FAQs & Policies

Frequently Asked Questions

How do I get started?

Simply click on any of the “Get Started Now”buttons located on any page of the website.  Complete the required fields/questions and wait for approval.  Once the account has been approved, a member of our team will contact you to book an in-person Meet & Greet. 

Am I able to meet with a pet sitter prior to the start of service?

Absolutely! A complimentary consultation (Meet & Greet) for new (first-time) clients is required prior to starting any service, therefore, all new clients will have the opportunity to meet with a pet sitter at the time of the Meet & Greet. We want to make sure you feel comfortable with the assigned sitter who will be caring for your beloved furry friend(s), and also to make sure it’s a great fit for the both of us.

How far in advance do I need to schedule service?
We highly recommend that you schedule services as far in advance as possible to ensure we have the availability, as reservations are on a first come, first serve basis.
Do you require a set of keys to enter home, etc.?
Yes, the client is required to provide; house key(s), fob, garage door opener, etc., and must be given to the assigned pet sitter at the time of the Meet & Greet to allow access to the home for the pets they’ll be caring for. The client will have the option to keep the key on file for future services or provide a lockbox at the owner’s expense. If the client decides not to keep the keys on file with Furr Paws Only for future services a $25 key fee will apply if picked up/dropped off at a later date.
What is your cancellation policy?

Please realize you are booking our time, and we may therefore turn away other business to reserve time for you. * Any cancellation made, regardless of the reason, will result in a cancellation fee based on 25% of your total booking cancelled.  No Exceptions! *A cancellation made less than 24 hours of the scheduled visit(s) requires a cancellation fee equal to the full amount of pet sitting visits canceled. No Exceptions!

When is payment due and what are your acceptable methods of payment?
For new (first-time) clients, full payment is due at the Initial Consultation (Meet & Greet) to book pet care services. For repeat (existing) clients, payment is to be paid in full on the first day that service begins, if payment is not received additional fees will apply.

We accept Cash, Checks, and all major Credit Cards as acceptable methods of payment. Credit cards are processed through our online payment processing system.

I only need a pet sitter every other day or so to care for my pet(s) , is that something you can help me with?
For the health and safety of your pet(s), we will not offer every-other-day visits, as anything can happen when pets are left unattended. There is a minimum visit requirement that dogs be visited at least twice per day and cats along with any other species at least once per day (every 24 hours) when the pet sitting service option is selected.
I have a neighbor, friend and/or family member looking in on my pet while I’m away, so therefore I only need a pet sitter to come in once a day instead of twice a day. Do you do shared visits?
If a client requests that a third party will be sharing the responsibilities of pet care with us, WE WILL NOT DO IT! For the pets’ health and safety, liability reasons and to not complicate the pets care/service, we will “not job share”. If we find out that is going on while the service is being performed, we will cancel service immediately.
What happens if I return home early from a trip and get in sooner than originally planned?
If you return early, we may not be able to recover that time with a new booking, so we offer no refunds or credits for early returns.
Is there a last-minute booking fee?
Last minute things happen and we will do our best to assist you with your needs. Because schedules need to be revised and shuffled to accommodate last minute requests, a $25 last-minute booking fee will be applied to a reservation/or request scheduled less than 24 hours.
Do you charge an additional fee on Holidays?
Yes, there is an additional $15 fee (per-visit) if the service falls on any of these holidays listed: MLK Day, Presidents Day, Columbus Day, Veterans’ Day, Easter, Memorial Day, Juneteenth, Independence Day (4th of July), Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, New Years Day.

Policies

Consultation (Meet & Greet)

A complimentary consultation is required for all new clients prior to starting any service and must be completed at least 48 hours prior to the start of your requested service. The initial consultation allows us to become familiar with you and your pets as well as to become familiar with your home routine and to discuss all pertinent information about your pet needs. Please allow at least 30-60 mins for the initial consultation.

Please Note: If an additional Consultation is required/or requested (due to a recent move, a new pet in household, or pets routine has changed, etc.) A $30 fee will apply for an additional 30 min consultation.

Keys

House key(s), fob, etc., must be given to the assigned pet sitter at the time of Meet & Greet to allow access to the home for the pets they’ll be caring for. If the client decides not to keep the keys on file with Furr Paws Only for future services a $25 key fee will apply if picked up /dropped off at a later date. The client will also have the option to provide a lockbox at the owner’s expense where the pet sitter can gain access to the house key(s). Lock boxes must be displayed in an area that is easily accessible for pet sitters. Please note: Furr Paws Only will not be held liable for anything that happens to the lock box-corrosion (due to weather conditions), theft, or if the client forgets to leave the key in the lockbox, etc.)

Due to liability reasons and for the clients safety, we don’t allow the client to leave the key underneath the doormat or hidden. Keys must be given to the pet sitter at the time of the Meet & Greet, handed over prior to the start of service, kept on file, or kept in a lock box provided by owner-No Exceptions!

Electronic Door Entry Systems

Clients must provide us with at least 1 key if the client has an electronic door entry system. Door codes fail, so the owner must prove a physical key in the event that would occur.

Security Alarm Systems

Furr Paws Only requires that clients disclose if they have an alarm system and whether it will be armed or not while they are away. The client must also provide the security code and any password affiliated with the system should they need it as a reference should an issue occur.

Sitters will not be held responsible for any malfunction.

Furr Paws Only will not allow for clients to control the alarm system remotely via their mobile phones, tables, etc. by an app for it can delay service and entry.

Payment

Payment for your pet care services is to be paid in full on the first day that services begin. An invoice will be sent via email 24-48 hours prior to the start of service through our online portal. If payment is not received at the time of service a $25 late fee will be added to your invoice. If payment is late and is not received in full within 7 calendar days of invoice date an additional $15 late fee will be applied to the outstanding balance. If the outstanding balance is $100 or over, in addition to the $15 late fee, there will be interest charges on the total outstanding amount at the rate of 21%per annum or 3% monthly.

For New (first-time) clients , full payment is due at the Meet & Greet to book service.

We accept Cash, Checks, and all major Credit Cards as acceptable methods of payment. Credit Cards are processed through our online payment processing system. A handling fee of $30 will be charged for all returned checks regardless of the reason. In the event it is necessary to initiate collection proceeding on the account, the client will be responsible for all attorney fees and costs of collection.

Please make Checks payable to: Furr Paws Only

Holiday Fees

A $15 fee (per visit) will apply to visits made on the following Holidays:
Martin Luther King Day, Presidents Day, Columbus Day, Veterans Day, Easter, Memorial Day, Juneteenth, Independence Day (4th of July), Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Years Eve, New Years Day.

Cancellation Policy

Please realize you are booking our time, and we may therefore turn away other business to reserve time for you. 

*Any cancellation made, regardless of the reason, will result in a cancellation fee based on 25% of your total booking cancelled.  No Exceptions!

*A cancellation made less than 24 hours of the scheduled visit(s) requires a cancellation fee equal to the full amount of pet sitting visits canceled. No Exceptions!

If you return early, we may not be able to recover that time with a new booking, so we offer no refunds or credits for early returns.

Last Minute Booking

Last minute things happen and we will do our best to assist you with your needs. Because schedules need to be revised and shuffled to accommodate last minute requests, a $25 last minute booking fee will be applied to a reservation/or request scheduled less than 24 hours.

Trespassers & Visitors

For the safety of our staff, your four-legged loved ones, and your home, no other person should be permitted in your home nor care for your pets during the service period. Failure to comply will result in a breach of contract. Please notify Furr Paws Only if others (Housekeepers, Maintenance/or Repairman, Gardener’s, etc.) will have access to your home during your absence. Please Note: If anyone else has access to your home while the scheduled service is being performed, “Furr Paws Only” can assume no liability for any damages or losses to your home or pet.

NO Job Sharing

If a client requests that a third party will be sharing the responsibilities of pet care with us, WE WILL NOT DO IT! For the pets’ health and safety, liability reasons and to not complicate the pets care/service, we will “not job share”. If we find out that is going on while the service is being performed, we will cancel service immediately.

Locksmith Clause

In the event that Furr Paws Only is required to employ a locksmith to gain entry into a client’s premises due to malfunction of a lock or failure of the client to provide a working key, it is the clients responsibility to reimburse for all costs incurred. The client expressly gives Furr Paws Only the authority to employ a locksmith on the clients behalf in the event of aforementioned occurrences.

Extended Absence/Late Returns

In the event you have to be away longer than planned it is mandatory that we hear from you! We will do our very best to accommodate last minute changes into our schedule, but please note last minute fees will apply. Clients cannot assume that visits will be extended until the client receives direct confirmation from us.

Clients Making Reservations

Reservations are on a first come first serve basis. To book services, clients have to go through our online portal. Follow these steps on how to do so:

1.) Log into your account (If you don’t currently have one, please let us know), 2.) Click on the box titled “Scheduling”, then click on “+Request New Service”, 3.) Select Dates of Service (Multiple days or Single Day), 4.) Select pets for service, 5.) Select a service, 6.) Select preferred time block for each visit, 7.) If needed, please leave additional details for us, 8.) Review your requested services, and if needed add more, if not submit request. (Please note that a requested service should not be considered final until approved by us.)

“NO Every Other Day Visits”/Minimum Visit Requirements

For the health and safety of your pet(s), we will not offer every other day visits as anything can happen when pets are left unattended.

There is a minimum requirement that dogs be visited at least twice per day and cats along with any other species at least once per day (every 24 hours) when the pet sitting service option is selected.

Please Note: The amount of visits required per day will depend upon the pets needs, therefore will differ among each household.

We Don't Guarantee Exact Visit Times/or Time Slots

To alleviate any delays, such as traffic, emergencies, etc. we don’t guarantee exact visit times/or time slots. We operate based on windows of time when providing services. Clients will have the option to choose a window of time per visit when scheduling service. Please Note: Pets on medication will be given priority.

I’m Home

We want to be certain you are home and your pets are happy and again in your care. When clients return home, the owner must notify the pet sitter within 12 hours. If we don’t hear back, we are going to assume that pet care is still needed as we don’t want pets to go without care for an extended period of time, so we will return for a normal visit and if the client is home when we arrive there will be a charge for that additional service.

Plant Care

Watering plants is part of our pet sitting service and is included at no charge. We do our very best to follow our client’s instructions for the plants, but it’s ultimately not our fault if they’re wilted when the client returns home. We will water and care for them the best we can. Please Note: There is a charge associated with plant care if the Plant Care/House Check service option is selected as this is a service the client chooses when no pets are in the home and home needs to be checked in on in their absence.

Medications/ Supplements

The client must supply medication with detailed instructions on how to administer medication/or treatments, and if possible be able to demo medications during the Meet & Greet.

Inclement Weather

If weather conditions don’t allow for us to complete the full visit outdoors due to extreme heat or cold, we may shorten the dog walk/or visit with other activities, and complete the remainder of the visit indoors.  A visit will never be cut short.

Business Hours/Contact Information

Office Hours: 8 AM-5 PM (Mon-Fri)

Pet Care Service Hours: 6 AM-8 PM (Mon-Sun)

Email: Info@furrpawsonly.com

Phone: (818) 802-7752

Address: P.O. Box 11016 Burbank, CA 91510

Emails and phone calls will be returned promptly between the office hours of 8:00AM-5:00PM.

Should you reach us after hours we will return your phone call and email during the next business day between the office hours of 8:00AM-5:00PM

Become a part of the Furr Paws Only family!

Schedule a Complimentary Meet & Greet today!