Policies and Fees
Payments and Cancellations: Payment for services will be due before the start of the service. All clients must have an active card on file. Cards will automatically be charged 3 days after you receive your invoice. If you choose to use a different card than the one on file, manual payment can be made any time prior to 4:00PM on your invoice due date (the due date will be displayed in your invoice email). Weekly Wagger invoices will be emailed every Wednesday. Once-in-a-Wagger invoices will be emailed at the time of your booking request if your service is confirmed by me. Services requested with less than 3 days notice will be required to be paid immediately upon receiving your invoice. All cancellations must be made at least 3 days ahead of your scheduled service to receive a full refund. Any cancellation made with 2 days notice may receive a 50% refund. Cancellations made with less than 2 days notice may not be refunded. All bookings taking place on a holiday are subject to a surcharge of $10 per 30 minutes. This surcharge shall not exceed $50 per day. For recurring services, or "Weekly Waggers," that may fall on a holiday, cancellations must be made with 14 days notice to avoid the holiday fee. Cancellations made with less than 14 days notice will be refunded as normal, but the holiday fee cannot be returned or left unpaid. Please keep in mind that office hours are Monday-Friday 8:00am-6:00pm Saturday-Sunday 10:00am-3:00pm All cancellations made after hours or on holidays will be counted as the next day. Rescheduled services also count as canceled services. Trail Waggers Pet Care does not offer office hours on the following holidays: New Year's Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Indigenous People's Day, Veteran's Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve
Pet Safety: All new customers and pets must complete a meet and greet before any services can be accepted. All virtual meet and greets must be followed up by an in-person meet and greet. In-person meet and greets will not be scheduled until a virtual meet and greet is either in progress, or completed. All applicable pets must be up to date on their legally required vaccinations. If a pet is not up to date due to medical and/or age reasons, an exemption notice will be required from your vet in place of vaccination records (puppies under 16 weeks old will not require a vet note). All client profiles will need to remain updated. Any pet not up to date on required vaccinations will not be able to receive services, with the exception of pets who cannot receive the vaccines for medical and/or age reasons. All puppies too young to receive their rabies vaccines will not be eligible for dog walking services and will receive drop-ins only until they receive their rabies vaccine. No pets will be allowed outdoors alone without supervision. Cats and small animals will never be permitted outdoors, except with a well secured space, such as a catio. The security of their outdoor space will be to the discretion of Trail Waggers Pet Care.
Client Home Security: Along with the safety of your pets, the safety of your home is my top priority! Lock boxes are included with all in person meet and greets, and are for you to keep. If your home uses keypad entry, it is required to have a house key available in case of a keypad failure. If a locksmith is required to enter due to failure to provide a house key or faulty locks, it is the client’s responsibility to pay the locksmith fee. Services may also be reduced time or canceled in the event of not being able to enter the home. When entering and exiting homes, doors will remain locked. Doors will not be answered for anyone that I am not expecting to be there. Scheduling anyone to come to the home during my scheduled days will require permission from Trail Waggers. Trail Waggers Pet Care does not require knowledge of cameras but appreciates notice! While I don’t require you let me know, I do ask for a courtesy notice. I always provide the same great service with or without recording devices. If it is found that there is a camera in a private area such as a bathroom, services will be terminated immediately with no refund and it will be up to you or your emergency contact to find new care for your pet(s).
Sitter Safety: For safety and liability, I ask that every client makes me aware if there may be someone else visiting the home to complete services unrelated to pet care services. If hiring anyone to visit on the same day as me, such as a maid, tradesperson/handyman, etc., Trail Waggers Pet Care will not be responsible for any broken, lost/stolen items, or injuries that are not at the fault of myself. Nobody may be allowed in the home during my performed services, plus an additional 30 minute cushion before and 60 minutes after your time block, unless otherwise agreed upon, per the Trail Waggers contract. This policy includes any friends or family members who may be visiting the home. Trail Waggers Pet Care does not job share. No other pet sitters, friends, family, neighbors, etc. may be allowed to take care of your pets during my scheduled days. Services are also unable to be "split" with another sitter (ie. Another sitter takes care of Fido until Tuesday, and Trail Waggers takes care of Fido starting Wednesday for the remainder of your trip). If found that this policy has been broken, services will be cancelled immediately with no refund. If I see that someone else is in the home when I arrive, I will do what I can to contact you to confirm who they are, and that they are supposed to be there. It is possible that services may be cancelled for breach of policy. The cancellation policy will be followed for such instances excluding the case of another pet sitter being present. For health and physical safety, all clients are required to leave their homes free of any hazards before your scheduled services. Lived in homes are expected, but any home will be considered unsafe under conditions including, but not limited to, bug and/or rodent infestations, major plumbing issues, or no heat/AC in extreme temperature conditions.
To read Trail Waggers' full contract, download below: