Time Blocks
All visits and services must be scheduled to fall within the window of our designated time blocks. Exact appointments cannot be made. Choose from the following:
Morning: 7-9am
Late Morning: 9-11am
Midday: 11am-2pm
Afternoon: 2-4pm
Late Afternoon: 4-6pm
Evening: 6-8pm
Late Evening: 8-10pm
Overnight: 9pm to 6am
Extended Overnight: 6pm to 6am
Home Access Information
Access must be available at each residence via door code, garage code, lock box, or securely hidden key. We do not keep keys on file. We do not accept access methods that are app only.
Payment Policy
All clients must place a credit card on file to reserve services, regardless of future payment method.
Dog Walking (clients on a regular schedule ONLY)
Invoices are sent out once per month via email, on or around the 1st of the month for the previous month’s services. Payment is due by the 15th. You can choose to mail a check or pay with by credit card or Venmo. A 5% processing fee will be applied to all credit card payments. If payment is not received by the 15th of each month, a late fee of $25 per week will be applied to your account.
Pet Sitting
Payment must be received before the start of services. If we do not receive payment before we are scheduled to begin service, we hold the right to cancel your reservation to make accommodations for other paying clients. If you are placing a last minute reservation (within 2 days of service or within 7 days of a holiday or overnight), we require placing immediate payment on your account via credit card. Please do not leave payment for your sitter to pick up. Any reservation that involves a holiday or holiday weekend, or an overnight stay any time of year, must be paid by 7 days prior to the start of service.
Last Minute and Emergency Services
We require at least 2 days’ notice for clients to request a visit, and one week for services that include a holiday or overnight stay. You must let us know by 5pm two days prior to requested services (seven days notice before a holiday), or a last minute fee of $5 will be applied to each last minute visit ($10 extra per last minute overnight stay). If you book after 5pm the day before service, or on the same day of service, this is considered an Emergency Visit, and there will be an Emergency Fee of $10 per visit applied to your order ($20 extra per overnight stay). Emergency and last minute visits will likely be brief. Holiday visits that are scheduled less than seven days in advance of the holiday or holiday weekend will be charged at the Emergency Rate of double the regular cost of the visit.
For Overnight Stays, we require 7 days’ notice to make a reservation for a non holiday, and 14 days’ notice to make a reservation for holidays or holiday weekends. Last Minute or Emergency Fees may apply if we can accommodate your request with less than the required notice.
Visit requests can only be received via telephone, email to info@petcaregroup.com, or by using the service request form found here. Scheduling is not accepted via text or through your sitter or a note left at the house.
$5 Last Minute Fee ($10 extra per Last Minute Overnight Stay)
$10 Emergency Fee ($20 extra per Emergency Overnight Stay)
Cancellation Policy
Midday Dog Walking / Let Outs
To cancel a scheduled mid-day dog walk, please call or email the office before 5pm on the day prior to scheduled service. If you cancel before 5pm, no cancellation fee is charged. If you call or email after 5pm, or if you do not notify the office and your sitter arrives at your home for your scheduled service, you are charged in full for the visit or visits for that day. Please do not call between 9pm and 7am. If you forget, we will unleash our rabid ninja kittens to bite your ankles.
Pet Sitting
A 2 day (7 days for reservations that include a holiday or overnight stay) notice is required and appreciated to cancel a scheduled reservation. Please note that you must let us know of the cancellation by 5pm two days prior to scheduled services (7 days for reservations that include a holiday or overnight stay) to avoid cancellation fees. Any notice less than this will be subject to the following Cancellation Policy:
If you cancel your reservation more than 2 days (7 days for reservations that include a holiday or overnight stay, 14 days for reservations that include a holiday or holiday weekend overnight visit) before your scheduled services, your account will be credited for the full amount paid for services. Refunds are not given at any time, but you will receive a credit for future services. Your credit will be confirmed via email.
If you cancel your reservation less than 2 days (7 days for an overnight stay, 7 days for non-overnight reservations that include a holiday, or 14 days for any overnight reservation that includes a holiday) before your scheduled services, your account will be charged in full for the reservation. No refunds or credits will be given.
Day of Service
Any visits canceled on the day of service, or after 5pm the day before, will not receive credit and you will be charged in full for that day’s services.
Holidays
Cancellations for holiday service must be received 14 days prior to the holiday. No refunds or credits will be given if services are cancelled less than 14 days before the holiday. Holiday Cancellation requests must be made via email to info@petcaregroup.com.
Other
If you are home during a scheduled visit and neglect or forget to cancel and your sitter arrives at your home, the full price of the service will be charged. Any visits canceled on the day of service will be charged in full. If you cancel any part of your scheduled reservation, such as ending the reservation early, you are responsible for the entire initial reservation fee. No refunds or credits will be issued.
