Our Policies


Last Minute Requests

We strongly suggest a 48-hour notice for Pet Sitting, Doggy Bed and Breakfast, Pet Taxi and Home Checkup service requests, as we book up quickly and cannot guarantee availability.  

We ask for a 24-hour notice for Dog Walking and Puppy Playtime service requests. While we encourage booking in advance, we can often accommodate last minute requests. 

We understand that life happens and we will do our very best to accommodate you if something comes up last minute!

Cancellations

Pet Sitting, Doggy Bed and Breakfast, Pet Taxi and Home Checkup: If you need to cancel your service request, please provide us with a 24 hour notice for all services and we will provide a full refund and/or credit. If cancelled same day, a $25.00 fee will be assessed.

Dog Walking and Puppy Playtime: If you need to cancel your service request, please provide us with as much notice as possible. We understand illnesses occur and days off work happen, and we'll make sure to take you off our calendar if you let us know by 9 am the day of. If cancelled after 9 am the day of, we will charge for the visit as we have already allotted time on our sitter's schedule.

Holidays

We provide services on all holidays, however we encourage all of our clients to book far in advance as we book up quickly. The following holidays will include a $3.00 surcharge per walk/visit:

  • New Years Eve & New Years Day (12/31 and 1/1)
  • Martin Luther King, Jr. Day
  • Easter Weekend (Friday-Monday)
  • Memorial Day Weekend (Friday-Monday)
  • Independence Day
  • Labor Day Weekend (Friday-Monday)
  • Columbus Day
  • Thanksgiving Weekend (Thursday-Sunday)
  • Holiday Break (12/22-12/30)

There is a $20.00 surcharge for Overnight Stays on the above holidays.

By default, regular dog walks are not scheduled on holidays, but we are available if you need us!

Due to the nature of holiday bookings, we require a 7 day notice for all pet sitting cancellations. For cancellations less than 7 days before the first day of care, a $50.00 fee will be assessed. 

Payments

Payment is due at the time of service for Pet Sitting, Doggy Bed and Breakfast, Pet Taxi and Home Checkups. We will send you an invoice prior to the scheduled visits, and we expect payment before or at the time of the first visit.

Payment is due at the end of the work week for Dog Walking and Puppy Playtime. Since weeks may vary depending on your schedule, we will bill you on Tuesdays and payment is due at the end of the week if paying by cash or check, or on Wednesdays when we run all credit cards for the week. If a last minute cancellation occurs after payment, we will credit your City of Paws account for the next time you need us. 

We accept credit cards, debit cards and ACH/E-check as forms of payment. All payments are facilitated through our pet sitting management software. 

Key Pick Up/Drop Off

For all of our services except Doggy Bed and Breakfast, we require TWO (2) set of keys: one is the primary set used by our sitters to entire your home, while the second set is a backup in case of an emergency. If you cannot provide our sitter with TWO (2) sets of keys during the initial meet and greet, you may drop them off in our mailbox before the first visit. We will accept ONE (1) set of keys if there is another method of entry in addition to the keys (garage code, door code, or a lockbox). 

If you are unable to provide us with two sets of keys and are unable to drop them off at our mailbox, we will apply a $15.00 key pick up fee to your first booking.

Full List of Policies

This page displays our core policies that you should be aware of. For a full list of our policies, please request a copy of our Pet Care Agreement. You will receive the agreement in person during the meet and greet, and will also have an opportunity to review and sign the agreement when activating your account on our pet sitting management software, Time to Pet.

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