Office Hours
Our regular office hours are Monday-Friday from 9:30am to 4pm. The office is closed on weekends and all of the holidays listed below. Messages are periodically monitored for emergencies when the office is closed. All non-emergent messages received when the office is closed will be responded to on the following business day.
Rates & Fees
All of our rates and fees can be accessed through our websites.
www.iheartwalkies.com/services
Holiday Surcharge Fees (Per Visit)
- Recurring services will NOT be auto-scheduled on any holiday that is associated with a $15 holiday surcharge. Should service be desired on one of those dates, it must specifically be requested, and is subject to availability and applicable fees.
New Year’s Day, January 1st / $15 - Martin Luther King Day, 3rd Monday in January / $15
- President’s Day, 3rd Monday in February / $15
- Easter / $15
- Memorial Day, last Monday in May / $15
- Independence Day, 4th of July / $15
- Labor Day, 1st Monday in September / $15
- Thanksgiving Day, 4th Thursday in November / $15
- Christmas Eve / $15
- Christmas Day / $15
- New Year’s Eve / $15
Weekend & Evening Surcharge Fees
Early Morning & Late Evening Visit Fees
There is a $1.99 additional fee for each scheduled early morning visit (6-8am) and each late evening visit (6-8pm)
Administration Fees
In order to keep our overall rates and charges low, provide “the extras” and maintain our excellent service, a 5% Administration Fee is added to every invoice to cover a portion of business costs. These costs include, but are not limited to: providing our sitters with employee benefits (workman’s comp and paid time off), our liability and bonding policy, insurance(s), tax liabilities, sitter vetting and orientation programs, background checks etc.
Last Minute Service Fee
Sometimes emergencies happen, or we forget to book! – Our goal is to help you when you need it most, even at the last minute. We will do our best, jump through hoops and really try to accommodate your last minute needs, if we can, we will!
***An additional fee of $25 will be added to your visit request if made in under 24hrs after business hours & Fridays, Saturdays, Sundays & Holidays***.
Registration Fee
A one-time $15.00 fee will be charged for processing all new clients. This fee is non-refundable. This fee is added into your first service order invoice. Clients and prospects that schedule and receive a registration meeting and do not book service are still required to submit and complete payment for registration meeting.
Payment
Payment is due in advance of service, and confirms it. Walkies/TCP accepts payment via credit card through PayPal. A link is provided at the bottom of each invoice.
Payment Process
We will email your itemized and detailed service order for your review. You can then let us know if any changes need to be made to the order. Payment is due PRIOR to start of service (BEFORE the first visit date on each invoice.) Reservations are not considered confirmed until payment is received in full.
Refunds
We do not issue refunds, but we will credit your account for any cancelled visits that adhere to our policy (please see our cancellation policy below.) Credits expire after 6 months.
Reservations
Your reservation is only confirmed when you have received a final invoice/confirmation via e-mail. To make a reservation, you may use our on-line scheduling system, send us an email or call the office at 215-806-2945. Messages left are NOT considered confirmations.
Availability
Monthly clients who schedule midday walks receive a reserved time slot, and are guaranteed availability for weekday, midday walks. All other services are available on a first come, first served basis, and availability is not guaranteed. Though we try our best to accommodate all of our clients needs, we suggest booking in advance especially during summer and winter holidays as we book up quickly.
Cancellation Policy
Cancellation policy applies to ALL service requests, regardless of request notice (for example, if a walk is requested, booked canceled same day, the cancellation policy applies.)
NON-HOLIDAY DOG WALKS & CAT VISITS
Cancellations must be made 48 hours notice from start of service.
This includes last minute service. We try to accommodate last minute cat visits and walks - we can not credit them.
Example: If your service is set to begin on the 15th, notice must be given by the 13th
Cancellations due to delayed departure or early return from travel will NOT be credited
OVERNIGHT SERVICE
7 days notice from start of service
***HOLIDAY*** NOVEMBER 1ST THROUGH JANUARY 7 & MEMORIAL DAY THROUGH LABOR DAY
Cancellations MUST be made 7 days PRIOR to start of service
Visit Hours
Walkies and The Cat Peeps do NOT give exact times for visits. Visits are provided within the window of service requested (outlined below.) If you would prefer an “earlier” or “later” window, your sitter will do their best to accommodate. Times requested in online service requests are noted as morning, midday or evening only, NOT the specific time. If you would like to reserve a specific time please contact the office, and we will do our best to accommodate your request.
***$5 will be added to the cost of each visit reserved with a specific visit time.***
Early AM visits occur between the hours of 6am and 8am
Morning visits occur between the hours of 8am and 11am
Mid Day Walks occur between 11am and 3pm
Afternoon walks occur between 3pm and 6pm
Evening visits occur between 6pm and 8pm
Shared Pet Care
We understand that your friends and families may want to check in on your pets while you are gone, however, our policy is to not provide “shared” pet care with outside services, friends, family etc. due to restrictions set for by our liability insurance. This policy is in place should anything happen with your house, or worse, something with your pet(s) while they are in care of your friends, or while someone other than us was in your home. Walkies, LLC could be held liable, even if we were not responsible.
We will NOT provide service for pets in conjunction with another party. If we arrive at your home and there is an unexpected person in your home, we will leave the premises, and report our finding to the local authorities if necessary. Additionally, Walkies is not responsible for any damages incurred to or in your home or to your pet during any time period that anyone other than Walkies, LLC has access to your home.
Keys
Walkies requires 2 sets of keys: 1 copy for the assigned sitter and one copy for the office as back-up. We ask that you give the keys to your assigned sitter at your registration meeting. ANY other time for the sitter to pick up or drop off keys is a $10 charge each way (pick up and/or drop off.)
Client assumes responsibility of notifying assigned sitter and the office of ANY changes of keys, locks or codes
Client ensures that assigned sitter AND Walkies office has current, usable and active keys and codes at all times.
Client MUST notify office of any changes to keys, locks or codes
Client releases Walkies from any and all liabilities and expense related to locksmith fees to gain access to their home resulting from client’s failure to comply with the above stated key policies
Keys on File: a client provides two sets of keys to their sitter at the time of their registration meeting – one set for sitter to use, one backup set for the office, both of which are retained unless we are instructed otherwise ***2 set of keys must be provided to your assigned sitter at registration meeting. Should the sitter need to come back to pick keys up at a later time, a $10 fee will be added to your invoice.
Concierge: the front desk of your building holds your keys, which we pick up and drop off after each service
Lockbox: a client’s keys are kept in a lockbox affixed to their property. If client prefers this option, client will provide a lockbox for Walkies and/or The Cat Peeps
Keyless Entry: a client provides their sitter and the office with a code to access their property via a keypad/keyless options. ***Back-up key location must be provided in the event of power or battery failure
Key Service: a client provides two sets of keys to the sitter at the time of their registration meeting, both of which are dropped off to the client by their sitter after their service ($10 key service fee applies.)
PLEASE NOTE: we do not have a brick & mortar office location, thus, do not have a location for clients to either pick up or drop off their keys. If you wish to have your keys returned after your service or require a key pickup before your next service, our only option is for your sitter to come to you. We do have a $10 key service fee for any and all necessary key pickups or drop offs, with the exception of the initial key pickup at the time of your registration meeting.
Secured Areas
It is the client’s sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to keep the pet inside or away from any ‘forbidden’ areas. The pet sitter does not assume and has no liability for any injuries the pet may sustain while in its own home.
“Share Care”/Unsecured Pets
Share Care: Walkies and The Cat Peeps are not able to provide care in conjunction with any third party (for example, a client goes on vacation and requests that we feed her cats in the morning, and a friend feeds them in the evening, or that we feed her cats every other day, and a friend feeds them on the days that we do not provide care.)
Outdoor Animals: Walkies and/or The Cat Peeps provides care to indoor-only pets, and we are not able to provide care of any kind to strays or wildlife, or in any situation where an animal is not inside a client’s residence.
Walkies and/or The Cat Peeps will NOT care for unsecured pets. This means outdoor cats or dogs.
Special Needs Addendum
Walkies/TCP will NOT provide a “back-up” sitter from our team to our clients with “special needs” pets should client’s assigned sitter be unavailable, but clients will be notified in advance of any dates that their assigned sitter is unavailable. Client and Walkies will determine the best coverage option to protect client, client’s pet(s), and client’s home.
Climate Clause
Walkies and The Cat Peeps reserve the right to adjust the thermostat, close/open windows (as long as it remains safe and secure), turn air conditioner on/off or etc. in ALL of our client’s homes if our sitters feel the climate is posing a health risk to your pet(s) in our care. We will notify if any of the adjustments are made.
Safe Access
It is the pet owner’s responsibility to provide safe access to their home (for example, shoveling their sidewalks, steps and porch.)
