HOLIDAYS
Observed Holidays – New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day
Dog Walking Holidays:
The Wag Staff is closed for regular dog walking assignments on holidays.
Daily Visit & Cat Care Holiday Surcharge:
A $10 per visit surcharge is applied on a holiday.
Overnight Care Holiday Surcharge:
A $20 per night and $10 per mid day visit surcharge is applied on a holiday.
PAYMENT
All payments MUST be received before or on service start date. A $10 fee will be applied if we are required to make a separate trip to pick up payment.
Forms of Payment: The Wag Staff accepts all major credit cards, bank transfers, check and cash. There is a $30 fee for any returned checks.
Late Payments: A $20 fee will be added to payments received after service start date every 15 days until payment is received.
Payment for Overnight Care: Trips booked for 7 nights or more OR booked over any observed holiday (also including Spring Break) will require a 50% deposit which is refundable ONLY with a 30 day cancellation notice The remainder must be received before or on service start date. For new clients booking overnight care were require half down (non-refundable) at time of your consult to secure your service dates and times. The other half must be received before or on service start date.
Payment for Dog Walking, Daily Visits & Cat Care: Payment for dog walking, daily care visits and cat care must be received before or on service start date. Payment for dog walking packages are required by the first day of service for that package.
CONFIRMATIONS & CANCELLATIONS
Service Confirmation: We will make a confirmation text or email no less than two (2) days before each service contract starts. (Please note on the Membership Form your preference on how to contact you). Please make sure to respond to our service confirmation to ensure your pet’s needs are carried out as intended.
Cancellation Policy: Cancellations for all services other than overnights must be received by 5 PM the business day prior to scheduled service, otherwise full fees apply. Overnight Care cancellations that are not booked over an observed holiday or spring break require a minimum of 72 hours notice prior to the first day of scheduled services otherwise full fees apply. Because we have limited availability for overnight care and may have to turn other clients away we do not refund or credit for early returns.
HAZARDOUS CONDITIONS
Inclement Weather/Natural Disaster: If the federal government or public schools in your district are closed due to inclement weather, you can call/txt/email us by 9:00 AM the day of the visit to cancel the walk or daily visit without charge. The Wag Staff will make all reasonable attempts to drive safely to your home and care for your pets as soon as possible in inclement weather. However, we strongly recommend that you give a house key to a trustworthy neighbor in case roads are closed, dangerous or impassable due to ice, snow, floods, etc. The Wag Staff reserves the right to cancel visits if staff are unable to safely reach your home. The service schedule may be changed, interrupted, altered or cancelled due
to circumstances.
HOME ENTRY
Key Policy: We require a minimum of ONE working key for all clients homes. No keys will be accepted under the doormat, hidden on premises, mailed by regular mail, or locked in home on last visit. Garage door openers and codes are accepted in addition to, but not in lieu of keys. Please consider letting us retain your house keys if you are a regular client. Keys are kept in a secured lock system and are coded for client confidentially. Any keys kept on file with The Wag Staff will have a duplicate copy made for emergency purposes. Keys on file ensure access to your pets despite power outages and frozen lock boxes.
GENERAL POLICIES
Initial Consultation is Free: We provide a free initial consultation visit where we become familiar with your home and your pets. Here we learn their routine and make sure they are comfortable with us. We also review our contract and policies with you, answer any questions, receive payment, and the keys to your home. The initial consultation acts as an interview for all parties included to ensure we are a good fit for each other. Estimated duration of visit is
30-45 minutes. Any follow-up or additional consultations requested by the client will be charged a $20 fee.