POLICIES AND FAQ'S

Golden Leash Pet Care Policies

To provide the best possible care for our client's pets, we enforce the following policies.

We believe that these policies act in the best interest of our clients and the Golden Leash Pet Care team members.


Initial Consultation

The initial consultation process begins with a phone call to discuss your pet care needs and schedule. Subsequently, a scheduled meet and greet will take place in your home, unless otherwise specified differently for boarding services with our independent contractors. We also offer the option of virtual meet and greets. This meet and greet allows us to meet your pets, become familiar with their routines, and address any specific care instructions or concerns you may have.

If a client requires a second meet and greet before the start date of service—whether to allow the sitter to become reacquainted with the pets, to learn new routines, or to discuss medical routines—a $25 fee will be applied for the additional meet and greet.


Booking Services, Late Booking Fees & Payments

Clients are encouraged to book services in advance to ensure availability. Last-minute bookings (less than 48 hours before the desired service date and time) may incur a late booking fee. Payment for services is due 24 hours before the service begins or as otherwise arranged. We accept various payment methods, including credit/debit cards and Apple Pay. Invoices will be provided for all transactions. Clients using daily dog walking services will be billed bi-weekly for the total number of walks completed during that period.


Cancellations & No Shows

We understand that plans may change, and sometimes cancellations are necessary. To ensure smooth scheduling and avoid inconvenience to our pet sitters, we kindly request that you cancel any scheduled services at least 24 hours in advance.

For cancellations made within 24 hours of the scheduled service, a $25 cancellation fee will be charged. We believe this fee is fair, as it compensates our pet sitters for their time and helps us maintain the quality of service for all clients.

In the event of a no-show, if a pet care specialist arrives for a scheduled service and is turned away or the pet is not home, the full service charge will incur for the sitter's time.

Why Do We Enforce a Cancellation Policy?

Cancellation policies are put into effect to protect the customer and the business and ensure they are mutually committed to the transaction. Additionally, it allows the company to adequately and efficiently schedule its staff for services. Cancellation fees are shared between the business and your pet sitter, who count on the income from the booking. Often, our sitters plan their vacations or family time around client schedules. The fee is strictly enforced to repay our staff for their dedication to their job. The client can always refuse to pay it. However, we will no longer accept bookings moving forward if that occurs. We want clients who respect us as much as we respect them, their pets, and their homes.


Online Reservations & Profile

Our super convenient online scheduling system and pet sitting app make it easy for you to request and manage your pet sitting visits. To book visits, you must use the online scheduling system to maintain clear communication and organization. It is your responsibility to keep your profiles up to date as our pet sitters refer to them to care for your animals according to your specifications. If you need to cancel a visit, you must either cancel through the client portal, email, or by calling the office. We do not accept cancellations through text—no exceptions. Cancellations must be made through our app or client portal on our site to ensure proper communication and scheduling adjustments.


Friends & Family Access

We understand that you may have friends and family who may need access to your home while our pet sitters are providing care. However, we kindly request that unauthorized access is avoided during our service hours. Our insurance policy does not permit such situations, and we take the safety and security of your pets and property seriously. If someone enters your home while our pet sitter is present, we will promptly notify you and take appropriate action to ensure the safety of your pets and property. We appreciate your understanding and cooperation in maintaining a secure environment for your beloved pets.


Minimum Requirement for Visits

To ensure the well-being of your pets, we recommend a minimum of 3 daily visits for pet sitting services. However, we understand that each pet's needs may vary, so we accept a minimum of 2 daily visits. These visits should not exceed 12 hours apart to ensure adequate care and attention for your pets. Our goal is to provide the highest level of care and comfort for your furry friends, and we encourage open communication to tailor our services to meet their individual needs.


Holidays

Payment in full is due to book services on these dates. For services canceled one week before the start date of the holidays, the client will be charged 50% of the amount due—no exceptions. Early returns and late departures will not be refunded in most cases. Additionally, there is a $10 surcharge for select services provided on major holidays. These services include happy cat care, pet sitting, boarding, overnight care, and live-in care services.

Below is a list of the holidays that will incur a $10 surcharge:


Frequently Asked Questions

Let's save you more time. Leave the pet care to us.

How much notice do you need to schedule future services?

We appreciate advance notice to ensure availability for your pet care needs. While we strive to accommodate last-minute requests, we recommend scheduling services at least 48 hours in advance to secure your preferred dates and times.

Do I need to give you the keys to my home?

We recommend providing keys or a digital lock code for seamless pet care services. Your security is our priority—we use secure key management in our software and ensure your information remains confidential within our company.

How will I be billed?

We accept payments via debit and credit cards, as well as Apple Pay for your convenience. All services require payment 24 hours before the scheduled service begins. For dog walking services, billing is done on a bi-weekly basis.

You will receive communication via email regarding your service details, and invoices will be accessible through your client portal for easy reference.

What happens if my return travel is extended or delayed?

If your return travel is extended or delayed, please inform us as soon as possible. We will do our best to accommodate the change in schedule and continue providing care for your pets until your return. Additional charges may apply for extended services, which will be communicated to you promptly.

Do you have references?

We would be more than happy to provide references upon request.

What happens if I have an emergency and I need to travel suddenly?

In case of an emergency requiring sudden travel, please contact us immediately. We understand that unexpected situations can arise, and we'll strive to accommodate your needs as quickly as possible. Our team will work diligently to arrange pet care services for your furry companions during your absence.

Will the same pet sitter care for my pet(s) during each visit?

We do our best to keep the same sitter for each visit to give your pets consistency and familiarity. But sometimes, another trained team member might step in due to scheduling or emergencies. If there's ever a change, we'll let you know before your pet's next visit.

 What happens if I am away and there are severe weather issues?

We encourage all of our clients to have a contingency plan in place should an emergency occur, such as a storm, power outage, tornado, etc. While we prioritize the safety of your pets, in the unlikely event of a catastrophic event, Golden Leash Pet Care representatives will not stay in a client's home under any circumstances. Therefore, we recommend having a plan in place as we cannot guarantee evacuating your pets during such circumstances. Our team is committed to providing the best care possible, and we will communicate with you to ensure the safety and well-being of your beloved pets.