Incident Procedures — Neighbor Paws

Ground rules for every incident

These procedures apply to every Neighbor Paws visit. Caregivers are trained on them, clients accept them as part of the Pet Care Agreement, and every incident is documented in writing the same day.

Human safety first, then pet safety, then property.
Call the owner and the emergency contact early — never wait to see if a situation resolves itself.
Report through the app the same day, even for small incidents that appear resolved.
Photograph what can be photographed. Do not attempt repairs, clean-up of evidence, or informal settlements.
Do not admit fault or discuss liability with third parties; refer them to Neighbor Paws.

If a pet escapes

Time matters more than anything else. In order:

Search immediately in widening circles from the exit point; carry treats, leash and a phone.
Call the owner, then the emergency contact, within minutes — not at the end of the search.
Notify Neighbor Paws so a second searcher and neighborhood alerts can be organized.
Contact animal control, local shelters and nearby veterinary clinics with a photo and description.
Post to local lost-pet networks with the owner's permission, and check microchip registration.
File a written incident report with times, exit point, and everything attempted.

If a pet bites or injures a person

Bites are legally reportable events. Handle them calmly and by the book.

Move the injured person to safety and secure the pet in a room or crate if it is safe to do so.
Provide first aid; call 911 for anything beyond a minor wound.
Notify Neighbor Paws immediately, then the owner.
Collect the injured person's name and contact information and the pet's rabies documentation.
Cooperate with any animal-control report required by local law; the owner must provide vaccination records.
Service is suspended pending review. Any pet with a bite history becomes ineligible for future service.

If a pet becomes sick or injured

Caregivers are not veterinarians. The job is to recognize trouble, escalate, and follow the owner's authorization on file.

Call the owner and emergency contact. Describe symptoms factually; do not diagnose.
If unreachable and the situation is urgent, follow the emergency veterinary authorization in the Pet Care Agreement and contact the owner's listed vet or the nearest emergency clinic.
Arrange transport through the emergency contact or a veterinary transport service. Caregivers do not transport pets in personal vehicles except where a life is at stake and Neighbor Paws authorizes it.
Stay within the owner's stated spending limit unless Neighbor Paws instructs otherwise.
Document symptoms, times, calls made and clinic instructions in the incident report.

If property is damaged

Damage caused by a pet is the owner's responsibility; damage caused by caregiver negligence is ours, within the limits of the Pet Care Agreement.

Photograph the damage before touching anything, and note the time it was discovered.
Make the area safe (water off, glass cleared) but do not attempt repairs.
Report it the same day; the owner is notified with photos and a written summary.
Never negotiate payment directly with the client — Neighbor Paws handles resolution.

If a caregiver is injured

Caregivers are independent contractors and are not covered by Neighbor Paws insurance. Their safety still comes first.

Stop the visit, get to safety, seek medical care as needed.
Report the injury the same day, in writing, with photos where relevant.
Neighbor Paws arranges cover for the remaining visits and reviews whether the assignment can continue.

If access fails or something looks wrong at the home

Unexpected conditions at the home get escalated rather than improvised around.

Lockout: try all provided methods, call the owner and emergency contact, notify Neighbor Paws, and wait for instructions before leaving.
Signs of break-in, fire, flooding, gas or an unexpected person: do not enter. Call 911 if warranted, then the owner and Neighbor Paws.
Severe weather or unsafe roads: caregiver safety comes first; visits may be shortened, moved or cancelled, and owners are notified promptly.

After every incident

Neighbor Paws reviews each report, contacts the owner with a written summary and next steps, records any veterinary or repair costs, and decides whether service continues, with what conditions. Owners should raise any concern arising from a visit within 72 hours so it can be investigated while evidence is fresh.