What happens during the new client consultation? The new client consultation is an opportunity for us to meet you and your pet in your home and begin building a relationship with your pet. You will let us know what services you are interested in and we will answer any questions that you may have. We will cover some paperwork and talk about your specific pet care needs.
What happens during a visit? The visit starts when we enter your home. During a visit we will perform whatever service has been requested. We will make a plan that works best for your pet. For example: If you book a 30 minute visit, we can use 20 minutes to take a walk and the rest of the time to play fetch, freshen water, and leave a note. The time can be split in any way that is most accommodating for you and your pet.
When will you visit my dog? We are flexible with our clients. We can guarantee a 3 hour arrival window for your pet between 9am-5pm Monday-Friday (such as 12-3pm or 2-5pm) if requested by Wednesday the week before, or if you book automatically recurring visits. We do make every effort to accommodate late requests, as we know things come up!
We can guarantee a 1 hour visit window for puppies under 6 months for no extra charge, or a VIP 1-hour window for any pet for an additional $5/visit.
We are available for extended hours: Monday-Sunday 7am-9pm. Dog sit visits usually occur during a 7-9am and 7-9pm window.
Is the staff made up of sub-contractors/independent contractors? NO, absolutely not. Our staff members are real employees who are paid on the books every week, and we provide worker's compensation and disability insurance, and pay the employer portion of their taxes. All employees have undergone a background check.
Unlike some of our competitors, we NEVER pay anyone "under the table" or use sub-contractors. Rochester Dog Walkers only employs actual, legitimate employees who we are able to train and hold accountable to our rigorous standards. While this is more expensive than hiring contractors, we do this because we care about quality care for your pets and a quality work environment for our wonderful staff.
When do I pay? If you're booking a one time service, then payment is due before service is rendered. If you are a regular client, we will invoice you every two weeks or once monthly, after services are rendered. You will receive your invoice by email.
What payment methods do you accept? We have easy to use email invoicing and online credit, debit, and ACH payment options.
Are you bonded and insured? Yes, We are fully bonded and insured and we can show you verification upon request.
Do you work in all weather? Yes! We work in the rain, snow, and sunshine. During extreme weather, we follow the client provided "extreme weather instructions," for the pet and if no instructions are provided we will follow our internal safety protocol. In some extreme weather such as dangerous heat or thunderstorms, we may cut the walk time short and spend the rest of the visit time playing indoors.
Will I have the same dog walker every time? All of our staff members are trained professionals and we work as a team to keep your pet's care consistent! We have teams of walkers that cover certain areas, and your pet may have one or two primary walkers as well as a back up walker so that we can provide consistent care if your primary walker has an illness or planned time off. All staff members will be individually trained on your pet's needs. If your pet has special medical needs that require one caregiver, please let us know!
Do I need to be home for you to walk my dog? No, most of our clients are at work or away when we visit and utilize a lockbox for walker entry. You are welcome to purchase your own lockbox at a hardware store or we can provide one for you to purchase during your new client meeting at our cost of $10. We also accept garage door or entry keypad systems. In the event these options do not work, we will accept 3 copies of your key including all keys and fobs to keep on file for entry.
What if my pet has an emergency while in your care? We collect and retain your pet's veterinarian information and emergency contact information before service is rendered, and will make every attempt to contact you should an emergency arise. For medical emergencies, we will take them to your preferred veterinarian if you cannot be reached.
What are your office hours? Office hours are Monday-Friday 9am-5pm.
Do you work on holidays? We are available for dog walks and pet sits on all holidays. We perform regularly scheduled services on all holidays except Thanksgiving Day and Christmas Day. We charge holiday pricing on the following holidays:
-New Year's Day -Easter Saturday and Sunday -Memorial Day and preceding weekend -Independence Day -Labor Day and preceding weekend -Thanksgiving Day, Black Friday, and following weekend -Christmas Eve and Christmas Day -New Year's Eve
What is the cancellation policy? We implement a cancellation policy for the benefit of our employees, as when cancellations are made with advance notice, they can be assigned other visits or make other plans.
You must submit your cancellation request 24 hours before the beginning of your visit window for any service or it will be charged in full.
Professional pet care services in Pittsford, NY, Webster, NY, Victor, NY, Brighton, NY, Rochester, NY, Penfield, NY, Fairport, NY, Henrietta, NY, Chili, NY, Irondequoit, NY, Spencerport, NY, Greece, NY, and Rochester neighborhoods of Park Avenue, Highland Park, South Wedge, North Winton Village, Corn Hill, Neighborhood of the Arts, Downtown, and more!