If you choose to provide pet sitting, dog walking, or any other pet care services to clients outside of scheduled Paws and Possibilities training services, you are doing so independently and not as a representative of the company.

To maintain clear boundaries and protect the business:

• Client Waiver Required: You must have the client complete the Independent Pet Care Acknowledgment & Liability Waiver prior to providing any pet care services

• Official Form Submission: The waiver must be completed through the official company link so it is properly recorded

• No Services Before Submission: You may not begin services until the form has been submitted

• Independent Responsibility: You are fully responsible for all aspects of the care you provide, including insurence, communication, safety, and any incidents that may occur

• Company Liability: Paws and Possibilities assumes no liability for independently arranged pet care services

• Trainer List Requests: If you would like to be added to the approved trainer selection list on the waiver form, please reach out to management

If a client has questions about the form, direct them to Samantha so she can assist.

Failure to follow this policy may result in removal from working with clients.

Waiver Link

Paws and Possibilities is dedicated to helping families build the relationship with their dog that they’ve always hoped for. Our approach has been shaped by years of experience, thousands of successful clients, and strong referrals from veterinarians, pet professionals, and past clients.

We achieve consistent results by distinguishing between obedience behaviors and manners. Our goal is to teach dogs how to make good choices on their own instead of needing constant micro management. A strong relationship between each dog and their family is at the center of everything we do, and our methods are tailored to the individual needs of each dog and household rather than using a one size fits all approach.

We highlight correct choices with tools like clickers, verbal praise, petting, toys, and attention. When a dog needs guidance, we rely on fair and appropriate feedback, which might include withholding attention, spatial pressure, a squirt bottle, or other suitable tools. Any tool we recommend must be used correctly, consistently, and with fairness.

Our programs cover obedience, manners, leadership, impulse control, loose leash walking, and any additional skills a family needs to meet their goals. Clients have the freedom to create a training plan that fits their lifestyle, and there is no judgment about the structure that works best for their household. When a dog is well behaved, families feel more relaxed, confident, and able to fully enjoy life with their dog.

This methodology guides everything we teach and ensures that both dogs and owners succeed together

If a staff member notices that a dog may not be receiving care it needs, whether related to medical issues, grooming, or general wellbeing, the concern should be approached with care and sensitivity. These conversations should always be done privately, away from other clients, to prevent embarrassment or defensiveness.

Staff should approach the owner gently and avoid assuming the worst. Asking thoughtful, open ended questions can help you understand the situation more fully and give the owner space to share context. If the owner seems resistant, uncomfortable, or unwilling to discuss the concern further, please communicate this to the team so we can follow up as needed.

Our goal is to support both the dog and the owner while maintaining respect, compassion, and professionalism at all times.

Handling Concerns or Complaints
• If a client raises a concern or complaint, handle it calmly, professionally, and respectfully.
• Listen carefully and clarify if needed, but do not argue or escalate the situation.

Notifying Management
• Notify management so the team is aware and can provide guidance.

Creating a Client Note
• If the concern or issue pertains to all staff (important info about the dog or client), notify management and create a client note.
• Open the client profile in the app or on the web.
• Click Clients, search for the client, then go to Notes and select + New Note.
• Make sure Staff Eyes Only is selected (double-check before saving).
• Include your initials, the date, and a detailed note about the concern or complaint.
• Press Save to ensure the note is recorded.

Client Pick-Up of Purchased Items
• If a client has already purchased an item, they must show a receipt before picking it up in class.

Processing a New Purchase
• Staff can process purchases on the client’s behalf through the phone app.
• Steps to process a purchase:

1. Go to the Store button in the app.

2. Type in and select the client’s name.

3. Search for the item the client wants.

4. Click Add for the item.

   • If the item has variables (size, color, etc.), select the correct option.

5. Click Add to Cart.

   • Check the top-right corner for the cart icon.

   • Click the cart and then Payment.

6. Select Virtual Terminal as the payment method.

7. Click Complete to finalize the purchase.

   • Confirm Purchase Completed Successfully appears.

8. Click Email Receipt to send the client a copy.

9. Click Complete to finish the transaction.
   • If at any point there is confusion, notify management immediately so they can process the payment.

Training and Item Use
• Staff must demonstrate and explain proper use of any tool or item before giving it to the client.
• Only a trainer may train a client on items unless an apprentice or assistant is specifically authorized or supervised by a trainer.

If a client purchases a prong collar in class
• Selling staff member: shows proper fit and use during class
• Selling staff member: adds a note in the client profile confirming instruction
• Samantha: notifies the trainer for the client’s next class
• Next class trainer: assesses prong collar use and confirms client is using prong collar correctly and adds a follow up note that day

If a client purchases a prong collar on their own
• Samantha: notifies the staff member teaching the client’s first class with the prong
• That staff member: gives client prong and instructs them on use and adds a note in the client profile
• Samantha: notifies the trainer for the following class
• Following class trainer: assesses prong collar use and confirms client is using prong collar correctly and adds a follow up note that day

If the client does not attend class
• Notified trainer: lets Samantha know
• Samantha: adjusts follow up and scheduling as needed

Ongoing responsibility for all trainers
• If a client profile shows a prong collar note but no follow up assessment
• Assess the client that day‍, add the follow up note, alert Samantha

Dog in Heat Policy:
• If a dog arrives to class and appears to be in heat, calmly and respectfully notify the client of our policy.
• State: “If your dog is currently in heat, we kindly ask that they do not attend class.” They are able to stay in the current in person class if the following conditions are met.

Assessing the Situation:
• Observe the class environment and determine whether other dogs are overly distracted.
• If multiple dogs are excessively distracted or the class environment is compromised, the dog in heat will be asked to leave.
• If there is no disruption and the dog is wearing a diaper, the dog may remain in this class but will be asked not to attend in person classes until the heat is over.

Diaper Requirement:
• If a dog in heat is not wearing a diaper, the client will be asked to leave class.
• Explain that we do not have the appropriate cleaning supplies for blood or bodily fluids, so attendance without a diaper is not permitted.

Membership Hold Option:
• Let the client know they can reach out to Samantha to place their membership on hold during this time if needed.
• You may also offer to notify Samantha on their behalf so the membership can be adjusted accordingly.

Follow Up and Documentation:
• If a client is asked to leave, notify management after class.