POLICIES AND PROCEDURES
CONSULTATION AND BEHAVIOR ASSESSMENT
A consultation and behavior assessment are required for all new clients, and is a free service. Any additional meeting will be subject to a $20 fee.
For daily walks or drop-ins or vacation visits:
I will come to your house to familiarize myself with your pet(s) and his/ her routine. This is a short visit to get to know your pet(s). At this time, we will discuss how you would like me to access your pet(s). If you are choosing to use a garage code, remember that if the power goes out for any reason, I will be unable to get to your pet(s). If you choose to provide me with a key, two keys should be given to me at the time of the consultation. One key will be kept in my office in a secure location in case of emergency. Using a lockbox is an excellent and secure method for granting access to your home, while ensuring the safety of your key. If you choose to not use a lockbox or provide two keys at the time of booking, a fee of $10 will be charged for each pick up and drop off of keys.
For boarding:
To ensure the best experience for both your pet and myself, I require a consultation and behavior assessment and a trial night prior to any boarding. The meet-and-greet involves inviting your dogs(s) to my home and creating a comfortable environment for us to become acquainted. This initial interaction allows me to assess your dog(s) behavior and their compatibility with other dogs and my two cats. The meet-and-greet must be performed while there is another dog present. This visit allows you to see where your dog(s) will be staying and give us a chance to discuss your pet’s needs. This consultation also helps build rapport between me and your dog(s).
A trial night must be completed before committing to a full stay, so your pet(s) can acclimate to the environment. On the trial night we can assess how your dog(s) handle being in a new environment. This process helps create a smooth transition, ensuring they have a positive and stress-free stay.
BOARDING INFORMATION
All forms must be filled out prior to any service. These forms include a registration, veterinary release, vaccination records, liability and release, policies and procedures, payment and pricing and dog boarding and cat sitting agreements. All dogs must be current on vaccinations such as Rabies, Distemper (DHLPP or DAPP), Leptospira, Bordetella. The Influenza vaccination is encouraged, but not required at this time. At the time of the consultation we will discuss what is necessary to bring, and address any questions.
You will need to bring your dog’s food, treats, medications, and leash or harness if used. You may also bring a bed or a blanket or piece of clothing that smells like home to provide comfort and ease stress.
For a smooth experience, drop off and pick up times are by appointment only. Kindly provide specific times for arrival and departure of your pet when booking service. Pick up and drop off hours are 8 am-7pm. A fee of $10 will be applied for any drop off or pick up outside of business hours. If for any reason there is a delay, please communicate in advance to make necessary arrangements. Your punctuality and communication are greatly appreciated, ensuring a well-organized and stress-free process for both you and your pet.
Dogs should be crate trained. While we don’t frequently utilize crates, recognizing the importance of crate training is vital for ensuring your dogs’ safety and well-being, offering a potential necessity for specific situations. Dogs over one year old should be spayed or neutered, and are required to be housebroken in order to maintain a sanitary environment. Dogs should be non-aggressive and friendly toward other animals and people. They must not exhibit signs of extreme anxiety, stress, be an excessive barker or become destructive when people are not present.
When entering a boarding facility, it is not uncommon for them to mark their territory by urinating. This behavior is instinct driven by the need to establish familiarity in a new environment. Boarding facilities are better equipped to handle such occurrences. If your dog is a continual marker, diapers will be purchased at owner’s expense. It is also essential to acknowledge that they may occasionally exhibit destructive behaviors due to anxiety, unfamiliar surroundings or boredom. Pet owners should be aware of their responsibility outside of the norm, caused by their dog during boarding. Open communication about potential destructive tendencies helps create a supportive environment where the well-being of the dogs and the integrity of the boarding facility are prioritized.
DOG WALKING/SITTING
All forms must be filled out prior to any service. These forms include a registration, veterinary release, vaccination records, liability release, policies, procedures, pricing and payment, and dog walking contract and dog and cat sitting agreements. All pets must be current on vaccinations such as Rabies, Distemper (DHLPP or DAPP) Leptospira and FVRCPC for cats.
All dogs must have a snug fitting collar or harness for walks.
For vacations or extended visits, all dogs require a minimum of three daily services for exercise and mental stimulation. The only exception to this is if they have access and can use a doggie door. We do not provide every other day service to ensure the safety and well-being of your pet(s). We ask that all animals that reside in the house, to be disclosed, even if they are not being cared for by us. If there are multiple pets in the home, a visit may take longer than the specified time allowed due to the number of pets and level of care. If we are unable to complete the service in the specified time, additional charges will be added at the rate of $10 for every 15 minutes.
VACCINATIONS
The Pawffice requires that all pets be current on their vaccinations including Distemper (DHLPP or DAPP) Rabies and Bordetella and FVRCPC for cats. Canine Influenza is recommended, but not required at this time. All dogs should be current on flea/tick/and heartworm medication. If fleas or ticks are found on your dog, The Pawffice reserves the right to apply treatment at the owners’ expense. All animals must be in good health and free from any communicable diseases.
RESERVATIONS
To guarantee your dog(s) spot, we require a 50% deposit for reservations, securing their place in our care. For bookings, kindly make your reservations as early as possible to ensure availability. A reservation will not be considered confirmed without the deposit. A deposit must be made within ten (10) days of booking to secure your reservation. Failure to do so may result in the release of your booking. The remaining balance is due upon last day of service. Holiday services will also incur an extra fee, please see holiday section below.
The Pawffice does understand that things come up and we will do our best to accommodate all occurrences. Please be aware that last-minute requests for boarding and vacation sits under one week (7 days) may incur a surcharge of 15 % for all non-holiday bookings and 25% for the holidays, to accommodate increased demand and logistical consideration. Last minute requests for daycare and daily walks under 12 hours may be subject to a 15% surcharge to compensate for administration and scheduling changes.
PAYMENTS AND REFUNDS AND CANCELLATIONS
The Pawffice can accept cash, check, Zelle, Venmo or credit card. We ask that our clients have a credit card on file and authorize its use if payment has not been received within 7 days of the completed service. If no card is on file a 5% late fee will be applied to invoice if payment is not received within 7 days. A 1 % fee will be applied to every subsequent 7 days thereafter. A 50% deposit is required for all vacation stays, boarding and drop-in visits over 3 days. Full payment is due on the last day of completed service. This policy helps us maintain a smooth and efficient payment process. The preferred method of payment is cash or venmo.
The exception to this is Thanksgiving and Christmas where a 100% deposit is required before the first day of service.
Our cancellation policy aims to accommodate various situations. We ask that all of our clients give us a minimum of 12 hours cancellation notice for pre-scheduled daily walk. If it is less than 12 hours, there will be a 50% cancellation fee. For non-holiday drop-ins, vacation sits, boarding and overnights, providing a full two weeks’ notice ensures a complete refund or credit to be used within a year. Between 7-13 days’ notice results in a 50% refund or credit to be used within a year. Under 7 days’ notice, we are unable to offer a refund due to logistical and administrative reasons as well as turning away other business due to your reservation.
2 weeks notification = full refund of deposit or credit for future services to be used within the year.
Between 7 – 13 days notification = 50% of deposit refunded
Under 7 days notification = no refund
The EXCEPTION to this is the holidays, for premium bookings ( Thanksgiving, Christmas, Easter and New Year’s) a four week (28 days) cancellation notice must be given in order to receive a full refund.
Please understand that our goal is to service all clients requesting care. Our cancellation policy ensures that once you book a time-slot, it is exclusively yours, preventing others from reserving that same slot. Regrettably, if a cancellation occurs, we may be unable to refill that specific time-slot.
The Pawffice reserves the right to waive or adjust the refund and cancellation policy on a case by case basis.
No refund or credit given for early returns.
HOLIDAYS
The Pawffice does pet sit on all national, Federal and religious holidays. Ensure your pet’s care by reserving in advance as these popular dates fill up quickly. Recognizing the significance of these occasions, a 25% holiday surcharge will be applied to boarding, per drop-in visit and overnight stays. Holidays include New Year’s Eve, New Year’s Day, Labor Day, Independence Day, Memorial Day, Fourth of July, MLK day, Presidents Day and Easter. The EXCEPTIONS to this are Thanksgiving and Christmas, where the 25% surcharge will apply to two days prior and two days after the holiday. The Pawffice prefers that holiday reservations be made four weeks in advance for vacation sits and boarding during these premium holidays.
ADDITIONAL FEES
If a shopping trip is required to purchase necessary items such as food, litter, medical supplies, cleaning supplies or any other purchase pertaining to the care of your pet(s) you will be subject to an additional fee of $10, plus the cost of all supplies. A receipt will be given at the end of service.
Additional fees may include the administration of calming chews, if your pet should show signs of high anxiety or stress.
Other additional fees may include the reimbursement of The Pawffice property damage incurred beyond normal wear and tear during a dog’s stay, ensuring a fair and responsible approach to unforeseen incidents. Owner will be notified after incident and a receipt will be given at the end of service.
INCLEMENT WEATHER
Walking dogs in extreme temperatures can pose significant health risks to their well-being. Dogs may suffer from frostbite, hypothermia or discomfort due to icy conditions. Salt on roads, used to melt ice, can irritate paw pads leading to discomfort and potential injury. Additionally, unsafe conditions arise if driveways and sidewalks aren’t plowed, posing slipping hazards for The Pawffice and your pets. The Pawffice asks you you please clear your driveway and shovel the sidewalks, creating safe paths for The Pawffice and your pets.
Walking your dog in high heat can lead to paw pad burns, dehydration and overheating. The Pawffice will prioritize your pet’s safety, taking necessary measures to protect against heat related risks.
For daily and drop in visits, an average walk is twenty to twenty five minutes leaving time to retrieve dogs, put on harnesses/ rain coats/ sweaters, wipe down muddy paws, water refresh, and safely kenneling dogs where applicable. During inclement weather walks may be shorter due to high heat, excessive cold or any other harsh weather conditions. I will always do my best to get them out long enough to go to the bathroom.
SERVICE AREA
Servicing Northfield, Northfield Center, Macedonia, Walton Hills, Sagamore Hills and parts of Twinsburg.
For services outside of my service area there will be a $5 additional fee for up to ten miles with each visit.
The Pawffice reserves the right to refuse any requested service to any person for any reason.