Barks Blog

by the PPG Pet Care Division

This resource is a product of the Pet Professional Guild Pet Care Division Team: Kat Frizzell, CPPS, FFCP, PFACCI, PLBS; Kristi Jones, CPDT-KA, CBCC-KA, CET; and Roxanne Dockter, MSc., CPPS, FFCP, CFVA, PFACCI

This guide outlines a clear set of non-negotiable standards that all professional pet care members of the Pet Professional Guild should adhere to when providing services such as boarding, pet sitting, daycare, overnight care, pet taxi and dog walking.

Overview: The non-negotiables sections are divided into Service Standards and Pet Care Standards.

Section One: Pet Care Non-Negotiable Standards of Service

Section Two: Pet Care Standards

• Safety & Emergency Management
• Pet Care Knowledge

Section One: Pet Care Non-Negotiable Standards of Service

Operations & Legal

General Operations

1. Formalize Secure Key Management Protocol: Identify a process for how each pet professional will retrieve, retain, and return client keys. 
   • Non-negotiables include:
     • A secure system for storing keys (not labeled with addresses).
     • A clear plan for key pick-up and drop-off that prioritizes client’s home security.

2. Retain Bonding and Insurance: This is paramount. Being bonded protects the client from theft by the pet care professional, and being insured covers any accidents or injuries to the pet or damage to the property that may occur while the professional is on duty. Proof of both should be readily available.
3. Have a Completed Background Check (Highly Recommended): While not always directly offered by individuals, professional companies will usually have conducted background checks on their staff. For independent pet care professionals, offering references is the minimum, but a background check should be deemed non-negotiable. 
4. Maintain Professionalism and Reliability: This standard encompasses several aspects:
   • Punctuality: Arriving at the agreed-upon scheduled times for visits.
   • Dependability: Showing up for all scheduled visits, even in bad weather.
   • Cleanliness: Cleaning up any pet messes (accidents, vomit) or personal messes and leaving the home tidy after each visit.
   • Respect for Property: Treating the client’s home with care and respect.
   • No unauthorized guests: No other people should be entering the client’s home with the pet care provider unless explicitly agreed upon.
5. Conduct a meet and greet at least seven days before a first-time reservation: A pre-service meeting at the client’s home (with client’s pets present) is essential because it allows:
   • The pet care provider to meet the pets and observe their behavior in their familiar environment.
   • The client to assess the pet care provider’s demeanor and interaction with the client’s animals.
   • Discussion of routines, specific needs, and home access.
   • An orientation of the home and yard to ensure it is safe and the pet can be securely cared for.
   • The transfer of information and knowledge regarding the home and how to navigate it and care for the pets.
   • All parties to help build trust and familiarity before the client leaves.
   • Both pet care provider and client to ensure they are on the same page for what to expect in regards to the pet’s care, where supplies are located and how to handle emergencies that may arise.
6. Establish and Retain a Clear Communication & Client Update Process: Consistent and reliable communication is crucial. 
   • Non-negotiables include:
     • A reliable method for contact while the client is away.
     • A specific system of communication to update the client (e.g., pet care software, text, email, etc.).
     • Communication updates after each visit (e.g., texts, photos, videos and detailed updates).
     • Established notification protocols for emergency and nonemergency issues.
     • Prompt responses to inquiries.
     • Immediate notification of any concerns, issues, or unusual behavior from the pet.
7. Establish and Retain Client Information Safely: Ensuring confidentiality of information is crucial for client safety.
   • Determine how the pet care provider will store client documentation, contracts and policies.
   • Conduct security backups and audits on a routine basis.
   • Ensure credit card and payment processors are federally compliant.

Contractual Obligations

Have a Clear Service Agreement/Contract: A written agreement outlining all services, fees, cancellation policies, emergency procedures, and liabilities is non-negotiable. This foundational document protects both parties and sets clear expectations. In addition to a primary service contract, pet care providers should maintain a suite of supplemental agreements and policy forms tailored to the specific services offered.

 Core Contracts & Liability Agreements

• General Service Agreement – Covers overall care expectations, rates, cancellation policies, liabilities, and emergency procedures.
• General Liability Waiver – Protects the pet care provider from responsibility for unforeseen accidents or damages during care.
• Cancellation Policy Agreement – Specifies notice requirements, fees, and refund terms.

Service-Specific Agreements

• Dog Boarding Agreement – Outlines boarding rules, daily schedule, safety procedures, and pet behavior expectations in the sitter’s home or facility.
• In-Home Pet Care Agreement – Covers visits to the client’s home, home access, security, visit frequency, and pet routines.
• Dog Walking Agreement – Includes leash handling rules, walking route preferences, leash reactivity (known triggers and protocols), and off-leash permissions.
• Daycare Agreement – Covers hours of care, enrichment activities, pet interactions, and pet behavior expectations during daycare services.
• Pet Taxi Agreement – Details transport destinations (vet, grooming, etc.), safety requirements (crate/harness), and liability during transport.
• General Pet Care Agreement – A catch-all form for one-time or unique services not covered elsewhere, like medication administration or litter box refresh.

Medical & Emergency Forms

• Veterinary Release Forms
  • Emergency Medical Release – Authorizes the pet care provider to seek urgent medical care and make time-sensitive decisions.
  • Nonemergency Medical Release – Covers pre-scheduled visits, follow-ups, or minor health concerns.

• Medical Needs Agreement – Details medications, dosages, administration instructions, and known health issues.
• Emergency Protocol Plan – Identifies action steps in various emergencies, emergency contacts, and temporary guardian plans.

Behavioral & Risk-Specific Releases

• Supplemental Release Form – Used for unique cases like off-leash permissions, unconventional routines, or multiple caregivers.
• Indoor/Outdoor Pet Safety Agreement – Documents pet routines, access to shelter, weather safety guidelines, and includes a disclaimer restricting outside time during extreme weather events.

 Service Enhancements

• Grooming Consent Form – Authorizes grooming services, outlines what is allowed, and waives liability for minor grooming-related injuries or stress.

Media Policy Agreement – Grants or withholds permission to use photos/videos of pets for social media, marketing, or training materials.

Section Two: Pet Care Standards

Safety & Emergency Management

1. Obtain Emergency Protocols and Veterinary Contacts: A professional pet care provider must have a clear, well-communicated plan for emergencies that includes:
   • Knowing the client’s veterinarian’s contact information.
   • Having a designated emergency vet clinic.
   • Understanding the client’s preferences for veterinary care in an emergency (e.g., authorization for specific treatments, financial limits and natural disaster care instructions).
   • Knowing how and when to contact the client and/or their emergency contact immediately.
2. Have Two Methods of Entry to Client’s Home: For safety of the client’s pet in times of natural disasters such as tornados, power outages, etc., each pet care professional should discuss two methods of entry into the client premises during the meet and greet.
   • It is best to have one physical and one electronic method of entry rather than two electronic methods of entry. For example: 
     • A physical key
     • A garage code/key
3. Weather Awareness & Adjustments: Pet care providers must assess current and forecasted weather conditions daily. Outdoor time must be suspended in cases of:
   • Extreme heat and heat indexes (e.g., above 90°F/32°C) 
   • Extreme cold (e.g., below 32°F/0°C)
   • Severe weather alerts (storms, high winds, air quality alerts)
4. Secure Containment Check: Outdoor enclosures (fences, catios, kennels) must be inspected before each visit to ensure they are:
   • Free of damage or escape points
   • Properly latched and locked
   • Providing adequate shelter and shade
5. Service Minimums: All animals, regardless of the type of animal, should be seen at least once every 24 hours for the safety of the pet and the client’s home. 
   • Puppies (1 year and younger): For vacation sits, should be seen a minimum of five times a day for 45 minutes or longer each visit. But preferably, overnight or 24/7 care should be provided, rather than drop- ins only and puppies should be kenneled when alone.
   • Adult dogs (1 year and older): For vacation sits, dogs should be seen a minimum of three times a day.
   • Kittens (1 year and younger): For vacation sits, kittens should be seen at least two times a day for 45 minutes or longer each visit. Kittens should have access to a restricted area of the house rather than the full house when alone.
   • Adult cats (1 year and older): For vacation sits, cats should be seen a minimum of one time a day.
6. Sanitation Protocols:  Pet care providers must follow strict sanitation procedures between each client visit to prevent the spread of disease, allergens, parasites, and contaminants. 
   • This includes—but is not limited to:
     • Washing or sanitizing hands before and after each visit. 
     • Cleaning and disinfecting tools (leashes, scoops, carriers, water bottles, etc.).
     • Changing or disinfecting shoes or using designated shoe covers when entering homes. 
     • Professionals should also carry disinfectant wipes, hand sanitizer, gloves, and spare gear to ensure cleanliness between all appointments.

Cross-contamination is a serious risk and maintaining a high standard of hygiene is non-negotiable to protect pets, professionals, and households.

Pet Care Knowledge

Experience and Animal Knowledge: While specific certifications might be a plus,  pet care providers should demonstrate:

• Experience caring for the species of animals in clients’ homes (cats, dogs, birds, rabbits, etc.).
• Basic knowledge of animal behavior and common health issues for the pets in their care.
• The ability to recognize signs of distress or illness through a pet’s social behavior and communication.
• Knowledge of pet first aid.
• Knowledge of, and willingness to follow, local leash laws and regulations.
• Adherence to the Pet Professional Guild’s non-negotiable Guiding Principles: No shock, No prong, No choke and No pain, No fear, No force are ever employed in the training, behavior modification, care, or management of any pet.

Download the guide here:

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About the Pet Professional Guild Pet Care Division

Supporting pets and their guardians is a shared function of all pet professionals, including pet groomers, pet sitters, dog walkers and canine enrichment technicians.

If you are interested in joining our divisional team and giving a voice to pet care providers, please join PPG today, then log in to your PPG member account and fill out the volunteer form. With your help, we can develop more resources for pet care providers and their clients, and build great referral programs across the many vital roles of pet professionals.