POLICIES

How To Schedule Your First Service

We’d love to assist you with all of your pet care needs! Give us a call at 843-580-2212 or email info@charlestondogwalker.com to schedule a FREE in-home 30 minute Meet & Greet with you and your pet so we can get to know you both prior to the first service. You can fill us in on your furry buddy’s favorite things, quirks and awesome tricks. We offer a variety of services – check them out to determine what’s best for you and your pet.

Schedule Visit

Scheduling Visits

Visit requests must be made through the Charleston Dog Walker Portal, by emailing info@charlestondogwalker.com, or by calling 843-580-2212. Visits CANNOT be requested by text. Visit requests made with less than 24 hours notice are subject to a Late Booking Fee.

Holidays

There is a $10 additional fee per visit for any services scheduled on a holiday. Please note that regular daily walks will NOT occur on a holiday unless separately scheduled. We honor the following 2017 holidays: Easter, Memorial Day, July 4th, Labor Day, Thanksgiving (November 22-26), Christmas (December 23-26), and New Year’s (December 30 – January 1).

Payments

We accept all major credit cards, checks and cash. Our clients are billed around the 1st and 15th of each month. Payments are due within one week of the invoice date and we ask that clients please pay promptly to avoid a late fee. Full payment is due at the time of booking in order to confirm a holiday visit.

Pay Your Bill

Non-Holiday Cancellation Policy

We love to be there for your pets and we certainly understand if your plans change – but we ask that you kindly call to let us know as soon as possible. Please notify us that you need to cancel services 24 hours in advance of the service starting. Cancellations with less than 24 hours notice will be charged the full amount for the service. No refunds will be given if you choose to return home early and no longer need the visits you scheduled.

Holiday Cancellation Policy

Holidays are extremely busy time for pet sitting and we often are completely booked with reservations. We ask that you thoughtfully make holiday reservations only once your travel plans are finalized. If you cancel services more than 14 days before the start date of your services, you will be refunded your full payment. If you cancel with 14 days or less before the start date of services that fall on a holiday, you will be refunded 50% of your total invoice. If you cancel within 24 hours of the start date of services, no refunds will be given. No refunds will be given if you choose to return home early and no longer need the visits you scheduled.

Late Booking Policy

Please schedule your services with as much advance notice to ensure availability. If you need to schedule a service that will occur within less than 24 hours, and if we have the availability to accommodate your request, there will be a $5 Late Booking Fee.

Keys

We require 2 copies of your keys at the time of your Meet and Greet. Please test both keys to ensure that they work properly to avoid any issues when we arrive for pet visits. We do not accept garage or lock codes in lieu of keys. These systems often fail due to dead batteries, electricity issues, or other various mechanical issues. If you live in a gated community or if you have an in-home security system, you must provide key cards or appropriate access codes required for entrance.

After your visit is completed, we retain keys in our office for your future visits. We highly discourage requests for us to leave keys behind at the last visit. In cases where you are unexpectedly delayed getting home, you may require additional care for your pet. There is a $10 fee if you need Charleston Dog Walker to pick up or deliver keys before or after a scheduled visit.

Why do we need 2 keys? This is to ensure that your pets will always be taken care of no matter what. Our backup key system means that if your primary pet sitter has an unexpected issue, your pets will always receive their scheduled care.

Pets With Outdoor Access

We strongly recommend that you do not allow any of your pets to have unsupervised access to the outdoors when you are away. No fence is completely secure and we want to ensure your pet is safe at all times. Charleston Dog Walker cannot be liable for injury, disappearance, death, or fines of pets with outdoor access.

Flea Free and Vaccination Policy

Fleas can get on people and be carried from home to home, which means that for the protection of our clients, all animals we service, and our sitters, we have implemented a Flea Free Policy. We will not be able to offer services to any animals that currently have fleas, or animals that are not current on their flea and tick medications at all times. All pets also need to be current on their vaccinations.

Inclement Weather

In the event of inclement weather or natural disaster, we will use our best judgment in caring for your pets and home. If conditions are unsafe for normal services or travel (extreme flooding or hurricanes), we will notify you as early as possible that your scheduled visit may be delayed or cancelled. You should always provide us with a local emergency contact in case we are unable to travel to your home due to unsafe conditions.

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