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Policies & Procedures


everything you need to know about everything

01

New Clients Sign-Up Process & Info

New Client Sign Up Process

Before any services may begin, we first need to set you up with an account in our client portal. We will email you an invite to our online system where you will need to fill out a profile with detailed information on your pet(s) and home. We rely heavily on this information when first getting to know your pet(s), so you must be as detailed as possible. It is MANDATORY to have this completely filled out BEFORE we schedule your in-home consultation, no exceptions. We will Re-Schedule the consultation if the Profile is not filled out thoroughly.

Next, we schedule an in-home consultation with your Pet Care Professionals. We call this the “Meet & Greet.” This usually takes between 30 to 45 minutes. It is very important that we meet you and your pet(s) prior so your pet(s) are familiar and comfortable with us before we enter your home. During this meeting we will go over all the information in your profiles and see where everything we need is located. We will also confirm your services and schedule and collect the keys (or what we need to access the home). If you wish to pay for your first service with cash or check, it will need to be collected at this time. Otherwise, all payments are done before service starts.

We will also have you sign a Vet Release Form at this meeting. Which allows us to legally approve emergency veterinarian services, in the event that your pet becomes severely ill, injured, or otherwise unresponsive and you or your Emergency Contacts are unable to be reached. NOTE: We will ALWAYS make every attempt to reach you or your Emergency Contact in a worst case scenario and you have the option to put a monetary limit on the Emergency Vet Form.

**Required to have on file is your Vet Information & an Emergency Contact. Client & Pet Profiles must be kept up to date and the portal prompts you every 3 months to confirm information is still the same.

Meeting your Pet Care Professionals

During the Meet & Greet you will meet your Pet Care Professional. The #1 reason being that in the event of injury, illness or emergency of your scheduled Pet Care Professional, there is always someone available to step in and care for your pet. This also allows us great flexibility in our schedule to care for your pet(s) at all times throughout the year. And often allows for us to take on last minute requests & schedule changes. We all work together as a team to provide the best in Pet Care for all of our clients.

During high service times of year, such as Holidays or heavy travel times, we may have another Pet Care Professional step in to care for your pet. However, you will always be notified in advance and given the option to meet them in person before they provide services.

02

Scheduling & Reservations

Scheduling & Reservations

ALL Reservations & Requests PERFER to be done via the online scheduler in the client portal. We will CAN accept schedule requests or changes via email, phone call, or text. It must be requested by the client through the client portal. If you’d like to call, email, or text to ask about a request in advance, that is fine. You will receive an email confirmation letting you know the visits are scheduled and confirmed along with your invoice.

To access the Client Portal click “Client Portal” in the top menu of this website. New Clients will need contact us via phone or email first and we will send you an invite to the client portal to create your account.

Office Hours: Monday – Friday from 9am-6pm & Saturday from 10am – 2pm. All requests will be handled within this time frame. Exceptions are: Clients who have services that are in progress. You will be assisted immediately. Any and ALL Emergencies are also handled immediately 24/7. Please contact management via phone call or text ASAP if you are having an emergency.

*PLEASE NOTE – it is best to book in advance as the Holidays and Summer months fill up fast. Once the schedule is full to capacity we can not accept Last Minute reservations. Often, major Holidays are booked to capacity 2+ weeks in advance.

Last Minute Scheduling & Reservations – Less than 24hrs in Advance

The Client Portal blocks requests made less than 24 hours in advance so you will need to contact the office via email, phone call or text to request services. These will be tended to ASAP and will be charged a Last Minute Surcharge.  We do not guarantee availability for Last Minute requests or schedule changes, however, we will do everything in our power to accommodate you.

NEW CLIENTS LAST MINUTE – We are happy to accept new clients on a last minute basis. However, please be aware, we still need to do a “Meet & Greet” and get you set up in our client portal. We kindly request that you give us at the very least a 72hr notice to make sure we have the availability to schedule the “Meet & Greet” and your services. This will give us a better chance at being able to adjust our schedule to accommodate you. Either way, we can not guarantee any availability for any last minute request.

PLEASE NOTE: We will not enter a home where we have not formerly met the pet. NO EXCEPTIONS.

03

Weekly Dog Walking Policies & Procedures

Scheduling & Reservations

ALL Reservations & Requests PREFER to be done via the online scheduler in the client portal. We will CAN accept schedule requests or changes via email, phone call, or text. It must be requested by the client through the client portal. If you’d like to call, email, or text to ask about a request in advance, that is fine. Requests are approved and confirmed via the software within 24 hours. You will receive an email confirmation letting you know the visits are scheduled and confirmed along with your invoice.

If you have any issues with scheduling via the client portal, please contact the office via email, phone call, or text so that we can assist you.

To access the Client Portal click “Client Portal” in the top menu of this website. New Clients will need contact us via phone or email first and we will send you an invite to the client portal to create your account.

Office Hours: Monday – Friday from 9am-6pm & Saturday from 10am – 2pm. All requests will be handled within this time frame. Exceptions are: Clients who have services that are in progress. You will be assisted immediately. Any and ALL Emergencies are also handled immediately 24/7. Please contact management via phone call or text ASAP if you are having an emergency.

*PLEASE NOTE – it is best to book in advance as the Holidays and Summer months fill up fast. Once the schedule is full to capacity we can not accept Last Minute reservations. Often, major Holidays are booked to capacity 2+ weeks in advance.

Payments

**Check, Cash, Zelle, Or Paypal. Full payment are to made when the service starts, any invoices that may has additional surcharge, service, etc not paid by the 3rd day after the due date will be assessed a late fee of $10 per day until the week ends. Once that week ends, all services will be halted until payment is caught up. There will be no “running tabs.”

***Returned checks are subject to an additional $35 charge. Non-payment for ANY Services rendered will be sent to collections after 10-days of no contact.

Cancellations & Credits

ALL Cancellations PERFER to be done via the Client Portal. We CAN accept cancellations via text, email, or phone call. All Cancellations via Client Portal immediately notify both Management and the scheduled Pet Care Professional. If you have any issues with putting in a cancellation via the Client Portal, please contact the office immediately for assistance via phone call, text, or email.

CANCELLATION POLICY:
Please double-check your appointments before booking.
• 7 Calendar days or less prior to commencement of contract: No credit given. All deposit in its entirety shall be forfeited.
• 7-14 Calendar days prior to commencement of contract: 50% of Deposit received shall be forfeited. The remaining 50% shall serve as “credit” towards future contract. **
• 15 Calendar days or longer prior to commencement of contract: 50% of deposit received shall be refunded & the remaining 50% shall serve as “credit” towards future contract. **
• 60 Calendar days or Longer prior to commencement of contract: 100% Deposit to be refunded without penalty.
• Cancellation for contracts over a National “Holiday” (Thanksgiving, Christmas Eve, Christmas day, new year eve & new year): 60 Calendar days or less: 100% of deposit received shall be forfeited. Over 60 calendar days shall be governed by the regular cancellation policy.
• ** Issued Credit towards future contracts must be redeemed within 6 months from commencement date of original contract, or it shall be forfeited in its entirety.

**Dog Walking** To receive credit for a cancellation during the week -It must be requested by 6pm (end of office hours) of the day prior. Examples: You must cancel your Tuesday walk ON Monday by 6pm to receive a full credit for your Canceled Tuesday walk. If you cancel Tuesday’s walk after 6pm Monday, it will not be processed until the next morning, and you will receive no credit. If you cancel Tuesdays walk on Tuesday, it will also receive no credit.

Credits are limited to 1x cancellation per week. Due to the highly discounted rate for weekly walks, Cancellations made outside of these policies receive no credit. Credits are automatically applied to the following weeks invoice unless otherwise requested. Credits can be applied towards any service, but you must notify the office immediately if you wish to apply it towards another service. Any unused credits for Weekly Walks expire in 90 days.

04

Pet Sitting Policies & Procedures

Scheduling

All Requests for Services to be booked using the online client portal scheduler. We will CAN accept requests made via phone call, text, or email. You also may contact us via these methods in advance to discuss your requests.

We ask that you put in your requests as far in advance as possible as we take requests on a first come, first serve basis. All requests are processed within Office Hours. Once your requests are processed, you will be sent a confirmation email along with your Invoice. If there are any issues with your request, you will be notified immediately. Once your services are scheduled & confirmed, we decline other requests that would conflict. Because of that, there are no exceptions to our payment or cancellation policies.

***PLEASE NOTE – When you arrive home, you will need to let us know immediately. If you don’t, we will attempt to contact you to confirm you’ve returned and have resumed care for your pet(s). If we are unable to reach you, we will continue to visit your pet. Any additional visits will be billed. You may contact us to let us know you returned safely via email or message in the Client Portal, Phone Call, or Text.

Payments

**Check, Cash, Zelle, Or Paypal. Full payment are to made when the service starts, any invoices that may has additional surcharge, service, etc not paid by the 3rd day after the due date will be assessed a late fee of $10 per day until the week ends. Once that week ends, all services will be halted until payment is caught up. There will be no “running tabs.”

***Returned checks are subject to an additional $35 charge. Non-payment for ANY Services rendered will be sent to collections after 10-days of no contact.

Extending Your Trip

Extending your trip is considered as a Last Minute Requests and subject to the same surcharges. We understand emergencies come up and opportunities arise. We will try to accommodate you the best we can, however we can not guarantee availability for any type of Last Minute request. Please make sure you have an Emergency Contact listed in your Client Profile that would be able to step in to care for your pets in an emergency. If you think extending your trip is a possibility before you leave, let us know! If we can plan ahead to accommodate you, we will.

If your trip is extended and additional services are booked, they will be invoiced. Invoices will be sent immediately and payments must be made within 2 days of your return. Non-payment for extended trips will result in a late fee of $10 per day up to 10 days.

Cancellations & Credits

ALL Cancellations PERFER to be done via the Client Portal. We CAN accept cancellations via text, email, or phone call. All Cancellations via Client Portal immediately notify both Management and the scheduled Pet Care Professional. If you have any issues with putting in a cancellation via the Client Portal, please contact the office immediately for assistance via phone call, text, or email.

CANCELLATION POLICY:
Please double-check your appointments before booking.
• 7 Calendar days or less prior to commencement of contract: No credit given. All deposit in its entirety shall be forfeited.
• 7-14 Calendar days prior to commencement of contract: 50% of Deposit received shall be forfeited. The remaining 50% shall serve as “credit” towards future contract. **
• 15 Calendar days or longer prior to commencement of contract: 50% of deposit received shall be refunded & the remaining 50% shall serve as “credit” towards future contract. **
• 60 Calendar days or Longer prior to commencement of contract: 100% Deposit to be refunded without penalty.
• Cancellation for contracts over a National “Holiday” (Thanksgiving, Christmas Eve, Christmas day, new year eve & new year): 60 Calendar days or less: 100% of deposit received shall be forfeited. Over 60 calendar days shall be governed by the regular cancellation policy.
• ** Issued Credit towards future contracts must be redeemed within 6 months from commencement date of original contract, or it shall be forfeited in its entirety.

**Dog Walking** To receive credit for a cancellation during the week -It must be requested by 6pm (end of office hours) of the day prior. Examples: You must cancel your Tuesday walk ON Monday by 6pm to receive a full credit for your Canceled Tuesday walk. If you cancel Tuesday’s walk after 6pm Monday, it will not be processed until the next morning, and you will receive no credit. If you cancel Tuesdays walk on Tuesday, it will also receive no credit.

Credits are limited to 1x cancellation per week. Due to the highly discounted rate for weekly walks, Cancellations made outside of these policies receive no credit. Credits are automatically applied to the following weeks invoice unless otherwise requested. Credits can be applied towards any service, but you must notify the office immediately if you wish to apply it towards another service. Any unused credits for Weekly Walks expire in 90 days.

Early Return

If you decide to return early from a trip and cancel services, no credits will be issued. All payments are final on the day that services begin.

Minimum Service Requirements

Can you come every other day for my pet? For safety reasons, we do not accept this type of scheduling for any animal. All service must be scheduled for at least 1x/day for Cats, Birds, and other small mammals, and 3x /day for dogs. This must be done in consecutive days, from your departure and arrival dates. This way if your pet gets stuck, becomes ill, your heating/cooling/air system breaks, or any other myriad of issues that can arise, Tampa Pet Sitters can come to your pet’s rescue in time.

The only exception we are willing to make is for dogs with doggy doors. We will accept twice a day visits only. However, you must sign a waiver releasing us from any liability resulting from its use before services begin.

Household & Pet Supplies

We prefer that our clients leave enough pet & household supplies (i.e. food, litter, treats, medicine, cleaning supplies, ect.) for the entirety of their trip. However, we don’t mind “running to the store” if you don’t mind the additional charge for cost, time, and mileage or MTA Fees. The most common supplies we request you leave out are: Food & Food/Water Bowls, Treats, Litter, Medications & Supplements, Leashes /Collars/Harness & ID Tags, Toys, Towels and/or Wipes for dirty feet & rainy days, Cleaning Supplies(please advise which products you prefer for what areas) such as cleaning sprays, paper towels, garbage bags, and a broom/vacuum/mop. Locations for these items will be discussed during the Meet & Greet.

**If you change the location of supplies, please update your Client Portal Profiles. Hidden leashes, insufficient litter, pet food, or even lack of paper towels create a hardship and waste of time. Supplies should always be easily accessible.

Before You Leave -

While we have instructions in our Client Portal from an original consultation, things may have changed slightly from a previous visit. Please review your Client Portal Profiles before you leave and make any necessary adjustments or changes. Written notes are great, but are only viewed by the scheduled Pet Care Professional visiting the home. Management and the other Pet Care Professionals assigned to your account also need to be aware should anything change.

Also, please advise us if there is alarm code or key changes before you leave. Make sure we have up-to-date Emergency Contact info and Vet info. Please leave food, medications, special treats, or other pet care & cleaning products where we can easily see them or make sure their location is noted in the profile. And don’t forget towels or wipes for those wet doggy feet! It is Florida!

05

Surcharge Policies

Weekend Surcharge

$3 per visit – applied to All Services, including Sleepover Stays, scheduled on Friday(After 6pm), Saturday(24hrs) or Sunday(24hrs)

Holiday Surcharge

$15 per visit – applied to All Services, except Sleepover Stays, on Holidays & Holiday Weekends starting Friday after 6pm (Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas, New Years Eve, and New Years Day ).

Sleepover Stays Holiday Surcharge

$15 per Sleepover – applied to All Sleepover Stays on Holidays & Holiday Weekends starting Friday after 6pm (Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas, New Years Eve, and New Years Day ).

Additional Time or Pets Surcharge

We don’t charge for additional pets like most other companies. We charge by how long it will take us to complete the assignment.

If you have multiple pets and/or very detailed instructions and you do not choose a long enough time frame, you will be charged extra if it takes us longer to complete the assignment. Please understand we do not live with your pets as you do daily, it can sometimes take us just a few more minutes to complete your pet care routine than it would take you. Especially if you are a new client or one we do not see often.

If you have a pet with special needs, or one that takes awhile to warm up to new people, it is important to schedule a little extra time for them & for us to make sure the visit goes smoothly. Please discuss this with us beforehand if you aren’t sure. We are more than willing to work with you and adjust to a shorter time after your pet is comfortable or after we have their routine down. It’s a lot easier to reduce the time of your visits and give you a credit than it is to discover after visits have begun, that they need to be longer. We have to change our schedule to accommodate for the extra time and you get charged for services you didn’t originally budget for. It’s better for ALL if we discuss this and make these arrangements in advance.

Last Minute Requests & Schedule Changes Surcharge

$10 per visit – applied for all service requests & changes made less than 24 hours in advance. If you request multiple days of services/schedule changes Last Minute, only the first day of services will have surcharges. The days outside of the 24-hour time frame for Last Minute will not be surcharged.

**Last Minute requests/schedule changes are not guaranteed, but we will do our best to accommodate.

***We can not always accept New Clients Last Minute. Due to the time needed to meet your pets before hand and get you set up in our client portal, we do not often accept new client requests with less than 72 hours advance notice.

06

Parking Policies & Surcharges

Condos - Apartments - Multi-Family Buildings

All Condo, Apartment, or Multi-Family Building Residents agree to provide free guest parking for our Pet Care Professional. In the event that they are unable to find free parking in or near your building and need to pay for parking you agree to cover those charges. You will be charged the exact amount paid for parking for each occurrence and provided a photo-copy receipt of the charges.

07

Home & Community Access Policies (Keys, Codes, Fobs, Ect.)

Keys

Two Options – Option 1 : You can supply Empire Of Paws with 2x copies of your house key. We will keep all keys in our key safe when service is not needed. One keys are checked out to your Pet Care Professionals during your service period and then returned when services end. The 2nd key stays in the safe and will only be used in case of emergency. Keys are labelled with a number correlating to your account and your pet(s) first name and are tracked via a key logging system in the client portal. No other identifying information is on the key. In the event that a key is damaged or lost, you will be notified immediately and arrangements to replace the copy will be made with you.

**PLEASE NOTE: We will make every attempt to contact you and your emergency contacts should we have any issues with accessing your home. However, if no one can be reached and your pets safety becomes a concern, we may have to order the service of a locksmith at your expense.

Key Pickup & Dropoff

Keys should be given to your Pet Care Professional during the “Meet & Greet.” However, If you need to arrange pick up of your key at a later time there will be a Key Pickup fee of $10 to cover gas, time, & mileage. We are unable to pick up or leave keys “under the mat”, lock the keys in the house on the last day, or anything of the like.

After keys are received, we suggest that you let Empire Of Paws retain your key for future services. Many of our clients enjoy the comfort of knowing that if something (i.e., working late and you can’t get to the animals, emergency trip out of town, left the stove on, etc.) does come up, Empire Of Paws has a key and will be more than happy to help you out in a pinch.  However, if you would prefer to have the key returned after services, we can offer a one-time key return via certified mail at no charge. However, if you will need your keys picked up and returned each time you book services, there will be a charge of $20 for Key Pickup and Key Return each time.

Code Access - Home Entry

If we need a code to access your HOME, you must provide that in the client portal. We will also require 1x key to any entry to be kept on file for emergency use if access code fails and we can not reach you to care for your pet(s).

**PLEASE NOTE: We will make every attempt to contact you and your emergency contacts should we have any issues with accessing your home. However, if no one can be reached and your pets safety becomes a concern, we may have to order the service of a locksmith at your expense.

Community Code Access, Gates, & Call Boxes

We require you to keep your code on file in your Client Portal Profile so that we may enter your community freely. If we need to use a Call Box to call you to let us in, we expect that you will do so within a reasonable time. We are happy to text you when we are on the way if this will help prepare you. Please let us know before services begin if you wish to receive this text. If your Code fails to allow us to enter and/or we have trouble reaching you via the Call Box or by phone, we will need to come back at a later time to do your visit.  You will be charged for the additional visit.

NOTE: We will still need key access to the actual home via one of the options above.

**PLEASE NOTE: We will make every attempt to contact you and your emergency contacts in your profile should we have any issues with Community Access Codes, Gates, or Call Boxes. Should those methods fail, we will attempt to contact the Office to your community. You will be responsible for any charges incurred from gaining access and will be billed accordingly.

Community Key Fob & Card Access

We ask that you provide us with at LEAST 1x Key Fob/Card to keep (2x is preferred) so that we may enter your community freely to access your home while you are away. We do understand that some communities are very strict with how many you may have. If you can not give us one to keep, and you can give us access via a Call Box or Code(see above Policy), you can leave your Key Fob/Card in your home for us to pick up at first service, use freely while you are gone, and leave in your home at the last service.

If we can not gain access from you via a Call Box or Code(see above Policy), then you will need to arrange a Key Pickup & Drop Off. This means we will come pick up one of your key fobs/cards right before you leave so that we can use it freely while you are gone, then return it when you return. Key Pickup & Drop Off is a $20 fee($10 each way) to cover gas, time, & mileage. We can not rely on access to your community via leasing office or following someone through the gate.

We will still need Key Access to the actual home via one of the 2x options above.

**PLEASE NOTE: We will make every attempt to contact you and your emergency contacts in your profile should we have any issues with Community Key Fob & Card Access. Should those methods fail, we will attempt to contact the Office to your community. You will be responsible for any charges incurred from gaining access and will be billed accordingly.

08

Pet Policies

Vaccinations

ALL pets should to be up-to-date on vaccinations and proof submitted via email or listed in client portal pet profile by the time of the “Meet & Greet.” Rabies vaccinations for dogs are REQUIRED to be up to date with the tag # on file in our client portal under your Pet(s) Profile before any services can be given.

Pet Identification - Tag or Microchip

It is highly recommended that ALL pets wear identification tags or have up-to-date microchips while in our care. However, only dogs are REQUIRED to have identification. This can be in the form of a physical tag attached to a collar or harness(for when they leave your home with us on a walk). Or you can list their microchip number in their pet profile in the client portal.

This is mandatory for ANY dog we will be taking outside of the home for potty breaks in the yard or on walks.

Off Leash Dogs & Fenced In Yards

All dogs are REQUIRED to be walked on a leash at all times unless they are to be let out into a completely fenced in yard.

The yard will be checked for escape points during the Meet & Greet. If the fence is deemed to be unsafe, has damage, or holes the dogs can escape through, they will be kept on a leash while outside. Dogs with electronic fences are also required to be on leash in any open outside areas at all times. From experience we have learned that not all electric fences are created equal and some dogs pain threshold can allow them to cross that fence.

We take NO chances when it comes to your Dogs safety. While they may have a perfect recall for you, we are not you.

Fearful, Anxious, or Aggressive Pets

If you are not completely sure that your pet will allow a new person into your home or allow them to provide care while you are gone, then we can NOT accept the pet sitting assignment without going through a different process. Entering your home when you are away is a condition of our services; attempting to care for or walk a potentially aggressive pet puts both us and your pet at risk, and does not allow us to fulfill our promise to you to care for your pets and home. Fearful or anxious pet(s) may not show aggression in your presence, but once you leave, the stress of you being gone, combined with a new person in their home is enough to progress that fear or anxiety into something worse.

If you are in any way unsure of how your pet will react to a new person coming in, then you need to discuss this with us in advance of the Meet & Greet, so we can work together to make them comfortable with us before booking your services. We can schedule extra meetings between you, your pet(s), and our Pet Care Professionals or we can have our Trainer do an evaluation and trial visits with you nearby. We’re willing to work with you under certain circumstances.

If you do not discuss with us in advance, and your pet(s) shows any signs of fear, anxiety, or aggression at the presence of us during the Meet & Greet, then we will need to make additional arrangements(such as suggested above) before we provide services. We will be unable to provide any service otherwise and depending on the severity of their reaction, we may not be able to provide any services.

If you did not realize that your pet(s) would become aggressive, and we have already begun caring for them, then we will do our best to finish our assignment as agreed. We may need to increase the length of your visits to allow them time to relax, or enlist the help of our Trainer to assist with visits. However, once your pet becomes aggressive, we do reserve the right to leave the home immediately and suspend service for both our protection and your pet(s). Our ability to complete the assignment with the aggressive pet is up to our level of comfort in working with the aggressive pet.

If we are unable to provide normal pet care duties due to your pet’s aggressiveness and additional services or our Trainer is needed, then  additional fees will apply. We cannot provide free or discounted visits for pet care if the pet(s) aggressiveness prohibits us from performing regular duties.

If we are unable to provide regular services or if additional services or our Trainer are needed, due to your pet(s) aggressiveness, you will be notified immediately so you are kept up-to-date on everything. If we are unable to complete services or can no longer provide services, you will also be notified immediately so that you can make an alternate plan for your pets care. If we can not reach you, we will contact your Emergency Contact listed in your Client Profile. Furthermore, you will be responsible for your Pet Care Professionals medical fees should your pet bite or otherwise injure them.

Dogs - Leash Issues(Pulling, Reactivity, or Aggressive Behavior)

We understand that some dogs can get excited on leash and occasionally pull. We deal with this on a regular basis and are comfortable handling many sizes of dogs with many temperaments. However, if you have a very strong or large dog that pulls excessively on leash to the point of dragging us or knocking us down, this presents a very dangerous situation for both us and your dog. This also goes for dogs that are reactive and display aggression or become over-excited on leash when seeing another dog or person. Your pets safety and our safety is of the upmost importance.

You will always be notified immediately of any safety concerns regarding your dogs leash behavior and given options for us to continue services. Some options include: Letting them out into your back yard and maybe playing enrichment games, or we may ask that you purchase a front clip harness specifically made to help with pulling. We are happy to provide you with a list of wonderful options for harnesses to make walking your dog safer. If your dogs behavior is severe, we may ask that you enlist the help of our Dog Trainer(or one of your choosing) before we can continue to walk your dog in public as we will not be able to walk them until those issues are resolved or managed.

Improper, Damaged, or Un-Safe Dog Walking Equipment

This also goes along with the above policies. Your dog’s safety is our utmost priority. Improperly fit, worn, or damaged collars or harnesses, and/or the use of retractable leashes can present a dangerous situation. The last thing we want to see is a dog slip or break loose from your equipment during a walk. We are happy to recommend safer products to use, and we reserve the right to use our own equipment(leashes, collars, harnesses) if necessary. We use a Fear-Free approach to all handling of pets and will never recommend or use equipment such as choke chains, pinch or prong collars, etc.

09

Service Policies

Sharing our Services with another Pet Owner

Due to our insurance policy and other factors, Empire Of Paws can not accept any shared pet sitting services with friends, family or neighbors pets without going through the proper process. If you need this service to be performed, each pet owner must have their own account with us with a pet profile for their pets with vet, emergency contact, and vaccine information. They must also follow through with the same process of a “Meet & Greet” plus fill out all of the required paperwork(Vet Release Form, Emergency Pet Guardianship Form, and Contract.) If a Pet Care Professional arrives to your home and there is an unknown animal to be cared for on your property, we will contact you immediately and services will be suspended. Shared services will ONLY be allowed once the above is completed. Please make sure to bring this up in advance so we can make proper arrangements with you and the other pet owner.

Job Sharing with other non-TPS Pet Care provider(Friends, Family, & Neighbors included)

Due to our insurance policy and other factors, Empire Of Paws does not agree to share any pet care duties with your friends, family, neighbors, or other Pet Care Providers. When your pet is in our care they are our sole responsibility. This becomes a huge liability for us as we have no control over the care you may receive from another person coming in your home. Furthermore, if you do choose to ignore this policy and have another person (friend/family member/neighbor/pet care provider) coming into the home while your pets are in our care, our responsibility is immediately waived the moment they step into your home. Should anything negative happen to your pet during this time, we do not assume responsibility. For example: If a Relative/Neighbor/Friend/Other Pet Care Provider stops by to feed and let the dog out and the dog escapes, is injured, or becomes ill while in our care, we will not be held responsible and you must take up compensation with your Relative/Neighbor/Friend/Other Pet Care Provider.

Guests staying in your Home or other Workers in your Home

Empire Of Paws reserves the right to politely decline to provide services if you have guests staying in your home or other workers in your home while you are gone. As mentioned in the above policy “Job Sharing with other non-TPS Pet Care provider (Friends, Family, & Neighbors included)” your pets safety and care is our top priority and we have no control over what another person entering your home may do. If we are providing your pet care services and you have guest staying in the home, or other workers in your home, our responsibility is waived the moment they enter the home. Should anything negative happen to your pet during this time, You will need to seek compensation with the other person allowed access in your home.

Weather Policies

Oh, the beautiful state of New York! While we are well equipped to deal with the elements and walk in all kinds of weather, On days where our ability to provide service is hindered by dangerous weather or driving conditions such as flooded roads, inability to see while driving, lightning, ect. Please keep in mind that we may need to adjust appointment times in order to compensate for travel time or waiting for the weather to clear. If the weather is extreme (hot, cold, stormy) we may shorten your Dogs walk to protect both Dog and Pet Care Professional. We will still visit with your pet for the allotted amount of time, However, this may have to be indoors. Please let us know if your pet has difficulty in any type of weather and would prefer that we spend time with your pet doing something other than an outdoor activity. In the event of a city declared emergency such as inclement weather, we reserve the right to cancel services during the declared emergency for the safety of our Pet Care Professionals. You will always be notified of any schedule changes or cancellations immediately if needed.