Policies and Procedures | Move Your Doggie

Policies & Procedures

Rates & Fees

All of our rates and fees can be found on the Our Services page of the website. Please note that the rates and fees posted DO NOT include H.S.T.

Payment

We accept Interac email money transfers only at this time. Payment is to be made to [email protected]. Payments are not to be made directly to the walkers/sitters.

Payment Process

For dog walks and pet sitting services (drop-in visits and puppy potty breaks) payment must be received no later than 48 hours before the start of service. For overnight pet sitting assignments, a fifty percent deposit is required within 24 hours of the initial meet-and-greet session. The remainder will be due no later than 72 hours prior to the departure date.

Refunds

We do not do refunds. However, if an appointment is canceled within the prescribed time frame as stated in the Pet Sitting agreement and the Dog Walking agreement, you will receive a credit on your account, which will be applied to your next invoice.

Business Hours

Although we provide our services on a 24 hour basis we do have business hours in which the phone will be answered, phone and email messages responded to, and customer inquiries or service issues will be dealt with. Our business hours are Monday to Friday, 9 a.m. to 7 p.m. Weekends and holidays, 11 a.m. to 5 p.m. If you call and get the answering machine please leave a message and I will be sure to call you back as soon as possible.

Appointments

All daytime appointments are to be booked through the online booking system. The walkers/sitters are not to be contacted directly.

We require minimum 48 hours’ notice to book your appointments. Appointments booked through the booking system within 48 hours of the desired time will be rejected. We need sufficient time to approve appointments and schedule our walkers.

Service requests will be processed Monday through Friday 9 a.m. to 9 p.m.

Any requests for service that come in after 9 p.m. on Friday will be processed the following Monday morning.

For short notice bookings (less than 48 hours) please send an email to [email protected]. We will do our best to accommodate. Please be reminded that short notice bookings will be subject to a $10 + H.S.T. booking fee, which will be added to your invoice.

Cancellations

Cancellations for day appointments can be done online. We require at least 24 hours notice for day time visits. Cancellations for overnight are to be done through Judy via phone or email. We require at least 72 hours notice for overnight pet sitting.

Visit Times

We will arrive at your house as close as possible to the scheduled time. Please allow for circumstances that may cause us to arrive a few minutes earlier or later such as traffic, road conditions, inclement weather, last minute appointments, and cancellations.

Family & Friends Access

We ensure the safety of and minimize risk to our walkers/sitters. No one will have access to your home during our expected visit. If there will be family or friends in your home when we arrive for the scheduled visit please let us know well in advance. Anyone who shows up unannounced will not be given access to your home. Likewise, if we arrive for our scheduled visit and find someone unexpected in your home we will not enter.

Meet & Greets

A Meet & Greet gives us an opportunity to meet you, your family and your pet(s). This is when we will have a discussion to determine what service best suits your pet’s needs and conduct an assessment. A complimentary meet & greet session is scheduled for an hour. If you wish to have a second meet & greet there will be a fee of $20.

Keys

Our walkers/sitters need to be provided with access to your home, whether it be for daily visits or overnight pet sitting. If you have keyless entry to your home, great! However, these wonderful devices can sometimes fail. We will still need a key on hand as back-up in case this happens. It is recommended that your walker/sitter has one and that we have another one kept on file in a safe location. WE DO NOT recommend leaving a key outside your home in a location where you think is secure. It is not safe for your pet(s) inside the home, and it is not safe for our sitters arriving at your home.

A key lock box attached to your door is a good option. If you do not wish to have this hanging on your front door, you can always attach it to your side or rear door as long as we can access it. Lockboxes can be purchased many places such as Amazon and Lowes.

For pet sitting assignments, if you do not have a lock box we will need to be able to pick-up a key somewhere at the start of our stay/visit and be able to drop it off somewhere at the end of our stay/visit. This can be a neighbour’s house, not a “secure” spot outside your home. If you require us to come and pick up a key prior to our stay/visit and drop off the key after our stay/visit there will be a $20 key pick-up fee and a $20 key drop-off fee added to your invoice.

Safe Access

Please ensure that we have safe access to your home. For example, ensure that driveways and walkways have been shoveled and salted in the winter. If you are undergoing renovations ensure that there are no hazards such as tools, electrical wires, materials, etc. obstructing safe access to your house.

Confidentiality

We respect your privacy and will never share your information with any third party. Nor will we send you unsolicited email. If you opt in to have your name and email address added to our mailing list, then we will send you emails and or newsletters relating to our services, updates, special offers, etc. You may opt out of receiving future mailings from our mailing list at any time.