Question 1

Do I need to set up a regular schedule?

Accepted Answer

Establishing a regular schedule for your dog is recommended. This helps us allocate our walkers and ensures everyone gets walked within their desired time frames.   That said, we are happy to accommodate clients with occasional dog walking needs based on availability. The 'Time to Pet' client portal and App makes it easy request walks, and we can be there when you need us.

Question 2

Do we need to do a 'Meet & Greet'?

Accepted Answer

Yes.
In order to provide this excellent care, we need to learn more about your pet. Our first meeting, also known as a “Meet and Greet”, allows us to ask questions about your pet’s unique needs and schedule. The 'Time to Pet' portal will allow you to submit this information, but you are welcome to bring up additional notes on your pet’s care. As these questions are answered, we will gain a better understanding of how to meet those needs and all the information you share so that we can provide exceptional service.

Question 3

What's your cancellation policy?

Accepted Answer

Cancellation Policy:
7 or More Days Notice:
Full refund will be provided if the cancellation is received at least 7 days before the scheduled sitting. For example, if your sitting is scheduled to begin at 12 PM on Friday, the cancellation must be received no later than 12 PM the previous Friday for a full refund.

4 to 6 Days Notice:
50% will be refunded, and the remaining 50% deposit will be applied to your Time to Pet account if the cancellation is received 4-6 days before the scheduled sitting. For example, if your sitting is scheduled to begin at 12 PM on Friday, the cancellation must be received no later than 12 PM on Monday of the same week.

1+ to 3 Days Notice:
50% will be refunded, 25% of the deposit will be applied to your Time to Pet account, and the remaining 25% of your deposit will be forfeited if the cancellation is received 2-3 days before the scheduled sitting. For example, if your sitting is scheduled to begin at 12 PM on Friday, the cancellation must be received no later than 12 PM on Wednesday of the same week.

24 Hours or Less Notice:
No refund will be provided for cancellations received with 24 hours or less notice. The entire 50% deposit will be forfeited. However, the remaining 50% of your balance will be applied to your Time to Pet account as a credit for future services. For example, if the sitting is scheduled to begin at 12 PM on Friday, cancellations received after 12 PM on Thursday will not receive a refund for all or any part of the sitting.

Additional Notes:
Clients served on a weekly basis are exempt from these terms.
If the scheduled sitting is canceled, your refund will be returned as outlined in the terms above.
If the client ends the sitting early for any reason, the remaining unused sitting days/nights are non-refundable. A partial credit for the unused portion may be applied to your Time to Pet account, providing flexibility for future services.
Client credit will expire 12/31 of the same year.

Emergency Exceptions:
In cases of emergency or unforeseen circumstances, such as weather conditions, Wagon Tails Pet Care will handle cancellations on a case-by-case basis. Clients are encouraged to contact us directly through the Time to Pet Client portal to discuss any exceptional circumstances.

Question 4

What's your payment policy?

Accepted Answer

Pet Sitting Payment Policy

Booking Confirmation and Deposit:
A 50% deposit is required to confirm and secure pet sitting services.
The deposit is due seven days prior to the first scheduled visit.

Remaining Balance:
The remaining 50% of the payment is due one day after the last scheduled pet sitting visit.

Late Payments:
Late payments may be subject to a late fee. Clients experiencing difficulties with payment are encouraged to contact Wagon Tails Pet Care in advance to discuss alternative arrangements.

Dog Walking Payment Policy

Payment Schedule:
Payment for dog walking services is due the day after the last walk of the week.

Late Payments:
Late payments may be subject to a late fee. Clients experiencing difficulties with payment are encouraged to contact Wagon Tails Pet Care to discuss alternative arrangements.

Refund Policy:
Refunds, as per the outlined cancellation policy, will be processed directly to the card used for payment.

Question 5

Do you need keys to my house?

Accepted Answer

Yes, we understand that providing access to your home is a significant consideration. While clients have the option to provide us with a door entry code for their garage, we highly recommend leaving a key as a backup solution. This ensures that we can still access your home in case of any unforeseen circumstances such as a dead battery in the garage door opener or connectivity issues.

For added security and peace of mind, we offer the option to request a key lockbox for a one-time fee of $20. This lockbox provides a secure storage solution for your spare key and allows our team members access to your home only when necessary. If you prefer this option, please let us know, and we'll be happy to arrange it for you. Your safety and the security of your home are our top priorities.

Frequently asked questions

Do I need to set up a regular schedule?

Do we need to do a 'Meet & Greet'?

What's your cancellation policy?

What's your payment policy?

Do you need keys to my house?