OPERATION
POLICIES
Dog Training Policies
A. Schedule Policy
For all training inquiries and schedule availability, please email cara@getactivepaws.com.
B. Cancellation Policy
• Training sessions- To cancel a scheduled training session please make the request via the calendly link you received upon your booking. If you are unable to locate it please email cara@getactivepaw.com 24 hours prior to the scheduled service in order to request a cancelation. If you make the request 24 hours or more before the scheduled session, you will not receive a charge for the cancellation. If we have been notified after 24 hours of a cancellation, you will be charged for the session booked.
Please note that we will come for visits unless told otherwise, including during inclement weather.
• Board & Train - To cancel a scheduled board & train please make the request via email, cara@getactivepaws.com at least 48 hours prior to the start of the scheduled service. If you make the request before 48 hours you will not receive a charge for the canceled board & train. If we have been notified less than 48 hours from the start of your service, you will be charged for the entire booked service time. Board & train service is highly specialized and planned out prior to your dog's arrival. Many other services and schedules are adjusted to make your dog's learning our priority.
C. Reschedule Policy
• Training sessions- To reschedule a scheduled training session please make the request via the calendly link you received upon your initial booking. If you are unable to locate it please email cara@getactivepaw.com 24 hours prior to the scheduled service in order to request a reschedule. If you make the request 24 hours or more before the scheduled visit, you will not receive a charge. If we have been notified after 24 hours for a reschedule, you will be charged for the visit. Training sessions may be rescheduled a maximum of 2 times. Further rescheduling could cause termination in service. Training sessions are planned out prior to your trainer's arrival. Many other services and schedules are adjusted to make your dog's learning our priority.
• Board & Train - To reschedule a scheduled board & train please make the request via email, cara@getactivepaws.com at least 7 days prior to the start of the scheduled service. If you make the request before 7 days you will not receive a charge. If we have been notified less than 7 days from the start of your service, you will be charged for the entire booked service time. Board & train service is highly specialized and planned out prior to your dog's arrival. Many other services and schedules are adjusted to make your dog's learning our priority.
D. Trainer Policy
Active Paws strives for continuity for the benefit of both your pet and our trained specialists, as it is our experience that keeping your animal in the care of the same person/people provides for a more comfortable visit and learning experience for both dog and trainer as both learn each other’s nuances, tricks, and behaviors. However, in the event of emergencies, sick or vacation days, Active Paws reserves the right to cancel or send a replacement trainer to your home. You can rest assured knowing that all Active Paws trainers are subjected to background checks, certified in Pet CPR & 1st Aid and are trained on our positive reinforcement methods before they are allowed to offer training for client animals without supervision (day training). If you require to meet the trainer covering for or taking over for your previous trainer, there will be a $30 charge for the meeting.
E. Client Responsibility
Client accepts and agrees that they are 100% responsible for their progress and results from the use of Active Paws dog training. Active Paws dog trainers makes no representations, warranties or guarantees verbally or in writing regarding individual performance. Client understands that because of the nature of the program and extent, the results experienced by each client and dog may significantly vary.
Active Paws dog trainers make no warranties or guarantees regarding the outcome of any dog training services. Active Paws dog trainers follow ethical guidelines from the leading training and behavior organizations.
F. Liability
If the client dog causes property damage, or bites or injures any dog, animal or person (including but not limited to Active Paws Inc. trainers and trainer’s agents then Client agrees to pay all resulting losses and damages suffered or incurred and to defend and indemnify Active Paws Inc. trainers and trainer’s agents from any resulting claims, demands, lawsuits, losses, costs or expenses, including attorney fees. If the dog is injured Client assumes the risk and agrees that Active Paws Inc. trainers and trainer’s agents will not be held responsible for any resulting injuries, losses, damages, costs or expenses. Active Paws Inc. trainers and trainer’s agents agrees to indemnify and hold Client harmless from and against any claims of injury, expense, costs, loss or damages caused by the gross negligence or willful misconduct of Active Paws Inc. trainers and trainer’s agents the Dog is in the sole custody, care and control of Active Paws Inc. trainers and trainer’s agents. Owner acknowledges that Active Paws Inc. trainers and trainer’s agents hold no control over the Dog when the Dog is not in the exclusive custody, care and control of Active Paws Inc. trainers and trainer’s agents and Owner agrees to indemnify and hold Active Paws Inc. trainers and trainer’s agents harmless from and against any and all claims of injury, expense, costs, loss or damages caused by the actions of the Dog when the Dog is not the sole custody, care and control of Active Paws Inc. trainers and trainer’s agents.
By agreeing to these terms and conditions, I certify that I have been informed and understand that there is always some unavoidable risk of injury involved when working with animals, especially animals with behavioral issues. I acknowledge that dogs can be inherently difficult to control and that not all dogs will be under control at all times resulting in the possibility of injury to myself, my dog, my family members, or third parties. Additionally, I have had full opportunity to discuss all concerns I have about the foregoing risks with Active Paws Inc. trainers and trainer’s agents and its authorized representatives. I have also made all inquiries and investigations to my satisfaction related to such risks, including, but not limited to, an examination of the training area (if applicable). As lawful consideration for participating in training, I, for myself, my heirs, executors, administrators, legal representatives, successors and assigns. hereby waive, release, discharge and agree not to sue and to indemnify, defend and hold harmless Active Paws Inc, and their members, managers, agents, and employees from any and all injuries, losses, claims and damages to any person or persons of any nature whatsoever, including claims arising from the Client’s own negligence, and all costs associated therewith, including attorney’s fees, court costs and consultant fees, arising from my participation in the training sessions at Active Paws Inc. trainers and trainer’s agents sole election, Trainer's duties hereunder shall terminate if (a) in Trainer's sole judgment Dog is dangerous or vicious to Trainer or any other person or animal, or interferes with the training of other dogs, or (b) Client breaches any term or condition of this Agreement. Upon termination in accordance with the foregoing, Trainer's duties shall terminate but all other provisions of this Agreement shall continue in full force and effect.
Active Paws Inc. trainers and trainer’s agents promise to perform the training services requested under this Agreement with the degree of skill, care and learning ordinarily possessed and exercised by the average member of its profession. Active Paws Inc. trainers and trainer’s agents are certified in pet first aid & CPR; they are not veterinarians, veterinary assistants nor experts trained in administering medications to animals.
G. Sick Dog Policy
If you notice that your pet seems under the weather (vomiting, coughing, loose or bloody stools, lethargy, diarrhea or has been diagnosed with a contagious illness) it is best to cancel service.
If your dog is diagnosed with kennel cough (Bordetella), is coughing or having mucousy sneezes, please cancel and notify us immediately. Kennel cough is very contagious and spreads very quickly so we take extreme caution when an animal becomes infected.
If we cannot get in touch with you to inform you of your pet’s condition and it is an emergency that requires medical attention we will act on behalf of the dog’s best interest, within reason, at the owner’s expense. We will transport your dog to its primary veterinarian as per our records. If your vet is unavailable we will take the animal to Weston Veterinary Hospital, our preferred veterinary hospital, or if necessary, to an emergency care facility. All medical expenses will be the responsibility of the sick/injured dog’s owner.
H. Reactive/Aggressive Pet Policy
The client will be responsible for all medical/veterinarian expenses and damages resulting from injury to the trainer, other persons or animals by the pet. Client agrees to indemnify and hold harmless Active Paws Inc. in the event of a claim by any person injured, or claiming injury to their animal by the pet. Client also agrees that it is their responsibility to notify Active Paws Inc. of any pet that has caused an injury to any human or other animal. If a pet has a history of biting or other aggressive behavior, Active Paws Inc. reserves the right to refuse service. Bites must be reported to the local authorities as provided by law.
I. Weather Policy
We are well equipped to weather the elements and train in all kinds of weather. It doesn’t matter if it is raining, snowing, hailing, or simply scorching hot, we will be out there and doing our jobs to the best of our ability. Please assume that despite any weather conditions if you have a visit scheduled with Active Paws we will show up. Should you want to cancel due to inclement weather our cancellation policy above will apply.
On days where our ability to provide service is hindered by inclement weather, i.e. icy road conditions, please keep in mind that we may need to adjust scheduled times in order to compensate for travel time.
If the weather is extreme (hot, cold, stormy) we may shorten your pet’s outdoor exposure to protect both dogs and trainers. Please let us know if your pet has difficulty in any type of weather.
In the event of a city/town declared emergency such as inclement weather, we reserve the right to refuse your service during the declared emergency.
J. Payment Policy
Payment is due on or before the day the training service begins. An invoice will have previously been sent, if you do not receive one by the time of your scheduled visit, please email cara@getactivepaws.com.
Payments can be received via cash, check, credit or debit card. You may choose to mail a check (made out to Active Paws Inc. mailed to; Active Paws Inc. PO Box 550156 N. Waltham, MA 02455), give a check to your trainer or pay with a major credit card, debit card, or apple pay through the online link sent in your invoice email. Please do not leave credit card numbers over the voicemail, on e-mail or for your trainer.
Returned checks are subject to an additional $35 charge.
Late fees will be assessed after 7 days.
K. Contact Policy
Please contact us via email for the fastest most accurate response at cara@getactivepaws.com for all training inquiries. We do have a voicemail system but messages are checked infrequently due to our being out working with animals.
L. Parking Policy
In order to have safe access to your animals, especially in towns with permanent or seasonal parking bans; Active Paws Inc. requires a private parking area for pet visits. This can be either a driveway or assigned parking space.
M. Misc.
Active Paws Inc. will not be held liable for damage to Client’s property or injury/disappearance of pet if any other person has access to pet or property during the term of this agreement or future assignments.
Active Paws Inc. is not responsible for damage to Client’s home beyond the control of the Pet Sitter/Company. This includes, but is not limited to leaks, electrical problems, broken water pipes, plumbing and acts of God. Every attempt will be made to contact the Client and then the emergency contact before making a subjective decision on dealing with the problem. All repairs and related fees will be paid by Client, or fully reimbursed to Active Paws Inc. within 7 days.
Client is responsible for pet-proofing house, yard and the security fences/gates/latches. Active Paws Inc. will not be responsible for the safety of Client’s pet(s), and will not be held liable for the loss, injury, disappearance, death or fines of pet(s) with unsupervised access to the outdoors. This includes pets with dog/cat doors and outdoor pets.
Any additional visits requested or necessary shall be paid for at the agreed rate. Any additional necessary costs such as food, supplies, or vet fees shall be paid for by the client.
Active Paws and its employees, agree to provide the services listed on our website in a reliable and trustworthy manner. In consideration of these services and as an express condition thereof, the client (person hiring Active Paws for services) expressly waives and relinquishes any and all claims against Active Paws and its employees, unless arising from negligence.
Please keep in mind that we try to be as flexible as possible and that we try our best to be understanding of the unexpected nature of life. These policies are primarily in place for instances of reoccurring cancellations and late payments. If at any time you need to work around these policies please email so that we can see if we can work something out.
Dog Walking Policies
1. Schedule Policy
Should you need to add or change a regularly scheduled walk, your cancellation request must be in by 9 pm the Friday before the week in which you wish to have a service change/addition. Should we receive a request later than 9 pm the Friday before that particular schedule is created we may be unable to accommodate your request.
All clients with regularly scheduled days and time slots, for example Monday-Friday or Tuesday and Thursday of every week, will get priority for scheduled slots over clients that ask for different days each week. Regularly scheduled slots are always guaranteed. Please see our cancellation and vacation policy below should you want to cancel or have a vacation where our services will be suspended while you are away.
2. Cancellation Policy
To cancel a scheduled visit please make the request via the time to pet portal before 9 pm on the night prior to the scheduled service. If you make the request before 9:00 pm, you will not receive a charge for the cancelled visit. If we have been notified after 9:00pm for a cancellation, you will be charged for the visit.
Please note that we will come for visits unless told otherwise, including during inclement weather.
3. Last Minute Service Policy
If you're stuck at work and can't get home in time to let your dog out, feel free to send a request through the portal. We usually can accommodate Last Minute Services. Under normal parameters, we ask for at least 48 hours notice for clients to request a normal non-last minute service visit. If the reservation is made under the “Last Minute” parameters, you may be charged an additional $5 over the normal rate. We consider a request to be last-minute when the request is made after 9:00 pm the night before the requested service day.
For your own satisfaction, we ask that you try to let us know by 9:00 pm the night prior to the requested services to avoid the fee. Please make all requests through the time to pet portal. Last Minute Services are subject to scheduling constraints, and clients might not receive the desired time slot.
4. Vacation Policy for Regular Weekly Scheduled Clients
We at Active Paws guarantee that should your regularly scheduled caretaker take a vacation, we will still provide complete service for your animal. We reserve the right to change caretakers for our staff vacation time or for emergency situations with little to no notice.
If you use Active Paws services on a regular weekly basis (at least 3 days per week every week) and would like to go on vacation where our services for your animal are not needed, your regularly scheduled time and service spot will be guaranteed for up to 2 weeks.
Should you not need our service for more than 2 weeks your regularly scheduled spot cannot be guaranteed. Available openings for our service are first come first serve.
5. Pet Care Specialist Policy
Active Paws will assign a professional dog walker/pet care specialist to your dog providing you have Monday-Friday walks. If you use multiple services (i.e., walks on varying days and playgroup on others), you will most likely have one staff member taking care of your pet during playgroup and another staff member caring for your pet on "walking" days.
Active Paws strives for continuity for the benefit of both your pet and our pet care specialists, as it is our experience that keeping your animal in the care of the same person/people provides for a more comfortable visit and walking experience for both dog and walker as both learn each other’s nuances, tricks, and behaviors. However, in the event of emergencies, sick or vacation days, Active Paws reserves the right to send a replacement pet care specialist to your home. You can rest assured knowing that all Active Paws employees are subjected to background checks, certified in Pet CPR & 1st Aid and are trained on our pet care standards before they are allowed to care for client animals without supervision. If you require to meet the pet care specialist covering for or taking over for your previous care provider, there will be a $20 charge for the meeting.
6. Vaccination Policy
Active Paws requires that all of the animals in our care be up to date on their rabies vaccines.
We also require that your pets be seen at least yearly by a veterinarian and respect any care treatments you chose for your animal. We support minimal vaccinations but require veterinary visits so that the health of your pet can be guaranteed to be safe around other animals.
If you are going to use topical monthly flea and tick preventative, Active Paws asks that for the safety of our pet care professionals and the other dogs that you do so 24 hours prior to the animals being in our care.
7. Sick Dog Policy
If you notice that your pet seems under the weather (vomiting, coughing, loose or bloody stools, lethargy, diarrhea or has been diagnosed with a contagious illness) it is best to cancel service. If your pet is scheduled for a playgroup and your pet is sick he or she cannot come to group. It would be irresponsible of us to bring a sick dog along with other dogs where illness can spread very quickly. If your dog becomes ill while in our care we will contact you as immediately. In most cases, we will return the dog to your home where it can be more comfortable. At this point we will provide walking services for your dog until they are well.
If your dog is diagnosed with kennel cough (Bordetella), is coughing or having mucousy sneezes, please cancel and notify us immediately. He or she will not be allowed to return to regular playgroups for at least 20+ days. Kennel cough etc. is very contagious and spreads very quickly so we take extreme caution when an animal becomes infected.
If we cannot get in touch with you to inform you of your pet’s condition and it is an emergency that requires medical attention we will act on behalf of the dog’s best interest, within reason, at the owner’s expense. We will transport your dog to its primary veterinarian as per our records. If your vet is unavailable we will take the animal to Weston Veterinary Hospital, our preferred veterinary hospital, or if necessary, to an emergency care facility. All medical expenses will be the responsibility of the sick/injured dog’s owner.
8. Reactive/Aggressive Pet Policy
The client will be responsible for all medical/veterinarian expenses and damages resulting from injury to the pet sitter, other persons or animals by the pet. Client agrees to indemnify and hold harmless Active Paws Inc. in the event of a claim by any person injured, or claiming injury to their animal by the pet. Client also agrees that it is their responsibility to notify Active Paws Inc. of any pet that has caused an injury to any human or other animal. If a pet has a history of biting or other aggressive behavior, Active Paws Inc. reserves the right to refuse service. Bites must be reported to the local authorities as provided by law.
9. Daycare Policy
Due to the prevalence of communicable pet diseases, Active Paws Inc. cannot accept any clients that are currently utilizing a doggie daycare. A doggie daycare is a facility that holds pets indoors for periods of time similar to that of a child daycare.
10. Weather Policy
We are well equipped to weather the elements and walk in all kinds of weather. It doesn’t matter if it is raining, snowing, hailing, or simply scorching hot, we will be out there and doing our jobs to the best of our ability. Please assume that despite any weather conditions if you have a visit scheduled with Active Paws we will show up. Should you want to cancel due to inclement weather our cancellation policy above will apply.
On days where our ability to provide service is hindered by inclement weather, i.e. icy road conditions, please keep in mind that we may need to adjust walking times in order to compensate for travel time.
If the weather is extreme (hot, cold, stormy) we may shorten your pet’s walk to protect both dogs and walkers. Please let us know if your pet has difficulty in any type of weather and would prefer that we spend time with your pet doing something other than an outdoor activity.
In the event of a city/town declared emergency such as inclement weather, we reserve the right to refuse your service during the declared emergency. Payment of service is still required.
11. Towel Policy
For the safety and to maintain sanitary conditions for your dog(s), Active Paws asks that you provide towels we can use to wipe off your animals. Please indicate in your client details section of the time to pet portal where we can expect to find your dog appropriate towels if they are not left out with your leash. It is our goal to return your dog as clean as we found them.
12. Key Policy
Keys will remain locked securely at the Active Paws headquarters for safekeeping. Any other arrangements (key under the doormat, door left unlocked, key left with a neighbor, etc.) are strongly discouraged. If you choose to utilize other arrangements, all liability of Active Paws is negated, as we cannot be certain who is responsible if a door is left unlocked or the property is damaged.
Active Paws requests and strongly encourages that all clients provide 2 copies of house keys for secure storage at Active Paws headquarters. We strongly discourage other arrangements as mentioned before and cannot be responsible for damages that may occur due to unauthorized entry.
Residents of apartment complexes: You must sign email the complex office to authorize the apartment management to allow access of Active Paws members into your apartment. In this circumstance, only 1 key is necessary for our retention.
Should you move from our service area or discontinue our service and do not request your key to be returned, Active Paws Inc. will retain your key for up to 6 months after the date your service terminates. Beyond that, key labels are removed and keys are anonymously disposed.
13. Payment Policy
Payment is due within 7 days of your invoice being sent, or at the end of the given week in which you had service; dependent upon your payment plan. Invoices are sent out once per month via email for the previous month’s services.
Weekly payment plans require payment to be left on the last day of the week in which you have regularly scheduled services. This option is only available to those clients that use our services on a regularly scheduled basis. You may choose to mail a check (made out to Active Paws Inc. mailed to; Active Paws Inc. PO Box 550156 N. Waltham, MA 02455), leave a check for your walker to collect or pay with a major credit card through the online link sent in your invoice email. Credit card payments may only be accepted if your total is $50 or more. Please do not leave credit card numbers over the answering machine, on e-mail or for your walker.
If payment is not received within 7 days of receipt of invoice or 7 days following the last day of the week in which you have regularly scheduled services, you are subject to a 10% late fee of the total owed and services will be suspended until payment is made in full.
Returned checks are subject to an additional $35 charge.
14. Contact Policy
Please contact us via the time to pet portal for all of your questions, concerns etc. If you have a private matter or would like to speak directly to a manger/owner, please email us at info@getactivepaws.com. We do have a voicemail system but messages are checked infrequently due to our being out caring for animals. The portal and email are checked regularly and responded to immediately if your animal is in our care.
Hiring Active Paws Inc. means that you have a staff of dedicated individuals to care for your animal(s). Ultimately, the manager is responsible for all visits, no matter who provides them. To avoid miscommunication all correspondence needs to come from and to one source; our office. The preferred method is through the time to pet portal but while email/Internet access maybe unavailable for you, our office line is always available any time of day or night. In our 20+ years as professional pet care providers, we have learned that having a consistent route of communication assures our clients and staff that no detail slips through the cracks.
In an effort to keep prices fair we are unable to provide personal contact information for our employee's. Our employee’s phones are their personal phones and it is cost prohibitive for them to use their own data.
Communicated requests, last minute or otherwise can be viewed in the portal by management and your dog’s walker.
Office messages are retrieved remotely and checked infrequently. The office may be called at any hour, but do understand it may take over 48 hours for a message to be received. Access to our staff's private cell phone numbers will not be provided, all inquiries must come via the portal, email or the office line.
15. Parking Policy
In order to have safe access to your animals, especially in towns with permanent or seasonal parking bans; Active Paws Inc. requires a private parking area for pet visits. This can be either a driveway or assigned parking space.
16. Misc.
Active Paws Inc. will not be held liable for damage to Client’s property or injury/disappearance of pet if any other person has access to pet or property during the term of this agreement or future assignments.
Active Paws Inc. is not responsible for damage to the Client’s home beyond the control of the Pet Sitter/Company. This includes, but is not limited to leaks, electrical problems, broken water pipes, plumbing and acts of God. Every attempt will be made to contact the Client and then the emergency contact before making a subjective decision on dealing with the problem. All repairs and related fees will be paid by Client, or fully reimbursed to Active Paws Inc. within 7 days.
The client is responsible for the pet-proofing house, yard and the security fences/gates/latches. Active Paws Inc. will not be responsible for the safety of Client’s pet(s), and will not be held liable for the loss, injury, disappearance, death or fines of pet(s) with unsupervised access to the outdoors. This includes pets with dog/cat doors and outdoor pets.
Any additional visits requested or necessary shall be paid for at the agreed rate. Any additional necessary costs such as food, supplies, or vet fees shall be paid for by the client.
Active Paws and its employees, agree to provide the services listed in the Service and Price list in a reliable and trustworthy manner. In consideration of these services and as an express condition thereof, the client (person hiring Active Paws for services) expressly waives and relinquishes any and all claims against Active Paws and its employees, unless arising from negligence.
Pet Sitting Policies
I. Cancellation Policy
We ask that you give us at least 48 hours notice to cancel a pet sit reservation. Should your reservation include a holiday day; New Years Day, Martin Luther King Jr. Monday, President’s Day, Memorial Day, 4th of July, Labor Day, Columbus Day, Thanksgiving Day and Christmas Day we ask for 7 days of notice for a cancellation. Please note that you must let us know of the cancellation by 9:00 pm 2 days (or 7 days for holiday reservations) prior to the starting time of the reserved pet sits to avoid cancellation fees.
If you cancel your reservation more than 2 days (more than 7 for holiday reservations) before your scheduled services, you will be credited for the full amount paid for services. Full refunds are given within 30 days and paid out in the manner that they were received. Your refund will be confirmed via email.
If you cancel your reservation fewer than 2 days (or fewer than 7 for holiday reservations) before your scheduled services, your account will be charged with 25% of the pet sitting fee. The remaining balance will be refunded within 30 days in the manner in which you paid. Your refund will be confirmed via e-mail.
If you cancel any part of your scheduled reservation, such as ending the reservation early, you are responsible for the entire initial reservation fee. No refunds or credits will be issued.
If you are home during a scheduled visit and neglect or forget to cancel and your sitter arrives at your home, the full price of the service may be charged.
II. Last Minute Services
We ask for at least 2 days notice for clients to request a normal non-last-minute service visit. If the reservation is made under the “Last Minute” parameters, an additional $10 per overnight stay will be charged.
What constitutes last minute? Last-minute parameters are requests made beyond 9:00 pm the night before the requested service day. For your satisfaction, we ask that you let us know by 9:00 pm the night prior to the requested services to avoid the fee. Please make requests through the time to pet portal. Last Minute Services are subject to scheduling constraints, and clients might not receive the desired time slot.
III. Pet Care Specialist Policy
Active Paws will assign a professional pet care specialist to your pet for your initial pet-sitting needs.
Active Paws strives for continuity for the benefit of both your pet and our pet care specialists, as it is our experience that keeping your animal in the care of the same person/people provides for a more comfortable visit for both the pet and pet care specialist, as both learn each other’s nuances, tricks, and behaviors. However, in the event of emergencies, sick days, or other unforeseen issues, Active Paws reserves the right to send a replacement pet care specialist to your home. You can rest assured knowing that all Active Paws employees are subjected to background checks, certified in Pet CPR & 1st Aid and are trained on our pet care standards before they are allowed to care for client animals without supervision.
If you require to meet the pet care specialist, there will be a $20 charge for the meeting.
IV. Reactive/Aggressive Pet Policy
The client will be responsible for all medical/veterinarian expenses and damages resulting from injury to the pet sitter, other persons or animals by the pet. Client agrees to indemnify and hold harmless Active Paws Inc. in the event of a claim by any person injured, or claiming injury to their animal by the pet. Client also agrees that it is their responsibility to notify Active Paws Inc. of any pet that has caused an injury to any human or other animal. If a pet has a history of biting or other aggressive behavior, Active Paws Inc. reserves the right to refuse service. Bites must be reported to the local authorities as provided by law.
IV. Vaccination Policy
Active Paws requires that all of the animals in our care be up to date on their rabies vaccines.
We also require that your pets be seen at least yearly by a veterinarian and respect any care treatments you chose for your animal. We support minimal vaccinations but require veterinary visits so that the health of your pet can be guaranteed to be safe around other animals.
If you are going to use topical monthly flea and tick preventative, Active Paws asks that for the safety of our pet care professionals and the other dogs that you do so 24 hours prior to the animals being in our care.
V. Sick Dog Policy
If you notice that your pet seems under the weather (vomiting, coughing, loose or bloody stools, lethargy, diarrhea or has been diagnosed with a contagious illness) it is best to cancel service. If your pet is scheduled for a playgroup and your pet is sick he or she cannot come to group. It would be irresponsible of us to bring a sick dog along with other dogs where illness can spread very quickly. If your dog becomes ill while in our care we will contact you as immediately. In most cases we will return the dog to your home where it can be more comfortable. At this point we will provide walking services for your dog until they are well.
If your dog is diagnosed with kennel cough (Bordetella), is coughing or having mucousy sneezes, please cancel and notify us immediately. He or she will not be allowed to return to regular playgroups for at least 15 days. Kennel cough etc. is very contagious and spreads very quickly so we take extreme caution when an animal becomes infected.
If we cannot get in touch with you to inform you of your pet’s condition and it is an emergency that requires medical attention we will act on behalf of the dog’s best interest, within reason, at the owner’s expense. We will transport your dog to its primary veterinarian as per our records. If your vet is unavailable we will take the animal to Weston Veterinary Hospital, our preferred veterinary hospital, or if necessary, to an emergency care facility. All medical expenses will be the responsibility of the sick/injured dog’s owner.
VI. Weather Policy
We are well equipped to weather the elements and be out in all kinds of weather. It doesn’t matter if it is raining, snowing, hailing, or simply scorching hot, we will be out there and doing our jobs to the best of our ability. Please assume that despite any weather conditions, if you have a visit scheduled with Active Paws we will show up. If you are out of town it is our 100% guarantee that we will get to and care for your animal. Should you wish to cancel a scheduled pet sitting service due to inclement weather our cancellation policy above will apply.
VII. Daycare Policy
Due to the prevalence of communicable pet diseases, Active Paws Inc. cannot accept any clients that are currently utilizing a doggie daycare. A doggie daycare is a facility that holds pets indoors for periods of time similar to that of a child daycare.
VIII. Towel Policy
For the safey and to maintain sanitary conditions for your dog(s), Active Paws asks that you provide towels we can use to wipe off your animals. Please indicate in your client details section of the time to pet portal where we can expect to find your dog appropriate towels if they are not left out with your leash. It is our goal to return your dog as clean as we found them.
IX. Key Policy
Keys will remain locked securely at the Active Paws headquarters for safe keeping. Any other arrangements (key under the doormat, door left unlocked, key left with a neighbor, etc.) are strongly discouraged. If you choose to utilize other arrangements, all liability of Active Paws is negated, as we cannot be certain who is responsible if a door is left unlocked or property is damaged.
Active Paws requests and strongly encourages that all clients provide 2 copies of house keys for secure storage at Active Paws headquarters. We strongly discourage other arrangements as mentioned before and cannot be responsible for damages that may occur due to unauthorized entry.
Residents of apartment complexes: You must sign email the complex office to authorize the apartment management to allow access of Active Paws members into your apartment. In this circumstance, only 1 key is necessary for our retention.
Should you move from our service area or discontinue our service and do not request your key to be returned, Active Paws Inc. will retain your key for up to 6 months after the date your service terminates. Beyond that, key labels are removed and keys are anonymously disposed.
X. Payment Policy
Payment is due when you recieve an invoice for services. You may choose to mail a check (made out to Active Paws Inc. mailed to; Active Paws Inc. PO Box 550156 N. Waltham, MA 02452), leave a check for your walker to collect or pay with a major credit card through the online link send in your invoice email. Credit card payments may only be accepted if your total is $50 or more. Please do not leave credit card numbers over the answering machine, on e-mail or for your walker.
If we do not receive payment within 7 days of receipt of your invoice, we hold the right to cancel your reservation to make accommodations for other paying clients.
Returned checks are subject to an additional $35 charge.
XI. Contact Policy:
Please contact us via the time to pet portal for all of your questions, concerns etc. If you have a private matter or would like to speak directly to a manger/owner, please email us at info@getactivepaws.com. We do have a voicemail system but messages are checked infrequently due to our being out caring for animals. The portal and email are checked regularly and responded to immediately if your animal is in our care.
Hiring Active Paws Inc. means that you have a staff of dedicated individuals to care for your animal(s). Ultimately, the manager is responsible for all visits, no matter who provides them. To avoid miscommunication all correspondence needs to come from and to one source; our office. The preferred method is through the time to pet portal but while email/Internet access maybe unavailable for you, our office line is always available any time of day or night. In our 20+ years as professional pet care providers, we have learned that having a consistent route of communication assures our clients and staff that no detail slips through the cracks. In an effort to keep prices fair we are unable to provide personal contact information for our employee's. Our employee’s phones are their personal phones and it is cost prohibitive for them to use their own data. Communicated requests, last minute or otherwise can be viewed in the portal by management and your pet sitter. Office messages are retrieved remotely and checked infrequently. The office may be called at any hour, but do understand it may take over 48 hours for a message to be received. Access to our staff's private cell phone numbers will not be provided, all inquiries must come via the portal, email or the office line.
XII. Parking Policy
In order to have safe access to your animals, especially in towns with permanent or seasonal parking bans; Active Paws Inc. requires a private parking area for pet visits. This can be either a driveway or assigned parking space. If spaces are not provided we reserve the right to provide multiple visits.
XII. Visitor Policy
If anyone will be entering your home while your animal(s) are under our care, for the safety of our staff we ask that you notify us in advance. Active Paws Inc. will not enter an occupied home if we have not been previously made aware of visitors. Similarly, unless we receive instructions, we will not grant access to the home to any visitors. Active Paws and its staff will not be held responsible for any damages incurred to the home or pet(s) if visitors have access to the home during the same time as Active Paws and its staff. We reserve the right to refuse service if we have not been informed of a visitor prior to services being rendered. It is understood that anyone with access to the home will be notified of Active Paws Inc. staff presence and vice versa. The police will be called on all intruders or suspicious acts. Visitors are defined by not limited to; family members that do not currently live in the home, contractors, cleaners, and real estate agents
XIII. Shared Visit Policy
Active Paws Inc. does not share jobs with other family members or pet care professionals for the risk of liability.
XIV. Misc.
Active Paws Inc. will not be held liable for damage to Client’s property or injury/disappearance of pet if any other person has access to pet or property during the term of this agreement or future assignments.
Active Paws Inc. is not responsible for damage to Client’s home beyond the control of Active Paws and our staff. This includes, but is not limited to leaks, electrical problems, broken water pipes, plumbing and acts of God. Every attempt will be made to contact the Client and then the emergency contact before making a subjective decision on dealing with the problem. All repairs and related fees will be paid by Client, or fully reimbursed to Active Paws Inc. within 7 days.
Client is responsible for the pet-proofing house, yard and the security fences/gates/latches. Active Paws Inc. will not be responsible for the safety of Client’s pet(s), and will not be held liable for the loss, injury, disappearance, death or fines of pet(s) with unsupervised access to the outdoors. This includes pets with dog/cat doors and outdoor pets.
Any additional visits requested or necessary shall be paid for at the agreed rate. Any additional necessary costs such as food, supplies, or vet fees shall be paid for by the client.
Active Paws and its employees, agree to provide the services listed in the Service and Price list in a reliable and trustworthy manner. In consideration of these services and as an express condition thereof, the client (person hiring Active Paws for services) expressly waives and relinquishes any and all claims against Active Paws and its employees, unless arising from negligence.
