POLICIES

We do not provide clients with a formal written service contract; however, we explicitly define our terms, conditions, liabilities, and responsibilities in the section below. By reserving a service, you acknowledge and agree to these stipulations and accept that you will indemnify us in the event of an accident or incident.

BOOKING

Clients must book services for at least one week at a time.
The service week runs from Monday to Saturday closed on Sunday.
You need to submit all appointment requests by Friday at midnight, which is 48 hours before the service week starts.
We cannot guarantee appointments if you book after the request deadline. All appointments depend on availability.
If you book after Friday midnight, you will pay a one-time $10 convenience fee.
If you request an appointment on Sunday or later for that week, you will have to pay an extra $6 for each appointment.
If you book an appointment after 6 pm for the next day, it will be considered a same-day appointment. This will result in a $15 fee for same-day appointments.
If you book an appointment with less than 4 hours’ notice, it will be treated as an emergency appointment, and there will be an extra fee of $25. To schedule an emergency appointment, please call the office.

PAYMENT

To book our service, you need to keep a PayPal account or a major credit or debit card on file in our Scout system. We prefer PayPal.
We process card payments on Fridays for appointments completed during the week.
Please note, if you schedule an appointment for Saturday, it will incur an additional processing. You may see two separate charges from us on your statement.
We do not provide refunds; instead, we offer account credit for future services.
If we notice that you frequently have card issues, you will need to pay in advance.

GRATUITY

We recognize that the advent of electronic payment systems has fostered a new tipping culture, and our organization acknowledges this shift. Our application provides users the option to leave a gratuity for their walker at the conclusion of the service; however, it is important to note that our personnel are adequately compensated, and tipping is not obligatory.

If you decide to tip your walker, we respectfully request that you do so only in the event of exceptional service or if you are inclined to express generosity. Tipping motivated by guilt or a sense of obligation is entirely unnecessary.

To ensure that the walker receives the gratuity, it is crucial to attach the tip to the specific appointment. Please be advised that if you tip generously at the end of the week, the gratuity will only be allocated to the final walker who serviced your account. Regrettably, our system does not permit the distribution of tips among multiple walkers.

TIME BLOCKS

As with all service providers, we are unable to guarantee specific times or exact hour windows for our services. Consequently, we have organized our service availability into two to three-hour blocks that effectively align with the needs of our clients. Clients may indicate their preferred service timing—either the front or back half of the block—by utilizing the notes section during the booking process. While we will make every effort to accommodate these requests, we must emphasize that such accommodations are not guaranteed.

CANCELLATIONS

Please be advised that we adhere to a strict cancellation policy that requires notice at least 24 hours in advance. If an appointment is canceled less than 24 hours before the scheduled time, the client will be obligated to pay the full service rate.

Cancellations made on Sunday for appointments scheduled on Monday will be subject to the 24-hour cancellation policy.

Once an appointment has been approved, modifications cannot be made. Should a client choose to downgrade their appointment, the client will still be responsible for the payment of the originally booked duration.

The only exception to the cancellation fee waiver pertains to hazardous weather conditions that render travel unsafe for our employees.

Furthermore, no cancellation fees will be assessed for our Educators in the event of school cancellations due to weather or other related circumstances.

SECOND ATTEMPTS

An appointment is deemed to commence when an employee seeks to enter the premises. In the event that there are difficulties in gaining access, the employee will make every possible effort to reach out to the client for alternative entry instructions. Company policy stipulates that the employee will wait for a maximum of five minutes after contacting the client before concluding the appointment and proceeding with the schedule. The dog will receive whatever time is left on the appointment clock after alternative entry instructions are given.

In the event that the employee is unable to establish contact with the client to secure alternative access, the client remains responsible for the full service rate.

Should the client request a subsequent attempt, management will reschedule only if it aligns with the employee's schedule for that shift or if there is availability of other employees. A convenience fee of $6 will be assessed to cover fuel and travel expenses for the second attempt. Furthermore, the duration of the second appointment will be limited to the originally scheduled time, minus five minutes.

HOME ENTRY

Due to the size of our staff, we don’t keep keys on file. We prefer garage codes, electronic key codes, realtor-style lockboxes, and hide-a-keys. Each client using electronic entry is encouraged to have a secondary no-tech key option in the event of a power outage, dead batteries, or even frigid temperatures.

For clients who live in apartments, condos, or penthouses with property management (such as Crocker Park Living), our preference is as follows:

Buzz your Concierge in via callbox.
Leave your door key in a discreet location (on top of number plate, etc.)
Leave your building entry fob on the counter.
The walker will return both the key and fob as they find them.

Should our employees be required to check out a key/building fob, clients will receive a $6 surcharge. We keep schedules and routing tight, and key check out and return can easily add 10-20 minutes to an appointment.

EQUIPMENT

At our company, we adhere to a policy that prioritizes a fear-free, force-free, and pain-free approach to animal handling and training. As such, we do not employ any equipment deemed aversive or associated with positive punishment, including electronic collars, prong collars, or choke chains. If a dog is unable to be walked without the use of such equipment, we regret to inform you that we will be unable to provide our services.

We provide training to employees on the proper fitting of harnesses to ensure secure custody and control. If, in the professional judgment of the employee, the client’s equipment does not adhere to company policy, they will employ a company-issued slip lead for walking. Should the client refuse the use of a slip lead for their dog, or if the dog is a strong puller or belongs to a breed known for susceptibility to neck and trachea issues, clients will be advised to acquire equipment that has been approved by our company. In the event that the client is unable to provide or does not supply the approved equipment, The Doggie Concierge shall furnish suitable equipment. The client will be financially responsible for the replacement of any equipment that is lost or damaged.

FEES & SURCHARGES

After 6:00 PM and on Saturdays: $6
Bookings made after Friday midnight deadline: $10
Sunday bookings for the same week: $6 (per appointment)
Emergency appointments with less than 4 hours' notice: $25
Additional dog from a different household: $10
Major holidays (Thanksgiving, Christmas Day, Christmas Eve, New Year's Eve, and New Year's Day): $25
Federal holidays (Martin Luther King Jr. Day, Memorial Day, Independence Day, and Labor Day): $6
Property management key/fob checkout: $6
Second appointment attempt: $6
Damaged or Destroyed Company Property (harnesses and leashes): replacement rate

SCOUT APP

The Scout App is a comprehensive platform that enables clients to schedule appointments, process payments, and communicate effectively with their assigned dog walkers, as well as with the management of The Doggie Concierge. Additionally, clients can provide appointment-specific notes and maintain up-to-date pet profiles, ensuring that dogs receive the highest quality of care possible.

It is important to clarify that the client bears the sole responsibility for effectively communicating their appointment requirements and preferences through the designated platform, known as Scout. Clients are responsible to make sure all notes and information are up-to-date.

The Doggie Concierge is tasked with aiding clients in comprehending the functionalities of the platform and addressing any issues that may occur.

The Doggie Concierge assumes no responsibility for any failure to execute instructions that have not been expressly documented in the Customer Notes or Pet Profile Sections. Please be advised that physical notes, such as Post-It notes, do not constitute valid instructions for walkers, and we shall not be held liable in the event that such physical instructions are not carried out. We kindly request that you refrain from sending text messages, emails, or making phone calls with appointment-specific requests and updates, as there is no guarantee that we will be able to input or communicate this information in a timely manner.

HOT WEATHER POLICY

We use the Weather Channel to monitor temperature conditions. If the "Feels Like" temperature reaches 80°F or higher for large dog breeds, or 85°F or higher for small and medium-sized breeds, outdoor activity will be limited to 5 to 15 minutes. After this time, the remainder of the appointment will take place indoors. For puppies under six months of age, senior animals, those classified as obese, brachycephalic breeds, and dogs with black coats, individual cases will be assessed between temperatures of 75°F and 80°F. In instances where the client is present and it is impossible to complete the appointment indoors, the dog walker will conclude the appointment prematurely. It is important to note that the client will still be liable for the full service fee in such cases.

COLD WEATHER POLICY

We use the Weather Channel to monitor temperature conditions. If the "Feels Like" temperature reaches 20°F or below for large dog breeds, or 25°F or below for small and medium-sized breeds, outdoor activity will be limited to 5 to 15 minutes. After this time, the remainder of the appointment will take place indoors. For puppies under six months of age, senior animals, those classified as obese, brachycephalic breeds, and dogs with black coats, individual cases will be assessed between temperatures of 25°F and 30°F. In instances where the client is present and it is impossible to complete the appointment indoors, the dog walker will conclude the appointment prematurely. It is important to note that the client will still be liable for the full service fee in such cases.

In regard to cold-weather breeds such as Huskies, Malamutes, and Newfoundlands, temperature guidelines will be established based on the safety of our staff during prolonged exposure to the elements.

INCLEMENT WEATHER AND HAZARDOUS CONDITIONS

We reserve the right to prioritize the health and safety of our employees by canceling, converting, or downgrading any scheduled appointment in the event of inclement weather or hazardous conditions. This encompasses, but is not limited to, severe wind, electrical storms, flooding, substantial snowfall with reduced visibility, icy or unplowed roadways, and icy or unplowed sidewalks, as well as any circumstances that may present a significant health and safety risk to our staff. Clients are strongly encouraged to arrange for a nearby neighbor or family member to check on their dogs in case of an emergency.

INDEMNIFICATION AGAINST LIABILITY

We shall not assume any liability or responsibility for any property damage that may occur either prior to or during the execution of your scheduled appointment. This encompasses, but is not limited to, damages resulting from unforeseen circumstances or events beyond our control. We strongly recommend that all parties undertake the necessary precautions to protect their property. Please note that the list provided below is not exhaustive, and liability is not confined to the items specified therein.

Damaged Keys: With time, keys can become worn or damaged, making it difficult to lock or unlock doors. If a key fragment breaks off and gets stuck in the lock, it may require professional extraction, and the lock itself might need to be replaced.

Door Handles: Wear and tear, forced entries, or accidental bumps can lead to damaged door handles. A faulty door handle can restrict access to a property, interfere with locking mechanisms, and create safety hazards.

Locks: Locks may show signs of damage or malfunction in various ways, such as failing to secure or release properly, misaligning with the door frame, or experiencing internal component failures.

Electronic Doors: Problems with electronic doors often arise from power outages, faulty sensors, or software glitches.

Garage Door Openers: If a garage door opener malfunctions, it can disrupt the door's operation, causing it to become stuck or unresponsive to remote commands.

Garage Doors: Damage to garage doors can result from several factors, including collisions with non-employee vehicles, deterioration from weather exposure, or issues like rust and corrosion.

Toilet: Common restroom issues may involve toilets that run continuously after flushing, defective or broken flushing handles, overflow problems due to plumbing issues, and cracked or damaged toilet seats.

Faucets and Sinks: Problems with sinks and faucets can include persistent dripping, aging and corrosion, loose or broken faucets that don’t engage properly, and drainage issues stemming from plumbing failures or blockages.

Plumbing: Plumbing concerns can range from leaks and malfunctioning or burst pipes to clogged pipes and other blockages that disrupt flow.

Damage Related to Canines: Instances of damage may include, but are not limited to, torn, broken, chewed, destroyed, urinated upon, or consumed items such as glass, furniture, appliances, keepsakes, walls, baseboards, window seals, and others.

CLIENT LIABILITY

Clients bear financial responsibility for any injuries resulting from bites or aggressive behavior toward staff that necessitate medical treatment, whether in an urgent care facility or an emergency room. Clients may elect to file a claim with their homeowners insurance or settle the medical bills directly with the company without involving insurance.

Clients assume financial responsibility for any staff injuries that may arise from broken bones, sprains, cuts, or bodily tears attributable to property-related negligence. This negligence includes, but is not limited to, the failure to properly salt or shovel stairs, sidewalks, and driveways, thereby creating potentially dangerous and hazardous work conditions. Clients may elect to file a claim with their homeowners insurance or settle the medical bills directly with the company without involving insurance.