Service Policies & Client Guidelines
To ensure the highest level of safety, dependability, and protection for your pets, property, and our staff, we operate under clear, transparent service policies. These policies are subject to change as we strive to meet the needs of our growing business while providing the best possible care for your pets. Please review our official policies prior to scheduling services.
Client Onboarding & Intake Policy
- Mandatory Meet & Treat Consultation: Prior to confirming any initial service, an in-person intake consultation is required to meet your pets, walk through care routines, verify property access, and check vaccination documentation. Consultations take place at your home or on neutral ground for pets needing open-space introductions. Read more about our meet & treat process.
- Key & Home Access: We collect and test two sets of house keys or verify keypad entry codes during your initial Meet & Treat at no extra charge. Retained keys are stored securely and tagged with anonymous numeric internal codes—never client names or physical addresses.
- Off-Schedule Key Trips: Off-schedule trips requested for key pickup or return outside of scheduled care visits incur a $15.00 travel fee per occurrence.
Reservation, Payment & Booking Cut-Offs
- Official Estimates & Invoicing: All estimates, quotes, and invoices are issued electronically through Wave.
- 50% Confirmation Deposit: All overnight bookings and multiple drop-in care packages require a 50% non-refundable deposit at the time of scheduling to officially reserve and secure your dates on our calendar.
- Remaining Balance Due: The remaining balance is strictly due 48 hours prior to the start of the first scheduled visit.
- Advance Notice Requirements:
- Single Drop-Ins & Dog Walks: Require at least 24 hours advance notice.
- Multiple Drop-In & Overnight Bookings: Require a minimum of 30 days advance notice to lock in calendar availability.
- Boarding & Farm Sitting: Require at least 7 days advance notice.
- Urgent Booking Fee: Bookings requested with less than 48 hours advance notice incur a rush booking fee of +$18.00 for drop-in visits or +$30.00 for overnight, boarding, or farm care.
Cancellation & Refund Policy
- Cancellations 14+ Days Notice: Cancellations provided with 14 or more days advance notice receive a 100% Care Credit valid for 6 months toward any future booking.
- Cancellations Under 7 Days Notice: Cancellations made with less than 7 days notice forfeit the 50% deposit to cover reserved calendar availability.
Health, Vaccination & Medical Care Standards
- Mandatory Rabies Vaccination: Proof of up-to-date Rabies vaccination (official certificate with tag number and expiration date) must be verified on file prior to service. Boarding guests additionally require current DHPP and Bordetella vaccinations plus active flea/tick/heartworm preventative verification.
- Emergency Veterinary Release: Every client must have a signed Veterinary Emergency Authorization on file. In the event of a medical emergency, we will attempt to contact the owner immediately; if uncontactable, we will transport the pet to their primary veterinarian or the nearest emergency clinic. All medical expenses incurred are the owner’s financial responsibility.
- Medication Administration Surcharges: We do not charge add-on fees for routine oral or topical medications. However, clients must book the appropriate care tier to ensure sufficient time for safe administration (e.g., Tier 2 for pills/liquids; Tier 3 or Tier 4 for injections, insulin, or subcutaneous fluids).
- Supply Shortage Fee: If essential pet care supplies (food, litter, prescribed medications) run out during care, a $20.00 supply fee plus the actual cost of purchased supplies will be added to the invoice.
In-Home Dog Boarding Rules & Property Limits
- Strict Home Capacity & Weight Limit: To maintain a calm environment, in-home boarding is strictly capped at one dog up to 50 lbs OR two small dogs from the same household at any one time. (Overnight pet sitting in the client’s home is recommended for dogs over 50 lbs).
- Resident Pets & Socialization: Guest dogs share our home and yard with resident pets and must be thoroughly dog-friendly, fully socialized, and able to interact politely.
- Mandatory Leash Policy: All dogs arriving or departing must be secured on a standard 4-to-6-foot non-retractable leash attached to a flat collar or harness. Retractable flexi-leads are strictly prohibited on the property for safety reasons.
- Crate & Rest Protocol: Guest dogs are rested in a secure crate or private room during away windows (strictly capped at 3 to 4 hours maximum). Guests must be crate-trained or able to settle comfortably indoors.
Safety, Equipment & Behavioral Protocols
- Leash Equipment Standard: For dog walking and outdoor visits, all dogs must be walked on standard 4-to-6-foot non-retractable leashes attached to a secure collar or harness. Retractable leashes are not permitted during walks.
- Behavioral & Spicy Pet Handling: Pets requiring specialized safety prep, resistance management, or advanced behavioral handling incur a +$8.00 behavioral modifier per visit.
- Mandatory Trial Visits: Short 15- to 30-minute pre-stay trial visits are required prior to extended departures for reactive/anxious pets, long-duration travel packages, or overnight care to ensure compatibility and pet comfort.
- Severe Weather Adjustments: During extreme weather (severe heat, blizzards, high wind, or thunderstorms), outdoor leash walking is safely shortened to outdoor potty relief combined with indoor enrichment and play. On farm properties, essential feeding, hydration, waterer checks, and shelter safety are prioritized.
Daily Visit Windows & Client Updates
- Standard Visit Schedules: Morning (7:00–9:00 AM), Midday (12:00–2:00 PM), Evening (5:00–7:00 PM), and Late Tuck-In (8:30–9:30 PM).
- Mandatory Photo Update Delivery Windows: Daily report updates and photos are delivered in structured batches: Morning updates (9:30–10:30 AM), Midday updates (2:30–3:30 PM), Evening updates (7:30–8:30 PM), and Overnight consolidated reports (by 9:00 AM).
Holiday & Peak Season Policies
- Standard Holiday Surcharge: A surcharge of +$15.00 per visit (Drop-in/Walk) or +$25.00 per night (Overnight/Farm/Boarding) applies on official observed holidays.
- Peak Holiday Surcharge: An additional +$18.00 per night applies during peak holiday travel periods (Thanksgiving, Christmas, and New Year’s).
Referral Program
- Client Care Credits: Receive a $20.00 Care Credit toward your next invoice for every new paying client you refer to Nettie’s Paws Pet Services!