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, work from home 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 firstname.lastname@example.org.
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 email@example.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.