HOUSE KEYS

Key Copies and Access to Your Home: Clients must provide 2 working sets of keys to be used for entry. These keys can be given directly to From Our Paws to Yours or be provided through use of a coded lock box attached to one of the homes outer doors. The keys or the code must be made available before the day of the first visit. Garage door codes for keypads can be used but due to power outages and sensitive garage door openers, client must provide a key to a door. If your pet is strictly outdoors, access to your home in case of an emergency, inclement weather or to a restroom must still be allowed. Locksmith Clause – You are on vacation or the emergency contact is not available. In the event that From Our Paws to Yours is required to employ a locksmith to gain entry into Client’s premises due to a malfunction of the lock or a failure of the Client to leave a key, it shall be the responsibility of the Client to reimburse for all costs incurred. The Client expressly gives From Our Paws to Yours the authority to employ a locksmith on Client’s behalf in the event of the aforementioned occurrences. For clients who choose not to keep your key(s) on file with From Our Paws to Yours or in a coded lock box will be charged a key pickup/drop off fee of $10 for each trip.

SECURITY SYSTEMS (If applicable)

If Client’s home is equipped with a security system, information such as monitoring company, their phone number, verification password, keypad code, arming and disarming instructions and door closet to security keypad must be provided to From Our Paws to Yours for use by the pet sitter/walker. Keys provided to pet sitter/walker must be for door closes to the security keypad for ease of arming and disarming the system. If using a coded lock box for access to home keys, it must be on door closes to security keypad. We prefer, if applicable, the Client to setup a special code and password just for the purpose of the pet sitter/walker visits and inform the security company of dates and times this code and password will be used by From Our Paws to Yours. All information can be provided on our CLIENT & HOME INFORMATION form.

PAYMENT

Payments are due in full prior to service. This is at the initial meet & greet for new clients and on our before the 1st day of scheduled service for existing clients. In the event of additional unforeseen costs such as food or supplies, payment is expected within 5 days of the completion of services or a late charge of $25 will be applied. Unforeseen purchases of supplies or other items will also incur a $25 travel charge. If payment has not been paid by the 1st day of scheduled service, the emergency contact person will be called to come care for your pet.

Bad Check Policy: A $30 fee is assessed on all returned checks. All fees are due promptly and must be paid via cash or money order only.

CANCELLATIONS

Please notify From Our Paws to Yours as soon as possible if you need to cancel all or part of your service. Minimum 24 hours for cancellations of dog walking/pet sitting services. Failure to give 24-hour notice will result in a 50% charge.  Seven (7) days notice if you must cancel vacation/holiday pet sitting or overnight services. Failure to give 7 days notice will result in a 50% charge.

If we have arrived at your home or are en route, and the service is cancelled, there is no refund or credit.  For vacationers, early returns are not credited or refunded unless the return is due to what From Our Paws to Yours deems an emergency.    ***Please understand that we may have turned away other Clients because we have reserved time for you, especially during the holiday seasons, which are the busiest periods. Your cooperation in adhering to our cancellation policy is greatly appreciated.***

Where the Sitter as sole proprietor needs to cancel later than 72 hours prior to the Client’s departure due to unforeseen circumstances, he/she may appoint a substitute with the written approval of the Client and any difference in the fees charged shall be for the account of the Sitter.

HOLIDAY FEES

Additional holiday fee of $5.00 will be added to each basic fee for pet visits. An additional $5.00 will be added to the basic fee for overnight holiday stays. Please view our SERVICE FEES page for a list of holidays and any other fees.

HOLIDAY/VACATION DEPOSIT

For vacation/holiday pet sitting (this includes overnight sitting), 50% is due at time of booking. This is non-refundable. The balance is due in full on or before the first day of service. An advanced deposit may be required whenever warranted in the sole judgment of From Our Paws to Yours. In the event it is necessary to initiate collection proceedings on the account, Client will be responsible for all attorney’s fees and costs of collection.

RETURNING HOME NOTIFICATION

Please notify From Our Paws to Yours when you have returned so that we know your pet(s) is/are safely back in your care and to prevent being charged for additional visits. Things happen, flights are delayed, car problems occur or your having fun and want to stay longer, etc. so unless we hear you are home we will continue visits for the safety of your pets. Any additional visits (needed or not) will be charged at the regular rate.

OTHERS WITH HOME ACCESS

From Our Paws to Yours cannot be held liable for any damages to property or pets if Client allows any other person, whether it’s a neighbor, friend, family member or other person to enter the home during the time From Our Paws to Yours is sitting for the Client’s pet(s). If Client does allow access to someone other than From Our Paws to Yours during the duration of the pet sitter/walker’s job, Client must notify From Our Paws to Yours Please do not allow others to access your home during the pet sitting or overnight time frame for the safety of pet sitter & your home and pet.

From Our Paws to Yours will make adequate steps to ensure your home is safe and secure in your absence, however From Our Paws to Yours cannot be held responsible for any burglaries or accidents caused by your pet(s).

VISIT TIME FRAMES

From Our Paws to Yours offers visits in the morning, mid-day, evening & bedtime. From Our Paws to Yours doesn’t offer specific times for visits. From Our Paws to Yours schedule is flexible to provide the best service possible to all of our Clients. Time frames adjust according to needs & the number of pets being seen on any particular day. If you desire a specific time for a visit, From Our Paws to Yours will do our very best to visit within a 2-hour window. Pets requiring medications or special needs pets will be given priority.

INCLEMENT WEATHER POLICY

To ensure the pet sitter/walker’s safety, From Our Paws to Yours will initiate an Inclement Weather Policy when localities close schools due to potentially dangerous weather conditions. When initiated, From Our Paws to Yours will announce an Inclement Weather Policy for that day and any specific weather concerns on our web site, Facebook page or via email. If your pets visit is on the day of the inclement weather you will be notified that the aforementioned contingency plan has been activated. During inclement weather situations, From Our Paws to Yours midday dog walking services may be canceled and the pet sitting service schedules may need to be altered.

Please be sure that you have provided an inclement weather emergency contact that can care for your pets in the event that From Our Paws to Yours 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 canceled as a result of inclement weather will be credited to your account for use toward future services.

From Our Paws to Yours also ask that you consider the pet sitter/walker’s safety by clearing steps and walkways of ice, snow, and debris as well as designating a neighbor to do so when you are traveling. Please also note that From Our Paws to Yours is empowered to shorten exercise time during heavy rainfall and lightning and/or thunderstorms or extreme heat. In such cases, exercise time will be replaced with indoor playtime and TLC.

CLIENT REQUIREMENTS

Client is responsible for making sure that all of client’s pets have received all current required and recommended vaccinations required by the State of North Carolina and Client’s current city of residence. In the event From Our Paws to Yours or a third-party (another pet or person) is bitten or injured by Client’s pet(s), Client agrees to pay all medical expenses, costs and lost wages incurred by From Our Paws to Yours or third-party due to such injury. Client agrees to indemnify, hold harmless, and defend From Our Paws to Yours, in the event of a claim by any person injured by Client’s pet. From Our Paws to Yours is not responsible nor will be held liable for any veterinary expenses incurred on pet(s) during or after the pet(s) stay with From Our Paws to Yours. With the interaction of pet(s), there is always a chance of injury and the possibility of infectious disease being passed between animals. The client assumes all risk of injury or illness to the client’s pet(s) during or after the pet sitting/walking care of client’s pet(s) by From Our Paws to Yours.

It is the sole responsibility of the Client to make sure that their home and yard are “pet-proof”. From Our Paws to Yours will not be responsible for any furniture damage or other damage caused to the home by pet(s). From Our Paws to Yours is not liable for pets that are left outside or may escape from client’s property when From Our Paws to Yours is not in attendance – for example, client’s who use doggie doors or pets who live and stay outside at all times. From Our Paws to Yours shall not be liable for the injury, disappearance, death, or fines of any pet that escapes the property. Backyards are not always guaranteed to be 100% secure when pets are left out or given access to a fenced in area. This includes electronic, wood, metal, or any other fence type.

The Client must provide all items necessary for pets to be adequately cared for in the Client’s absence. (i.e., food, medication, leads, tags, collars, cat litter etc). Should pets require any additional supplies whilst in the care of From Our Paws to Yours, these will be purchased and added to the bill.

From Our Paws to Yours must be alerted to any behavioral problems with Client’s pets at the time of booking. Failure to do so may result in additional charges or cancellation of any future services.

Updates: The Client is responsible for providing From Our Paws to Yours with updates on any changes regarding your pet’s care, health, behavior and/or any other pertinent information.

If veterinary visits/trips are a part of any scheduled pet sitting/walker visit or the visit is scheduled for the sole purpose of a veterinary visit the Client must notify the veterinary clinic that From Our Paws to Yours will be attending the appointment on their behalf and ensure that arrangements for payment have been made with either From Our Paws to Yours or the vet. The Client is responsible for any veterinary bills, no matter how they are incurred, whilst pets are in the care of From Our Paws to Yours.

CONTACT US

For more information about our Terms & Conditions, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at terms@ourpawstoyours.com or by mail using the details provided below:

From Our Paws to Yours
Terms Compliance Officer
P.O. Box 2637
Asheboro NC 27204
United States

***The terms of the above policies apply to all pets owned by the Client, including any new pets the Client obtains on or after the date services were initiated, at any location the owner designates for service.***

This document was last revised on February 4th, 2020.