terms

Effective date September 26 2026

These Terms and Conditions ("Terms") govern use of www.pawsuppetnanny.com and pet-care services provided by Paws Up Pet Nanny, LLC ("Paws Up," "we," "us," or "our"). By using the website, you agree to the website provisions of these Terms. Pet-care services also require a completed client profile, pet profile, and signed Client Service Agreement through Time To Pet. If these Terms conflict with a signed Client Service Agreement, confirmed service request, or invoice, the more specific signed or confirmed document controls for that service.

Eligibility and Authority

You must be at least 18 years old and legally able to enter a contract to request or purchase services. If you act for another person or organization, you represent that you are authorized to provide instructions, approve access to the service location, authorize care for the pets, and accept these Terms on that party's behalf.

Website Use and Consultation Scheduling

The website provides general information about our business and services. You may submit a contact form or use Calendly to schedule an initial phone call. Scheduling or completing a phone call does not create a pet-care booking, guarantee availability, or require either party to proceed. A booking exists only after Paws Up confirms the service through Time To Pet or another written method we approve.

You agree not to misuse the website, attempt unauthorized access, introduce malicious code, interfere with website operation, scrape content through automated means without permission, impersonate another person, or use the website for an unlawful purpose.

Client Accounts and Electronic Records

Clients may be asked to use the Time To Pet portal to maintain profiles, request services, communicate, sign agreements, and make payments. You are responsible for accurate account information, the confidentiality of login credentials, and activity under your account. Notify us promptly if you believe an account or home-access credential has been compromised.
You agree that electronic records and signatures may be used for agreements, service confirmations, invoices, notices, and other transactions. You should download or retain copies of records important to you.

Service Requests and Scheduling

Service requests must be submitted through Time To Pet unless we approve another method in writing. Requests made by telephone, text message, or directly to an employee are not accepted bookings. Services are subject to availability and written confirmation.

 

• Last Minute Requests

  • Recurring daily dog walking: a $10 surcharge applies to a request received less than 48 hours before service begins.

  • Pet sitting: a $10 per day surcharge, for up to four days, applies to a request received less than 48 hours before service begins.

​

• Visit Requirements and Timing

  • Dogs without dog-door access require at least three visits per day when Paws Up is the sole caregiver.

  • Other species require at least one visit per day when Paws Up is the sole caregiver.

  • Visits are scheduled within an agreed general time window. Exact arrival times are not guaranteed unless a special-care time has been confirmed in writing.

  • Weather, emergencies, road conditions, natural disasters, government orders, or other safety conditions may require us to delay, shorten, reschedule, modify, or cancel a visit. We will use reasonable judgment to protect pets, employees, and property and will communicate when reasonably possible.

Client Responsibilities

You agree to:

​

• Provide complete and current client, pet, veterinary, emergency-contact, behavioral, medical, and home-access information.

• Disclose any bite history, aggression, escape behavior, resource guarding, fear triggers, contagious condition, safety hazard, or other fact that could affect safe care.

• Maintain legally required pet licenses and vaccinations and provide requested documentation before service.

• Provide adequate food, medication, litter, cleaning supplies, leashes, harnesses, waste bags, and other supplies needed for the confirmed services.

• Maintain a reasonably safe service location, working utilities, and safe equipment, and secure valuables, weapons, toxic materials, and dangerous areas.

• Notify us through Time To Pet when you have returned home after travel so responsibility for care can be confirmed.

 

We may refuse, pause, modify, or discontinue services when information is incomplete, a pet or location presents an unreasonable safety risk, required supplies or access are unavailable, payment is overdue, or continued care would be unsafe or unlawful. We will take reasonable steps to notify you and protect a pet from an immediate welfare risk.

Home Access and Lockboxes

You must provide a key in an outdoor lockbox or approved hidden location, or a working garage or door keypad code. If keypad access is used, you must also provide a backup physical key in a lockbox or approved hidden location so we can reach the pets if electronic access fails. Access instructions and codes must be entered in the Access Codes section of Time To Pet and kept current.

You may use 9099 as a four-digit access code or select another code. You accept the risks of any access method you choose and must notify us promptly of changes. You authorize assigned employees to use the access method only as reasonably necessary to perform services or respond to an emergency.

 

• Key Return

  • Personal delivery to your home: $10.

  • Mailing to you: $5. Mailing is at your risk unless otherwise agreed.

  • Pickup by appointment: no charge.
     

Staff and Communications

You authorize Paws Up to assign a qualified employee to each visit. We do not guarantee the same caregiver for every visit and may use backup coverage when needed. Direct service-related communications to Paws Up through Time To Pet or the business contact information. You may not make private pet-care arrangements with an assigned employee for services that bypass Paws Up.

Visitors and Other Care Providers

You must tell us if another person will enter or occupy the home during a service period. We will not grant a visitor access without your prior authorization. We do not share pet-care duties with another paid pet-care provider unless we agree in writing. To the fullest extent permitted by law, Paws Up is not responsible for an act, omission, loss, injury, escape, or property damage caused by a visitor or other provider outside our direction or control.

Outdoor and Unsupervised Access

You must disclose any pet that has unsupervised outdoor access, including access through a dog door or free-roaming arrangement. You understand that unsupervised outdoor access creates risks outside our control. To the fullest extent permitted by law, Paws Up is not responsible for an injury, escape, loss, or act that occurs while a pet is outside without a Paws Up employee's supervision, except to the extent caused by conduct for which liability cannot legally be limited.

Medication Administration

Paws Up is not a veterinary provider. We do not diagnose conditions, select treatments, make therapeutic decisions, or change a veterinarian's directions. Medication administration is available only when we accept the task and the following conditions are met:

​

• The medication was prescribed for the pet by a licensed veterinarian and is supplied in the original labeled container.

• You provide clear written instructions stating the medication name, dose, timing, frequency, route, storage requirements, and administration method.

• The medication and authorization are documented in the pet profile or another written record we approve.

​

The pet can be medicated without unreasonable risk to the pet or caregiver. We do not guarantee that a pet will accept or retain medication.

​

A medication-administration fee of $3 per visit applies to each visit requiring medication administration. You authorize us to contact you, your emergency contact, or a veterinarian if instructions are unclear or the medication cannot be administered safely. In an urgent situation, the emergency-care provisions below apply.

Emergency Veterinary Care

If a pet appears ill, injured, or in danger while in our care, you authorize Paws Up to use reasonable judgment, provide basic first-response assistance within our training, transport the pet to the veterinarian listed in the pet profile or the nearest reasonably available emergency animal hospital, and authorize examination, stabilization, diagnostics, treatment, hospitalization, or other care a veterinarian considers reasonably necessary when you and your emergency contacts cannot be reached in time.

We will make reasonable efforts to contact you or an emergency contact before authorizing nonurgent treatment, but immediate care may proceed when delay could threaten the pet's health or safety. Unless a written spending limit is accepted by Paws Up before service begins, this authorization has no monetary limit. You are responsible for veterinary charges, transportation, supplies, after-hours fees, and other reasonable emergency expenses. You authorize the veterinary provider to release information needed for us to coordinate the pet's care.

Fees Payments and Additional Charges

Prices are shown in the confirmed service request or invoice. Full payment is due no later than the day before services begin unless we agree otherwise in writing. By placing a payment card on file through Time To Pet, you authorize the card to be charged for confirmed services, cancellation fees, approved additional services, medication fees, and other amounts due under the signed Client Service Agreement or confirmed invoice. Payment processing is subject to the payment provider's terms.

A balance unpaid when service begins is past due. If a card is on file, we may charge it for the amount due. A 10 percent late fee may be added when payment remains unpaid seven days after the service start date. An additional 10 percent late fee may be added at 30 days and again at 60 days, in each case only to the extent permitted by law. We may suspend future services and refer an unpaid account to a collection provider. You are responsible for reasonable collection costs to the extent permitted by law.

Charges for approved or reasonably necessary unplanned services, including supply purchases, extra visits, special care, or emergency-related time, are due within five days after service completion unless the invoice states otherwise.

Cancellation and Account Credit Policy

Paws Up does not issue cash refunds for cancellations. When a credit is available under this section, it is applied to the client's account and expires 12 months after issuance. If you return home early or no longer need a confirmed visit after the cancellation deadline, the full charge remains due and no credit is issued.

 

• Recurring Daily Dog Walks

  • Cancellation before 8:00 p.m. on the night before the visit: no charge.

  • Cancellation after 8:00 p.m. on the night before the visit: full charge and no credit.

  • Frequent cancellations may result in loss of discounted recurring-service rates after notice.

​​

• Pet Sitting and Other Dog Walking

  • More than 72 hours before service begins: no cancellation fee.

  • 72 hours or less before service begins: 50 percent of the total invoice.

  • 24 hours or less before service begins: 100 percent of the total invoice.

​

• Holiday Services

  • A $10 per visit, holiday surcharge applies to services booked for New Year's Eve, New Year's Day, Easter weekend Saturday and Sunday, Mother's Day, Memorial Day, Father's Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.

  • The major-holiday cancellation rules apply to Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day:

  • Cancellation three to five days before the holiday: 50 percent of the total invoice.

  • Cancellation less than three days before the holiday: 100 percent of the total invoice.

  • If more than one cancellation category could apply, the provision specifically written for the booked service or major holiday controls.

Pet Behavior and Damage

Animals can behave unpredictably. You are responsible for disclosing known risks and for injury or property damage caused by your pet except to the extent the loss was caused by conduct for which Paws Up is legally responsible. If a pet threatens or causes injury, we may modify or stop services and take reasonable steps to secure the pet or arrange emergency assistance. You agree to reimburse reasonable medical costs or property damage caused by your pet to an employee or third party, except to the extent prohibited by law or caused by that person's legally actionable conduct.

Standard of Care and Limitation of Liability

Paws Up will provide services with reasonable care under the circumstances and in accordance with the confirmed instructions, subject to pet behavior, access, weather, emergencies, and other conditions outside our reasonable control. We do not guarantee a particular pet response, health outcome, exact arrival time, or uninterrupted website or third-party platform availability.

To the fullest extent permitted by North Carolina law, you release Paws Up and its owners, employees, and agents from claims arising solely from inherent risks of animal care, inaccurate or incomplete client information, pre-existing conditions, undisclosed behavior, unsafe equipment or premises, unsupervised outdoor access, or acts of visitors and third parties outside our control. This release does not apply to gross negligence, willful or wanton conduct, intentional misconduct, or any liability that cannot legally be waived or limited.

Please report a service concern promptly through Time To Pet and, when reasonably possible, within 24 hours after you return home or discover the concern. This notice request does not shorten any period or waive any right that cannot legally be shortened or waived.

Intellectual Property

The website's text, graphics, logos, design, and other original content are owned by or licensed to Paws Up and are protected by applicable intellectual-property laws. You may view and print reasonable portions for personal, noncommercial use. You may not copy, republish, sell, alter, distribute, or exploit website content without written permission, except as allowed by law.

Third Party Services and Links

Calendly, Time To Pet, payment providers, and other third-party sites and services operate under their own terms and policies. Paws Up does not control and is not responsible for a third party's systems, availability, security, content, or independent conduct. A link or integration does not imply endorsement of all third-party content or practices.

Changes to Services and Terms

We may change the website, services, fees, or these Terms. Updated Terms will be posted with a revised effective date. Changes apply prospectively unless you expressly agree otherwise or law permits a different result. A material change to pet-care terms may also require acceptance through Time To Pet before a new service request can be submitted or confirmed. Terms in effect when a service is confirmed continue to govern that service unless the parties agree otherwise in writing.

Governing Law and Venue

North Carolina law governs these Terms, without regard to conflict-of-law rules. Any court proceeding arising from these Terms or services must be brought in a state court located in Durham County, North Carolina, or in the federal court with jurisdiction over Durham County, except when applicable law requires another location. The parties may agree to informal resolution or mediation, but these Terms do not require arbitration.

General Terms

If a provision is held unenforceable, it will be enforced to the maximum extent permitted and the remaining provisions will remain in effect. A waiver is effective only for the specific instance stated and does not waive future enforcement. We may assign these Terms in connection with a transfer of the business or its assets. You may not assign a service booking without our written consent. Headings are for convenience and do not change the meaning of these Terms.

​

Contact Information

Paws Up Pet Nanny, LLC
717 Audubon Lake Drive Apt. J
Durham, NC 27713
PawsUpPetNanny@gmail.com
919-323-9099
www.pawsuppetnanny.com