor, contractor, cleaning service, child away at college, etc.) having permission to access your home while you are away. This is very important. If anyone else is there and we have not been notified in advance, we will need to contact the police for our safety and the safety of your home and pets.Paws'N Whiskers does not accept pet sitting assignments where you have also asked someone else to check in or care for your pet(s) during the same time period that we are performing requested services.
Conflicts, problems, and liability can occur with job sharing – and has been known to become a game of “he said, she said”. Only under extremely special circumstances may we agree but cannot be held responsible for the pet(s) being cared for improperly, doors being left unlocked, gates left open, pets getting loose, items being lost or broken, etc. It is also much harder to observe the health of a pet with more than one caregiver.
Paws'N Whiskers is not liable and is completely indemnified for any and all liability stemming from the act(s) or failure to act(s) of third parties, whether known or unknown, including but not limited to, friends, neighbors, pool persons, landscapers, housekeepers, utility persons, etc.
Keys:
Two working copies of your house key will be made. This cost is worked into our service rates. All keys are kept in a locked safe or onsite at your home with a hidden optional lock-box ($16).
If you live in a gated community, you must provide a gate code.
NO KEYS will be mailed by regular mail, hidden outside through your own containers, lock boxes or locked in homes on last visits. Should keys become unusable, lock malfunctions, Client fails to leave a key, or for any other reasons beyond our control, Paws'N Whiskers has authorization to employ the services of a locksmith to gain entry into a Client’s home on Client’s behalf to complete a scheduled service.
Client will be responsible for all expenses incurred and reimburse Paws'N Whiskers through your pet portal. Please test all keys, making sure they work, prior to giving to pet sitter.
If extra visits are requested to pick up and drop off keys after the initial Friendship Assessment, a $5 service charge may apply.
Checks:
All payments are due no later than 24 hours before service. However, checks must be collected 1 week before the start of services. Please make all checks payable to Paws'N Whiskers. Our address is:
​1 Financial Plaza
100 SE 3rd Avenue
Floor 10
Fort Lauderdale, FL 33394
Smoke Free:
Paws'N Whiskers is a Smoke-Free Workplace. We apologize for any inconvenience this may cause, but due to health concerns, we are unable to provide overnight services to clients who smoke inside their homes. Thank you for your understanding!
Discounts & Promotions:
We're always trying to offer the best deals possible for our current and new clients. Anytime we offer a special rate we take into account our operation costs. In order for us to offer the amazing service you know and love - we can only allow 1 promotion per invoice. Daily rate (Sitter Saver) discounts are an ongoing discounted price with no additional promotions available to be applied unless otherwise notified. Some exceptions may include a free visit for your pets birthday or credits from you account.
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