Policies and Procedures
In order to become a client of Pets a Go Go®, one adult human and all furry members of the household must be available for a mutual evaluation with the assigned walker/sitter. A meet and greet is generally scheduled outside of the hours of 9am – 5 pm Monday to Friday in order to allow the ‘walking day’ to remain undisturbed. The majority of meet and greets will take approximately 30 minutes and all paperwork should be completed/returned to the office prior to the meeting unless authorized to be returned to the walker that day/night. You may return the paperwork to the office at 589 North State Road or via scan/email at firstname.lastname@example.org as well ahead of the meeting. Please do not ask the walker to fill out the paperwork for you or attempt to fill it out while they are in attendance.
The meet and greet is a complimentary one-time meeting that occurs between Pets a Go Go® and the client in order to gauge suitability and compatibility, as well as train the primary walker/sitter and a manager on the workings of and care for your home and furbabies. It is also the time to collect a method of access to your home assuming you wish to proceed. In the event that the walker/sitter does not or cannot accept the booking, Pets a Go Go® may offer a second complimentary meet & greet with another walker/sitter. If we cannot accommodate the booking or perform a second meet & greet, we will return the key (if provided to the first attendee) as soon as possible via certified mail/return receipt requested. Please note if you request an additional visit to collect the key, introduce us to your new home/furbaby or just to talk about your home and furbaby patterns with the assigned walker/sitter again at a later date, a repeat meet & greet charge of $27 will apply. In order for services to commence, we will require one copy of your house key. Even if you are planning on having us utilize a garage code, we suggest a copy of your key is retained in the office for emergency purposes (such as power failure). If you are a regularly scheduled/daily dog walking client, Pets a Go Go® will make one copy of the key for the secure lockbox in the office. For security reasons, Pets a Go Go® will provide a plastic keychain to the primary walker with only the first name of your furbaby(s). If you are an occasional or pet sit client, no copy will be made but instead your key will be placed in the secure lockbox in the office under a numeric only code. Should it be necessary for walkers/sitters to share a key during a multiple visit day/pet sit, Pets a Go Go® utilizes a lockbox system that will be placed on your doorknob, fence, railing, or other secure logical location. Should this lockbox still be installed when you arrive home, please call the office and we will remove it as soon as possible.
If no other arrangements have been made with the office, Pets a Go Go® will assume that keys are to be retained at the end of the arranged service for future use. Should you wish for us to lock your keys inside or leave them hidden somewhere outside of your home, Pets a Go Go® will take no responsibility for the safety of those keys while they are outside of our possession. If you need/want us to gather them again for the next booking after they’ve already been returned, there will be a $17.00 key pickup charge. Should you move out of the service area of Pets a Go Go®, we will return your keys via certified mail/return receipt requested at our expense. If you are requesting we physically hand deliver the keys to you at any time for any reason, a $17.00 key drop-off charge will apply.
Pets a Go Go® strives to make the process of owning a furbaby as easy and stress-free as possible for all of its human clients. To this point, we require that all reservations, modifications to existing reservations, or cancellations go through the office and not through your assigned walker. Please call our office at (914) 458-4181 or the following number which is available for use toll-free from anywhere within the US (+1 (888) 4PETGOGO (473-8464))*. In the case we miss your call, we utilize a 24 hour “visual” voicemail system whose transcriptions are sent to our Smart Phones; they are monitored as late as 10 pm or as early as 7 am every day. In addition, our main email box email@example.com is also monitored during those hours. Existing clients may also utilize our owner’s personal cell phone (+1 (914) 406-0891) but ONLY IN AN EMERGENCY outside of 8 am until 6 pm, 365 days per year. Should you request an email or text update on ‘how things are going’ or “what time a walker/sitter came’, the office will contact you. Please do not ask the walkers to directly communicate to you while you travel or are at work, it is against company policy and may cost them their jobs.
*International dialing fees apply when using this number outside the US
Bookings or modifications/cancellations that occur outside of normal business hours or during a travel delay will be confirmed back as soon as we can reach the assigned or on call walker/sitter (usually within an hour). Should your booking or modification/cancellation be with regard to the next business day(s), we will confirm back no later than 2 hours after the next business day begins (9 am Monday through Friday). For efficiency reasons, we utilize electronic communication methods wherever possible so please provide us with email, BBM (PIN #) or SMS phone number for the fastest communication.
Our commitment to our clients is to provide full-time, dedicated, trained, background checked, drug tested, and professional dog walkers and pet sitters 365 days per year. To achieve this, we charge a $10 per visit surcharge* for all services performed on the holidays listed below (please note this surcharge is COLLECTED by Pets a Go Go® during the regular invoicing process but is passed directly to the staff. NO portion of the daily surcharge remains in PAGG’s possession). *effective January 1, 2018.
- New Year’s Day/Weekend
- Martin Luther King Jr. Day
- President’s Day Weekend
- Good Friday/Easter Sunday Weekend
- Memorial Day Weekend
- Independence Day/Weekend
- Labor Day Weekend
- Columbus Day
- Veteran’s Day
- Thanksgiving Weekend (Thursday-Sunday)
- Christmas Eve
- Christmas Day/Weekend
- New Year’s Eve
We ask that you proactively let us know if you will NOT need a walker on a holiday if you are regularly scheduled for service (i.e., Thanksgiving if you normally have a furbaby walked on Thursdays). If we do not hear from you, we MUST assume that you and your furbaby NEED us and WILL DEPLOY the regular or on call personnel. You will be responsible for the applicable fee as well as the surcharge if you have not communicated to us that you do not require our services by 7am on the holiday. Be aware that leaving your plans in a note to your regular dog walkers is NOT the same as communicating to the office and will NOT be considered a confirmation or a cancellation. The walkers are expressly forbidden from taking such instructions so please do not jeopardize their job by putting them in this position.
Access and Duration
After the meet and greet process but before your assigned walker may enter your home, you MUST contact the office to establish two aspects of your service: duration and window. Every client is required to choose a minimum of a two hour window (i.e. between the hours of 3 and 5) during which Pets a Go Go® will START services. In addition to an access window, Pets a Go Go® will establish a minimum amount of time (duration) of your service.
There are various durations for each service: local walks can be 30, 45, or 60 minutes, hikes can be one or two hours, and ridealongs can be any full hour up to 13. The two hour windows can be as early as 7-9am and as late as 8-10pm, 365 days a year. Please note that the most popular windows are 10am-3pm and that the daily (i.e., 5 day a week clients) have priority for those slots. If you choose to be an on-call client and add-on during the work day, we will do our best to accommodate your request but understand that it fits into the walker’s existing schedule at the most convenient time to your location. It is also important to understand that all durations are “key turn to key turn” meaning for example, if you have a specific feeding, washing, or brushing routine that you wish to have us perform after the walk/hike, we are happy to do it but it is PART of the time you are booking. Also, if you choose to have us collect a key from the concierge/office to gain entry into your apartment in lieu of providing a key to us, that time will be part of your duration.
Billing, Payments, and Taxes
Pets a Go Go® offers a number of options with regard to billing, both in arrears (after the service) or prepayment. For those whose schedules allow, we provide monthly (business day) pre-pay packages that give the walkers more consistency and also may provide the client with a discount. All daily services are available in a pre-paid method; however, these packages are non-refundable and are charged on the first day of the period (Monday of every week or the first business day of every month). There is no refund for weekly or monthly services that are not utilized after the week/month is paid.
Effective October 1, 2011, Pets a Go Go® will no longer accept cash or checks for field services. Due to the increased number of bad checks and delayed payments, we can only offer auto billing through a debit or credit card (we accept Visa, Mastercard, American Express, and Discover for your convenience). Should any invoice go unpaid for 7 calendar days or a balance exceed $200 for any reason, Pets a Go Go® reserves the right to suspend services and to apply interest at 1.5% per month until it is rectified. Pets a Go Go® will also require a debit or credit card be placed on file in order to restore services as well as pre-payment if the credit card declines or unpaid balances are repetitive. Balances that go unresolved for 60+ days without communication or payment towards the balance will be considered “bad debt” and Pets a Go Go® will forward to their collections agency and/or pursue client in small claims court. All expenses associated with collections or small claims will become the responsibility of the client and will be added to the outstanding balance. Collections balances will be reported to all credit bureaus to the extent the law allows.
Please note that Pets a Go Go® is required to collect and forward sales tax in your jurisdiction. This means that we will add the applicable sales tax for your town, county, or state to your bill every week or month. This is regardless of whether you pre-pay or pay in arrears on any frequency.
Pets a Go Go® provides the option to board your furbaby at our Sit.Stay.Play.® Facility in Briarcliff Manor in the case you choose to go out of town or they simply can’t be in the house for a certain amount of time. In order to qualify for this option, all pets must be current on vaccinations and owners must provide proof of vaccination (or titers) either in person or by fax to the office prior to pick-up (if utilized) or drop off. All pets must also be free of and/or be routinely treated for fleas and ticks (i.e., FrontLine or similar).
Owners should provide a sufficient amount of the pet’s regular food and treats to last for the duration of their stay plus a little extra just in case. We advise this in order to prevent stomach problems due to a change in their diet. Should insufficient food be given, we reserve the right to purchase the smallest quantity of the same food available locally (unless instructed otherwise) and charge the client the cost of the food plus 10%.
Boarded furbabies must be dog friendly, must not be resource aggressive and be able to interact with other pets and humans without issue. Pets a Go Go® utilizes a unique, cage-free environment; should imminent danger or injury occur (pet or human), Pets a Go Go® reserves the right to make alternate arrangements in a kenneling facility of its choosing at the client’s expense. Pets a Go Go® also has private home care for those who cannot be around other dogs or specific gendered humans.
Deposits and Cancellations
Pets a Go Go® requires a minimum of two (2) hours notice for cancellations of daily or ad-hoc walks and hiking. The two (2) hour notice is from the START of your assigned window. We reserve the right to charge in full for services booked should we arrive at your home and either your dog is not in residence, refuses to leave the premises, or we cannot gain access to your home through no error of our own. Fostering and Overnight services may require a 50 percent deposit within five days of booking. Full payment will be processed at the end of each service week for longer term stays. Any outstanding balance must be paid prior to booking additional services. Two week’s notice is required for any cancellations of fostering or overnight services. Pets a Go Go® reserves the right to retain 50 percent of the fees for clients providing less than two weeks notice. Clients providing less than one week’s notice will be charged in full unless a replacement booking can be found. Returning early from a trip will result in the payment of any outstanding night’s services unless a replacement booking can be found for the assigned walker/home.
We do recognize emergencies occur; however, repetitive last minute cancellations will be treated with the above policy.
PLEASE REMEMBER — Our goal at Pets a Go Go® is to take care of your beloved pets as if they were our own. The biggest requirement of our staff is to have a caring nature and a passionate love of all animals. We carefully select, background check, and drug test our staff to ensure the safety of your home and belongings; we also train them thoroughly and monitor their activities to ensure they stay focused and act responsibly. Many of our policies have come about as a result of those clients (generally former clients now) who do not value our time or services to the extent the majority do. We hope you understand that as a small business, we cannot continue to absorb these losses and continue to function at the level to which you have become accustomed. Should you ever have suggestions or comments, we welcome your feedback either by phone at (914)-458-4181 or via email at firstname.lastname@example.org.