Pet comfort and the safety and security of your home are the cornerstones of our business. Urban Paw provides pet care for owners who need a helping hand. Whether you go on vacation, on a business trip, need a midday visit to walk, feed, cuddle, or medicate your pet; Urban Paw can do it when you cannot. Our services are provided in a reliable, trustworthy, and caring manner.
Please note that Policies and Procedures are subject to reasonable changes and amendments, which may be implemented from time to time.
Reservations
Please plan ahead to obtain services on the dates you desire. An in-home consultation is required prior to reservations for all new clients. While we can tentatively pencil in your dates, we must meet you and your pets, and assess your needs before we make a commitment to providing your pets’ care. During this initial meeting, we will also review and complete forms and sign agreements. Please complete all forms prior to our initial consultation.
Keys
Urban Paw will obtain two copies of your house key(s) (one for the walker and one to remain in the office in case of emergency) during the initial consultation, when service is scheduled and agreements are signed. Keys will be returned in person within 3 days of the end of your service.
Urban Paw reserves the right to deny service or terminate service because of safety concerns, financial issues, failure to comply with policy, or inappropriate or uncomfortable circumstances.
Visitors
Please notify Urban Paw if others (housekeepers, pest control service, realtors, friends, family members, etc.) will have access to your home during your absence. It is understood that the client will notify anyone with access to the home that Urban Paw has been engaged. The police will be called on all intruders or suspicious acts without exception.
Third Parties
Urban Paw, company owner, agents, assigns, successors and heirs are not liable and are completely indemnified for any and all liability stemming from the act(s) or failure to act of third parties, whether known or unknown, including but not limited to, friends, neighbours, relatives or other service persons, that shall enter your residence for any purpose while Urban Paw is caring for your pets.
Emergencies
Everyone has them! Feel free to call if an unexpected need arises; we will make every attempt to accommodate your needs for service on short notice depending on our availability. We will carry a copy of your emergency contact form with our daily log (your name + contact’s name and phone number) in the event we have an unexpected accident or illness. Please be sure this information is current and that the designated contact has access to your home to ensure your pets’ care continues.
Inclement Weather
We walk dogs year round, except for rare instances of extreme, inclement weather, i.e. thunderstorms / lightning, torrential downpours, blizzards, hazardous wind chill, or when the client’s usual walk route is made treacherous due to ice or heavy snow. In extreme cold, when the wind chill is below -20 Celsius, we will limit dog walks to 20 minutes.
a) Should we be unable to reach your home due to poor weather conditions, Urban Paw will contact you by email/text to let you know the walk has been cancelled. We will then refund your payment or place a credit for the dog walk back into your account.
b) If we are able to reach your home in inclement weather, we will take your dog(s) out for a brief potty break and spend the remaining time playing indoors.
Unsecured Pets
Urban Paw will not be responsible for free-roaming or outdoor pets in the event of illness, injury, loss or death. It is strongly advised that all pets have some form of permanent ID and that they remain inside the home or confined to a yard or pen for their own safety and welfare in your absence. It is the pet owner’s sole responsibility to “pet-proof” any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to contain the pet or restrict access to specific areas. The pet sitter does not assume responsibility and has no liability for any injuries the pet may sustain or property damage the pet may cause while in its own home/property.