FAQ's & Company Policies

General

Vacation/Weekend Getaway Return Home Notification Policy


We ask that you send us an email or portal message to let us know once you’re back at your house with your pets. If we do not hear from you and are unable to reach you & your pets are overdue for a potty break, we will assume you’ve been delayed & will continue coming to care for your pets. Should we arrive at your home to find that you’ve already gotten there, we will be unable to issue any refunds. In this situation, you will be charged in full for the visit.




Home Visitors/Home Access Policy


We ask that you let us know in advance if there will be anyone else in the home, whether it be service professionals or family members that we had not discussed previously at the meet and greet. We take the security of your home seriously & may call the police for yours &our own safety if we find anyone else in the home that you did not notify us of prior to the visit.

Please understand that when you allow persons outside of Paw Love Dog staff to enter your home while your pets are in our care, Paw Love Dog Services will not be held responsible for any damages to the home or to your pets (whether the visitor provides care for your pet or not).

This includes, but is not limited to: family, friends, neighbors, housekeepers, maintenance/repair people, etc.




Incliment Weather


Inclement/Extreme Weather Policy (Including, but not limited to, extreme heat, cold, thunder and winter storms, flooding, tornado warnings, forceful winds, hurricanes, regional state of emergency, etc.): - Please ensure that during winter weather, you have a clear, shoveled, and salted walkway to the home, as well as a clear spot for us to park and get in and out of our car (as well as be able to get out of the spot).

  • The following is a snapshot summary of our Inclement/Extreme Weather Policies. They are put in place primarily for severe conditions and for the safety and well-being of your pet and pet sitter. We encourage you to read them in full in your Service Agreement, which can be found under your global documents page in your Client Portal.
  • We’re committed to do our absolute best to be as prepared as possible for all kinds of weather to ensure you have the best quality & consistent service. We’ll make every effort to get to each and every visit safely. However, there are some situations in which we may have to modify or cancel services or cut walks short.
  • Since every pet has their own unique needs, your walker or sitter will use their best judgment to determine whether the visit or walk times need to be modified due to the weather. These adjustments will be based on the size of your pet, breed, medical conditions, fitness level, weight, age, wind-chill factor, humidity and heat index.

  • Should we need to cancel on our part, we ask that you please have inclement weather emergency contact information (someone within walking distance of your home) in your portal in the event that we cannot get to your home & cannot reach you. Make sure they have access to your home whether it be key or access code!!
Extreme Heat & Humidity: - Should we feel the need to modify walks in the best interest of your pet, we’ll try to find a shady or grassy area & may walk them for a shorter pace and duration. - If there is no ample shade or grassy area to walk, we will then spend the remaining time playing indoors so your dog can get some energy out. Or if you have a yard with ample shade, we may play outside.
Snow, Ice, & Cold Temperatures: - If temperatures are very low (while also considering wind chill factor), we may shorten the walk time or will give your pet the opportunity to relieve themselves outdoors & then spend the remaining time playing indoors so your dog can get some energy out. - In the event of excess snow and ice, we will determine whether it is safe or not to travel to your home - Should you wish to cancel due to bad weather while we maintain regular working hours, our cancellation policy will apply as normal. We may choose to cancel if there is flooding, snow, ice, or we cannot get to your home safely due to unsafe road conditions. In this situation, you will not be charged a cancellation fee. Severe Thunderstorms, Tornadoes, Hurricanes, etc - We will determine whether it is safe or not to travel to your home. If we conclude that it is, we may adjust your visit to include minimal time outside so your pet has a chance to relieve themselves.




Meet & Greets


For the safety of our sitters & to make sure we are a good fit, we require a complimentary initial Meet & Greet with all new clients prior to services starting. Our goal is to go over your pets' care plan & your Client Portal, tour their main living areas, receive housekeys (we ask for 2 methods of entry), and to answer any further questions or concerns you may have.





Payment Policies

Payment Options


Payment Options-

- We accept credit cards & ACH transfers from your bank through your Client Portal for your convenience. Electronic ACH payments are a safe, quick, and easy way to pay your invoice & keep track of your payment history.

- Autopay is available at Client’s request with the option to leave an automatic tip for your sitter. Please let us know if you would like to use autopay.




When is payment due?


For Vacations, Holidays, Weekend Getaways (or 2+ visits in a day while you're out of town):

- 50% nonrefundable deposit is due at the time of booking to hold your service request dates on our schedule.

-Email invoice will be sent. Remaining balance is due 2 weeks before services begin to guarantee service. If your invoice is not paid in full at this time, your card on file will be charged for the balance. If your card is declined and no other payment is submitted, your booking will be cancelled and we will be unable to provide pet care services.

- Holiday rates apply to the days of: New Year’s Eve, Easter Sunday, New Year’s Day, Christmas Eve, Thanksgiving, Christmas Day, Labor Day, Memorial Day, & Independence Day.


For Non-vacation Visits or Walks:

- An email invoice is sent for the upcoming week’s services (Sun-Saturday) on Wednesday. If not paid manually by that Friday, we will charge your credit card on file for the balance. We do try to avoid charging your card ourselves to give you every opportunity to leave a tip for your sitter.

- If requests are made after the Wednesday prior to the upcoming week, your card will be charged at the time of booking.

- If your card is declined and no other payment is submitted, your booking will be cancelled and we will be unable to provide pet care services.

- Holiday rates apply to the days of: New Year’s Eve, Easter Sunday, New Year’s Day, Christmas Eve, Thanksgiving, Christmas Day, Labor Day, Memorial Day, & Independence Day.




Late Payment & Credit Card Requirement Policies-


Late Payment & Credit Card Requirement Policies-


Paw Love Dog Services requires that all clients have a valid credit card on file, even if Client chooses to utilize a different payment method.

We appreciate your prompt payment for services rendered so that we are able to pay our sitters for their hard work.

Situation: Payment is 1 day overdue

Policy: If payment is not received by the due date, your account will incur a 15% late fee.

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Situation: Payment is 4 days overdue

Policy: If payment is not received within the 3 day period, you authorize Paw Love Dog Services to charge your credit card on file for all overdue invoices (plus any applicable late fees & holiday fees).

If your card is declined, your account will continue to incur late fees of 15% per week until the balance is paid in full. This 15% is taken from the entire invoice balance (including any previous fees).


If your payment does not go through at the time we charge it, we will no longer be able to provide services until your balance is paid in full. Your account will incur late payment fees of 15% per week until paid in full.





Cancellation Policies

Non-Holiday Vacation Cancellation Policies


Non-Holiday Vacation Cancellation Policies

We do our very best to not overbook our schedule to ensure outstanding quality pet care for all of our clients. Please understand that when we agree to put you on our schedule, we often have to turn away our other wonderful clients who may need us. Not only are you booking our pet care services, you are reserving our time on our calendar. We ask that you please give us as much notice in advance as possible when cancelling a visit or requesting a change to a booking.

Please Note: As of the first day of service, we will be unable to offer schedule changes, refunds, or credits for early returns for vacation visits.

- If cancelled More Than 7 Days Out Prior to First Visit- Full refund minus nonrefundable deposit

- If cancelled Less Than 7 Days Notice Prior to First Visit- 50% credit for the First 7 Cancelled Days

- If No Notice Given- No Refunds or Credits Available




Regularly Scheduled Daily/Weekly Walks & Visits Cancellations


Regularly Scheduled Daily/Weekly Walks & Visits Cancellations

Cancelled before midnight the day before services: No cancellation fee.

Cancelled before 8am on day of service: 50% cost of visit is the cancellation fee.

Cancelled after 8am on day of service: No Refunds or Credits Available




Major Holiday Reservation Cancellations


Major Holiday Reservation Cancellations

Holidays are our peak times as pet sitters. We have limited availability. Once pet sitting has begun, we will be unable to offer schedule changes, refunds, or credits for early returns. This is due to the fact that in order to hold your time slot on our schedule, we often have to turn down other clients.

- More Than 14 Days Notice Prior to service start- Full credit towards a future booking minus nonrefundable deposit.

- Less Than 14 Days Prior to Trip- 50% credit for the First 7 Cancelled Days (excluding Holiday Fees) to go towards next booking.

- No Notice Given- No Refunds or Credits Available

Holiday Cancellations apply to the days of (and day prior to & after): New Year’s Eve, Easter Sunday, New Year’s Day, Christmas Eve, Thanksgiving, Christmas Day, Labor Day, Memorial Day, & Independence Day.




What happens if I forget to cancel or leave a key and my sitter shows up?


In the event that your sitter arrives and you forgot to cancel service, your pet is not home, your key is not left in the lockbox (or key inside is incorrect), or electronic door entry fails, there will be no refunds or credits available.





FAQ's

What are your hours?


Our office hours are from Monday-Friday 9am-4:30pm. We will respond to all non-emergency inquiries (ie scheduling) at our earliest availability during our office hours. Of course, while your pets are in our care, we will be as available as possible for updates and concerns.
Our hours of operation for doing pet sits and dog walks etc are between 6:30am and 9:30pm.




Will you come at a certain time I request?


We'll ask you for a 3-4 hour window of when you'd like your care provider to come by your house and we'll come by during that window. Due to the nature of the business (depending on traffic & route for each day), we are unable guarantee exact times. However, we welcome you to put in your desired time in your visit request notes and we'll do our best to accomodate. We promise to do our very best to come as close to your preferred time as possible in effort to maintain a consistent schedule for your pet. Sometimes we will come at different times on different days, but we try to keep as close to the same times as possible.




How do Service Requests work?


All schedule requests, changes, & cancellations must be entered into your Client Portal. All requests should be made in your Client Portal by no later than the Thursday prior to the week you'd like the services whenever possible so that we are able to make our staffs’ schedule. (ie if you want a walk Sunday the 9th, let us know by Thursday the 6th). Once we have reviewed your request, you'll receive an email confirming or denying your requests. No request is set in stone until you receieve this confirmation email. We ask that you please try to book your visits as far in advance as possible in attempt to ensure availability. However, last minute bookings are often accepted, and we will do our best to fit you in if possible. Last minute bookings may incur a last minute booking fee of $12 if there is not at least 48 hours notice given.




Who will be my pet sitter/dog walker?


Because our business operates from early mornings to evenings 7 days a week, we do function as a team in order to give our sitters and walkers the rest and time off they need in order to be top quality care providers. This means you will have 2 pet sitters/walkers for your pet so that we can ensure there is a backup for unavailable staff or emergencies for you whenever you need care for your pets.

Rest assured, except in the case of emergencies, we will never send sitters that your dog doesn't know to your house without them tagging along with a staff member your pet knows first.

In addition, we may have more than one sitter/walker at your home at a time, as we do job shadowing for our new team members as well as employee check ins & coaching for even our most seasoned employees, in order to guarantee high quality service for your furry family member.

Also… Who doesn’t want 2 pet sitters for the price of one? 😉




What happens if the sitter need to stay longer due to an unforeseen event?


In the event of unforeseen circumstances that requires your sitter to stay passed the time allotment for visit (ie mess that requires extra time to clean up, thermostat malfunction, pipe bursts, etc).

We will round up to the 45 min discounted rate first ; additional time beyond that will be charged at a rate of $35/per hour.





Possible Fees

Late Booking Policy/Last Minute Booking Fee


We ask that you book your visits as far in advance as possible in attempt to ensure availability. However, last minute bookings are often accepted and we will do our best to fit you in if possible, but we can make no guarantees. Last minute bookings may incur a late booking fee of $12 if there is not at least 48 hours notice given. This fee goes towards time spent contacting sitters for availability & rearranging our schedules.




Do you charge more for Holidays?


The holidays are one of our busiest times as pet sitters. Our staff works hard on their holidays away from their families, so we do charge and additional holiday rate of $15 extra per visit.

Additional Holiday rates apply to:

New Year’s Eve Easter Sunday

New Year’s Day Christmas Eve

Thanksgiving Christmas Day

Labor Day

Memorial Day

Independence Day




What if I forget to leave enough dog food etc?


Please have all supplies we should need (collar with tags, leash, food, separate food & water bowls, medications, paper towels etc) as well as cleaners that you approve of for your home available.

If not provided, we will purchase any pet supplies, food, cleaning supplies etc that we may require to do our job.

Should we need to purchase anything, there will be an associated fee of $35 plus cost of supplies. Paw Love Dog Services will provide a receipt to the pet parent for reimbursal.




Key Policy/Key Fees


We require 2 methods of entry to your home. This is so we have a key for each sitter or one kept in the office safe for the event of emergencies (ie power goes out and cannot access via the garage door or codelock). We highly recommend purchasing a key lockbox (like realtors use) to hide on your property. Several of our clients do this as it helps to cut down on keys exchanging hands, cuts down on fees, & it's great as an emergency backup for you if your travel plans don't go as expected or you happen to lose a key. Here is a link to a lockbox our clients trust. You can also find them at Target & Walmart. *Our Most Popular Option* If you do choose to use a lockbox, please also have 1 spare key ready for us so that we can keep it on file in the office for emergencies (with the other key left in the lockbox). If you do not choose to use a lockbox, we do ask that you have 2 housekeys (or 1 housekey and one door code) available at the time of our meeting so that we have one for each sitter. There are no key charges the first booking key pick up/drop off, however any future bookings/trips that require us to pick up or drop off keys will be a convenience fee of $20 per drop off/pick up for each trip out. If your key is not left in the lockbox (or key inside is incorrect), or electronic door entry fails, there will be no refunds or credits available.
Possible key related fees:

$12 per key that we need to duplicate

$10 to mail key via USPS

$20 Key transfer drop off




Emergency Veterinary Care


In the unfortunate event where your pet requires emergency veterinary care, Paw Love Dog Services will attempt to contact the Client and Emergency Contact prior to obtaining emergency care.
However, by obtaining our services, you agree that Paw Love Dog Services, LLC has the authority to act in the pet’s best interest even if this means seeking medical attention prior to notifying the Client. The Client agrees to reimburse Paw Love Dog Services, LLC any additional fees and/or expenses that have been incurred while tending to emergency or veterinary care within 7 days. Paw Love Dog Services, LLC agrees to provide all receipts for expenses incurred.





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Service Areas in Virginia Beach

 23451              23462              23452

Parts of 23454               Parts of 23453