TERMS OF SERVICE

Pupstoria Corp. (“Pupstoria”, “we”, “us”) provides appointment-only pet care services, including dog walking, in-home visits, and related concierge support (“Services”). By booking, paying for, or receiving Services, you (“Client”) agree to these Terms of Service.

1) Scheduling and Arrival Windows

Appointments must be scheduled in advance and are subject to availability.

Due to New York City traffic, building access delays, and service routing, arrival times are provided as a time window rather than an exact time. Your scheduled time represents the centre of a two-hour arrival window, and Pupstoria may arrive up to one hour before or one hour after the selected time. Pupstoria will make every reasonable effort to arrive within this window; however, delays may occur due to circumstances beyond our reasonable control, including severe weather, emergencies, elevator outages, or extended service needs.

2) Payment and Booking Confirmation

Payment is required in advance to confirm an appointment, unless otherwise agreed in writing. Appointments are not guaranteed until payment is received and the booking is confirmed.

We accept payment through our approved online booking system.

3) Cancellations, Rescheduling, and No-Shows

We reserve time specifically for your pet, and last-minute cancellations often prevent us from accommodating other clients.

  • Cancellations and rescheduling must be made at least 24 hours in advance of the appointment time.

  • Requests made within 24 hours of the scheduled appointment may be charged in full and are not eligible for a credit or refund.

  • If a service is cancelled while we are en route or upon arrival, no refund or credit will be issued.

  • Early returns (for travel clients) are non-refundable.

4) Access to Your Home (Keys, Codes, and Building Entry)

The Client is responsible for providing safe, timely access to the pet.

You must provide any necessary:

  • keys, fobs, and entry codes

  • concierge/doorman instructions

  • unit number and building entry details

If Pupstoria cannot access the home due to missing or incorrect access information, the visit may be treated as a late cancellation/no-show and may be charged in full.

Pupstoria takes reasonable care with keys and access items; however, we are not responsible for keys that the Client requests to be mailed or shipped.

If you choose not to keep keys on file, a $10 key pick-up/drop-off fee applies per occurrence.

5) Pet Health, Vaccinations, and Behaviour

All pets must be in good general health and free of contagious illness at the time of service.

Dogs must have a current rabies vaccination and be up to date on routine vaccinations and parasite prevention (flea/tick), as appropriate for the pet.

Aggressive pets are not accepted. If a pet displays behaviour that is unsafe for the handler, the pet, or the public, Pupstoria may refuse service, end the visit early, or require service modifications.

6) Leash, Harness, and Public Safety

All dogs must be walked using a secure leash and properly fitted harness or collar.

The Client must provide safe, functional walking equipment. If equipment is unsafe or a dog cannot be safely handled on leash, Pupstoria may limit the visit to the property or decline the walk for safety reasons.

7) Unattended Pets and Client Instructions

Pupstoria is not responsible for damage caused by pets outside of the scheduled service time or when a handler is not present.

If a Client instructs Pupstoria to leave a pet outside, release a pet into an outdoor area, or permit unsupervised access, the Client accepts the associated risks. Pupstoria is not responsible for loss, injury, or incidents occurring when the pet is unattended.

8) Visits Outside Standard Hours

Our standard visiting hours are:

  • Monday–Friday: 12:00 pm–6:00 pm

Preferred hours (limited availability) are:

  • Monday–Friday: 10:00 am–8:00 pm

  • Weekend hours: 12:00 pm–6:00 pm

Visits scheduled outside standard hours, including during preferred hours, may require prior approval and may incur an additional fee.

9) Emergencies and Veterinary Care Authorization

If Client grants access to any other individual(s) to enter their home during the contractual period with Pupstoria Corp., Pupstoria Corp. shall not be held responsible for any damage to the Client's property or pets as a result. Kindly inform Pupstoria Corp. in advance if there will be someone in your home during the service period.

10) Inclement Weather and Service Interruptions

In the event of severe weather, unsafe travel conditions, or a citywide disruption, Pupstoria may adjust routes, service times, or cancel appointments for safety.

If severe weather occurs:

  1. We will make reasonable efforts to reach your home safely;

  2. The service schedule may be delayed, interrupted, or cancelled based on our assessment;

  3. If travel is unsafe, we will notify the Client and/or emergency contact;

  4. We will inform the Client when the contingency plan is in effect.

Clients should maintain a backup plan for their pets during severe weather or major disruptions.

11) Updates and Client Communication

Following each visit, Pupstoria will provide a brief text update. Photo updates may be provided when available.

The Client is responsible for promptly informing Pupstoria of changes to the pet’s care, health, behavior, medication needs, or access details.

12) Liability

Pupstoria will provide Services with reasonable care and professionalism. However, pets are animals and risks can arise despite proper handling.

To the fullest extent permitted by law, Pupstoria is not liable for:

  • illness, injury, escape, or death arising from pre-existing conditions, pet behaviour, or circumstances beyond our reasonable control;

  • property damage caused by a pet;

  • delays caused by NYC traffic, building access issues, weather, or emergencies.

Nothing in these Terms limits liability for gross negligence or wilful misconduct where such limitation is prohibited by law.

13) Other People in the Home

If the Client grants access to any other person during the service period (including family, guests, cleaners, contractors, or building staff), Pupstoria is not responsible for issues arising from that access. Please notify Pupstoria in advance if anyone will be present.

14) Coverage of New Pets

These Terms apply to all pets owned by the Client, including any pets acquired after acceptance of these Terms, at any service address provided by the Client.

15) Governing Law

These Terms are governed by the laws of the State of New York.

16) Changes to These Terms

Pupstoria may update these Terms from time to time. The most recent version will be posted on our website. Continued use of Services constitutes acceptance of the updated Terms.

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