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Terms of Service

Pawsh Pet AuPairs Terms of Service

 

Purpose and Scope

These policies outline the terms and conditions under which Pawsh Pet auPairs provides pet care services. They are intended to ensure clear understanding, consistency, and the highest standards of care. By scheduling services with Pawsh Pet auPairs, clients acknowledge and agree to these policies. Policies are subject to periodic updates, and the most current version will always apply.

 

Payments

Deposit and Balance

    • A 50% deposit is due at the time of scheduling Multi night Overnight or Live-In services.

    • The remaining balance is due on the first day of service.

    • For recurring services such as daily dog walking, payment is due at the beginning of each week unless other arrangements have been made in writing.

Accepted Payment Methods

    • Payment may be made through your client portal via credit card, debit card, or ACH transfer.

    • Clients may also pay by check, payable to Pawsh Pet auPairs.

    • There is a $35 fee for any returned checks.

Late or Declined Payments

    • Payments not received within 48 hours of the due date may incur a late fee of $25 and must be resolved before future services can be scheduled.

    • Clients are responsible for any fees incurred due to returned or disputed payments.

Tips

    • Tips are optional and may be added at the time of payment of the final invoice for service.

    • Once an invoice has been paid in full, any additional tips may be provided via cash or Venmo @pawshpetaupairs.

 

Cancellation

We understand that plans can change, and we do our best to be flexible while ensuring fairness for all clients and team members.

Change Requests

    • To avoid cancellation fees, schedule adjustments or date changes should be submitted through your client portal (the app) as soon as possible.

    • If you must cancel a scheduled service, please text 412-356-9921 and include your name and your pet’s name in the message.

For In-home 12 and 24 hour pet sitting services:

    • With 1 week notice prior to start of service, the client will receive a full refund or credit of all funds paid.

    • Less than 1 week notice, the client will receive 50% of all funds paid as a refund or credit.

    • Same-day cancellation will not receive any refund, and client may be responsible for up to half of any balance due.

For daily services, like dog-walking or drop-in care:

    • With 48 hours’ notice, the client will receive a full refund or credit of all funds paid.

    • With 24-48 hours’ notice, the client will receive 50% of all funds paid as a refund or credit.

    • Same-day cancellation no refunds are given, and client is responsible for the full day of services scheduled.

Holiday Periods

    • Due to high demand during holidays, bookings that include major holidays (e.g., Thanksgiving, Christmas, New Year’s, Easter, Memorial Day, July 4th, and Labor Day) are subject to a non-refundable deposit and may require extended notice for cancellations.

    • Cancellations made less than two weeks prior to the start of a holiday booking will not receive a refund or credit.

 

Photographs

Pawsh Pet auPairs may take photographs of clients’ pets during visits for the purposes of sharing pet care updates, celebrating pets as part of the Pawsh community, and promoting services. These photographs may be used in, but are not limited to, the following:

    • Client visit reports or updates shared through the app

    • Social media platforms (e.g., Instagram, Facebook)

    • The Pawsh Pet auPairs website and blog

    • Printed or digital marketing materials, including advertisements, brochures, and email newsletters

 

Privacy Protection

All reasonable precautions are taken to protect client privacy. Pawsh Pet auPairs ensures that photographs do not display identifying details such as house numbers, street signs, license plates, or personal information visible in the background.

 

Consent

The client’s consent to use photographs of their pet is indicated in their client profile. Clients may change or withdraw consent at any time by updating their profile or notifying Pawsh Pet auPairs in writing at tami@pawshpetaupairs.com.

 

General Communications

Pawsh Pet auPairs communicates with clients primarily through the app messaging system, text message, email, and phone. The client agrees to maintain current contact information within their client profile and to review messages for confirmations, updates, or important notifications related to services.

 

1. Communication Channels

    • The App messaging is the preferred method for non-urgent communication, scheduling, future booking requests, and updates.

    • Text message or phone call should be used for time-sensitive or urgent matters requiring immediate attention.

    • Email may be used for general inquiries or administrative matters.

    • Pawsh Pet auPairs does not use social media messaging (e.g., Instagram, Facebook) for client communications.

 

2. Response Times

    • Messages received during regular business hours (8:00 AM–6:00 PM) will be answered as promptly as possible.

    • Messages received outside of business hours will be returned the next business day, unless related to an active visit or emergency.

 

3. Pet Owner Responsibility

The pet owner agrees to:

    • Keep contact information (phone number and email) up to date in their client portal.

    • Check for messages, confirmations, and visit updates regularly.

    • Notify Pawsh Pet auPairs promptly of any urgent issues related to pet care or scheduling.

 

Home Access and Security

  • The client agrees to provide Pawsh Pet auPairs with secure access to their home for scheduled visits. Access methods may include keys, lockboxes, or digital entry codes. Pawsh Pet auPairs will take all reasonable precautions to ensure the security of the client’s home and property.

  • Clients are responsible for ensuring all systems (alarms, locks, gates) are functioning properly. Pawsh Pet auPairs is not responsible for property damage or loss due to faulty equipment or other circumstances beyond our control.

 

Service Hours and Weather Conditions

Standard service hours are 6:00 AM – 9:00 PM daily. Walks or visits may be adjusted for safety during extreme weather (e.g., high heat, severe storms, snow/ice). If weather conditions make travel unsafe, services may be delayed or rescheduled at Pawsh Pet auPairs’ discretion.

 

Emergency and/or Natural Disaster

At Pawsh Pet auPairs, the safety and well-being of the pets in our care is our top priority. We have established the following policy to ensure we are prepared to respond appropriately in the event of an emergency or natural disaster while your pet is in our care.

 

Veterinary Care Authorization

    • The client authorizes Pawsh Pet auPairs to seek veterinary care for their pet in the event of illness, injury, or emergency while under our supervision. We will make every effort to contact the client or emergency contact before seeking care. If neither can be reached, Pawsh Pet auPairs is authorized to act in the pet’s best interest and obtain veterinary services as deemed necessary.

    • The client agrees to be responsible for all costs associated with veterinary treatment, including transportation. Pawsh Pet auPairs is not liable for the outcome of medical care provided under these circumstances.

 

1. Emergency Situations (Medical or Environmental)

If your pet experiences a medical emergency or is exposed to a sudden environmental hazard (e.g., gas leak, power outage, fire), we will:

    • Assess the situation and administer basic first aid if applicable and within our training.

    • Contact you immediately using the primary and secondary contact numbers you have provided.

    • If you are unreachable and urgent care is needed, we will transport your pet to the veterinarian you have designated, or to the nearest emergency veterinary clinic if time is critical.

    • All costs associated with emergency veterinary care will be the responsibility of the pet owner.

 

2. Natural Disasters (e.g., Floods, Severe Storms, Snow/Ice Events, Earthquakes)

In the event of a natural disaster:

    • We will make every effort to secure your pet’s safety and provide comfort until we are able to reach you or your emergency contact.

    • If conditions become unsafe for your pet to remain in your home, we will transport your pet to a pre-identified emergency location (e.g., our home base or a safe shelter), if possible and safe to do so.

    • We will remain in contact with you and/or your emergency contact throughout the event as communication allows.

 

3. Communication Protocol

    • Clients are required to provide up-to-date emergency contact information for themselves and at least one local emergency contact.

    • We will attempt to reach you first. If unreachable, we will contact your emergency contact for decisions regarding your pet’s care.

 

4. Continuity of Care

    • If we are personally unable to reach your pet due to blocked roads or safety risks, we will notify you and coordinate with a trusted, qualified backup caregiver (if available).

    • We recommend clients have a designated local emergency caregiver as part of their pet profile.

 

5. Pet Owner Responsibilities

To help us care for your pet in any emergency, we ask that you:

    • Keep all pet care information and emergency contacts current in our records.

    • Inform us of any medications, allergies, or medical conditions.

    • Discuss your preferred emergency veterinary clinic and any financial limitations for emergency care.

 

Pet Passing

At Pawsh Pet auPairs, we care for every animal as if they were our own. In the unfortunate and rare event that a pet passes away while in our care, we are committed to handling the situation with the utmost sensitivity, respect, and professionalism. All client’s with senior pets will be asked to fill out our Pet End-of-Life Care Preference form.

 

1. Immediate Response

If a pet passes away while under our supervision:

    • We will confirm the passing and ensure the pet is treated with dignity and respect.

    • We will notify the pet owner immediately using the primary contact information on file.

    • If the owner cannot be reached, we will contact the designated emergency contact person.

 

2. Veterinary Confirmation

    • If the passing is sudden or unexpected, and the situation permits, we will transport the pet to the owner’s preferred veterinary clinic or the nearest available clinic for confirmation of death and any necessary documentation.

    • If the pet was elderly or under palliative care, and death was anticipated, we will follow any previously discussed and documented wishes.

 

3. Aftercare Arrangements

We will follow the pet owner’s documented preferences for aftercare, which may include:

    • Transporting the pet to a designated veterinary office or pet cremation service.

    • Holding the pet in a safe, respectful manner until the owner or emergency contact arrives.

    • Coordinating with a pre-selected cremation or burial service, if applicable.

If no preferences are on file, we will make reasonable efforts to choose a reputable and compassionate service provider for temporary care or cremation until further direction is received.

 

4. Communication and Documentation

    • A detailed written account of the events leading up to the pet’s passing will be provided upon request.

    • Any veterinary records or communications related to the incident will be shared with the owner.

 

5. Client Preparedness

We strongly recommend clients provide the following in advance:

    • Emergency veterinary contact information.

    • End-of-life care wishes or plans, if applicable.

    • Preferred method of aftercare (e.g., cremation, burial, return of remains).

    • Authorization for Pawsh Pet auPairs to make time-sensitive decisions if the owner is unreachable.

 

We understand that pets are family.

If a beloved companion’s life comes to an end while in our care, we will do everything in our power to ensure they are honored with compassion, and that you are supported through the process.

 

Liability and Indemnification

Pawsh Pet auPairs agrees to provide services in a professional, reliable, and caring manner. However, Pawsh Pet auPairs shall not be liable for injury, loss, or death of any pet(s) or damage to property caused by pets under our care, except in cases of proven negligence or willful misconduct.

 

The client agrees to indemnify and hold harmless Pawsh Pet auPairs and its representatives from any and all liability, claims, or expenses arising from pet care services, including but not limited to bites, accidents, injuries, or transmission of disease.

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