Raleigh Pawz Policies

 Consultation Visit

  • Purpose: A meet-and-greet to ensure our services align with your pet's needs.
  • Fee: $37 for new clients.
  • Bonus: Your first booked Pet Sitting or Dog Walking visit after the consultation is FREE!
  • Scheduling: Consultations must be scheduled at least 48 hours before service commencement.
  • Additional Consults: $37 per session.
  • Updates: If you move or acquire a new pet, a $37 visit is required to review the new setup.

Our insured and bonded team provides professional care, following the instructions in your Client Portal.

Payment

Your payment method is kept on file with us, and payment is automatically drafted the day after your due date.

  • Vacation Pet Sitting: Due after the final scheduled visit.
  • Mid-day Dog Walking: Due after the final visit of each calendar week.
  • Late Fee: $15 for every 10 days of overdue payment.

Cancellations

Dog Walks

  • Cancel by 7 PM the night before for no charge.
  • Cancellations after 7 PM are charged in FULL.

Vacation Pet Sitting & Overnight Visits

  • Cancel 7+ days before first service: No charge.
  • 7–3 days before first service: 50% of canceled visits.
  • 48 hours or less first service: 100% of canceled visits.
  • Once service begins: Full payment required for all scheduled dates.

Holiday Cancellations

  • Cancel 7 or more days before first service: No charge.
  • Less than 7 days before first service over a holiday: 100% charge for canceled visits.

Holidays include Martin Luther King Jr. Day, Presidents' Day, Easter, Memorial Day, July 4, Labor Day, Thanksgiving Week (Wednesday through Sunday), and December 23 through January 2.

Home Access & Lock Boxes

Our sitters generally use a secure lock box or keyless entry to access your home.

Lockbox Options

  • Use your own lock box.
  • Buy one from us for $29 (includes processing fee), which we will set up for you.

Keys & Home Access

  • Key Requirements: Place two keys inside and update the location/code in your Client Portal.
  • Key Creation: Keys we create cost $15.
  • Access Issues: If we can't access your home, a locksmith may be called at your expense (including staff time).
  • Keyless Entry: If you choose keyless entry, ensure backup access is available in case of power outages or malfunctions.
  • Key or Fob Pick-up & Returns: If you cannot use a lockbox or keyless entry for any reason, alternative arrangements can be made as needed. Any time sitters need to make a special trip to pick up or drop off a key or key fob, a $12 fee applies.

Last Minute Requests

Any visits requested for the same day or the next day will be charged a Last-Minute Request fee. Requests received after 9 p.m. will be handled as if they came on the following business day.

  • Single next-day visit: $10 surcharge.
  • Multiple next-day visits: $15 surcharge.

Minimum Visit Requirements

The following minimum visit requirements are to ensure the health, safety, and comfort of your pets while you are away.

  • Dogs: Visits at least every 12 hours (AM & PM), 3 recommended visits/day.
  • Crated dogs or Puppies under 1 year old: At least 3 visits/day required.
  • Cats: At least one visit every 24 hours.

Service Request

  • Booking: Place a service request in your Client Portal to request the specific visits you need.
  • Portal and Profile Updates: Review and update your PETS and MY INFO sections before each booking, so our sitters can provide the exceptional care you expect, and your pets deserve.

Visit Time Blocks

Visits are scheduled in time blocks (morning, mid-day, late afternoon, evening) due to traffic and the nature of pet care.

Leash Walks

  • Dogs are always leashed during walks and anytime they are in an unfenced area.
  • We avoid other dogs, animals, and people while walking for the safety of your dog and our sitters.

The above information is also included in our Service Agreement, which you can review in your Client Portal.