Simply Pawtastic, LLC Policies

General Policies

Beyond the specific requirements for the particular Services we offer, there are certain policies that apply to all Services. It is important you understand and accept these policies during the onboarding process in order to allow us to focus on the needs of your furry friends once we get started.

Each of our policies is outlined below and includes the reason for its importance, but if you have any questions about these policies or their applicability to you or your pet, please do not hesitate to let us know.

Meet & Greet:

• Before scheduling the first service, we kindly request all new clients to participate in a complimentary Meet & Greet session. This essential meeting serves as a friendly introduction to ensure compatibility between our services and your pet’s needs, as well as to address any specific requirements or concerns. For boarding services, the Meet & Greet is conducted at our place, while for walks/visits and all other services, it takes place at the customer’s home.

Keys and Access:

• Clients are responsible for providing access to their home to facilitate the provision of pet care services, including pick-ups/drop-offs for boarding (when applicable). We rely on clients to ensure timely access, whether through building staff, lockbox arrangements, or key provision.
• If access to the client’s home is not provided promptly (e.g., due to the unavailability of a doorman or front-desk staff), we may need to deduct the time spent waiting for access from the visit duration or apply an additional charge for extra time, if scheduling permits.
• In cases where access cannot be obtained within a reasonable timeframe or is unavailable, resulting in the need for us to leave and return later, the full cost of the visit will be applied.

Veterinary Treatment Authorization and Release

• Upon enrollment, each customer is required to sign a medical release form indicating their preferred veterinarian clinic for their pet’s medical treatment in case of an emergency, along with a secondary option. While every effort will be made to utilize one of these preferred veterinarians, in the event they are unreachable or too distant, customers authorize us to seek treatment from another appropriate veterinary hospital or clinic. Our priority remains the health and safety of the pets under our supervision, ensuring they receive timely and necessary care.

Emergency Contact Information:

• Clients are required to provide accurate Primary Emergency Contact information.
• We encourage you to also provide a Secondary Emergency Contact option.
• In case of emergency, we will attempt to contact you first, followed by the primary emergency contact if necessary.
• Clients are encouraged to provide the name and number of a trusted maintenance company or a person that any household emergencies that may arise during their absence can be addressed to (if different from primary emergency contact).
• We understand that unforeseen circumstances can arise, and the well-being of pets remains our priority. In the event that you become incapacitated while your pet is under our care, we kindly request clients to designate a trusted individual who can act as their temporary guardian until further arrangements can be made. We encourage all clients to include provisions for their pets in their estate planning documents to ensure their continued care. It’s important to communicate with the designated guardian and ensure they are aware of their role in the client’s pet care plan.

Feeding Instructions:

• Clients are responsible for providing their pet’s food, as well as specific instructions for feeding, including portion sizes, feeding times, and any special dietary requirements.
• Clients must disclose all known food allergies and limitations to ensure the safety and well-being of their pet during our care.
• If the pet requires feeding from a special bowl, such as a slow feeder, it must be provided by the client.
• Clients are responsible for providing all necessary medications and supplements for their pets, as well as detailed instructions for medication administration, including dosage, frequency, and any special instructions.
• If the pet requires specific treats, they should be provided by the client. Alternatively, clients can give us permission to provide treats from our available list.

Vaccinations

• Each pet must remain current with all vaccinations as required by the NYC Department of Health.
• We require for adult dogs to be currently vaccinated against rabies, distemper, hepatitis (adenovirus), parainfluenza, parvo and bordetella. Puppies have to be up to date with their current series based on their age.
• We may require proof of up-to-date rabies vaccination and an up-to-date rabies tag is required to walk pets to the dog runs/parks.

Health and Safety Protocol:

• Clients are obligated to promptly notify us if their pet(s) have been exposed to any contagious diseases or ailments. This information is crucial to maintain the health and safety of all pets under our care. We won’t provide service for any pet that has any form of active contagious illness.

Client Responsibility and Safety Measures for Pet Behavior:

• Clients are required to notify us of any behavioral issues or personality traits displayed by their pets, including but not limited to escape attempts, digging, chewing, bolting, or aggression. This information is paramount in upholding the safety of both our staff and the animals under our supervision.
• In the event of aggressive behavior that poses a hazard to people or other pets, we retain the authority to terminate services immediately, without offering a refund or credit. This measure is implemented to prioritize the welfare and security of our staff members and other animals in our care.

Medication Policy:

• We will make every effort to administer medications as directed, but we cannot be held responsible for any resulting complications.
• If there are concerns about a pet’s negative reaction to medication administration, such as biting or scratching, we reserve the right to withhold the medication. In such cases, the client will be promptly notified.
• Clients must provide clear written instructions for all medications, including dosage, frequency, and administration method. Additionally, clients should outline steps to follow if medication administration is unsuccessful.
• Clients are responsible for having a backup plan in place in case their pet cannot be safely handled during medication administration.

Relationship With Our Staff:

• Our staff is here to help with your pets. Contact between Client and staff is to be kept professional and amicable at all times. For this reason, the use of profanity, abusive content, bullying, threats (whether direct or in-direct), and all other negative or harmful interactions are strictly prohibited. Failure to abide by this policy may result in our immediate termination of this Agreement.
• Likewise, if you have concerns regarding the behavior of our staff you must raise the issue with us immediately so we may take all corrective measures we deem necessary. Abuse of any kind will not be tolerated from either Clients or staff.

Dog Walking / Drop-In Visits Policies

Scheduled Weekly Walks/Visits:

• Weekly schedules are finalized by Saturday of the current week. Clients are encouraged to communicate any walk/visit needs by this time to ensure availability.
• Clients with recurring weekly schedules (same days/times each week) are not required to communicate their schedule every week unless there are time changes for the next week.
• Priority is given to clients with recurring schedules, followed by those who confirm their schedule by Saturday. Every effort will be made to accommodate additional needs or late requests based on availability.
• Clients are welcome to provide their desired schedules bi-weekly or monthly in advance.

Ad-Hoc Walks/Visits:

• Clients needing services beyond their recurring schedules or those unable to communicate by Saturday are welcome to request services.
• Availability for ad-hoc services will depend on current scheduling and staff availability.

Service Area:

• Our services cover Manhattan between the East River and 5th Avenue, from 27th Street to 53rd Street.
• For clients outside this area, accommodations may be considered, but transportation and service fees will apply. Fee details will be provided upon request and prior to scheduling.

Solo/Individual Walks:

• We currently provide solo/individual walks only.
• We can accommodate walking 2-3 dogs from the same family together if they interact normally with each other during the walk.

Leash Regulations:

• Dogs will be walked on a leash at all times, except in fenced, designated dog parks approved by the client.
• Clients are responsible for providing secure collars with appropriate tags, as well as a secure easy walk harness if applicable.
• We may use our own leashes for comfort and safety reasons.
• Prong, choke, or shock collars are not preferred, and retractable leashes are not permitted.

Dog Park Visits:

• Clients can request to take the dog to nearby dog parks/runs as part of the walk, provided the length of the walk and the dog’s temperament allow for it.
• This option offers additional exercise and socialization opportunities for the dog.

Length and Arrival Time:

• Walk/Visit duration is determined by the client’s booking and begins upon gaining entry to the premises, unless significant access delays occur beyond our control.
• We strive to arrive as close as possible to the scheduled start time; however, we require a minimum one-hour time window for start times.
• In the event of emergencies or unforeseen circumstances, adjustments to the agreed time window may be necessary. Clients will be promptly informed of any changes with utmost consideration and care.

Client Instructions and Preferences:

• We will diligently follow client instructions and preferences before, during, and after the walk/visit. For walks this includes dressing the dog in required clothing and shoes (if part of their regular routine), setting up special harnesses, following specific routes if requested, and wiping the dog’s paws upon return home.
• Clients can specify preferences for their pet’s interactions with our staff.
• Clients can specify preferences for their dog’s interaction with other dogs on the street during the walk.

Cancellation Policy:

• Clients with a consistent weekly schedule (two or more walks/visits every week):
  • Cancellation 48 to 24 hours before the service will incur a fee equal to 50% of the service price.
  • Cancellation less than 24 hours before the service will incur a fee equal to 100% of the service price.
• All other clients:
  • Cancellation 72 to 48 hours before the service will incur a fee equal to 50% of the service price.
  • Cancellation less than 48 hours before the service will incur a fee equal to 100% of the service price.
  • For walks/visits that fall on the “Holiday” dates:
    • Cancellation less than 7 days before the service will incur a fee equal to 50% of the service price.
    • Cancellation less than 48 hours before the service will incur a fee equal to 100% of the service price.
• Exceptions for cancellation fees are health/medical emergencies and acts of God, such as hazardous weather conditions, unless we were not notified at least 30 minutes before the walk/visit start time.

Dog Boarding at Our Place Policies

Booking Process:

• A complimentary Meet & Greet session is required before scheduling the first boarding service to ensure suitability.
• Clients are advised to inform us of their pet boarding needs as soon as they have clarity on their travel dates.
• Due to limited capacity clients are encouraged to book boarding services well in advance, especially during peak seasons, to guarantee availability.
• For boardings that include dates in the period from the Monday before Thanksgiving until New Year’s Eve, a non-refundable deposit of 50% of the total cost is required to be paid by September 20th. For bookings placed after September 20th, the deposit is required at the time of booking.

Capacity and Size Limitations:

• We have limited capacity and board toy size, small, and medium dogs.
• Large dogs may be considered for short stays (depending on size and temperament) but are not typically accommodated for long stays.

Shared Boarding Space:

• We offer the option to board up to three dogs together. For dogs from different families, compatibility in size, temperament, and behavior is essential. Ensuring the safety and well-being of all dogs is our utmost priority, and we carefully assess each dog to prevent any potential risks or conflicts during their stay.
• Exclusive boarding arrangements for a special rate are available upon request (subject to availability). Clients seeking exclusive accommodations for their pets are encouraged to inquire about this option at the time of booking.

Pet Supervision Policy:

• While we strive to have at least one staff member on the premises with the dogs at all times, there may be occasions where it is necessary for the dog to be left alone for up to 4 hours. We will make every effort to minimize alone time and ensure the safety and comfort of pets in our care during these periods.
• In rare instances where a dog necessitates constant 24-hour care and cannot be left unattended, clients may request the “constant care” boarding option. While we will consider accommodating such requests, it is important to note that this service is intended for exceptional circumstances and may result in a significant increase in cost. Our team will evaluate the feasibility of providing continuous care for the requested dates and will provide clients with a customized quote reflecting the specialized nature of this service.

Sleeping Arrangements:

• By default, dogs are allowed to sleep in our bed at night. However, if this is not preferred by the client, please notify us in advance so we can accommodate alternative sleeping arrangements.

Potty Training:

• We understand that some dogs have unique potty needs. If a dog is trained to potty indoors or tends to have accidents, it’s important to inform us prior to the boarding stay.
• We’ll work closely with the client to ensure each dog’s comfort and cleanliness during their stay. Whether a dog uses pee pads or has specific potty habits, we’re here to accommodate their needs and maintain a clean environment throughout their stay.

Crates:

• We do not use or own any crates.
• If a dog requires one for safety or comfort, we are open to accommodating these needs with the crate provided by the owner.

Socialization:

• We require permission from the client to take the dog to a dog park/run during their stay with us.
• We also need to know if it’s acceptable for the dog to interact with other dogs during their walks.

Pick-up and Drop-off:

• Clients must adhere to agreed-upon drop-off and pick-up times. Late pick-ups may incur additional fees.
• Complimentary pet pick-up/drop-off service is provided for clients residing within a five-block radius, excluding cases where transportation of additional items is necessary.
• For clients within a one-mile radius (Manhattan only), pick-up/drop-off service is available at the client’s expense through taxi/Uber.
• Requests for pick-up/drop-off from areas beyond a one-mile radius will be considered, subject to transportation and service fees. Detailed fee information will be provided upon request and prior to scheduling.

Late Booking Fee:

• A late fee of 25% will be applied to the first 7 nights of boarding for bookings made less than 3 days prior to the first service date.
• No late fee will be charged in case of emergency situations affecting the client’s ability to book in advance.

Cancellation Policy:

• For first-time clients booking boarding services, a deposit of 50% of the total boarding cost is required at the time of booking to secure the reservation. This deposit will be applied towards the final invoice. In the event of cancellation, the deposit is subject to our cancellation policy as stated below, and will be either refunded or retained based on the timing of cancellation.
• Boardings that do not include holiday dates:
  • Cancellation less than 7 and more than 3 days before the scheduled start date will result in a charge equal to 50% of the first seven days of the booking.
  • Cancellation less than 3 days before the scheduled start date will result in a charge equal to 100% of the first seven days of the booking.
• Boardings that have dates fall into the period from the Monday before Thanksgiving until New Year’s Eve:
  • Cancellation after September 20th: the required deposit of 50% will be forfeit.
  • Cancellation less than 72 hours before the scheduled start time result in a charge equal to the remaining 50% of the booking cost.
• Boardings that have dates fall into all other “Holiday” periods:
  • Cancellation less than 14 and more than 3 days before the scheduled start date will result in a charge equal to 50% of the first seven days of the booking.
  • Cancellation less than 3 days before the scheduled start date will result in a charge equal to 100% of the first seven days of the booking.
• Exceptions for cancellation fees are life-threatening health/medical emergencies.
• If the client wishes to end a boarding that is in-progress before the agreed upon end date, client is responsible to pay the full cost of the original booking. No refunds/credits will be given under those circumstances.

Central Park Adventure for Dogs Policies

Booking Process:

• Reserving a spot on our Central Park Adventure can be done by contacting us via text.
• Bookings are subject to availability and should be made in advance to secure your preferred date.

Experience Details:

• The Central Park Adventure will be led by two people, ensuring personalized attention and care to each pup throughout the journey.
• Captivating photos will be taken during the expedition and shared with the customer afterward.
• This immersive experience is designed to last approximately three hours, providing ample time for the furry babies to socialize and explore the sights and sounds of Central Park.

Weather Considerations:

• This expedition is dependent on the weather conditions. We are able to provide service in cold and windy weather, or drizzling rain, as long as customers are able to provide rain coats or warm clothes (if their dog needs it).
• Extreme weather conditions such as heavy rain, snowstorms, or extreme heat may necessitate a cancellation or rescheduling of the adventure for the safety and well-being of the dogs.

Group Size Options:

• Clients can choose between joining a small group of up to four dogs for a shared adventure or opt for an exclusive private expedition tailored solely for their four-legged family member(s).

Weekend Availability:

• Our Central Park Adventures are currently offered exclusively on weekends, allowing dogs to socialize with other canines and interact with pets belonging to park visitors.
• Clients interested in scheduling an adventure for their dog on a weekday are encouraged to contact us to discuss the possibility, especially if they prefer a private session for their dog(s). We will make efforts to accommodate such requests based on availability.

Cancellation Policy:

• Cancellation 48 to 24 hours before the service will incur a fee equal to 50% of the service price.
• Same-day cancellation will incur a fee equal to 100% of the service price.

House-Sitting Exclusively for Midtown East Residents Policies

Booking Process:

• To inquire about our House-Sitting service, clients can contact us directly to discuss availability and specific requirements.

Availability:

• Our House-Sitting service is primarily offered to residents of Midtown East.
• In case pet parents from other Manhattan neighborhoods inquire about the service, we will assess the feasibility of accommodating their needs.
• Please note that the possibility to accommodate depends on multiple factors and this service may not always be available.

Experience Details:

• The House-Sitting service provides a premium pet care experience where one of us stays overnight in the client’s home with the pets.
• This service includes essential dog walks, feeding, playtime, and other necessary care activities.

Options:

• Overnight Stay
  • This option includes a 12-hour overnight stay in the client’s house, covering the core hours from 9pm to 9am.
  • The service covers two dedicated walks (one before bed and one before breakfast), feedings, and all standard night and morning routines.
  • Additional afternoon walks and other necessary visits can be requested as supplementary services.
• Full-Day Stay
  • This option involves one or both of us residing in the client’s home, ensuring all daily routines are managed.
  • It’s important to clarify that Full-Day House-Sitting does not entail constant 24/7 presence of the sitter in the client’s house. Instead, the sitter will be in and out during the day (gone for no more than 4 hours at a time), adhering to the agreed-upon schedule for the pets’ care needs and attention throughout the day.

Benefits and Pricing:

• This pet sitting option is offered in select cases and tailored for specific clients, making it a rare and exclusive service.
• Due to its personalized nature and limited availability, House-Sitting comes at a premium price.

Cancellation Policy:

• The cancellation policy for House-Sitting will be discussed and agreed upon based on each specific case prior to booking.
• We understand that unforeseen circumstances may arise, and we aim to be flexible and accommodating to our clients’ needs whenever possible.