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Pawlicies

Meet and Greet

The consult is an opportunity to meet you and your pet(s) to ensure that our services are a good fit, answer questions, and to learn all about their routine(s). You will tell us about your pet(s) and we will listen to what you want done.

  • To setup the Meet and Greet  we require a $25 deposit for pre-service fee. If you continue service with us, we will credit that towards your first invoice. If you choose to cancel service after the Meet and Greet the deposit is non-refundable and charged as pre-service fee.

  • You will meet with your primary pet sitter/dog walker during the consultation. Your primary pet sitter/dog walker will typically remain consistent. Please note, as an insured and bonded company, we work as a team and all of our staff are professional and skilled. If your primary sitter/dog walker isn’t available, one of our other staff will care for your pets. Since you’ll complete your Client Portal and update it as needed prior to service, they’ll have all of the directions to care for your pet and home as instructed. If you would like to schedule a consult with the other professional staff member performing your service, a $25 fee is required in order to compensate them for their time. Please note, if you have already had one (1) FREE initial consultation and you move or welcome another pet into your home, there is a $25 fee for your pet sitter to meet at your home to see the new routine/set-up.

Payment

Truly Pawesome, LLC Services requires 100% of payment to be submitted before the start date of service. For recurring and monthly client invoices are sent on Friday and Due immediately upon receipt. We pay our sitters and walkers ahead of time to secure dog walking and pet sitting dates. For recurring client Invoices must be paid by Sunday Midnight before service start for the week. We will assess $5 fees for every day after Monday that the invoice is not paid. Also failing to pay might cause an interruption of your service with us. Pricing is provided to you as a form of a quote and confirmed via email to you. All fees referenced in this Agreement will be added to your invoice.

Payment Method: Payments may be made by Zelle, CashApp, Apple Pay, Vemno or Bank Transfer. Payment can only be made through the company, no payment should be given to our pet sitter/dog walkers. However, you can tip our pet sitter/dog walkers if you want.

Vemno and Cash App you can make payment prior to the start of service. We do not accept personal checks.

Zelle: claire@trulypawesome.com

Vemno – $claired15

CashApp – $trulypawesome

 

Monthly Pre-pay plans includes 10% discount (Monthly packages are paid monthly in advance via CashApp, Vemno or Zelle. One month initial commitment required to establish monthly payments. Payments must be established between the 1st of a given month. Cancellation of recurring payments requires two-weeks written notice. Service on federal holidays is not included, but can be added for additional charges.

Bookings and Cancellations

***Cancellation Policy***

Cancellation requests can be made via phone, email, or text

Why is the Cancellation Policy Important for Clients & Staff of Truly Pawesome?

At Truly Pawesome it is very important that we take great care of our clients and also our valuable employee pet sitters. The cancellation policies ensure fairness to all involved.

We absolutely hate to turn away any of our excellent clients because we are fully booked, but from time to time this does occur. The cancellation policies help to keep space available in our schedule for those who really need it, because we are only booking services with those that are certain they need the service, and know that cancellation policies will apply if they cancel service. We would hate to turn away a client because we are full, only to have someone cancel on short notice whose space we could have given to someone who really needed it. This occurs often around holidays & school vacation weeks, our schedule fills up, then many clients wait until the last moment to cancel, which makes it impossible for us to service the clients we had turned away.

In addition to this, our excellent employee pet sitters and dog walkers set aside time in their busy schedules to service our clients. We believe that our sitters deserve to be paid when their work is cancelled on short notice. The cancellation of one or two visits does not seem like a big deal but just imagine that at times several clients all cancel a few visits during the same week. We want to keep all of our top-notch pet sitters employed with Truly Pawesome for a very long time so we choose to pay them for services on their schedule that are cancelled on short notice.

Our cancellation policies are put in place so that Truly Pawesome can serve our pets & clients in the most efficient & effective manner possible.

Cancellations

Truly Pawesome, LLC accepts jobs on a first come, first served basis and does not overbook. You must provide the Company with the required notice of any cancellation of Services prior to the starting date of the scheduled Service. If required notice is not provided, you will be charged for the full amount of the cost of the original services booked. We have to pay our walkers ahead of time to secure the dates. We do not issue credits or cashback on cancellation under the required notice.

Refunds

Truly Pawesome does not issue refunds of any kind. If you cancel services after making full payment, you will receive a credit to your account minus any applicable cancellation fees plus meet and greet pre-service fee. Again, we do not issue refunds. Deposits that are credited to your account never expire.

Dog Walking/Pet Sitting Cancellation

A full 24-hour advance notice is required for cancellations on all days in order to receive full service credit. This does not include holiday books/visits. Truly Pawesome assigns 3-hour time blocks to your appointments and therefore the 24 hours is calculated starting with the start time of your time block. For example, if you cancel a Friday noon-3 pm appointment, we need your cancellation at the latest by Thursday noon. Under 24 hours prior to the start day will not be refunded or credited. If a cancellation has not been submitted before a 24 hrs period and or our sitters are on the way or arrive at client homes to provide care, the client account will be charged the full visit fee. Acts of God (weather, illness, etc) will be considered on a case-by-case basis. In the event of death, illness or injury of your pet (proof from Veterinarian is required)

No cancellation fee is assessed if cancelled within 72-24 hours of scheduled services commence. Again, this has to be a full 24hrs from the scheduled visit.

100% cancellation fee is assessed if cancelled less than 24-hour notice before services commence.

100% cancellation fee applies for a trip that ends prematurely or with early arrival once the services have begun.

No credit or refunds will be given for early returns. Truly Pawesome turns down many other people to keep your visits on the schedule. This makes it impossible to rebook the visits that you have reserved. Therefore, for scheduled visits already in progress, there will be no credits for early return.

Recurring walking clients receive one complimentary late-cancellation.

Overnight Pet Sitting Appointments Cancellation

NO FEE if cancelled more than 5 days before scheduled services commence.

50% cancellation fee if cancelled between 5 days and 48 hours before scheduled services commence.

100% cancellation fee if cancelled less than 48 hours before scheduled services commence.

Holiday Booking Cancellation

Please understand that we only have a limited number of spots available during the holidays and once we are booked, we must turn away others in order to maintain a high level of care. Because of this, we have had to set up a cancellation policy. Holiday cancellation policy is as follows: More than 10 days prior to day of service – 100% service service credit for future visits. 7 days notice prior to the day of service – 50% refund. Less than 7 days prior to the day of departure results in no refund.

Refunds and Credits

All refunds are credited to future services. We can issue a credit to your pet’s account, to use for future services. Please note that we do not issue cash  refunds or refunds through your method of payment.

These exceptional charges are implemented as a courtesy to your sitter who is losing a job and income without sufficient time to replace it with another.

Last Minute Bookings

You understand and agree that any vacation booking with multiple visit requests booked within 24 hours of the service start date will incur a $25.00 surcharge. Any booking with a single visit request booked within 12 hours, 24 hours, 48 hours and less than 72 hours of service start date will incur additional surcharge. For details about the Emergency Booking Surcharges take a look at the Service Surcharges Document. Please understand that Truly Pawesome, LLC accepts bookings on a first come, first served basis and does not overbook. We will do our best to accommodate last minute requests, but it is based on sitter availability.

Vacation Booking / Notification of Your Return

​Please take a moment when you return home from a vacation booking to notify us to let us know you are home to take over the care of your pet. It gives us peace of mind that you are home and the pets are in your care again. 

Future Services

Clients must book their requested visits via our website or contact us directly through email or phone. This is the fastest way to be added to our schedule. When booking, you must review and make any necessary updates via email to ensure that it is accurate. Our staff rely on this information to provide the best care possible for your pet(s). 

House Keys

House Keys & Home Security: ​If you have a traditional keyed entry, Truly Pawesome, LLC requires that you provide two (2) copies of your house keys. One key can be placed in a dropbox or a secure place at your premise and the other to be given at the initial consultation.If you do not have two (2) copies, you understand and agree that Truly Pawesome, LLC will have another copy made for you for a $15.00 charge; you agree to provide payment for this additional charge. If you have a keyless entry or provide us with a garage door opener, the Company still requires one (1) copy of your house key for vacation bookings in the event of a power outage or failed battery. During the Term of this Agreement, it is recommended that your house keys remain on file with Truly Pawesome, LLC for convenience if you book future services. While in our possession, your keys will be kept in a secure location and confidentially labeled with your pet’s name, and not your name or address, for your protection. If you choose not to keep a house key on file with Truly Pawesome, LLC, you understand and agree to pay a $15.00 fee for any house key pick-ups or drop offs. If you have a home security system, you must provide Truly Pawesome, LLC with a security code as well as a “safe word” or“password” if the security company calls during a sitter visit.

Minimum Visit

We visit our dog clients at least every 12 hours (AM and PM), but it is strongly encouraged to book 3 visits per day so that they have a mid-day potty break as well. For crated dogs and dogs under one year old, we require at least 3 visits per day. While cats are in our care, we require at least one visit every 24 hours while you’re out of town. Our minimum visit requirements are to ensure that your babies are healthy and happy while you’re out of town.

Service Request

Clients must book their requested visits via their Client Portal. This is the fastest way to be added to our schedule. When booking, we ask you to review and make any necessary updates to the PETS and MY INFO sections. Our staff rely on this information to provide the best care possible for your pet(s).

Visit Time Blocks

Due to traffic and that we’re caring for live animals, all of our scheduled visits are scheduled in time blocks for morning, mid-day, late afternoon, and evening.  Peak hours: Are Monday to Friday 10:30am-3:30pm.

Visit Times: Our earliest visit time is at 9:00 AM and our latest visit time is at 7:00 PM. All of our scheduled visits are scheduled in time blocks for Morning (9:00 am to 11:30 am), Mid-Day (12:00 pm to 3:00 pm), Late Afternoon (3:30 pm to 5:00 pm), and Evening (5:30 pm to 7:00 pm). There will be an extra charge for Extra Early/Late visits done before 9:00am and after 7:00pm. Although we will make every reasonable effort to arrive during the time block that requested, the nature of our business sometimes requires us to perform extra duties that were not anticipated and may cause our schedules to be adjusted. But never fear, we will be there to care for your pets. Smaller dogs or animals on medication we do try to get to 1st in the AM, so depending on your sitter’s schedule, your visit time may be adjusted accordingly. Please note that parts of this paragraph may not pertain to regular midday dog walking services. 

Leash Walks

To ensure the safety of your dog and our walker, we avoid other dogs while walking and we do not walk dogs off-leash.

    Please fill out the form below to begin your services! All our services start with our complimentary Meet 'n Greet so that we can meet you and your pet. We are so happy to have you join the Truly Pawesome family!


    For Pet Taxi Service Request - Click Here To Fill Respective Form


    For Private Boarding In Rockville, MD Service Request - Click Here To Fill Respective Form


    For Dog Walking and Pet Sitting Services Please Continue Below To Fill Form


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    Morning (9:00 am to 11:30 am)Mid-Day (11:30 am to 3:00 pm)Late Afternoon (3:30 pm to 5:00 pm)Evening (5:30 pm to 7:00 pm)





    One Visit/WalkTwo Visit/WalkThree Visit/WalkOvernight Pet Sitting Visit - (7pm to 7am, 8pm to 8am or 9pm to 9am.)








    0 - 1 year old1 - 2 year old2 - 10 year old10 year old or olderN/A





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    Insulin InjectionPillsIV InfusionLiquid Medications By MouthSteroidsAntibioticsEar Drops MedicationAntiparasiticsCreams and OintmentsN/A





    Once daily medication: doses should normally be given 24 hoursTwice daily medication: doses should normally be given 12 hours apartThree times daily mediation: doses should normally be given 8 hours apartFour times daily medication: doses should ideally be given 6 hours apart.N/A





    1 Pet2 Pets3 Pets4 Pets5 Pets6 or More PetsN/A.





    Extra Small (1 - 15lbs)Small (16 - 25lbs)Medium (26 - 40lbs)Large (41 - 70lbs)Extra Large (70+ lbs)N/A











    Meet 'n GreetDog Walking - 30 MinutesDog Walking - 45 MinutesDog Walking - 60 MinutesHouse Sitting No Pets30 Minutes Puppy KindergartenPet Sitting - 30 MinutesPet Sitting - 60 MinutesSmall Animal Pet Care- 30 MinutesPet Taxi ServicePet Supply ShoppingDog Park Visit- 1 hourOvernight Pet Sitting VisitDay Time Pet Sitting Per HourOn-Leash Obedience TrainingCustom Services





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