The Wag Pack’s Policies & Procedures are meant to protect, safeguard, and ensure accountability amongst all parties, including the non-human animals we serve.
Our Policies & Procedures are subject to change at TWP’s discretion. We ask that you please review our Policies & Procedures on our online scheduling software every time that you schedule an appointment to ensure that you remain up-to-date on all of our policies.
Policies & Procedures
The Wag Pack is dedicated to maintaining an enjoyable, safe, clean, healthy, and productive environment for its employees. As part of our commitment to building a positive work environment, The Wag Pack employees will be adequately and continuously trained to perform their jobs safely and will be issued specific safety equipment when necessary. In addition, The Wag Pack and/or its customers shall provide tools and equipment that are in safe working condition and adequately protect employees and pets while services are being performed. The Wag Pack reserves the right to refuse services to any customer that provides an unhealthy or unsafe environment for our staff. The Wag Pack encourages employees to discuss workplace environment concerns with our Management Team as soon as these are perceived.
Our office hours are Monday through Friday, 9 AM to 6 PM and by appointment on weekends. We may, on occasion, be away from the office caring for pets during office hours. We respond to all inquiries and requests as soon as possible and within 24-business hours of receipt.
Power Pet Sitter requires a minimum of 2 day’s notice for scheduling. Please use our Last Minute Scheduling Form for last minute requests.
Please note that we reserve the right to assess a $10 last minute scheduling fee to clients that consistently make last minute requests. The last minute fee specifically compensates our employees for accommodating same-day requests.
Services are customarily approved/confirmed within 24-business hours of submission via Power Pet Sitter. Weekend submissions may be confirmed on the following business day. All confirmations are sent via automated PPS email. We ask that you please review your approved appointment confirmations to ensure accuracy.
We accept Visa, MasterCard, and Discover payment through Power Pet Sitter. All services are paid in advance. Appointments cannot be approved without payment. Please provide your credit card information through Power Pet Sitter prior to submitting appointment requests.
Your payment information in Power Pet Sitter is secure. We do not have access to your credit card details and can only see the last four digits of your credit card number. Credit card information remains in your profile to make future appointments seamless. We will contact you if your credit card is declined and when it expires.
Visits canceled after 6 PM the day prior will be charged in full. Visits that are canceled before 6 PM the day prior will be credited to your TWP account to use toward future services. All credits expire twelve months from the date of cancelation. We do not offer refunds.
Services performed on holidays will incur a $10 per visit surcharge. Power Pet Sitter will highlight holidays and assess holiday surcharge as scheduled. The Wag Pack only observes 8 holidays annually: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Years Eve.
All services are performed during your selected time interval/block. While rare, if an unforeseen situation arises that makes it impossible for us to arrive during the predetermined time interval, the visit time may be slightly adjusted without prior notice.
We will obtain two sets of house keys during the in-home consultation. One set will be coded and held by your primary pet sitter and the other will be coded and secured in our office safe to be used in the case of a lockout or emergency. We reserve the right to obtain copies to accommodate multi-sitter appointments.
We ask that you please test each of your keys prior to your in-home consultation. Sticky/malfunctioning keys will not be accepted as they may interrupt access or damage locks. Additional trips made to collect keys after the consultation has been completed will incur a $20 key pick-up fee.
We cannot accept keys left in mailboxes, under welcome mats, etc. Please contact us at firstname.lastname@example.org if you wish to give us keys outside of the initial in-home consultation.
Keys can be delivered to you upon termination of services for a $20 key transport fee. You can avoid that fee by collecting your keys at TWP’s Administrative Office in North Springfield during business hours. Please contact us to schedule an appointment to retrieve your keys and note that we may need a few day’s notice when returning keys.
We are happy to discard keys upon written request. Our office manager will discard all keys and send you a confirmation via email once the request has been fulfilled. Discarded keys will be untagged and unidentifiable to ensure clients’ privacy and protection.
The Wag Pack reserves the right to discard home keys after 18-months of scheduling inactivity. We will attempt to contact clients via phone/e-mail for key handling instructions. Should there be no response, keys will be discarded. Discarded keys will be untagged and unidentifiable to ensure clients’ privacy and protection.
In order to provide the best possible care and in keeping with the terms of our insurance policy, we require a minimum of one visit per day for cats and small animals and two visits per day for dogs during the duration of your trip.
Job sharing refers to having someone other than The Wag Pack employees care for your pets during your absence. While we do not prohibit job sharing, we discourage it and ask that you please let us know if you have asked someone other than TWP team to care for your pets during appointments. We will discuss the concerns as they pertain to your particular pet, home, and itinerary at that time. Concerns include, but are not limited to, pet safety, pet sitter safety, and TWP’s liability coverage and bonding and how these may be impacted by the presence of uninsured third parties.
In general, and even if someone is entering your home for reasons unrelated to pet care, The Wag Pack does not accept responsibility for other persons who will be in your home prior to, during, or immediately after our services have been rendered. Please inform us of any persons and/or businesses that have access to your home; this includes cleaning services, maintenance personnel, friends, family and neighbors.
You will trust us to use our best judgment in caring for your pet(s) and home during inclement weather. Your selection of a nearby emergency contact has been requested and is imperative during a weather emergency if we are unable to safely reach your home.
Inclement Weather Plan: 1) Every effort will be made to drive to your home; 2) Our service schedule may be altered due to circumstances beyond our control; 3) You will be notified if is not possible for us to access your home. 4) We will notify your emergency contact if you cannot be reached.
We request the name and phone number of a person living nearby who has access to your home. This should be a person close enough to walk to your home if roads are impassable. This information is needed so that we can contact this person to request their assistance to check on your pet(s) in the case that we cannot reach them. Please remember that garage door openers are not operational in the event of power outages therefore Inclement Weather Contacts must be equipped with working keys.
Should The Wag Pack not complete visits because your Inclement Weather Contact is taking over care of your pet(s,) unused services will be cancelled and credited to your TWP account for use toward future services. Credits expire within one year of cancellation date.
In the event that the you do not provide a nearby emergency contact with access to your pet(s) and home during inclement weather events, The Wag Pack will provide service but not until conditions allow us to reach your home safely. The Wag Pack cannot be held liable for damages to the home as a result of interrupted services caused by forces of nature or transportation restrictions.
We are happy to administer medications during pet care visits at no additional charge.
We ask that you please provide all medication-related details including medication name, type, and dosage in your pet’s Power Pet Sitter profile. We will attempt to medicate per your instructions but please be realistic about your expectations when a pet is generally resistant to pilling/medicating. We will not put our employees in danger to administer medication to pets.
The Wag Pack cannot be held responsible for complications that arise as a result of medication reactions, delays due to pet behavior, and/or general side effects related to the medication being given.
We require that all pets have necessary vaccinations before service begins. We reserve the right ask for copies of rabies vaccination certificates, positive titer results, and/or medical exemptions to ensure that our employees are protected.
Should a pet care provider be bitten or exposed to any disease or ailment by a client’s pet that has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.
Many organisms survive in the environment, putting pets at risk of diseases (e.g. parvoviral infection, leptospirosis, bordatella), parasitism (e.g. roundworms and Cryptosporidium), and fungal infections (e.g. ringworm and aspergillosis). Appropriate vaccination, flea and tick preventative, and deworming can protect pets from some of these organisms, and good hygiene and common sense can further reduce pets’ health risks. We ask that you please contact The Wag Pack immediately if your pet is showing signs of illness or your home/yard has shown signs of parasitic presence (i.e. fleas/ticks) so that we may protect our employees and other clients by taking preventative measures and/or interrupting services/cancelling visits if warranted.
When absolutely necessary, we will purchase pet food, litter, cleaning supplies, or other items that contribute to the health and well-being of your pet while you are absent. We will retain a receipt and the pet owner is responsible for reimbursement of these items. In addition, a $20 errand fee will be applied to compensate our employees for their time.
Unforeseen purchases only apply to pet sitting services while clients are traveling. We will not purchase items for midday dog walking clients but will inform you if/when something pertinent has run out.
Please ensure that your pets are wearing secure collars with appropriate identification tags at all times. Please provide equipment that properly restrains your dog during walks. Should the equipment that you provide not be acceptable, we will ask that you purchase a more effective yet gentle restraint for both the safety of your pet and that of our staff.
Our team highly recommends the Easy Walk Harness for dogs over 15 lbs.
We highly discourage the use of retractable leashes. They are neither safe nor secure under most circumstances. We ask that you please provide us with a standard 6-ft leash to use during visits.
We discourage the use of prong and choke collars and recommend more effective alternatives such as an Easy Walk Harness, which retails for approximately $30 and is designed to safely and gently redirect your dogs’ pull. Easy Walk Harnesses provide great control and comfort for all without physical or psychological consequences associated with aversive equipment.
The Wag Pack Team will not use shock collars under any circumstances.
For safety reasons, we discourage leaving pets unattended in fenced areas. It is the client’s responsibility to check fences for gaps/openings where a pet may escape. We will not be held responsible for accidents or injuries that occur as a result of clients’ request to leave pets outdoors and unsupervised. An Unsupervised Outdoor Access Form will be required from all clients wishing to allow pets the use of doggie doors between visits.
The Wag Pack cannot be held liable for fence fighting injuries or damage that may result from pets unsafely interacting with neighboring dogs.
We are committed to keeping interactions with other animals (known, stray, wild, or otherwise) and humans during walks to a minimum. Please inform us of any aggression or leash reactivity issues your dog may display toward other dogs and/or people prior to the in-home consultation and in your pet profile in Power Pet Sitter.
Please inform neighbors that we cannot allow on-leash greetings with friendly/known pets during our visits. Our focus during walks is much-needed exercise, safety, and individualized attention.
When encountering pet accidents, we will clean up after your pet(s) to the best of our ability. We request that you provide pet waste bags, towels, cleaning products, paper towels, and trash bags. Please inform us during the initial in-home consultation where you keep your cleaning supplies and note locations in your Power Pet Sitter profile.
We reserve the right to either extend visits at client’s cost or charge a $10 clean up fee for extended clean up time if regular clean-up becomes necessary.
We are not responsible for carpet/flooring stains created by your pet(s) unless such damage results from TWP’s known negligence.
We ask that you provide the name and phone number of your management company, condo association, trusted maintenance provider, or a person you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and ACHV units.
We also ask that you please note the location of electrical panels and water shut-off valves in your Power Pet Sitter profile.
It is the client’s responsibility to inform The Wag Pack of proper parking locations and to provide us with any necessary parking permits. There is a specific field for parking instructions in the Power Pet Sitter client profile. Parking tickets or towing charges we incur as a result of your failure to communicate parking guidelines will be billed to your credit card on file.
It is the client’s responsibility to provide us with any changes and/or updates regarding their pet(s). Please update your Client and Pet Profile on Power Pet Sitter prior to every appointment. We will follow the instructions in Power Pet Sitter during each visit; therefore it is critical that the client provide the most up-to-date information.
Employees are under a strict non-solicit agreement that prohibits them from providing clients with their personal contact information and to communicate directly with clients outside of an emergency situation. Please forward all inquiries, update requests, scheduling, etc to The Wag Pack and we will be happy to relay all pertinent information to/from your sitter.
TWP offers real-time visit updates via our InstaPack service. Our InstaPack service can be established for a one-time charge of $20. Please contact us at email@example.com to learn more about this service.
Pet photos are an integral part of the services we offer. We reserve the right to photograph all the pets in our care, whether to be shared with clients, on social media, in marketing campaigns, or to be used internally for record-keeping and training purposes.
Client safety and privacy is of utmost important to us therefore no identifying information or details will be included in any photos we share publicly. We assure you that our team reviews each pet photo very carefully before using it for social media or marketing initiatives.
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Making Pet Parenting Easier® since 2008