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.

Do you charge an extra fee for weekend or after-hours visits?

A 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.

How are deposits handled?

Select services require a deposit at the time of booking. Deposit policies are outlined clearly in your personalized quote and service agreement.

Holiday bookings follow enhanced policies due to limited availability during peak periods.

Do you charge an additional fee for holiday care?

The dates listed below incur a 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

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 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.

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.

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.

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.