Veterinary Instructions and Release Form
I understand that I am responsible for ensuring my emergency contact information and current Veterinary information is up-to-date at all times.
If your pet becomes ill, we will call the emergency number(s) listed regarding your pet's symptoms before taking him/her to the veterinary office(s) listed above. If we are unable to reach you in the event of an emergency regarding your pet's health, be advised that whatever measures are deemed necessary will be taken to ensure your pet's life and health. You will be responsible for all charges incurred within these measures.
If the veterinary offices named above is not available, I authorize WAGS AWAY, LLC or Associate to take my pet/s to another veterinary office for treatment. I understand that WAGS AWAY,LLC cannot be held responsible for the results of the veterinary treatment or the loss of my pet.

Wags Away Client Agreement
Policies and Procedures

Payment:
Payments for walking, visiting, or sitting services are to be paid in full at the time of booking or prior to the first day that service begins. If payment is not received before services begin, a $10.00 late fee may be added to your invoice. Wags Away accepts credit card payments only. If the client requests to extend service, the client guarantees payment at the same rate for all services provided upon return. Although not required, if you wish to tip the pet sitter, please do so via the link on your invoice.
Surcharge Policy:
Holidays: A $5 surcharge per visit and/or service will apply for all services made on the following holidays: New Year's Day, Martin Luther King Jr. Day, Presidents Day, St. Patrick's Day, Easter, Mother's Day, Father's Day, Independence Day, Labor Day, Columbus Day, Halloween, Veterans Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve.
Last-Minute Booking Fee: A $5 surcharge per visit and/or service for any service request made less than 24 hours prior to the start of services.
Cancellation/Refund Policy for Dog Walks and Home Pet Visits
Full Refunds will be issued via account credit if cancellation is made 7 days prior to the start of contracted services (14 days prior to holidays). A 50% refund will be issued via account credit if cancellation is made at least 48 hrs. prior to the start of contracted services (7 days prior to holidays). Cancellations without 48 hours (7 days for holidays) notice will not receive a refund*.
Paying each invoice acknowledges that you agree to this entire refund policy. Credits can be used towards future invoices and are non-transferrable.
*Ongoing Weekly Dog Walks canceled within 24 business hours will receive a full refund as an account credit for future services.
**Cancellations due to acts of God, natural disasters, and terrorism will be handled on a case-by-case basis.
Cancellation of Overnight Services
We understand that sometimes plans change and you need to cancel or change your travel plans. However, since we schedule your overnight services exclusively, we typically are unable to fill the empty spots a cancellation creates. Once services are confirmed, we dedicate time to you and do not overbook. We understand your plans may change and we do not charge for cancellations with adequate notice. However, if you cancel less than 48 hours (2 days) in advance, you will be required to pay for the pet sit visit that you have scheduled. For early returns, we require a 24-hour notice or the client will be charged the rate of one visit. Payment in full must be received prior to the first visit.
Emergencies:
We understand emergencies happen. Please give as much notice as possible to change services due to birth, death or family emergencies, or any other emergencies discussed and agreed upon by Wags Away.
Return Call:
Within a reasonable time after your return, please call or text us. If we don't hear from you, our concern is that you may have been delayed. If we make a visit to your home because we weren't notified, regular visitation charges will apply.
Scheduling:
A pet sitting visit will only take place after the initial consultation in your home. We recommend that you book your pet sitting visits as early as possible as we always schedule our appointments on a first-come, first-serve basis.
We do not guarantee specific time slots. A 2-3 hour window is acceptable, except in the case of pets that require medication at a specific time or has a specific medical condition (in which a one hour window is acceptable). We are, however, happy to note your preferred visit time and will do our best to accommodate.
Overnight stays fall between 7pm and 9pm through 7am and pet visiting hours fall between 7am and 9pm and are usually completed during this time period, unless we have a heavy workload. In the case of pets requiring one visit a day, we do not offer the choice of a time slot. These visits will be scheduled to fit between our other visits. We will attempt to place that visit according to clients time frame wishes, but do not guarantee that time frame. We will ensure that the visits are scheduled no more than 24 hours apart.
Keys:
During our meet and greet, we will need to collect 2 (two) keys to your home for our visits. THIS IS A VERY IMPORTANT SAFETY FEATURE. One key is for the pet sitter that will be going to your home and one is a backup key that will be kept by management for emergency purposes. We feel that this option will provide a better sense of security for the homeowner, but it also makes it easier for us should an emergency occur and a back-up sitter is needed to make the visit. If you live in a gated community, you must provide a gate card, remote, or appropriate access codes.
Should keys become unusable or for any other reasons beyond the pet sitters control, Wags Away has authorization to employ the services of a locksmith to gain entry into a client's home on client's behalf. **Client will be responsible for all expenses incurred and reimburse Wags Away upon return.
Medication:
We are happy to provide medication to your pets. Client acknowledges that Wags Away will give insulin injections as instructed by the client, however, we cannot guarantee the outcome of such injections. Client understands that Wags Away pet sitters are not licensed veterinary care professionals. We will care for diabetic pets provided their condition is stable and client provides us with accurate dosing instructions. We do not do glucose testing. Client understands the risks involved, and agrees that Wags Away will not be held liable for harm or death to pet(s) resulting from insulin injections. Client also holds Wags Away harmless in the event the pet(s) suffers adverse reactions or shock while Wags Away pet sitters are away from the client's home. We will not pet sit for acutely ill pets, pets with uncontrolled/untreated medical conditions, or any pets that are aggressive. We suggest the pet be boarded with a veterinarian or at a kennel. We will make every effort to administer medications that the pet(s) in our care requires. However, if the pet absolutely refuses to cooperate, client authorizes and accepts charges for transport of pet(s) to veterinarian and for veterinary administration of medications. In the event the pet continues to prevent us from medicating them, client agrees to allow us to leave the pet with the vet, and accepts all charges. Wags Away is authorized to seek any emergency veterinarian assistance needed during visits, at the cost of the client, from any veterinarian as chosen by the sitter, should client's own vet not be available. We will, of course, make an effort to contact the client before veterinary care is sought, but reserve the right to have pets treated, in the event the client and their emergency contact is unreachable. Wags Away will not be held responsible for the health/well-being of the pet should client refuse veterinary care when pet sitter deems it is necessary. Wags Away is not responsible if, despite our best efforts, a pet refuses to eat, drink, accept medication, or to be walked. Pets that will not take medication will be transported to a vet, at the client's cost.
Leashes/Fences:
No dogs will be allowed to roam or be allowed off leash under any circumstances while outside in unfenced areas or off the client's property. Owners of free-roaming cats agree to hold Wags Away completely harmless in the event cat(s) are injured or killed, do not return home, etc. If client has an invisible fence, the dog(s) must be leashed. Clients are responsible for adhering to all national, state, and local animal laws and ordinances. We will not walk unruly/untrained dogs, or dogs that choke themselves on their leash. We will not walk dogs in severely stormy weather. If the weather isn't dangerous to our well being we will take dog out to relieve itself, if the dog will go outside, but cannot guarantee the outcome. Pet owners are responsible for supplying the necessary, safe equipment/supplies needed for care of their pet(s), including but not limited to a sturdy, well-fit harness (halter, collar, etc.) for walks or in case of emergencies, firmly affixed vaccination tags, a lead rope or leash, pooper-scoopers, litter boxes, food, cleaning supplies, medicines, pet food, and cat litter. Pet owners authorizes any purchases necessary for the satisfactory performance of duties. Pet Owner agrees to be responsible for the payment of such items as well as service fees for obtaining items, and will reimburse Wags Away upon their return for all purchases made.

Key Policy
During our meet and greet, we will need to collect 2 (two) keys to your home for our visits. THIS IS A VERY IMPORTANT SAFETY FEATURE. One key is for the pet sitter that will be going to your home and one is a backup key that will be kept by management for emergency purposes. We feel that this option will provide a better sense of security for the homeowner, but it also makes it easier for us should an emergency occur and a backup sitter is needed to make the visit. If you live in a gated community, you must provide a gate card, remote, or appropriate access codes.
Should keys become unusable or for any other reasons beyond the pet sitter's control, Wags Away has the authorization to employ the services of a locksmith to gain entry into a client's home on the client's behalf. **Client will be responsible for all expenses incurred and reimburse Wags Away upon return.

I authorize the employees of Wags Away LLC to use my house key(s) during the time he/she will be caring for my pet(s).

Cancellation/Refund Policy
Full Refunds will be issued via account credit if cancellation is made 7 days prior to the start of contracted services (14 days prior to holidays). A 50% refund will be issued via account credit if cancellation is made at least 48 hrs. prior to the start of contracted services (7 days prior to holidays). Cancellations without 48 hours (7 days for holidays) notice will not receive a refund*.
Paying each invoice acknowledges that you agree to this entire refund policy. Credits can be used towards future invoices and are non-transferrable.
*Ongoing Weekly Dog Walks canceled within 24 business hours will receive a full refund as an account credit for future services.
**Cancellations due to acts of God, natural disasters, and terrorism will be handled on a case-by-case basis.


Pet Health & Hygiene Policy
I understand:
Pets are expected to be clean, free of fleas, ticks, mites and/or pests, nails trimmed and illness-free within 48 hours before the start of contracted services
We cannot perform any service for any dog or cat with a human bite history. Clients are required to disclose any history of their pet(s)' aggressive behavior or bite history prior to booking services and noted in their animal profile on this site. Should the Client not disclose all prior knowledge of pet(s)' unsafe behavior and any Company staff member get injured during the course of performing services, the Client agrees to be responsible for any and all costs and expenses by Pet Sitter and/or Company as a result of the animal to include future costs and/or lost wages by Pet Sitter.


Emergency & Severe Weather Policy
Every attempt will be made to provide the agreed-upon services.
National emergencies or other circumstances beyond our control may delay or prevent Pet Sitter's visit(s). San Diego County is at risk for wildfires, flooding, or severe weather conditions.
It is our policy that if this should happen and your area in San Diego County is affected due to a Federal or Local State of Emergency or natural disaster, Wags Away LLC will be shut down temporally during the height of the storm/weather to maintain the safety of the pet sitters. We will resume our normal activities as soon as our safety concerns are lifted and travel is permissible in your area.
All clients must have a backup plan (i.e. neighbor or family member) to attend to their pet(s) and home if we cannot get to your home during the height of the storm or natural disaster and any duration before and/or afterward. We will try our best to maintain communication with our clients but due to power outages, cell phone and computer usage may very limited or nonexistent.
Your local emergency contacts, as well as your wishes for backup care for your home and pet(s), should always remain up-to-date in your client portal Home Profile so we can plan and execute accordingly as able to do so. Coordinating care for our clients and their pets will be our only priority, so please have a plan in place to have someone secure outdoor items, install shutters, and other important household items.
Another item to plan and prepare for is ensuring your pet(s) has extra of everything that would be needed for care should you be delayed returning or local stores aren't stocked with their needs. This includes, but is not limited to: food, bottled water, *medication and refills*, litter, trash bags, first aid supplies, treats, calming aids, indoor potty supplies (if needed and not safe to go outdoors). Having these supplies on hand will also enable us to continue our care until you are able to return home.
For our clients that are in town and NOT traveling, be sure to let us know ASAP to cancel your daily visits and know that we may have limited service as power lines may be down. Do not assume that we are getting your messages. You will get a confirmation from us if we get your requests.
Thank you for your understanding. The safety of our staff is a top priority in order to ensure we can care for the pets you love dearly. Please contact the office at wagsaway@yahoo.com or 858-947-8337 with any questions or concerns relating to this matter.


Safe Workplace Environment Policy
Wags Away LLC is dedicated to maintaining an enjoyable, safe, clean, healthy, and productive environment for our team members.

As part of our commitment to fostering a positive work environment, Wags Away LLC Employees are adequately and continuously trained to perform their jobs safely and are issued safety equipment as deemed necessary for this purpose.

Wags Away LLC Clients are expected to provide pet care and handling tools that are in safe working condition and adequately protect employees and pets while services are performed.

Wags Away LLC reserves the right to refuse services to any Client that provides an unhealthy, unsafe, or hostile work environment for our Employees.

Wags Away LLC encourages Employees to discuss workplace environment concerns with our Management Team as soon as these are perceived.