Visit Requests and Cancellations
All visit requests and cancellations must be made through your client portal or directly with our office. Please do not contact sitters directly, as they often do not have access to the full schedule. Many visits remain in an unassigned queue until assigned, so sitters may not know their availability.
Last-Minute Service Requests
We understand that unexpected needs may arise, and we’ll always do our best to help. However, visits requested with less than 24 hours’ notice will incur a $5 Priority Scheduling Fee in addition to the cost of the visit. Please note that last-minute requests are not guaranteed, as sitter availability may be limited due to days off or fully booked schedules. Advance scheduling is strongly encouraged to ensure your pets receive care when needed.
Cancellation Policy – Effective Immediately
While we understand that plans can change, last-minute cancellations impact sitter income, limit availability for other families, and affect our company’s ability to operate smoothly. To ensure fairness and consistency, we are implementing the following policy:
Daily Pet Sitting Visits & Dog Walks
• Cancellations must be made by 5:00 PM the evening before the scheduled service.
• Same-day cancellations (after 5:00 PM the night before) will incur a $20 cancellation fee. This fee will be invoiced and must be paid prior to booking future services.
• Frequent short-notice cancellations: After three same-day or late cancellations, clients will be required to prepay for future visits, which will be non-refundable.
Pet Sitting (Multi-Day or Vacation Care)
• Cancellations made less than 48 hours before the scheduled start time will be charged in full, plus any applicable short-notice booking fees.
• Visits beyond the 48-hour window will be canceled at no charge.
Example: If you have a pet sit scheduled Monday–Friday and cancel on Sunday night, you will still be charged for Monday and Tuesday, but Wednesday–Friday would be canceled without charge.
Overnight Care
Because of the limited availability and high demand for overnights:
• Cancellations made with less than 30 days’ notice will incur a $50 per night cancellation fee, regardless of the reason.
• For overnight bookings of two or more nights, we kindly require a $100 non-refundable deposit. While this deposit cannot be applied to future visits if you need to cancel, it will be credited toward your pet sitting invoice, helping to secure your sitter and reservation.
Weather & Unforeseen Circumstances
We understand that some situations are beyond anyone’s control—such as severe weather conditions, Illness, Vehicle problems or dangerous conditions like subzero temperatures and storms. In these cases, you may cancel without being charged a cancellation fee, provided these cancellations are occasional and not recurring. Each situation will be reviewed on a case-by-case basis, with our top priority being the safety of your pets, our sitters, and your family. We kindly ask that cancellations under these circumstances are communicated as soon as possible so we can adjust the schedule accordingly.
Why This Matters
Our sitters depend on pet sitting and dog walking visits for their income, and our company relies on a consistent schedule to operate efficiently. When visits or overnights are canceled last-minute—or requested at the very last minute—it directly impacts paychecks and availability for other families. These policies allow us to continue providing the dependable, loving care your pets deserve.
If you have any questions about this policy or believe your situation requires special consideration, please don’t hesitate to reach out. We always want to work with you while ensuring fairness across the board.
Thank you so much for your understanding and continued trust in us to care for your beloved pets.