Terms & Service Policies

About these policies: This page provides a plain-language overview. The signed Client Services Agreement completed during onboarding contains the full terms that govern booked services.

Booking & scheduling

Service requests should be submitted at least five days in advance whenever possible. A booking is confirmed only after Pet Nannies of Austin issues written confirmation — a request is not automatically accepted. Last-minute or same-day requests are subject to availability and may include an additional $25–$50 fee. An exact arrival time is not guaranteed unless expressly accepted in writing as an add-on.

Pricing & estimates

All published rates are starting points, not guaranteed quotes. Final pricing depends on the number and type of pets, care complexity, schedule, location, holiday demand, medications, behavior, mobility needs, household tasks, travel outside the core service area, extended hours, or add-ons. A written estimate is provided whenever reasonably possible before service begins.

Payment

Payment is due within three calendar days after services conclude, unless an invoice requires a deposit or earlier payment. Payment must be made to Pet Nannies of Austin directly — never to an individual caregiver. Gratuities are optional and never expected.

Cancellations & holidays

Cancellations made less than 48 hours before service begins may be charged up to 50% of the scheduled total. Holiday and peak-period bookings may require a deposit, full advance payment, or a longer cancellation deadline stated in your estimate.

Client responsibilities

Clients are responsible for providing accurate, complete, and current feeding, medication, veterinary, emergency-contact, behavioral, access, and household information, and for disclosing bite history, aggression, reactivity, separation anxiety, escape behavior, or any condition that could affect care or safety.

Home access, cameras & third parties

Clients must provide reliable entry instructions and a tested backup access method. Locksmith or lockout costs caused by failed access are the client's responsibility. All indoor cameras and audio devices must be disclosed before service begins; recording is not permitted in bathrooms or private sleeping areas used by caregivers. Any third party who may enter the property during a booking must be disclosed in advance.

Weather & Austin summer heat

Outdoor activity may be modified, shortened, delayed, or replaced with indoor enrichment when heat, storms, or other conditions create unreasonable risk. Pet safety takes priority over a planned route or duration.

Health, medication & veterinary care

Medication must be provided in its original or clearly labeled container with written instructions. Pet Nannies of Austin may decline injections, controlled substances, or medication that cannot be administered safely. Clients authorize Pet Nannies of Austin to seek veterinary care when immediate treatment appears necessary and the client or emergency contact cannot be reached; the client is responsible for related costs.

Insurance, liability & assumption of risk

Pet Nannies of Austin maintains professional general liability insurance and bonding, subject to policy terms, limits, and exclusions. Clients acknowledge that pet care, walking, transportation, boarding, and activities like swimming or hiking involve inherent risks. The full liability, indemnification, and risk-allocation terms are set out in the signed Client Services Agreement.

Right to refuse, suspend, or terminate service

Pet Nannies of Austin may modify, refuse, suspend, or terminate services in response to unsafe or aggressive behavior, unsanitary conditions, undisclosed surveillance, incomplete instructions, unsafe access, nonpayment, or any circumstance preventing safe and appropriate care.

Governing law

The Client Services Agreement is governed by Texas law, with venue for disputes in Travis County, Texas, unless applicable law requires otherwise.

Questions

Questions about these policies can be sent to info@petnanniesofaustin.com or (512) 550-6803.