Polocies and Procedures
Policies and Procedures
Meet and Greets
Meet and Greets are required when signing up as a new Super Paws Pet Care client so that we may gather pertinent information about you and your pets and to make sure we are all a good fit. Our employees work as a team in designated service areas. We will try to send both the primary sitter and a backup to the Meet and Greet. If for some reason your primary sitter is not available to pet sit for you on a certain date, a backup sitter will be sent to care for your pets. Our employees may "job share" from time to time due to family obligations, illness, time off, length of your reservation, personal issues, etc. All our sitters are trained professionals and are employees of Super Paws Pet Care. The initial Meet and Greet is free of charge. Any subsequent Meet and Greets you may request will be charged to you at the regular rate of a 30 minutes pet sitting visit ($30)
Reservations
Regular visits are done between 7:00 a.m.-10:00 p.m. and our office hours are 8:00 a.m.-8:00 p.m. Monday through Friday. There is a $10.00 charge for same-day reservations.

Payment for Services
Payment is due at the time of service. We will email you to confirm your reservation, and subsequently email you an invoice with your total. Payment of invoices using a credit or debit card via our Merchant account is our preferred method, but we will accept cash and checks. There is a $25.00 handling charge for checks returned for any reason. Late payments will incur a 2% late fee added weekly.

Holiday Fee
Our wonderful Pet Sitters take time away from their families so that you can celebrate with yours! The following holidays will incur a $10 per visit (and a 20$ per night for overnights) non-refundable added fee:
• New Year's Eve and New Year's Day
• Easter
• Memorial Day • Independence Day (4th of July)
• Labor Day • Thanksgiving and Black Friday
• Christmas Eve and Christmas Day


Keys
We understand the tremendous trust you impart to us when you leave your pets, home, and keys in our care. This is why we track our client's keys by a number system. Each client is assigned a number in Precise Pet Care that is specific to them. This system prevents anyone other than your sitter from linking the key to you. We have a two-key policy: one for the sitter and one to keep at the office as a backup. If you would like your key returned after each job you must pay your sitter $15.00 to pick up the key and $15.00 to drop the key off. We do not allow clients to hide their keys in the yard, under mats or anywhere outside for the sitter.

Disclaimer
We cannot accept a job if anyone else has access to your house aside from a maid service. We do no job share with your friends, family members or neighbors. This would void out our contract with you and we would not be held liable for anything.

Tips/Gratuity
100% of any gratuity goes to your pet sitter.


SPPC Contract
Super Paws Pet Care
406 Shady Ln • Little Elm, TX 75068 • (972) 377-9060
www.SuperPawsPetCare.com • Info@SuperPawsPetCare.com

This contract is an agreement between Super Paws Pet Care and the client whose profile it is attached to, for pet care services beginning on the date of signature and continuing thereafter on an as-needed basis. Super Paws Pet Care agrees to provide pet care services to the client in a reliable, trustworthy, and caring manner.

All reservations must be made via the Precise Pet Care portal.
Reservations made directly through your pet sitter will not be honored and may result in overbooking and cancellation of your reservation.

SERVICE AUTHORIZATION
I (Client) authorize Super Paws Pet Care to perform pet care services as outlined during the meet and greet.

If the pet(s) become ill while under the care of Super Paws Pet Care, I authorize the sitter(s) designated by Super Paws Pet Care to transport my pet(s) to my veterinarian (or an available vet). I authorize Super Paws Pet Care to approve any emergency treatment recommended by the veterinarian and agree to pay promptly for any charges incurred. I release Super Paws Pet Care from all liability related to transportation, treatment, and expense.

In the event of severe inclement weather, I authorize the sitter(s) assigned by Super Paws Pet Care to use their best judgment in caring for my pet(s) and home.

We have a two-key policy: one for the sitter and one to keep at the office as backup. If you want your key returned after each job, you must pay $15.00 for pick-up and $15.00 for drop-off.

We do not allow clients to hide keys outdoors (under mats, in yards, etc.) unless in a secure lockbox.

If only one key is provided, we reserve the right to make a copy at the client’s expense to prevent sitter lockouts.

PAYMENT AND POLICIES
Payment is due at the time of service without exception. Past-due invoices are subject to 2% daily finance charges.

Pet Sitting: $30.00 (30 mins), $38.00 (45 mins), $48.00 (60 mins).

Dog Walking: $26.00 per 20–30 min walk (up to 2 dogs), $34.00+ for 3+ dogs. Walks are Monday–Friday, mid-day only. Feeding is not included. If feeding is needed, the pet sitting rate applies.

Potty Breaks: $22.00 for a 15-minute break. Requires a backyard. If leashing is required, the dog walking rate applies.

Cat Sitting is provided daily only. We do not offer visits every other day or every third day for safety reasons.

Overnight Care: $130.00 per night (11–12 hours). Does not include daytime visits, walks, or breaks.

Extended Evening Tuck-In: $80.00 for a 2-hour visit (7–9 PM or 8–10 PM). Does not include additional daily visits.

A $25.00 handling fee applies to all returned checks.

Clients agree to reimburse Super Paws Pet Care for emergency veterinary care or supply expenses incurred while caring for their pets.

No refunds for early returns. Sitters have reserved that time for you.

Holiday care is non-refundable. Credits may be issued under special circumstances and are valid for 6 months.

A holiday surcharge of $10 per visit and $20 per overnight applies to the following days: Easter, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day.

LIABILITY
Client expressly waives and relinquishes all claims against Super Paws Pet Care and its employees, except those arising from direct negligence by Super Paws Pet Care.

Super Paws Pet Care is not liable for damage caused by the client’s pet(s) to the client’s property or that of others while in our care.

Neither Super Paws Pet Care nor its sitters are liable for injury, disappearance, death, or fines of pets with access to the outdoors.

If a pet has a history of biting or displays aggression, Super Paws Pet Care reserves the right to refuse service. Bites must be reported to local authorities. The client is responsible for sitter medical care and related damages.

Super Paws Pet Care does not allow job sharing or third-party access during scheduled services. This includes other pet sitters, friends, family members, neighbors, housekeepers, nannies, or anyone else. Allowing access to anyone other than Super Paws Pet Care staff will result in immediate contract termination and release of liability for any incidents, damages, or injuries. Furthermore, if any unauthorized person has access to the home, Super Paws Pet Care is not liable for any claims or issues that may arise.

Direct hire of Super Paws employees is prohibited. Clients who hire our staff directly agree to pay a $5,000 Finder’s Fee and may face legal action along with the employee.

FUTURE SERVICES
I authorize this contract to be valid for future services, allowing Super Paws Pet Care to accept future reservations and enter my premises without requiring additional signed contracts.

KEY RELEASE
I authorize Super Paws Pet Care representatives to use my house keys while caring for my pets. If I choose not to leave a key on file, I understand there is a $15.00 pick-up and $15.00 drop-off fee each time. We do not accept keys left outside unless secured in a lockbox.



COMMUNICATIONS POLICY
🚨 POLICY REMINDER – COMMUNICATIONS 🚨
Per the Policies and Procedures you signed, ALL communications, reservations, and pet updates must go through the client portal. Reservations made directly with a sitter will not be honored, and texting/calling employees directly during visits is strictly prohibited. The office must be aware of all communication to ensure safe, consistent service. Failure to follow this policy voids your contract, may put your pets at risk, and can result in termination of the sitter and loss of your service with Super Paws Pet Care. Emergencies should be directed to Josie only. Thank you for your cooperation.