IN ORDER TO BEST SERVE YOUR NEEDS, WE ENFORCE THE FOLLOWING RESERVATION AND CANCELLATION POLICY:
ALL RESERVATION REQUESTS AND CANCELLATIONS MUST BE MADE IN THE PET CARE PORTAL. Honored Phone or Text Requests subject to $10 handling fee**. All requests are time stamped.
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 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 days in any one month will result in cancellation of membership OR pay 25% of cancelled visits as retainer fee to keep your membership active and time slot saved. To cancel or change membership level please submit cancellation notice, in writing, at least 14 days prior to the next month to firstname.lastname@example.org .
Non-Member Dog Walking visits that have been confirmed are final. Cancellation forfeits the service fee.
PACK Advantage Dog Walking visits can becancelled 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.
For Pet Sitting and Overnight service, visits 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.
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 their 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.