Paws Out! Operation Policies
1. Schedule Policy
Should you need to add or change a regularly scheduled walk, your cancellation request must be in by 9 pm the Friday before the week in which you wish to have a service change/addition. Should we receive a request later than 9 pm the Friday before that particular schedule is created we may be unable to accommodate your request.
All clients with regularly scheduled days and time slots, for example Monday-Friday or Tuesday and Thursday of every week, will get priority for scheduled slots over clients that ask for different days each week. Regularly scheduled slots are always guaranteed. Please see our cancellation and vacation policy below should you want to cancel or have a vacation where our services will be suspended while you are away.
2. Cancellation Policy
To cancel a scheduled mid-day dog walk, please make the request via text or email before 9pm on the night prior to the scheduled service. If you make the request before 9:00 pm, you will not receive a charge for the cancelled visit. If we have been notified after 9:00pm for a cancellation, you will be charged as normal.
If you do not notify the office and your walker arrives at your home for your scheduled service you will be charged in full for the visit or visits for that day. We will come for visits unless told otherwise, including during inclement weather.
3. Last Minute Service Policy
If you're stuck at work and can't get home in time to let your dog out, feel free to send a request via text. We usually can accommodate Last Minute Services. Under normal parameters, we ask for at least 24 hours notice for clients to request a normal non-last minute service visit. If the reservation is made under the “Last Minute” parameters, you will be charged an additional $5 over the normal rate. We consider a request to be last-minute when the request is made after 9:00 pm the night before the requested service day.
For your own satisfaction, we ask that you try to let us know by 9:00 pm the night prior to the requested services to avoid the fee. Please make all requests via text, or email. Last Minute Services are subject to scheduling constraints, and clients might not receive the desired time slot.
4. Vacation Policy for Regular Weekly Scheduled Clients
We at Paws Out, LLC guarantee that should your regularly scheduled caretaker take a vacation, we will still provide complete service for your animal. We reserve the right to change caretakers for our staff vacation time or for emergency situations with little to no notice.
If you use Paws Out, LLC services on a regular weekly basis (at least one day per week every week) and would like to go on vacation where our services for your animal are not needed, your regularly scheduled time and service spot will be guaranteed for up to 2 weeks.
Should you not need our service for more than 2 weeks we offer the option to place a hold on your regularly scheduled service spot for a fee of 25% of your normal weekly scheduled payment per week that our services are not needed. This spot may be held for up to 1 month. Beyond 1 month of not needing our service, your regularly scheduled spot cannot be guaranteed. Available openings for our service are first come first serve.
5. Pet Care Specialist Policy
Paws Out, LLC will assign a professional dog walker/pet care specialist to your dog providing you have Monday-Friday walks. If you use multiple services (i.e., walks on varying days and playgroup on others), you will most likely have one staff member taking care of your pet during playgroup and another staff member caring for your pet on "walking" days.
Paws Out, LLC strives for continuity for the benefit of both your pet and our pet care specialists, as it is our experience that keeping your animal in the care of the same person/people provides for a more comfortable visit and walking experience for both dog and walker as both learn each other’s nuances, tricks, and behaviors. However, in the event of emergencies, sick or vacation days, Paws Out, LLC reserves the right to send a replacement pet care specialist to your home. You can rest assured knowing that all Paws Out, LLC employees are subjected to background checks, and are trained on our pet care standards before they are allowed to care for client animals without supervision. If you require to meet the pet care specialist covering for or taking over for your previous care provider, there will be a $20 charge for the meeting.
6. Vaccination Policy
Paws Out, LLC requires that all of the animals in our care be up to date on their rabies vaccines.
We also require that your pets be seen at least yearly by a veterinarian and respect any care treatments you chose for your animal. We support minimal vaccinations but require veterinary visits so that the health of your pet can be guaranteed to be safe around other animals.
If you are going to use topical monthly flea and tick preventative, Paws Out, LLC asks that for the safety of our pet care professionals and the other dogs that you do so 24 hours prior to the animals being in our care.
7. Sick Dog Policy
If you notice that your pet seems under the weather (vomiting, coughing, loose or bloody stools, lethargy, diarrhea or has been diagnosed with a contagious illness) it is best to cancel service. If your pet is scheduled for a group walk or a playgroup and your pet is sick he or she cannot come to group. It would be irresponsible of us to bring a sick dog along with other dogs where illness can spread very quickly. If your dog becomes ill while in our care we will contact you as immediately. In most cases we will return the dog to your home where it can be more comfortable. At this point we will provide walking services for your dog until they are well.
If your dog is diagnosed with kennel cough (Bordetella) he or she will not be allowed to return to regular playgroups for at least 15 days. Kennel cough is very contagious and spreads very quickly so we take extreme caution when an animal becomes infected.
If we cannot get in touch with you to inform you of your pet’s condition and it is an emergency that requires medical attention we will act on behalf of the dog’s best interest, within reason, at the owner’s expense. We will transport your dog to its primary veterinarian as per our records. If your vet is unavailable we will take the animal to Weston Veterinary Hospital, our preferred veterinary hospital, or if necessary, to an emergency care facility. All medical expenses will be the responsibility of the sick/injured dog’s owner.
8. Reactive/Aggressive Pet Policy
The client will be responsible for all medical/veterinarian expenses and damages resulting from injury to the pet sitter, other persons or animals by the pet. Client agrees to indemnify and hold harmless Paws Out, LLC in the event of a claim by any person injured, or claiming injury to their animal by the pet. Client also agrees that it is their responsibility to notify Paws Out, LLC of any pet that has caused an injury to any human or other animal. If a pet has a history of biting or other aggressive behavior, Paws Out, LLC reserves the right to refuse service. Bites must be reported to the local authorities as provided by law.
9. Weather Policy
We are well equipped to weather the elements and walk in all kinds of weather. It doesn’t matter if it is raining, snowing, hailing, or simply scorching hot, we will be out there and doing our jobs to the best of our ability. Please assume that despite any weather conditions if you have a visit scheduled with Paws Out, LLC we will show up. Should you want to cancel due to inclement weather our cancellation policy above will apply.
On days where our ability to provide service is hindered by inclement weather, i.e. icy road conditions, please keep in mind that we may need to adjust walking times in order to compensate for travel time. In the event the Town of Natick School systems have been closed due to to snow, we may refuse servics that day(s).
If the weather is extreme (hot, cold, stormy) we may shorten your pet’s walk to protect both dogs and walkers. Please let us know if your pet has difficulty in any type of weather and would prefer that we spend time with your pet doing something other than an outdoor activity.
In the event of a city declared emergency such as inclement weather, we reserve the right to refuse your service during the declared emergency if you are home upon arrival. Payment of service is still required.
10. Towel Policy
For the safey and to maintain sanitary conditions for your dog(s), Paws Out, LLC asks that you provide towels we can use to wipe off your animals. Please indicate in your client details section of the time to pet portal where we can expect to find your dog appropriate towels if they are not left out with your leash. It is our goal to return your dog as clean as we found them.
11. Key Policy
Keys will remain locked securely at the Paws Out, LLC headquarters for safe keeping. Any other arrangements (key under the doormat, door left unlocked, key left with a neighbor, etc.) are strongly discouraged. If you choose to utilize other arrangements, all liability of Paws Out, LLC is negated, as we cannot be certain who is responsible if a door is left unlocked or property is damaged.
Paws Out, LLC requests and strongly encourages that all clients provide 2 copies of house keys for secure storage at Paws Out, LLC headquarters. We strongly discourage other arrangements as mentioned before and cannot be responsible for damages that may occur due to unauthorized entry.
Residents of apartment complexes: You must sign email the complex office to authorize the apartment management to allow access of Paws Out, LLC members into your apartment. In this circumstance, only 1 key is necessary for our retention.
Should you move from our service area or discontinue our service and do not request your key to be returned, Paws Out, LLC will retain your key for up to 6 months after the date your service terminates. Beyond that, key labels are removed and keys are anonymously disposed.
12. Payment Policy
Payment is due on your last walk day, or at the end of the given week in which you had service; dependent upon your payment plan.
Weekly payment plans require payment to be left on the last day of the week in which you have regularly scheduled services. This option is only available to those clients that use our services on a regularly scheduled basis. You may choose to mail a check (made out to
Paws Out, LLC mailed to; Paws Out, LLC, 51 Village Brook Lane, Ste 16, Natick 01760), or leave a check for your walker to collect. For online payments using Google Wallet, payment must be received on the last day of the week in which you have scheduled service.
If payment is not received within 24 hours of the last day of the week in which you have regularly scheduled services, you are subject to a 10% late fee of the total owed and services will be suspended until payment is made in full.
Returned checks are subject to an additional $35 charge.
13. Holiday Observation Policy
The following is a list of holidays Paws Out, LLC observes. Dog walking services will not be performed on the following holidays: New Years Day, Martin Luther King Day, Presidents Day, Easter, Memorial Day, July 4th, Labor Day, Columbus Day, Veteran's Day, Thanksgiving (& Day after), Christmas Eve, Christmas Day and New Years Day.
14. Contact Policy
Please contact us via text, email or phone for all of your questions, concerns etc. If you have a private matter or would like to speak directly to the owner, please email us at email@example.com. We do have a voicemail system but messages are checked infrequently due to our being out caring for animals. Text and email are checked regularly and responded to immediately if your animal is in our care.
Hiring Paws Out, LLC means that you have a staff of dedicated individuals to care for your animal(s). Ultimately, the manager is responsible for all visits, no matter who provides them. To avoid miscommunication all correspondence needs to come from and to one source; our office. The preferred method is text message or email or phone. Our office line is always available any time of day or night. In our 6 years as professional pet care providers, we have learned that having a consistent route of communication assures our clients and staff that no detail slips through the cracks.
In an effort to keep prices fair we are unable to provide personal contact information for our employee's. Our employee’s phones are their personal phones and it is cost prohibitive for them to use their own data.
Office messages are retrieved remotely and checked infrequently. The office may be called at any hour, but do understand it may take over 48 hours for a message to be received. Access to our staff's private cell phone numbers will not be provided, all inquiries must come via the portal, email or the office line.
15. Parking Policy
In order to have safe access to your animals, especially in towns with permanent or seasonal parking bans; Paws Out, LLC requires a private parking area for pet visits. This can be either a driveway or assigned parking space.
Paws Out, LLC will not be held liable for damage to Client’s property or injury/disappearance of pet if any other person has access to pet or property during the term of this agreement or future assignments.
Paws Out, LLC is not responsible for damage to Client’s home beyond the control of the Pet Sitter/Company. This includes, but is not limited to leaks, electrical problems, broken water pipes, plumbing and acts of God. Every attempt will be made to contact the Client and then the emergency contact before making a subjective decision on dealing with the problem. All repairs and related fees will be paid by Client, or fully reimbursed to Paws Out, LLC within 7 days.
Client is responsible for pet-proofing house, yard and the security fences/gates/latches. Paws Out, LLC will not be responsible for the safety of Client’s pet(s), and will not be held liable for the loss, injury, disappearance, death or fines of pet(s) with unsupervised access to the outdoors. This includes pets with dog/cat doors and outdoor pets.
Any additional visits requested or necessary shall be paid for at the agreed rate. Any additional necessary costs such as food, supplies, or vet fees shall be paid for by the client.
Paws Out, LLC and its employees, agree to provide the services listed in the Service and Price list in a reliable and trustworthy manner. In consideration of these services and as an express condition thereof, the client (person hiring Paws Out, LLC for services) expressly waives and relinquishes any and all claims against Paws Out, LLC and its employees, unless arising from negligence.