In order to provide the best service possible we have established the following policies:
Payment
Payment for walking or sitting services is due at the time of booking. Please do not leave your payment for the sitter to pick up. You can pay your invoice online with a credit card.
PLEASE NOTE: Pet Sitting Policy — We require at least one visit per day for cats. We cannot provide care that is every “other” day for the health and safety of your pet. A minimum of three visits per day (8-9 am, a midday and a 7-8 pm) are required for the comfort of your pet. There are no exceptions to this policy.
Cancellations:
If you cancel with more than 24 hours notice from the earlier part of your arrival time frame, then we will be happy to credit the walk(s). Walks canceled with less than 24 hours notice will not be refunded or credited. Cancellations for Saturday and/or Sunday need to be received before our office closes for the weekend on Fridays at 5 pm. Cancellations for Mondays will need to be received before our office closes for the weekend on Fridays at 5 pm otherwise it will be received Monday morning and treated as a same day cancellation.
If client is on a monthly program, cancellations must be confirmed by 9 am on day of visit to receive a credit on your account toward the next month. When cancelling from a monthly program client must give 2 weeks notice.
Monthly regularly scheduled walks do not occur on Federal holidays. If you still require your regular visit on these holidays, please let us know in advance so we can add you to the schedule.
Holiday Cancellations:
All Holiday (see list below) reservations must be paid in full at booking. Cancellations 7 days prior to the first visit are entitled to a 50% TOP TAILS® credit for entire schedule and will be given a credit that can be used towards future visits. Cancellations less than one week notice are non-refundable and will not receive a TOP TAILS credit.
We cannot resell time that has been expressly held and reserved for you. To avoid the non-refundable fee, please contact TOP TAILS® Dog Walking with more than 24 hours notice (or 7 days if it’s a Holiday reservation) if you need to reschedule an appointment.
Holiday Supplemental Charge:
$20.00 each day listed:
- New Year’s (Mon, 12/31/20 – Wed, 1/1/21)
- Easter (Fri-Sun)
- Memorial Day (Fri-Mon)
- Independence Day (7/2-7/5/21)
- Labor Day (Fri-Mon)
- Thanksgiving (Wed-Sun)
- Christmas (12/20 – 12/30/21)
Last Minute / Emergency Pet Care requests:
We request a minimum of 48 hours notice for weekdays and 4 days notice for weekend reservation requests. Please add $15.00 plus your regular service fee for any service requests that we receive the day before or the day of a pet care visit is needed. Any requests by voicemail or email after 5 pm will be processed the next business day and be subject to the $20.00 last minute request fee if applicable. This fee applies even if it is not necessary for us to be at your home for the full length of a regular pet visit. Availability is not guaranteed, but we will try very hard to accommodate you.
Lockbox / Key Policy:
Lockbox / Key Policy: We maintain a lockbox system with our clients. You may purchase this from your local hardware store or Amazon. Please hang it on a doorknob or a nearby railing. We must have your lockbox code information on file for easy entry.
If a garage code is offered to gain entry to your home, it is the clients responsibility for any missed visits due to malfunction, battery or power outage.
* All dogs and cats should be housebroken, non-aggressive and up-to-date on all vaccinations and on a monthly flea/tick treatment.
Rates are subject to change at anytime.
