This is an overview of our policies. Please view our Service Agreement for further listings.
Business Hours
Our regular business hours are Monday-Friday from 9am to 6pm. The office is closed on all Federal holidays.
Meet and Greet Consultation
We require an initial Meet and Greet and recommend scheduling a consultation several weeks before services begin. This is our opportunity to get to know each other and make sure that we are the right fit for your family.
Keys
We require two (2) copies of your house key prior to the first service period. If you do not have two copies, we can make an additional copy for a $10 charge. There will be a $15 charge for each trip we have to make to pick-up keys after the initial met and greet, and a $10 charge for returning keys via Certified Mail. We will ship keys within 7 days of receiving a key return request and payment. No keys will be accepted under the doormat, hidden on premises, mailed by regular mail, or locked in home on last visit. Garage door openers are accepted in addition to, but not in lieu of keys.
Scheduling Services
All of our clients are required to schedule services with our online scheduling system and keep their profile information up-to- date with their contact information, pet information, and pet care instructions.
Payment
All clients are required to keep a credit card on file. Our online scheduling system securely stores your credit card information and your credit card is charged only if your booking is approved. Payment is due before services start.
Holiday Fees
There is an additional fee of $5 per visit for the following dates: December 31st through January 2nd, Good Friday through Easter Monday, the Friday before Memorial Day through Memorial Day, July 3rd through 5th, the Friday before Labor Day through Labor Day, the Wednesday before Thanksgiving Day through the Sunday after, and December 23rd through 26th.
Cancellations
We understand that unexpected things happen and plans can change. We adhere to a strict no overbooking policy, which means we have to turn away clients once our schedule is full. To ensure that our appointment slots are available to those who need them, cancellations for dog walking and pet sitting visits require at least a 24 hours’ notice to receive an account credit for cancelled services. Cancellations for overnight visits require at least a 7 days’ notice to receive a credit. Due to increased demand during holiday periods, cancellation for any services require at least 7 days’ notice to receive an account credit for cancelled services.
Minimum Visits
To provide the best care possible for your pets, we require at least 3 visits per day for dogs and at least 1 visit per day for all other types of pets. This is for the health and safety of your pets. No exceptions! We may require more than these minimums for a particular pet if we feel it is necessary for the pet’s well-being.
Others with Home Access
We must be notified of all persons who have access to your home and/or property during the service period including neighbors, friends, relatives, and service persons. If we arrive at your home and there is an unexpected person in your home, you will be responsible for all situations thereafter the person’s entry. We will leave the premises and report our finding to the local authorities.
Inclement Weather
We reserve the right to adjust the timing and/or cancel visits due to weather, national or state emergency, and/or any other emergency. If the federal government/state government offices close, dog walking visits will be cancelled. For pet sitting visits, we recommend that a neighbor who has access to your home be instructed to make visits should the weather conditions make it impossible to get to your home. Clients will receive an account credit for missed visits when visits are canceled by Pawsome Walks & Care.
