FAQ and Policies

Are you insured?
Yes! We are a professional company and carry liability, bonding, and worker’s compensation insurances that extend to all members of our team. We are happy to provide proof at your request!
Are you available on weekends and evenings?
Yes! We are available 365 days a year! Our evening and weekend spots fill up quickly, so we recommend booking well in advance. Evenings and weekends are subject to a $10 additional service fee which covers our evening and weekend emergency support team.
How will you access my home?

We do not take keys or fobs into our possession, and encourage clients to purchase a lockbox for their home. You can select any lockbox that fits your needs and change the combination at any time you want. For your convenience, we can provide a basic lockbox for you to buy at cost during your New Client Meeting.

If a lockbox does not work for your home, a garage door code or key pad access is also acceptable. When using a garage door code, please change batteries regularly, as we will not be able to gain access and care for your pet if the batteries are dead.

When will you visit my pet?
We will arrive during your designated 3 hour time window (or 1 hour time window if you have a puppy under 6 months). Should your pet need a narrower arrival window, we offer a VIP 1 hour window for an additional $5/visit. If there is an unexpected issue that will cause us to exceed your window, we will contact you to let you know we are running late.
How will I know someone cared for my pet?
We’re glad you asked – This is the best part of our clients’ day! At the end of every visit, you will receive an immediate email and notification via our app that includes a detailed message from your walker and photos from the visit so you know how your pet’s day is going!
Who will care for my pet?

Our team is comprised of pet-loving, client service-oriented professionals who have been certified in Pet First Aid and CPR, undergone a background check, and have made it through our 7-stage hiring gauntlet. We hire less than 1% of applicants to join our elite team, so you can rest assured that they are the best of the best.

We have teams of walkers and caregivers for each area, and your pet may have one or two usual walkers as well as a back-up walker so that we can provide consistent care one of your usual walkers has an illness or planned time off. All staff members caring for your pet are individually trained on your pet’s needs.

What happens if my scheduled walker cannot make it?
Because we work as a professional team, we always have emergency coverage in the event that a staff member is out sick or has planned time off. In the unlikely case of an emergency en-route to your home, our team will step in to ensure that service is not interrupted.
How much notice do you need to book services?

We highly recommend establishing a regular walking schedule and to book your walks in advance to establish consistency for your dog and to make sure you receive your desired window. Regular schedules also help us plan so that we can make sure that our clients get the most out of every visit.

For clients who have an irregular schedule, we ask for booking requests no later than the end of day Wednesday secure a spot on the following week’s schedule.

We will always do our best to accommodate last minute requests, but please note that if you submit your request after Wednesday, it is first come first serve and subject to staff availability.

How much notice should I give to cancel services?
Please let us know as far in advance as you can if you need to cancel a service so that we have the opportunity to reschedule your walker for other services. If you let us know with less than 24 hours notice from the beginning of your walk window, you will be charged for the visit in full.
What payment methods do you accept?
We accept all major credit cards and require an up-to-date card on file. We do not accept checks or cash.
Do you have references?
Yes! Please check out our 5-star reviews on Google, Facebook, and Yelp! If you would like additional references, we are happy to supply those.
How do I get started?

Get started by clicking here! You will be directed to fill out our Schedule Now form and will be contacted by a member of our office team to set up your New Client Meeting.

Policies

New Client Meeting

The New Client Meeting is a complimentary meeting that takes place in your home with a member of our management team so that we can meet you and your pet and learn your about your pet’s routine. You must fill out your online profile completely (including up to date credit card) and service agreement paperwork that we send via HelloSign before the meeting so that we can go over any questions during the meeting. Please expect the New Client Meeting to take 20-30 minutes. 

If a client requires a second meeting or would like to meet an additional member of our team, we charge $25 for any additional meetings.

Payment Policy

All clients must keep an up-to-date credit card on file for payment processing. Should the credit card on file expire or decline, the client will be charged a $10.00 fee. Clients on our monthly membership will be charged on the first of the month for the month ahead. Clients who are scheduled for a regular recurring schedule or who book week to week will be charged on Mondays for the week ahead Monday-Sunday. All other services will be charged in full at the time of booking.

Late Payment

Late payment may result in immediately cancelled and discontinued services. Any outstanding balance is subject to a 20% late fee on the accrued outstanding balance every 30 days. Any balance outstanding after 90 days will be turned over to a collection agency or suit filed in Small Claims Court. All accrued late fees, collection fees and/or court filing fees will be added to the outstanding balance and are to be paid by client.

Refunds

Rochester Dog Walkers does not issue refunds of any kind. If you cancel services after making full payment, you will receive a credit to your account minus any applicable cancellation fees. Exceptions may be made due to extenuating circumstances. Account credits expire after one year of non-use.

Extreme Weather

The team at Rochester Dog Walkers does our very best to ensure pet care is provided in all weather but our staff’s safety is very important to us. For this reason, we encourage all clients to keep an emergency contact on file who is close enough to get to your home in the event that roads are impassable, such as a neighbor. We have only cancelled non-essential services two times in eight years for the safety of our staff during severe and dangerous snow storms. 

If you would like to cancel your visit due to weather, please submit your request 24 hours in advance to avoid cancellation fees. Our staff is prepared to walk in all weather, and if you do not want your pet out in the rain or the snow, we will spend time playing or snuggling with them indoors. If it is below 20 degrees or above 90 degrees, we may take the pet for a brief potty break and then spend the remainder playing inside for their safety.

The client is responsible for removal of all snow and ice to allow safe access to the home. Please ensure driveway, sidewalks, and paths are cleared of snow and ice so we can enter your home.

Lockbox

The client is the sole owner of the lockbox and is responsible for regularly changing the lockbox code and updating the household profile with the new code. The client is responsible for ensuring that the key is in the lockbox and the lockbox is placed in the agreed upon spot before each scheduled visit. If we arrive and the lockbox is not in the location, we will call you to notify you and troubleshoot other possible entry to the home. If we are not able to gain access to the home, we will leave and you will still be charged for the visit. If you are out of town and have forgotten to leave your lockbox out, we will contact your emergency contact and lastly, a locksmith. You will be responsible for any locksmith charges. 

We will not be responsible for anyone that you have given access to outside of our company during the duration of our contracted time. We request and strongly recommend changing it before and after pet sitting services to avoid any question of liability should someone else enter your home (i.e. a neighbor, friend or family member) while we are caring for your home/pet(s).

Vacation Pet Sitting Requirements

For dogs, we recommend at least 3 visits per day for dogs while you are away, but must visit at least twice/day, with no more than 12 hours between visits.

For cats, a minimum of 1 visit per day is required.

Job Sharing

To ensure the safety of your pets and home, no other person should have access to the home while you are away during the pet sit service period. No other person is permitted to care for your pets during the service period in order to avoid missed/doubled feedings or medications, pets escaping, etc. Failure to comply will result in a breach of contract, as our insurance does not permit such situations.

Cancellation Policies

We implement a cancellation policy for the benefit of our employees, as when cancellations are made with advance notice, they can be assigned other visits or make other plans. 

You must submit your cancellation request 24 hours before the beginning of your visit window for any service or it will be charged in full.

Holidays

We are available for dog walks and pet sits 365 days a year, including on all holidays. 

We perform regularly scheduled recurring services on all major holidays except Thanksgiving Day and Christmas Day, so please remember to cancel your recurring services if you do not want care on holidays.

We charge holiday pricing on the following holidays: 

New Year’s Day

Easter Saturday and Sunday

Memorial Day and preceding weekend

Independence Day

Labor Day and preceding weekend

Thanksgiving Day, Black Friday, and following weekend

Christmas Eve and Christmas Day

New Year’s Eve

Holiday pricing is an additional $15/day.

Vaccination Policy

We require all pets to have up to date, age appropriate vaccinations. Please make sure your pet’s most recent vaccination date is up to date in the portal.

Invisible Fence / Unsupervised Outdoor Access

Fenced in yards are wonderful play spaces for pets, however, no fence system is totally secure for your pet’s safety. Rochester Dog Walkers does not accept responsibility or liability for any customer’s pets that escape, are injured or become lost, fatal or otherwise, when pets are left out or given access to a fenced in area. This includes electronic, wood, metal, or any other fence type.

During our visit, all pets must be securely leashed or in a fully enclosed, fenced back yard while outdoors. We are not able to walk dogs off leash or allow dogs off leash in an invisibly fenced back yard.

If a pet is allowed to have unsupervised access to the outdoors between visits, Rochester Dog Walkers will not be responsible for any injury, loss, or death of your pet as a result. 

The client is responsible for maintaining the safety and security of their own fenced yard, and Rochester Dog Walkers will not be responsible for any injury, loss, or death as a result of insecure or faulty fencing.

Satisfaction Guarantee

If you are not completely satisfied with our service, please let us know immediately so we can address the issue and remedy the situation.

Tipping

If you had a great experience and would like to tip your dog walker or pet sitter, that is accepted and appreciated. You are welcome to leave cash in an envelope with the staff member’s name on it, or add a tip to your invoice in the Time to Pet Portal. Tips added to your invoice will be distributed proportionally among the staff members who have performed your most recent services.

Privacy Policy

We will not share your personal information with third party vendors for any purpose. We collect your name, address, phone numbers, email addresses, payment information, and home/pet information for the sole purpose of providing quality pet care for you. This information is maintained in a secure location.

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