Safety and Service Policy

By using our services, you agree to the following terms and conditions.

Clients are required to provide accurate and complete information about their pet(s), home, and service needs. This includes disclosing any history of aggression, anxiety, medical conditions, or household circumstances that could affect the quality or safety of care. Clients must also inform us if anyone other than themselves (such as roommates, guests, or contractors) will be present at the property during any scheduled visit.

Paw & Key reserves the right to decline or discontinue service at any time if we determine that conditions are unsafe, inappropriate, or not aligned with our standards of care. This includes, but is not limited to, pets that exhibit aggressive or dangerous behavior, homes that are unsanitary or inaccessible, or any conduct by a client or household member that is disrespectful, threatening, or sexually inappropriate toward our staff. We maintain a zero-tolerance policy in such cases. Submission of an intake form does not guarantee acceptance or availability. All new client requests are subject to screening and approval.

By engaging Paw & Key’s services, you agree to indemnify, defend, and hold harmless Paw & Key, including its owners, employees, and independent contractors, from any and all claims, losses, damages, liabilities, costs, or expenses (including reasonable attorney’s fees) arising out of or related to the services provided. This includes, but is not limited to, injury, illness, loss, or damage involving your pet, your property, third parties, or members of your household, except in cases of gross negligence or willful misconduct by Paw & Key. You further agree that your personal insurance provider (including but not limited to homeowners, renters, pet, or liability insurance carriers) shall have no right of subrogation against Paw & Key or any of its representatives. This means that neither you nor your insurance provider may seek reimbursement, recovery, or compensation from Paw & Key for any claim, damage, or loss that is covered or could have been covered by your own insurance policy.

Clients are responsible for ensuring that pets are non-aggressive and safe to care for. You must provide clear feeding, medication, and behavior instructions. Any damage to your home or belongings caused by your pet is your sole responsibility. For house sitting and drop-in visits, you are required to provide secure access to your home, including functioning keys, codes, or lockboxes. Paw & Key is not responsible for issues arising from faulty locks, security systems, or incomplete access instructions.

In the event of a medical emergency, we will attempt to contact you immediately. If you are unreachable, you authorize Paw & Key to seek veterinary care at our discretion. You agree to cover all related expenses, including emergency services, transportation, and any additional time or care required.

Cancellations must be made within the time frame outlined in your confirmation or service agreement. Late cancellations may be subject to a fee. Services that are interrupted or terminated due to client misrepresentation, unsafe conditions, or policy violations are non-refundable.

By using our services, you agree to the terms outlined in this Safety and Service Policy and acknowledge that you have read and understood them.