Service Procedures

Our Service Procedures

Prices and Payments

The prices and rates shall be inclusive to the work carried out by Privileged Paws as described in the price list, service request, or appointment. Privileged Paws shall, at any time, be entitled to adjust prices or rates by means of a written notification to the Client.

All payments for services rendered are due when service is rendered and in no event any later than one (1) day after invoice due date. Payment can be made via credit card or ACH (e-check) through the Time To Pet app, or by cash, check or Zelle. If payment is not made within one (1) day of the due date, the Client shall be in default and Privileged Paws shall be automatically entitled to a late-payment fee of 10% (ten percent). If the Client is in default, Privileged Paws is excused from any other performance or obligation due to the Client and can immediately terminate its relationship with the Client. In the event Privileged Paws must initiate legal proceedings to collect the Client’s payment obligation, Privileged Paws shall be entitled to also collect its attorney’s fees and costs from the Client. 

For all vacation visits (vacation visits are services that are scheduled to be performed while the Client is out of town) not including already-scheduled recurring visits and one-off services, Privileged Paws requires 50% (fifty percent) of the total fee, to be made within one (1) day of receiving the confirmation email to hold the requested dates. If payment is not made within one (1) day, the Client is at risk of losing the dates of their requested services. The remaining 50% (fifty percent) is due upon completion of services.

Client is responsible for any bank fees, plus a $30 (thirty dollar) fee from Privileged Paws for all returned, canceled, or checks returned due to NSF.

Privileged Paws charges a five dollar ($5) surcharge per visit for the following holidays: New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve. 

If an emergency visit is requested, the regular service rate applies plus a $15 (fifteen dollar) surcharge.

If Privileged Paws arrives for a scheduled appointment at the Client’s home and the Client’s pet is not present, or we cannot gain access to your home (for example, if the key does not work), Privileged Paws will try to contact the Client. If entry cannot be gained, Privileged Paws will leave and the Client will still be charged, and liable, for the scheduled service and no refund will be provided.

Scheduling

All scheduling and communication must be completed through our online scheduling system, which is available on the Time to Pet app. Privileged Paws requires all services to be booked at least eight (8) hours in advance through our the Time To Pet app. Communication or scheduling through any other method is not guaranteed, including texting.

Privilege Paws tries to accommodate any last-minute requests for current Clients, but cannot guarantee services without eight (8) hours advance notice. 

Visits scheduled within eight (8) hours of requested walk time are subject to a $20 last minute scheduling fee. 

Dog Walking, Drop-in, and Dog Park Field Trip Cancellations: Cancellations of services must be made at least eight (8) hours in advance. Cancellations made after this time will result in the service being billed as completed.

Hourly Pet Sitting Overages and Cancellations: Hourly Pet Sitting must be booked for a two (2) hour minimum. In the event the Client returns 15 (fifteen) minutes past the booked time, there is a one dollar ($1) dollar charge per extra minute. Cancellations of Hourly Pet Sitting must be made at least two (2) days in advance. Cancellations made after this time will result in the service being billed as completed.

Vacation Visit Cancellations and Early Returns: Cancellations must be made at least seven (7) days in advance. Cancellations made after this time will result in all services originally scheduled for your vacation being billed as completed. There are no refunds or credits for early returns, or cancellations, to vacation schedules once vacation visits have begun.

Holiday Cancellations: Cancellations must be made at least seven (7) days in advance. Cancellations made after this time will result in all services originally scheduled for your holiday being billed as completed. There are no refunds or credits for early returns or cancellations to schedules once holiday visits have begun. Should you decide to cancel at least eight (8) days in advance, 100% (one hundred percent) of your original deposit will be refunded to you. Major holidays are New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve. 

Privileged Paws has a “no shared visits” policy and the Client agrees that they will not ask any other person to share any pet care services with Privileged Paws. 

Privileged Paws makes every effort to arrive at the Client’s home at the time the visit is scheduled. However, in dealing with different pet personalities, actual service times are not guaranteed. Your Privileged Paws staff should always be at your home within a one hour window of the scheduled service time.

Normal business hours are 7:30 AM to 8:30 PM. After-hours visits are any visits requested after 8:30 PM or before 7:30 AM. There will be a $10 (ten dollar) after-hours fee per each requested after-hours visit.

Meet and Greet

Privileged Paws requires a meet and greet with every new Client, and Client’s Pet. The Meet and Greet should not last more than one (1) hour.

If access to client’s home is to be gained using a key, Privileged Paws requires two (2) key copies. These copies will be picked up at the Meet and Greet.

Meet and Greets are scheduled through the Privileged Paws website, https://www.privilegedpaws.com/new-clients/

 

Dog Walking and Drop-ins

Privileged Paws will walk your dog in the rain, unless the Client specifically requests in writing, that its dog is not be walked in the rain. In the event a dog is not to be walked in the rain, Privileged Paws will use that time to have a play session with your dog.

 If the heat index is above 90 (ninety) degrees or the wind chill is below 32 (thirty-two) degrees, Privileged Paws reserves the right to not walk the Client’s dog and will still come to the Client’s house.  Scheduled walks will turn into play sessions. Exceptions will be made when Pets need outside access to relieve themselves, in which case short walks will be provided with a play session for the rest of the booked time. The Client will receive communication from Privileged Paws staff through the Time to Pet app if this occurs.

The client will never lose a booked appointment due to weather conditions. If Privileged Paws cannot reach the Client’s home in the event the weather is too dangerous to walk or drive, the Client’s visit will be rebooked at a convenient time for both parties.

 

Overnight Sitting

If a Privileged Paws staff member is scheduled to stay overnight in a Client’s home, the Client is required to notify the Privileged Paws staff member in writing if anyone else has access to your home and will be visiting during that time.

Privileged Paws is not responsible for acts of others that are allowed in and out of Client’s home.

Privileged Paws will clean up after your pets to the best of our ability. The Client is to inform Privileged Paws of the designated area for the appropriate cleaning supplies in its “Client Profile” on the Time To Pet app. If there are accidents above and beyond the normal amount anticipated, Privileged Paws will charge a reasonable fee for clean-up time.

Client Confidentiality

Privileged Paws keeps confidential, all keys, remote controls, codes, and Client personal information and will return to the Client immediately upon request.

Pet Requirements and Client Responsibility

For dog park visits, Privileged Paws requires all pets to be current on vaccines, including DHPP, Rabies, Bordetella, and wearing collar with identification.

 All dogs must have basic leash manners and training.

 All dogs must be fitted with a suitable harness, or collar and lead, provided by the client. All dogs will be required to be on a six foot (6′) leash during outdoor walks. Retractable leashes are strictly prohibited. Each employee will have a six foot (6′) leash to use in the event the Client does not own one. The Client will ensure that all harnesses and collars are free from tears and properly fitted to avoid your pet slipping out. If Privileged Paws determines that the fitted collar/harness or leash is not “properly fitted,” Privileged Paws will use a properly fitted slip lead instead. This is a determination we will make for the safety of your dog, other dogs and people around us, and ourselves.

Privileged Paws will not permit the Client’s dog to interact with other dogs on walks. If stray dogs that are off-leash approach, Privileged Paws will do its best to keep the interaction limited and move away from them calmly and quickly.

Privileged Paws will not allow the Client’s dog to interact with any other people while in our care. Privileged Paws will make every effort to keep the Client’s Pet safe and the best way to do so is to keep a safe distance. Privileged Paws cannot predict others behaviors or your pet’s reactions to their behaviors. Privileged Paws will find the best solution is to avoid any possible conflicts.

 If a Pet has a history of biting or other aggressive behavior, Privileged Paws reserves the right to refuse service. Bites must be reported to the local authorities as provided by law. The Client agrees and understands it will be liable and responsible for any medical care expenses and damages that result from its Pet’s bite, including to Privileged Paws staff and including indemnifying and defending Privileged Paws from any claim or loss as a result of such a bite.

The Client agrees and understands that animal behavior is unpredictable. Privileged Paws does not accept responsibility or liability for animal behavior, normal or otherwise, which result in injury to the Client’s pet(s). It is expressly understood and agreed that Privileged Paws shall not be held responsible for any damage to Client’s property, or that of others, caused by Client’s pet(s) during the period in which the pets are in the care of Privileged Paws.

The Client agrees and understands that it is the Client’s responsibility to provide waste bags. Privileged Paws will not use plastic grocery bags. For the Client’s convenience, Privileged Paws will always carry waste bags and in the event the Client fails to provide proper waste bags, or chooses not to purchase waste bags. The Client will be automatically charged three dollars ($3) for a roll of waste bags, which Privileged Paws will leave at the Client’s home for future use on every walk.

The Client agrees and understands it must notify its alarm company, door person and/or gate guards that Privileged Paws will be caring for it pets. When possible, the Client shall provide a gate card, gate remote control, or key fob. The Client agrees and understands that it must provide Privileged Paws with accurate and detailed alarm instructions, which shall include alarm code and any information needed to answer the telephone should the alarm company call because of activated alarm. In the event proper details are not provided, Client agrees not to hold Privileged Paws responsible for any false alarm charges from the police or fire department. Privileged Paws also recommends that you inform a trusted neighbor and/or local police department that, while you are away, Privileged Paws will be caring for your pets and your home.

The Client agrees and understands it shall provide all the items in full supply needed to care for its Pet along with instructions on the use of the supplies. Should the Client fail to do, in the event it is needed for the Pets health and/or well-being, or if the Client requests it, Privileged Paws will purchase pet food, cat litter, cleaning supplies or other essential items while the Client is absent. Privileged Paws will retain a receipt and the Client will be charged for these items in addition to a $20.00 (twenty dollar) trip fee.

In the event the Client’s yard is to be utilized, the Client shall ensure its fence is safe and secure and shall be responsible and liable for any injury or damage that results when the Client instructs Privileged Paws to leave its Pet in a fenced-in area. This includes electronic, wood, metal or any other type of fence. Privileged Paws reserves the right to refuse yard play if the yard poses a threat to the Pets or Privileged Paws, such as if the yard is unsanitary, there is stagnant or excess water, the lawn is unkempt, or there is hazardous trash strewn about.

 

In Case of Emergency

The Client agrees and understands that it shall provide Privileged Paws with its veterinarian information and agrees and understands that it shall notify its veterinarian of Privileged Paws right to take its Pet to the veterinarian in the event of an emergency. Should the Client’s Pet become injured during a Privileged Paws visit, Privileged Paws will transport the Pet to the Client’s veterinarian and will notify the Client. If the Client’s veterinarian is closed, or unavailable, Privileged Paws will transport the Pet to nearest emergency vet and the Client will be responsible for all charges. The Client agrees and understands that it is responsible for all of its Pet’s medical expenses, including reimbursing Privileged Paws for any expenses it is forced to advance on behalf of the Client. The Client understands and agrees that it shall indemnify Privileged Paws and hold it harmless for any such expenses.

Further, the Client agrees and understands that it is bound by the Veterinary Release and Power of Attorney *contact us for details* and that in the event of an emergency, the terms of it will apply as well.

The Client shall leave the name and number of a trusted maintenance company or a person it can rely on to attend to any household emergencies that may arise such as leaking pipes, malfunctioning water heaters, and heating and air units. Client shall notify Privileged Paws of any continuous household problems during the Meet and Greet.

Questions?

Contact us if you have questions about our policies
Privileged Paws