PINE & PAWS PET CARE
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 payment requirements are met.
When is my booking officially confirmed?
Your booking is confirmed once Pine & Paws has confirmed availability and the required payment has been received. Pending requests are not guaranteed and may be booked by another client until payment is complete.
Do you require deposits?
Most bookings require full payment at the time of booking. Stays of 7 nights or longer may require a deposit 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?
Possibly, depending on timing and availability. Changes requested before the non-refundable period can typically be accommodated when our schedule allows. Last-minute changes may incur a rescheduling fee or may be treated as a cancellation, depending on timing and availability.
Payments and Fees
What forms of payment do you accept?
We accept: Cash Zelle Venmo Business Credit or debit via Square Processing fees may apply depending on the payment method. Zelle and cash do not have processing fees.
When is payment due?
Full payment is required at the time of booking to secure your reservation, unless a deposit arrangement has been approved for a longer stay. A booking is confirmed once payment is received.
Are processing fees refundable?
No. Processing fees and any third-party transaction fees are non-refundable.
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 may apply. Extended Care is calculated based on total time in care, not calendar days. This helps us ensure safe supervision, accurate scheduling, and fair compensation for longer care days.
Do you charge holiday rates?
Yes. Holidays and holiday weekends are high-demand periods. Boarding and house sitting: +$15 per night Walks and drop-ins: +$10 per visit Holiday rates apply on major holidays and holiday weekends. Your total will always be confirmed before booking.
What is the Additional Care Fee?
Some pets need extra time, supervision, or support to feel safe and comfortable during their booking. The Additional Care Fee is +$10 and may apply to puppies, senior pets, pets needing frequent potty breaks, mobility support, medication or routine support, extra supervision, extra cleanup, or any situation that requires care beyond a typical booking. Boarding and house sitting: +$10 per night Day care: +$10 per day Walks and drop-ins: Not typically applied unless extra care is needed beyond a standard visit When possible, we’ll discuss this fee before confirming the booking so everything is clear upfront
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 of care, with a complimentary 1-hour grace period. Pick-ups beyond that window may incur Extended Care fees.
What if I’m running late?
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. Late arrivals may shorten the visit length and do not change the service total. Late pickups may result in additional charges unless prearranged.
What if I pick up early?
Once care has started, early pickups and unused reserved time are non-refundable, because that time was reserved specifically for your pet and prevented us from accepting other bookings. If we are able to rebook the remaining time, a credit may be offered at Pine & Paws’ discretion.
Health and Safety
What vaccinations are required?
Dogs: Rabies, DHPP, and Bordetella Cats: Rabies and FVRCP Proof of current vaccinations must be provided before your pet’s first service. Puppies and kittens must be fully vaccinated for their age before attending certain services such as boarding or daycare.
Do pets need flea and tick prevention?
Yes. Pets should be on regular flea, tick, and parasite prevention appropriate for their age and species. Proof may be requested.
What if my pet becomes sick right before a visit?
Please notify us as soon as possible. For safety, pets showing signs of illness may have their service rescheduled, adjusted, or refused. Symptoms may include vomiting, diarrhea, coughing, sneezing, lethargy, appetite changes, signs of pain, limping, skin issues, or parasites.
Cancellations and Refunds
What is your cancellation policy?
Because each booking reserves dedicated time and space for your pet, cancellations are handled according to the timing of the request. Long-Term Bookings This includes bookings of 5 or more days and recurring services. 7 or more days’ notice before the service start time: Full refund or credit for future services, minus processing fees 5 to 6 days’ notice before the service start time: Credit for future services, minus processing fees Less than 5 days’ notice before the service start time: Non-refundable Short-Term Bookings This includes bookings of 4 days or fewer, including daycare, single overnights, walks, and drop-ins. 48 or more hours’ notice before the service start time: Full refund or credit for future services, minus processing fees 24 to 47 hours’ notice before the service start time: Credit for future services, minus processing fees Less than 24 hours’ notice before the service start time: Non-refundable
Do you offer refunds for early returns?
Once care has started, early returns, early pickups, and unused reserved time are not refundable, because that time was reserved specifically for your pet and prevented us from accepting other bookings. If we are able to rebook the remaining time, a credit may be offered at Pine & Paws’ discretion.
What if I need to reschedule?
Rescheduling requests made before the non-refundable period can typically be accommodated based on availability. Last-minute changes may incur a rescheduling fee or may be treated as a cancellation, depending on timing and availability.
Add-On Services
Can weather affect add-on services?
Yes. For safety, outdoor add-ons may be shortened, adjusted, or rescheduled during extreme weather conditions, including excessive heat, snow, ice, storms, or hazardous air quality.
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.
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.