Policies & Procedures

Our Guarantee

At 2 Paws Up Inc, your satisfaction is our number one priority. We understand that you expect exceptional care, dependability, and service for both you and your pet. We share that commitment and promise to deliver outstanding service. Your satisfaction is guaranteed; if you’re not completely satisfied, we will make it right.

Our Policies

Welcome to 2 Paws Up Inc, where your pet’s health and happiness are our priority. We believe every pet is a treasured member of your family, and their well-being encompasses much more than just food and water – it involves love, companionship, and an understanding of each pet’s unique personality and temperament. We look forward to welcoming your pet into the 2 Paws Up family, allowing you to rest easy knowing they’re receiving the affection and care they deserve while you’re away.
It is crucial for our clients to be well-informed about our policies, so we encourage you to read them carefully. If you have any questions, please feel free to reach out.
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Meet & Greet Consultation

A $35 registration fee is charged to cover the administrative costs associated with setting up your account and ensuring we have all the necessary information to provide high-quality care for your pet. This fee helps us process your application, and creates a personalized profile that details your pet’s needs, preferences, and health information.

By collecting this fee, we can ensure that every pet receives tailored attention and care from the moment you engage in our services. Additionally, it supports the maintenance of our systems and resources (our employees), allowing us to continually improve our service offerings. This one-time fee also demonstrates your commitment to our services and helps us maintain a professional standard of care for all pets entrusted to us.
– Get to know you and your pets, assess the environment, and evaluate your pet’s behavior and schedule.
– Review necessary client and pet information on our portal, including proof of vaccinations.
– Test keys, lock boxes, and conduct a walkthrough of any security systems.
– Gather any additional details relevant to caring for your pets and your home.
These meetings typically last about an hour and help establish a strong relationship between our clients and their pet.

Reservations

We ask that you make all reservations as early as possible, as we focus on quality care and can only accommodate a limited number of pets. For major holidays, requests must be made at least 2 weeks in advance to ensure availability. For non-holiday care, we recommend booking at least 7 days in advance. All new clients will have a Meet & Greet visit scheduled prior to any pet sitting visits being scheduled, to evaluate your pet’s behavior and discuss your pet’s routine.

Please inform us of any changes to your home or your pet’s care at the time of reservation.

Last-Minute Requests or Emergency Reservations

We will do our best to accommodate last-minute requests (under 36 hours) but may charge a $30 flat fee per request for schedule adjustments.

Holiday Services

There may be additional charges for visits on the following holidays: Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas, New Year’s Eve, and New Year’s Day. Fees vary based on the type of service provided.

Keys/Lockboxes

Two working copies of your house keys are required before service begins. For gated communities, a gate card or remote access code is also necessary. We utilize a “Client Owned Lock Box System,” allowing seamless access for your pet sitter while you maintain control of your keys. Please have a lock box and two key sets available during the Meet & Greet.

Locksmith

If 2 Paws Up Inc is required to employ a locksmith to gain entry into your premises due to a malfunction of the lock or failure by you to provide working keys, you are responsible and agree to reimburse 2 Paws Up Inc $125 for the costs incurred in gaining access to pets and home. 2 Paws Up Inc is expressly given the authority to employ a locksmith on your behalf in the event of the occurrences.

Payment

Payment is due 2 days prior to your service start date to avoid a $20 late fee. We accept credit cards only.  A 50% non-refundable deposit is required for holiday bookings, with the balance due 3 days prior to service.

Client Communication

Clients agree to notify 2 Paws Up Inc upon returning home. Failure to communicate may result in additional visit charges. We also request that you inform us immediately if your return is delayed.

Cancellations

For non-holiday services, please provide at least 3 days’ notice for cancellations to qualify for a full credit. For holiday cancellations, a minimum of 7 days’ notice is required. NO REFUNDS are given – only credit toward future bookings and any credit must be used within 6 months of cancellation.

Emergency Procedures

We ask you to prepare an emergency plan, with accessible information in case of unforeseen events. This plan should include nearby contacts who can assist if access to your home is restricted.

Animal Behavior

Animal behavior can be unpredictable. We do not accept responsibility for any harm caused by your pet. Clients are ultimately responsible for any injuries to our staff. In the event of an injury to our employees, we do carry workers compensation insurance.

Privacy Assurance

Your personal information is secure. We never sell or share your data with anyone.

By booking our services, you confirm that you have read, understood, and agreed to our policies.