REGISTRATION MEET n' GREET

The goal of the Registration Meet n' Greet is to meet with us to first and foremost make sure we are a good fit for one another. During this initial meeting, we will review the online profile that you will be asked to complete prior to our meeting. This will include your Client Profile, Pet Profile, Service Agreement and Cancellation Policy. There is a one-time $25 registration fee.

KEY POLICY

Free Standing Homes & Apartments/Condos with direct, private access:

[PREFERRED] You will need to purchase a key (realtor-type) lock box and hang it where ever you prefer for us to retrieve the key and replace when your service is finished for the day. You will need to keep your lock box code updated in our Pet Portal.
-OR-

You will need to provide two (2) copies of physical keys for ExecuPets to keep on file. One is an emergency backup. Keys are coded with an internal number and stored in a secured location.
-OR-

Provide a DOOR CODE if you have an electronic lock. Please note, if power or batteries fail, we may not be able to enter your residence to care for you pets. You may want to keep a physical key on file with us for emergencies or consider using the preferred lockbox method.


Apartment Buildings with 24 hour Concierge/Security Service:

You should be able to leave a key or key fob with your concierge for us to pick up and return at each visit.

If your building has a door code for the primary entry point, you will need to provide us one so that we may enter your building.


Apartment Buildings without Concierge Service:

You will need to provide two (2) copies of physical keys or key fobs. One is an emergency backup. Keys are coded with an internal number and stored in a secured location. If your building has a door code for the primary entry point, you will need to provide us one so that we may enter your building. Some buildings allow for the key fob to access it. Some (but not many) apartment buildings allow for lockboxes to be put at the primary door, ask your property manager about their policies.

HOLIDAYS

There is a $15.00 per visit surcharge for any services we render at your home on all major Holidays. 

PAYMENT

We require a Credit Card or Debit Card branded with a major credit card logo to be kept on file in our secure Pet Portal. We accept VISA, Mastercard, American Express and Discover. All service charges are invoiced and due prior to service to secure your reservation. Dog Walking Memberships are due Monthly. Non-Member services and Pet Sitting due on receipt of invoice.

CREDITS & REFUNDS

Credits will be issued for cancelled services that were cancelled in accordance with our cancellation policies for use with future service up to one year from the date of cancellation.
Refunds may only be issued in the event of a death, illness or injury of a pet that prevents the pet from benefit the service. Proof from a Veterinarian is required.

RESERVATIONS & CANCELLATIONS

We understand that life happens and sometimes you need to cancel services. Of course, nobody likes to have to pay for a service they did not use. However, we employ a great staff who love and care for your animals, and sometimes this means you have to pay for a short-notice cancellation. In order to provide the absolute best care to our Clients, keep our team members happy & productive, and ensure our office is operating as efficiently as possible, we have implemented a Cancellation Policy on all services. Please see below for details.

IN ORDER TO BEST SERVE YOUR NEEDS, WE ENFORCE THE FOLLOWING RESERVATION AND CANCELLATION POLICY:

"Same Day" Requests

There is a $10 surcharge for reservations requested within 24 hours of a scheduled visit. Please keep in mind, we may not be able to accommodate same-day visit requests, so it is always best to book in advance to secure a reservation.


Dog Walking Memberships are defined as 3 or more dog walking services scheduled per week, on an on going, assumable perpetual basis. Membership clients will experience our flexible cancellation policy. We understand that day-to-day circumstances may cause a last-minute schedule change (sick day,  weather-related change in schedule) and as long as we are notified by 6 a.m. the day of a scheduled walk, the Client will be credited the service fee for the cancelled visit, less any discounts that were originally applied to that visit. Additional charge may apply for remaining visits that were part of the discount. If the visit is cancelled after 6 a.m., Client will forfeit the service fee.   Day or Time "swapping" subject to handling fee.
Cancelling more than 10 walks in any one month will result in a $10 per-visit-cancelled as retainer fee to keep your membership active and time slot saved or cancellation of membership in cases of multiple subsequent months with the same or more cancellations. To cancel or change membership level please submit cancellation/change notice, in writing, at least 14 days prior to the first day of the next month to office@executive-pet-services.com.

Dog Walking Subscriptions are defined as whole-month of Monday through Friday services at a set service fee regardless of number of service days in a month, cancellations or holidays. Holidays and weekends are not included in Dog Walking Subscriptions. Cancellations will not alter the set service fee for the month and no services will be offered in place of or to "make up" cancelled services.  To cancel subscription please submit cancellation/change notice, in writing, at least 14 days prior to the first day of the next month to office@executive-pet-services.com.

Non-Member/"Ad Hoc" Dog Walking visits are defined as 1 or more walks scheduled outside of or not part of a membership or subscription in an "as-needed" fashion. Once these walks are confirmed, they are final. Cancellation forfeits the service fee.

Packaged (Bulk Purchase) Dog Walks visits are defined as any walk belonging to a bulk purchase package. They can be cancelled by 5pm on the day prior to receive the visit credited back to your package. Cancellations after forfeit the visit fee. Day or Time "swapping" subject to handling fee.


Pet Sitting and Overnight service visits are defined as part of a "one-time series" of subsequent visits, over a predefined period such as 5 days or one week, and are subject to a 14 day cancellation policy. If cancelled within 14 days of the start date, Client will be responsible for 50% of the invoice for booked/confirmed services.  If cancelled within 7 days of the start date, Client will be responsible for 100% of the invoice for booked/confirmed services.  These also apply to services that are cut short, for instance, if the Client returns early and cancels remaining services. Holiday reservations are non-creditable and non-refundable. Any amount already paid, but owed to the client will be credited to the client's ExecuPets account for future service.



Why Do We Enforce a Cancellation Policy?

Cancellation policies are put into effect to protect the customer and the business and make sure they are mutually committed to the transaction. It allows the business to be able to adequately and efficiently schedule their staff for services. In the world of pet sitting and dog walking, our Pet Care Specialists can only be in one home at a time, so having these policies in place is particularly important. If a Client cancels without much notice, it is very unlikely that we will be able to find another appointment to fill in the slot on the staff member's schedule that the client no longer needs. This means our staff will not get paid. By guaranteeing our staff regular appointments and a steady income we are able to attract the best pet care professionals to work for ExecuPets. We do not settle for unprofessional or inexperienced dog walkers and pet sitters. We believe our Clients deserve the best!


We believe these policies act in the best interests of our Clients, as well as our ExecuPets team members!


As always, thank you for allowing ExecuPets to care for your beloved animals!


**Request and Cancellation Phone/Text policies may be waived in instances of Pet Care Portal downtime, as defined by multiple or widespread user outages.