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.
Meet & Greet Consultation
A $36 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
”Administration Fee
All client invoices include a 5% Administration Fee, calculated as 5% of the total service charges on each invoice. This fee covers a portion of 2 Paws Up’s ongoing business operating costs, including but not limited to: W-2 employee benefits, liability and bonding insurance, workers’ compensation, payroll administration, sitter vetting, background checks, continuing education and professional training programs, and the software systems used to manage scheduling, communication, and client records.
The Administration Fee appears as a separate line item on each invoice for transparency. The fee is non-refundable and applies to all services, including but not limited to pet sitting, dog walking, overnight visits, and consultations. The Administration Fee does not apply to gratuities or tips, which are passed in full to the assigned sitter.
2 Paws Up reserves the right to adjust the Administration Fee with thirty (30) days’ notice to current clients. The current fee structure is published on our Administration Fee page at www.2pawsupinc.com/administration-fee.
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 notify us by 8 AM on the day of the visit 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.
OUR PROFESSIONAL RECOMMENDATION
DOG VISIT FREQUENCY
At 2 Paws Up Inc., the safety and well-being of your pet is always our top priority. For all dogs in our care, we require a minimum of two visits per day. Dogs should never go more than 12 hours without a check-in from a member of our professional team.
While some pet owners feel comfortable with once-daily visits — particularly when their dog has access to a yard or doggy door — we strongly advise against it. Unsupervised outdoor access creates risks that can escalate quickly, including:
• Encounters with wildlife such as coyotes or snakes
• Toxic plant or foreign object ingestion
• Fence failure or escape
• Heat-related emergencies, especially during Georgia summers
• Medical events such as bloat or allergic reactions that require immediate attention
Our Georgia climate, particularly in Gwinnett County, also brings sudden severe weather — including thunderstorms and lightning — that can be dangerous for dogs with unsupervised outdoor access.
PLEASE NOTE: 2 Paws Up Inc. cannot be held responsible for any illness, injury, escape, or incident that occurs as a result of a dog’s unsupervised access to the outdoors, regardless of the number of visits scheduled per day. Our responsibility for your pet’s safety applies only during the time our sitter is physically present in your home.
Clients who choose once-daily visits after being informed of our professional recommendation do so at their own discretion and assume full responsibility for any outcomes that may occur between visits.
We are always happy to discuss your dog’s individual needs and help you choose the visit schedule that best supports their health and happiness.
CAT VISIT FREQUENCY
Although cats are often seen as highly independent, they require consistent daily monitoring and interaction — especially when their owners are away. At 2 Paws Up Inc., we strongly recommend daily visits for all cat sitting services. Every-other-day visits are discouraged for the following reasons:
• Health changes can occur rapidly — conditions such as urinary blockages, respiratory distress, and injuries can become life-threatening within hours
• Daily visits allow us to monitor food and water intake, which are key early indicators of illness
• Litter box changes in urination or bowel habits can signal serious medical issues that require prompt attention
• Cats thrive on routine and daily human interaction, reducing stress and anxiety in their owner’s absence
• Daily visits also allow us to monitor your home for any safety concerns such as water leaks or HVAC issues
PLEASE NOTE: 2 Paws Up Inc. cannot be held responsible for the condition of a cat found ill, injured, or deceased upon arrival at a scheduled visit. This limitation applies regardless of visit frequency and is consistent with our professional liability insurance policy.
Additionally, 2 Paws Up Inc. cannot be held responsible for any illness, injury, escape, or incident that occurs as a result of a cat having access to the outdoors when our sitter is not present. This includes access through cat doors, open windows, screened porches, or any other means. Our responsibility for your cat’s safety applies only during the time our sitter is physically present in your home.
Clients who choose every-other-day visits after being informed of our professional recommendation do so at their own discretion and assume full responsibility for any outcomes that may occur between visits.
We are always happy to discuss your cat’s individual needs and help you find the visit schedule that best supports their health and happiness. Please don’t hesitate to reach out!
Providing True Peace of Mind by Keeping Your Pets Safe, Healthy and Happy!
You can call us at 770-695.3096