Pet Care Agreement Policy - PetWise Pros (Your Pet Care Connection LLC)
What’s New?
06/1/2025 Update:
- We’ve simplified our policy terminology, for easier reading and better understanding, as well updated terminology to include our new farm care services!
10/1/25 Update:
- We’ve updated our policy to include an optional automatic payment option, for clientele who wish to have an easier, more paws-free, booking experience.
- We’ve also introduced a “Paws-Free Prestige Membership” option, designed to make pet care easier than ever! This is an ideal care solution for pet parents who’d like an easy paws-free booking experience, alongside exclusive around-the-clock care options for their pets.
10/7/25 Update:
- New terminology has been added, to ensure the fair compensation of employees during all hours worked, to include scope of overnight care and required overnight add-ons as needed.

Meet & Greet Policy
1.) A 30-minute meet-and-greet is required before starting any pet care services. This session allows us to get to know your pet(s) and their specific care needs.
2.) If additional time is needed beyond the 30 minutes, it can be scheduled at our standard rates. If you know that you’ll need the additional time, please let us know so we can reserve it on our schedule.
3.) Farm and equine care meet-and-greet visits are booked for a one hour duration, to allow proper time for a facilities walk.
4.) We recommend scheduling your meet-and-greet as soon as you’re able, so that we’ll have plenty of time to build a strong relationship with your pet prior to care. Routine visits help us maintain familiarity with your pet(s) prior to care, while reducing your pet’s stress levels while you’re away.
5.) If six months or more have passed since your last care service with us, an additional meet-and-greet will be required to reacquaint ourselves.
6.) Other circumstances such as adding a new pet to your household, change of residence, or gender specific sitter requirements may also require an additional meet-and-greet. If you’re unsure if you need one, please reach out to us.
7.) Additional meet-and-greet visits may be scheduled whenever you need.
8.) Follow-up meet-and-greet visits scheduled within less than six months may qualify for a reduced rate—please contact us for details.

Lockboxes & Home Access Policy
1.) To ensure the safety of your pet during care services, we require two different forms of home access (primary and a backup).
2.) By using PetWise Professionals' services, you authorize us to use the provided keys, codes, or other methods to access your home for scheduled appointments.
3.) As a convenience PetWise Professionals' offers lockboxes for purchase at $35, including setup with your chosen code. Lockboxes provide secure, consistent home access and enable seamless transition between sitters as needed.
a.) Note: PetWise Professionals' both offers and recommends manual, non-powered, lockboxes to ward against power failures.
4.) Lockbox codes can be updated at any time; however, we require notification of code changes to ensure uninterrupted service.
5.) If access is unavailable due to changes in the lockbox code or removal of the lockbox without prior notice, a “locked-door” or missed-visit fee will apply.
6.) PetWise Professionals will never share or alter lockbox codes without your permission. Sharing codes with third parties is your responsibility, and we are unable to release this information without your written consent.

Lockbox Liability Policy
1.) PetWise Professionals is not responsible for lockbox maintenance, code distribution, damage, or theft.
2.) Lockboxes purchased through PetWise Professionals become the sole property and responsibility of the client.

Key Pickup & Return Policy:
1.) PetWise Professionals does not retain house keys, garage clickers, or any physical access methods during or after services have ended. All forms of home access must remain on your property, to ensure uninterrupted care between sitters.
2.) Clients who prefer to leave a key with PetWise Pros are encouraged to use our lockbox service for secure and convenient access.
3.) If you need a key or device returned personally, rather than left or secured after care, an additional visit must be scheduled to cover the time and travel required for its return.

Paws-Free Prestige Membership Policy
About PetWise Professionals' Paws-Free Prestige Membership
1.) Clients may elect to enroll in our Paws-Free Prestige Membership, a monthly subscription plan designed to provide enhanced convenience and access to our highest standard of care. Membership benefits include:
a.) Dedicated client support for all scheduling and service needs
b.) Automatic “paws-free” scheduling, booking, and billing
c.) Assisted account updates upon request
d.) Exclusive access to our Prestige line of services, including:
d1.) 24/7 dedicated care options
d2.) Guaranteed continuity of care with no more than two sitters assigned per service (excepting in emergency situations)
d3.) Priority access to our most experienced care providers
2.) Automatic Monthly Billing: Clients enrolled in the Paws-Free Prestige Membership agree to have membership fees billed automatically on a recurring monthly basis to the card on file. Membership fees will continue until the client provides written notice of cancellation. Membership may be canceled at any time; however, any fees for the current month or billing period are considered earned and non-refundable. Clients are responsible for maintaining current payment information. Membership charges are non-refundable, except as required by law. PetWise Professionals reserves the right to cancel the membership at any time, with notice to the client, and to adjust membership pricing as needed, with advance notice provided to clients.
3.) Prestige Membership Clients: Clients enrolled in the Paws-Free Prestige Membership receive all of the benefits outlined above, including priority scheduling, assisted account management, and access to enhanced care services.

Happy Pup Club Services Policy
About PetWise Professionals' Pup Clubs
1.) PetWise Pros' Pup Clubs provide discounted packages for recurring Monday-Friday care, including Dog Walking or Potty & Playtime Visits, with commitment periods of 3, 6, 9, or 12 months.
2.) Clientele must book either recurring Dog Walking or Potty & Playtime Visits, with a duration of 30 minutes or longer, to qualify for package discounts.
3.) Discounts are available on flat-rate pricing (+ applicable holiday rates), ensuring consistent scheduling for clients and reliable workload for our employees.
4.) Clients must complete a new contract for each term or extension before services begin. E-contracts are held as equally binding. Backdating contracts to include prior services is not permitted.

Visit Consistency
1.) Happy Pup Club Members receive booking priority, as opposed to services that are scheduled as-needed, ensuring that their appointments are approved first.
2.) Pup Club visits must occur consecutively Monday-Friday during the commitment period. Unused visits cannot be rescheduled or applied to different days. Any additional appointments needed, outside pup club contract, may be scheduled at regular service rates.
3.) Clients must select a single time block (morning, afternoon, or evening) for all visits during the term. Changes are not permitted until the next contract, excepting in the instance of package upgrades.
4.) Visit lengths (30, 45, or 60 minutes) are fixed once care begins. You can only increase visit length mid-term. Adjustments can be made after the contract ends.


Pup Club Discounts & Terms
1.) Package Lengths: Discount and package terms are based on the following commitment lengths:
a.) 3-Months: $30 discount
b.) 6-Months: $70 discount (clients who have selected this package are also eligible to receive up to 1 unpaid vacation week off from care commitment period.*)
c.) 9-Months: $110 discount (clients who have selected this package are also eligible to receive up to 2 unpaid vacation weeks off from care commitment period.*)
d.) 12-Months (52-Weeks): $150 discount (clients who have selected this package are also eligible to receive up to 3 unpaid vacation weeks off from care per calendar year.*)
2.) Applied Discounts: Package discounts are applied at the end of the contract, on your final week’s invoice, contingent on adherence to terms. Discount(s) cannot be split across invoices or prorated for cancellations.
a.) Contracts that are pre-paid for, in full, will automatically reflect your discount.
b.) Discounts for 12-month service contracts will be applied at the end of each 52-week term.
3.) Commitment Period: Once care has started, your selected commitment period can not be altered unless you’re lengthening your commitment term.
4.) Extending Services: You may extend your contract to benefit from a greater discount. Your initial contract’s discount will be removed, and the new discount added to your new services end date (on your final weekly invoice).
5.) Early Cancellations: Early cancellations invalidate any discounts, including those from prior contracts before services extension. To retain eligibility for discounts, we recommend allowing your current term to finish before extending.
a.) Pre-paid package cancellations, with pre-applied discount, will result in a charge equal to the discount given. All pre-paid canceled services will then return as a pet care credit on your client account. Care credits are valid for up to two years, at which point they are no longer redeemable.

Pup Club Payment
1.) Invoicing: All weekly services are email invoiced each Friday. You may pay through invoice or, by the end of the week, a PetWise Pro employee can collect cash/check during one of your scheduled care visits.
2.) Flat-Rate Care: Pup Club services are invoiced weekly, at a flat-rate base price (+ applicable holiday rates), regardless of the number of visits utilized during the week.
3.) PetWise Holiday Care Dates: Any care services that fall over PetWise Professionals' holiday care dates will be billed at regular holiday service rates (+$10/visit).

Pawsome Pink Pup Club Packages (6/9 month commitment)
1.) *Optional Vacation Time: Clients receiving 6 months (24+ weeks) or more of M-F Happy Pup Club care may elect to use up to one week of unpaid leave, for vacation, per commitment period. Clients receiving 9 months (36+ weeks) or more of M-F Happy Pup Club care may elect to use up to two weeks’ unpaid leave, for vacation, per commitment period.
a.) Any leave/vacation time from services must be used in full one-week periods or back-to-back. Time off from services may not be broken up into daily increments.
2.) Note On Holiday Care: Holiday weeks (ex. major holidays such as Easter, Thanksgiving, and Christmas), may either be used as one of your “free” leave/vacation weeks from care, or used and paid for along with any additional holiday rates for that period.
3.) Reset Period: Leave/Vacation time resets with each new contract. Any remaining leave/vacation time may not be rolled over to the following contract or time period.

Premium Purple Pup Club Packages (12 month commitment)
1.) *Optional Vacation Time: Clients receiving 12 months (52 weeks) or more of M-F Happy Pup Club care may elect to use up to three weeks’ unpaid leave, for vacation, per 12-month period.
a.) Any leave/vacation time from services must be used in full one-week periods or back-to-back. Time off from services may not be broken up into daily increments.
2.) Note On Holiday Care: Holiday weeks (ex. major holidays such as Easter, Thanksgiving, and Christmas), may either be used as one of your “free” leave/vacation weeks from care, or used and paid for along with any additional holiday rates for that period.
3.) Resets Annually: Leave/Vacation time resets with each new 12-month contract. Any remaining leave/vacation time may not be rolled over to the following year.

Pup Club Legacy Clientele
1.) Honoring Our Care Legacy: Clientele who’ve previously signed up for PetWise Pros' Happy Pup Club(s), prior to Jan 2025, are automatically “grandfathered into” PetWise Pros' former discount pricing and policy terms. Previous Happy Pup Club agreements can be referred to within your signed care agreement policy history, on your “settings” page, at any time.

Pet Sitting Visit Frequently Policy
1.) For the safety and well-being of all pets, PetWise Pros requires:
a.) At least one visit per 24 hours for cats, birds (including fowl), reptiles, and small animals.
b.) At least two visits per 24 hours for dogs.
c.) At least two visits per 24 hours for farm and equine care.
d.) At least three visits per 24 hours for all puppies under age one.
2.) We strongly recommend:
a.) Three or more daily visits for mid-to-large-sized dogs.
b.) Four or more daily visits for small breeds or puppies under one year old.
3.) Senior pets, pets under five months, or pets with medical conditions require at least three daily visits to ensure proper care. PetWise Pros reserves the right to recommend additional visits, or overnight services, for unique situations.
4.) To ensure your pet’s safety, we ask that you notify us upon your safe return home following the completion of pet sitting or overnight care services.

Overnight Care Services & Add-On Policy
- About PetWise Professionals’ Overnight Care Services
1.) Each PetWise Overnight includes dedicated, attentive care hours for your pet outside of your sitter’s designated rest period. The number of active care hours included in your base booking is determined by your selected service type (e.g., Standard Overnight, TLC+ Overnight, or Farm Care Overnight).
2.) PetWise Professionals’ Overnight Care Services are designed to provide your pets with reliable, in-home companionship and supervision throughout the night. During the course of overnight care, sitters are considered “off-duty” for a set rest period (i.e. sleeping hours) while remaining on-site to ensure your pet’s comfort and safety.

Overnight Add-Ons: Extended Care or Sleep-Free Sleepovers
1.) Overnight add-ons provide the perfect at-home solution for pets with high or specialized care needs—ensuring your pet receives around-the-clock attention, while your sitter receives fair compensation for the extended care provided.
2.) For pets who require active care during overnight hours—such as those with medical needs, anxiety, or limited mobility—PetWise Professionals offers two (2) tiers of overnight add-on services to ensure your pet’s needs are met. These add-on services, respectively known as “Extended Care Overnight(s)” and “Sleep-Free Sleepover(s)”, are tiered based on your pet’s care requirements during regular sleeping hours.
3.) These service add-ons ensure that your sitter is compensated for additional waking hours, if your pet requires hands-on care, during their designated rest period. Examples may include, but are not limited to:
a.) Senior pets or those requiring nighttime assistance or medication.
b.) Pets with health conditions that cause restlessness or distress during the night.
c.) Puppies or newly adopted pets who require frequent overnight attention or potty breaks throughout the night.

Overnights: Compensation & Add-On Requirements
1.) An “Extended Care Overnight” add-on is required if your pet’s care needs result in one to two (1-2) additional hours of active care during the sitter’s designated rest period.
2.) A “Sleep-Free Sleepover” add-on is required if your pet’s care needs result in your sitter receiving less than five consecutive hours of sleep during an overnight stay, in accordance with North Carolina labor laws.
3.) Overnight add-ons allow PetWise Professionals to fairly compensate employees for additional working hours while maintaining the comfort, safety, and well-being of your pets.
4.) Any applicable add-on fee(s) will be applied in addition to your base overnight rate, and billed per night of care.
5.) All overnight services and related add-ons are subject to PetWise Professionals’ standard Payment and Cancellation Policies. This includes booking deposits, due dates, and short-notice or non-refundable cancellation terms.
6.) Add-on(s) may be applied preemptively (based on known household or pet’s care needs) or after services are rendered, as determined by the sitter’s documented care experience.
7.) PetWise Professionals are responsible for communicating any overnight care changes to the client in a timely manner. Any overnight add-on applied after the original invoice and payment must be communicated to the client within seven (7) days of the end of vacation services.
a.) Feedback or reports regarding disrupted rest hours received after this seven-day window (e.g., on day 8 or later) will be documented for future reference but will not result in retroactive charges to the client.

Services Right of Refusal Policy
1.) PetWise Pros reserves the right to refuse or terminate services without notice or refund if:
a.) Conditions are unsafe for animals or caregivers.
b.) An animal displays aggression or poses a danger to our staff.
c.) A staff member is bitten, injured, or exposed to illness during care.
2.) For safety and consistency, PetWise Pros does not allow:
a.) “Job-sharing” (e.g., shared care with non-immediate family members like neighbors, friends, or other pet care providers).
b.) “Combined care” (e.g., care for multiple households’ pets in one home). Please see PetWise Pros' “combined care” policy for further details.
3.) PetWise Pros does not provide services for strictly outdoor-only pets, excepting in livestock. If pets cannot access shelter, services may be denied.
4.) PWP does not provide care for poisonous, venomous, or inherently dangerous animals.
5.) PetWise Pros does not offer care for animals requiring restraint methods or specialized veterinary equipment unless otherwise arranged in advance.
6.) PetWise Pros does not provide negative reinforcement training. This includes but is not limited to physical reprimanding, shock collars, or harsh choke-chain collars. Alternative positive reinforcement methods may be suggested and implemented, or services may otherwise be denied.
7.) PetWise Pros does not offer care for animals not considered to be a “pet” (e.g. animals that are kept for food, commercial products, or sale purposes).
8.) Neither refunds nor care credits are issued for services refused under these terms, and payment is required for all scheduled care.


Scope & Release of Liability
1.) Presence of any third-party’s during time of care waives all claims of liability made against PetWise Pros or its employees during time of care.
2.) PetWise Pros may not be held liable for, but not limited to, the following:
a.) Any resulting trip or travel expenses related to canceled services.
b.) Injuries or illness resulting from pre-existing conditions, improper fencing/enclosure, or hazardous property conditions.
c.) Pets who are housed in free-range living environments, or who have unrestrained ingress/egress from the home, without supervision (i.e. outside of our visits).
d.) Incident(s) that occur outside of our direct supervision or care.
e.) Damages or injuries resulting from altercation(s) between existing pets within your household. We require full disclosure about any potential temperament issues, and altercation history, prior to care so we may provide safe and quality care services.
f.) Damages or injuries resulting from omitted or withheld temperament or aggression issues.
g.) Animals that are not considered “pets” (e.g. animals that are kept for food, commercial products, or sale purposes) are not covered by PetWise Pro’s scope of insurance, and thus are not considered eligible for care.

Client Liability Policy
1.) For client safety, and the safety of all of our clients as we continue care between households, we ask that clients disclose any pertinent details regarding communicable illness, diseases, or pathogens. Omission of pertinent health related details, or failure to disclose information regarding a known illness, may result in the immediate termination of care services without refund, and the assumption of liability for any health or medical related expenses that may result.
2.) In the event that PetWise Professionals' provider(s) are bitten, injured, or otherwise exposed to any disease or ailment from a client’s pet(s) or animal(s) during the course of services, the client or owner will be held liable and fiscally responsible for any damages or medical expenses incurred. In the event that a pet bite occurs, PetWise Pros is responsible by state law to report the occurrence to local authorities.
3.) In the event that PetWise Professionals' provider(s) are injured while on client property during the course of services, excepting in the case of gross negligence, the client or owner will be held liable and fiscally responsible for any damages or medical expenses incurred.

Home Surveillance Policy
1.) PetWise Professionals must be informed of any home surveillance, including cameras or audio recording devices.
2.) For the privacy of overnight sitters, indoor surveillance is not permitted during overnight care services. Please be respectful of quiet time hours (8PM-8AM) while our sitters relax with you pet(s) for the night, and get ready with them in the morning.
3.) PetWise Professionals does not consent to being recorded (audio or video) during services.

Media Release Policy
1.) We love sending you photos of your pets! Photos of your pet(s) or animals will be shared privately through your care journal(s) and client account.
a.) Note: These photos are available to you through your care journal(s), as well as the “Photos” section within your client account.
2.) Clients may opt into public media sharing (e.g., social media or marketing) by answering “yes” in their client account settings.
a.) Note: This option can be found under the “may we share…” question on your client dashboard, towards the bottom of your “Pets → My Info” page.
3.) Clients may revoke this permission at any time by updating their preferences, but previously shared media will remain in use. If you alter your account preferences, we ask that you also notify us through email so that we may tag your client account appropriately for non-use.
4.) PetWise Professionals and its affiliates retain the creative and intellectual rights to all media taken by its employees, or those providing service(s) for the business.
5.) By selecting or typing “yes” (or any affirming variation therein) to the “may we share…” question on their PetWise Pros client account, clients’ may allow PetWise Pros and its affiliates to utilize media of your pet(s), on social media and in small business advertisements without expectation of compensation.
6.) A Note To Our PetWise Pros Family: As a small business, we do not aim to sell or profit from your pet’s photos, but instead share and promote our services through the use of the happy smiles we create every day. While photos and other media may be used in various ways throughout our social pages, website, and other platforms, we will not sell your pet’s photos, nor use them outside of general small business usage. As such, we do not compensate our clients for the use of pet photos or any other form(s) of media that are used (with client consent) on our website, social, or other platforms.

“Combined Care” Policy
1.) PetWise Professionals does not permit combined care (multiple households’ pets in one home or residence) unless explicitly approved under exceptional circumstances, such as:
a.) Emergency situations involving direct family members.
b.) The other household meet all the following criteria:
b1.) Are a direct family member of the main client
b2.) Are located outside of PetWise Pros' offered services areas
b3.) Pet(s) have a proven history of familiarity, and positive interactions with each other
2.) Approval requires pre-discussion with management, along with the following prior to start of care:
a.) An additional meet & greet will be required, or as deemed necessary by PetWise Pros’ management.
b.) PetWise Pros must be provided with the other household’s full contact information and veterinary preferences.
c.) The pet owner must be added to the main client's account, with the understanding that they will have unfettered access to the account as long as their log-in is active.
d.) All of PetWise Pros’ current care agreement policies and waivers must be signed and accepted by the pet owner.
e.) Information for all pet(s) receiving care must be added onto the main client's account.
f.) All pet(s) must be up to date on vaccinations in accordance with PetWise Pros' health policies.
3.) A maximum of two (2) households may be combined, in accordance with the above regulations, at a time.
4.) Any pet(s) not agreed upon, or that have not followed the above process prior, 4.) will not be considered for care. Vacation care in which an unknown household’s animal(s) are present will result in a refusal of care services for both households. See “Right Of Refusal”, above, for further details.

Employee Solicitation Policy
1.) PetWise Professionals invests a lot in its employees. As such, PetWise Pros employees are bound by a non-compete agreement and may not be solicited for independent pet care. Any violation may result in termination of services without credit or refund, and ineligibility for services moving forwards.

Referral & Promotional Credit Program
1.) Existing clients can earn care credits by referring new households to PetWise Pros!
2.) To qualify, your referred friend must:
a.) Mention your name when booking,
b.) Complete their meet-and-greet, and
c.) Book and finish at least one paid care service (excluding meet-and-greet visits).
3.) A “new client” is defined as a household that has not previously used PetWise Pros’ services.
4.) A “pet care service” refers to any weekly or vacation care visit—meet-and-greets are not included.
5.) Promotional “get” credits may not be used towards meet-and-greets.
6.) You can refer as many friends as you’d like (unlimited “gives”), and earn as much as you’d like by doing so, but referral credits (“gets”) are limited to one per new client household.
7.) Referral rewards are issued as care credits and applied directly to your PetWise Pros client account.
8.) Referral credits are valid for up to one year from the date they are issued.
9.) All clients—new and referred—must reside within PetWise Pros' service area or be willing to pay the extended service area fee to qualify for services.

Payment Policy
With each booking, PetWise Pros reserves time on our care calendar specifically for your pet. Our cancellation policies are in place to help sustain our small business, and continue to provide quality pet care to our PetWise Professional family for years to come.
1.) Email Invoices: Invoices are emailed to the main email address listed on file.
2.) Vacation Care Invoicing & Deposits: Pet sitting and vacation bookings require a 50% deposit to reserve your spot, with the balance due 48+ hours before the service start date. Deposits are based on your total care balance. Deposits are non-refundable and non-transferable.
a.) Booking Note: Forgetting to complete your remaining vacation care balance, before 48+ hours of expected services, may result in the loss of your booking. We recommend paying in full, to avoid missing this final invoice due date.
3.) Weekly Services Invoicing: Weekly care services are invoiced on Fridays and can be paid online or via cash/check collected during a scheduled visit.
4.) Flat-Rate Care: Pup Club services are billed weekly at a flat rate, regardless of the number of visits used.
5.) On Demand Care: A $10/service surcharge applies to all appointments, other than meet-and-greet visits, booked with 48-hours or less notice.
6.) Holiday Rates: A $10/visit, $20 per service for overnights or visits up to two hours long, or $60 per service for any Paws-Free Prestige Care Services, surcharge applies during PetWise Professionals' holiday care dates. A list of holiday care dates are indicated on your client calendar, or are available by request.
7.) Late Payments: Payments are due upon invoice receipt. A 20% late fee (minimum $10) will apply to invoices unpaid after 10 days. Unpaid balances after 28+ days will be charged to the card on file.
8.) Payment Reminders: Auto email reminders are after two days, and then again after 5 days time if the invoice remains unpaid.
a.) Note: these assessments are primarily intended for completed care where payment has not been received in a timely manner. If you receive a late fee on your proposed pet sitting, please reach out to PetWise Pros’ management about complementary fee removal.
9.) Returned Checks: Bank returned checks will incur a $35 returned check fee, separate from payment owed, to cover check return charges.
10.) Credit Cards: Clients are required to maintain an active credit or debit card on file. We will not automatically charge your client card on file to confirm your requested pet sitting care unless you’ve pre-authorized us to via our separate credit card auto-charge authorization form. If you have not signed our auto-charge authorization form, you are required to personally make payment though cash, check, or email invoice (for your care total or booking deposit percentage) to confirm your vacation care.
11.) Automatic Payment Authorization: By signing the Automatic Credit Card Payment Authorization Form, clients agree that their card on file may be automatically charged for services and related fees as scheduled or incurred. It is the client’s responsibility to review their scheduled services, after requesting services or as requested by officer staff, to ensure booking and billing accuracy. Card details are stored securely under a separate payment authorization form, and charges will only be applied in accordance with services PetWise Professionals’ care agreement policy.
12.) No Combined Billing: Each pet owner must be billed separately, regardless of the pet’s temporary place of residence. This includes but is not limited to renters/tenants within the same household or building. This is only overturned in extenuating circumstances, please refer to PetWise Pros' “combined care” policy for further details.
13.) Paws-Free Prestige Membership Billing: Clients enrolled in the Paws-Free Prestige Membership will be billed automatically each month in accordance with the Membership Policy section. Monthly membership fees are earned, and non-refundable, but may be canceled at any time. Please refer to that section for full details regarding billing, cancellation, and membership benefits.

Cancellation Policy
1.) Locked Door: Homes traveled to but are not accessible (locked door), will be charged the price of the missed visit.
2.) Short-Notice Cancellations: Visits canceled within 48 hours of the scheduled time are considered short-notice and will be charged at the full visit rate. Vacation care (e.g. pet sitting and overnights) canceled within this timeframe will likewise result in a “short notice cancellation”, and a full charge for all services booked.
3.) Early Returns or Late Departures: If a client returns early or departs late, scheduled care fees remain unchanged and are non-refundable.

Refund Policy
1.) Refunds: PetWise Pros does not issue refunds for canceled or unused services. Any unused care, minus applicable cancellation fees, will be returned to the client as a care credit.
2.) Care Credits: Care credits are auto applied to future services and remain valid for up to two years (730 days) from the date of issuance.
3.) Note: Circumstances that fall under PetWise Pros' right of refusal policy (e.g. of safety concern to our sitters, or un-approved job-sharing), may result in care cancellation without advance notice or refund. Please see complete policy for details.

Appointment Times & Inclement Weather Policy
1.) Appointment Windows: Visits are scheduled within time blocks (e.g., morning, afternoon, or evening) to allow flexibility between households. Specific times are not guaranteed but will be accommodated when possible.
a.) Booking Note: If your pet(s) requires specific visit or medication times, overnight care services, or a culmination of overnight care services with daytime care, will be required.
2.) Arrival Variance: services may occur up to two hours before or after the scheduled time to accommodate unforeseen circumstances. In the event of an emergency, PetWise Pros reserves the right to further adjust times to best accommodate everyone’s care needs.
3.) Severe Weather: In cases of severe weather or natural disasters (including but not limited to storms and extreme temperatures), PetWise Pros reserves the right to adjust visit times, durations, or cancel appointments to prioritize safety.
4.) Cancellations Due to Weather: If weather conditions prevent PetWise Pros from attending scheduled care, any prepaid amounts or deposits will be credited toward future services. Clients will not be charged for any unattended care that PetWise Pros has personally cancelled.

Replacement Sitter Policy
1.) Emergency Coverage: If the assigned sitter is unavailable due to an emergency, PetWise Pros will arrange a qualified replacement to maintain your pet or animal’s care schedule. Clients will be notified of any changes.
a.) Overnight Booking Note: If no other sitters are available for scheduled overnights, but available for care visits, PetWise Pros will make care changes to ensure your pet’s safety and care are met until you return or an alternative is found. Any difference in cost of care will be communicated, or credited towards future care services, if applicable.
2.) Unavailable Replacement: If no replacement sitter is available, clients will be notified as soon as possible, and prepaid amounts will be credited for future usage.
3.) Emergency Backup Plan: To ensure your pet or animal is never left unattended, clients are required to provide an emergency contact caregiver, backup sitter, or list a boarding facility, in case of unforeseen circumstances (ex. Hurricane). This may be filled out, or changed as needed, on your main client account profile.

Pet Abandonment Policy
1.) If a pet or animal is abandoned or the client fails to return home as scheduled, PetWise Pros reserves the right to transfer the pet(s) to an appropriate home or facility for their care. The custody or control of the pet(s) may be determined therein by PetWise Pros, or the assuming group, as needed to ensure pet health and safety.

Supplies Shortages Policy
1.) If essential supplies (e.g., food, litter, or medications) run out during care, PetWise Pros will purchase replacements at the nearest store or veterinary office.
2.) A fully stocked emergency first aid kit must be available on-site prior to the start of any farm care services. If a kit is not provided, or cannot be located at the time of care, PetWise Pros will supply one and invoice the client at the current rate of $150 (subject to adjustment based on supply costs). Please refer to our Farm Care Policies for full details.
3.) Clients will be responsible for reimbursing the full cost of purchases, plus an additional visit fee for time and travel. A care journal including photo(s) of any receipt(s) will be provided, or receipt copies may be made as requested.

Pet Health & Vaccination Policy
1.) All pets, excepting in livestock, must wear a current ID (e.g., collar & tag or registered microchip) during care services. Pet ID collars must be removed while a pet is crated, but must otherwise be kept on at all times.
2.) Dogs, cats, and other applicable mammals must be up-to-date on rabies vaccinations and any necessary medications. Lapses in vaccinations may result in a refusal of services without refund.
3.) Any medical conditions or medications must be disclosed before care begins.
4.) Cats receiving medications must remain indoors in order to ensure that we are able to properly monitor pet health, and fulfill any medication requirements.
5.) Clients must ensure that all pet and animal medications are fully stocked, within date, and properly labeled for PetWise Pros’ affiliates and providers prior to time of care services.
6.) PetWise Pros reserves the right to dispose of any sullied or expired consumables and medications.
7.) PetWise Pros reserves the right to refill necessary prescriptions during care, at the client’s expense, in accordance with our supplies shortage policy.

Unexpected Veterinary Care (Excluding Farm Animals)
1.) Clients will be contacted immediately in the event of an emergency.
2.) If the client cannot be reached, PetWise Pros will transport the pet to the veterinarian listed on file or the nearest emergency clinic.
3.) If no veterinary practice is listed on file for your pet(s), PetWise Pros retains the right to select an appropriate veterinary practice based on location, reputation, and available business hours.
4.) PetWise Pros reserves the right to transport any animal(s) in need of veterinary care off of client property so that they may receive treatment. PetWise Pros may not be held responsible for any extenuating circumstances that occur as a result of transport (ex. car collision when your pet’s driver is not liable or at fault).
5.) Emergency transport and care services are billed at PetWise Pros' hourly rate, starting at the home pickup and ending upon return. A “Veterinary Care Visit” will be issued to your client services schedule to keep track of employee time and travel.
a.) Note: If it is deemed that the pet(s) need to stay for an extended period of time, or overnight, PetWise Pros reserves the right to leave the facility as needed, and come back at a later time to collect the pet(s) or make care arrangements. Where this is necessary, a separate “Veterinary Care Visit” will be issued to your client services schedule for resumption of care hours later on.
6.) Clients are responsible for all veterinary costs incurred. To avoid delays, clients are encouraged to leave a credit card on file with their local and emergency veterinarians.
7.) PetWise Pros may charge the client’s card on file (up to the pre-authorized amount) if veterinary care is required and the client cannot be reached.
a.) Note: Payment information, including any limits on pre-authorized payment amount, are documented in PetWise Pros' “Emergency Veterinary Care” form and through your PetWise Professionals client account.
8.) If PetWise Professionals is deemed liable, financial reimbursement will be communicated with the client post incident investigation.

Farm & Livestock Care Policy
The following farm policies are listed in addition to all general care policies outlined in this agreement.
1.) PetWise Pros offers limited care for farm animals and livestock, available on a case-by-case basis with prior approval. Services may include feeding, turnout, stall or coop maintenance, administering basic medications, and general wellness checks.
2.) All animals must be healthy, safely enclosed, and able to be handled by staff. We do not offer care for unmanageable, aggressive, or unsafe animals.
3.) PetWise Pros values the safety and biosecurity of your farm. To support our biosecurity standards, PetWise Pros utilizes Vikron-S as a disinfectant for all multi-use items and employee footwear between farms.
4.) For care services that extend for five days or more, PetWise Pros utilizes disinfectant boot stomp pads containing a 1% Vikron-S solution. Stomp pads will be left under a covered area, by your barn or facility’s entrance. PetWise Pros may not be held responsible for the ingestion of this product by any loose or free ranging animals. Please ensure that we are notified of any free-roaming animals with chewing tendencies.
5.) For safety, all animals must either be completely released from head halters when not actively being led, or secured in safety-release (breakaway) halters. Under no circumstances will PetWise Pros will not leave any animal unattended while wearing a non-breakaway halter.
6.) PetWise Professionals reserves the right to discard any consumables—such as feed, medications, or supplements—that are expired, moldy, infested, or otherwise compromised (e.g., moldy hay or evidence of rodent contamination in stored feed). See “Supplies Shortages” for item replacement details.
7.) Clear instructions must be provided though PetWise Pros' client software for all care routines, including feeding schedules, medication details, and emergency protocols.
8.) Clients are required to provide contact information for the following on-call resources:
a.) Their farrier (and backup if available)
b.) Their designated farm veterinarian (and backup if available)
c.) A local emergency farm contact (must be available for the full duration of your care dates)
d.) A trailering resource in case of emergency transportation needs
9.) The following must also be available on-site for PetWise Pros' staff:
a.) A documented barn emergency and evacuation plan
b.) A quarantine or isolation procedure for sick or new animals
c.) *A fully stocked barn first aid kit with size-appropriate supplies (see “emergency farm first aid kits” below for further details)
d.) A fully stocked tool kit, with fencing repair supplies
e.) A client card kept on file, along with prior-authorization, with your chosen farm veterinarian
10.) A Helpful Horse Parents Also:
a.) Labels their halters and/or stalls.
b.) Pre-measures & baggie their supplements.
c.) Provides disposable gloves where needed (ex. for ulcer medication).
d.) Ensures that all of their farm and animal information is fully updated in PetWise Pros' software prior to leaving.
e.) Calls their vet and farrier to let them know they’re going to be traveling, and to confirm their credit card on file.

Farm Care Bookings
1.) PetWise Pros' farm and equine services include care for an *unlimited number of animals.
2.) Services are billed at an hourly farm care rate, with a one hour minimum per care visit, to properly attend to all of your animal’s needs. Holiday rates and other services charges apply.
3.) *PetWise Pros' staffing will utilize our initial meet-and-greet visit to assess the approximate time required to properly and safely accommodate animal count, and facility upkeep needs.
4.) If additional care time is required, outside of your initial booking, it will be discussed and added on to your care schedule on an as-available basis.
5.) Bookings must be made in one hour periods (eg. 1, 2, or 3 hours long), based on your facility’s needs.
6.) Any care hours booked may be split between multiple sitters, as needed, to provide care in a more safe and timely manner (e.g. two hours of scheduled care may be performed together, by two sitters, for a duration of one hour).

Emergency Farm First Aid Kits
1.) For the safety of your animals and to ensure preparedness in case of emergency, PetWise Pros requires that a fully stocked farm emergency first aid kit be available on-site prior to the start of care services.
2.) Each kit should include the following basic supplies:
a.) Stethoscope
b.) Latex or nitrile gloves
c.) Flashlight or headlamp
d.) Hoof pick (for equine care, if applicable)
e.) Forceps or tweezers
f.) Medical gauze scissors
g.) Digital thermometer
h.) Petroleum jelly
i.) Anti-bacterial neosporin
j.) Disposable cool pack
k.) Vet wrap or bandaging material
l.) Gauze pads (various sizes, such as 4” x 4” gauze pads & gauze rolls)
m.) Disposable adult pads, feminine pads, or baby diapers
n.) Water based baby wipes (optional, but helpful)
o.) Antiseptic wipes
p.) Hydrogen peroxide
q.) Isopropyl alcohol
r.) Saline or sterile eyewash
s.) White tape or medical tape
t.) Duct tape
u.) Clean towels or cloths
v.) Any species-specific emergency medications (with instructions)
3.) Clients may provide their own kit or purchase a complete, pre-assembled kit through PetWise Pros for $150. These kits are designed to meet basic farm care needs while supporting biosecurity and emergency response standards.
4.) If a kit, containing all of the aforementioned, is not present at the time of your scheduled care, PetWise Pros will automatically provide one and invoice the purchase price to your account.
5.) The emergency kit’s storage location should be clearly listed, and kept up to date, in the client’s account for staff reference. If the kit cannot be located at the time of care, PetWise Pros reserves the right to provide a replacement kit and invoice accordingly.
6.) Once purchased, the emergency kit becomes the client’s property and is theirs to maintain moving forward.
7.) Kits may not be “taken apart” for missing items only—each kit is to remain complete and intact for emergency use.
8.) Any items missing or expired from the emergency kit must be replenished by the client. If necessary, PetWise Pros may restock items in accordance with our Shortage of Supplies Policy, and the associated costs will be invoiced accordingly.

Emergency Response & Limitations of Farm Care
1.) PetWise Pros' role is limited to providing routine care and identifying visible signs of injury or illness.
2.) In the event of a medical emergency (e.g., colic, severe injury), PetWise Pros will contact your veterinarian on file first, followed by you and then your designated emergency farm contact.
3.) Staff will remain on-site to monitor and assist with handling until the vet arrives.
4.) Once the veterinarian has taken over care, PetWise Pros will continue to assist until your emergency contact arrives, if needed. Any unscheduled time spent outside of booked visits will be billed at our standard hourly farm care rate.
5.) If your emergency contact cannot be reached and extended care is required, continued oversight will be billed at double the hourly farm care rate to compensate our staff for reschedulings and the extended time invested. This rate will go into effect an hour and half-hour after your emergency contact was initially reached out to.
6.) PetWise Pros does not provide transport for trailer-requiring livestock. All emergency transport must be arranged through your designated trailering contact or veterinarian.

Farm Emergency Management & Quarantine Plan
1.) PetWise Pros requires that basic emergency care plans, for quarantine and natural disaster purposes, be kept on file for all farms. This may be filled out as a form, or uploaded as a file to your client account.
2.) PetWise Pros will make every effort to help maintain the safety and biosecurity of your farm. To support this standard, clients are asked to provide a designated quarantine area that remains available for use. This space may be used in the event of illness, injury, or any situation requiring temporary separation from the herd.
3.) The instructions you provide will be used as an emergency care guideline for your farm animal(s) in the event of a fire, natural disaster, or illness outbreak.
4.) In the event of a natural disaster or illness outbreak PetWise Pros’ staff will take action first, contact your veterinarian on file next, then reach out to you followed by your designated emergency farm contact as needed.
5.) PetWise Professionals will continue to assist until your vet or emergency contact arrives, if needed. Any unscheduled time spent outside of booked visits will be billed at our standard hourly farm care rate.
6.) If your emergency contact cannot be reached and extended care is required, continued oversight will be billed at double the hourly farm care rate to compensate our staff for rescheduling and the extended time invested. This rate will go into effect an hour and an half after your emergency contact was initially reached out to.

I hereby acknowledge that I have read, understand, and agree to the terms and details as outlined to me in the enclosed document. I understand that in signing I am also accepting liability for any animals(s) that I place under the care services of PetWise Professionals (Your Pet Care Connection LLC), regardless of legal ownership.

I also agree and acknowledge that my checking the agreement box (below) on this agreement will be utilized the same as my e-signature, and will be used and accepted the same as my personal signature of written consent, for the enclosed document(s).

*Policy copies are available via your Precise Pet Care (PPC) application, or online client dashboard under your "Settings" page. Please inform PetWise Pros or your care provider if you would like to request an additional policy copy.

YPCC Nail Trim Policy
Pet Nail Trim Policy

In order to book our in-home nail trim visits, PetWise Professionals asks that those booking services either be an existing client who has kept up some form of regular care within the last three months, or a new client who has received a minimum of a meet & greet visit with us within the last three months. This helps us to ensure that your pet is both comfortable and familiar with us, and ready for their visit when we come by for care services.

*PetWise Professionals’ pet nail trim visits are intended for well behaved pets who are comfortable with having their nails trimmed. For pet health and safety, and to ensure that we can make your pet's nail trim visit a positive and successful experience, our sitters may need to determine whether or not your pet is able to complete their nail trim visit. For pets exhibiting high levels of stress or anxiety, or those that become unruly or aggressive, PetWise withholds the right to cease your pet's nail trim visit as need.

*For nail trim visits that we are unable to complete due to pet temperament or behavior, no visit refunds or care service credits will be issued so as to pay our care providers for both their time and effort.

For appointments where we are unable to complete the visit (due to overly unruly, overly stressed, or aggressive pets), we will use the remainder of the time, up to 10minutes, as a quality care “paw-play” visit in order to work towards a positive learning experience for your pet. This positive reinforcement method helps work towards successful future nail trims, and reduce any stress or anxiety your pet may have towards grooming.

Note: Check out our "+Paw-play" visits! Have a pet who isn't quite comfortable with nail trim yet, but want to work towards it? PetWise Professionals is proud to offer constructive paw-play visits to help your pet achieve positive association with regular grooming care, and work towards successful future nail trims. These positive reinforcement visits are the perfect way to get started on the right track towards reducing any stress or anxiety your pet may have towards grooming!

Sometimes, life happens. While we always strive to ensure quality services and the safety of your pet, from time to time nails can accidentally be trimmed too shortly, resulting in “quicking”. Our pet care professionals are trained on how to handle this situation, and pet parents will always be apprised if any such situations occurs.

- In the event of quicking, PetWise Pros will use styptic powder in order to quickly cease any bleeding, and will closely monitor your pet during our visit. Should a nick of the nail bed occur, PetWise Professionals will notify you via care journal and offer options to keep your pet away from any fabrics (Ex crating to keep your pet away from rugs or couches), in the unlikely event that the nail resumes bleeding.

- PetWise Professionals and it's affiliates are not liable for any household items that are damaged or stained as a result of an accidental quicking that was treated (via styptic powder), and monitored during our visit but re-opened for any reason (Ex rough play or paw chewing) later on.

From time to time, pets may experience slight soreness in their paws or limbs after receiving a nail trim, even without any notable occurrences during their visit. If your pet is prone to soreness or arthritis, please advise our care providers prior to your pet's nail trim visit, so that we may best mind their personal needs or any physical limitations during their visit.

For pets who have not received regular nail trims, this may result in nails that are trimmed, but left longer than you may anticipate. This is because your pet's nail bed grows out over time if left uncut. In order to shorten the overall length of your pet's nails, regular nail trims are required in order to assist the nail bed in receding resulting in a shorter nail. While this problem is correctable, this process may take multiple months in order to see a visible difference. Please allow time for your pet's nails to show improvement.

The use of a dremel tool in order to shorten or smooth the ends of your pet's nails is not recommended or offered for cats, or young puppies under the age of 12 months. The use of a dremel tool for young puppies or pets with fine nails can damage your pet's nail bed, especially while they are still growing and their nails are still hardening, and is thus not offered through PetWise Professionals.

COVID-19 Safety Acknowledgment
At PetWise Pros, we're family. Family helps keep family safe! In addition to implementing day-to-day safety precautions during all of our walks and visits, PetWise Professionals is also proud to be COVID Safety Certified. Just another way PetWise Pros, your source for local professional pet care, is looking out for you and your pet's safety. Want to know more about our daily safety precautions? Check out our list of PetWise Pros daily COVID safety precautions below:

• Maintain the recommended 6' social distance at all times.
• Wear masks during M&G visits, while in client homes, and when in proximity to others or in social situations.
• Wear masks in a way such that it covers you nose and mouth at all times.
• Wash face masks every 2 days, or when damp after use to prevent the spread of germs and reduce risk of contamination.
• Use hand sanitizer or wash your hands before and after each visit to client homes.
• Remove shoes at the doorway when staying in a client's home for an extended period of time, or for services such as pet sitting visits.
• Use client provided cleaning supplies to wipe down surfaces as needed during visits.
• For dog walks, try to limit the amount of time spent within each client's home. When possible, try and meet the dog(s) at the door for dog walking visits.
• Optional: bring your own leash when walking pets, and sanitize between use.
• Do not allow pets to lick your face or hands after applying hand sanitizer.

For your health and safety, we are also currently asking clients before booking if they have shown signs of fever, experienced loss of smell, have been exposed to COVID-19, or have traveled out of state in the last three weeks prior to care.

For the time being, PetWise professionals will not be accepting care requests from clients who have recently traveled to COVID-19 hot spots (such as Florida and New York) in the last three weeks. We are also not currently providing care services for those who have been diagnosed or hospitalized with COVID during this time. These precautions are for your safety, and the safety of all of our other clients as we continue care between households. Thank you for your understanding, and we look forward to continuing to serve you and your pets with quality professional pet care!

PetWise Professionals Gift Certificate Policy
PetWise Professionals Gift Certificate Policy

Share the gift of an stress-free vacation! PetWise Professionals gift certificates are just the thing to help you share the gift of quality pet care with your friends or family members. Our certificates are available in amounts from $25-500, and are perfect for anything from daily dog walks, to stress-free pet overnight care services. Whether it's for a birthday, anniversary, wedding gift, or that perfect holiday find, give the gift of peace of mind this season!

PetWise Professionals Gift Certificate Policies: Our pet care certificates have a few basic guidelines and regulations in order to ensure that we're able to continue providing you and your furry family members with quality care for years to come. Please refer to our gift certificate and gift voucher policies below for details.

1.) Gift certificates or vouchers may be purchased in amounts of $25-$500, in increments of $25. Certificates may be purchased through an existing client account via cash, check, or invoice, or via cash or check for eligible clients that have not yet been established.
2.) PetWise Professionals gift certificates are valid up until 1 year (365 days) from date of purchase, or until date listed on voucher. Certificate is to be dated upon purchase, with no time extension to be given past the expiration date listed on voucher.
3.) Client(s) must be located within PetWise Professionals’ service areas in order to qualify for gift certificate redemption. Service areas may not be extended.
4.) Services are bookable based upon availability. Proof of voucher or certificate does not guarantee care services until fully booked per PetWise Professionals’ booking policy.
5.) Any gift care certificates or vouchers must be collected by PetWise Pros prior to, or by time of care in order to receive the credit towards care. If the certificate or voucher is not available to be collected by time of care, services will then be invoiced resulting in a full charge for any services booked or rendered.
6.) Sitter gratuity is not included in the certificate or voucher amount.
7.) PetWise Professionals’ pet care gift certificates are intended for use with care services, and cannot be redeemed to purchase merchandise, gift cards, or additional gift certificates.
8.) Not valid with any other offer, discount, sale, or in conjunction with any special promotion.
9.) Any gift certificates, vouchers, or gift cards are not redeemable for cash.
10.) Certificates or vouchers are non-refundable, and cannot be exchanged for cash in part or full. No change will be given on the unused portion of the voucher or certificate.
11.) May not be sold or transferred.
12.) The management retains the right to reject any voucher that has been tampered with or found in any way unacceptable.
13.) PetWise Professionals is not responsible if a gift certificate or voucher is lost, stolen, damaged or destroyed. No replacement will be provided in these circumstances.
14.) The terms and conditions of gift cards, certificates, or vouchers shall be amended at any time, and at the sole discretion of PetWise Professionals.

I agree and acknowledge that my checking the agreement box (below) on this agreement will be utilized the same as my e-signature, and will be used and accepted the same as my personal signature of written consent, for the enclosed document(s).