OUR POLICIES
Cancellations:
Boarding & House Sitting: If you need to cancel or modify one or all of your upcoming services please give us a Three Business Days notice to avoid a cancelation fee. If notice is given less than three business days please be advised there is a cancelation fee equal to 50% of the total cost of the stay, up to one week. If cancellation is made the same day a 100% cancelation fee will apply, up to one week. For one night stays a two night minimum charge will apply. These fees are non-negotiable.
* During the holidays, all overnight services are required to cancel or modified at least Seven Business Days prior to your scheduled service. If canceled after the seven business day period a 50% fee of the total stay will apply (up to one week). If cancellation is made the same day a 100% cancelation fee will apply, up to one week. For one night stays a two night minimum charge will apply.
Grooming: If you need to cancel your grooming appointment please give us a by end of business the previous business day of cancellation. If notice is given after our office is closed or if an appointment is missed a 75% cancellation fee will apply for each pet (this amount is dependent on package and dog size selected when the original appointment was scheduled). If you need to reschedule there is no fee but notice must be given within 12 hours of an appointment. If the second appointment is missed, rescheduled, or canceled a 100% cancellation fee will be applied (this amount is dependent on package and dog size selected when the original appointment was scheduled).
Dog Walking, Drop-In Visits, Day Care, Taxi, & All Day Services:
If you need to cancel or modify one or more of these services please give us notice by the end of the previous business day, before the visit begins. If notice is given after the previous business day the full fee of the service applies.
Packages: All package sales are final. Any package sales that are not used to their entirety or any unused services will not be refunded. All packages must be used within 30 days after purchase.
Policies to Know:
* Even though we provide services on Saturday, Sunday, & Holidays they are not considered apart of the business work week. Please check our office hours, holiday schedule, and our policy page to avoid or realize fees which could be incurred before scheduling or canceling a service, and ensure availability.
* For boarding, daycare, and grooming we will not allow your pet to leave with anyone else besides you or an individual authorized by you. If you need someone else to pick your pet up, you will need to notify us via e-mail, phone, or in-person and in advance.
* For social services all dogs must be spayed or neutered once they are 8 months of age. Dogs are required to be up to date on flea and tick preventative & vaccines. PP&C will not be held liable for any and all expenses and/or damages incurred by PP&C as a result of that failure. All dogs must have a behavioral evaluation prior to social service admittance (this can be done with a meet & greet).
*For overnight services we encourage a two night minimum but do offer one night stays for an additional price.
* If payment was already made we will credit your account with the appropriate billing amount if rescheduled or canceled during our policies time frames.
* Cancelation of services which have already begun there is no refund. We have reserved an allotted time for your pet(s) care and cannot issue a refund.
* Requests made for the same-day or after office hours are subject to a $10 surcharge for day services and $25 for overnight night care with the already agreed upon service pricing. New clients are taken on a case by case scenario.
* For early drop-offs and late pick ups there is a $15 charge for up to 30 minutes past closing or 30 minutes prior to opening. This time frame applies to doggy day care and boarding services. For earlier or later pick up/ drop off we encourage the use of our pet taxi and you may purchase additional day or night. Please ask management what the best option is for your schedule!
* Walks & Visits are available in 2-3 hour scheduled blocks. Please allow us enough time to complete our visits as different factors may play a roll in not being able to be available at your requested time or time block. If a certain time is requested in the portal we will do our best to accommodate your requested time but we cannot guarantee it. If we are straying too far away from your schedule time block we will reach out with a more accurate eta and explanation of our tardiness. Below are our listed time frames:
Walks & Drop In Visits
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Early Morning: 7 am- 9 am
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Morning: 9 am- 11 am
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Afternoon: 11 am- 2pm
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Late Afternoon: 2 pm- 5 pm
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Evening: 5 pm- 8 pm
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Late Evening: 8 pm- 10 pm
Taxi Services Time Frames (Varies Depending on Day of Week):
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Morning: Taxi 7 am- 10 am
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Afternoon: 11 am- 2 pm
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Late Afternoon: 2 pm- 5 pm
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Evening: 5 pm- 8 pm
Service Hours: (Drop off/Pick up must be pre-scheduled during the times below)
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Monday 8a- 7p
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Tuesday 8a- 7p
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Wednesday 8a- 7p
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Thursday 8a- 7p
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Friday 8a- 7p
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Saturday 8a- 5p
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Sunday 8a- 5p
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Holidays 8a-5p
* During the holiday, a holiday rate goes into effect. For each night of boarding or house sitting there is a $15 surcharge and a $5 surcharge for all our other services. These fees are subject to additional days outside the holidays (i.e. if a holiday falls on a Monday generally the weekend prior also incurs a holiday fee).
2023/2024 Holidays
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Easter: April 7th-April 10th
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Memorial Day: May 26th-May 30th
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4th of July: June 30th-July 5th
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Labor Day: September 1st-September 5th
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Columbus Day: October 6th-October 10th
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Thanksgiving: November 22nd-26th
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Christmas and New Years: December 22nd- January 2nd, 2024
* All cancelations are not complete until you receive a cancelation notification from management.
We understand unforeseen circumstances happen and we're here to accommodate to those last-minute requests and cancellations!
Meet & Greets: A Meet & Greet is required before you are able to schedule any of our pet care services. There is a $25 charge for your first Meet & Greet. However, the charge will be credited to your first invoice created within 60 days from the deposit. This charge is not refundable.
If you would like to arrange an additional meet and greet with one of our sitters because you've added a new pet member, or if you think your pet needs a refresher we can provide an additional Meet & Greet with a charge of a non-refundable $25.0o fee. Any additional meet and greets will NOT be credited. This service can last up to 30 minutes. Processing fees will apply.
Recommended Vaccines for Dogs:
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Borrelia Burgdorferi
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Leptospira Bacteria
Recommended Vaccines for Cats:
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Panleukopenia (Distemper)
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Feline Calicivirus
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Feline Herpesvirus Type I
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Feline Leukemia Virus
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Bordetella
Vaccinations & Medications:
For the safety of your pet and others, all pets must be vaccinated and have tick/ flea prevention. Proof of vaccines records can be uploaded and maintained through your portal account. If pets are not up to date on required vaccinations and prevention we will be unable to accept your request. Proof of vaccines and boosters are required and must be administered by a licensed veterinarian (self-administered shots are not acceptable). You can contact your veterinarian for your pets vaccine certifications and they can forward it to our email.
Please speak to your preferred veterinarian for more information regarding your pets care and risks. If you have a pet other than a dog or cat please check with your veterinarian for proper preventative care.
Required Vaccines for Dogs:
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Rabies
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DHPP
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Bordetella Bronchiseptica
Required Vaccines for Cats:
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Rabies
* If your pet requires daily, weekly, or monthly medication during their stay with us please fill out the required forms so our pet care team has the authority to administer your pet's medication properly. A surcharge may apply for us to administer medication during their stay with us.
We currently are unable to provide injectable medications.
Key Policy:
* For all our dog walking and pet sitting clients, there is a two (2) key requirement or you may use a lockbox. If you are in need of a lockbox we offer lockboxes for a one time fee of $25 and the box it is yours to keep!
* If you choose to allow us to hold onto your key(s), one will be given to your trusted sitter for the day of the requested services while we keep a spare set of key(s) locked away at the office in the event of an emergency. While keys are not in use, both copies will be in our lockbox. We will pick up the keys during our primary meet and greet. If you cannot provide us with two sets of keys then we will charge a $15 fee to pick up the key(s) and arrange a pickup time or you may arrange a time with us to drop off the key(s) to an agreed-upon location.
Ways to Pay
* Invoices must be paid prior to any service. If services are added on your invoice while your pet is in our care or inside of our cancelation policy, the charges will be due at the time of creation. New clients must pay their bill in full via the portal as a credit will not be extended out to new customers. New clients are customers who have had five or less direct stays with us. If a payment is not made prior to services, we will automatically charge your card prior to your services with us.
For existing clients who wish to pay in cash must have had at least five services with us (i.e. with no payment issues). For all other clients services must be made by the end of business the previous day before any services begin when paying through the portal. Payment can be made through your created account with us or if you intend to pay with cash the payment can be made on your first service day. You can also check your "Time to Pet" account for any unpaid invoices. An 8% processing fee will be applied to any invoice paid through the portal. If paying in cash the processing fee will be waived.
If a payment plan or a different bill due date is needed please reach out to management (this only applies to existing clients). Regardless of how you pay a credit card is required to be on file.
Invoices are automatically generated in the portal but can be sent to you per request via email. When invoices close they are no visible through the portal but can be sent to you via email by request only.
If a payment plan or a different bill due date is needed please reach out to management (this only applies to long term existing clients). Regardless of how you pay a credit card is required to be on file.
For regular scheduled weekly walks or visits payment is due on the last day of your service of the week (i.e. if your pup is seen every Monday & Wednesday payment would be due on that Wednesday). Late fees are subject to a $10.00 fee each day the full payment is not made (up to one week). Any outstanding balances remaining after sixty (60) days will be turned over to a collections agency and may result in legal action. You agree to be fully liable for any and all costs incurred by PP&C as the result of such an event.
Tipping is allowed and can be done through the portal or by cash.
Please note offers may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Promotions have no cash value. Offers cannot be sold or otherwise bartered. Clients must pay all applicable sales tax.
Additional Policies:
All clients are Required to agree to our Pet Care and Grooming Agreement before the beginning of any of our services. This agreement can be signed by using your online portal. All vaccines must be up to date during the time of your pet's care or a late cancellation fee may apply. In conjunction with the policies listed on our webpage there is a list of our additional policies in the portal which require an e-signature. These forms are required to be filled out with our Time to Pet app or in person before a pets first service.
Clients are responsible to review their stay on our Time to Pet application to ensure accuracy. Philly's Paws & Claws is not responsible for any lapse or error in your pet care dates or times.
*Please be advised these policies can change at any time with or without written notice. For updates please log in to your Time to Pet account to review our Portal Message.
If you have any questions about our policies or if you would like to see our Full Pet Care Agreement you may reach out to us at any time!