Policies
Scheduling/Time Window Policy
Visits are generally scheduled within a time window rather than at an exact time:
Early Morning (6 am – 8 am)
Morning (8 am – 11 am)
Midday (11 am – 2 pm)
Late Afternoon (2 pm – 5 pm)
Evening (5 pm – 8 pm)
Late Night (8 pm – 10 pm)
Your pet’s visit may occur at any point within the scheduled window based on the day’s route and care schedule.
If timing is especially important (for example, for a young puppy, medication, meals, or another time-sensitive need) please let us know when scheduling so we can determine whether a more specific arrival time can be accommodated.
Cancellation Policy
We understand that plans change! When you need to reschedule or cancel, we appreciate as much notice as possible so we can keep schedules running smoothly for all of our clients.
As part of our flexible service, we do not charge a cancellation fee for schedule changes or cancellations made at least one hour before the beginning of your scheduled visit window. Cancellations made with less than one hour’s notice will be charged the full visit rate.
Holiday reservations are subject to our separate Holiday Booking & Cancellation Policy below.
Payment Policy
Payment timing varies based on the type of care booked:
Weekly Recurring Care: Clients with a recurring weekly schedule are billed each Friday for that week’s completed services. Payment is due by Saturday.
Occasional Care: Non-recurring visits are billed at the time of service and payment is due upon receipt.
Vacation Care: Vacation care is billed in advance and must be paid in full before the first scheduled visit.
Zelle is our preferred payment method, and we also accept Venmo and PayPal. Payments may also be made directly through the client app using a credit card or Apple Pay; a 3% processing fee applies to in-app payments.
Past-due balances may result in future or recurring services being paused until the account is brought current.
Holiday Rates
To ensure availability during high-demand periods, holiday visits are billed at a premium rate. A holiday surcharge of $10 per visit will apply for visits scheduled on the designated holidays listed below. Weekly clients will not be charged a holiday rate for their regularly scheduled visits.
New Year’s Day
Easter
Memorial Day
Independence Day (July 4th)
Labor Day
Thanksgiving Day
Day After Thanksgiving
Christmas Eve
Christmas Day
Holiday Booking & Cancellation
Holiday care is subject to availability, and advance booking is strongly encouraged.
Holiday reservations are non-refundable when canceled within 14 days of the scheduled service date. Vacation care must be paid in accordance with our Vacation Care payment policy before services begin.
Last-minute holiday requests may be accommodated when scheduling and staffing allow.
Our holiday rate helps us continue providing dependable, high-quality care while accommodating increased demand and ensuring our team is available to care for your pets during these especially busy times. We appreciate your understanding and are honored to spend the holidays with your whiskered family members!
Vacation Care Minimums
To ensure pets receive appropriate care while their owners are away, minimum visit requirements apply to vacation care.
Dogs require a minimum of three visits per day unless another responsible caregiver will also be providing care during the same period.
Cats require a minimum of one visit per day. More frequent visits may be recommended based on age, medical needs, feeding schedules, or the individual pet’s care routine.
Whiskers & Walkies may recommend or require additional visits when necessary to ensure a pet’s health, safety, and well-being.
Team Member Assignment
Whiskers & Walkies is a team-based pet care service. While we aim to provide consistency whenever possible, your visits may be completed by another trusted Whiskers & Walkies team member based on scheduling, availability, time off, illness, or other coverage needs.
All team members follow the care instructions provided in your client profile and have access to the information needed to provide consistent, reliable care. If your pet has special handling needs or does best with a specific caregiver, please let us know so we can take that into consideration when scheduling.
Home Access Policy
Please ensure that all entry instructions, keys, lockboxes, door codes, gate codes, or building access information are accurate and working at the time of your scheduled visit.
If we are unable to access your home due to a lockout, incorrect or outdated access information, unavailable keys, or building restrictions, we will attempt to contact you. If access cannot be obtained during the scheduled visit window, the visit will be billed in full.
Inclement Weather Policy
The safety and comfort of your pet always come first. Walks will proceed in normal weather conditions such as rain or light snow.
In the event of severe or unsafe weather, including extreme temperatures, lightning, heavy storms, or icy conditions, visits may be modified to include a shorter walk or potty break followed by indoor enrichment and care. This allows us to make sure your pet still receives their scheduled visit while keeping everyone safe.
If you would prefer that we shorten or modify a scheduled walk due to weather, just let us know!
Pet Behavior & Safety
For the safety of your pets, our team, and others, pets must be safely manageable during scheduled care.
Please disclose any known history of aggression, biting, reactivity, escape behavior, or other safety concerns before services begin. Whiskers & Walkies reserves the right to modify, decline, or discontinue services if a safety concern arises at any time.
Veterinary Emergency Care
If a pet becomes sick or injured while in our care, we will make every reasonable effort to contact you immediately.
If you are unavailable and we believe prompt medical attention is necessary, you authorize Whiskers & Walkies to seek veterinary care from your preferred veterinarian, an emergency veterinary facility, or the nearest available clinic.
Any veterinary care, transportation, treatment, or related expenses incurred are the responsibility of the pet owner.
Liability
Whiskers & Walkies takes reasonable precautions to protect the safety and well-being of every pet in our care. However, some circumstances (including unexpected illness, injury, pet behavior, environmental hazards, or events outside our reasonable control) cannot always be prevented.
Clients are responsible for disclosing relevant behavioral, medical, and safety information about their pets and assume responsibility for damage or injury caused by their pet to people, property, or other animals.