Care Policies

All new clients are required to schedule an in-home Meet & Greet prior to the start of services. This visit allows Pawla Care Co. to become familiar with your home, your cat's routine, and any specific care instructions to ensure that we are fully prepared for your cat’s needs during future visits.

Meet & Greets are scheduled with a $20 reservation that will be applied toward your first service. This visit helps ensure that services are a safe and appropriate fit for both the client and Pawla Care Co.

Meet & Greet reservations are non-refundable but will be applied toward your first scheduled service.

All care requests submitted through our secure client portal are subject to availability and review. Submission of a request does not guarantee availability until services are formally confirmed.

Advance notice is encouraged for all bookings. Weekends, holidays, and high-demand dates should be requested as early as possible to ensure availability.

Specific visit times are not guaranteed and may vary based on overall scheduling needs.

Requests for schedule adjustments after confirmation require at least 48 hours’ notice and remain subject to availability. Same-day changes cannot be guaranteed.

Cancellations or rescheduling requests must be submitted at least 48 hours prior to the scheduled visit. For more details, please review our Cancellation Policy.

Pawla Care Co. reserves the right to adjust visit timing as needed to ensure safe, timely, and consistent care for all clients.

Visits are scheduled within time windows rather than exact times to allow for travel, traffic, and other client visits.

While Pawla Care Co. strives to remain consistent within the selected time window, exact arrival times cannot be guaranteed.

Holiday pricing of 1.5x the standard service rate applies to all federally recognized holidays.

Care requests submitted within 48 hours of the first scheduled visit are considered last-minute and may incur a 30% late booking service fee, subject to availability.

Due to increased demand and scheduling considerations, a premium rate applies to holiday services and last-minute bookings.

A valid credit or debit card must be kept on file within our secure client portal in order to request and book services.

Invoices will be automatically charged to the card on file on the morning of the day prior to the first scheduled visit, unless otherwise noted.

Services are considered confirmed once a booking request has been approved and the client has a valid payment method on file. Payment will be processed automatically according to the billing schedule outlined above.

Clients are responsible for ensuring their payment method remains valid and up to date.

If a cancellation occurs within the applicable cancellation window, the appropriate cancellation fee may be automatically charged to the card on file in accordance with our cancellation policy.

Pawla Care Co. reserves the right to pause or decline services if payment cannot be processed or if a valid payment method is not maintained on file.

We understand that plans sometimes change. The following cancellation policy allows us to fairly schedule time for all clients.

Standard Visits

• Cancellations made more than 48 hours before the scheduled visit will not be charged.

• Cancellations made within 48 hours of the scheduled visit will incur a charge of 50% of the total visit price.

• Cancellations made within 24 hours of the scheduled visit will be charged the full visit price.

If a client returns home earlier than planned, any visits that fall within the cancellation window will remain billable.

Holiday Visits

Holiday reservations require at least 7 days’ notice for cancellation. Cancellations made within 7 days of the first scheduled holiday visit will be charged in full.

All cancellation requests must be submitted through the client portal.

Refunds are issued to the original payment method. Please note that payment processing fees charged by the payment provider are non-refundable and may be deducted from the refunded amount.

Refunds can take up to 5—10 business days to show up in a customer’s bank account after the refund has been processed.

Clients are responsible for ensuring Pawla Care Co. has reliable access to the home for all scheduled visits.

If access to the home is not possible due to missing keys, locked doors, malfunctioning locks, or entry system issues, the scheduled visit may still be charged.

Pawla Care Co. is a cat-centered care provider. Our services are thoughtfully designed to support cats’ routines, comfort, and emotional well-being within their home environment.

We understand that many households include both cats and dogs, and we’re happy to work in these homes when the setup allows our care to remain focused on the cats.

To maintain a calm, safe, and low-stress environment, the following guidelines apply to households with dogs:

• Dogs must be generally calm, non-reactive, and safely managed during visits.

• Dogs should be securely separated from cats during care visits whenever possible (via gates, closed rooms, crates, or other safe arrangements).

• Pawla Care Co. does not provide dog-focused services, including walking, feeding, training, or medication administration.

• Our care and attention remain centered on the cats and their established routines.

During the meet & greet, we will review the household setup, dog temperament, and separation plan to confirm that our services are a good fit. If a dog requires active management, behavioral intervention, or ongoing care during visits, Pawla Care Co. may not be the right fit for that household.

For the safety and well-being of all cats and caregivers, Pawla Care Co. requires cats to be current on core vaccinations. Clients are asked to provide vaccination records prior to the start of service.

Pawla Care Co. reserves the right to decline or pause care if a cat appears ill, aggressive, or unsafe at the time of service.

Clients must disclose any known behavioral concerns including aggression, biting, scratching, or extreme fear-based behavior.

Pawla Care Co. is trained in Pet First Aid & CPR through the American Red Cross. This training supports a prompt, calm, and informed response should an emergency arise while your cat is in our care.

In the event of a medical emergency, Pawla Care Co. is authorized to seek veterinary care from the client’s preferred veterinarian or the nearest emergency facility, if necessary.

All veterinary expenses remain the responsibility of the client.

Pawla Care Co. will make reasonable efforts to contact the client or emergency contact prior to seeking veterinary treatment when possible.

Pawla Care Co. is fully insured for in-home pet care services. This coverage is maintained to provide peace of mind while caring for your cats and your home. While every precaution is taken to ensure safe and attentive care, animals can behave unpredictably.

Pawla Care Co. cannot be held responsible for circumstances beyond reasonable control. Care is always provided with professionalism, respect for your home, and your cat’s well-being as the highest priority.

Pawla Care Co. loves capturing sweet moments during visits and may take photos or short videos of your cat(s) to share with you as visit updates.

With your permission, select photos or videos may also be shared on Pawla Care Co.’s website or social media to showcase our care and the cats we work with.

Your privacy is always respected — no personal or identifying client information will ever be shared. If you prefer that your cat’s photos or videos not be used for marketing purposes, you may opt out at any time.

Clients are responsible for keeping pet, medical, and home access information up to date within the client portal.

Pawla Care Co. is not responsible for issues resulting from outdated, incomplete, or inaccurate information provided by the client.

Care schedules may be adjusted, delayed, or rescheduled in the event of severe weather, natural disasters, or other emergencies to ensure the safety of clients, pets, and caregivers.

Communication will be provided as promptly as possible should adjustments be necessary.

Pawla Care Co. reserves the right to decline or discontinue services at any time if a household, pet, or situation is determined unsafe, not a good fit, or outside the scope of services offered.

Our priority is maintaining a safe, calm, and appropriate care environment for all cats and caregivers.