Policies and Procedures

Download our full pet policy here.

PAYMENTS

Payment is required before service via credit card, check, or cash.

Payment shall be charged 1-3 days before the start of service for non-holiday vacation bookings, on Friday for weekly dog walking bookings, and 10 days before the start of service for any booking including a holiday. For new clients, payment is due on the day of the consultation. Prepayment is required for holiday bookings 10 days before the first day of service.

CANCELLATIONS

Holiday Cancellations - You must notify us at least 7 days before the first scheduled visit of a service in order to incur no cancellation fees. Cancellation made less than 7 days before the first scheduled visit of a service are subject to a cancellation fee of 50%. Cancellations made less than 5 days before the first scheduled visit of a service are subject to a cancellation fee of 100%.

Dog Walk Cancellations - You must notify us at least 24 hours before any scheduled visit (for service bookings not including a holiday, 7 days before a scheduled booking including a holiday). Cancellations made less than 24 hours before any scheduled visit but before 7 AM the day of the visit(s) are subject to a cancellation fee of 50% of the cost of service for that day. Same day cancellations made after 7 AM the day of are subject to a 100% cancellation fee. This policy applies to Dog Walk visits only, not Pet Sitting visits.

KEYS

We request 2 keys at the consultation so we have a backup for any emergencies that occur. All of our keys are stored in a locked safe and labelled only by the pet(s) name(s). If you would like your keys returned, we can leave them at the residence at the last visit or mail them to the Client free of charge. If you would like the keys dropped off at their residence in person, there is a $10.00 drop-off fee. There is also a $10.00 pick-up fee if we need to travel to the home to pick up keys for future services.

The Client gives Tails on Time the authority to use the services of a locksmith in the event of malfunction of the lock, keys, or automatic door opener and must reimburse us for all costs incurred.

OTHERS WITH ACCESS TO YOUR HOME

For the safety of your pets and home, no other person is permitted to care for your pets during the service period unless given express permission by Tails on Time. We shall not be held responsible for any injury to, loss of, or medical expenses for pets that have been left under our care.