Our Policies

At 2 Paws Up Inc we want our Clients to be as fully informed as possible. Policies are published on our website to avoid any misunderstandings or surprises. All Clients of 2 Paws Up Inc agree to abide by our policies and acknowledge that the policies are subject to change without prior notice.

Payment

2 Paws Up accept payment via credit card through our secure merchant account via PayPal. Please Note: This is very important: If you have not received a schedule confirmation via email, please contact us to confirm your reservation before your trip.

Registration Fee

A one-time $35 fee will be charged for processing all new clients. This fee is for setting up your secure Pet Sitting Portal, phone consultations, processing Client/Owner paperwork, a face-to-face meeting with one of the sitters for your area. This fee is non-refundable.  This fee is due when you book your registration meeting. If a face-to-face meeting (Meet and Greet) is carried out you will be charged the registration fee regardless if you use the service or not, and is due at the consultation (face-to-face meeting, meet and greet, consultation).

New Clients

Payment is processed after the face-to-face meeting, meet and greet, consultation visit for all of the first scheduled series of visits.

Existing Clients

Payments are processed 48 hours prior to the first visit of the reservation. Confirmation of your payment will be emailed to you once your payment has been processed.

Recurring Service Clients

Payments for recurring monthly service (i.e., ongoing midday dog walks or potty breaks) are processed on the 25th of each month for the following month of service.

Overnight Reservations

To hold your overnight reservation, we require a non-refundable 50% deposit of the entire reservation at the time of booking. Due to the nature of overnight care reservations, we must turn down any other overnight requests that conflict with your reservation. The balance of the invoice will be processed 48 hours prior to the first visit. The exception is during holiday periods (below).

Holiday Periods

Payments are processed one week (7 days) prior to the first visit of the holiday reservation. Holidays include New Year’s Day,  Martin Luther King Day, President’s Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving (Black Friday), Christmas Eve, Christmas Day and New Year’s Eve.

Cancellation of Services

Regular Pet Sitting Visits During Non-Holiday Periods

Our cancellation policy is designed to provide flexibility while also respecting the commitment of our dedicated Pet Sitters. We kindly request a minimum of four (4) days for any cancellation. Clients canceling with less than four (4) days’ notice before the first scheduled visit will incur a flat rate charge of $35 per event (not per visit).

If visits have already been charged, credits will be issued for cancellations made five (5) days or more before the first scheduled visit. These credits are valid for use within the next six months. Please note, there are no refunds for cancellations.

For our Dog Walking clients, cancellations can be made before 8:00 AM on the same day without incurring a visit fee.

Holiday Periods

Due to the increased demand during holiday periods, our cancellation policy is strictly enforced. A minimum of four (4) days’ notice is required for cancellations during these times. Last-minute cancellations with less than four (4) days’ notice will result in a flat rate charge of $70 per event (not per visit).

Holidays include: New Year’s Eve, New Year’s Day, Martin Luther King Jr. Day, Easter, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving (Black Friday), Christmas Eve, and Christmas Day.

Our Rates and Fees

Early or Late Fees

Our regular pet sitting hours are 8:00 am to 8:00 pm. For visits requested before 8:00 am or after 8:00 PM, these hours will incur a $10 per visit surcharge.

Last Minute Requests or Emergency Care Requests

Medication

Oral or topical medications, as well as injections, are administered at no charge. Subcutaneous fluids can be given for an additional $15 per administration in conjunction with a pet sitting visit or as a stand-alone service.

Holiday Rates

A flat holiday surcharge will be added to your bill when service falls on a holiday. 2 Paws Up Inc recognizes the following holidays: New Year’s Day, Martin Luther King Day, President’s Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving (Black Friday), Christmas Eve, Christmas Day and New Year’s Eve.

Lockbox Policy

For reliable service with the least liability, it is required for 2 Paws Up Inc clients to obtain and utilize a key storage lock box to hold two sets of keys to their residence to ensure that a backup key is always available. Clients should purchase one with at least a four-digit code that either easily hangs from a doorknob or railing, or is wall mounted. You do not need to put the lockbox on your front door; you may attach it to your fence, put it on your back porch, or hide it in another secure location on your property.

A secure lockbox provides you with the peace of mind that your key will always be secured at your home. Benefits include:

• Keys will no longer be in the hands of your pet sitter/walker where they could get lost, and remain safely stored at your premises
• If you move you can take the lockbox with you
• Our pet care personnel will have immediate access to your home in an emergency
• Most lock boxes are reinforced to withstand weather, saws, and hammers
• Change the code whenever you need

Lockboxes can be purchased at most hardware stores and some home goods or retail stores. We can provide you a lockbox for $25.

You can also schedule our key pick-up ($20) and drop-off service ($20), leave a key hidden in a pre-determined place. 2 Paws up Inc WILL NOT retain a copy of your house key unless it is for Mid Day Walks. We can’t leave the key in the house on the last day of service due to unexpected changes in travel plans. This way we can have access to the house if an extra visit is needed.

If you ask your sitter to keep a copy of your key, 2 Paws Up Inc will not be held responsible for it. We prefer to use lockboxes for a number of reasons.  We feel that your key is much safer in a locked box on your property than in your pet sitter’s car or home.  Keys being lost by service companies (pet sitters/dog walkers, house cleaners, etc.) is not uncommon.  The reality is that anything can happen.

Other mishaps may occur as well: your pet sitter/dog walker’s car or home may be broken into where your key was being kept; your pet sitter may be in a car accident, and keys could be ejected out of the car. Rest assured all keys are labeled with a 4 to 6 digit code with no client names or address on the label.

Plus, if your pet sitter has an emergency and is unable to complete your visits, we will always be able to send a backup pet sitter if your key is on your property.  If your pet sitter/dog walker has your key and he or she is unreachable, we will not have access to your home for pet sitting/dog walking.

Using a key lockbox eliminates many of these potential problems.  Further, our lockboxes are yours to keep so that you may use them for friends and family arriving, or if you are locked out of your home, or for other service companies doing work at your house.

Locksmith

In the event that 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 aforementioned occurrences.

Miscellaneous

Hourly Service

2 Paws Up Inc is available to our Clients for miscellaneous errands such as: waiting for the plumber, the cable company, picking up dog/cat food, etc. Clients are charged $25 per hour prorated to the exact time spent by the sitter performing the requested task. This fee is in addition to products purchased or services performed by outside companies.

Pet Care

2 Paws Up Inc is authorized by you to perform services as outlined in the 2 Paws Up Inc Pet Profile for each pet, and you acknowledge that you have provided thorough detailed pet care instructions for each pet for each subsequent visit(s).

Visits

For liability purposes, 2 Paws Up Inc requires a minimum number of visits per day for animals under our care as outlined below:

• A minimum of 2 visits per day (AM and PM or an overnight) is required for dogs, and
• A minimum of 1 visit per day is required for cats and other small pets.

 Others in Home

For liability reasons and for the safety of our Pet Sitters, 2 Paws Up Inc is unable to provide pet sitting services if the Client has other persons in the home sharing the pet care. These include neighbors, friends, other pet sitters, etc.

Pet Identification

Each pet requiring special treatment or medication must wear identification in the form of either collar tags or the pet’s name written on the collar itself.

Emergency Veterinarian Care

All Clients are required to complete the Veterinary Treatment/Information Authorization form. In the event that you have not completed this form, the following protocol will occur:

• 2 Paws Up Inc will make every effort to contact you prior to an emergency veterinary care decision to receive your authorization. If you cannot be reached in a timely manner, you authorize 2 Paws Up Inc to approve medical and/or emergency treatment (excluding euthanasia) as recommended by a veterinarian.
• 2 Paws Up Inc is released from all costs and fees incurred as a result of emergency veterinary care and you agree to pay such fees to all parties rendering emergency care.
• 2 Paws Up Inc is authorized to purchase any foods, medications, or related items recommended by the veterinarian.
• 2 Paws Up Inc will be reimbursed by you for expenses incurred plus any reasonably necessary additional fees for attending to pet emergency, as well as, any other reasonably necessary related expenses.

Necessary Food/Supplies

2 Paws Up Inc is authorized to purchase any needed items such as food, medications, or any other related items in the event those supplies run out during the service period. You agree to reimburse 2 Paws Up Inc for costs of the purchased items, as well as a shopping fee of $25 per hour, prorated as to the exact time spent.

Inclement Weather/Act of God

In the event of inclement weather, natural disaster, or Act of God, 2 Paws Up Inc Pet Sitters will make every effort to reach your residence and care for your pets and home as soon as it is safe to do so. Should a severe property-damaging storm occur while you are away, 2 Paws Up Inc reserves the right to do an extra visit to ensure the safety of your pets and home. 2 Paws Up Inc strongly encourages you to provide us with the name and phone number of a nearby neighbor who can check on your pets in the event of any type of natural disaster or emergency or Act of God. This neighbor should have access to the garage code or a spare key. Your pets’ health and well-being are our greatest concern and we will contact you as soon as possible to keep you informed of these events.

2 Paws Up Inc is authorized to enter restricted areas due to natural disaster, fire, etc. in order to care for pets. The client holds 2 Paws Up Inc harmless from any damage or loss.

2 Paws Up Inc will make every effort possible to complete the scheduled visit/s. 2 Paws Up Inc is entrusted to use the best judgment in such events. However, there are no refunds or credits for any missed visits as a result of inclement weather, natural disaster, or Act of God.

Extraordinary or Unusual Pet Behaviors

It is understood that all animals can be unpredictable when under stress or their routine has changed including, but not limited to, damage to client premises by pet/s not obvious to the pet sitter. 2 Paws Up Inc will not be held liable for visit changes due to a pet exhibiting extraordinary or aggressive behavior. This may include the need to shorten visits or miss medication dosages.

2 Paws Up Inc will not be held liable for any injury, disappearance, death or fines of loose pets with access to the outdoors.

In consideration of these services and as an express condition thereof, you expressly waive and relinquish any and all claims against 2 Paws Up Inc and the Pet Sitter individually, except those arising from obvious gross negligence or willful misconduct on the part of the Pet Sitter.

If safety/health concerns prohibit 2 Paws Up Inc from caring for your pets, you authorize 2 Paws Up Inc to place pets in a kennel, boarding facility or veterinarian’s office. You agree to pay for any fees or services incurred by 2 Paws Up Inc as a result of the removal of pets from premises, under the conditions set forth in this paragraph and the placement of pets in a kennel, boarding facility, or veterinarian, if the veterinarian or kennel of your choice is not available or you cannot be reached.

After-Hours and Emergencies

We know that sometimes emergencies happen. At 2 Paws Up Inc, this is how we handle emergencies and after-hour needs for our established clients. If you are not an established client, please call our office to discuss the situation, and we will do our best to help.

Scheduling care when our office is closed

Our regular office hours are Monday through Friday, 9 am to 4 pm. If you need to schedule services when our office is closed, you can schedule pet care 24/7 on your pet care portal https://2pawsupinc.petssl.com/login or please call our main office number (770-695-3096 Press 0) and leave a detailed message with your name, contact information, and day/time you need service. Or, you can email us at barbie@2pawsupinc.com to request service. A staff member will schedule your service and confirm it with you. NOTE: If you do not receive confirmation/invoice it is your responsibility to contact the office immediately. Do not leave town without this confirmation/invoice.

Requesting an emergency visit

Sometimes emergencies happen, such as a flight getting canceled or a family member with a medical emergency. In true emergency situations when you need a pet visit outside of normal office hours, please call our office at 770-695-3096 and press 3 to speak with the manager-on-call.  If the call goes to voicemail, please leave a message, and the manager-on-call will return your call as soon as possible. 

Team Approach

Our team approach to coverage ensures that your pet is always taken care of at the scheduled time. Should your pet sitter be sick or have car trouble, we guarantee that another sitter will complete the pet visit in a timely manner. As always, you will receive email journal notes with photos of your pets from us at the conclusion of each visit.

Should any emergencies occur with your pet during a visit, our sitters are Fetchfind Approved and will provide necessary care and transportation to a local veterinary clinic if needed.

Client Profile

Every time a reservation is made, the Client agrees to:

Update your home and pet profiles with any changes to:

• New medications or changes in medications,
• Emergency contact numbers,
• Alarm, entry, and garage codes/passwords,
• Animal care, and new pets.

Advise 2 Paws Up Inc the location of the lockbox and provide in the lock box 2 sets of working keys

Return Notification

Call 2 Paws Up Inc upon your return home at 770-695-3096 Press 700. Leave a message. If you are delayed in returning home, call and leave a message. We do not typically call to see if you return nor do we continue any pet sitting. Notify us or let your emergency contact person know to notify us incase of injury, illness or death of owners, so that we may then continue with pet care.

Photographic(s), Videos, Recording Release

I grant to 2 Paws Up Inc, its representatives, and employees the right to take photographs of me and/or my pet(s), and to copyright, use and publish the same in print and/or electronically. 

I agree that 2 Paws Up Inc may use such photographs of me and/or my pets with our without my name and for any lawful purpose, including, for example, such purposes as publicity, illustration, advertising, and the web to include social media content. The image and/or voice may be copyrighted, used, and/or published individually or in conjunction with other photography, video works, and recordings, and in any medium (including without limitation, print publications, public broadcast, CD-ROM format) and for any lawful purpose, including without limitation, trade, exhibition, illustration, promotion, publicity, advertising, and electronic publications.

Client Media

I, the client/owner understands and accepts that any media taken (through home surveillance, etc.) of 2 Paws Up Inc, representatives, pet sitters, dog walkers, dog trainers, while doing a duty of 2 Paws Up Inc cannot be broadcast, published, or shared in any way with others than persons listed on this form without written consent of 2 Paws Up Inc. 2 Paws Up Inc is okay with security cameras. We just might not want images of us playing, fun play wrestling, grooming or training your pets broadcast without our permission.

Contacting Your Pet Sitter

For liability purposes, 2 Paws Up Inc does not give out our Pet Sitters’ personal contact information. We also request that you do not ask any 2 Paws Up Inc pet sitters for their personal information. They can be reached by calling the office at 770-695-3096. We will notify the pet sitter, or dog walker, or dog trainer to contact you. 

If you have any last-minute questions, comments, concerns, or changes regarding your visits, please feel free to call our office at 770-695-3096 Press 700, and we will be happy to help you and will forward your message to your Pet Sitter. Our office hours are generally 9:00 am to 4:00 pm, Monday through Friday. If we do not answer be sure to leave a detailed message. We are probably on the phone with a client or in a training class.

If you have an emergency and your call is after hours, please call the office 770-695-3096 press 700 to reach the Manager on Duty. 2 Paws Up Inc does check messages and emails. Any messages left after 8:00 pm will be returned the next business day. 

Non-Solicitation Non-Compete Agreement

For the protection of both the Client and 2 Paws Up Inc, you agree to refrain from knowingly engaging individual Pet Sitters, Dog Walkers, Dog Trainers who are or who have been associated with 2 Paws Up Inc. All reservation requests must go through the 2 Paws Up Inc office. If you knowingly hire a current or past pet sitter of 2 Paws Up Inc without going through the office we have the right to take legal action against the pet sitter, dog walker or dog trainer. They signed a non-compete non-solicitation agreement upon being hired.

Contact Number

You agree to always provide 2 Paws Up Inc with a contact number or alternate means of reaching you while you are away. As well as providing a local emergency contact.

Early Returns/Last Minute Changes

It is not unusual for trip plans to change at the last minute. However, please understand that 2 Paws Up Inc carefully schedules our pet sitter, dog walker, dog trainer time to service you and our other clients. Therefore, there are no refunds or credits for early returns.

Injury to 2 Paws Up Inc Pet Sitters, Dog Walkers, Dog Trainers

2 Paws Up Inc will hold you responsible for any injury or any damage to your premises caused by your pets, except those arising from obvious gross negligence or willful misconduct on the part of the Pet Sitter, Dog Walker, Dog Trainer. You agree to pay all related medical costs regardless of homeowner’s insurance liability determination. We do carry workman’s compensation on our employees.

Policies may be amended at any time by posting a revised version on our website. The revised policies will be effective at the time we post them. All Clients agree to abide by revised policies.