Booking

All services must be booked through our scheduling platform, Time To Pet. This ensures accurate scheduling, proper communication, and streamlined record-keeping for both clients and staff. We do not accept bookings through text, email, phone, or social media. Any requests made outside of Time To Pet will not be honored.

 

Fees & Payment

Accepted Methods:

• Credit Card (via Time To Pet)

• ACH Bank Transfer (via Time To Pet)

• Venmo

• Zelle

• Cash accepted on a case by case basis

• (Venmo/Zelle details provided upon request.)

Billing Schedule:

• Auto-charges process every Monday and Friday.

• Manual Venmo/Zelle payments must follow the same schedule.

Late Payments:

• Invoices not paid within 7 days may result in a pause in services until your account is current.

Rate Changes:

• We provide at least 15 days’ notice before any price adjustments.

Holiday Fee:

• Visits on major holidays incur a $20 surcharge per visit, walk, or overnight stay to compensate our team for working during family time.

Major Holidays Include:

• New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day

After-Hours Fee:

• Services scheduled after 5 PM will include a $10 fee, as caregivers are taken from their personal time.

• Please schedule in advance for availability and a rate quote.

Weekend Fees:

• Visits/Walks: $15 weekend fee per visit or walk scheduled on Saturdays or Sundays

• Overnights: $15 weekend fee per night for overnight stays that include a Friday, Saturday, or Sunday night

Last-Minute Booking Fee:

• Any booking made with less than 24 hours’ notice will incur a $10 last-minute fee.

• This ensures we can provide reliable service even on short notice.

 

Cancellations

Where to Cancel:

All cancellations must be made through the Time To Pet app.

Do not cancel via phone, email, or directly with your walker.

Walks and Drop-In Visits:

• More than 24 hours' notice: A full refund or rollover will be issued.

• Less than 24 hours’ notice: The full service fee will be charged.

Holiday, Weekend, and After-Hours for Walks, Drop-Ins:

• More than 48 hours' notice: A full refund or rollover will be issued.

• Less than 48 hours' notice: The full service fee will be charged.

Overnight Stay:

• More than 7 days’ notice: A full refund will be issued.

• 7 to 5 days’ notice: A 50% refund will be issued.

• Under 5 days’ notice: The full service fee will be charged.

Holiday Overnight:

• More than 14 days’ notice: A full refund will be issued.

• 14 to 7 days’ notice: A 50% refund will be issued.

• Less than 7 days’ notice: The full service fee will be charged.

Trail Walk:

• More than 48 hours’ notice: A full refund or rollover will be issued.

• Less than 48 hours’ notice: The full service fee will be charged.

Pet Taxi:

• More than 48 hours’ notice: A full refund will be issued.

• Less than 48 hours’ notice: The full service fee will be charged.

Day Sitting:

• More than 48 hours’ notice: A full refund will be issued.

• Less than 48 hours’ notice: The full service fee will be charged.

Weather-Related and Walker/Sitter Cancellations:

• If services are missed due to extreme weather conditions (e.g., high heat, thunderstorms, or heavy snow) or if the walker/sitter must cancel due to an emergency or personal issue, payments will be rolled over to a future visit.

• If you would prefer a refund instead of a rescheduled visit, we can provide one upon request.

 

Scheduling Windows

• All walks and visits are scheduled within a 1–2 hour window, unless a specific time has been confirmed in advance.

 

Travel & Extended Absence

• For client trips lasting 3+ days, we require at least 48 hours’ notice.

• Ensure your pet profile includes updated emergency contacts and veterinary info.

• You must have a billing card on file with your vet to ensure emergency medical treatment can be authorized without delay.

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Safety

• All pets must be up-to-date on vaccinations and flea/tick prevention

• Dogs must wear a secure collar or harness with ID tags

• No retractable leashes — please provide a flat leash

• Service may be refused if your pet shows signs of illness or aggression

• For group trail walks, all dogs must be leashed, well-socialized, and non-reactive to people or other animals.

 

Access & Home Security

• We require reliable home access via key, lockbox, or smart lock.

• Keep your access instructions up to date in Time To Pet.

• A $10 fee applies for failed entry (e.g., incorrect codes or missing keys).

• We do not enter homes where unapproved individuals are present during visits.

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Cameras:

• We respect your right to have security cameras in your home. For privacy, we ask that no cameras be placed in bathrooms or areas where team members change or sleep (for overnight services). If cameras are present, they must be disclosed in your client profile.

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Lockbox Policy

• We provide lockboxes free of charge to all clients who supply a key.

• Lockboxes ensure secure, consistent access for our team — especially during schedule changes or emergencies.

• If you prefer your own lockbox or smart lock, that’s no problem — just ensure your access info is current and accurate.

 

Liability

• We do not share pet care responsibilities with anyone outside the Pawnder team.

• If others are entering your home or caring for your pet during our scheduled window, Pawnder Pet Care is not responsible for any incidents, damages, or injuries that occur when individuals outside our team are present or providing care.

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Medical Emergencies

• In case of an emergency, we will take your pet to your designated vet or the nearest emergency clinic

• We’ll contact you immediately — if unreachable, we’ll act in your pet’s best interest

• All medical costs must be reimbursed in full by the client

 

Meet & Greet Requirement

• A free Meet & Greet is required before starting service.

• This lets us get to know your pet, routine, and any special needs.

 

Updates & Privacy

• You’ll receive visit updates and photos via Time To Pet

• Your personal info and keys are kept secure and confidential

• We may share your pet’s photos on social media — let us know if you'd like to opt out

 

Pets with Special Needs

If your pet has any medical, behavioral, or special care needs (including but not limited to medications, dietary restrictions, medical conditions, or behavioral issues such as anxiety or aggression), it is the client’s responsibility to disclose this information prior to booking services. Failure to provide complete information regarding your pet’s special needs could result in the inability to provide care or cause harm to your pet or our staff.

Special Care Requirements:

• If your pet requires medications or specific medical treatments, these must be clearly outlined in the pet’s profile and communicated to your walker or sitter.

• For pets with behavioral issues (e.g., aggression, fear of other animals, severe separation anxiety), Pawnder Pet Care reserves the right to assess the safety and suitability of our services. We may refuse service or suggest alternative care options (e.g., solo walks, specialized care, or additional training) based on the severity of the issue.

Ongoing Updates:

Please ensure that any updates to your pet's health, behavior, or special needs are immediately communicated to us, so we can continue to provide the highest level of care and safety.​

 

Pet Profile & Information Updates

• Please keep your pet's profile updated with any new medical conditions, behavioral changes, or important notes. This ensures we provide the best care possible for your pet!

 

Emergency Contact Info

• Please provide a secondary emergency contact in case we cannot reach you during a visit. This person should be familiar with your pet’s routine and medical information.

 

Vaccination Requirements

• All pets must be up-to-date on the following vaccinations:

  • Rabies

  • Distemper

  • Bordetella (Kennel Cough)

  • Canine Influenza

• Please provide proof of vaccinations upon request.

 

Food, Medication, and Special Instructions

• If your pet requires specific food, medications, or special care instructions during visits, please specify these details in your pet’s profile.

 

Group Walk Behavior

• To ensure a pleasant experience for all pets, we ask that dogs participating in group walks are non-aggressive, social, and able to walk in a group without excessive barking or pulling. If your dog has behavioral concerns, please let us know ahead of time so we can plan accordingly.

• All dogs must be leashed, well-socialized, and non-reactive to people or other animals.

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Weather Policy

• In extreme weather conditions (e.g., high heat, thunderstorms, or heavy snow), services may be adjusted for the safety of your pet.

• We will notify you in advance if any changes are required to your scheduled services.

 

Service Interruptions/Delays

• In the event of a delay or service interruption (e.g., traffic, emergencies), we will notify you as soon as possible and work to reschedule services or make adjustments.

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Employee Consistency

• We understand how important it is for your pet to have consistent care. While we try to keep the same walker scheduled with your pet, there may be occasions when another team member needs to step in due to unforeseen circumstances. We assure you that all of our employees are trained to provide the highest level of care for your pet.

 

Risk Acknowledgement

• While we do everything possible to keep your pets safe and happy, Pawnder Pet Care is not liable for any illness or injuries that may occur during the following services:

  • Trail Walks

  • Solo Dog Walks

  • Dog Park Visits

  • Pet Taxi Services

  • Drop-In Visits

• All pets participating in these services must be healthy, well-socialized (when applicable), and physically capable.

• Please share any medical or behavioral concerns in advance so we can tailor our care accordingly.

✅ Agreement

By using Pawnder Pet Care, you agree to abide by all policies outlined above.
For any questions, updates to your profile, or special requests, reach out via the Time To Pet app.