Question 1

Do you only take care of dogs and cats?

Accepted Answer

No, our team has experience with all types of pets to include dogs, cats, birds, fish & other aquatics, reptiles, rodents, exotics, and farm animals. We have even cared for a potbelly pig and a baby squirrel! If you leave it, we will love and care for it!

Question 2

What are your hours?

Accepted Answer

We care for clients 24/7. If we are busy at the moment with a pet, we will call back as soon as we can.

Question 3

How do I book services?

Accepted Answer

The first step is to register you and your pet’s information into our online system. Then we will schedule a meet & greet in your home at a time that is convenient for you. Once that is complete, you can go online at anytime on your phone, tablet or computer and request services with just a few clicks via online or the app!

Question 4

Is there a minimum number of visits per day to care for my pet(s)?

Accepted Answer

Every pet has different needs. We take into consideration the age, breed, and medical/bathroom needs of your pet and recommend the best option. We visit cats & dogs a minimum of 1 time daily. The amount of dog visits a day varies. However, our pet parents typically request 2-4 visits each day they are away. Pet visits for other animals such as fish, exotics, etc., will be determined based on need.

Question 5

What is your cancellation policy?

Accepted Answer

Cancellations made 7 days (10 days for holidays) prior to the initial booking date will receive a full refund. Cancellations made 48 hours (5 days for holidays) prior to the initial booking date will receive a 50% refund. If you cancel our services with less than 48 hours (3 days for holidays), you will not receive a refund.

In the event your pet requires medical attention during our care, we will relocate them to the medical facility you have authorized to use. We will issue a 75% refund for any remaining full days of service that were paid.

In the event your pet becomes violent and/or damaging during their stay and needs to be moved to a separate location, no refunds will be issued. We will waive the pet taxi fee to bring them to another location at your authorization or as approved in our contract.

Question 6

Is there specific holiday pricing dates and policies?

Accepted Answer

A holiday period is the date of the actual holiday, 2 days prior and 2 days after for a total of 5 days. In the event your reservation includes days that are outside and within the holiday period, only the days within the holiday period will be priced at our holiday pricing rate.

​Holidays included: New Years Eve/New Years, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas Eve/Christmas

Question 7

Do you take last minute reservations?

Accepted Answer

We will accommodate for last minute requests, so long as our availability allows. What does “last minute” mean? We classify “last minute” as requests for our services within a 48-hour window of the initial request. Emergencies do occur, and we are here to help, but if circumstances allow, it is better to reserve your dates in advance to know your pet will be well taken care of.

Last-minute booking fees may apply.

Question 8

Can I just use a garage opener or code, if I do not want to leave a key?

Accepted Answer

We require a back-up set of keys. This is to ensure your pet’s safety. If there is a loss of power or the inability to access the garage, we need a separate way to enter the home. The back-up set of keys is a reassurance to allow us to take care of your pet(s).

Question 9

What is included in the Meet & Greet?

Accepted Answer

Meet & Greets are complimentary with our services and will be scheduled via phone/email prior. We will begin by introducing ourselves to you and your pet(s). We ask thar you provide us the following information: Location of pet care items, medications/supplements, location of food, treats, water, and any special instructions. We will check the house key/lockbox code and if needed, go over the home alarm system. We will ask where to dispose of pet waste (i.e. Kitty Litter). Lastly, we will ask what your home preferences are as far as lighting, temperature, electronics, etc.

Question 10

What happens During Home Visits?

Accepted Answer

We provide the services that you have contracted with us to complete, with the main priority being your pet(s). We will also engage in the following duties, upon request: basic lighting adjustment, mail/package pick-up, trash clean-up, plant care, and security check of doors/windows. Before leaving any visit, we will be sure your home is secured. If we think your home may have been entered prior to, or between our visits, we will contact local police services to do a home security check before entering. This is to ensure the safety of the sitter and your pet(s). We take great pride in taking care of all our pets and make it our priority to keep them joyful, safe, and well while maintaining your home.

Question 11

What do I need to have ready or prepared?

Accepted Answer

You will need to have enough food, supplies, medication, litter/bedding available for your sitter. In the event your trip happened to be unexpectedly extended, we ask that you provide us with surplus. Please leave behind paper towels and dish soap, in case interior clean-up is necessary! We recommend notifying neighbors, that you are friendly with, that you will be out of town and a pet sitter will be coming to the house. Your neighbors with good intentions may notify law enforcement if they are unaware that a pet sitter is visiting. You will also need to list a local back-up care provider, in case of emergency.

Question 12

Should I contact my vet office prior to services?

Accepted Answer

We highly recommend that you call your vet prior to leaving and put a payment method (i.e. credit card) on file, if allowed. If vet care is needed, this will prevent any delays for your pet’s health. Some vets don’t hold payment information, but it is a good idea to give them a call and provide them a heads up.

Question 13

Do I need to let you know where I store my cleaning items?

Accepted Answer

We will go over cleaning supplies during the Meet & Greet. This allows us to know where any cleaning products are in case your pet(s) makes some type of mess within the home. We will also go over where your trash and/or recycling is located. We ask that you please make sure you have plenty of paper towels, dish soap, or trash bags. This will help prevent you coming back to a messy home.

Question 14

I am worried about giving someone access to my home. How am I protected?

Accepted Answer

We completely understand your concerns about this topic. Prior to hiring, we screen all applicants through a rigorous and exhaustive process, including federal background and driving record checks. In the event we are responsible for something that happened to your home or pet during the time of our visit, we are fully bonded/insured to protect you, your home, and your pets. Paws in the Air is a family-owned small business, which provides many benefits to our consumers. We will always treat your family like they are our family.

Question 15

How will I know that everything is going well with my pet and/or home while I am away?

Accepted Answer

Before any visit is performed, you will receive an email and in-app notification. When each service is completed, we will update you on how the visit went. We will also snap photos of your pet(s) and provide these to you. Also, our software allows member to use visit journals to talk directly with our team’s pet sitter, while they are visiting.

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