We Have the Answers

Disclaimer: The answers below are for informational purposes only and are not binding or enforceable against Privileged Paws.

Cancel or Change

Cancel or Change Scheduled Services

Will I receive a refund if I leave for my out of town trip or vacation later than expected or return early?

A: No, please understand that we have blocked off our schedule based on your visits and may have turned other people down to allow time to take care of your pets. We appreciate your understanding in this matter. There will be no refunds.

Q: What is your cancellation policy for dog walks?

A: In order to best serve your needs, the strict cancellation policy is follows – Daily Walks are subject to an 24-hour cancellation period. If you cancel your service less than 24 hours in advance you will still be charged for your pet visit. Our cancellation policy is different for overnight visits. Please see our Overnight Cancellation Policy on the Policies page of our website.

Q: What happens in severe weather?

A: Privileged Paws requests the name and phone number of a person living nearby. If the Privileged Paws pet care provider is physically unable to reach your home due to impassable roads, we will contact that person. Your pets’ health and well-being are our utmost concern and we will contact you as soon as possible to keep you informed of these events. This is pertaining to severe storms, plus snow and ice.

Q. What is your refund/cancellation policy for overnights or pet sitting.

A: We have a different cancellation policy for overnights and pet sitting. At the time service is requested 50% of the total for the scheduled pet sitting is due. The remaining total is due 30 days before the scheduled service and will be automatically billed to your card on file. In the event you decide to cancel 100% of your deposit will be refunded if you cancel at least 30 days in advance. Cancellation of services less than 30 days in advance results in a non-refundable deposit.

Q. Will Privileged Paws cancel on us?

A: Privileged Paws has yet to cancel a scheduled service for any of our clients. Our mission is to provide the best pet services to all of our clients. Privileged Paws reserves the right to limit time outside in extreme weather conditions. This includes severe thunderstorms and torrential downpours, temperatures below freezing or feels like temperatures in single digits, temperatures above 95 degrees or heat index above 100 degrees, and extremely icy conditions. Instead, we will spend the remaining time indoors playing, brushing your pet and giving extra TLC. Privileged Paws does not travel in snow emergencies. Our goal is to keep your pet(s) and our staff members safe at all times.

Payment

Payment

Q. What forms of payment do you accept and when is it due?

A: We accept cash, credit cards and personal checks. Payment is due at completion of services rendered.

Q: How is payment handled?

A: Payment can be made through the client portal on our website. We also accept cash and checks left in your home at the time we visit to complete your services.

Q: Do you charge a holiday fee?

A: Yes, we do. While we do cancel daily walks on major holidays, if your dog needs to be walked, or you are using us for your vacation visits, we will walk your dog. We do charge a holiday fee of $10 per visit on the following holidays: New Years Eve, New Years Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Eve (all day), Christmas Day. This is a way for us to reward our pet sitters who are giving their holiday time.

Q: May I give my pet sitter / dog walker a gratuity?

A: Absolutely. You may add a gratuity to your bill.

Q: Why don’t you have pricing on your website?

A: Our prices are not “cookie cutter.” We prefer to meet with you and understand what is important to you when it comes to the care and health of your pets. We then customize our pricing to best fit your needs.

Customer Accounts

Residence Access

Q. I work during the day. What times do you come and how do you get into my residence?

A: We customize our visits for each dog. We will accommodate your time preference as best as possible. During our Meet and Greet we will go over your home access instructions.

Q. Who will have access to my home? Do you hold on to my keys?

A: At the meet and greet we collect two copies of your key. You will meet your assigned pet sitter and provide permission before they are ever granted access to your home. Each key is coded and does not have any identifiable information such as owner’s name or address. Your dog walker/pet sitter that you meet at the meet and greet and Privileged Paws owner will be the only ones with access to your home unless we contact you and you agree otherwise.

Q: Do I always have to give you a key?

A: Most clients do give us a key. Remember we are bonded & insured. If you have another way the sitter can access your home be sure to go over that process at the initial “Meet and Greet.” Remember, if the sitter arrives at your home and cannot access your home to walk or perform the drop in, or sitter services, you will still be charged for your scheduled visit.

Q: I live in a secure building, how is that handled?

A: Due to our schedule we are not able to wait for a desk person to let us in the building and up to your floor each day. We should already have a key to your apartment from the Meet & Greet. If a fob is required for the elevator, then clients generally leave the fob for us in an envelope at the front desk and a note authorizing us to enter their apartment. We leave the fob back in your apartment, or back at the front desk, at the time of the last visit.

Q: How will I get my key back if I move or discontinue service if you are keeping my keys on file?

A: We will be glad to mail your keys upon your request if you have kept your keys on file with us as a ready key. The fee will be $5. If you need them to be dropped off, we can arrange that as well. There will be a trip charge of $20 for this service.

Client Privacy

Q: What is your privacy policy?

A: Privileged Paws will safeguard the confidentiality and security of the information we obtain from you. We are committed to protecting your privacy. We use the information we collect for the purpose of your pets’ visits and to process your credit card transactions. This notice describes our privacy policy as it relates to the collection, protection and disclosure of such information resulting from credit card transactions and client registrations and profiles. The credit card information provided by you to Privileged Paws will be stored in a secure encrypted database. Privileged Paws employees do not have access to credit card numbers.

Meet and Greet

Q. What does the Meet and Greet consist of and is it required?

A: The Meet and Greet IS required prior to scheduling any new clients. The owner of Privileged Paws and your assigned sitter will come to your home to meet you and your pet(s). This is our way of seeing if we are a good fit for you and your pet(s). At this time, we go over all of the details, including your pet(s) routine, scheduling, pricing, any specific information regarding your pet(s), and more. If there is a scheduling issue, we are flexible.

Q: Is the Meet and Greet free?

A: No, the initial Meet and Greet is not free. There is a charge of $40 which is paid at the time of booking. We prefer to schedule the Meet and Greet as soon as you contact us, regardless of when you expect services to start.

Q: What information do I need to provide before the Meet and Greet?

A: Prior to the Meet and Greet you will need to fill out your profile completely. We will need your contact information, your pet(s) information, contact information for emergency contacts, vet contact information. Additionally, you will need to set up a profile for your pet(s).

Q: What happens during the Meet and Greet?

A: During the “Meet and Greet” our owner and assigned sitter will visit with you and go over information that should have been completed, prior to our visit, through our website. During that time we will review any detailed or special instructions for your pets and get to know their routine. If a mutual decision is made that needs will be met the client will familiarize the sitter with the pet’s routine, including: where to find food, leashes, waste bags, litter box, etc. After the Meet and Greet you will be ready to schedule visits conveniently through your online customer portal.

Q. How do I setup a Meet and Greet?

A: Click the NEW CLIENTS button on our website and follow the information on the page.

Q: Are you insured and bonded?

A: Yes. We carry liability insurance and all sitters are bonded as well. All sitters are screened and must pass a background check prior to employment.

Q: What experience do you have with pets?

A: Privileged Paws has been in business since 2015. We are a member of National Association of Professional Pet Sitters and Professional Pet Sitters Association.  All of our employees are CPR and First Aid Certified and go through extensive training before beginning to care for pets for Privileged Paws clients.

 

Pet Sitting

Q: What happens if I did not leave enough food for my pet(s)?

A: We will notify you that there is not enough food so that you are aware and see if perhaps you have more food in another place in your home. If we do need to make a special trip to purchase food we will be glad to do so. There will be a $25 trip charge plus the cost of the food. The charges will be added to your invoice and your credit card will be charged. If an extra trip to your home is needed for an extra visit to feed your pets, you will be charged for that as well.

Q: Why should I use a Privileged Paws sitter?

A: Your pet will remain in his or her familiar, secure environment and follow his or her customary diet and exercise routine. Travel trama for both the owner and pet is eliminated. Your pet is not exposed to illness of other animals. Untrained or unwilling friends/family/neighbors need not be called. Most importantly, your pet receives lots of love and personal attention while you are away. We are loving, dependable and trustworthy! You will have peace of mind that comes from knowing your pet is being card for by a professional.

Q: Why should you only use a professional pet sitter?

A: Professional pet sitters are just what the description implies – professional. While having friends, family, or neighbors care for your pets may seem like a logical choice, professional pet sitters do this for a living and have the experience necessary to care for your animals. A professional pet sitter is trained and experienced in working with all types of pet personalities and will know how to tailor your pet’s care based on their individual likes, dislikes, fears, and habits. They know how to spot and avoid potentially dangerous situations, and can react quickly and effectively when necessary. They are trained and experienced in administering medications. They know how to tell if your pet needs veterinary attention plus have backup in case of emergencies, car troubles or illness. Finally, they can be relied on to fulfill all of your care requests on time, each and every time.

Q: Do you always visit at the time we ask for?

A: We book your visits within a time frame and will be there during that time. If you are booking a cat visit for the morning and it is during peak times such as holidays we will be there in the later mornings due to the fact that we need to get to dog visits first, unless of course you have a cat that needs medication at a critical time. If time is critical, please let us know.

Emergencies

Q: What happens in an emergency? Is there a form I need to fill out to authorize emergency care?

A: Yes, there is a section in your client profile, on our website. Please fill this form out completely.

References and Referrals

Q. Do you have references that I can contact?

A: Yes, we are proud of our accomplishments with Privileged Paws. At our introductory meeting, we will provide you with at least 3 references of our current clientele. Additionally, we can provide you with more references at your request prior to your meeting with us.

Q. Do you have a referral program?

A: Yes, if you refer our service to a friend, family member, or co-worker, we will reward you with a free 30-minute walk. They must mention your name when they book their service. You will receive your free walk after their first two weeks of service have been completed.

Service Area

Q. What is your service area?

A: Areas We Service: Downtown Dallas, Uptown, Park Cities (Highland Park and University Park), Farmers Branch, Addison, and Far North Dallas. Check out a map of our complete service area here.

Q. Do you travel outside of your service area?

A: When current scheduling load allows we do travel outside our service area. Unfortunately, with the cost of gas and meeting schedule requirements, we have to charge an extra fee based on your location.

Services

Dog Walking

Q: Do you pick up my dog’s waste when you are walking?

A: Yes, we do. We do ask that the client provide actual pet waste bags, not plastic grocery bags. If you do not have pet waste bags we will provide the bags one roll at a time. The charge for each roll is $3.00 per roll and will be added to your account charges. We will leave the roll at your home with your pet supplies and use that roll every time we walk your dog. We ask you to provide specific instructions on where you would like pet waste discarded.

Q. Where do you exercise my dog?

A: We will plan a route somewhere around where you live.

Q. Do you exercise more than one dog at a time?

A: If you mean with another dog from a different household, no; If you mean with another dog that you own, then definitely! For the safety of your dogs, we do limit our walks to no more than two dogs at one time. Depending on leash manners, and size of dogs, exceptions can be made. We ask that your dog have basic leash manners and training, the appropriate harness or collar. We do not use retractable leashes.

Q: How long are your visits?

A: We offer walks in 30- or 60-minute increments and onleash hiking adventures ranging from 3 to 6 hours at dog approved local hiking trails.

Q: What hours do you provide services?

A: We offer services 24 hours a day. Dog walking visits are generally between 7:30 am to 6:00 pm. Other times can be arranged. Our overnight visits are 11 concurrent hours but can be customized. Our most popular overnight visits go from 8:00 pm to 7:00 am.

Our office hours are 8:00 am to 6:00 pm Monday-Friday, and 8:00 am to 12:00 pm on Saturday. We will always return your call, or respond to a message, within 2 to 3 hours.

Overnight Pet Sitting

Q: Do you board pets?

A: No, we do not board pets in our home. We do provide daily visits for your pets or we can stay overnight as well. We will customize a schedule to fit your pet’s needs. Your pets will be much happier in their own home stress free!

Q: I have never used an overnight pet sitter before; can you tell me a little bit about this service?

A: Our most popular overnight visit hours are from 8:00 pm to 7:00 am. We can come earlier or stay later, based on your pet(s) needs. Additional charges may apply. Overnight visits give you peace of mind knowing that your home is being looked after as well as your pets getting lots of extra attention. If your pets are used to sleeping in your bed with you, we are happy to have them sleep in the bed with us too! We can add an earlier dinner time visit and then come back for the night. Our overnight price does include a walk when we arrive at night and a walk before we leave in the morning.

Q: Do you have an overnight sitter available in all of your service areas?

A: Check out our service area by going to our SERVICES page then SERVICE AREA, or click this link https://www.privilegedpaws.com/services/service-area/.  We do have overnight sitters that cover all of our area if we have availability. If you live outside this area and are interested in overnight sitting please use the CONTACT tab, on our website, and we can discuss options and availability.

Q: What do you do on a pet sitting visit?

A: Our pet sitting visits include: Feeding per your instructions, fresh water, dogs walked, love and play time, brushing, litter box cleaned, bird cage cleaned, medication given if needed, mail and newspaper brought in, plants watered, lights on and off. Lots of TLC. We are always willing to provide extra services, within reason, if needed.

Q: Can I be assured of same pet sitter each time?

A: We prefer to have the continuity of the same pet sitter each time. However, we always train a backup sitter on all of our client pets so we always have backup if the sitter is not available. A fully informed substitute sitter will be available for back up.

Q: I am leaving in two days and don’t have time to meet one of your sitters. Will you take care of my pets without meeting them?

A: No, we do require an initial consultation before taking care of your pets.

Q: Can I have every other day cat visits?

A: No, we feel all cats should be visited no less than once every 24 hours. This is for the health of your fur-baby. If you really feel you have a healthy cat, and prefer every other day visits, please talk to us on an individual basis.

Q: Will you let my cat in and out?

A: Yes, if your cat is used to being let in and out while you are home, we will do the same. However, if your cat is injured, killed, or disappears while in Privileged Paws care, Privileged Paws will not be responsible.

Q: If my pet has an “accident”, do you clean it up?

A: Yes, we will clean up after your pets to the best of our ability. If there are always accidents, we will ask you to book an additional visit during the day. We will do a walk through to check for accidents.

Q. Will I know how my pet is doing when I’m away?

A. We have implemented our unique daily update because we understand that separation anxiety can go both ways! After each visit is complete we will send you a picture along with a report of how your pet(s) did!

Q. What if I am unsatisfied with my sitter or my service?

A. We encourage you to contact us right away if you are not satisfied in any way with your sitter or your service. We will address any issues, and hopefully rectify whatever problems you may have. We want to live up to your expectations, so please contact us immediately if that hasn’t happened.

Terms of Service

Q: What are your Terms of Service?

A: Privileged Paws is also referred to as: “Privileged Paws” or “We.” The Client is also referred to as “Client”, “You(r)”, “Owner.” We agree to come to your home when you book services with us and will provide good, quality pet care for your pets as requested by the you, the Client, as presented on the Services Page of our website.

Questions?

Contact us if you have more questions regarding our services
Privileged Paws