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Top Questions

Cancellation Policy

Cancellation policies are determined by the service scheduling type (Recurring or Ad Hoc).

 

The cancellation policy for Recurring services is as follows:

The cancellation deadline for recurring services is 7:00 PM on the day before your scheduled visit. If you cancel past the deadline, a cancellation fee of $15 is applied.

If you cancel within three (3) hours of the start of your service arrival time window, send a Team Member away during arrival for a scheduled service, if we cannot gain access to your property, or cannot find your pet, a cancellation fee equal to the full price of the service booking is applied. 

 

The cancellation policy for Ad Hoc services is as follows:

The loose nature of Ad Hoc services grants our clientele lots of flexibility. However, if an Ad Hoc obligation is placed on our calendar, we expect to fulfill the service order. An automatic cancellation fee is applied to all ad hoc service cancellations equal to the full price of the booking.

 

A "Pet Not Found" fee will be applied if one of our team members is sent away, cannot gain access to your home, or cannot find your pet. Full service rates apply.

Multi-Family Housing Policy

We do not provide services to multi-family housing addresses, except for garden-style multi-family buildings or accessory dwelling units (ADUs).

Our service uses large transit vans that are specially outfitted to transport dogs. Due to the size of these vans and the nature of our pick-up and drop-off model, we face challenges when working with managed multi-family complexes. 

 

These challenges include:

 

  • Pick-Up/Drop-Off Logistics: Managing smooth and timely pick-up and drop-off operations in these environments can be tricky due to check-in desks, congestion, space limitations, and parking restrictions.

  • Elevator and Multi-Floor Issues: Navigating elevators and multiple floors presents additional complications, as our vans are not designed to enter these areas, and retrieving dogs from different floors is logistically challenging.

 

For these reasons, our service is best suited for single-family residential homes, row homes, or buildings with easier access and more direct pick-up/drop-off options.

Vaccination Policy

We require all clients to upload proof of an up-to-date rabies and Bordetella vaccination in Time To Pet. This ensures the safety and well-being of all pets in our care.

Spay and Neuter Policy

We accept unaltered puppies on a case-by-case basis and require all dogs to be spayed or neutered by 16 months of age. This policy helps maintain a safe and positive environment for all dogs in our care.

Why Do I Have to Apply to Become a Client?

Your dog’s safety is our number one priority.

To ensure the safety of all dogs who use our services, we have a strict client application process in place. We do not onboard dogs who appear unsafe or unsuitable for our services.

Do You Require a Commitment to Book Services?

We do not require a minimum booking commitment to use our services.

How Long Are Walks?

Time

Our walks last 30-35 minutes.

Distance

Though we cannot guarantee exact distances, we try to walk approximately 1-2 miles per walk.

Total Visit Time

Total visit time is different than total walk time because we must account for transportation. Visit times vary based on the order of pick-up and drop-off, with the average visit lasting approximately 60 minutes.

How Many Dogs Walk Simultaneously?

Our group walks consist of 2-6 dogs, depending on the location of the walk.

We walk dogs of all breeds, ages, and sizes and align groups based on age, size, and temperament. For example, we do not pair Chihuahuas with Great Danes.

Do You Perform Off-Leash Dog-Walking Services?

We neither perform off-leash dog-walking activities nor attend dog parks while working with our clients.

Can You Provide Feeding and Administer Medication?

We provide feeding and administer oral medications upon reasonable request. Unfortunately, we cannot wait for extended periods of time while Fido finishes his meal. We require all clients feeding their pets table, raw, and wet foods to pre-prep meals.

Do You Have a Cell Phone Usage Policy?

To fulfill our commitment to your pets' safety, we implement a strict, hands-free cell phone policy while our team members handle your pet. Our staff members are advised to use one earbud at all times in case an emergency arises.

Time To Pet

What Is Time To Pet?

Time To Pet is a cloud-based, pet-care-focused business management platform. We use Time To Pet to streamline processes within our business and deliver high-quality service to our clients.

Time To Pet handles all:

  • Bookings
  • Communications
  • Visit report cards
  • Invoicing
  • Billing
  • Pet info
  • Vet records

Time To Pet Question?

To find the answer to a Time To Pet client portal question, click here. To find the answer to a Time To Pet mobile application question, click here.

Scheduling Services

What Are Recurring Services?

Recurring

Recurring service is set up regularly, at set intervals, such as daily or weekly, and is scheduled in your assigned three-hour arrival time window. Your recurring schedule auto-populates each billing cycle on our company calendar unless you indicate a cancellation or change request. Please contact our management team in the client portal to set up a recurring walk schedule.

 

Below are several examples of a recurring service schedule:

 

  • Monday through Friday schedule with an arrival time window of 9 AM - 12 PM
  • Every Tuesday, Wednesday, and Thursday, with an arrival time window of 12 - 3 PM.
  • There are two walks every Tuesday, with the first walk occurring between 8 and 11 AM and the second walk occurring between 2 and 5 PM.

What Are Ad Hoc Services?

Ad Hoc

 

Ad hoc service schedules refer to non-recurring or irregular pet care schedules. At the beginning of each day, we create our group walk schedule and route plan based on dog temperament, client proximity, and assigned arrival time windows. We are flexible on which days of the week ad hoc clients book services. However, we require all clients to book ad hoc services within their three-hour arrival window.

 

We send a scheduling inquiry email each Sunday at 8 AM to remind our ad hoc clients to schedule their upcoming weekly pet care needs. Please respond to our weekly scheduling inquiry email or use the self-service booking tool in the client portal to set up ad hoc services.

What's the Difference Between Recurring & Ad Hoc Services?

Aside from how services are scheduled, the primary differences between ad hoc and recurring services are:

 

  1. Priority Scheduling – Recurring services are prioritized in our scheduling process, ensuring consistent and reliable service. In contrast, ad hoc services are scheduled on a first-come, first-served basis, depending on availability.

  2. Cancellation Policy – Ad hoc services are subject to full-rate cancellation fees if canceled after booking. Recurring services are subject to more flexible cancellation terms. Cancellation fees are not applied if the cancellation request is received by 7 PM on the day before scheduled services.

What Are Hybrid Services?

Hybrid Services

 

A hybrid schedule refers to a client that supplements their recurring walk schedule with ad hoc needs. 

 

Below is an example of a hybrid service schedule:

 

  • Monday through Friday group walk schedule with an arrival time window of 9 AM - 12 PM, but because you have a work trip this week, you also need a 2 - 5 PM group walk on Tuesday, Wednesday, and Thursday.

How Do I Book Services?

All bookings are handled in the client portal. Recurring bookings are placed by writing to our management team in the Conversation tab, whereas ad hoc bookings are placed using the self-service booking tool.

 

We apply a $5 Last Minute Service Request fee for all bookings placed after 7 PM the night before scheduled service.

 

We reserve the right to decline service orders and operate on a first-come, first-served basis. However, we are known for consistency and reliability, and we highly encourage you to reach out for help regardless of your situation.

How Long Are Your Arrival Time Windows?

All services are scheduled in three-hour arrival time windows. Due to the general nature of pet care, we cannot guarantee strict arrival times, which is why we schedule service orders in arrival window time blocks. 

Will I Receive a Confirmation Once My Service Order Is Approved or Denied?

Once your service order is reviewed by our team, you will receive an email confirming the status of your request, whether approved or denied.

How Do I Modify or Cancel a Service Order?

For instructions on how to modify or cancel a service order, please visit the following link:

Requesting Changes To Services (TimeToPet.com)

Do You Provide Services Rain or Shine?

Our services are available rain or shine.

 

To ensure the safety of your pet and our staff, we reserve the right to shorten walk times and cancel services during extreme temperatures and inclement weather such as hail, heavy snow, and severe storms. Fees remain in place during conditions out of our control.

Do You Provide Services on Government Holidays?

We are closed on all federal holidays.

Hours of Operation

Our service hours are from 7:00 AM to 7:00 PM, Monday through Friday.

 

Our office hours are from 7:00 AM to 7:00 PM, Monday through Friday, and from 5:00 to 7:00 PM on Sundays. On-site visits are by appointment only; walk-ins are not accepted.

Billing

What Are Your Billing Terms?

We issue invoices via email bi-monthly.

 

Services rendered from the 1st through the 15th are invoiced on the 16th day of each month. Services rendered from the 16th through the last day of the month are billed on the 1st day of the next month. Our billing terms are Net 5.

 

For example, invoices for services rendered between January 1st and January 15th are emailed on January 16th and due on January 21st. Invoices for services rendered between January 16th and January 31st are emailed on February 1st and are due by February 5th.

 

Payments are considered late if they are not received by the due date on your invoice. Late fees apply and are assessed on a per-billing-period basis.

 

There is a 10-day grace period before late fees are applied, and you'll receive one courtesy "past due" notice during that time. Accounts that are more than 30 days past due will be suspended from booking services until outstanding payments are collected.

 

A $35 fee is applied for all declined credit card transactions.

What Methods of Payment Do You Accept?

We accept ACH payments.

 

We also accept all major credit cards. A 3.5% credit card processing fee applies. All credit card invoices must be approved in writing, and payment will be submitted by our office manager on your behalf.

Can I Pay with Cash or Check?

We do not accept payments in cash or check.

Where Can I View and Pay My Invoices?

For instructions on how to view and pay invoices, please visit:

Invoices (TimeToPet.com)

How Can I Enroll In Autopay?

To enroll in autopay, please send our management team a message via the Time To Pet client portal.

How Do I Add a Bank Account for ACH Payments?

Log in to the portal from a web browser (not the mobile application), click Invoices, click Payment Methods, and the portal will prompt you to add a bank account.

 

Extra Pets and Shared Care

What Is an Extra Pet?

An extra pet is a pet that is owned by you and a permanent fixture in your household.

 

In the event you have an extra pet, we will provide all requested services for that pet provided it is well behaved and meets our temperament and size requirements.

How Are Extra Pets Billed?

Our Extra Pet fee is $15. We limit each client to one Extra Pet fee. If your needs exceed one extra pet, we require full price per service requested per extra pet.

 

Please note that pets from the same household can sometimes transfer behaviors such as playfulness, overexcitement, jealousy, and aggression into group dog-walking activities. These dynamics could lead to unsafe conditions for other clients. If we deem that pets from the same household cannot safely walk in the same group simultaneously, we reserve the right to walk each pet in separate groups and will inform you beforehand. Pets required to walk in separate groups will be billed for the full price of services per pet.

What Is a Guest Pet?

A guest pet is a pet that isn’t owned by you or another client of ours but is staying with you temporarily.

 

In the event you have a guest pet staying with you, we will provide all requested services for that pet provided it is well behaved and meets our temperament and size requirements.

How Are Guest Pets Billed?

We bill Guest Pets at the full price of services requested; thus, the Extra Pet Fee does not apply. However, if a guest pet hinders a team member from entering your home and providing services, you’ll still be billed in full.

What Is Shared Care?

Shared Care is defined as Fido Group sharing pet care duties and responsibilities with the friends, neighbors, and other third parties associated with a Fido Group client. Shared Care scenarios often arise when a client makes travel plans.

 

To minimize stressful situations for your pet(s), confusing situations for our staff, and to avoid accountability and liability issues, we reserve the right to decline Shared Care requests.

Policies

Cancellation Policy

Cancellation policies are determined by the service scheduling type (Recurring or Ad Hoc).

 

The cancellation policy for Recurring services is as follows:

The cancellation deadline for recurring services is 7:00 PM on the day before your scheduled visit. If you cancel past the deadline, a cancellation fee of $15 is applied.

If you cancel within three (3) hours of the start of your service arrival time window, send a Team Member away during arrival for a scheduled service, if we cannot gain access to your property, or cannot find your pet, a cancellation fee equal to the full price of the service booking is applied. 

 

The cancellation policy for Ad Hoc services is as follows:

The loose nature of Ad Hoc services grants our clientele lots of flexibility. However, if an Ad Hoc obligation is placed on our calendar, we expect to fulfill the service order. An automatic cancellation fee is applied to all ad hoc service cancellations equal to the full price of the booking.

 

A "Pet Not Found" fee will be applied if one of our team members is sent away, cannot gain access to your home, or cannot find your pet. Full service rates apply.

Vaccination Policy

We require all clients to upload proof of an up-to-date rabies and Bordetella vaccination in Time To Pet. This ensures the safety and well-being of all pets in our care.

Spay & Neuter Policy

We accept unaltered puppies on a case-by-case basis and require all dogs to be spayed or neutered by 16 months of age. This policy helps maintain a safe and positive environment for all dogs in our care.

Preventative Medication Policy

While we do not have a formal preventative medication policy, we strongly recommend the use of heartworm and flea and tick preventative medication.

Equipment Policy

We provide all necessary dog-walking equipment and use a standardized equipment list to create a setup tailored to your dog's needs at each visit. This ensures we maintain high cleanliness standards and create safe, consistent walking groups. Using our own equipment is a key part of how we keep your dog safe and comfortable.

Multi-Family Housing Policy

We do not provide services to multi-family housing addresses, except for garden-style multi-family buildings or accessory dwelling units (ADUs).

Our service uses large transit vans that are specially outfitted to transport dogs. Due to the size of these vans and the nature of our pick-up and drop-off model, we face challenges when working with managed multi-family complexes. 

 

These challenges include:

 

  • Pick-Up/Drop-Off Logistics: Managing smooth and timely pick-up and drop-off operations in these environments can be tricky due to check-in desks, congestion, space limitations, and parking restrictions.

  • Elevator and Multi-Floor Issues: Navigating elevators and multiple floors presents additional complications, as our vans are not designed to enter these areas, and retrieving dogs from different floors is logistically challenging.

 

For these reasons, our service is best suited for single-family residential homes, row homes, or buildings with easier access and more direct pick-up/drop-off options.

Service Area Policy

Our business is strategically designed for efficiency, and our service area is based on the city grid to support streamlined routing. If you live outside of this area but are still interested in working with us, we’re happy to try to accommodate your request. However, a routing fee equal to 25% of the booking cost will apply to account for the additional logistics involved.

Professionally Secured Residence Policy

All ambassadorial and professionally secured residences require an in-person pricing estimate.

Miscellaneous

Do You Allow Bystanders to Greet and Pet Fido?

Although we love showing off your dogs, we don’t let third parties touch, handle, or feed them.

Do You Provide Services to Dogs That Possess Potentially Dangerous and Dangerous Dog Registrations?

We do not provide services to dogs that possess Potentially Dangerous and Dangerous Dog Registrations with the District of Columbia.

Will My Dog Always Do Their Business on a Walk?

While we do our best to give your dog ample opportunities to relieve themselves during the walk, we can’t guarantee that they’ll “do their business” every time. Factors such as their routine, mood, health, or even the weather can influence their ability to go. As much as we’d love to have a magic button for this, it’s ultimately up to your pup! Rest assured, we’ll always provide them with the time and encouragement they need.

Do You Have Any Breed Restrictions?

While we love working with a variety of dog breeds, we do have breed limitations to ensure the safety and well-being of all dogs under our care. Unfortunately, we do not provide services to French Bulldogs, Pugs, or Boston Terriers due to specific health concerns related to their respiratory systems and physical characteristics. These breeds can sometimes have difficulty with our activities, and we prioritize their comfort and safety above all else.

Do You Offer GPS and Distance Tracking?

We do not offer GPS or distance tracking at this time.

Am I Required to Purchase New Dog-Walking Equipment?

We do not require new clients to purchase new dog-walking equipment initially.

 

We provide one complimentary harness and one complimentary leash when your dog passes Fido’s Exam. It is the client’s responsibility to keep the equipment Fido Group provides in safe and working condition.

 

If we need to replace damaged or broken equipment, the cost will be added to your monthly invoice.