FAQ and Policies
Are you insured?
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 $12 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?
How will I know someone cared for my pet?
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?
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?
What payment methods do you accept?
Do you have references?
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.
New Client Meeting
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.
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.
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.
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 cats, a minimum of 1 visit per day is required.
Cancellation Policies (NOT applicable for Pack Members)
We implement a cancellation policy for the benefit of our employees, as well as compensation for admin time spent making last minute changes to the schedule. When cancellations are made with +24 hours notice, we are able to offer another client services in place of the cancelled service, as well as fill the gap in our walkers schedule.
You must submit your cancellation request 24 hours before the beginning of your visit time window for any service, to qualify for a credit. If you qualify for a credit, it will be automatically applied to your next invoice.
Members of the Pack Membership Program are not qualified for any cancellations/refunds, as per the Pack Membership Agreement
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
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.
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.
If you are not completely satisfied with our service, please let us know immediately so we can address the issue and remedy the situation.