Policies
Please find below a list of our current policies.
Please note: these policies are at the company’s discretion and are subject to change.
Last Minute Cancellation Policy
Any appointment(s) canceled within 48 hours of the scheduled visit time will result in a full charge for the appointment(s)
Late Appointment Scheduling Policy
Any appointment requested within 48 hours of the desired time will be considered a “last minute booking” and will incur an additional $10 fee on the appointment.
Outside Hours Fees and Policy
Any appointment requested before 8 AM and from 8 PM on will incur an additional $10 fee.
Weekend Fees
We do not have any weekend fees at this time. All weekend services are currently priced at the same price point for normal weekdays.
Holiday Fees
All holidays incur an additional 50% surcharge on all services rendered on the holiday. For a complete list of applicable days, please CLICK HERE
Bubble Policy
For our individual pet care services, we do not interact with any other humans or animals that are not living in the same household. Regardless of existing relationships, we, as the handlers, may not get the same reaction as the parents. For everyone’s safety, we maintain a bubble policy once leaving the home!
Scheduling Policy
To make any requests, cancellations, or any other schedule changes, please contact the office directly through our Time to Pet app or our business line. Our PetCare Specialists are not trained to work with the schedule, so contacting the office is the only way to make, change or cancel any appointments.
We do require a minimum 2-hour time window for all appointment requests, as we cannot guarantee an exact time due to the nature of the schedule.
Confirmations of appointment requests will be approved for the time window and will be spaced out appropriately for any multi-service requests. The most accurate time of arrival can be seen on your Time to Pet Portal on the morning of the appointment but is subject to change bearing any last-minute changes or emergencies that are out of management’s control. If your pet has any age or health restrictions, please let us know!
For any feedings, medications, or other additional add-on services, please be sure to make the office aware of these services as it must be on a staff member’s schedule to be completed. Handwritten notes or other means of instruction could be missed and will not guarantee completion of additional service without being confirmed on a staff member’s schedule.
Communication Policy
Under no circumstances are clients and staff permitted to communicate directly through personal means. Any and all communication can either be directly relayed to the staff through the messaging system in Time to Pet or can be communicated through the management team, who is in constant contact with the team throughout operation.
Billing Policy
Our current billing policy is pre-billing 1 week prior to the start of services. Your invoice will be due 7 days prior to the start of your first visit. Our system will automatically send an email about upcoming charges 24 hours in advance so if there are any billing questions, please contact our office for assistance!
If you are to cancel your already-billed appointment outside of our cancellation policy, any previously charged balance will be applied to your next upcoming invoice.
Deposit Policy
Due to high demand, we are now utilizing a deposit policy for both throughout the year and during peak time periods of the year.
Upon confirmation of your upcoming requested visits, a 50% deposit will be required. This deposit will be used towards your final invoice.
This deposit is fully refundable up to 14 days prior to the start of your services.
If the appointment(s) is canceled 13-8 days prior to the start of services, the deposit will be forfeited.
If the appointment(s) is canceled 7-0 days prior to the start of services, the deposit will be forfeited, and the remainder of the invoice total will be due.
This deposit policy will be applied to the following services all year round
Hourly Pet Sitting Appointments
In-Home Overnight Services
Additionally, this deposit policy will be applied to the following services during peak time periods
Any non-recurring services that are rendered multiple times per day for 2 or more consecutive days
Peak Time Periods:
President’s Week
Spring Break Week
Months of July & August
Thanksgiving week (Wednesday through Sunday)
December 20th through January 8th (Subject to change)
These time periods are subject to change per calendar year and at the discretion of Dan’s Pet Care.
Please note: The deposit policy does not apply to clients on a recurring schedule; any canceled appointments on a regular recurring schedule will be held to the standard cancellation policy of 48 hours.
A lot of planning goes into scheduling care for your pets. Our team works very hard to accommodate everyone to the best of our abilities so that you (our clients!) can fully enjoy your time away and have peace of mind that your pets are in good hands with our team. This policy is in place to protect your requested time as well as to protect our staff from last-minute cancellations that are not always possible to fix during peak hours.
Each of these policies is for the safety and protection of our team and our clients. We appreciate your understanding of these policies, and if you have any further questions, please contact the office directly at 516-551-1613.
