Equipaws Pet Services Service Agreement / Policies & Procedures

(Last Updated 7.20.2026)

Equipaws Pet Services' Policies & Procedures are meant to protect, safeguard, and ensure accountability amongst all parties, including pets. Any reference to “Equipaws Pet Services.” in the Policies and Procedures shall also include its employees, officers, directors and agents. These Policies and Procedures are hereby incorporated and made part of the Service Agreement. Our Policies & Procedures are subject to change. We recommend that you review our Policies & Procedures on Power Pet Sitter every time that you schedule an appointment to ensure that you are up-to-date on all of our policies.

PET SITTING POLICIES:

Pet Care Availability: Pet care visits are available 7 days a week/365 days per year BY RESERVATION ONLY. Pet sitting hours begin no earlier than 6 a.m. (when available) and end no later than 11 p.m. Appointments are scheduled in arrival time blocks. Standard time block availability is as follows:
Pet Sitting: 7 AM - 9 AM, 10 AM - 1 PM, 11 AM - 2 PM, 12 PM - 3 PM, 1 PM - 4 PM, 6 PM - 8 PM, Late Night 9 PM - 11 PM.
Overnights: arriving between 9 PM - 10 PM and leaving by 7 AM
Dog Walking: 10 AM - 1 PM, 11 AM - 2 PM, 12 PM - 3 PM, 1 PM - 4 PM
All other arrival time requests, such as requests for pets with medication requirements, will be addressed on a case-by-case basis.

Other arrival time block requests will be addressed on a case-by-case basis.

Office Hours/Response Time: Our office hours are Monday through Friday, 9:00 AM to 6 PM and Saturday from 9 AM to 3 PM. We may, on occasion, be away from the office caring for pets during office hours. We respond to all inquiries and requests within 24 business hours of receipt. If you are calling during business hours and we are unable to answer your call, please make sure to leave a detailed voicemail message and we will return your call as soon as we are able to.

Contact Information: Please contact our office staff with any questions, comments or requests. The best methods of contact are by phone at 305.794.3733 (press 1 for existing clients) or via e-mail at reservations@equipawspetservices.com. Booking and cancelling requests may also be made 24/7 online at www.equipawspetservices.com via your Client Care Portal. Handwritten notes, voicemails or e-mails left with pet care staff will NOT be accepted when making a schedule, cancellation or change request. In the event you need to reach a pet care team member directly, the best method of contact is to comment on your Pet Care Journal. Pet Care Journals are automatically sent via e-mail at the conclusion of each visit. All Pet Care Journals are available for review in your Client Care Portal. Pet Care Journals are automatically sent via e-mail, push notification (app required) or text message (opt in required) at the conclusion of each visit. Pet Care Specialists are best reached directly by commenting on your journal. For greater reliability, Equipaws Pet Services does not utilize text messaging.

New Client Meetings: It is best to plan at least a couple of weeks in advance in order to obtain services on the dates you desire. Due to Covid, a Virtual Client meeting and then an in person New Client Meeting IS REQUIRED prior to making reservations for all new clients. We must meet you and your pets and assess your needs before we can make a commitment to providing your pets' care. During this initial meeting we will review pet care instructions, ensure your online account is complete and schedule your first visit. At our in person meeting, we will review where things are in the home and add any other information that is missing. The first new client meeting is complimentary. Additional meetings will incur an additional fee ($47). New client meetings requested with less than 7 working days notice are subject to an expedited set up fee.

Reservations: All reservations and payment must be made through Precise Pet Care. Pet sitters/dog walkers will NOT accept changes, cancellations, or additions. Full prepayment is required upon approval of all services. We approve appointments 24 - 48 hours after being scheduled.

Requests Outside Equipaws Pet Services: We ask our clients to refrain from requesting pet care services directly from or on the side with our employees to ensure proper bonding and insurance is available to you, your pets and your property. Equipaws Pet Services, LLC employees cannot solicit or accept independent jobs. Equipaws Pet Services, LLC is not responsible for any actions of employees during any jobs not booked through Equipaws Pet Services, LLC central office/administrative staff.

Visit Minimums: For the safety of the animals in our care, Equipaws Pet Services. strictly adheres to the following minimums for vacation pet care clients during non travel days:

Dogs: 3 visits per day

Cats: 1 visit per day

Birds: 1 visit per day

Rabbits: 1 visit per day

Small and Furry: 1 visit per day

Reptiles: 1 visit per day

Duration of Visits and Arrival Times: All visit times and lengths are approximate and on an average over the entire booking. Due to working with live animals, anything can happen therefore we can not guarantee strict arrival times, which is why we schedule in time blocks. The time blocks provided in section 1 are a guideline for arrival times and we will arrive as close to these requests as possible.

Last-Minute Reservations: Please give us a call should an unexpected situation arise. We will make every attempt to accommodate your needs. Please note, if you are requesting something urgent and outside of office hours, you must call our main line - 305.794.3733 - and leave a voicemail if you do not reach someone live. Precise Pet Care requires a minimum of 48 hours notice for scheduling. Please email last minute requests to reservations@equipawspetservices.com.

Last Minute fee schedule per visit:
24 Hours - $10
Less than 24 hours - $15
Less than 10 hours - $20

Confirmations: Services are approved/confirmed within 24 hours of submission via Precise Pet Care. Weekend submissions may be confirmed on the following business day. Daily pet care services can be set to an ongoing schedule or should be submitted in a timely manner. You may view your entire calendar of visits and their statuses at any time at www.equipawspetservices.com via your Client Care Portal or the Precise Pet Care app.

Payment: We accept Visa and MasterCard payment through Precise Pet Care. Appointments will not be approved without payment. Please provide your credit card information through Precise Pet Care prior to submitting appointment requests. All services are paid in advance. Your payment information is secured in Precise Pet Care. We do not have access to your credit card details. A 15% late fee is assessed for all late payments. Payments are considered late if not received by the due date on your invoice. There is a 15 day grace period following the due date before late fees are added. Please note, accounts over 15 days past due, may be suspended from booking services until outstanding invoices are collected. Overdue invoice courtesy reminders are automatically sent via e-mail 6 and 12 days after the due date. You will receive these two courtesy reminders before late fees are added. All returned checks (i.e. Insufficient funds) will incur a $45 fee per check.

Gratuities: Gratuities are not expected but appreciated for outstanding service. Gratuities may be left in cash or added to a check or credit card payment. To add a gratuity to a credit card payment click on the “Make Payment” button on your invoice and add the desired amount to the tip line. 100% of gratuities are paid to your Pet Care Specialist.

Attorney Fees: Client shall be responsible to pay attorney fees and costs to Equipaws Pet Services, LLC in the event of litigation as a result of nonpayment for services and supplies.

Keys: Equipaws Pet Services, LLC will obtain three (3) copies of your house key during the in-home consultation. One key will be coded and held by your primary pet sitter, the second will be coded and held by your secondary pet sitter and the other key will be coded and secured by the Office Manager to be used only in the case of an emergency or lockout. If for any reason these keys do not work, I authorize Equipaws Pet Services LLC to solicit the service of a locksmith to gain entrance to my premises. I understand that I will be financially responsible for any cost incurred.

Clients who do not have their keys prepared for the initial meeting will incur a key pick up charge to cover the additional trip. Delays that occur due to “hurdles to entry”, such as waiting at concierge desks, working around a malfunctioning door code/keypad/lockbox, or waiting on another party for access will be deducted from your visit time or may initiate additional fees if a visit needs to be extended or rescheduled later in the day.

Key Duplicate Fee: Should you not provide three (3) sets of house keys 7 days prior to the day of the first visit, you will be charged a Duplicate Key Fee of $20 plus the cost of the keys. We reserve the right to make duplicate keys (as needed) in order to provide uninterrupted service.

Working Keys: We ask that you please test your keys prior to your in-home consultation. Sticky/malfunctioning keys will not be accepted. We require working keys in order to access your home and recommend that you get duplicates from a specialized locksmith shop rather than a big-box hardware store to ensure their quality. We receive many faulty keys and cannot accept them. Being responsible for your beloved pet, we must have certain access to your home while they are in our care.

Key Retention & Key Pick-up/Drop-off: It is recommended that your keys remain in Equipaws Pet Services, LLC custody for convenience in future use of our service. Your keys will be kept in a secured lock system and are coded for your protection. Should you choose not to have Equipaws Pet Services, LLC retain your keys, key pick-up or drop-off fees will be assessed at $20 per trip.

Key Return: You may request that your keys be returned upon termination of your service agreement with Equipaws Pet Services. All key returns will incur a $20 key drop off fee. We do not mail or ship keys. All key returns are performed in person by a staff member to ensure proper key handling.

Discarding Keys: We are happy to discard keys upon written request. Our office manager will log the keys as discarded and send you a confirmation via email.

Scheduling Inactivity and Key Discard: Equipaws Pet Services, LLC reserves the right to discard home keys after 2 years of scheduling inactivity. We will attempt to contact clients via phone/e-mail for key handling instructions. Should there be no response within 2 weeks, keys will be discarded. Discarded keys will be untagged and unidentifiable to ensure clients' privacy and protection.

Visit times: Equipaws Pet Services, LLC provides a time interval during which visits will occur. If an unforeseen situation arises, the time interval may be adjusted.

Early Returns/Last minute Changes: Equipaws Pet Services, LLC does not issue refunds or credits for early returns or last minute changes to pet care.

Last Minute Requests: We understand that emergencies may arise. We are here to help you! Please note that a last minute surcharge of $10 per each service requested may apply if the request is made within 24 hours. A $15 surcharge will apply for a request for 24 hours or less and a $20 surcharge will apply if the request is made within 6 hours or less.

Cancellations: We do not offer refunds. All cancellations over non-holiday periods, with a minimum of 48 hours' notice will receive a credit for use on future services. Credit must be used within 6 months of cancellation date. Cancellations with 48 hours or less notice will be charged in full and no credit will be applied. We do this to retain the best pet care specialist on our team.

Please be aware that our cancellation policy is firm, and we cannot make exceptions for any circumstances, including illness, travel disruptions, or schedule alterations. However, we are more than willing to collaborate with your travel insurance provider and can provide any necessary documentation they might require for claims processing.

Cancellations for Overnights & Holiday periods:
15 days before: full credit given
7-14 days before: 50% credit given
6 days or less: no credit given

Termination or Pausing of Dog Walking Service: Client understands that our company plans out its services a month in advance to ensure proper allocation of resources and team members for its clients. Therefore, we ask that you please provide Equipaws Pet Services, LLC with a minimum of one month’s written notice in the event that midday dog walking services are no longer needed or are being paused for any period of time. In the event that the minimum notice is not given, Equipaws Pet Services, LLC will still receive payment for one whole month of services as originally agreed upon. For example, if the Client gives Equipaws Pet Services, LLC only two weeks’ notice of a pause, which is untimely, the Client will still be responsible for the full month’s fees.

Holiday Reservations: Services performed on holidays will incur a 50% per visit surcharge. Please see the list of holidays on our website.

Additional Pet Care Assistance and Other Scheduled Services: If in a rare case, there is additional pet care assistance, Equipaws Pet Services, LLC does not accept liability for other persons who will be in your home prior to, during, or immediately after our services have been rendered. Our policy is to be the sole caregiver while you are away. Please inform us at the time of the consultation of anyone who may have access to your home while you are away, and note it on the form provided. This includes cleaning services, maintenance personnel, friends, family and neighbors. Client is to notify anyone with access to the home that Equipaws Pet Services, LLC's services have been engaged.

Shared Care: Sharing vacation pet care duties with friends and neighbors can often create stressful situations for pets, confusing situations for pet sitters, and accountability and liability issues. For these reasons, Equipaws Pet Services, LLC does not accept jobs of this nature and is not liable for care provided by any persons other than Equipaws Pet Services, agents or employees whose services are booked through Equipaws Pet Services central office/office staff.

Household Cleaning Personnel are to remain away from the premises while the dog sitting is taking place. They may arrive prior to the pet sitter's scheduled visit, or after the pet sitter's scheduled visit concludes. This is to prevent mishaps or misunderstandings based on mistake(s) made by cleaning personnel.

Property Damage/Responsibility: Equipaws Pet Services, LLC shall not be liable for any personal injury or property damage claims which may occur upon a client's property or are caused by a client's pet.

Unsecured Pets: Equipaws Pet Services, LLC Inc. will not be responsible for free-roaming or outdoor pets in the event of illness, injury, loss or death. It is strongly advised that all pets have some form of permanent ID and that they remain inside the home or confined to a yard or crate for their own safety and welfare in your absence.

Pet Proofing: It is the pet owner's sole responsibility to “pet-proof” any areas of the home and/or property to which the pet(s) has access. This includes thoroughly inspecting fences, gates, latches, doors, and other devices meant to contain the pet or restrict access to specific areas. Equipaws Pet Services, LLC does not assume responsibility nor liability for any injuries the pet(s) may sustain or property damage the pet(s) may cause while in their own home/property.

Guest Pets: A guest pet is defined as a pet that is not owned by a current Equipaws Pet Services, LLC client, but is staying with a client. Guest pets will be considered a temporary part of the client's account. In the situation of having a guest pet, Equipaws Pet Services, LLC will provide all services as requested by the client and expect all behavior and vaccination requirements to be appropriate per Equipaws Pet Services, LLC policies. Clients will take full responsibility for all guest pets. Please note, in the event a guest pet hinders Equipaws Pet Services, LLC staff's entry into your home and we are unable to perform our duties, you will be billed in full for the service and may need to schedule a meet & greet with Equipaws Pet Services, LLC and the guest pet.

Weather Emergencies: For the safety of your pet(s), in extreme temperatures and weather, it is left up to the Pet Care Specialist's discretion to shorten times outside and complete visits with indoor play.

Inclement Weather: You will entrust Equipaws Pet Services, LLC to use best judgment in caring for your pets(s) and home at the time of inclement weather. Equipaws Pet Services, LLC will try to carry out your instructions to the best of Equipaws Pet Services, LLC's ability. Customer selection of a nearby emergency contact has been requested.

Inclement Weather Plan: 1) Every effort will be made to drive to your home; 2) The service schedule may be interrupted or altered due to circumstances; 3) You will be notified if it is not possible to drive safely to your home. 4) We will notify your emergency contact if you cannot be reached.

Inclement Weather Contact: Equipaws Pet Services, LLC has requested the name and phone number of a person living nearby who has access to your home. This should be a person close enough to walk to your home if roads are impassable. If we are physically unable to drive to your home this information is needed so that we can contact this person to request their assistance to check on your pet(s). Please remember that garage door openers are not operational in the event of power outages.

Failure to Provide Emergency Contact: In the event that the customer does not provide a nearby emergency contact with access to your home for Equipaws Pet Services, LLC, the customer realizes that Equipaws Pet Services, LLC will provide service but not until conditions allow us to reach your home safely. Equipaws Pet Services, LLC cannot be held liable for damages to the home as a result of interrupted services caused by forces of nature or transportation restrictions.

Emergency Transportation to Vet or Emergency Vet: Should a medical emergency occur while Equipaws Pet Services, LL is caring for a client's pet, EPS will do everything possible to stabilize and transport the animal to the nearest emergency hospital should the client's regular veterinarian be closed. If the client prefers a particular emergency vet, please let EPS know during our meet & greet, Please make sure to update your preferred veterinarian information on the client portal.

Equipaws Pet Services, LLC will make every attempt to contact the client before bringing the client's pet to the emergency vet; however, if EPS cannot reach a client, the client's pet will be taken for immediate treatment. All medical bills and costs associated with the emergency treatment will be the responsibility of the client and will be reimbursed fully. Should Equpaws Pet Services need to directly pay for medical treatment, the client will incur a 10% surcharge. The client will be charged a rate of $75 per hour for a Equipaws Pet Services employee to remain with the animal until the client arrives or the animal is admitted to the hospital. If transportation to/from the vet/hospital is required during this process, a charge of $55 each way will incurred.

Pet Guardianship: In the unfortunate event you become incapacitated while your pet(s) are in our care, please name the person(s) who should be contacted to become the guardian and take over the care of your pet(s) until care can be provided as arranged for in other legal documents prepared by you. We urge you to address care of your pet(s) when planning your estate. Please be sure the named person(s) is/are aware you are appointing them as guardian(s) of your pet(s).

Medication/Vaccinations/Immunizations: Equipaws Pet Services, LLC will attempt to administer medications as directed but cannot be held responsible for complications that arise as a result. Under no circumstances will Equipaws Pet Services, LLC service any pet that has any form of contagious illness. Equipaws Pet Services, LLC requires that all pets have the necessary vaccinations and immunizations before service begins. We require proof of vaccination at our initial meet & greet for our records. We may ask to see expiration dates for rabies vaccinations. If Equipaws Pet Services, LLC pet care provider is bitten or exposed to any disease or ailment received from the client's pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.

Online Care Instructions And Medication Instructions: It is important that your pet care notes and household profiles are up to date and accurate in our online system to ensure proper care of your pet(s). These notes may be updated at any time at www.equipawspetservices.com through your client login. All medication instructions must be provided TO THE OFFICE to ensure safety and consistent administration of said drugs for all staff members who may care for the pet, not left for the pet sitter.

Unforeseen purchases: Equipaws Pet Services, LLC will purchase pet food, litter, cleaning supplies or other necessary items that contribute to the health and well-being of your pet while you are absent. We will retain a receipt and the pet owner is responsible for reimbursement of these items plus a 10% convenience fee. In addition, a $35 trip fee will be applied.

Pet waste: Equipaws Pet Services, LLC will properly dispose of pet waste. We do request that you provide plastic bags for this purpose and indicate where you would like these waste bags disposed.

Collars/Leashes: Please provide secure collars with appropriate tags for all visits. Please ensure that you are providing a collar that securely restrains your dog for walks. Should the collar that you provide not be acceptable, we will ask that you purchase a more effective restraint immediately. This is for the safety of both your pet and our staff.

Retractable Leashes: We discourage the use of retractable leashes. We request that you provide a standard 4 or 6-foot lead for our walks.

Prong/Choke Collars: We discourage the use of prong and choke collars and recommend more gentle alternatives such as an Easy Walk Harness, Sense-ation Harness or Freedom Harness. These retail for approximately $30 and are designed to redirect your dogs' pull forward back toward you. They provide great control and comfort for all. We also recommend Martingale's and Gentle Leaders.

Additional Equipment: Equipaws Pet Services. pet care providers may, at their discretion and pursuant to the Behavioral Questionnaire, opt to secure your pet for walks and/or other interactive cases, with additional equipment to ensure the safety of your pet.

Pet Proofing: It is the pet owner's sole responsibility to “pet-proof” any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to contain the pet or restrict access to specific areas. Equipaws Pet Services does not assume responsibility nor liability for any injuries the pet may sustain or property damage the pet may cause while in its own home/property.

Fences: We discourage leaving pets unattended in fenced areas. It is the client's responsibility to check fences for gaps or openings where a pet may escape. Equipaws Pet Services, LLC does not accept responsibility or liability for any client's animals that escape or become lost or injured, fatally or otherwise, when instructed to leave the client's animals in a fenced area. This includes electronic, wood, metal or any other type of fence.

Other dogs: We will do our best to keep interaction with stray or strange dogs to a minimum. Please inform us of any aggression issues your dog may display toward other dogs and/or people prior to the in-home consultation and in your pet profile in Precise Pet Care.

Home Cleanliness: Equipaws Pet Services, LLC will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies. Equipaws Pet Services, LLC is not responsible for carpet/flooring stains created by your pet(s). We request that you provide plastic bags, towels, cleaning products, paper towels, gloves and trash bags. If there are accidents above and beyond the normal amount anticipated, Equipaws Pet Services, LLC will charge a $10 clean up fee.

Restrooms: On occasion, our staff may need to utilize our client's restrooms. Please notify us which restroom you prefer to be utilized, if this is not acceptable in your home, or if there is a temporary plumbing issue in which we should not utilize restrooms on a particular day.

Litter Replacement Fee: Upon leaving your home for vacation care services, please leave a fully cleaned/fresh litter box. If litter needs a complete refresh at the initial visit, a litter replacement fee will be added to your invoice at the end of your scheduled service.

Household Emergencies: Please provide the name and number of a trusted maintenance company or a person you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, malfunctioning water heaters and heating and air units.

Parking: It is the client's responsibility to inform us of proper parking locations and to provide us with any necessary parking permits. Parking tickets or towing charges we incur as a result of your failure to communicate parking guidelines will be billed to your credit card on file. Clients in apartment buildings will be responsible for parking costs (plus a 10% convenience fee to cover interest fees) and will be billed for these fees.

Home Insurance: In the case of household emergencies, please provide the name of your homeowner's or renter's insurance (or any insurance company) and their phone number.

Alarm Company and Codes: Please provide Equipaws Pet Services, LLC with your alarm code and password. Please also add the pet sitter to your list of approved people.

Thermostats: Please leave your thermostat settings within a normal comfortable range (68-78°F). If the house temperature is outside of this range, Equipaws Pet Services, LLC will adjust the thermostat to ensure the health and comfort of your pets.

Updates: It is the client's responsibility to provide Equipaws Pet Services, LLC with any changes regarding your contact numbers, your pets' care needs and other pertinent information. Please update your Client and Pet Profile on Precise Pet Care prior to every appointment. We will follow the instructions in Precise Pet Care during each visit; therefore it is critical that the client provide the most up-to-date information.

Privacy Policy: All of your information will be kept private and confidential. Equipaws Pet Services, LLC highly respects our clients' entrusting us with the care of their home and their loving pets.

Non-Compete Agreement: Employees are under a strict non-compete agreement that prohibits them from providing clients with their personal contact information and to communicate directly with clients outside of an emergency situation. Please forward all inquiries, update requests, scheduling, etc to Equipaws Pet Services and we will be happy to relay all pertinent information to/from your sitter.

Email List: All clients will be included in our email list as it is a preferred method of communication.

Pet Photos: Equipaws Pet Services, LLC will use images and videos of your pet(s) with our staff in Online Pet Care Journals and possibly in marketing and promotional materials. Please note that Equipaws Pet Services, LLC will take care not to use images inclusive of your home/property (exterior or interior). If you do NOT grant permission to take images and videos of your pets for Online Pet Care Journals and marketing and promotional materials, please notify a member of our administrative team, either verbally or via e-mail, so we can mark your account appropriately.

Pet Sitting Updates for Clients: We are happy to provide email updates while you are away upon request. Please email us at reservations@equipawspetservices.com to set up an update.

Safety: For the safety of our employees and our clients pets, we request that your home be a safe working environment. This is so important for the health of your pets and our staff. We reserve the right to refuse service if the dog does not walk well on lead (leash trained). If they need training, we are happy to recommend dog trainers to help with any behavioral issues so we may continue with our regularly scheduled walks.

Dog Running Clients: Dogs are to have eaten at least an hour and a half before our scheduled exercise session as to avoid any health complications (ex. Bloat). Your pets should be well-hydrated. We recommend starting the hydration the night before. Equipaws Pet Services, LLC will not be responsible issues that may arise for clients pets that have been fed before the session. If you have fed your dog before, you are required to let us know so we do not run them. We will walk them instead.

Quality Control and Training: In our effort to provide the best possible care for your pets, we internally follow a quality control and training plan. Our quality control efforts include both technological and in-person checks inclusive of, GPS tracking as well as physical checks by our leadership team. If you do not wish to have quality control visits performed at your home, please contact the office. Along with quality control, in our effort to provide the highest quality team members to our clients, it is necessary for us to provide adequate training to our new staff members. Part of our Training Program includes new hires to shadow a supervisor or staff trainer on their regular visits. If you do not wish your home to be utilized during our training process, please also contact the office.

Entire Agreement. This agreement sets forth the entire agreement and understanding between the parties as to the subject matter hereof and merges and supersedes all prior discussions all prior discussions, agreements and understandings of any and every nature among them.

Governing Law. The agreement shall be governed by and construed in accordance with the laws of the State of Florida, jurisdiction to be in Miami-Dade County, Florida.