Our Policies


Scheduling & Last Minute Requests

For Pet Sitting and Overnight Stay services, we strongly suggest a minimum 72-hour notice as our schedule tends to book up especially around holidays. Please request any dates and times you’ll need our help via the Time to Pet app.

For Dog Walking and Puppy Care services, we ask that you please request services via Time to Pet no later than Sunday evening before the workweek, if your pet is not on a recurring schedule. We will try our best to accommodate last minute requests once the week has begun, however our schedule books up each Sunday and we cannot guarantee we will be available around your desired time if booked late.

All same day requests will be subject to a $10 fee, with the exception of Dog Walking/Puppy Care requests that are received prior to 9AM. If received after 9am the day of, the full fee will apply.

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

 

Cancellations

Pet Sitting, Overnight Stay, 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. Our holiday cancellation policy is below.

For early returns home, we cannot provide a refund for unused visits. Please understand that we set aside time for each visit, and we may have turned down other booking requests to accommodate your pet's visits. 

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 your pet 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. 

If we arrive at your home and someone is home and we are turned away from completing the visit, the full visit rate will be applied. This policy applies to all services. 

 

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 $5.00 fee per walk/visit:

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

There is a $20.00 fee 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

We accept credit and debit cards as forms of payment. All payments are facilitated through our pet sitting management software, Time to Pet. 

Payment is due at the time of service for Pet Sitting, Overnight Stay, 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 Care. Since weeks may vary depending on your schedule, we will bill you on Tuesdays and payment is due 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. 

 

Key Pick Up/Drop Off

For Dog Walking clients, we require TWO (2) set of keys: one key is the primary set used by your sitter to enter your home, while the second set is a backup that remains in a locked safe at our office. If you cannot provide us with TWO (2) sets of keys during the initial meet and greet, you may drop them off in our mailbox before the first visit or we can pick them up for $15.00.

For Pet Sitting clients, we utilize lockboxes. You can purchase a lockbox from us for $20.00 (yours to keep) or you may provide your own. Your key will be placed in the lockbox and the lockbox will be left on/near the door we’ll be using to enter your home. Each visit the sitter will use your key and then return it to the box when leaving. We ask that your emergency contact(s) also hold a key, in case there is a malfunction with the lockbox or set of keys. Pet Sitting clients that live in apartments or condos are exempted from using lockboxes and we will instead require 2 sets of keys to hold onto.

If not using 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.