Thank you for trusting us with the care of your beloved pets. At Pawsome Companions, we believe pets are family and deserve the very best care, attention, and respect. We know how much love and joy they bring into your life, and it’s our mission to ensure they feel just as loved and secure while in our care. Our promise goes beyond the basics of feeding, walking, or sitting—we are here to protect their health, ensure their safety, and bring comfort and happiness into their day. Whether it’s through a playful walk, a gentle cuddle, or simply being a steady presence while you’re away, our team treats every pet as if they were our own. Just as importantly, we want you to feel complete peace of mind, knowing that your companions are in capable and caring hands. The policies outlined below are simply an extension of that promise. They’re not meant to feel formal or distant, but instead to give you clarity and confidence in how we care for your pets. They reflect our values of professionalism, integrity, and compassion, while helping ensure every family we serve experiences fairness, consistency, and open communication. Most of all, these guidelines are here to reassure you that your pets’ well-being and your trust will always come first.

We also recognize that inviting someone into your home and entrusting them with your companions is a deeply personal decision. It’s a responsibility we hold with the utmost respect. Our policies are designed to honor that trust, foster transparency, and make sure you always know what to expect when working with us. Above all, we want every experience with Pawsome Companions to feel seamless, supportive, and worry-free. We are committed to being a reliable resource, a loving caregiver, and a trustworthy partner in your pet’s life. By following our policies, we ensure consistent, dependable service while keeping your pets safe, happy, and cared for just the way they deserve. We’re grateful to be welcomed into your family’s circle of care and honored to be part of your pet’s journey.

Holiday & Peak Demands

PAWsome Companions observes select federal holidays and company-designated peak periods throughout the year. During these times, services may be limited, modified, or unavailable due to increased demand, staffing limitations, travel conditions, or safety concerns. Holiday and peak-demand rates may apply.

Certain holidays—particularly those involving fireworks, large gatherings, or heavy travel—can create elevated stress and safety risks for pets. To prioritize pet welfare, services during these periods may be adjusted at our discretion and may include:

  • Limited scheduling availability
  • Drop-in visits in place of walks
  • Modified visit times
  • Restrictions on outdoor activities

Holiday reservations are not guaranteed and must be approved in advance. We strongly encourage early booking, as availability fills quickly. PAWsome Companions reserves the right to modify, limit, or decline services if weather conditions, staffing limitations, pet behavior, travel restrictions, or safety concerns present an increased risk to pets, staff, property, or the public.

Please review our Holiday & Peak Days page for additional details and applicable holiday dates.

Home Security & Alarm Systems

For the safety and security of your home and pets, clients with a home security or alarm system must notify their alarm company that PAWsome Companions will have authorized access to the property during scheduled services. Clients are required to provide all necessary instructions for alarm operation, including:

  • Alarm activation and deactivation codes
  • Any required passwords or verbal passcodes
  • Written instructions for system operation, if applicable

If you prefer not to share your primary alarm credentials, we strongly recommend creating a temporary guest code specifically for PAWsome Companions during the service period. PAWsome Companions is not responsible for any fees, fines, false alarm charges, security company charges, or law enforcement response fees resulting from:

  • Incorrect or outdated alarm information provided by the client
  • Failure to notify the alarm company of our authorized access
  • Alarm systems that are armed without prior arrangements or proper instructions being provided

Clients are responsible for ensuring that all alarm and security information provided is accurate and functioning properly prior to the start of services.

Non-Solicitation & Scheduling Policy

PAWsome Companions maintains a strict non-solicitation policy to protect the integrity of our business, staff, and client relationships.

While clients are welcome to communicate directly with assigned pet care providers regarding active services, pet updates, emergencies, or care-related matters during business hours or while services are being performed, all scheduling, cancellations, service changes, additions, and booking requests must be made directly through the PAWsome Companions office or approved booking platforms. Clients may contact us through:

  • Phone
  • Text message
  • Email
  • Walkies portal

To ensure proper scheduling, staffing, insurance coverage, and accurate recordkeeping, clients should not contact sitters directly for:

  • Schedule changes
  • Additional visits or services
  • Booking requests
  • Cancellations
  • Payment arrangements

All pet care providers employed or contracted by PAWsome Companions are protected under our non-solicitation agreement. Clients agree not to independently hire, solicit, contract, or attempt to employ any current or former PAWsome Companions team member outside of the company for pet care services during the course of service and for a period of time thereafter as permitted by applicable law. **Violation of this policy may result in immediate termination of services and/or additional fees as outlined in our service agreement.

Cancellations 

At PAWsome Companions, your scheduled services are reserved exclusively for you and your pets. Once a booking is confirmed, we often decline other client requests for that time period. For this reason, all booking deposits are non-refundable as cash but may qualify for a future service credit when proper cancellation notice is provided.

Why Deposits Are Non-Refundable

Booking deposits are reservation fees that secure your scheduled dates and staff availability. Because canceled appointments often cannot be rebooked on short notice, deposits are retained to help offset lost scheduling opportunities and operational costs.

Cancellation Notice Requirements

To qualify for a service credit (not a cash refund), cancellations must be made within the following notice periods:

  • Non-Holiday Services: Minimum of five (5) days’ notice
  • Holiday Services: Minimum of eight (8) days’ notice
  • Overnight or Extended Stay Services: Minimum of fourteen (14) days’ notice

Late Cancellations

  • Cancellations made after the required notice period may result in a charge equal to 50% of the remaining invoice balance after any deposit has been applied.
  • Cancellations made within forty-eight (48) hours of the scheduled service, or after a sitter or walker is already en route, are charged at 100% of the scheduled service total.

Non-Refundable Deposits

Holiday bookings, overnight stays, and other high-demand reservations may require a non-refundable deposit. These deposits apply toward the total service cost but are not eligible for cash refund unless PAWsome Companions cancels the service directly.

Emergencies

We understand emergencies and unexpected situations can occur. If an emergency arises, please contact us as soon as possible. While policies must remain consistent to ensure fairness to all clients, we always approach these situations with compassion and understanding.

Booking Deposit & Payment Policy

A 50% booking deposit is required at the time of scheduling to secure all reservations. The remaining balance must be paid no later than seventy-two (72) hours prior to the start of services. Failure to submit payment by the required deadline may result in delayed, rescheduled, or canceled services until the account is brought current. A $15 late payment fee may be added to overdue invoices. By submitting a deposit and confirming services, clients acknowledge and agree to all payment terms and cancellation policies.

Non-Negotiable Equipment Policy

PAWsome Companions is committed to Fear Free®, force-free, and humane handling practices. To protect pets, staff, and the community, we maintain a strict equipment policy consistent with professional pet-care standards, insurance requirements, and California animal welfare guidelines.

Prohibited Equipment

The following equipment is not permitted under any circumstances:

  • Prong or pinch collars
  • Shock, e-collars, vibration, ultrasonic, or electronic correction devices
  • Choke chains or tightening slip chains
  • Anti-bark collars or spray collars
  • Retractable leashes
  • Slip leads used for correction or tightening pressure
  • Any aversive, punishment-based, or startle-based tool
  • Improvised or non-pet-specific equipment

These items are associated with increased risk of injury, fear responses, stress, and liability exposure.

Required Equipment

Approved equipment includes:

  • Fixed-length leash (4–6 feet recommended)
  • Properly fitted harness (front-clip or back-clip)
  • Flat buckle collar with identification tags
  • Gentle Leader® or properly fitted head halter equipment

All equipment must be secure, properly fitted, and maintained in safe working condition.

Safety & Liability

If safe or appropriate equipment is not provided, PAWsome Companions reserves the right to:

  • Supply compliant equipment at the client’s expense
  • Modify services
  • Decline or terminate services until appropriate equipment is provided

This policy is non-negotiable and applies regardless of client preference, prior training methods, or third-party recommendations.

    Right to Refuse Services

    The health, safety, and welfare of all animals in our care are our highest priorities. PAWsome Companions reserves the right to refuse, suspend, or terminate services at any time if we believe doing so is necessary to protect pets, staff, property, or the public. Services may be declined for reasons including, but not limited to:

    • Unsafe or aggressive animal behavior
    • Unsanitary or hazardous living conditions
    • Evidence of neglect or abuse
    • Unsafe handling equipment or practices
    • Failure to disclose important behavioral or medical information
    • Repeated policy violations

    As mandated reporters under California law, we reserve the right to report suspected abuse, neglect, abandonment, or unsafe living conditions to the appropriate authorities when necessary.

    Pet End-of-Life & Emergency Care Policy

    We understand pets are beloved family members, and their comfort, dignity, and safety remain our priorities at all times. In the event of illness, injury, or medical emergency while a pet is in our care, we will make every reasonable effort to contact the client and designated emergency contacts immediately. If urgent veterinary care is required, we may transport the pet to the client’s preferred veterinarian or the nearest available emergency veterinary hospital.

    In the unfortunate event that a pet passes away while under our care, our team will handle the situation with compassion, dignity, and professionalism. We will make reasonable efforts to contact the client and emergency contacts for instructions regarding aftercare arrangements.

    If the client cannot be reached, PAWsome Companions may make temporary aftercare decisions necessary to protect the pet’s remains, the household environment, or the health and safety of others. Clients are strongly encouraged to provide:

    • A preferred veterinarian
    • Emergency veterinary clinic information
    • At least two emergency contacts
    • Any end-of-life or aftercare preferences

    PAWsome Companions cannot guarantee prevention of illness, medical emergencies, or age-related decline, particularly in elderly pets or pets with pre-existing medical conditions.

    Service Agreements & Client Forms

    Prior to the start of any services, all clients must complete and electronically sign the following required documents:

    • Pet Care Service Agreement
    • Veterinary Release Authorization

    Services—including meet-and-greets—cannot begin until all required documentation has been completed and approved. All service requests must be submitted in advance and are considered officially booked only after confirmation and invoicing by PAWsome Companions.

    No Pet Left Behind Policy

    For safety and emergency preparedness, clients must disclose all animals living in the home, including cats, dogs, birds, reptiles, fish, and small animals—even if they do not require care during scheduled services. This policy helps ensure all animals are accounted for in the event of emergencies, evacuations, accidental escapes, or household incidents.

    Notification of Return Home

    Clients are required to notify PAWsome Companions immediately upon returning home from travel or time away. If confirmation is not received, scheduled visits may continue to ensure pets are not unintentionally left unattended. Additional visits performed due to lack of communication will be billed accordingly.

    If no communication is received within twelve (12) hours of the final scheduled visit, PAWsome Companions may perform a welfare check visit, which will include the standard visit fee plus a $10 travel surcharge.

    Pet Ownership & Authorization

    Clients must have legal authority to authorize care for all pets receiving services. If pets belong to another owner, roommate, guest, or family member, each legal owner may be required to complete separate service agreements and authorization forms prior to services being provided.

    24-Hour Overnight 'Come & Go' Policy

    Our 24-hour 'Come & Go' service provides extended in-home care while allowing sitters to attend to essential personal needs and previously scheduled client responsibilities. During these services, sitters may leave the home periodically during business hours for up to approximately 2–6 hours within a 24-hour period, depending on scheduling needs and the specific service booked. All feeding, medication, potty breaks, exercise, and safety needs will be addressed before temporary departures. Clients are encouraged to discuss any special care requirements or maximum alone-time limitations in advance.

    Accepted Forms of Payment

    We currently accept:

    • Zelle
    • Credit and debit cards
    • Actual cash
    • Apple Pay
    • Venmo
    • Cash App
    • Approved personal checks

    Card-based payment methods processed through Square may incur applicable processing fees. Zelle payments do not incur processing fees and are our preferred payment method.

    New Client Consultations (Meet & Greets)

    All new clients are required to schedule a meet-and-greet consultation prior to booking services.

    Initial Meet & Greet

    • 45–60 minutes
    • $25 consultation fee
    • Fee credited toward first completed service booking

    During the consultation, we will:

    • Review pet routines, care instructions, and behaviors
    • Discuss services, scheduling, and policies
    • Evaluate compatibility and safety needs
    • Answer client questions

    Completion of a meet-and-greet does not guarantee future scheduling availability.

    Additional Meet & Greets

    Additional or refresher meet-and-greets may be scheduled for:

    • New pets
    • Behavioral updates
    • New sitters or walkers
    • Long gaps between services

    Additional meet-and-greets are billed at $20 for 30 minutes and are non-refundable and non-creditable.

    Accessible Parking Policy

    Clients are responsible for providing safe and accessible parking whenever possible. If staff must spend more than five (5) minutes locating parking, a $10 parking delay surcharge may be added. Any parking garage, metered parking, valet, or permit-related costs incurred during services will also be added to the client invoice.

    Minimum Visit Requirements

    To support pet health, safety, exercise, and emotional well-being, we maintain minimum visit requirements:

    • Puppies under 1 year: Minimum of (4) visits daily
    • Adult dogs: Minimum of (2) visits daily, we recommend (3) visits 
    • Cats or small critters left alone for 24 hours or more: Minimum of (1) daily visit

    Additional visits may be recommended depending on age, medical conditions, behavioral concerns, weather, or special care needs.

    Key Handling & Home Access Policy

    Clients must provide all necessary access information before services begin, including:

    • Keys (2 copies)
    • Gate entry codes
    • Front door entry codes
    • Lockbox codes
    • Garage codes
    • Community access instructions

    We strongly recommend the use of lockboxes to reduce risks associated with physical key exchanges. Clients should maintain at least two backup copies of house keys. Unscheduled trips for key pickup, return, lockouts, or access issues may incur a fee ranging from $15–$25 depending on travel distance and time required. PAWsome Companions is not responsible for keys or access devices once returned according to client instructions.

    Respectful Communication Policy

    PAWsome Companions maintains a zero-tolerance policy for abusive, threatening, manipulative, discriminatory, harassing, or disrespectful behavior toward our staff. We reserve the right to immediately decline, suspend, or terminate services if any client, household member, or third party engages in inappropriate conduct toward our team. We are committed to maintaining a safe, respectful, and professional environment for clients, staff, and pets alike.

    Pet Age, Health & Vaccination Requirements

    All pets must meet minimum health and vaccination standards prior to services.

    Minimum Age Requirements

    • Dogs and cats must generally be at least twelve (16) weeks old
    • Puppies and kittens may require additional visits and specialized scheduling

    Vaccination & Health Requirements

    Pets must be:

    • Free from contagious illness
    • Free from untreated fleas, ticks, or parasites
    • Current on age-appropriate vaccinations and preventative care

    Clients are responsible for providing accurate medical, behavioral, and vaccination information. PAWsome Companions reserves the right to decline or modify services for pets that are ill, unsafe, medically unstable, or otherwise unfit for care.

    Medication Administration Policy

    Our staff is experienced in administering medications including pills, liquids, topical medications, and injections. Clients must provide:

    • Clear written medication instructions
    • Properly labeled medications
    • Demonstration of administration techniques when needed

    While we make every reasonable effort to administer medications properly, PAWsome Companions cannot guarantee successful administration in all cases and is not liable for complications, missed doses, side effects, or adverse reactions. If medication administration requires additional time beyond the scheduled visit length, extended visit fees may apply.

    Shared Care Policy

    To ensure consistency, accountability, and safety, PAWsome Companions strongly discourages shared care arrangements involving neighbors, friends, family members, or third-party caregivers during active service periods. We are not responsible for incidents, damages, injuries, or miscommunications resulting from third-party access to the home or pets. Clients choosing shared care arrangements assume full responsibility for coordinating instructions and communication with all parties involved.

    Plant Care Policy

    Basic indoor and outdoor plant watering may be provided according to client instructions. PAWsome Companions is not responsible for plant health issues resulting from pre-existing conditions, seasonal changes, drainage problems, pests, or unclear instructions. Clients should clearly identify plants requiring care.

    Surveillance Camera Policy

    To maintain professional boundaries, safety, and mutual trust, clients must disclose all indoor surveillance devices prior to services.

    Indoor Cameras

    Indoor cameras may not be used to record sitters in private or sleeping areas, including:

    • Bedrooms used by sitters
    • Bathrooms
    • Designated private spaces

    For overnight stays, indoor cameras in sleeping areas will be turned off during sleeping hours. During visits, sitters are authorized to unplug indoor cameras while providing their services and will reconnect them once their tasks are complete. Many sitters feel uneasy when they are constantly monitored by indoor cameras while working. To create a more comfortable environment, sitters can choose to disable these cameras during their shifts. This allows them to focus on their tasks without the distraction of being watched, ultimately leading to a more relaxed and productive atmosphere. It’s important to balance safety and privacy, ensuring that both sitters and families feel secure and at ease in their home environment.

    Audio Recording

    Undisclosed audio recording is prohibited and may violate California privacy laws. Clients may not record private staff conversations without consent.

    Undisclosed Cameras

    Failure to disclose indoor cameras or recording devices may result in immediate termination of services without refund. Outdoor security cameras and doorbell cameras are permitted.

    Social Media Policy

    By using our services, clients grant PAWsome Companions permission to photograph pets and share images on our website, marketing materials, or social media platforms. No personal identifying information, addresses, or sensitive details will be shared. Clients may opt out at any time by submitting a written request.

    Inability to Complete Services

    Clients remain financially responsible for scheduled services if visits cannot be completed due to circumstances including:

    • Inaccessible homes
    • Incorrect entry information
    • Aggressive or unsafe pet behavior
    • Missing pets
    • Last-minute cancellations upon arrival

    Clients are responsible for ensuring all access information remains accurate and up to date.

    Extended Visit Fees

    Additional time beyond the scheduled visit length may incur extended visit fees. Extended care fees may apply in situations including:

    • Cleaning accidents or excessive messes
    • Veterinary visits
    • Escaped pet recovery efforts
    • Complex medication administration
    • Waiting for emergency repair personnel
    • Severe illness or injury care
    • Behavioral challenges delaying departure

    Extended visit charges are billed at $15 per additional thirty (30) minutes or portion thereof.

    Inclement Weather Policy

    Pet safety always comes first. Services may be shortened, modified, rescheduled, or converted to indoor enrichment activities during severe weather conditions, including:

    • Heavy rain or storms (temperatures under 55 degrees)
    • Extreme heat or cold (temperatures under 55 degrees or over 80 degrees)
    • High winds
    • Poor air quality
    • Flooding or unsafe walking conditions

    Walkers and sitters retain sole discretion regarding weather-related safety decisions.

    Veterinarian & Emergency Contact Policy

    Clients must provide:

    • A preferred veterinarian
    • Emergency veterinary clinic information
    • Two to three emergency contacts

    Emergency contacts should be local whenever possible and authorized to make decisions if the client cannot be reached.

    Pet Identification Requirements

    All dogs participating in walks or outings must wear secure identification tags attached to a properly fitted collar or harness. PAWsome Companions reserves the right to decline outdoor services if proper identification or secure walking equipment is not provided.

    Scheduling & Arrival Windows

    Due to traffic, emergencies, weather, and the nature of the pet care industry, exact arrival times cannot be guaranteed. Services are provided within reasonable scheduling windows:

    • Early Morning: 6 AM – 9 AM
    • Morning: 9 AM – 11 AM
    • Midday "A": 11 AM – 2 PM
    • Midday "B": 2 PM – 5 PM
    • Dinner: 5 PM - 7 PM
    • Evening: 7 PM - 9 PM
    • Bedtime: 9 PM - 11 PM

    Clients receive visit notifications and updates through their Walkies Journal app.

    Same-Day Requests

    Same-day bookings are accepted based on availability and may require broader scheduling windows during peak hours.

    Other Visitors & Home Access

    Clients must notify PAWsome Companions in advance if any other individuals will access the home during active service periods, including:

    • Family members
    • Friends
    • Housekeepers
    • Gardeners 
    • Pool services 
    • Contractors
    • Maintenance personnel
    • Neighbors

    This policy supports safety, transparency, and accurate documentation.

    Emergency Pet Guardianship Planning

    Clients are strongly encouraged to designate a trusted local emergency contact or pet guardian capable of assuming temporary pet care responsibilities in the event of illness, travel delays, hospitalization, natural disasters, or other emergencies. Advance planning helps ensure pets continue receiving uninterrupted care and protection during unforeseen circumstances.

    We have provided a ‘Emergency Pet Guardianship’ form for your convenience. You can fill it out as per your preference.

    At PAWsome Companions, professionalism, integrity, and accountability form the unwavering foundation of everything we do. We take immense pride in being active members of nationally recognized and highly respected pet-care organizations, including National Association of Professional Pet Sitters (NAPPS), the Association of Pet Professionals (AoPP), the Pet Professional Guild (PPG), and several other distinguished groups. By strictly adhering to their established codes of ethics, rigorous standards of practice, and ongoing continuing education requirements, we consistently demonstrate our deep and unwavering commitment to humane, fear-free handling methods, safety-first protocols, and ethical business practices. These valued affiliations reflect and reinforce our dedication to consistently delivering dependable, fully insured, and expertly guided care for your cherished pets. We invite you to explore the detailed codes of ethics that we proudly follow below to gain further insight into the standards we uphold every day.