--- title: Onboarding Process | Fido Group --- [![Fido Group Your Partner In Pet Care Logo](https://www.fidogroup.com/hubfs/Logo/FidoGroup-YourPartnerInPetCare-color.svg "Fido Group Your Partner In Pet Care Logo")](https://www.fidogroup.com) [![Client Login](https://no-cache.hubspot.com/cta/default/7751165/55d6cb0e-2dc5-4eaf-9c90-582db283246b.png)](https://cta-redirect.hubspot.com/cta/redirect/7751165/55d6cb0e-2dc5-4eaf-9c90-582db283246b)[![Book a Consult](https://no-cache.hubspot.com/cta/default/7751165/d6fb96b3-08d3-484f-a474-e81c3f42d2de.png)](https://cta-redirect.hubspot.com/cta/redirect/7751165/d6fb96b3-08d3-484f-a474-e81c3f42d2de) [![Client Login](https://no-cache.hubspot.com/cta/default/7751165/55d6cb0e-2dc5-4eaf-9c90-582db283246b.png)](https://cta-redirect.hubspot.com/cta/redirect/7751165/55d6cb0e-2dc5-4eaf-9c90-582db283246b)[![Book a Consult](https://no-cache.hubspot.com/cta/default/7751165/d6fb96b3-08d3-484f-a474-e81c3f42d2de.png)](https://cta-redirect.hubspot.com/cta/redirect/7751165/d6fb96b3-08d3-484f-a474-e81c3f42d2de) # Discovery & Onboarding Building a bond with you and your pet begins right away. ![illustration group of happy dogs](https://www.fidogroup.com/hubfs/illustration%20group%20of%20happy%20dogs.svg) ## Onboarding That's as Easy as It Is Valuable Like the way many of our clients conduct their own businesses, we don’t blindly jump into potential partnerships. Rather, we take the time to get to know new families and dogs so that we can personalize our service for their needs. ![Large dog being carried](https://www.fidogroup.com/hubfs/illustration%20large%20dog%20being%20carried.svg) ## Simple Setup and Productive Sessions Our process follows a natural progression from initial discovery to in-person onboarding. We make it simple to schedule a virtual consultation and provide the information we need for an efficient and productive in-person meet and greet. Making your life easier is why we’re here in the first place, so the last thing we want is to give you even more emails or busy work to dig through. At the end of the day, a thorough onboarding process saves time and money by leaving you confident that you’ve found the right long-term partner for your pet.  ![Dog being walked](https://www.fidogroup.com/hubfs/Group%20144.svg) ## 3 Simple Stages to Start Your Dog-Walking Service We use the same reliable process for all types of dogs. Our clients appreciate not only our straightforward-yet-thoughtful approach, but also how quickly they become comfortable with our team as a result. Onboarding at Fido Group is organized into three main stages: 1. Discovery 2. Onboarding 3. Service Setup Each contains various steps designed to keep things moving safely and efficiently. ![Dog getting praise icon](https://www.fidogroup.com/hubfs/5.%20Dog%20getting%20praise%20icon.svg) ### 1. Discovery #### Book a Consult You can [schedule an initial consultation](https://www.fidogroup.com/book-a-consultation) on our website in seconds. All we need is some basic contact information and you’ll be able to reserve a 15- or 30-minute virtual session. #### Meeting Confirmation You’ll receive a calendar invitation for your virtual consultation booking with a meeting link. #### Virtual Meeting During our first session, we’ll talk about the type of support you’re looking for and how we can meet your needs based on our specialty and availability. Furthermore, we will create an account for you in our [client portal](https://www.timetopet.com/portal/fidogroup) and precisely document your needs. Every family and dog is different, so the details we collect here — breed, size, medications, dietary restrictions, etc. –– will help us make the most of our call.  ![Illustration of happy dog being petted](https://www.fidogroup.com/hubfs/illustration%20of%20happy%20dog%20getting%20pets.svg) ![Dog getting treat icon](https://www.fidogroup.com/hubfs/Overview%20Page/4.%20Dog%20getting%20treat%20icon.svg) ### 2. Onboarding #### Booking a Meet-and-Greet If both parties believe Fido Group is a fit during the virtual consultation, we’ll then provide login credentials to our client portal. Once you log in to your new account, you'll find instructions about uploading your dog's vaccination records and a booking link to schedule an in-home meet and greet.  #### In-Home Meet-and-Greet We’ll arrive at your home on your preferred day and time to meet with you and your dog(s). This includes a brief equipment inspection before our initial walks as part of our safety-first protocol. #### Individual Walk The first walk will be with your dog only. A quick circuit without family members or other dogs is important for gauging behavior in a one-on-one setting. #### Moon's Exam Moon, our company dog, socializes well with temperaments of all kinds. We like to pair prospective clients with Moon first to see how they do with a new dog. #### Group Walk If all goes well with Moon, we do a test run with a group we’ve identified as ideal for your pet’s personality. We go slowly, introducing your dog to one dog at a time in a neutral outdoor space, then integrate them into a full-sized group. ![Multiple dogs on leashes](https://www.fidogroup.com/hubfs/multiple-dogs-on-leash-2.svg) ![Dogs on a walk icon](https://www.fidogroup.com/hubfs/Group%2019.svg) ### 3. Service Setup #### Group Walk Debrief We return to your home after the [group dog walk](https://www.fidogroup.com/practice-areas/group-dog-walking) and share our observations. As long as we don’t see any potential safety issues for your dog, others in our group, or the community, they’re in! #### Home Access If you decide to move forward, we’ll request a quick walk-through of only those places in your home that we may need to access for treats, towels, etc. We’ll also ask about entry, including a key or code to the door you’d prefer we use, and any other information pertinent to your dog. #### Arrival Time Window We’ll assign a three-hour arrival time window to accommodate your schedule, create consistency in your dog’s routine, and safely match the temperaments of our various groups. You’ll see a convenient reminder for this in Time To Pet each time you log in. #### Selecting Scheduling Type We schedule services in three ways: recurring, ad hoc, and hybrid. Pricing remains the same regardless of service type or booking frequency. Once we have everything we need to care for your dog, all that’s left is choosing a recurring, ad hoc, or hybrid service type, and you'll be ready to pick a service start date.  ## Scheduling Services Below are common questions we receive from prospective clients about scheduling types, creating new service orders, modifying pre-existing service orders, and more. ### 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 group walk 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. ### 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. ### 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.   ### Download 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 (iOS) — App Store](https://apps.apple.com/us/app/time-to-pet/id957456517) [Time To Pet (Android) — Google Play](https://play.google.com/store/apps/details?id=com.sweetss.timetopet&hl=en_US&gl=US) To find the answer to a Time To Pet client portal question, click [here](https://help.timetopet.com/collection/7-client-portal). To find the answer to a Time To Pet mobile application question, click [here](https://help.timetopet.com/collection/149-client-application). ### 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. ### Do You Provide Services Rain or Shine?  We provide services 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. ### 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)](https://help.timetopet.com/article/43-requesting-changes-to-services) ### 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. ## Schedule Virtual Estimate *Please note that all ambassadorial and professionally secured residences require an in-person pricing estimate.* [### Request a Consultation Schedule a virtual consultation to learn more about how we can help you. ](https://www.fidogroup.com/book-a-consultation) [### Additional FAQs Get answers to the most common questions about our pet care services. ](https://www.fidogroup.com/learning-center/faqs) ## Referral to Other Services We value the safety and well-being of our dogs above all else. Occasionally, that means we need to decline service requests in the best interest of the group. If at any point we see something that we believe could present a danger to your dog or others on our walks, we’ll conclude the onboarding process and explain why we cannot safely move forward.  However, we still want to serve your needs in whatever way we can. We’re happy to refer you to other pet care businesses that may be a better fit for your situation. Every dog deserves quality care, and we want you to rest assured knowing that your family member will be in good hands one way or the other. ![Dog with glasses reading a book](https://www.fidogroup.com/hubfs/illustration%20dog%20with%20glasses%20reading%20a%20book.svg) ## Get in touch today to see how we can take one more thing off your plate—and make sure there’s always something on your pet’s!   [Contact Us](https://www.fidogroup.com/contact-us) ![Dog with one ear raised](https://www.fidogroup.com/hubfs/Group%20164.svg) ![8. Laptop with paw icon](https://www.fidogroup.com/hubfs/Group%20Dog%20Walking%20Page/8.%20Laptop%20with%20paw%20icon.svg) ## Portal Book service orders, make service change requests, cancel services, pay invoices, add new credit card information, update pet and home details, upload vaccination records, or send us a message in our fully modern client portal.   [Login](https://www.timetopet.com/portal/fidogroup) 4626 Wisconsin Avenue NW, Suite 102 Washington, DC 20016 [T. 202-900-FIDO](tel:12029003436) [E. info@fidogroup.com](mailto:info@fidogroup.com)   Licensed | Bonded | Insured Service Area: American University Park, Barnaby Woods, Chevy Chase DC, Forest Hills, Friendship Heights, Palisades, Spring Valley, Tenleytown, Van Ness, Wakefield, Wesley Heights ZIP codes: 20008, 20015, 20016 ### Join our community [**](https://www.instagram.com/thefidogroup/) [**](https://g.page/thefidogroup?share) ### Stay Connected 4626 Wisconsin Avenue NW, Suite 102 Washington, DC 20016 [T. 202-900-FIDO](tel:12029003436) [E. info@fidogroup.com](mailto:info@fidogroup.com)   Licensed | Bonded | Insured © Copyright 2026 K9 Solutions Inc. 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