OUR POLICIES
Cancellations & Fees:
Boarding & House Sitting: If you need to cancel or modify one or all of your upcoming standard overnight services please give us a Three Business Days notice to avoid a cancellation fee. If notice is given less than three business days please be advised there is a cancellation fee equal to 50% of the total cost of the stay, up to one week. If cancellation is made the same day a 100% cancelation fee will apply, up to one week.
* During the holidays, all overnight services are required to be canceled or modified at least Seven Business Days prior to your scheduled service. If canceled after the seven business day period a 50% fee of the total stay will apply (up to one week). If cancellation is made the same day a 100% cancelation fee will apply (up to one week).
* For any one night stay, a two night minimum charge will apply to each pet including any additional fees or add ons.
*During the holiday, a holiday rate goes into effect. For each night of boarding or house sitting there is a $15 surcharge per pet. These fees are subject to additional days outside the holidays (i.e. if a holiday falls on a Monday generally the weekend prior or day after also incurs a holiday fee, our holiday schedule is below).
* Cancelation of services which have already begun there is no refund. We have reserved an allotted time for your pet(s) care and cannot issue a refund. (i.e. if you’d like to pick your pet up early from a boarding stay the full fee of the stay will still apply even though your pet didn’t stay the full stay).
* For early drop-offs and late pick ups there is a $15 charge for up to 30 minutes past closing or 30 minutes prior to opening. This time frame applies to doggy day care and boarding services. For earlier or later pick up/ drop off we encourage the use of our pet taxi services or you may purchase additional day and/or night care. Please ask management what the best option is for your schedule!
*Hours for Pre-Scheduled Drop off/Pick up for Boarding & Day Care:
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Monday- Friday: 8a-7p
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Saturday, Sunday, & Holidays: 8am- 5pm
Dog Walking, Drop-In Visits, Day Care, Taxi, & All Day Services:
* If you need to cancel or modify one or more of these services please give us notice by the end of the previous business day, before the visit begins. If notice is given after the previous business day the full fee of the service applies.
* These services can only be canceled and not rescheduled if it falls outside our cancellation window.
* During the holiday, a holiday rate goes into effect for all day service such as walks, visits, day care, or taxis. There is a $5 surcharge per pet or per service depending on the service. These fees are subject to additional days outside the holidays (i.e. if a holiday falls on a Monday generally the weekend prior or day after also incurs a holiday fee, our holiday schedule is below).
* Decreasing the number of walks during a week will result in a price increase if it moves your schedule to another tier. Frequent changes may result in walks being priced at the occasional rate. If you need walks or visits on a varying schedule we recommend our occasional walking schedule.
Grooming & Training: If you need to cancel your appointment please give us notice by end of business the previous business day of cancellation. If notice is given after our office is closed or if an appointment is missed a 75% cancellation fee will apply for each pet (this amount is dependent on package and/or dog size selected when the original appointment was scheduled) for the first appointment. If the second appointment is missed, rescheduled, or canceled a 100% cancellation fee will be applied (this amount is dependent on package and dog size selected when the original appointment was scheduled). If a third appointment is missed, rescheduled, or canceled a 100% cancellation fee will be applied and future booking will not be prohibited.
Event & Wedding Services: If you need to cancel or modify this service, notice must be given 30 days prior to when our services are scheduled in order to receive a full refund. Cancellation within 30 days of the event results in no refund.
* If these services are booked within our holiday schedule the event is subject to an additional holiday rate.
* If we happen to go over the initial time frame we do charge an additional $25 for every 1-15 minutes that we go over time.
Boarding & Day Care Policies:
Walks, Drop In Visits, & Taxi Service Policies:
*For recurring weekly walks if the amount of walks is decreased during the week it will result in a price increase if it moves your schedule to another tier. Discounts don’t apply for holiday long stays or visits. Frequent changes may result in walks being priced at the occasional rate. If you need walks on a varying schedule, see our occasional walk/visit rates. To receive a discount for recurring walks you must ask our office management to set up automatic recurring walks in our system.
* Walks, Drop In Visits, & Taxi services are available in 2-3 hour scheduled blocks. Please allow us enough time to complete our visits as different factors may play a role in us not being able to be available at your requested time or time block. If a certain time is requested in the portal we will do our best to accommodate your requested time but we cannot guarantee an exact time. If we are straying too far away from your schedule time block we will reach out with a more accurate eta and explanation of our tardiness. Below are our listed time frames:
Walks & Drop In Visits Taxi Service Time Frames Week
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Early Morning: 7 am- 9 am
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Morning: 9 am- 11 am
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Afternoon: 11 am- 2pm
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Late Afternoon: 2 pm- 5 pm
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Evening: 5 pm- 8 pm
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Late Evening: 8 pm- 10 pm
* 15 Minute Services Only Allow for a Quick Potty Break or a Feeding for 1 or 2 Dogs. For Cats 1 or 2 Cats We Can Provide Litter Scooped and Feeding. For 3 or more Pets a 30 Minute Service is Required.
Other Policies to Know:
* Even though we provide services on Saturday, Sunday, & Holidays they are not considered a part of our business work week. Please check our office hours, holiday schedule, and our policy page to avoid or realize fees which could be incurred before scheduling or canceling a service, and ensure availability (including but not limited to last minute request fees, holiday rates, etc).
* Requests made for the same-day or requests made outside of our office hours for the next day are subject to a $10 surcharge for day services and $25 for overnight care with the already agreed upon service pricing. (i.e. standard services scheduled for that upcoming Monday or weekend, are required to be selected by the end of office hours on Friday). Last minute requests for new clients are taken on a case by case scenario. Please schedule your pets care with us in a timely manner to avoid these fees but also to confirm our availability as we honor a first come first serve basis. Client’s who set up recurring or frequent services will have priority booking to their preferred days and time frames.
Office Hours
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Monday-Thursday: 9am- 5pm
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Friday: 11am- 4pm
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Saturday: Closed
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Sunday: Closed
*The Office will be Closed on Major Holidays which Fall on a Weekday.
* If payment was already made we will credit your account with the appropriate billing amount if rescheduled or canceled during our policies time frames. We do not offer any type of refunds.
* A Meet & Greet is required before you are able to schedule any of our pet care services. There is a $25 charge for your first Meet & Greet which can only be paid via the portal, a non refundable processing fee will be incurred, and it must be paid prior to our meeting. However, the $25 charge will be credited to your first invoice generated within 60 days from the deposit. This charge is non-refundable and it cannot be credited after the 60 days.
*If you would like to arrange an additional meet and greet with one of our sitters because you've added a new pet member, or if you think your pet needs a refresher we can provide an additional Meet & Greet with a charge of a non-refundable $25.0o fee (plus any processing fee). These additional meet and greets CANNOT be credited.
*Our meet and greets can last up to 30 minutes, for any additional time a fee will be charged. Processing fees will apply as we do not accept Cash for this service.
* All cancellations are not complete until you receive a cancellation notification from management.
Holiday Schedule
2024/2025 Holidays
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Christmas and New Years: December 21st- January 2nd, 2025
2025/2026 Holidays
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Easter: April 17th-April 21st
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Memorial Day: May 23rd-May 27th
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4th of July: July 3rd- July 8th
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Labor Day: August 28th-September 2nd
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Columbus Day/Indigenous People’s Day: October 10th-October 14th
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Thanksgiving: November 25th- December 1st
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Winter Holiday Break: December 20th- January 5th
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Morning: Taxi 7 am- 10 am
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Afternoon: 11 am- 2 pm
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Late Afternoon: 2 pm- 5 pm
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Evening: 5 pm- 8 pm (available on weekdays only- excludes holidays)
Vaccinations & Medications:
For the safety of your pet and others, all pets must be vaccinated and have tick/ flea prevention. Proof of vaccines records can be uploaded and maintained through your online account. If pets are not up to date on required vaccinations and prevention we will be unable to accept your request. Proof of vaccines and boosters are required and must be administered by a licensed veterinarian (self-administered shots are not acceptable). You can contact your veterinarian for your pets vaccine certification and they can forward it to our email. If it is a risk to vaccinate your pet with one of our required vaccines, a note from your veterinarian will be required in place of the vaccine. In this scenario your pet will be taken on a case by case scenario or recommended for an alternate service depending on their risk of being exposed to illnesses they are not protected against, their temperament, and any other factors to keep everyone safe.
Please speak to your preferred veterinarian for more information regarding your pets individualized care and their risks. If you have a pet other than a dog or cat please check with your veterinarian for proper preventative care.
Required Vaccines for Dogs:
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Rabies
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DHPP
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Bordetella Bronchiseptica
Required Vaccines for Cats:
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Rabies
* If your pet requires daily, weekly, or monthly medication during their stay with us make sure your pet’s profile is filled out in detail (what medication is given, how many times a day, etc) so our pet care team is able to administer your pet's medication properly. At this time, we are currently unable to provide injectable medications.
Key Policy:
*Our key policy is in place for our clients who require us access to their home for services (i.e. housesitting, dog walking, taxi services, etc). We have three options for your convenience and your home’s safety. If you have a door knob/lock that we do not have a key to and stays unlocked please make sure that the lock has enough tape over it that it cannot move or to make sure we have a key for that lock to prevent any accidental lockouts. Failure to do so will result in the client paying for a lockout charge.
Option 1: Lockbox on your property in an accessible location. Your lockbox must be affixed to something that cannot be moved (i.e. door knob, steel railing, etc). If you are in need of a lockbox we offer lockboxes for a one time fee of $25 and the box it is yours to keep!
Option 2: Our team holds onto two sets of keys. If you choose to allow us to hold onto your keys, one will be given to your trusted sitter for the day of the requested services while we keep a spare set of keys locked away at the office in the event of an emergency. While keys are not in use, both copies will be in our office’s lockbox. We will pick up the keys during our initial meet and greet. If you cannot provide us with two sets of keys during our meeting then we will charge a $20 fee to pick up the keys and arrange a pickup time or you may arrange a time with us to drop off the keys at a scheduled time with our office. This option is best if you would like us to keep the keys for the near future. With this option we do not leave behind keys at the end services to prevent lockbox. If you would like us to drop off the keys for any reason we will charge a $20 fee to drop off the keys and arrange a drop off time or you may arrange a time with us to pick up the keys at a scheduled time with our office.
Option 3: Smart lock or other type of wireless entry that our staff has access to. However, due to smart lock failures & technical difficulties this option must also have a backup option like a lockbox or have us hold onto two sets of keys. If we do not have access to a backup option then a lock out fee may apply if there is any difficulties accessing your home and the full rate of the service will be required.
Ways to Pay
* Invoices must be paid prior to any service. If services are added on your invoice while your pet is in our care or inside of our cancellation policy, the charges will be due at the time of creation. New clients must pay their bill in full via the portal as a credit will not be extended out to new customers. New clients are customers who have had five or less direct services with us. If a payment is not made prior to services, we will automatically charge your card prior to your services with us.
For existing clients who wish to pay in cash, they must have had at least five services with us with no prior payment issues. Payment can be made through your created account with us or if you intend to pay with cash the payment can be made on your first service day. You can also check your "Time to Pet" account for any unpaid invoices. An 8% processing fee will be applied to any invoice paid through the portal. If paying in cash the processing fee will be waived.
If a payment plan or a different bill due date is needed please reach out to management (this only available to existing clients). Regardless of how you pay, a credit card is required to be on file.
Invoices are automatically generated in the portal once your requested services are approved but can be sent to you per request via email. When invoices close they are not visible through the portal but can be sent to you via email by request only.
For recurring scheduled weekly walks or visits payment is due on the last day of your service of the week (i.e. if your pup is seen every Monday & Wednesday payment would be due on that Wednesday). Late fees are subject to a $10.00 fee each day the full payment is not made (up to one week). Any outstanding balances remaining after sixty (60) days will be turned over to a collections agency and may result in legal action. You agree to be fully liable for any and all costs incurred by PP&C as the result of such an event.
Tipping is allowed and can be done through the portal or by cash at the time of your service.
Please note offers may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Promotions have no cash value. Offers cannot be sold or otherwise bartered. Clients must pay all applicable sales tax.
Safety Policies:
* To ensure the utmost safety of both our dedicated staff and your beloved pets, we are implementing a Harness & Collar Policy. As part of this policy, all dogs utilizing our walking, daycare, or boarding services must wear a collar with identification tags along with a secure harness or martingale collar. By having both a collar with tags and a harness equipped with our provided safety clip attachment, we can ensure that even in the unlikely event of an accidental malfunction, your pet will remain secure while enjoying their time with us.
We understand that accidents can happen, and to mitigate any potential risks associated with collar or harness malfunctions, we have introduced a specially designed safety clip attachment that works as an additional precautionary measure.
We have a few harness and collar options located on our Amazon Store Front. If you need help choosing the perfect one for your dog, please contact one of our staff via the portal and they can guide you to the perfect match for your pet.
We prioritize the well-being of each and every furry companion entrusted to us. We kindly request your cooperation in adhering to this requirement during all visits to our facility and in home services.
* For social services all dogs must be spayed or neutered once they are 12 months of age. All dogs are required to be up to date on flea and tick preventative & vaccines. PP&C will not be held liable for any and all expenses and/or damages incurred as a result of your pet not being spayed or neutered, unvaccinated, or without proper preventive care while in our care. All dogs must have a behavioral evaluation prior to any social service admittance (this can be done with a meet & greet).
* For boarding, daycare, and grooming we will not allow your pet to leave with anyone else besides you or an individual authorized by you. If you need someone else to pick your pet up, you will need to notify management via email, phone, or in-person and in advance.
Additional Policies:
All clients are Required to agree to our Pet Care and Grooming Agreement before the beginning of any of our services. This agreement can be signed by using your online portal. All vaccines must be up to date during the time of your pet's care or a late cancellation fee may apply. In conjunction with the policies listed on our webpage there is a list of our additional policies in the portal which require an e-signature. These forms are required to be filled out with our Time to Pet app or in person before a pet's service.
Clients are responsible to review their stay on our Time to Pet application to ensure accuracy. Philly's Paws & Claws is not responsible for any lapse or error in your pet care dates or times.
*Please be advised these policies can change at any time with or without written notice. For updates please log in to your Time to Pet account to review our Portal Message.
If you have any questions about our policies, services, or if you would like to see our Full Pet Care Agreement you may reach out to us at any time!