Policies

Cancellation Policy

We allow cancellation for a full refund for up to 24 hours before the beginning of the service. Within 24 hours, 50% of the service must be paid, even if fully cancelling. If the service has already begun, the full balance of the service is owed.

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Billing  Policy

Stays are billed upon completion. If the stay is longer than 7 days or invoiced at more than $1,000, 50% of the service will be invoiced prior to the beginning of the stay.

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Emergency Policy

For situations in which our team's safety or your pet's safety is immediately at risk (fire, break-in), our team will follow their best judgement to evacuate themselves and your pets from the home and contact emergency services. If a pet is in dire need of care (e.g. an injury) we will transport them immediately to their vet or an emergency vet of our choice and follow vet instructions, and will attempt to contact you as soon as we are able. In situations that may require emergency care (such as a pet eating something they shouldn't on a walk) we will contact you to assess the situation and transport your pet to their vet or an emergency vet of our choosing if we're unable to reach you. 

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Late Return Policy

If your flight is delayed or your trip extended for any unforeseen reason, we will continue to provide care for your pets, although we may need to change the team member assigned to your stay to fully accommodate their needs. You will be billed at the same rate as the original stay for any additional time/days/services, and it will be added onto your invoice.

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Late pickup/no-show boarding policy

If you need to pick your pet up late from in-home boarding, you will be charged at the same rate as your boarding stay for the extra time and it will be added to the invoice. Pets who are abandoned with the sitter and never picked up will be re-homed after 7 days of no communication or pickup.