Thank you for your interests!
A “meet and greet” session is required prior to starting services. This relationship building time allows us for the opportunity for us to better understand your daily routines and activity trends, discuss the can Do's and Do not's. "Get to know us sessions" are scheduled Monday through Friday during normal business hours, and Monday through Thursday into the early evening, subject to staff availability. This visit includes 2 professional caregivers. One caregiver is your primary and the other is an assistant or emergency back up. Please allow about 45 minutes for one dog or dog/cat combo. Additional time would be set aside for the session if you have multiple pets.
if something happens and we have to cancel /add mid-day visits?
cancellations for the final reserved dates are charged only half for the
visits. Once we are close to dates we cannot always fill in with last minute
reservations. We telecommute and schedule accordingly.
If you need a last-minute visit (added the day of), a double fee last-minute charge will be added to the normal charge for the visit. We will do our best to accommodate, but not guaranteed we can shift other client obligations. It’s best to schedule a cushion and receive a half credit for the cancel if need be. "Tentative" visits are not considered scheduled until we get positive confirmation from you.
How would we schedule Mid Day visits? - Our clients schedule walks in the last week of the month for the following month. We ask that schedules be at least 7 days prior to the 1st day of the month so we can effectively coordinate care for not only your special friend(s), but also for all our clients. Clients are billed at the beginning of each month. (Unless you reserved Pet Sitting dates, then it would be half refund, or gratis for unused appointments.)
What if we had to cancel a Mid Day visit? - If you need to cancel a scheduled visit, we require 24 hour notice before the visit. Requests can be made via phone, email or text to your primary caregiver. Cancellations requested the day of the walk will incur a cancellation charge equal to the fee of half the cancelled visit(s) and will be credited to the next months invoice. If walk is cancelled minutes before arriving it is treated as a regular appointment. Sick days and severe weather call offs are credited 100% to the next month’s schedule or refunded if no longer in need.
How do I pay for Mid Day Let Out Assignments - Dog Gone It accepts Visa, Discover, American Express, MasterCard, cash and checks. We have a secure PayPal payment button on-line at www.doggoneitpetcare.net. Please note there is a $30.00 charge for all returned checks. Our as-needed clients leave a check or secure payment on line prior to the time of the visit, and paid receipts are left for the amount paid while on assignment. If you are a regular dog walking client payments are due by the first week of the month after confirmation of dates on our end. We pay our staff twice a month out of escrow funds. Any balances or credits resulting from added or canceled walks will be applied to the following month’s invoice.
What would you do if there was an emergency? Our office team is there to support the walkers in any type of scenario. We have staff members who support the walkers. Walkers are instructed to call the office team at the first sign of any problem or emergency. Our office team always contacts clients by phone and email if there is a medical concern about the dog or if another emergency arises. We also collect up to 2 emergency contacts for each client so we know who to contact in the event that you cannot be reached in an emergency. We have every dog’s vet information on file and an emergency release form. If your special pet is in a life-threatening situation we would transport him/her to the nearest vet, utilize Mobile Vet Services (whichever were closer) and would continue to call the owners until they were reached.
Do we need to give you keys? Yes definitely! - At least one working house key must be provided before or on first visit. One stays with your personal caregiver and the garage code and/or other key stays in a lock box at home office in case an emergency should ever arise (power outage/caregiver ill). Should you need a quick visit from us to pick up/drop off a key there is a $5 surcharge on each separate trip.
Does your company have Walker Sick Days and Vacation Days? - Occasionally, our walkers do get sick or request time off. We will always let you know that your walker has requested time off and try to arrange for another Dog Gone It staff member to walk your dog. All of our staff members are bonded and insured through the company, and will always have a copy of your dog’s profile sheet so that he or she can keep the routine consistent and give your dog a great visit. We never have a stranger in your home. When another caregiver may be filling in you will have an opportunity for a quick meet n greet session with the person who will be taking care of your special pet. The regular cancellation and scheduling policies still apply.
What are considered holidays? Dog Gone It is closed for mid day let out and walk assignments on the following holiday days: New Year’s Eve, New Year’s Day, Martin Luther King Jr. Day, President’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Day After Thanksgiving (Friday), Christmas Eve and Christmas Day. If walks are needed they are deemed as pet sitting visits on those dates. Pet sitting clients accrue double fee each visit scheduled to their regular rate only on these 12 holiday dates.
Do you have an Aggressive Dog Policy? - Dog Gone It cannot care for aggressive dogs or dogs with a history of biting. We reserve the right to refuse or terminate services for a pet that we deem as being a danger to our walkers. We do however would like to know your situation so that we may be able to recommend a solution or refer a local dog trainer. We would know if we felt uncomfortable during our “Get to know us session”.
What is your Inclement Weather/Natural Disaster policy? - If Dick Goddard and the federal government or public schools in your district are closed due to inclement weather, you can call us by 9:00 AM the day of the visit to cancel the walk without charge. If we wouldn’t hear from you we would go about schedule. Dog Gone It will make all reasonable attempts to drive safely to your home and care for your pets as soon as possible in inclement weather. However, we strongly recommend that you give a house key to a trustworthy neighbor in case roads are closed, dangerous or impassable due to ice, snow, floods, etc. Dog Gone It reserves the right to cancel visits if walkers are unable to safely reach your home. The dog walking service schedule may be changed, interrupted, altered or cancelled due to circumstances. Pet sitting clients will be made first priority for scheduled visits and may be encumbered by weather, and we promise to let out to your companions close to on time. You would be alerted if we are expecting delays.
Why do you require that cancellations be made by 9:00 AM the day before the visit? We pride ourselves in being not only client-focused but also staff-focused. We strive to respect our walkers’ time and to provide a great place to work. Therefore, we require all cancellation requests to be made by 9:00 AM the day before the walk in order to allow us to schedule other “get to know us sessions” if applicable or assist another family with our mid day visits.
What happens if my walker/pet sitter gets sick or goes on vacation? Does my dog still get a walk?We will always try to have coverage in case your primary caregiver has requested time away. We want to ensure that someone is there to walk your dog at the dates you have specified. We would alert you to any time is requested off so we can arrange a get to know us session with fill in caregiver.
Are you insured or bonded? Yes, we are both. We carry a $1,000,000 policy through Business Insurers of the Carolina's that protects not only your pet(s) and keys, but also your property. We also carry a $5,000 service bond through Barlow Insurance in Strongsville plus a $10,000 in-home infidelity bond.
Why don’t you offer group walks? We feel that offering private walks allows us to focus all of our attention on the dog in our care. When you walk more than 3 dogs at once(unless they are a pack), it is impossible to keep track of every dog’s behavior, what they are eating off the ground, if they have any medical issues, not to mention picking up poop. Having just the dogs in one household enables us to tailor the routine to that dog(s) needs and preferences. It also allows us to take the time to provide a detailed update about the dog’s visit and give him the love and personal attention it deserves!
How do I know when my pet was visited? Our walker’s txt/Email quick notes after each visit that includes a picture (or two because we sometimes just can’t help it!), a few sentences about how the walk went and whether or not your dog(s) did his or her business. This is the best way for the walker to communicate how the walks are going. We often hear that the picture of their happy dog(s) makes their day more enjoyable.
How do I know that the walker is always following instructions with my pet? You give our walkers a detailed profile for that includes all information about the routine, including location of supplies, emergency contacts, and a list that details how the visit should be completed. We do random spot-checks on our walkers to ensure that they are following the routines and walking for the full time our clients sign up for.