POLICIES AND FAQ’S
We believe these policies act in the best interests of our clients and are in place to up hold the premium service we strive to provide.
The Meet & Greet
A Pet Care Specialist comes to your home so they can meet your pets, learn their routines, behaviors and ensure both parties are the right fit. You must fill out your online profile completely before the meeting so the Client Profile, Pet Profile, Service Agreement, and Cancellation Policy can be reviewed & must be signed.
If a client requires a new meet and greet prior to the start date of service (for a Pet Care Specialist to become acquainted with the pets, to learn new medical routines, key pickup, etc.) a $20 fee will be charged.
Payment is due upon receipt of invoice. If payment is not received you are not officially booked and cannot guarantee you will have a walker / sitter / groomer.
Clients scheduled for repeated Dog Walks will be charged on a weekly, bi-weekly or monthly basis depending on your preference.
All other services require full payment to secure bookings.
Cancellations & No Shows
We understand that life happens and there will be times that you will need to cancel your plans. Of course, nobody likes to pay for a service they did not use.
However, since we schedule our client’s visits so precisely and turn away other clients to give each pet their desired amount of time, care and attention, we typically cannot fill the empty slots.
To provide the absolute best care for our client’s pets, keep our team members happy & productive, and ensure our office is operating as efficiently as possible, we have implemented the following Cancellation Policy on all services.
Rates apply to cancellations including those times when a walker/sitter arrives to find that you don’t need visits, because you returned home early from your trip or that your pet isn’t present.
Credits must be used within six months of the cancellation date. No refunds are given at this time.
ALL CANCELLATION POLICIES WILL APPLY REGARDLESS OF COVID-19.
- Dog Walking & Puppy DayCare: Services can be canceled by 7 PM the night before service begins to receive a credit.
Pet Sitting & Cat Sitting: Once services are confirmed and paid in full, we dedicate our time to you. Cancellations made before the 72-hour cancellation window will be credited up to 75% for clients to use for future bookings. Early returns or late departures will not be credited / refunded.
- Overnight Pet Care: Due to the exclusive nature of Overnight Pet Care our Pet Care Specialists must decline all other requests for these same services that coincide with the dates you have booked. Once services are confirmed and payment has been collected in full (due upon receipt of invoice in order to fully book your request), we require a 1-week cancellation notice, before your overnights start, in order to receive a credit up to 50% for clients to use for future bookings, NO EXCEPTIONS. For cancellations with less than 1-weeks’ notice, the client will be charged the full amount for services booked. Early returns or late departures will not be refunded.
- Pet Grooming: Payment is due upon receipt of invoice to secure your appointment. Cancellations made before the 72-hour cancellation window will be credited up to 75% for clients to use for future bookings.
- Lateness: You have a 15-min grace period before a $20 charge will be added to your invoice. Please be on time!
- No Shows: Will be charged the full-service charge. NO EXCEPTIONS
Credits must be used within six months of the cancellation date.
Why Do We Enforce a Cancellation Policy?
Cancellation policies are put into effect to protect the customer and the business and make sure they are mutually committed to the transaction. In addition, it allows the company to adequately and efficiently schedule its staff for services.
In the world of pet sitting, sitters can only be in one home at a time, so having these policies in place is particularly important. If a client cancels without much notice, it is doubtful that we will find another appointment to fill in the slot on their schedule that the Client no longer needs. This means our staff will not get paid.
We can only attract the best Pet Care Specialists to work for WoofMeow by guaranteeing our regular staff appointments and a steady income.
App Reservations and Profile:
Our seamless app makes it easy to book requests for your pets. You must use the app to book your services and to stay in contact with your Pet Care Specialists. We do not allow personal texting / calls to our Pet Care Specialists.
This helps us keep communications clear and in one place. It is your responsibility to keep your profiles up to date; including vaccinations – this is what our Pet Care Specialists refer to, in order to care for your pets to your specifications.
In the event of an emergency, we will call you.
If you need to cancel, you must either cancel through the client portal or email.
Friends, Family & Guests Access
WoofMeow is not responsible for any damages incurred to or in your home or to your pet during any period that anyone other than WoofMeow has access to your home.
Failure to comply will result in a breach of contract, as our insurance does not permit such situations.
Holiday Cancellation fees are strictly imposed during all holidays. See below for a list.
We require a full 7 days’ notice of cancellation prior to your first holiday appointment. If we do not receive notice of cancellation within this time frame you will be charged for your entire schedule of visits. No credit / refund will given.
There is a $15 surcharge on all services that occur on the following major Holidays including:
- New Year’s Day
- Presidents’ Day
- Martin Luther King Jr. Day
- St. Patrick’s Day
- Memorial Day
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Christmas Day
WoofMeow reserves the right to assess additional fees for repeated cancellations. Repeated cancellations will have a fee of 75% of the total amount due.
ALL CANCELLATION POLICIES WILL APPLY REGARDLESS OF COVID-19.