WAGGY WALKYS LLC POLICIES AND RELEASE
VISIT DURATION POLICY:
All pet visits are based on the time the staff reaches your property doors to the time they lock the doors for final exit. If you need a walk to be a certain amount of time, you must allot for time in the property in addition to the time outside, (leashing up, water, feeding, cleaning, searching for pets, writing notes, medications, etc.)
WORK AS A TEAM POLICY
At Waggy Walkys we always strive for consistency and attempt to assign a regular dog walker to your account. However, this is not always feasible. To ensure reliable, consistent service, we employ a “Team Philosophy” approach to pet care. Your dog(s) will have high quality care with a team of pet care specialists in your area, not just one person. While using our services, you may have different team members care for your animal(s) while using Waggy Walkys. This team approach ensures your dog will always be cared for in a worse case scenario. You agree to Waggy Walkys “Team Philosophy Approach” to pet care. I also understand that different pet care specialists may help care for my animal(s) on a day-to-day basis. Please note: All Waggy Walkys staff are highly trained, vetted and background checked.
WAGGY WALKYS RATES
Please click here for our current rates and promotions. Please note, our rates change from time to time.
BILLING POLICIES FOR NONRECURRING SERVICES:
We require payments (charge card on file) AT THE TIME YOU BOOK NONRECURRING SERVICES such as; Pet Sitting, House Sitting, Dog Boarding and Pet Taxi Services.
If we do not receive payments at time of booking for nonrecurring services we WILL NOT RENDER SERVICES until we have received payment.
When you register online you must provide us with your credit card information and this card’s associated billing address. Please make sure the billing address and zip code you have on file is the same address associated with the credit card you put on file. Once you have registered we will verify that your pet sitter is available for the dates requested and then we will create a confirmed schedule and invoice. Management will then run your credit card on file for the full amount. Any schedule adjustments (additional visits or visits canceled) not applied to the paid invoice will be updated in our database (credit towards future services) or applied to a final invoice (we will run your credit card for any outstanding balance and you will get a final, paid invoice receipt via email). There will be a 3.5% credit card processing fee surcharge applied. Your credit card numbers on file are password protected, encrypted and our transactions are securely processed by us using a reputable, third party merchant account.
BILLING POLICIES FOR RECURRING SERVICES:
We bill once every four weeks for recurring services such as dog walking and dog park play groups, or ANY outstanding bills still owed (recurring and nonrecurring past dues) that were not collected previously that month. Waggy Walkys reserves the right to bill upfront for any services.
When you register online you must provide us with your credit card information and this card’s associated billing address. Please make sure the billing address and zip code you have on file is the same address associated with the credit card you put on file. We will verify that your pet sitter is available for the dates requested and then we will create an approved schedule. Management will run the credit card on file, every four weeks (every fourth Tuesday) for services rendered for that entire four-week billing cycle. Any schedule adjustments (additional visits or visits canceled) not applied to the paid invoice will be updated in our database and reflected in your next recurring invoice. There will be a 3.5% credit card processing fee surcharge applied. Your credit card numbers on file are password protected, encrypted and our transactions are securely processed by us using a reputable, third party merchant account.
TIPPING:
Tips are not required, but always appreciated! You may tip via the Waggy Walky’s app, or simply emailing us at info@waggywalkys.com . We will happily a tip to your dog walker’s pay!
CREDIT AUTHORIZATION/POLICIES
1. I authorize Waggy Walkys, LLC to charge my credit card according to Waggy Walkys LLC’ Billing Policies. 2. My credit card on file will also be used for any vet related expenses as per the Veterinarian Release Form I have filled out and signed. 3. Waggy Walkys, LLC requires a valid credit card to be on file at all times. All of your communications with Waggy Walkys app powered by Scout are encrypted and all credit card information is further encrypted when it is saved to the database. Please make sure the billing address and zip code you have on file is the same address as on your credit card statement.LATE PAYMENT POLICY: We apply a $30 late fee for any accounts past due beyond 7 days of a “card declined” email notice.
PET ILLNESS/ PET EMERGENCIES:
In case of emergency, you authorize that a Waggy Walkys team member may seek medical services on your behalf for your pet(s) in the event that you cannot be contacted. Our team members will attempt to bring your pet(s) to the veterinarian on file in the pet’s account first. In the event there is no veterinarian information on file, you agree to allow Waggy Walkys to choose a veterinarian for the care of your animal(s). You are responsible for any and all veterinary expenses incurred and will be responsible for providing the veterinarian with a means of payment. Waggy Walkys will not be responsible for the cost of medical treatment for your pet(s).
EMERGENCY BOARDING AUTHORIZATION
If a staff member can no longer board your dog(s) we have the following policy in place: 1) If you are in the process of having your dog(s) boarded and an agent becomes no longer available to board your dog(s) (e.g., family emergency, unforeseen events, etc.) we will set you up with the next closest agent. We have multiple boarding agents in the areas that we serve. In the unlikely event we have no vacancies in your area we will refund your money for services that we could not complete and we will have your dog boarded with one of your designated emergency pet sitters you have on file or a local dog boarding/kennel. If we have your dog boarded at a local dog boarding/kennel you will be responsible for all associated fees and we will use your credit card on file along with the Emergency Boarding Authorization Form that you have filled out and signed during the registration process. *IMPORTANT NOTE* IF YOUR DOG DISPLAYS ANY AGGRESSION OR BITES ANOTHER DOG OR PERSON DURING IT’S BOARDING STAY, OUR MANAGEMENT AND STAFF RESERVES THE RIGHT TO TAKE YOUR DOG TO A LOCAL KENNEL, YOUR DESIGNATED EMERGENCY PET SITTER OR HUMANE SOCIETY (IF THE OTHER TWO OPTIONS ARE NOT AVAILABLE.) YOU AGREE TO THIS POLICY BY BOARDING WITH US. YOU WILL BE FULLY RESPONSIBLE FOR ANY ASSOCIATED BOARDING COSTS. 2) If you have booked an upcoming date for boarding and your agent becomes no longer available we will set you up with the next available agent in your area. We have multiple boarding agents in the areas that we serve. In the event that we have no vacancies we will reimburse your payment in full.
INCLEMENT WEATHER AND STATE OF EMERGENCY POLICY:
Daily Dog Walks and Dog Park Play Groups: If the Federal Government closes (snow, state of emergency, etc.) all visits will remained scheduled unless you call or email our office to cancel. Waggy Walkys, LLC reserves the right, in its sole discretion to cancel daily dog walks or park play groups due to weather, state of emergency, natural disaster, etc. You will be notified of any cancellations via e-mail. Pet Sitting only: We ask that you provide us with the telephone numbers of relatives and/or neighbors that have keys to your residence that can help out during times when inclement weather or any emergency that prevents us from being able to drive to your residence. Your pet’s safety and well-being is our number one priority.
LAST MINUTE RESERVATION POLICY: (using the online system)
We require at least 48 hour notice to use the online scheduler for an upcoming reservation. Please call our office if you need a last minute reservation within 48 hours. All services are subject to availability.
LOCKBOX POLICY
Waggy Walky’s highly recommends all clients to use a lockbox to store a key for entrance to your home or apartment for use of our services. You understand, acknowledge and agree that we are not liable for any loss, claims or damages you may suffer as a result of your use the lockbox, including situations where the lockbox may be illegally accessed by a third party.
KEY POLICY:
In the event, the client cannot use a lockbox, we ask you to provide one set of working (tested) house keys/fobs (if applicable) at the time of introductory consultation. This includes all Medeco keys, key fobs and mailbox keys if applicable. Please do not provide two sets of keys to the pet sitter. If you provide two sets and the second set is lost, we will not be liable to re-key doors, if need be! If you have a front desk staff to your condo building and they retain keys or require our staff to sign in etc., then you need to notify them in person prior to any upcoming visits that we will be coming to pet sit for your pets, providing them with our company name and that our staff will be requiring access to your unit and any applicable keys/fobs etc. that are located in the front desk area files. You must also file any applicable paperwork with them to ensure that we will be let in for the dates of coverage needed. If you live in a gated community, you must provide a gate card, remote or appropriate access codes. IF YOU ARE OUT OF TOWN and keys become unusable, lock malfunction, client fails to leave a key or fob, or any other reasons beyond Pet Sitter’s control, Waggy Walkys LLC and Pet Sitters have authorization to employ the services of a locksmith to gain entry into a client’s home on client’s behalf. Client will be responsible for all expenses incurred and reimburse Waggy Walkys LLC upon return.
KEY RETURN POLICY:
(For clients that do not use a lockbox) No keys will be mailed by regular mail or hidden outside of your home. This is for security reasons so we don’t lose a key. If we are returning keys outside of a scheduled visit, we charge $15 for this. KEYS WILL BE HAND DELIVERED TO CUSTOMER, PUT THROUGH A DOOR SLOT OF CUSTOMER RESIDENCE, GIVEN TO CONCIERGE (LABELED WITH CUSTOMER NAME AND UNIT) OR CERTIFIED MAILED (BY AN OFFICE STAFF) IN AN EXTRA REINFORCED ENVELOPE.
CANCELLATIONS AND LAST MINUTE CHANGES POLICY:
1) **( Weekly Recurring Dog walks & Park Play Groups ) WE NEED A CANCELLATION NOTICE DIRECTLY TO OUR OFFICE BY 7PM THE NIGHT BEFORE THE NEXT SCHEDULED VISIT OR YOU WILL BE CHARGED a $10 cancellation fee. Texting or calling staff does not qualify. 2) **(Pet Boarding, House Sitting and Pet Sitting )** It is not unusual for trip plans to change at the last minute. However, please understand that Waggy Walkys, LLC carefully schedules our time to service you and our other clients. Once your reservation is booked, your Pet Sitter will have to turn away other client’s reservation requests, thus, once services have started, THERE ARE NO REFUNDS FOR EARLY RETURNS OR LAST MINUTE CHANGES TO SERVICES THAT HAVE ALREADY STARTED such as pet sitting, pet boarding or house sitting services. If services haven’t started yet (at least 24 hours before), we can issue a issue a credit to your pet’s account, to use for future services.
UPDATING YOUR CUSTOMER PROFILE WITH ANY IMPORTANT INSTRUCTIONS:
Please make sure you periodically review your customer profile and update OUR OFFICE VIA EMAIL when important changes are made to your pets routine, feeding, medications, medical issues etc. E-MAILING our office for important changes is ABSOLUTELY REQUIRED. IF YOU JUST TELL THE PET SITTER AN UPDATE THEY WILL NOT UPDATE YOUR PROFILE AND USUALLY WILL NOT UPDATE OUR OFFICE!
SCHEDULING POLICY:
Please make sure you periodically review your customer profile and update OUR OFFICE VIA EMAIL when important changes are made to your pets routine, feeding, medications, medical issues etc. E-MAILING our office for important changes is ABSOLUTELY REQUIRED. IF YOU JUST TELL THE PET SITTER AN UPDATE THEY WILL NOT UPDATE YOUR PROFILE AND USUALLY WILL NOT UPDATE OUR OFFICE!
OFFICE HOURS & AFTER-HOURS CONTACT 24/7:
Office Hours are: 8AM-8PM Monday-Friday, Saturday 11-7PM and 11-7PM Sundays
In the event of an emergency that is after hours or during these times, WE WILL ONLY BE NOTIFIED if you call our phone lines and say this is “AN EMERGENCY THAT NEEDS AN IMMEDIATE RESPONSE” to the operator. They will text message and call all managers’ cell phones for rapid assistance and guidance from management. All other messages will be forwarded to our general email and will be responded to the next business day (see hours above).
ALARM POLICY
If you have an activated alarm during the course of our services, please make sure to provide detailed alarm instructions, location of alarm and alarm code in your profile. If you do not provide us with proper details and alarm code, you agree to hold us not responsible for any false alarm charges from the police or fire department. This information must be in your profile so a manager or backup walker has access to this, not just told to your primary walker/sitter.
PET FOOD & PET BELONGINGS POLICY: (Pet sitting, boarding)
You are required to provide your pet’s food (enough for it’s entire stay and a few days extra just in case)Please pre-bag all pet food and pet belongings that you want your pet to have on its stay. Label all food and medications clearly with amounts to be given, how often and the names of each pet. We do not assume anything so labels are important. Items to include for your pet’s stay would be your pet’s leash and collar, favorite blanket or bedding, toys, chew treats, ample food, food bowls, medications, cleaning supplies, etc. Please have everything clearly labeled and consolidated in a bag as best as possible. If your pet is not potty trained or is destructive to furniture, etc. your pet boarder will probably have to crate your pet when they are not around to supervise. This said, if your boarder does not have an extra crate on hand, you are required to provide us with a suitable crate.
(BOARDING & HOUSE SITTING) DOG WALKS & POTTY BREAK TIMES POLICY:
These services includes at least 3 (30 minute) walks or back yard potty breaks (Afternoon, Evening and next day Morning.) Although we try our best to provide walks and potty breaks at certain times each day, we ask clients to allow us a 4 hour window for each walk/potty break to take place. This allows us for traffic or unforeseen delays. Your pet sitter may be in and out of the home during all other periods (depending on their individual schedules) to accommodate their normal routine, i.e., work schedule, shopping, dining, gym etc. This may not be much unlike the normal routine your pet follows at your own home, however for pets with special needs we try to match pet sitters that can accommodate those extra times needed to spend with the pets. Every client and pet has specific needs and we try to accommodate a schedule and walk routine that is ideal for each person and pet. If extra services or walks are requested during the normal course of services we will charge extra for these services. The pet staff will sleep at the property (theirs for Boarding and yours for House Sitting)
VACCINATION POLICY
For the health and safety of the animals and everyone involved, all pets must be up to date on all vaccinations prior to services. Vaccinations must be given by a licensed Veterinarian at least 48 hours prior to services. We require proof of the following via fax or email prior to rendering services. Fax: (703) 962-7871 E-mail: info@waggywalkys.com 1) Bordetella: (dogs only) Required every 6 months if doing group walks, dog park play or dog boarding. Many vets only administer this vaccine by request so please make sure your pet (s) are up to date. 2) Rabies: (cats and dogs) 1 or 3 year vaccine required. 4) Feline panleukopenia (commercial feline distemper vaccine) (cats only)
FLEA AND TICK POLICY
We do not accept pets that have fleas or ticks so please make sure your pet is flea and tick free or on a preventative flea and tick treatment.
PET BOARDER “MEET-N-GREET” POLICY
You can meet with your pet boarder at their home for a pre-departure interview before services begin. This is optional and you can simply meet them when they pick up your dog(s) or when you drop off your dog(s) at their home. Management will discuss this with you when you sign up and also help to coordinate this between you and the boarder. ***YOU MUST CALL OUR OFFICE AT THE TIME YOU BOOK ANY BOARDING DATES TO CONFIRM PICK UP & DROP OFF TIMES/DETAILS WITH YOUR BOARDER!*** If you meet with your pet boarder and decide you do not want to board your dog(s) with them for any reason, we will help you to locate another local pet boarder within our company.
PICK UP AND DROP OFF POLICY (BOARDING ONLY)
To respect our staff’s privacy and sleeping schedules we have created a pick up and drop off time policy. NO later than 8pm or earlier then 6am pick up or drop off for pets . This is for pet taxi service as well and when you are picking up or dropping off your pet. Due to the nature of our boarder’s schedules varying widely, pick up and drop off times will have to be pre-arranged on a case by case basis with your pet’s boarder and management. Please be aware that your pet boarder’s pick up and drop off times are subject to availability and you may have to adjust your schedule to accommodate your boarder’s schedule. ***YOU MUST CALL OUR OFFICE AT THE TIME YOU BOOK ANY BOARDING DATES TO CONFIRM PICK UP & DROP OFF TIMES/DETAILS WITH YOUR BOARDER!***
STAFF NON-SOLICITATION & NON-DISCLOSURE CONTRACTS:
Our staff sign contracts that strictly forbid them to perform any pet services “off the record” outside of our company schedules (for our customers) or solicit to our customer base for any purpose, anytime during or after employment with us. If you find a staff member is trying to solicit your business outside of our company please notify our offices. Staff are strictly forbidden to disclose any client information or proprietary data for any use outside of the normal course of business for our company, anytime during or after employment with us. These policies are in place to protect our clients and our business.
VISIT TIMES POLICY
Waggy Walkys, LLC will visit at the requested time block as closely as possible. There may be unforeseen delays due to traffic, other pet visits, etc, in which case we will do our best to arrive when requested.
UNFORESEEN PURCHASES POLICY
Our staff will purchase pet food, cleaning supplies or other necessary items, if need be, that contribute to the health and well-being of your pet while you are absent. For example if your pet is not eating kibble we may have to purchase canned dog food to mix with your kibble. (If your pet is not eating and has a dietary restriction we will call your vet for a recommendation). We will retain a receipt and the pet owner is respon
FENCE POLICY
Fenced in yards are wonderful playgrounds for our dogs and allow them additional space to exercise and play. However, no fence system is totally secure. Waggy Walkys LLC
does not accept responsibility or liability for any client’s animals that escape or become lost or injured, fatal or otherwise, when given permission to use a fenced in yard (any area that is fenced), or fenced in dog park. This includes electronic, wood, metal or any other type of fence.
MARTINGALE COLLAR & HARNESS POLICY
Every dog we care for that has access to the outdoors has to have a (management approved and properly adjusted/fitted) harness or martingale collar on when we are providing services. Typical collars for dogs can come off during the walk, especially with group walks, small dogs or dogs that have narrow heads. This can lead to a dog running away or running into the street. For private walks (where we do not transport your dog) we recommend the martingale collar option because it is quick and efficient to put on and can remain on your dog as the primary collar if you wish. This is a special type of dog collar that helps a dog stay comfortable while being completely secure on their leash. A martingale collar is made with two loops. The large loop is placed around the dog’s neck and adjusted to fit loosely. The leash is then clipped to the D ring on the small loop. When the dog tries to pull their head out of the collar, the tension on the leash pulls the small loop taut, which makes the large loop smaller and tighter on the neck– preventing escape. When adjusted properly the dog is never choked, but the collar stays snug around the dog’s neck (just behind the ears) until the pressure is released. We do not recommend martingale collars for dogs with neck or back problems or elderly dogs. We instead recommend the harness for those dogs. We also require a harness for any dogs doing the dog park play option or for dogs being transported in our staff’s vehicles. These harnesses stay securely fastened when adjusted properly and also serves as a dog seat belt when being transported in a vehicle. This adds an element of safety to transporting the dogs, securely fastening them to a leash that is tethered inside the car, without risk of choking from a collar. This harness/tether company policy also prevents a dog from jumping out of a car and running away when we open the doors to let them out. You can buy these products at your local pet store. Waggy Walkys LLC cannot be liable for injury to dogs or for dogs that escape from any other type of collar if you do not provide us with one of these options during the walks or dog park play groups.
EXCESSIVE BARKING POLICY (Boarding only)
To maintain a peaceful environment for our boarders and their neighbors (noise ordinances, etc.) we have set this policy in place. In extreme cases of dog barking that cannot be stopped, a pet boarder may be forced to stop rendering boarding services for your dog. If this is the case we will adhere to our Emergency Boarding Authorization Policy. A staff member will try to contact you first if we run into this problem.
CONSENT TO PET PHOTOS AND VIDEO ACTIVITY
From time to time our staff may take photos, videos and other forms of recorded media of your pet(s). You understand and agree that Waggy Walky’s LLC and Waggy Walky’s staff members/affiliates may use, post, upload, share, and/or store these forms of media to their own social media, internet, marketing/promotional campaigns, etc. In addition, we may use this media to not only provide information to you as a client, but also to assist Waggy Walkys LLC in quality control and safety activities for the company.
HOUSE CLEANLINESS POLICY
Waggy Walkys, LLC will clean up after your pets to the best of our ability. Please inform us of the designated area for the appropriate cleaning supplies. If there are accidents above and beyond the normal amount anticipated, Waggy Walkys, LLC will charge a reasonable fee ($10 per visit) for cleanup time.
THERMOSTAT POLICY
Please leave your thermostat settings within a normal comfortable range (68-78°F). If the house temperature is outside of this range, Waggy Walkys, LLC may adjust the thermostat. This is to ensure the health and comfort of your pets and Waggy Walkys, LLC during our time of service.
DISCLAIMER & RELEASE
The utmost care will be given in watching your pet(s) while you are away.
Generally. Due to the extreme unpredictability of animals, you will not hold Waggy Walkys LLC, its owners, agents, independent contractors, and representatives responsible for any accidents of any unusual or extraordinary nature. (i.e. biting, damage to furniture, bedding, floor surfaces, scratching of doors, accidental death, etc.). Administration of Medications. You will not hold Waggy Walkys LLC, its owners, agents, independent contractors, and representatives responsible for any complications when administering medications to the pets(s). Dogs with Access to Outdoors. You will not hold Waggy Walkys LLC liable for injury, disappearance, death, or fines of pet(s) that have access to the outdoors. Death and Injury. You agree to hold us harmless in cases of pet injury or death unless it is due to our gross negligence or willful misconduct.
Reservation of Right. Waggy Walkys LLC and any of its representatives reserve the right to not accept a job from a client for any reason and or discontinue any of our services for any reason. Injuries Caused by Your Dog. If your dog or pet bites or injures one of our pet care staff or a third party, you shall be responsible for any associated medical bills and you agree to hold Waggy Walkys LLC harmless against any and all claims or expenses in such situations. Owner’s Failure to Cover. If you fail to cover any medical bill or other cost resulting from an injury caused by your dog, Waggy Walkys LLC may pay those costs. If Waggy Walkys LLC pays those costs on your behalf, you will be responsible for reimbursing Waggy Walkys LLC for those costs. Enforcement. If you fail to reimburse Waggy Walkys LLC for the costs described above, Waggy Walkys LLC may bring a lawsuit against you to recover those costs. Waggy Walkys LLC will be entitled to the costs of a lawsuit as well as attorney’s fees if it prevails in such a lawsuit. For these purposes, you agree to consent to the jurisdiction of a court in the Commonwealth of Virginia, and to Arlington County as the appropriate venue for a lawsuit filed to enforce this section.
If your dog has any history of aggression to humans or other animals you must notify management and your pet sitter(s) right away, also updating your online profile in the applicable sections with this information. We may decline to offer services if your dog has a history of aggression to animals or humans. You agree that you have a duty to truthfully update any information, including, and especially, any information related to aggression toward people or other dogs. These policies are subject to change without notice, so please review periodically for updates.
