Bookings are made through emails, phone calls and text messages. All service bookings are in first come first serve base. Although we will always do our best to accommodate everyone’s needs, we recommend making your reservations on Sundays before the week starts.
Our regular service hours fall between 9am and 7pm, we will usually finish all visits during this time, unless we are behind schedule.
If there’s no medical reason to visit at a specified time, our visit will be scheduled based on travel routes and the best time to visit your fur babies. We cannot guarantee the exact time of the visit, however after our first visit, we will try to make it around the similar time. We will do our absolute best to accommodate your visit time requests, but please keep in mind, we are dealing with unpredictable furry babies and traffic.
HEALTH & SAFETY
In order for us to ensure all pets’ health and safety, we reserve the right to refuse services to any pet for any reason including but not limited to sick pet, injured pet, pet with behavior issues that might affect the health and safety of other pets or our staff.
It is your responsibility to inform us in case of any illness, and we will only provide private walks for them.
We are not accepting aggressive dogs and unruly or untrained dogs who might choke themselves on their leashes. Dogs that are not spayed or neutered can only go on private walks. All dogs must be walked on a leash with no choke chains, prong collars, or any other similar aversive training collar. We will provide leashes if needed. We will use positive reinforcement method only, including using dog treats to lead the dogs to move along, to remove them from the harm or to direct their attention. We highly recommend owners to provide their favorite treats.
We require all dogs to be current on their Rabies, Distemper, Parvovirus, Para Influenza, Hepatitis vaccinations and heart worm. We require all puppies’ and cats’ vaccinations to be up to date. Vaccinations must be administered by a licensed veterinarian at least 48 hours prior to receive our services and records of vaccinations must be provided with information of the veterinarian.
All dogs need to wear proper licensing identification, we are not liable for any fines incurred if pet is not wearing such identification.
PERMISSION FOR PHOTOGRAPHY AND ACCESS TO YOUR HOME
We may photograph or videotape any clients’ pets and use these photos and videos only for marketing and promotional purposes without any liability or obligation by the client.
Please make sure we have written permission to access your apartment if you live in a building or complex with a secured entrance. If entry to home cannot be made because of faulty keys, or keys not left at the front desk, the client needs to authorize the use of the management to open the door. The daily service fee will be in effect if for any reason we cannot enter the home after every method has been failed. Please allow a one-hour window of time for us to arrive at your home.
We will provide towels to use for cleaning dogs’ pads after each walk, cleaning time is included in the service time, but dogs are not be bathed. In the situation of extreme weather, we will shorten walks when there are strong storms with thunder and lightning. We will take them outside as long as possible and we will inform you with such a situation. Our service time will be amended accordingly to the length of the actual walk time. If it is extremely muddy, we might shorten the walks and spend a bit more time on cleaning up after walks.
PAYMENTS AND EXPENSES
We take email-transfer, cash and cheque for the time being. For regular repeating services (dog walking, puppy play-training and regular cat sitting while you are in town), we issue invoices bi-weekly or monthly. A late charge of 2% will be applied 10 days after the invoice is issued. Boarding requires a 50% deposit before the first day of the services and the remaining 50% upon pickup day. Cat sitting while you are out of town, we require a 50% deposit before your departure day, and we will issue an invoice of the remaining balance for you to pay before your arriving day.
We require minimum 48 hours for cancellation notice, cancellations inside 48 hours are subject to a credit towards future services that equals to 2-days of the booked service value, or the remaining booked visits, whichever is lesser.
Bookings over the Christmas and New Year’s season must be paid in full upon booking date, are non-refundable and cannot be used as credit towards future services.
The client is responsible to cover any expenses over and above the services in the event of pet illness/emergency veterinarian visits, obtaining food, medication, or supplies, and/or wait time related to approved emergency maintenance. Any parking fees occurred for visits are client’s responsibility, and will be added in the invoice.