Do you have a guarantee?

Yes. 2 Paws Up Inc offers an Uncommon Guarantee. If the service does not meet expectations, the company will provide a credit toward a future service to make it right.

When does your service operate?

Services are supported every day. Regular office hours are 9:00 AM to 4:00 PM, Monday through Friday, and leadership support is available after hours and on weekends when needed.

Yes. Clients can use the 2 Paws Up app and the Time To Pet app to request services, access the customer portal, receive notifications, and communicate with the care team.

How do you access my house?

2 Paws Up Inc is a keyless company. Access stays at the property using options such as a lockbox, door code, or garage code, so the team can reliably access pets even during emergencies.

Can I use my own lockbox?

Yes. Clients may use their own lockbox as long as the code works correctly and the company is updated if the code or location changes.

How do I schedule services?

Clients can schedule services during office hours by phone or email, and many use the secure customer portal to request services and receive confirmations.

How can I make a payment?

Payments are made through the secure customer portal using ACH or credit card. Pet Care Team members do not accept payments left in the home.

What is the payment process?

Invoices are due three business days before the first service date. Clients can log in to their account to pay and add a tip before the invoice is automatically processed.

Are there fees for additional pets?

Yes. There is a $1 charge for each additional pet.

Are there any additional fees on specific days?

Yes. Holiday visits have a $10 per-visit holiday fee on designated holidays, and last-minute bookings made with less than 24 hours notice may also include an additional visit fee.

Is there an extra fee for medication administration?

Standard medication administration is included at no extra charge. Single injectable medications, such as insulin, are charged at $5 per injection.

Do you charge for registration?

Yes. There is a $35 registration fee for onboarding, system setup, and care team setup. If the client uses the company lockbox service, there is an additional $25 fee.

Do you provide services for more than just dogs and cats?

Yes. In addition to dogs and cats, the team also cares for a range of other pets, including small animals, birds, reptiles, and backyard animals.

Can I request my visit times?

Visits usually operate within a 2 to 3 hour arrival window so schedules can remain flexible while keeping pets on a consistent routine.

How do we know you were there?

Clients receive updates through the customer portal, including arrival and departure notifications, GPS check-in and check-out details, notes, photos, and walk routes when applicable.

Can you visit my cat every few days?

No. 2 Paws Up Inc requires at least one cat visit every 24 hours so each pet can be located and given a visual health and wellness check.

What if I need last-minute help or I have an emergency?

Current clients can request same-day service based on availability, and an on-demand fee may apply. Established clients can contact the team through the Time To Pet portal for urgent help.

My dog is pee-pad trained. Will you come only once a day?

No. The company requires a minimum of two visits per day for dogs, even if they use pee pads, to support their physical and emotional well-being.

How long are dog walks?

Most dog walks are 20 to 30 minutes, and extended walks are also available for dogs that need more exercise or for multi-dog households.

Do you do group walks?

Walks are private by default. In some cases, a shared walk may be considered if another compatible dog lives very nearby and both dogs walk well together.

Will you let my dog go off-leash?

No. Dogs are not walked off-leash. Dogs must use a properly fitted collar or harness, and backyard time is limited to secure fenced spaces or approved electronic fence setups.

Are you licensed, insured, and bonded?

Yes. 2 Paws Up Inc states that it is licensed in Gwinnett County and carries liability insurance, bonding, and workers compensation coverage.

Do you train your pet sitters and dog walkers?

Yes. Team members go through training and testing in policies, animal health, behavior, and security, along with continued education.

What if I need to cancel?

Midday dog walks can be canceled by 9:00 PM the night before without penalty. Trip services generally require more than 24 hours notice before the first scheduled visit, and peak-time terms may differ.

What if I come home early?

Clients should give as much advance notice as possible. If more than 24 hours notice is given, the visit can be credited for future service. With less than 24 hours notice, the visit fee is forfeited.

Do I get to meet my dog walker or pet sitter?

During registration, clients work with a member of the Leadership Team, and they can arrange a scheduled visit to meet a member of their Care Team.

What if my pet sitter or dog walker is not available?

Clients are usually assigned 2 to 3 Care Team members in their area so care can continue smoothly if one team member is unavailable.

Our 5% Administration Fee — What It Covers and Why It Matters

Real Costs. Real Transparency. Real Care.

Running a professional pet care company looks very different from running a gig-app side hustle. Behind every visit, every walk, and every belly rub from a 2 Paws Up sitter is an entire infrastructure designed to protect your pets, your home, and the team caring for them.

That infrastructure costs money — and we believe in being upfront about it.

That’s why every 2 Paws Up invoice includes a 5% Administration Fee. Rather than burying these costs inside a higher base service rate, we itemize them so you can see exactly what you’re paying for and why it matters.

What the 5% Administration Fee Covers

The fee covers a portion of the real, ongoing business costs that allow us to operate at the level our clients expect. These costs include, but are not limited to:

W-2 Employee Benefits

Our pet sitters and dog walkers are real employees — not 1099 contractors or gig workers. That means we provide benefits, handle payroll taxes, and treat our team like the professionals they are. Happy, supported sitters provide better care for your pets.

Liability & Bonding Insurance

2 Paws Up is fully bonded and carries comprehensive liability insurance, including care/custody/control coverage for the pets we look after and lost-key coverage for your home. Most gig-economy services don’t carry this protection — and you absorb the risk.

Workers’ Compensation & Payroll Administration

If a sitter is injured on the job, workers’ compensation covers their care and protects you from personal liability. We also work with Paychex to ensure every payroll, every tax obligation, and every government filing is handled correctly.

Sitter Vetting & Background Checks

Every member of our team passes a comprehensive background check before stepping foot in your home. We never compromise on this. Period.

Onboarding & Continuing Education

New hires complete a structured 90-day onboarding program with check-ins at Day 30, Day 60, and Day 90. Our entire team participates in mandatory weekly training through our “Paws & Progress Hour,” covering pet first aid, CPR, behavior, enrichment, and emergency preparedness.

Professional Software Systems

Time To Pet for scheduling and visit reports. Tractive GPS for walk tracking. Encrypted client portals for secure access codes. SendOutCards for personalized client communication. These systems aren’t free — and they’re what allow us to deliver consistent, accountable, professional service every single time.

Why We Charge It as a Separate Line Item

We had two choices when our operating costs increased: raise our base service rates and bury the increase, or keep base rates locked and itemize the cost transparently.

We chose transparency.

When you see the 5% Administration Fee on your invoice, you know exactly what it represents and exactly where it goes. No hidden price hikes. No quiet adjustments. Just honest, itemized billing that reflects the real cost of professional pet care.

It’s the same principle that has guided 2 Paws Up since 2003: do the right thing, do it well, and tell our clients the truth.

Why This Matters for Your Pets

Every dollar of the Administration Fee goes back into protecting the standard of care your pets receive. It funds the vetted, trained, supported, and insured team that walks through your door. It funds the technology that keeps you informed in real time. It funds the safety net that catches problems before they become emergencies.

When you choose 2 Paws Up, you’re not just paying for a visit. You’re paying for professional pet care, delivered by real employees, backed by real insurance, supported by real systems — for over 21 years and counting.

That’s worth 5%. And we think you’ll agree.

Questions About the Administration Fee?

We’re happy to walk you through anything you’d like to understand better. Reach out anytime:

Phone: (770) 695-3096
Email: barbie@2pawsupinc.com
Website: www.2pawsupinc.com

Or schedule a free consultation call:

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