Paw Pals Pet Care | Pet Service Policies

First things first, we want to meet you and your pet(s). There is no cost for your initial consultation, however it is required whether the visits are for reocurring dog walking or one time pet sitting.

We want to make sure your pet(s) are comfortable when we come into their homes and to make sure we know all the do's and don'ts. We will answer questions, go over the policies and detials needed.

Our standard working/visit hours are between 8:00am-7:00pm. Any visits scheduled outside of these regular hours are subject to additional charges.

Our pet sitters and dog walkers often have other jobs and commitments. To make sure we are available when you need us, there are some added fees for weekends, out of hours and holiday visits.

Out of Hours Visits & Weekends:  An additional $3 per visit will be added on weekends/out of hours

Holidays: An additional $10 per visit will be added on the following holidays:
New Year’s Eve/Day, Easter/Weekend, Memorial Day, Independence Day/Weekend, Labor Day/Weekend, Thanksgiving weekend, December 21st- 26th

We get it, stuff comes up, people get sick and sometimes you may need to cancel. We try to be as flexible as possible and in return ask we get as much notice from you as possible!

If we show up for a visit... we will charge in full

Cancellation Policy: (Effective 9/16/2021)

• To avoid a cancellation fee, any weekday service requests must be cancelled at least 48 hours in advance and one week ahead for  weekend visits. If cancellations are given with less notice, services will be charged in full.
• Regularly scheduled daily dog walks (Booked Weekly) are allowed one monthly free cancellation, no questions asked.
• Clients returning home early will be required to pay for the reserved amount of time scheduled including travel time. Reservations are made to plan sitter availability to clients, therefore once services have begun they will be charged in full.
• Holidays (Christmas, Thanksgiving, July 4th, etc.), charged in full is not cancelled 1 full weeks in advance.

Why we charge cancellation fees is because our dog walkers and pet sitters time commitment to caring for your pets and we often refuse service elsewhere because of your booked reservations. When we have a cancellations it is often a loss of a job, business for the day and income for out sitters!

This is also why we are a little stricter around the Holiday periods. Not everyone wants to work over the holidays, so when we make a commitment to help and turn down other jobs....it can really sting our sitters and Paw Pals as a small local business.

To book services, clients can conveniently use our portal by linking a credit card, debit card, or bank account. We've streamlined the process to ensure a smooth and secure booking experience for you.

Invoices are emailed out weekly.

Clients must have a credit card, debit card, or bank account linked to the portal in order to book services.

Previous invoices must be paid in full by the client in order to book services.

Any invoice over $200 must be paid at least 50% by the first date of services or services will not be performed.

Invoices are automatically marked as due on the last day of service.

Any invoices 14 days past due will incur a 20% late fee and the payment method on file will automatically be charged. If an invoice is past due by 14 days and the payment method on file has insufficient funds to cover the balance, or the payment method is invalid, legal action could be taken and the client would be liable for any legal fees. Any invoice past due by 30 days or more will incur a 50% late fee.

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For the smooth delivery of our services, we kindly request Pet Owners to have lockboxes or keyless access to and on their home, where possible. We offer lockboxes for a deposit of $20. The Lockboxes can be attached or discretely place and where possible, should be shielded from the weather/elements.

We have found that keyless and lockboxes access provides us an easy solution in cases of emergencies or unexpected sitter unavailability. Especially for pets with time sensitive medications.

In instances where a lockbox or access code is not possible, we request two copies of keys. One key copy is securely stored for safekeeping, and the other is provided to the designated sitter delivering the services. This allows us to maintain a reliable and efficient service for your beloved pets.

If you insist that keys must be picked up and dropped off each time, there is an additional fee of $15. Benefits of us keeping keys on file include quick and convenient scheduling.

All of our walkers and sitters are experienced pet owners or have experience working with animals in some capacity.

We try to keep them on a regular schedule so they can build relationships with your pets and get to know them. We can not always guarantee this due do to schedule conflicts. However, have no worries every one at Paw Pals pet care service of Madison Wisconsin are great!

Reservations are made via the Client Log In page of the website, phone, text or email.

If you do not receive confirmation, then there is no service agreement. We will arrange a meet and greet and confirm the dates and times. Do not leave unless you have specifically had your services confirm and booked.

We ask that you try and reserve with as much time in advance as possible. This will allow us to guarantee our services for you.

All pets must wear some form of identification if they are to be let outside the house. If you chose not to put ID tags on your pet(s), you do so at your own risk.

We advise up-to-date vaccinations unless a reasonable excuse for not doing so.

Your pet may be socialized with other animals while staying out of their home or on walks. A current health record from the veterinarian must be on file with us.