Important Policies

Time Blocks

All visits and services must be scheduled to fall within the window of our designated time blocks. Exact appointments cannot be made. Choose from the following:

Early AM: 6-7am
Morning: 7-9am
Late Morning: 9-11am
Midday: 11am-2pm
Afternoon: 2-4pm
Late Afternoon: 4-6pm
Evening: 6-8pm
Late Evening: 8-10pm
Overnight: 9pm to 6am
Extended Overnight: 6pm to 6am

Payment Policy

All clients must place a credit card on file to reserve services, regardless of future payment method.

Dog Walking: Invoices are sent out once per month via email, on the 1st of the month for the previous month’s services. Payment is due by the 15th. You can choose to mail a check or pay with by credit card through PayPal or over the phone. A 5% processing fee will be applied to all credit card payments. If payment is not received by the 15th of each month by either check or credit card, a late fee of $25 per week will be applied to your account.

Pet Sitting: Payment is due when your request for services is confirmed by the office. You can choose to mail a check  or pay by credit card. A 5% processing fee will be applied to all credit card payments. Payment is due within 7 days of your confirmation, and must be received before the start of services. If we do not receive payment within 7 days, we hold the right to cancel your reservation to make accommodations for other paying clients. If you are placing a last minute reservation (within 2 days of service or within 7 days of a holiday), we require placing immediate payment on your account via credit card. Please do not leave payment for your sitter to pick up.

Last Minute Services

We require at least 2 days’ notice for clients to request a visit, and one week for services that include a holiday. You must let us know by 9pm two days prior to requested services (seven days notice before a holiday), or a last minute fee of $5 will be applied to each last minute visit. If you book after 9pm the day before service, or on the same day of service, this is considered an Emergency visit, and there will be an Emergency Fee of $10 per visit applied to your order.

Visit requests can only be received via telephone, email to info@petcaregroup.com, or by using the service request form found here. Scheduling is not accepted via text or through your sitter or a note left at the house.

$5 Last Minute Fee ($10 extra per Last Minute Overnight Stay)
$10 Emergency Fee ($20 extra per Emergency Overnight Stay)

Cancellation Policy

Dog Walking: To cancel a scheduled mid-day dog walk, please call or email the office before 9:00pm on the day prior to scheduled service. If you cancel before 9:00pm, no cancellation fee is charged. If you call or email after 9:00pm, or if you do not notify the office and your sitter arrives at your home for your scheduled service, you are charged in full for the visit or visits for that day. Please do not call between 9pm and 7am. If you forget, we will unleash our rabid ninja kittens to bite your ankles.

Pet Sitting: A 2 day (7 days for reservations that include a holiday) notice is required and appreciated to cancel a scheduled reservation. Please note that you must let us know of the cancellation by 9pm two days prior to scheduled services (7 days for reservations that include a holiday) to avoid cancellation fees. Any notice less than this will be subject to the following Cancellation Policy:

If you cancel your reservation more than 2 days (7 days for reservations that include a holiday) before your scheduled services, your account will be credited for the full amount paid for services. Refunds are not given at any time, but you will receive a credit for future services. Your credit will be confirmed via email.

If you cancel your reservation less than 2 days (7 days for reservations that include a holiday) before your scheduled services, your account will be charged with 25% of the reservation fee. The remaining balance paid will be applied as a credit to your account. Refunds are not given at any time, but you will receive a credit for future services. Any services canceled on the day of service, or after 9pm the day before, will not receive credit and you will be charged in full for that day’s services. No credit or refund will be given on holiday visits canceled within 7 days of the reservation. Cancellation requests must be made by phone, or by email to info@petcaregroup.com. Schedule changes will not be accepted via text, through your sitter, or by a note left at your home.

If you are home during a scheduled visit and neglect or forget to cancel and your sitter arrives at your home, the full price of the service will be charged. Any visits canceled on the day of service will be charged in full. If you cancel any part of your scheduled reservation, such as ending the reservation early, you are responsible for the entire initial reservation fee. No refunds or credits will be issued.