Booking, Scheduling, and Availability
How do I request a booking?
You can submit a request through our contact form, by email, or by text. We’ll follow up to confirm availability, gather details, and outline next steps.
Is my booking reserved once I inquire?
Not yet. Bookings are first-confirmed, first-served. Your dates are officially confirmed once Pine & Paws confirms the booking and the required payment (full payment or deposit, depending on the service) is received.
Do you require deposits?
For stays of 7 nights or longer, a deposit may be required to hold your reservation. Deposits are applied toward your final total, and the amount and due date will be confirmed before booking.
Can I adjust my booking after it’s confirmed?
Yes, as long as the request is made outside the non-refundable window. Changes made closer to the start date may incur fees or may not be possible due to staffing and scheduling.
Payments and Fees
What forms of payment do you accept?
We accept: - Cash (no fees) - Zelle (no fees) - Venmo Business (processing fee applies) - Credit or debit via Square (processing fee applies)
When is payment due?
Payment timing depends on the service and payment method. Some bookings require full payment at confirmation, while others may require a deposit first. All payment requirements will be clearly communicated before booking.
Why is there an extended care fee on the last day?
Boarding and house sitting include up to 24 hours of care from the drop-off or arrival time, with a complimentary 1-hour grace period. If pick-up extends beyond that window, Extended Care fees apply. Extended Care is calculated based on total time in care, not calendar days, and helps us ensure safe supervision and scheduling.
Do you charge holiday rates?
Yes. Holidays and holiday weekends are high-demand periods. Boarding & house sitting: +$15 per night Walks & drop-ins: +$10 per visit Holiday rates apply on major holidays and holiday weekends (Friday–Sunday).
Drop-Off and Pick-Up
How do drop-off and pick-up times work for boarding?
Your stay begins at the time of drop-off and covers up to 24 hours. A 1-hour grace period is included. Pick-ups beyond that window may incur Extended Care fees.
Please text us as soon as you know. Late pick-ups without notice may be billed automatically, and after-hours pick-up is not guaranteed.
What if I’m running late?
Day Care and Walks
What are your day care hours?
Standard day care hours are 8:00 AM to 5:00 PM, currently offered on Tuesdays and Thursdays for recurring clients. Other days may be available on a non-recurring basis, pending availability. Early drop-off and late pick-up options may be available for an additional fee when scheduling allows.
Health and Safety
What vaccinations are required?
Dogs: Rabies, DHPP, Bordetella Cats: Rabies, FVRCP Proof of current vaccinations is required before your first service.
Do pets need flea and tick prevention?
Yes. All pets must be on active flea, tick, and parasite prevention appropriate for their age and species.
What if my pet becomes sick right before a visit?
Please notify us as soon as possible. For safety, we cannot accept pets showing signs of contagious illness such as vomiting, diarrhea, coughing, or lethargy.
Cancellations and Refunds
What is your cancellation policy?
Long-Term Bookings (7 nights or more): More than 7 days before start: refund or credit (minus processing fees) 4–7 days before start: credit only Within 4 days: non-refundable Short-Term Bookings (walks, drop-ins, daycare, single overnights): More than 48 hours before start: refund or credit (minus fees) 24–48 hours: credit only Within 24 hours: non-refundable
Do you offer refunds for early returns?
No. Early returns do not reduce or refund fees, as your reservation prevented us from booking those dates for another client. If we’re able to rebook the remaining time, a credit may be offered at our discretion.
What if I need to reschedule?
Rescheduling is allowed outside the non-refundable window and is subject to availability. Last-minute changes may incur a rescheduling fee.
Field Trips and Add-On Services
What exactly is a Field Trip?
A Field Trip is a tailored outing such as a nature trail walk, park visit, or forest stroll. Trips are on-leash unless otherwise agreed upon in advance.
Can weather affect add-on services?
Yes. For safety, outdoor add-ons may be shortened, adjusted, or rescheduled during extreme weather conditions.
How do I add extra services?
Let us know during booking or before your scheduled service. We’ll add it to your reservation if availability allows.
Home Access and Security
Do you allow sitters to have guests during house sitting?
No. For safety, privacy, and insurance reasons, we do not allow guests inside client homes.
Do you allow cameras?
Yes, but please let us know if cameras are present so we’re aware of monitored areas and can respect privacy where appropriate.
Liability and Safety
What if my dog causes damage or injures someone?
Owners are responsible for any damage or injury caused by their pet. We reserve the right to stop or modify service if your pet’s behavior becomes unsafe.
Can you refuse service?
Yes. Pine & Paws Pet Care reserves the right to refuse or discontinue service at any time and for any reason, including but not limited to: • Safety concerns • Aggressive or unpredictable behavior • Illness or health risks • Unsafe or unsanitary home conditions • Lack of required vaccinations • Nonpayment or payment disputes • Repeated schedule changes or policy violations • Any situation that prevents us from delivering safe and quality care We always aim to be fair and transparent, but we must prioritize the safety of pets, our team, and our other clients.