All polices & procedures have been established in order to allow FourPaws of South Jersey, LLC (FourPaws) to provide the most excellent customer & pet care available. We appreciate your trust in our expertise and our years of experience. Our policies & procedures have been put in place solely to benefit our clients & pets
FourPaws strictly requires a minimum of 3 visits per day for all dogs in our care, if the client will be gone for the entire day & night, as well as a minimum of at least 1 visit every other day for cats.
1. House Keys:
FourPaws is keyless (meaning we no longer keep keys in our possession) and require each client to utilize a key storage lock box to hold a key to their residence. The only exception to not utilizing a lock box is for the homes we enter via garage with a key pad or an electronic door key pad but you MUST still have a key hidden on the property for immediate access in case of an unexpected malfunction. ***Please note that hidden keys are for backup purposes ONLY, they are not acceptable forms of regular entry into your home. Also, we strongly recommend you have 2 key copies for your storage lock box to ensure that a backup key is always available in case one becomes lost.
2 Visit Length and Arrival Times:
Visit length may vary 5 minutes longer or shorter from the scheduled amount of time. The visit length starts when your sitter gains entry and ends when your sitter finishes securing your home. All entry/exit time is a part of your scheduled visit length. Visit arrival will vary within the scheduled 2-3 hour time frame. More specific arrival times will be honored when possible but are never guaranteed.
3. Online Profile is Required:
It is the responsibility of the client to provide ALL information needed for the care of pets and home via the Time to Pet (TTP) client portal. It is always the sole responsibility of the client to keep the information in the online profile up to date and accurate. Online Profile completion is REQUIRED before scheduling all new client meeting
4. Client Communication:
Other than phone conversations, all client communication must be done via the TTP client portal or app. It is important to have everything on one platform so no information is ever missed. All schedule requests, changes as well as cancellations must also be done via TTP as well.
5. Payment Policy:
Acceptable forms of payment for services are check, made payable to: FourPaws of SJ, LLC, Venmo (username: @Danyell-Peter and the photo is of Danyell and her pup) or cash.
Daily and weekday clients must leave payments weekly, on the last day of service for their Pet Care Specialist to collect
Pet sitting clients have the option to make payment prior to departure or payment must be paid in full by the first day of service. Please leave for your Pet Care Specialist to collect.
We do accept monthly payments but must be paid in advance.
6. Cancellation Policy:
ALL cancellations must be made via TTP along with leaving a message in the TTP chat/conversation.
Daily dog walking clients may cancel visits through 8:00 AM on the scheduled day at no charge. Cancellations made after 8:00 AM on the day of the scheduled visit will result in the full charge of a daily dog walk.
Pet Sitting (NON - HOLIDAY) clients must cancel in advance of 48 hours prior to their first scheduled visit for no charge. Cancellations made within 48 hours of the first sit will result in a charge of 50% of the entire service fee.
Pet Sitting (HOLIDAY) clients must cancel in advance within 5 days prior to their first sit for days that include a holiday for no charge. Cancellations for visits which include a holiday made within the 5-day period will result in a charge of 50% of the entire service fee
Early returns - clients will be billed for the entirety of the booked service. Early vacation returns will not be refunded and will be billed.
We realize that emergencies come up and plans change, but last minute cancellations do not leave us time to fill your visits with another client. We may have turned down other clients due to a full schedule.
During the following holidays we charge an additional $10.00 per visit.
New Years Eve
New Years Day
8. Inclement Weather:
Your pet's safety is our top priority. FourPaws uses the best judgment in caring for your pets(s) and home at the time of inclement weather so we may modify the time we spend outdoors and then enjoy indoor playtime for the remainder of the visit. In the event of a State of Emergency or circumstances beyond our control, FourPaws will make all reasonable efforts to provide the agreed upon services. If we are unable to care for your pet due to such circumstances, the client and/or the emergency contact will be notified so that other arrangements can be made, if necessary.
We ask that all clients provide us with an inclement weather emergency contact that can care for your pets in the event we cannot access your home. Your emergency contact should be able to walk to your home and have working keys for entry. All visits that are cancelled as a result of inclement weather are credited to your account for use toward future services.
All snow and Ice removal is the responsibility of the client.
Please make arrangements for someone to come and remove all snow & ice from your driveway, walkways, and home entrances/exits.