Home Access & Key Handling
Secure Handling That You Can Trust.
At Paws + Hooves - A Pet Sitter Company, we take key handling and home access very seriously. Your security and peace of mind are just as important to us as the care of your pets.
Physical Keys:
All client keys are carefully labeled using a secure system--never with your name, address, or identifying details. When not in use, keys are safely stored in a locked and organized location. We offer flexible options for pick-up and drop-off, or you may leave your key in a designated location or lockbox. For repeat clients, we are happy to retain a key on file for seamless future visits. For the safety of your pets and to ensure uninterrupted care, we require at least one working physical key at the Meet & Greet, even if your home uses a keypad, garage code, or alarm system. This protects against lockouts in the event of power outages, dead batteries, or system malfunctions.
Keypads & Garage Access:
We are happy to access your home using a door keypad or garage code. Please provide clear written instructions prior to your first scheduled service. All codes are kept confidential and stored securely for your protection.
Smart Entry Systems & Smart Doors:
We also accommodate smart entry devices and smart doors, including app-based keypads, smart locks, and automated door systems (such as Ring, Wyze, or Nest). Please ensure your system has a reliable backup access method -- such as a physical key or alternate code -- in case of power, battery, or connectivity issues. All smart access details are kept strictly confidential and used only for scheduled visits.
Key Return & Retention:
At the end of your scheduled visits, you can choose to have your key returned in person, left in a safe location, or securely held for future services. For safety reasons, we do not leave keys unattended in mailboxes or under doormats unless specifically requested in writing.
Key Copying & Backup Access:
For client convenience and to ensure uninterrupted service, Paws + Hooves may request a duplicate key be made or retained for future visits. Keys are secured, labeled only by pet name or general identifier, and stored in a locked, restricted-access location.
If you prefer we do not retain a copy, please note that additional fees may apply if a lockout, lost key, or emergency entry occurs.
Key Return After Service:
At the completion of your final scheduled visit, we will return your key according to the instructions provided during your Meet & Greet or prior to the start of your reservation.
Common key return options may include:
- Returning the key directly to you
- Leaving the key in a designated secure location approved by you (such as under a mat, decorative rock, planter, bench, chair cushion or lockbox)
- Retaining your key securely on file for future servicews (returning clients only)
If key return instructions have not been provided, we will contact you before your final scheduled visit to confirm your preferred return method. For your security, Paws + Hooves will never leave a key in an unsecured or unauthorized location without your permission.
If we are unable to reach you regarding key return instructions, your key will remain securely stored until return arrangements can be made.
Lockouts & Emergency Access:
If our sitter is unable to access your home due to an incorrect code, faulty lock, or missing/changed key, a $25 lockout fee will be applied per incident. Additional fees may apply if a locksmith or emergency service is required.
If you use a lockbox, keypad, or smart entry system, please ensure access methods are current and reliable prior to each scheduled visit. We're always happy to confirm entry details in advance to avoid interruptions in care.
Your trust is never taken for granted-- and we are committed to respecting and protecting your home just as we do your pets.
Veterinary Care & Emergency Protocol
In the event of illness or injury.
At Paws + Hooves -- A Pet Sitter Company, the health and safety of your pets is our top priority.
During your Meet & Greet and Intake Process, we collect the contact information for your pet's primary veterinarian as well as a preferred emergency veterinary clinic or emergency contact. This ensures that we have the necessary information readily available should a medical concern arise while you are away.
Clients must provide at least one local emergency contact who can assist if the owner cannot be reached.
If a pet appears ill, injured, or in distress during a visit, we will:
- Attempt to contact the pet owner immediately
- Contact the designated emergency contact if the owner cannot be reached
- Seek veterinary care if we believe the situation requires prompt medical attention
If immediate veterinary care is necessary and the owner cannot be reached, Paws + Hooves will transport the pet to the provided veterinary clinic or the nearst available emergency veterinary facility.
All veterinary expenses are the responsibility of the pet owner.
Paws + Hooves is authorized to seek veterinary care on the owner's behalf if immediate medical attention is required and the owner cannot be reached.
We will always make decisions with the pet's safety, comfort, and well-being as the top priority.
Potty Training Requirements
Clear expectations for house-trained pets and special potty care needs
We require dogs receiving our services to be reasonably house trained and able to remain in the home for the scheduled time between visits without repeated accidents. Puppies, senior pets, pets with medical conditions, and pets who are still potty training are always welcome. We simply ask that these situations are discussed during the Meet & Greet so we can recommend the most appropriate visit schedule or customized care plan.
- Dogs should be reasonably house trained
- Owners must disclose any history of marking, urine spraying, or repeated indoor accidents
- Puppies, senior pets, and pets with medical conditions may require more frequent visits
- Medical conditiona affecting urination or bowel movements should be discussed during the Meet & Greet
- Pee pads, litter areas, or other designated elimination routines should be explained before services begin
- If a pet requires excessive cleaning beyond normal pet care, our Excessive Cleaning & Housse Soiling Policy will apply
Every pet is unique, and we are happy to accommodate special circumstances whenever possible. By discussing your pet's needs in advance, we can recommend the most appropriate visit schedule and care plan. If additional cleanup is required beyond normal pet care, our Excessive Cleaning & House Soiling Policy will apply.
Cameras in the Home
We understand and respect that many clients have security cameras in and around their homes.
We simply ask that all cameras be disclosed prior to the start of services so we are fully aware of their presence and placement during pet care visits and overnight stays.
Cameras should not be placed in private areas such as bathrooms or sleeping areas used during overnight care. Cameras with audio recording should also be disclosed in advance.
Open communication helps insure comfort, trust, and professionalism for everyone.
Pet Escape, Missing Pets, or Not Located During Care
The steps we take and how we respond if a pet gets out or cannot be found during a visit.
At Paws + Hooves, we prioritize your pets' safety at every visit. In the rare event that a pet slips out, escapes, or cannot be located during our scheduled care, we follow a structured emergency protocol to respond immediately and appropriately.
If a pet gets out or cannot be found, we will:
- Search the home and property thoroughly
- Secure all other pets for safety
- Notify you immediately by call and text
- Continue searching based on your instructions
- Remain on-site until you advise otherwise, when possible
- Contact local animal control or emergency contacts if needed and approved by you
While we do everything reasonably possible to prevent escapes, Paws + Hooves cannot be held liable for unpredictable behaviors or situations outside of our control, including but not limited to:
- sudden dashes through open doors
- pets hiding in inaccessible areas
- faulty fences, latches, or unexpected gaps
- pets slipping harnesses, collars, or barriers provided by the owner
We will always act quickly, responsibly, and transparently to assist in locating your pet and ensuring the safety of all animals in the home.
Your pet's safety is our priority, and this protocol ensures immediate action and clear communication in every situation.
Arrival Condition, Home Safety, & Cleanliness
What we assess, document, and do the moment we arrive at your home
At Paws + Hooves, your pet's safety begins the moment we walk through your door.
Arrival Condition
Our responsibility officially begins at the documented time of our arrival. If we arrive and discover that a door or window has been left open, a key is missing, a gate or enclosure is unsecured, a pet is already missing, or the home's condition prevents us from safely providing care, we will immediately document the situation and notify you before proceeding.
Home Safety
To provide safe, professional care, your home and pet-care areas must be safely accessible throughout the scheduled service. Walkways, entrances, and pet-care areas must remain accessible, and pet food, medications, leashes, litter supplies, and other essential items should be easy to locate.
Cleanliness & Sanitary Conditions
Excessive clutter, accumulated animal waste, strong odors caused by urine or feces, pest or insect infestations, biohazards, or other unsafe or unsanitary conditions that pose a health or safety risk to our sitters or prevent us from properly caring for your pets must be resolved before services can safely begin. Paws + Hooves reserves the right to modify, postpone, suspend, or discontinue services until the home can be made safe. This includes homes where excessive clutter or the accumulation of belongings prevents safe access or the proper care of your pets.
Why This Matters
These standards are not about expecting a spotless home. They are about maintaining a safe and sanitary environment for your pets and our sitters. Excessive animal waste, strong urine or ammonia odors, mold, smoke, pest or insect infestations, excessive dust, and other environmental conditions can create significant health and respiratory concerns. For this reason, homes must be maintained at a level that allows our sitters to safely remain in the home and provide your pets with the quality care they deserve.
If We Discover A Problem Upon Arrival
If we arrive and find that:
- a door or window is open
- a gate, crate, or enclosure is unsecured
- a barrier or latch was not fastened
- a pet is already missing
- the home presents unsafe or unsanitary conditions that prevent us from safely providing care
We immediately:
- Document the condition of the home with timestamped photos or video
- Notify you right away
- Search for your pet based on your instructions
- Confirm the safety of all remaining pets
- Notify you immediately if the condition of the home prevents us from safely completing the scheduled visit and determine whether services should be modified, postponed, or discontinued.
Because these situations occur before care begins, Paws + Hooves cannot be held liable for escapes, injuries, or incidents that happen prior to our arrival. Our priority is to secure your pets, protect your home, follow your instructions whenever safely possible, and provide consistent, professional care at every visit.
This policy protects your home, your pets, and your peace of mind.