Thank you for trusting PAWsome Companions with the care of your pets and home.
Inviting a professional caregiver into your home and placing your pets in their care is an important responsibility, and we do not take that trust lightly. Our policies are designed to create clear expectations, support your pets’ physical and emotional well-being, protect your home, promote safe working conditions for our team, and provide every client with dependable and consistent service.
Our approach is built around compassion, professionalism, communication, accountability, and respect for each animal as an individual.
By requesting or booking services with PAWsome Companions, clients agree to follow the policies applicable to their reservation and acknowledge that certain services may also be governed by a Client Service Agreement, care plan, invoice terms, or other written service-specific requirements.
OFFICE HOURS & COMMUNICATION
Our office hours are 7:00 AM–7:00 PM, seven days a week, including holidays.
For routine scheduling questions, account matters, quote requests, and other non-emergency communications, we strive to respond within one business day.
When your pets are actively in our care, time-sensitive service concerns may be communicated to our team during the applicable service period.
PAWsome Companions is not an emergency veterinary provider. If your pet is experiencing a veterinary emergency while you are home, please contact your veterinarian or the nearest emergency veterinary hospital immediately.
SCHEDULING & RESERVATIONS
Services are provided based on caregiver availability, service area, requested dates, the needs of the pets involved, and our ability to safely perform the requested care.
Submitting a request does not guarantee availability.
New clients must complete our required consultation and care-assessment process and provide accurate information regarding their pets, household, emergency contacts, veterinary providers, access instructions, routines, medications, behavior, and other relevant care requirements before services begin.
Reservations are not considered confirmed until approved by PAWsome Companions and all applicable booking requirements have been completed.
Detailed information regarding deposits, final payments, cancellations, service credits, and our No Cash Refunds Policy is available on our Bookings & Payments page.
Holiday and peak-period reservations may be subject to additional scheduling requirements and fees outlined on our Holiday & Peak Days page.
SERVICE ARRIVAL WINDOWS
Pet Sitting and Drop-In Visits are scheduled within designated arrival windows rather than exact appointment times.
Arrival windows allow our caregivers the flexibility necessary to safely accommodate traffic, travel time, weather conditions, emergencies, unexpected pet-care needs, and changes elsewhere on the daily service route.
Clients may select their preferred arrival window based on their pet’s normal routine, and we will make every reasonable effort to perform the visit within that window.
Exact arrival times cannot be guaranteed unless a specific time-sensitive arrangement has been approved by PAWsome Companions in advance.
Pets requiring medically necessary or otherwise time-sensitive care must have those requirements disclosed before booking so we can determine whether we can safely accommodate the schedule.
Current arrival windows are listed on our Pet Sitting & Drop-In Visits page.
HOME ACCESS & SECURITY
Clients are responsible for providing safe, dependable, and functional access to their home throughout the entire service period.
Access information must be tested and confirmed before services begin, including:
• Keys
• Lockboxes
• Door or gate codes
• Smart locks
• Alarm instructions
• Building-access procedures
• Parking or entry requirements
A secure lockbox is our preferred access method, and a physical backup key may be required when appropriate to help prevent interrupted pet care in the event of an electronic lock, battery, internet, or access-system failure.
If a caregiver cannot enter the property because of incorrect instructions, malfunctioning equipment, missing keys, changed codes, locked interior doors, security-system problems, or another client-controlled access issue, the scheduled visit may still be charged in full.
Additional trips required to resolve access problems may result in additional fees.
Clients must notify PAWsome Companions immediately if access instructions change.
CLIENT RETURN-HOME NOTIFICATION
Clients must notify PAWsome Companions when they have safely returned home following travel-based pet care.
This confirmation is important because it tells our team that responsibility for the pets has returned to the client.
If we are unable to confirm that a client has returned and have reasonable concern for a pet’s welfare, we may attempt to contact the client and emergency contacts and, when appropriate, perform an additional welfare-check visit.
Any additional service required for the pet’s safety may be billed according to the applicable service and return-notification policy.
NO PET LEFT BEHIND — DISCLOSURE OF ALL ANIMALS
Every animal residing in or routinely present at the property must be disclosed before services begin.
This includes animals for whom the client does not believe direct care will be required.
We call this our No Pet Left Behind Policy because knowing exactly which animals are present allows our caregivers to safely enter and exit the property, recognize an emergency, prevent accidental escapes, and appropriately account for every animal in the home.
Failure to disclose an animal may result in additional charges, modification of the care plan, or suspension or termination of service when safety or workload is affected.
MINIMUM PET-CARE REQUIREMENTS
PAWsome Companions establishes minimum visit-frequency requirements to protect the health, comfort, and welfare of pets entrusted to our care.
Unless another care plan is approved:
Adult Dogs Over One Year
Require a minimum of two visits per day while their owners are away. Three visits per day are strongly recommended for most dogs.
Puppies Under One Year
Generally require a minimum of four visits per day, depending on age, feeding schedule, potty-training needs, supervision requirements, and individual circumstances.
Cats
Require a minimum of one visit every calendar day while their owners are away.
Kittens, Senior Pets & Pets With Medical Needs
May require longer or more frequent visits depending on their individual condition and care requirements.
Small Companion Animals
Generally require at least one daily visit unless another arrangement is specifically approved.
PAWsome Companions reserves the right to require a more appropriate care schedule when we reasonably believe the requested frequency would not adequately protect the pet’s health, safety, or welfare.
We will not knowingly accept a care schedule that requires an animal to be left without appropriate care for an unreasonable period merely to reduce the cost of a reservation.
PET HEALTH, VACCINATIONS & MEDICAL DISCLOSURE
Clients must disclose all known information that could reasonably affect the safe care of their pets, including:
• Medical diagnoses or health concerns
• Recent illness or injury
• Recent surgery or hospitalization
• Mobility limitations
• Seizure history
• Allergies
• Medications and supplements
• Feeding restrictions
• Contagious or potentially contagious illness
• Veterinary restrictions
• Behavioral concerns affecting medical care
• Changes in appetite, elimination, mobility, or behavior
Pets participating in applicable walks, outings, hikes, transportation, group activities, or other higher-exposure services may be required to meet vaccination requirements appropriate to the service.
These may include Rabies, DHPP, Canine Influenza, FVRCP, or other veterinarian-recommended protection depending on the pet and requested service.
Veterinary exemptions or special medical circumstances should be disclosed before booking.
Pets with a known or suspected contagious illness may be declined, isolated from certain services, or require a modified care arrangement when necessary to protect other animals and our team.
MEDICATION & SPECIALTY CARE
PAWsome Companions may provide approved medication assistance and veterinarian-directed supportive care when the requested task falls within our professional scope and can be performed safely.
Clients must provide:
• Complete written instructions
• Correct medication and dosage information
• Appropriate supplies
• Current veterinary information
• Any required storage instructions
• Known handling or behavioral concerns
Medication administration cannot be guaranteed when a pet refuses treatment, becomes excessively distressed, becomes aggressive, hides or cannot safely be accessed, or when continuing the procedure would create an unreasonable safety risk.
We do not diagnose illnesses, prescribe medication, alter veterinary treatment plans, or replace veterinary care.
If a treatment cannot be safely completed, we will notify the client and recommend contacting the pet’s veterinarian when appropriate.
EMERGENCY & VETERINARY CARE AUTHORIZATION
If a pet becomes ill, injured, distressed, or otherwise requires urgent attention while in our care, PAWsome Companions may take reasonable action necessary to protect the pet’s health and safety.
This may include contacting:
• The client
• The client’s emergency contact
• The pet’s regular veterinarian
• An emergency veterinary hospital
• Animal control or emergency responders when circumstances require
When immediate treatment is reasonably necessary and the owner cannot be reached, PAWsome Companions may seek veterinary evaluation or treatment consistent with the emergency authorization provided by the client.
We will make reasonable efforts to contact the owner or designated emergency contact whenever circumstances allow.
Unless otherwise required by law or expressly agreed in writing, the client remains responsible for veterinary expenses, prescriptions, treatment, emergency transportation, and aftercare expenses incurred on behalf of their pet.
PET HANDLING & EQUIPMENT SAFETY
Safe, properly fitted equipment is required whenever a pet is handled outside the home.
We do not use aversive equipment that conflicts with our safety and low-stress handling standards, including:
• Prong or pinch collars
• Choke chains
• Electronic shock collars
• Retractable leashes during professional walks
Dogs should have properly fitted collars or harnesses appropriate for their size, behavior, and activity.
Identification tags and current contact information are strongly encouraged.
If client-provided equipment is damaged, improperly fitted, unreliable, or otherwise unsafe, PAWsome Companions may substitute approved equipment when available, modify the activity, or decline the outdoor portion of the service.
Our caregivers may also use professional safety equipment when appropriate during outdoor handling.
FEAR FREE & LOW-STRESS HANDLING
Our care philosophy prioritizes humane, compassionate, and low-stress handling.
We do not force unnecessary physical interaction when a pet demonstrates significant fear, stress, defensive behavior, or discomfort.
Whenever possible, caregivers will:
• Respect the pet’s body language and boundaries
• Allow appropriate adjustment time
• Use positive reinforcement
• Reduce avoidable triggers
• Modify handling techniques
• Communicate changes in behavior to the client
A requested task may be modified or discontinued when forcing completion would create unreasonable fear, distress, or risk of injury.
OUTDOOR ACTIVITIES & ENVIRONMENTAL RISKS
Outdoor pet-care activities inherently involve environmental variables that cannot be completely eliminated.
Potential risks may include:
• Other animals
• Wildlife
• Insects and parasites
• Uneven terrain
• Traffic
• Construction
• Broken glass or debris
• Foxtails and vegetation
• Extreme temperatures
• Poor air quality
• Weather changes
• Unpredictable activity by members of the public
Our caregivers use reasonable professional judgment and safety precautions but may modify a route, shorten an outing, return home early, or discontinue an outdoor activity when conditions become unsafe.
EXTREME WEATHER & AIR QUALITY
The safety of pets and caregivers takes priority over completing a walk or outdoor activity exactly as originally planned.
Services may be shortened, modified, delayed when operationally possible, rerouted, or replaced with indoor enrichment because of:
• Excessive heat
• Unsafe pavement temperatures
• Severe cold
• Rain or storms
• Lightning
• High winds
• Wildfire conditions
• Smoke
• Poor air quality
• Flooding
• Other hazardous environmental conditions
When an outdoor activity cannot safely be completed, caregivers will provide an appropriate alternative within the reserved service time whenever reasonably possible.
TRANSPORTATION & OFF-PROPERTY ACTIVITIES
Pets may be transported only when transportation has been authorized as part of the approved service or when reasonably necessary during an emergency.
Transportation may include veterinary appointments, grooming appointments, daycare or boarding transport, pet taxi services, hikes, excursions, approved outings, or other pet-related destinations.
Clients acknowledge that transportation and off-property activities involve ordinary risks associated with vehicle travel, public environments, weather, other animals, and third parties.
PAWsome Companions will use reasonable precautions appropriate to the pet, vehicle, destination, and service.
PRIVACY, PHOTOGRAPHY & SURVEILLANCE
We respect the privacy of our clients and their homes.
Client information is used for legitimate business and pet-care purposes and will not be sold to advertisers. Information may be disclosed when necessary to provide services, respond to an emergency, process business operations, work with insurers or professional advisers, or comply with applicable law.
Pet Photos & Videos
Our caregivers may take photographs or short videos of pets during services for visit reports, care documentation, and client updates.
Unless the client has opted out, selected pet photographs may also be used for PAWsome Companions’ website, social media, or promotional materials.
Clients may withdraw permission for promotional use by notifying us in writing.
Cameras & Recording Devices
Clients must respect caregiver privacy when using indoor cameras, microphones, smart-home devices, or other monitoring equipment.
Cameras or recording devices may not be placed in bathrooms, designated sleeping areas, changing areas, or other locations where a caregiver has a reasonable expectation of personal privacy.
Surveillance requirements for overnight care may differ from those for routine drop-in services, and cameras in areas used by caregivers for sleeping or personal privacy must be disabled or repositioned as required.
Audio recording or monitoring must comply with applicable California privacy and recording laws. Devices capable of recording confidential communications must not be used in a manner that violates legally required consent or disclosure requirements.
Hidden surveillance discovered in an area where a caregiver reasonably expects privacy may result in immediate suspension or termination of service.
SHARED CARE & THIRD-PARTY ACCESS
PAWsome Companions must be informed before services begin if another person will enter the property or participate in the pets’ care during our service period.
This may include:
• Family members
• Friends or neighbors
• Housekeepers
• Contractors
• Other pet sitters or dog walkers
• Maintenance personnel
• Overnight guests
Shared-care arrangements create additional risks because PAWsome Companions cannot control another person’s actions.
We cannot accept responsibility for circumstances caused by third parties, including altered feeding schedules, missed medication, open or unlocked doors, escaped pets, property damage, changes to supplies, or failure to follow the approved care plan.
PAWsome Companions may decline a shared-care arrangement when it creates an unreasonable safety, accountability, or liability concern.
SAFE & SANITARY HOME ENVIRONMENT
Clients are responsible for maintaining conditions that allow our caregivers to safely perform their work.
Services may be modified, suspended, or terminated when the property contains conditions such as:
• Significant biohazards
• Human or animal waste beyond the reasonable scope of pet care
• Severe sanitation problems
• Pest or insect infestations
• Unsafe structural conditions
• Exposed electrical hazards
• Inaccessible utilities necessary for pet care
• Illegal activity
• Threatening individuals
• Dangerous animals
• Weapons left unsecured in work areas
• Environmental conditions presenting a significant health or safety risk
When circumstances permit, we will communicate the concern and allow the client an opportunity to correct it before future services.
Immediate suspension may occur when continued entry presents a serious risk.
CLIENT RESPONSIBILITY FOR ACCURATE INFORMATION
Safe pet care depends upon accurate and complete information.
Clients are responsible for informing PAWsome Companions of material changes involving:
• Health
• Medications
• Behavior
• Aggression or bite history
• Escape tendencies
• Feeding requirements
• Household access
• Emergency contacts
• Veterinary information
• Property conditions
• Other individuals entering the home
A caregiver should never be expected to discover an important health, behavior, or safety issue for the first time during an active reservation when the client was already aware of it.
Withholding or materially misrepresenting relevant information may result in modification, suspension, or termination of service.
RESPECTFUL CLIENT & STAFF CONDUCT
PAWsome Companions is committed to maintaining professional and respectful relationships with our clients, employees, caregivers, vendors, and community partners.
We expect communication to remain civil and appropriate.
Harassment, threats, intimidation, discrimination, abusive behavior, sexual harassment, deliberate humiliation, or conduct that causes a team member to reasonably fear for their safety will not be tolerated.
Serious conduct violations may result in immediate termination of the client relationship.
SERVICE MODIFICATION, REFUSAL & TERMINATION
PAWsome Companions reserves the right to modify, decline, suspend, or terminate a service when reasonably necessary because of:
• A significant pet or caregiver safety risk
• Undisclosed aggression or behavior concerns
• Inaccurate or withheld information
• Unsafe equipment
• Dangerous household conditions
• Repeated access failures
• Nonpayment
• Repeated policy violations
• Harassment, threats, or abusive conduct
• A requested service exceeding our professional scope
• Conditions preventing humane or responsible pet care
When reasonably possible, we will explain the concern and discuss available alternatives.
Charges, credits, or unused service balances resulting from termination are handled according to the applicable Bookings & Payments Policy, Client Service Agreement, and governing law.
INSURANCE & RESPONSIBILITY
PAWsome Companions maintains applicable business insurance and bonding for covered professional services.
Pet care nevertheless involves living animals whose behavior, health, and reactions cannot always be predicted or controlled.
Clients remain responsible, to the extent permitted by law and the applicable Client Service Agreement, for losses or claims resulting from circumstances such as:
• Their pet’s undisclosed behavior or condition
• Inaccurate or incomplete care information
• Unsafe client-provided equipment
• Unsafe property conditions
• Actions of third parties
• Client instructions that create an undisclosed risk
Nothing in these website policies is intended to waive or restrict any right, duty, liability, or remedy that cannot legally be waived or restricted.
Detailed risk allocation, emergency authorization, insurance-related provisions, and contractual obligations are contained in the applicable Client Service Agreement.
Exceptional pet care requires more than completing a checklist.
It requires integrity, compassion, sound judgment, accountability, respect, and professionalism in every interaction.
Compassionate Care
We treat every animal as an individual and provide care appropriate to their personality, physical abilities, emotional comfort, routine, and needs.
Safety First
Pet and caregiver safety guide our decisions. When an activity cannot be performed safely or humanely, we modify the activity rather than unnecessarily placing a pet or person at risk.
Honest Communication
We provide truthful updates, communicate concerns promptly, and do not intentionally conceal mistakes, incidents, or meaningful changes in a pet’s condition.
Respect for Client Homes
We treat client property, privacy, belongings, access information, and personal information with professionalism and discretion.
Reliability
We honor the commitments we make and take reasonable steps to ensure dependable coverage, communication, and continuity of care.
Accountability
We take responsibility for our professional actions, review concerns objectively, document important events, and continually work to improve the quality and safety of our services.
Humane Handling
We prioritize compassionate, low-stress care and do not use unnecessary force, intimidation, or punishment.
Professional Boundaries
Caregivers are expected to maintain appropriate professional relationships with clients, coworkers, pets, and members of the public.
Confidentiality
Information learned through our professional relationship is treated with discretion and used only for legitimate business, pet-care, safety, emergency, or legal purposes.
Continuing Professional Development
We value ongoing education, industry best practices, professional certifications, and continuing development so our team can provide increasingly knowledgeable and responsible care.
Integrity in every interaction.
Compassion in every visit.
Safety in every decision.
Accountability in every promise.
These principles guide how PAWsome Companions cares for pets, protects client trust, supports our team, and represents our profession.
In addition to our internal policies and Code of Conduct, PAWsome Companions supports recognized professional standards and ethical principles established by the pet-care organizations, certification programs, and professional associations with which we participate.
These standards reinforce our commitment to humane care, continuing education, responsible business practices, professional accountability, client confidentiality, and ethical treatment of animals.
Our professional affiliations are intended to strengthen—not replace—our own responsibility to provide safe, dependable, compassionate, and trustworthy care.
By booking services with PAWsome Companions, clients acknowledge that they are responsible for reviewing and complying with the policies applicable to their reservation.
These website policies should be read together with the applicable:
• Client Service Agreement
• Bookings & Payments Policy
• Holiday & Peak Days Policy
• Service-specific requirements
• Approved care plan
• Invoice or reservation terms
PAWsome Companions may update its website policies periodically as services, professional standards, safety procedures, business practices, or legal requirements change.
For a confirmed reservation, any signed Client Service Agreement and the terms incorporated into that reservation govern in the event of a conflict, except where applicable law requires otherwise.
If you have questions about a policy or are unsure whether a requirement applies to your pets, please contact us before booking.
Clear expectations allow us to focus on what matters most:
Safe pets. Comfortable homes. Dependable care. Peace of mind.
