Booking, Scheduling, and Availability
How do I request a booking?
You can submit a request via our contact form, email, or text. We’ll follow up with availability, details, and next steps.
Is my booking reserved once I inquire?
Not yet. Bookings are first-paid, first-served. Your dates are officially confirmed once payment is received.
Do you require deposits?
For stays of 7 nights or longer, a deposit may be required to secure your reservation. Deposits are applied toward your final payment.
Can I adjust my booking after it’s confirmed?
Yes, as long as you are outside the non-refundable window. Inside that window, fees may apply due to scheduling and staffing.
Payments and Fees
What forms of payment do you accept?
We accept: - Cash - Zelle - Venmo Business (processing fee applies) - Credit or debit cards via Square (processing fee applies)
Why is there an extended care fee on the last day?
Boarding and house sitting cover up to 24 hours from arrival time with a 1-hour grace period. If pickup exceeds that window, extended care fees apply. Daycare extended hours (before 8 AM or after 5 PM) also have an additional fee of $10 per early or late window when scheduling allows.
Do you charge holiday rates?
Yes. Holidays and holiday weekends include a +$15 per night fee. This allows us to guarantee staffing and availability during high-demand periods.
Drop-Off and Pick-Up
How do drop-off and pick-up times work for boarding?
Your stay begins at the time you drop off and covers up to 24 hours. If pick-up exceeds that window (plus the 2-hour grace period), extended care fees apply.
No problem, but please text us as soon as you know. Unplanned late pickups may incur extended care fees automatically.
What if I’m running late?
Why can't I ring the doorbell or knock on the door on arrival?
To keep all dogs in our home calm and safe, we ask that clients do not ring the doorbell or knock when arriving. Doorbells and knocking can trigger excitement, barking, reactivity, or crowding at the door, especially when multiple dogs are present. For everyone’s safety, we use a quiet, controlled entry process. This helps us: • Prevent dogs from rushing the door or trying to slip out • Avoid overstimulation or chaotic greetings • Maintain a calm, predictable environment for all dogs in our care Instead, we ask that you text us when you arrive and wait for us to come out and greet you or bring your dog out to you. This allows us to secure the environment, separate dogs if needed, and ensure a smooth, safe handoff every time.
Day Care and Walks
What are your day care hours?
Standard hours are 8 AM to 6 PM on Tuesday and Thursdays recurring. Other days available on a non-recurring basis pending availability Early drop-off (6 to 8 AM) and late pick-up (7 to 9 PM) are available for + $10 when scheduling allows.
Health and Safety
What vaccinations are required?
Dogs: Rabies, DHPP, Bordetella Cats: Rabies, FVRCP Proof of vaccination is required before your first booking.
Do pets need flea and tick prevention?
Yes. All pets must be on active prevention.
What if my pet becomes sick right before a visit?
Please contact us as soon as possible. We cannot accept pets with contagious symptoms like vomiting, diarrhea, or coughing.
Cancellations and Refunds
What is your cancellation policy?
Long-Term Bookings (7 nights or more): • More than 5 days before start: Refund or credit (minus processing fees) • Within 5 days: Non-refundable Short-Term Bookings: • More than 48 hours before start: Refund or credit (minus fees) • Within 48 hours: Non-refundable
Do you offer refunds for early returns?
No. Early returns do not reduce or refund service fees because we reserve that time exclusively for your pet.
What if I need to reschedule?
If you are outside the non-refundable period, we can usually reschedule based on availability.
Field Trips and Add-On Services
What exactly is a Field Trip?
A field trip is a tailored adventure such as a nature trail walk, park visit, or easy forest hike. All field trips are on-leash unless we have agreed otherwise.
Can weather affect add-on services?
Yes. For safety, outdoor add-ons may be shortened, moved, or rescheduled during severe weather.
How do I add extra services?
Let us know during booking or anytime before your appointment. We’ll add the upgrade to your reservation.
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 use cameras?
Some homes have indoor or outdoor cameras. Please notify us if you have cameras in the home so we can be aware and respectful of monitored areas.
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.