Frequently Asked Questions
What is your cancellation policy?
A cancellation fee will be added to your invoice for any services canceled within 48 hours of the scheduled start time. If you return home early and cancel the remaining services on your invoice (such as Staycations or Brief Visits), the fee will apply only to those unused services.
Less than 48 hours in advance = 25%
Less than 12 hours in advance = 50%
Less than 1 hour in advance, and lockouts = 100%
How do I schedule, manage, or check in on my pet’s services?
Manage services through the client portal or by telephone.
The mobile app and client portal allow you to keep tabs on how things are going at home while you’re away. Providing prompt and convenient service updates.
You may also use this form to schedule services, request changes to existing bookings, or be added to the waitlist for dates that are currently unavailable.
Can you administer medication to my pet?
Epoch Paws administers oral and topical medications only. Injectable medications, including insulin syringes and subcutaneous fluids, must be administered by a licensed veterinary professional.
Do you charge an extra fee for weekend or after-hours visits?
A $20 fee applies to select services scheduled between 8:00 PM and 8:00 AM, and on weekends. Helping maintain balance and availability during non‑standard hours.
When are invoices due, and how can I pay them?
Invoices are due 3 days after the last date of service. Invoices can be reviewed, downloaded, and paid through the client portal.
If you do not have access to the Epoch Paws client portal, you may make a secure one‑time payment here.
One-time payments made through this link may take up to three business days to appear on your invoice in the Epoch Paws client portal. This delay will not affect on-time payments made through the provided link.
How are deposits handled?
To reserve your service dates, we require a 30% deposit at the time of booking. Your deposit is fully refundable for 48 hours after you book. After that window, it becomes non‑refundable because your dates are officially held on our schedule.
For holiday bookings, the 30% deposit is non‑refundable right away due to limited availability during peak periods.
What if I need to extend my trip or add extra visits?
Should you need or want to extend your trip, no worries. If we're available, we’ll happily assist. For situations such as these, the additional services will be added to your invoice as is.
Extensions are subject to sitter availability.
How do you ensure the safety and security of my home and pet?
All team members complete a professional background check through Checkr before working in clients’ homes. This includes identity verification and criminal history screening for safe, trustworthy in‑home care.
Please report any safety concerns here.
Do you charge an additional fee for holiday care?
The dates listed below incur a $20 Holiday Fee for any scheduled service on that day. This fee helps ensure reliable, dedicated care during peak holiday demand.
New Year’s Eve/ Day
Easter Sunday/ Monday
July 4
Memorial Day
Labor Day
Thanksgiving Day
Christmas Eve/ Day
Can I set up automatic payments for my invoices?
Of course! Enrolled clients will have payments processed automatically on the listed due date. Payment methods on file may be changed or removed in the client portal.
Client Agreement Notice
By booking or receiving services from Epoch Paws, you agree to the terms outlined in our Client Service Agreement. You may access a copy at any time through the Client Portal or request one directly from your sitter.