Port Paws & Property — Management Policies & Procedures Manual

Please read our Port Paws & Property Services below:

1. Pet Care Policy

2. Dog Walking Policy

3. Litter Cleaning Policy

4. Garden Watering Policy

5. Pool Check Policy

6. Property Check Policy

7. Key Handling & Access Policy

8. Cyclone Management Policy

9. Sick or Injured Pet Policy

10. Pet Emergency Care Plan

11. Staff Conduct & Professionalism Policy

12. Payment & Invoice Policy

Port Paws & Property is committed to providing safe, reliable, and compassionate pet care while owners are away. All pets are cared for according to the instructions provided by the owner, including feeding routines, medication needs, behavioural notes, and preferred enrichment.

1. Pet Care Policy

Staff must:
• Follow all feeding schedules and portion sizes.
• Ensure pets always have access to fresh water.
• Observe pets for any signs of illness, distress, or injury.
• Record visit notes and provide updates as required.
• Maintain cleanliness around feeding areas, litter trays, and yards.
• Immediately report concerns to management and the owner.

2. Dog Walking Policy

We walk dogs safely and responsibly according to breed, age, fitness level, and environmental conditions.

Rules:

• No dog walking between 11:00 AM – 3:30 PM due to heat risk.
• Dogs must be on-lead at all times.
• No dog-to-dog introductions or interactions.
• Avoid unsafe areas, aggressive dogs, or extreme weather.
• If heat or weather prevents walking, conduct yard checks and enrichment instead.

Staff must carry water, waste bags, and phone during all walks.

3. Litter Cleaning Policy

To maintain hygiene and pet comfort:

Staff must follow the owner’s instructions regarding:

• Scoop or change litter as required.

• Replace liners if needed.
• Clean surrounding floor area.
• Check for abnormal stools/urine and report issues immediately.
• Refresh water and food bowls when instructed.

4. Garden Watering Policy

We provide basic plant and garden care to keep gardens stable while owners are away.

Staff must follow the owner’s instructions regarding:

• Indoor plants
• Outdoor pots
• Garden beds
• Irrigation systems

Note: Plant care is best-effort; survival cannot be guaranteed during extreme Pilbara heat.

5. Pool Check Policy

Pool checks include:

• Skimming surface debris
• Emptying skimmer baskets
• Basic equipment visual inspection

We do not:

• Add chemicals unless specifically authorised
• Adjust pumps or filtration settings
• Guarantee pool balance or clarity

Any observed risks or damage must be reported immediately.

6. Property Check Policy

Port Paws & Property is NOT a licensed security service.

Property checks are visual walk-arounds only, including:

• Checking external doors, windows, gates
• Inspecting for signs of weather damage
• Checking fence lines
• Looking for unusual activity

Staff may not:

• Enter the property unless instructed for pet/home care
• Touch or move personal items unless required for service

• Arm/disarm alarm systems unless owner provides written permission

Staff must report any issues to management immediately and provide a timestamped photo if appropriate.

7. Key Handling & Access Policy

To maintain customer security:

• Keys are coded without names or addresses.
• Keys are stored securely when not in use.
• Key pickup can occur at first visit or by arrangement.
• Owners may leave keys in a secure lockbox at their property.
• Lost keys require instant reporting; replacement is limited to key-cutting cost.

We do not discuss property details with any third party at any time.

8. Cyclone Management Policy

In the event of a cyclone warning or alert:

• Services may be suspended for staff safety.
• Owners will be contacted immediately if conditions change.
• Pets will be checked if safe and legal to travel.
• Property checks will NOT be carried out during Red Alert or unsafe conditions.
• After the cyclone, staff will resume visits as soon as authorities confirm it is safe.

Owners are advised to have a cyclone plan for pets, including:

• Secure shelter areas
• Emergency contacts
• Food and water supply

Although All Care is Taken - Port Paws & Property accepts no liability for events caused directly or indirectly by severe weather.

9. Sick or Injured Pet Policy

If a pet appears unwell or is found injured on arrival:

Staff must attempt to contact the owner immediately.
If unreachable, contact the emergency contact.
If no one is reachable, staff may seek reasonable veterinary care.
Pets may be transported to the nearest available vet.
All vet and transport costs are the owner’s responsibility.

A full incident report must be logged after any emergency events.

10. Pet Emergency Care Plan

In any emergency involving a pet, staff must:

• Stay calm and assess the situation.
• Ensure the animal is safe from further harm.
• Contact the owner or emergency contact.
• Transport the animal to the nearest or nominated vet if needed.
• Follow any known medical history or instructions.
• Document everything with timing, photos, and notes.

Vet contact details should be stored before service begins.

11. Staff Conduct & Professionalism Policy

Staff must always:

• Wear clean uniforms or identifiable clothing
• Be punctual
• Treat pets with kindness and patience
• Respect customer privacy
• Keep all information confidential
• Avoid discussing customer details publicly
• Report hazards, incidents, or suspicious activity

Rude behavior, negligence, or misuse of customer property is grounds for dismissal.

12. Payment & Invoice Policy

• All invoices must be paid before services commence
• Services not paid in advance may be cancelled
• Long-term bookings may require deposit
• Additional costs (food, litter, meds, supplies) billed at cost +10%