Your Questions, Answered
Whether you’re a first-time client, or you've been around for years, these frequently asked questions are here to help.
Booking and Logistics:
About My Pet:
Overnight Care:
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What does a typical day look like when you provide overnight care?
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My dogs like to sleep in bed with a human, do you allow that?
Booking & Logistics
What is your cancellation policy?
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Overnight care:
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No fee: If cancelled by 12 PM at least 7 days before the booking start date, or at least 14 days when booking includes a holiday.
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50% fee: For the first 7 days of the booking if canceled after the 7-day deadline, or if cancelled after the 14-day deadline when booking includes a holiday. No fee for any remaining days.
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Visits & walks:
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No fee: If canceled at least 24 hours in advance, or at least 72 hours when booking includes a holiday.
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50% fee: If canceled less than 24 hours in advance, or less than 72 hours when booking includes a holiday.
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Ending a booking early: If you end a booking early, before the scheduled end date, no refunds or credits will be issued for the unused days. Availability for other clients was limited in order to accommodate your booking, thank you for understanding.
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Reiki:
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Cancellations made at least 24 hours in advance will receive a full refund or may be rescheduled.
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Cancellations made less than 24 hours in advance will incur a 50% fee.
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How far in advance should I book?
The more notice the better! For walks and visits, we have more flexibility, but we still appreciate advance notice. For overnight care, we recommend booking at least 4 weeks ahead, and at least 2 months ahead for bookings during our busiest months (May through September and December).
First-time clients booking overnight care should book at least one walk or visit beforehand to help your dog get comfortable with us and ensure all goes smoothly while you're away.
Do you work with all dog breeds?
Yes. We welcome all breeds. However, there are certain behaviors and weight limits we don't work with. Please see the Service Restriction section for details.
How long are your visits and walks?
Visits and walks are 30 minutes, with the option to book longer. We always aim to stay the full duration unless you let us know otherwise. When booking without advance notice or for late-night visits (after 8:00 p.m.), we may offer a shorter visit rather than turn you away.
When I book a 30-minute walk, does that mean my dog walks for 30 minutes?
The thirty minutes begin when we enter your house. While we always aim to maximize walking time, factors like gearing up your dog, whether they need coaxing, managing alarms, etc. can reduce walking time. To maximize it, we recommend having their collar, harness, leash, and poop bags ready to go before we arrive.
What's the difference between a visit and a walk?
Visits focus on providing care and companionship within your home, they include a 10 min potty break. Walks focus on spending as much time walking as possible.
What should I have ready for a walk or visit?
To maximize time, please have all their gear easily accessible when we arrive. This includes a harness, collar with ID tag, leash, poop bags, and treats. In colder or wet weather, a jacket, coat, boots, towel, etc.
Do you send updates?
Yes. We aim to always send a report after each service unless you prefer otherwise. For overnight care, we send one daily update unless you prefer otherwise.
Will I always have the same caregiver?
We do our best to maintain consistency, but this depends on availability. If your preferred caregiver isn't available, rather than turning you away, one of our other caregivers will be suggested, but you always have the final say. We're a small, carefully selected team. Learn about us here.
Are you insured?
Yes! Paws & Pads is fully insured through Pet Sitters Associates, one of the most trusted insurance providers in the pet care industry.
What app or platform do you use for booking?
We keep it simple. Just reach out to Dani directly.
How do I get started as a new client?
Simple. Fill out the contact form. Keep an eye on your spam folder, Dani will reach out to schedule an intro call to review your pet’s needs and to schedule a meet & greet.
About My Pet
Do you work with cats or other animals?
Yes! In addition to dogs, we work with cats, fish, birds, and other small animals. Please make sure every animal in your household is included when booking.
My dog is reactive/anxious, can you still help?
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Anxiety: Absolutely. We're happy to take a gentle, patient approach. If your dog is wary of strangers, we recommend booking several visits before overnight care to make the transition easier.
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Reactivity: We don't work with pets who are aggressive towards people, or dogs over 20 lbs who are reactive to other dogs during walks.
For the full list of behaviors we can't accommodate, see our Service Restriction section.
My dog needs help with stairs or walking. Is that ok?
Yes. We are happy to help dogs with mobility issues. However, depending on their weight, carrying them may not be an option. Please notify us before booking to confirm if it's something we can assist with.
Can you administer medication?
It depends on the type of medication and the caregiver. Please review our list of health-related services we can assist with here, and let us know your pet's needs before booking to confirm if we're able to assist.
What happens if my pet has a medical emergency?
Before your first booking, please provide your vet's information along with a 24/7 emergency clinic. In the event of an emergency, you will be notified immediately. If time is critical, we will go directly to the nearest clinic and contact you en route.
Overnight Care
What does a typical day look like when you provide overnight care?
In addition to spending the night with your pet, we are also with them during the day. Please note that overnight care does not mean continuous 24/7 care. We come and go as needed throughout the day, but always strive to follow your pet's routine as closely as possible while ensuring they receive plenty of love and attention. We work best with pets who can comfortably be alone for 4-5 hours.
My dogs like to sleep in bed with a human, is that ok?
Yes! As long as they’re free from ticks, fleas, mites, etc.
What should I have for you when you stay in my home?
Just the basics: a bed with clean linens, a towel, shower access, a kitchen with basic cookware, and the ability to adjust the thermostat as needed. For stays longer than 5 days, access to a washer/dryer is appreciated.
Food is not expected. I follow a vegan and gluten-free diet, so I typically plan my own meals.
Do you grab the mail when providing overnight care?
Yes. Mail collection is complimentary upon request. Additional house-related tasks may also be available, some complimentary, others with a small fee. See the list of "What's Included" and the "Add-On Services" in the services page for details. Please notify us of any house-related tasks before booking.