- We currently serve 8 Metro Station & focus on Century University City.
- Additional locations may be approved on a case-by-case basis.
- Daily Care Visits: 7 AM – 9 PM
- Weekend Pet Visits & Walks: 7 AM – 9 PM
- Phone Consultations: By appointment
- Holiday Hours: Available with limited staff + holiday surcharge
- Standard Visits: 24-hour notice preferred
- Same-day Requests: Accepted when possible (small rush fee may apply)
- Holiday Requests: Minimum 48 hours’ notice
- Payment is due at time of booking.
- Accepted: credit/debit, digital payments, or invoice.
- Refunds:
- Cancel within 24 hours → full refund
- Cancel within 12 hours → 50% refund
- Cancel within 4 hours → non-refundable
- A key, fob, or code must be provided before first service.
- If the building requires guest access, our sitter must be added to the approved visitor list.
- If we cannot enter due to building restrictions, the visit will be marked as Missed Visit (Non-Refundable).
- We lock the door behind us at entry and exit.
- We never share your key or home access information.
- Photo verification is available upon request.
- Water level
- Food level if required
- Cleanliness of litter box or potty area
- Behavior/mood check
- Signs of distress or home issues (leaks, chewed wires, open doors)
- A medication form must be completed.
- We cannot administer injections at this time.
- Extra care fees may apply for pets needing extended time.
Your pet must:
- Be free of contagious illnesses
- Be up-to-date on Rabies
- Not display aggressive behavior toward strangers
- If your pet shows aggression that makes the sitter feel unsafe, the visit will stop immediately.
- You will be notified instantly.
- Refunds are not provided for incomplete visits caused by aggression.
- A medication form must be completed.
- We cannot administer injections at this time.
- Extra care fees may apply for pets needing extended time.
Your pet must:
- Be free of contagious illnesses
- Be up-to-date on Rabies
- Not display aggressive behavior toward strangers
- Warm greeting and bonding time
- Feeding (if requested)
- Fresh water
- Short or full walk (depending on booking)
- Playtime
- Litter refresh or potty cleanup (if added to visit)
- Medication (if applicable)
- Written visit report + photos
- Leash check for safety
- No off-leash walking
- Only approved harness or collar is used
- Walk route is apartment-friendly and chosen for safety
- Walk is adjusted based on weather (heat/cold policies apply)
- Litter clean & refresh (if added to visit)
- Feed + water
- Enrichment play
- Quick wellness check
- Secure windows/doors
- Indoor-only safety (absolutely no “door escapes”)
- A walkthrough before first booking
- Feeding and care instructions written or texted
- Emergency contacts
- Vet information & nearest 24-hour emergency clinic
- Clear instructions for apartment access
- Wi-Fi optional but appreciated for communication
- Camera disclosure (we are comfortable with cameras, but must be notified)
- Please provide:
- Clean litter (for cats)
- Enough food & treats
- Poop bags
- Leash/harness
- Towels for rainy days
- We will prioritize your pet’s safety.
- You’ll be notified immediately.
- Services may be rescheduled as needed.
- In extreme heat or cold, walks will be shortened to protect paws & breathing.
- Remaining visit time will be spent indoors giving attention and enrichment.
- We will prioritize your pet’s safety.
- You’ll be notified immediately.
- Services may be rescheduled as needed.
- Food & feeding instructions
- Litter + liners
- Poop bags
- Leash/harness
- Medications
- Cleaning supplies for accidents
- We may purchase them for you (supply run fee + cost of items)
- A check-in message when we arrive
- Photos/videos during or after the visit
- A final recap and confirmation when we leave
- Immediate contact if anything seems off
- You can also text us anytime for updates
- Multi-pet discounts
- Multi-visit discounts
- Apartment community partnerships
- Referral rewards
- First-time client discount
- Paws & Pals of Charlotte is insured and background-checked.
- We are not responsible for:
- Damage caused by pets
- Issues resulting from unsafe collars/harnesses
- Apartment restrictions that prevent entry
- You must disclose any behavioral concerns or past incidents.
- Keep pets safe
- Make apartment access smooth
- Maintain trust and transparency
- Ensure reliable and consistent care
- Protect both your pet and your sitter
- Orders placed by Wednesday deliver on Friday–Saturday.
- Subscription clients receive priority during busy weeks.
- Delivery windows: 10 AM – 6 PM.
- Refrigerate meals immediately upon delivery
- Freeze meals if not used within 3 days
- Use treats within 1–2 weeks
- All allergies must be disclosed upfront.
- We may decline orders if a recipe contains an allergen we cannot safely remove.
- Meals are not vet-formulated.
- Intended as occasional fresh meals or toppers unless you consult your vet.
- We do not replace therapeutic diets.
- Containers are recyclable and food-safe.
- Returnable container options earn $1 credit per container.
- Payment required at time of order.
- Subscriptions auto-bill weekly, biweekly, or monthly.
- Cancellations must be made 48 hours before delivery.
- “Running low?” reminders for subscription clients
- Order confirmation
- Delivery ETA
- Photo of delivery
- Payment summary
- Allergy check (for fresh food)
- You must be an existing or new client with an active profile.
- Referred person must be a new client.
- Referral credits apply once the new client completes their first paid service.
- Credits are automatically added within 24 hours after the referred service is completed.
- Credits apply to any service except tips.
- Cashback is not provided (credits only).
- Unlimited credits can be earned.
- VIP status resets annually.
- Calculated at the average value of a standard visit ($25 max).
- Can be applied to a longer or more expensive service as a credit.
- Referral code
- Name used on booking
- Phone number
- Date of initial service
- Referree uses fake accounts
- Multiple sign-ups from the same pet/household
- Self-referrals
- We will always communicate first before removing credits.