FAQs & Policies

A consultation is required for all new clients prior to starting any service and must be completed at least 72 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: There is a $65 fee for the initial New Client Consultation.  If an additional consultation is needed or requested (due to a recent move, the addition of a new pet, changes to your pet’s routine, etc.)  a $30 fee will apply for each additional 30-minute consultation. 

Furr Paws Only will require clients to obtain and utilize a key-storage lockbox at their place of residence for pet sitters to gain access into the clients property for the pets they’ll be caring for. Note: We don’t keep keys on file or on our person as a company.

Clients shall provide a lockbox with at least a 4-digit code that hangs from a door knob, railing or is wall mounted. The location is up to our clients, but we ask that the box is easily accessible. Note: A lockbox does not have to hang from your front door; it can be discreetly secured on a gate, fencing, piping, or electric meter, etc.

Clients may elect to provide a code of entry via garage or electronic door keypad. Clients are still required to purchase a lockbox as a secondary method of entry with a back up key inside the box to ensure that your pet sitter can access your property for scheduled services at all times should any of those two alternative methods fail.

*If your situation will not allow for a key storage lockbox, please contact us right away. 

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 for your pet care services is due in full on the first day of scheduled service. All payments must be made via the Time To Pet software. Any payment for a service made outside of Time To Pet will not be protected by the Terms of Service, or Furr Paws Only license, insurance, bonding, and other certifications.

Furr Paws Only will require clients to store a method of payment on their Time To Pet account and will automatically be enrolled in AutoPay (Automatic charging system for payment). Client authorizes Furr Paws Only to automatically charge the credit/debit card or ACH payment method on their Time To Pet account as payment for any and all future invoices. An Email will be sent 24 hours prior to a scheduled automatic charge as a reminder that the automatic charge will take place.

Please ensure your payment method is current and valid in your Time To Pet profile. If your card is declined or invalid, services may be delayed or cancelled until payment is resolved.

For new (first-time) clients, payment is due in full at the Initial Consultation to book pet care services.

For repeat (existing) clients, payment is due in full on the first day of scheduled service.

*We accept credit cards, debit cards (as long as they’re enabled for online or recurring payments), and ACH bank transfers.

*We do not accept cash, checks, money orders, or peer-to-peer payment platforms such as Venmo, CashApp, Zelle, or Pay Pal.

A $20 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.

Once a service request has been submitted, once approved and confirmed, any cancellation made will result in a cancellation fee based on 25% of your total booking. 

A cancellation made less than 48 hours of the scheduled service will incur a cancellation fee equal to the full cost of the visits cancelled. 

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 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 48 hours.

To ensure the safety of your pets, your home, and our team, clients must inform Furr Paws Only in advance if any individuals-including but not limited to houseguests, family members, roommates, contractors, cleaners, or other service providers-will be present in the home or have access during the scheduled service period.

While we ask that no one else be present during our scheduled visit time-blocks whenever possible, we understand that this may not always be feasible.  In such cases, Furr Paws Only reserves the right to adjust, pause or cancel service if the presence of others poses a safety concern or interferes with pet care.  If services are canceled for this reason, no refunds or credits will be issued. 

Please note that Furr Paws Only is not liable for any incidents, damages, or issues that arise in the home or with the pets while others have access to the property during the service period.

If we become aware that care is being shared with another individual while services are in progress, we reserve the right to discontinue service immediately. In such cases, no refunds or credits will be issued for remaining visits.

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 pay 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.

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 may apply. Clients cannot assume that visits will be extended until the client receives direct confirmation from us.

The client will receive a Welcome Email to activate/set up your account prior to the initial consultation.  Please note: In order for us to properly care for your pets, please make sure you add each pet to the pet profile and complete all the required fields/questions.  Feel free to add your own notes prior to the initial consultation.

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.)

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.

Clients will have the option to choose a time block per is it when scheduling service (see time blocks below):

(Morning: 6AM-10AM, Midday: 11AM-3PM, Evening: 4PM-8PM)

Please note: Pets who are on medication will be given priority.

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.

If pet has a confirmed or suspected zoonotic disease, we reserve the right to decline or opt out of providing care for the pet(s).  This decision is based on: 1.) Protecting the health and safety of our team, 2.) Preventing potential transmission of diseases to other animals or humans we interact with during the course of our services.

If services are declined, opted out of, or terminated due to non-disclosure or discovery of a confirmed or suspected zoonotic disease we offer no refunds or service credits.  If we must decline services before they begin due to a pet’s condition our cancellation policy will apply as outlined in our service agreement.

If your pet(s) require medical attention or experiences a medical emergency while in our care and needs to be transported to their attending veterinarian or animal emergency hospital, the pet errand service fees will apply. 

Please Note: We will transport your pet(s) to the veterinarian or animal hospital listed in your Emergency Pet Care Authorization and Time to Pet account.  However, if immediate care is needed, we will take your pets to the nearest available animal hospital.  We will make every effort to notify you before we transport, but in critical emergencies, we may need to act first and inform you as soon as possible.

For the safety, well-being, and liability protection of the pets in our care, we will not allow dogs to interact with people or other dogs while out on our walks.  This policy is strictly enforced regardless of the perceived friendliness of the dog or party. 

Our pet sitting services include additional light house hold duties (at no additional cost) such as bringing in the mail/newspaper/packages, adjusting lights/blinds/drapes, watering a few indoor/outdoor plants, and taking out the trash for security purposes. However, we are unable to accommodate additional household tasks beyond these services.  If a client requests duties outside of our defined scope, we regret that we will not be able to fulfill these requests.  Our focus remains on providing the highest level of care for your pets while maintaining reasonable light household support.

For the safety of your pets and our team, if extreme weather conditions (such as excessive heat or cold) make it unsafe to complete the full walk outdoors, we may shorten the outdoor portion of the visit.  The remainder of the visit will still be completed indoors with enrichment activities, playtime, or companionship.  Rest assured; your pet will always receive their full scheduled visit time.   

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