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Frequently Asked Questions

What is the new client registration meeting?

We require a member of our team meet new dog walking or pet sitting clients. This is an in person meeting at your home, giving you the opporuntiy to meet your dog walker or pet sitter and walk through your care instructions. You will be emailed a Registration Packet from our office and should have that completed this form prior to the time you are scheduled to meet with your dog walker or pet sitter.

During the registration meeting, our employee will review the contents of your Registration Packet, greet your pet, and obtain 2 copies of your house keys. Once the registration meeting is complete, you are ready to begin scheduling service.

How long are dog walks?

Standard midday visits are 25 minutes. Puppy/Senior visits are 20 minutes. This includes the amount of time it requires the dog walker to enter the home, leash up the dog, go for a walk, provide fresh water or a treat per your request, return the dog to the location they were found (ie crate, bedroom etc), and leave you a daily journal with details about the visit.

Note for clients that reside in apartment buildings: The easier it is to get in and out of your residence is indicative of how much time we will be able to spend on the actual walk. For apartment complexes, parking and/or conceirge key handling can consume much of this time. Please assist your dog walker or pet sitter with gaining access to your apartment by notifying the conceirge ahead of time and providing an easy parking location.

What time are dog walks conducted?

We conduct midday dog walks between the hours of 9AM and 5PM. Any visit performed outside of this timeframe is considered a pet sit. If you prefer a more specific time, you can request a preferred 2 hour window. We will ensure that our dog walker arrives to your home during that preferred time frame. If circumstances or an emergency prevents the dog walker from arriving to your home during this window, we will notify you, and take appropriate action.

How long are pet sits?

Pet sitting visits are 30 minutes. This includes the amount of time it requires the pet sitter to enter the home, leash up the dog and go for a walk or clean the litterbox / cage, provide fresh water, feed breakfast or dinner, return your pet to the location they were found (ie crate, bedroom etc), and leave you a daily journal with details about the visit.

Note for clients that reside in apartment buildings: The easier it is to get in and out of your residence is indicative of how much time we will be able to spend on the actual walk. For apartment complexes, parking and/or conceirge key handling can consume much of this time. Please assist your dog walker or pet sitter with gaining access to your apartment by notifying the conceirge ahead of time and providing an easy parking location.

What time are pet sits conducted?

We conduct pet sitting visits before 9AM and after 5PM. You can request a preferred 2 hour window. We will ensure that our pet sitter arrives to your home during that preferred time frame. For your pet's safety, we require a minimum 2 visits daily for dogs and 1 visit daily for cats and other small animals.

Do you walk dogs in groups or take dogs to dog parks?

No. We want our team's attention to be focused on your dog during their visit. We walk dogs individually, unless they are from the same household. We do not offer group pack walks. We do not take dogs to dog parks. Our walks are on leash at all times. If you prefer to have your dog play in an off leash group with other dogs, we recommend our dog daycare service.

What about parking?

Many of our clients live in an apartment complex or on a challenging city street where parking is limited. As a general rule, we do not charge for parking but we assume that there is the ability to park for free and that it is reasonably close to the entrance of your home/building. If there is only street parking and the employee must pay to park there, we will add those charges on to your service bill so that our employee can be reimbursed for this additional expense. These scenerios will be evaluated on a case by case basis.

If your apartment complex or neighborhood has designated parking for quick access, this would be helpful for our employees to know. Our goal is to optimize time we spend with your pet. The time it takes to find parking and get into your apartment or townhouse can take away from the visit time.

Do you offer any discounts?

Yes, we offer discounts on dog walking services for customers that want regular service 4-5 days a week. We also offer a discounted pet taxi package for clients that use our pet taxi service to/from dog daycare.

How does monthly dog walking services work?

Memberships are per month and it depends on how frequently you need service.

  • Need dog walks M-F (5 days a week)? We recommend the VIP plan which is a $2 savings per dog walk.
  • Need dog walks 4 days a week (16 a month)? We recommend the Premier plan which is a $1 savings per dog walk.
  • Have a puppy or older dog? We recommend the Puppy/Senior plan which includes 2 shorter dog walks per day M-F, and is $15 each or a $5 savings per dog walk over our standard midday dog walk.
  • Customers must have credit card on file and authorize us to charge on the first of each month.
  • We do not refund for cancellations.
  • We do not refund for holidays, they are already factored into the discount rate.
  • We do offer an annual 10 day vacation allowance. We must be notified in advance to bank those days.

If you are interested in enrolling, please complete our enrollment form.

How does the vacation allowances work?

Monthly dog walking memberships (VIP, Premier, and Puppy/Senior plans) include an annual vacation allowance of 10 days, beginning on your original contract date.

  • Vacation credit will be applied to 3 or more consecutive days of cancelled walks.
  • Vacation credit will be reflected on your next month’s bill.
  • Notify the office or billing manager if you are canceling walks related to vacation so we can put a special code in your reservation and adjust your bill.

Why do you charge a holiday surcharge?

We are an employee-based company that operates 365 days a year. Holidays are our busiest time. The extra fee we collect is passed on to our employees as bonus incentive for them to work on holidays when they may otherwise have chosen to take time off. The holiday surcharge is non-refundable and must be paid in advance when you book your holiday reservation. This reserves your pet sitter's time in their schedule.

What happens to regular midday dog walks on holidays?

All regularly scheduled weekly dog walking services will automatically be cancelled on holidays. If you are a weekly dog walking client and need a dog walk during the holiday, please call our office to make a reservation.

What is your cancellation policy?

Reservations are required at all times. Cancellations must be made by close of business the day prior. Our office is open daily 9-5pm, except on holidays. Same day cancellations will be charged full fees.

If we are pet sitting for you and you return home early from your trip, please call the office to cancel the remainder of your visits. You will be charged for any visit for which the sitter arrives to the house without advance notification to cancel the visit.

If you cancel your holiday reservation, please notify us with as much advance notice as possible. We are usually completely booked 1-2 months before the holiday. Payment of the holiday surcharge guarantees we have secured a sitter for your reservation. If you do need to cancel, we will only refund the holiday surcharge if we are notified 10 or more days before your reservation begins. If you cancel your reservation with less than 10 days notification, your pet sitter will receive the holiday surcharge.

What is your holiday schedule?

Our office is closed on holidays. Click here to see our full holiday schedule.

What is your inclement weather policy?

Click here to see our inclement weather policy.

How will I be billed?

Regular weekly dog walking customers will be billed monthly. We have 3 billing cycles.

  • VIP, Premier, or Puppy/Senior plan are billed on the 1st of each month.
  • Weekly dog walking customers with last name that begins A-L are billed on the 15th of each month.
  • Weekly dog walking customers with last name that begins M-Z are billed on the last day of each month.

Pet sitting and occasional dog walking customers will receive their invoice once services are complete and usually within 14 days. If you are a weekly dog walking customer, your pet sitting visits will be included in your monthly invoice and sent to you during your normal billing cycle.

All invoices are emailed, unless client specifically requests to receive invoices by US Mail.

We accept Visa, Mastercard, Discover, and American Express. If you would like to pay by credit card, you may call it in or complete an autocharge form so we can auto bill you.

If you have any questions about your bill please contact our billing manager.

Can I tip my dog walker or pet sitter?

Yes. If you were provided with great service, the suggested tip is 10% of your total bill. This is a suggestion only and is not required. If you would like to tip your pet sitter, you may include the additional amount in your check for payment and we will pass along the surplus to your sitter with your compliments. You may also mail a separate note to our office and we will ensure your pet sitter receives it.