What to Expect
Below you will find all the important information you'll need to know prior to booking with High Five Paws. My priority is to arm you with all the knowledge, so you can feel assured knowing you've found the right sitter for you, your pets, and your family. After all, how can you focus on your important meeting or bask in your relaxing vacation getaway without that peace of mind? Let's make sure all your bases are covered!
The Booking Process
Get in touch, book your vacay or schedule that meeting, & High Five Paws will handle the rest.
Step 1
Fill out the New Client Form here. Once submitted, I'll get in touch within 24 business hours.
Step 2
Scheduling your Meet & Greet and setting up your Time to Pet Account!
You will receive a welcome email to create an account with our online system Time to Pet. The M&G is the perfect opportunity to make sure High Five Paws is the right fit for your pet and to go over any questions, policies, collect a set of house keys and more! (Learn more about Meet & Greets here). If you feel good and secure, we'll confirm your reservation.
Step 3
Now that you're all set up to schedule future services and stay connected with us in Time To Pet, you can now enjoy your much needed vacation or feel more focused at work knowing you no longer have to feel guilty for leaving your pet home alone on long days. We're your pet's helping hand. Its what we do best.
'Hear' it First-Hand
"Nicole understood how anxious I was leaving my doggies while we went on vacation. She made me feel so comfortable. I would definitely use her again!"
- B. L. “Lucy & Scotty”
Most Important Policies
COMPLIMENTARY MEET & GREET
​All NEW clients receive a complimentary Meet & Greet. I would like to meet you and your pet(s) before services are scheduled to ensure I am a good fit for your pets and to make sure we are comfortable with one another, answer any questions, go over pet/home information/policies, go over any behavioral/medical concerns, and collect house keys. If all parties are comfortable, we can proceed.
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Please be sure to thoroughly complete your client and pet profiles in your Time to Pet Client portal/App prior to the Meet & Greet.
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I will send all clients an invite with temporary code.
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Once you receive your invite all clients can now create a new password.
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Take a moment to download the Time To Pet Mobile App from your Apple or Google Play Store and explore! Both clients and staff will use the same app - the app will recognize whether you are a client or staff member based on your login credentials. You can search "Time To Pet" in your app store to locate this app.
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If a Client prefers to access their account on their computer, TTP created the Client Portal. The Client Portal provides the same great features as the Client App but from any web browser. Clients can request services, make cancellations, process payments and more.
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North Carolina Law: All dogs, cats, and ferrets must be current on the Rabies Vaccine. I have the right to decline services if pet(s) are not up to date.​
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If a client moves or welcomes another pet into their family, a second Meet & Greet will be required. A $17.00 fee will apply.
PAYMENTS
Vacation/Day-Trip Services: Full payments are due by the first day of service. Invoices will be emailed out 24 hours before your service starts.
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On-Going Weekly or Monthly Walks/Drop in Visits/Walks (M-F):
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Billed on the last day of every month.
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To avoid a late charge(50% of service), please cancel by 9PM the day before the scheduled mid-day.
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Daily late fees will apply for no payment by due date.
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HFPPC accepts credit cards. A 50% holiday deposit is due at booking.
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All payments are made in the Time to Pet Client Portal/App ONLY. (NO Venmo, cash app, or zelle)
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Other: $.63 per mile after 6 miles. More information is under services.
DAILY PET CARE / MINIMUM VISITS
A minimum of 3 visits for Adult and Elderly DOG pet care when client's are on vacation. Puppies or dogs with medical conditions may need 4 visits per day.
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Puppies typically need to go out every 3-4 hours. If your pup has accidents and is prone to chewing, providing a safe and proper size crate or enclosed secure area is a MUST.
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All other pets need to be checked on at least once per day. HFP does not do every other day care services.
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Doggie Doors: Will be closed in pet sitters care for safety reasons. No pet will be left unattended outdoors.
INCLEMENT WEATHER
In inclement weather, such as heavy rainfall, HFP will shorten exercise. High Five Paws will not be walking during heavy snow, lightning thunderstorms, extreme heat, or any weather that may affect a dog walking service. In such cases, HFP will still be there for your pet; however, exercise time will be replaced with a potty break, indoor playtime, and TLC.
KEYS
HFPPC will need a set of house keys (even with a coded lock front door or garage) at the Meet & Greet. If a client lives in an apartment, condo, or private community that does NOT have a key entry, I will need a FOB or key card to access your home.
Most clients find it more convenient to allow HFPPC to hold onto their keys between services for future bookings; however, a lockbox is a great alternative if you wish to not have HFPPC hold on to your keys. Please inform HFPPC of the combination at Meet & Greet.
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*NOTE: If you require key pick up and drop off, an $17.00 fee will incur for each trip. I do NOT leave keys under mats or pots, etc.​
DOG WALKING SERVICES
ALL dogs will need to have ID tags & a well fitted collar/harness and sturdy leash (NO retractable leashes). Your dog must have NO aggression towards other people or dogs and must be up-to-date with their vaccines and regular flea/tick medication.
Puppies must be at least 16 weeks to go on a safe walk in the neighborhood. If they are under 16 weeks, I will do visits in the yard to avoid contracting contagious diseases.
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EMERGENCY VETERINARY RELEASE & CARE/TREATMENT
In case of a pet illness or medical emergency when caring for your pet, I will transport your pet to the veterinary hospital listed on the client profile. If your pet has not eaten in 24 hours, constipation, has severe bleeding, severe vomiting, bloody stool, blood in vomit, limping, bloating, seizure, and so on, HFPPC will transport your pet to the veterinarian you provided to HFPPC. If the client's vet is not available for any reason, I will take your pet to the nearest emergency veterinary hospital.
I will try to reach the client prior to making any decisions, but will ultimately resort to my own best judgment as the situation requires. My ONLY concern is the safety and well-being of your pet. I will NOT leave a pet in distress or in pain. Your pet will seek medical attention as soon as possible.
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**Fees will apply for picking up and waiting at clinic to your pets primary vet. Emergency Vet visit will be subject to a different fee.
CANCELLATION POLICY
For Vacation/Day Trip visits: Clients are welcome to cancel services up to 48 hours prior to your first visit at no charge.
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For On-going Weekly or Monthly Dog Walking/Drop in Dog Visit (M-F): Clients must notify HFPPC by 8PM the evening before.
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You can submit your cancel request within your Time to Pet Client Portal/App OR message me in the Conversation Feed in Time to Pet.
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Any last minute cancellations will be billed 50% of the total service balance.
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*This does NOT apply to holidays. Please read over Holiday Policies below.
HOLIDAY POLICIES (CANCELLATIONS & FEES)
​A $6.00 fee is added to each VISIT on these days: Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day & the day after, DEC. 23, 24, 25, & 26. Dec 30, Dec 31, Jan 1.
CANCELLATIONS: You can submit your cancel request within your Time to Pet Client Portal/App by going to Scheduling OR send a message in the Conversation Feed in Time To Pet.
If a client fails to cancel within 7 days prior to the start day of booking, client will be billed 50% of the total service balance.
EARLY RETURNS OR LATE DEPARTURES
Life happens! And no one likes to pay for a service they are not going to use. However, when I receive a booking, I organize my schedule to make sure your pet's needs are met at your requested time and I stick to a strict no overbooking policy. Therefore, Clients returning home early or departing later than the reservation will be required to pay for the full reservation amount of the time, regardless of whether the client returned home early or departed later than prior reservation scheduled. No amount of money will be refunded to the client for early returns or late departures from home by client after a reservation date has been agreed upon.
