Policies
Cancellation Policy
Things happen. No one likes to pay for something they’re not going to use. We get it. We really do! However, when a booking comes in, our amazing pet sitters organize their life to make certain your animals needs are met at the scheduled time and convenience for you. We are a boutique pet care service and adhere to a strict no overbooking policy. We will turn away business when our sitters are assigned to care for your pets. In order to provide the absolute best care to our clients, keep our team members happy and productive, and ensure we are operating as efficiently as possible, we have implemented a Cancellation Policy on all appointments. Please give the notice listed below to avoid a visit charge.
~Mid Day Dog Walks (for those that use us on a weekly continuous basis) require 24 hours notice
~Pet Sitting, Cat Sitting, Small Animal Care and House Sitting require 48 hours notice
~Overnight Care requires 5 days notice
During Holiday periods which are the week of Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Eve night, Christmas, New Year’s Eve after 5pm and New Years Day, 100% payment is due to secure your reservation; cancellation 14 or more days in advance will receive 75% deposit back; cancellation 7-13 days in advance will receive 50% of their deposit back; and cancellations occurring 6 or fewer days prior to reserved dates will receive 25% of your deposit back.
Meet and Greet Policy
The Meet & Greet is a visit that allows the client to get to know our service and their pets' assigned walker/sitter prior to the start of their service. During this visit their pet care provider will introduce themselves, spend some quality time with the pet, confirm and review the pertinent information about the home and pet care routine (e.g. vet information, emergency contact, special requests, key location, etc.), and answer any additional questions the client may have. We do NOT provide service until this meeting has taken place. We look forward to meeting you and your pets!
Scheduling Policy
For the safety of our client’s pets all visits MUST be scheduled through the Time to Pet app and confirmed by the office. We use a unique scheduling program, which ensures that no pet visit is ever missed accidentally. If a client schedules through their sitter and the sitter forgets to inform the office, that takes us out of the loop and therefore unable to follow-up with the sitter to make sure that the pet has been seen. The Pack will not be held liable for visits scheduled without the offices knowledge. Thank you for your cooperation.
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Prices include up to two pets -$10 for each additional dog - $10 each additional cat/other pets
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Pets that are not owned by the primary client, and are added to the visits scheduled at the primary client’s home are an additional $15 per visit
Holiday Surcharge
We consider the following to be our major annual holidays: New Years Eve, New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Eve & Christmas. There is a $25 surcharge plus the standard charge for the service being provided on these dates. 100% of these fees are paid to the sitters.
Sitter Substitution
All of our care providers are excellent, very trustworthy and would love to care for a client’s pet if their primary sitter is unavailable. Since we have all of the client’s pet care information in our secure database it’s really not necessary for the client to meet with the alternate sitter, however; if the client feels more comfortable with having a meeting with the alternate sitter, we are more than happy to schedule a “Pre-Departure Meeting.” The cost of this meeting is $20, which covers the sitter’s time and expense for driving over to the client’s home.
Key Policy
The only client keys that we keep are for those that use our services on a continuous, weekly basis. Otherwise, the keys remain in control of the owner. We offer key lockboxes for purchase, the code to this box will be kept in our office for the pet sitter to use when accessing your home. The lockbox is to be left in a safe place outside your home. You also have the option to hide a key in a safe, easily accessible place on your property. Note: We will not be held responsible for keys that a client asks a sitter to keep on file.
Confidentiality
We recognize that your privacy is important to you and your family. We will not, at any time, either directly or indirectly, use any information for our own benefit, disclose, or communicate, in any manner, any information to any third party. I will also not divulge the dates or nature of your travel or relationship with The Pack Dog Walkers without your written permission.
Last Minute Services
Sometimes emergencies happen – our goal is to help you when you need it most, even at the last minute. However, do not assume that we have received your last minute request until you have received a confirmation via e-mail/Time to Pet. Emergency service is only provided to clients who have a key on file, in a lockbox that we have the code to, or hidden safely on their property for us to access. If we need to pick-up your key prior to service, we may require a minimum of 48 hours and will charge the key pick-up fee of $10.00.