Urban Paws Policies & FAQs

Policies & Procedures Thank you for considering booking services with Urban Paws Pet Services, LLC. The following document outlines all policies and procedures related to our team helping take care of your pets. Please read this document fully. It will be available online via our online portal for you to reference at any time.

Consultation Visit

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

Urban Paws consults are FREE for all new clients within our service area. A consult is required before service can begin. We require 48-hour notice before the start of new client services to set up a consultation visit.

Please note, that if you move or welcome another pet into your home, there may be a $20 consultation fee to arrange a time to see the new setup/routine or meet the new pet.

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Online Client Portal (Time to Pet) - Scheduling & Payment

Urban Paws utilizes Time to Pet, a rst-class online scheduling and payment system, to manage our schedule and invoicing.

Time to Pet allows you, as a pet parent, to request services, pay your invoice, communicate with us, and view visit reports.

Time to Pet is available via mobile app or web browser on any computer, smartphone, or tablet. All noti cations (i.e. messages from us, visit reports, invoices) will be sent to the email on le and mobile noti cations can be enabled by downloading the mobile app. The mobile app is highly recommended for best communication.

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Service Requests & Communication

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Clients are encouraged to book their requested services via Time to Pet. 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 sta rely on this information to provide the best care possible.

Please allow up to 24 hours for us to con rm your request.

Clients are also encouraged to use Time to Pet as their main form of communication with Urban Paws sta members. The messaging feature on the web browser and mobile app streamlines the process and minimizes errors/miscommunications.

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Schedule Blocks • • •

Urban Paws utilizes schedule blocks to most e ciently visit your pets.

When requesting services, please select the desired schedule block for your visit and we will arrive during that window of time.

If a more speci c time is desired, please indicate that in the ‘Additional Details’ section of the service request form. We will do our best to accommodate speci c requests, but our services are subject to availability.

Early Morning

Morning

Midday

Afternoon

Evening

6:00am-9:00am

9:00am-12:00pm

12:00pm-3:00pm

3:00pm-6:00pm

6:00pm-9:00pm

Payment • • • • • •

Unlike most pet sitting companies, Urban Paws does not collect payment upfront for established clients. Payment is due two (2) days after the last day of scheduled service for overnight/vacation visits. Payment is due each Friday for repeat/weekly dog walking.

A 50% deposit will be required for rst-time overnight services for new clients; dog walks or drop-in visits are not included.

Time to Pet can automatically process invoices to the card on le on the invoice due date. A reminder will be emailed the day before any automatic charges occur.

Auto-pay is optional. If you wish to opt out of automatic payments, please indicate that on your pro le setup page. Clients who wish to remain o auto-pay will be required to pay the full invoice upfront before service begins.

If payment is declined, you will be noti ed via email and prompted to enter new payment information. The invoice is subject to a $20 late fee for every 5 days the invoice is overdue.

Accepted Payment Methods: Credit or Debit Card, Cash, Check

Cancellations

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We understand sometimes “life happens” and cancellations are necessary. Once we have scheduled and con rmed your service, a fee may apply for cancellations. The following fees are in place to help compensate for the time we’ve set aside for your service and other services we may have declined.

Dog Walks/Drop-In Visits - Please notify us at least 24 hours prior if you need a walk removed from our schedule. A 50% charge will be applied for walks canceled within 24 hours of their start time.

Overnight Sitting/Vacation Visits - due to the heavy volume of vacation pet sitting requests, we ask that 7 days notice is given for cancellations. Cancellations made within 7 days of the service start time will result in a 50% charge for the full service.

Once service begins, payment will be due in full for the dates you have scheduled with us. (i.e. service started & then cancelled = full service charged; cancel within 7 days = 50% charged; >7 days notice = no charge).

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Scheduling & Last Minute Requests • • •

Urban Paws accepts jobs on a rst-come, rst-served basis and does not overbook.

We do our best to accommodate last-minute requests, but it is based on pet sitter availability.

For overnight services, please request at least 14 days in advance. Any overnight sitting requested within 14 days of the start date will incur a $50 late booking fee.

For dog walks and drop-in visits, requests must be placed 24 hours in advance. Sameday scheduling may incur a $5 fee per visit.

Holidays • • •

Urban Paws observed holidays include: New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas & New Year’s Eve Services booked on or during any of the listed holidays will be subject to a holiday service fee - $10 per visit or $30 per night, regardless of the booking time.

Overnight services booked within 14 days of a holiday will incur a one-time $50 late booking fee. Dog walking/drop-in visits booked within 7 days of the same holidays will incur a $15 late booking fee per visit.

Inclement Weather • •

Urban Paws operates rain or shine. If weather has the potential to impact services, we will contact you as soon as possible to discuss alternative plans.

If the weather is severe enough to impact travel, we’ll make every reasonable attempt to make it to your home. If it is too dangerous to travel, we ask that you provide the name and telephone number of a trusted neighbor that we could request assistance from.

This is a very rare circumstance given the area we live in, but it’s always best to be prepared.

Leash Walks & Dog Parks • •

To ensure the safety of your dog and our walker, we do not walk dogs o -leash. We also do not attend dog parks or interact with other dogs on our walks.

The use of a harness is strongly preferred.

Minimum Visits

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Our minimum visit requirements are to ensure that your furry friends are healthy and happy while you're away.

We visit our dog clients at least every 12 hours (AM and PM), but it is strongly encouraged to book three 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.

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Frequently Asked Questions 1. Are you insured and bonded?

Yes, Urban Paws is fully insured and bonded through Pet Sitters Associates. We are happy to provide proof of our policy upon request.

2. Do you provide service in my area?

We primarily serve Northwest Raleigh, Cary, and the surrounding areas. Please refer to our Service Area Map for more details.

3. Do you o er pet boarding?

No, we do not o er pet boarding. We believe it’s safer and more comfortable for pets to stay in their own homes.

4. What does a professional pet sitter do?

A professional pet sitter provides in-home care for your pets while you’re away. This includes feeding, walking, playing, and providing companionship. We also perform basic home care tasks like bringing in mail, watering plants, and ensuring your home is secure.

5. What types of pets do you sit?

We care for a wide range of pets, including dogs, cats, birds, small mammals, and sh.

If you have a more exotic pet, please contact us to discuss your speci c needs and associated rates.

6. Are there any pets that you won’t care for?

We do not provide care for aggressive or dangerous animals that may pose a risk to our sitters or other pets. Additionally, we are unable to care for certain exotic animals that require specialized care. Please contact us to discuss any concerns you may have.

7. Can you give my pets medicine?

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Yes, we are experienced in administering various types of medication, including pills, topical treatments, and injections. Please provide detailed instructions, and we’ll ensure your pet receives the necessary care.

8. What time do you come to my home?

Urban Paws operates on a schedule of ‘visit blocks’ to most e ciently serve your pet(s). While we can’t guarantee a speci c visit time within these blocks, we’ll do our best to accommodate your preferred time if you let us know in advance.

Early Morning

Morning

Midday

Afternoon

Evening

6:00am-9:00am

9:00am-12:00pm

12:00pm-3:00pm

3:00pm-6:00pm

6:00pm-9:00pm

9. Will I always have the same pet sitter?

No. Since most of our team members work with us part-time, your pets may have di erent sitters on di erent occasions. Rest assured, every sitter is trained to provide consistent and loving care. In addition, all dog walkers and pet sitters are employees of Urban Paws and have undergone a background check and extensive onboarding process.

10. What kind of payment methods do you accept?

We accept both cash and card payments. Payments can be easily made through the Time to Pet portal, which is our preferred method for processing transactions.

11. How do I book a service?

You can easily book services through the Time to Pet portal or app. After creating your account and completing your pro le, you can request services, view your schedule, and manage payments all in one place.

12. What is your cancellation policy?

We require at least 24 hours' notice for cancellations. If you cancel within 24 hours of the scheduled service, a cancellation fee may apply. Please see our full policy on the Time to Pet portal for details.

13. How will I receive updates about my pet?

We provide regular updates through the Time to Pet app, including photos, notes, and messages about your pet’s day. This ensures you’re always in the loop and can enjoy peace of mind while away.

14. How do you handle inclement weather?

Your pet’s safety is our top priority. In cases of severe weather, we may adjust our schedule or modify services to ensure your pet is safe. We’ll communicate any changes with you as soon as possible.

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If you have additional questions, please email info@urbanpawsnc.com.

Frequently Asked Questions - Time to Pet 1. What is Time to Pet? Time to Pet is an all-in-one software platform that we use to manage our pet care services. It allows you to easily schedule services, communicate with your pet sitter, and make payments—all from one convenient location.

2. How do I create and activate my Time to Pet account?

Once you become a client, we’ll set up your Time to Pet account for you. You'll receive an email with instructions on how to activate your account. Simply follow the link in the email, set your password, and you’re ready to go! If you need help, check out this guide: Activating Your Account.

3. What can I do through Time to Pet? With Time to Pet, you can: Schedule Services: Book dog walks, pet sitting, and more.

Manage Your Pro le: Update your contact information, pet details, and care instructions.

Communicate with Your Pet Sitter: Send messages, receive updates, and even get photos of your pet while you're away.

Make Payments: Easily pay for services through the portal or app using a credit card or other accepted payment methods.

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4. Can I use Time to Pet on my mobile device?

Yes! Time to Pet has a mobile app available for both Apple and Android devices. The app allows you to manage your services on the go. You can download the app here: Apple: Download from iTunes Android: Download from Google Play

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5. How will I receive updates about my pet?

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During our visits, we’ll send you updates through the Time to Pet app. These updates may include notes about how your pet is doing, photos, and any other important information. You’ll get these noti cations directly on your phone or through email, depending on your settings.

6. What if I have trouble using Time to Pet? If you run into any issues or have questions about using Time to Pet, there are several resources available to help: Online Knowledge Base: Visit Time to Pet Help Center for step-by-step guides on using the platform.

Contact Us: You can also reach out to us directly via phone, text, or message through Time to Pet, and we’ll be happy to assist you.

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7. Is my information secure on Time to Pet? Yes, Time to Pet uses advanced security measures to protect your personal information and payment details. Your data is encrypted, and the platform complies with industry standards for online security.

8. How do I cancel or reschedule a service through Time to Pet? You can easily cancel or reschedule a service through the Time to Pet portal or app.

Simply go to your schedule, select the service, and follow the prompts to cancel or reschedule. Please note our cancellation policy when making changes.

9. Can I request speci c pet sitters through Time to Pet? Yes, while we can’t always guarantee a speci c sitter due to scheduling, you can note your preference in the app when booking a service. We’ll do our best to accommodate your request.

10. How do I update my pet's care instructions on Time to Pet?

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You can update your pet’s care instructions at any time by logging into Time to Pet, going to your pro le, and editing the pet details. This ensures we have the most up-todate information to care for your pet.