Policies

 

New Clients

To get started, we schedule an initial, complimentary new client consultation in your home so we can meet your pets, learn their routines, and ensure both parties are the right fit. Before the consultation, you will receive an invitation to register a Client Account.

We will then meet with you to review the Client Profile, Pet Profile Service Agreement, and Cancellation Policy and answer questions you may have. At the meeting, please provide a copy of your house key (2 copies are preferred, see Keys below).   NOTE: If you do not have key(s) ready at that time, you can drop them at in our secured drop box at our office or there will be a Key Pick-up charge of $10.

Due to the amount of time needed to coordinate everything in our system, we require a minimum of one week (7 days) before the the date of the first requested visit for new clients.  Ideally, the sooner we can schedule the consultation, the better. If you are requesting services with less than 7 days please call and discuss with management to see if we will be able to provide services for you. 

 

Keys

We require one working/tested copies of your house key, but prefer two. By keeping your key on file with us, we can more easily accommodate your pet sitting reservations. Our security bonding and liability insurance allow you peace of mind in knowing we will safeguard your key(s). Only an internal code number is on the keys and they are stored in a locked safe in a locked office. If you prefer to have your key returned, there will be a $10 pick up/return fee each time and we will need to coordinate that a minimum of 10 days before services.   We LOVE keyless entry (keypad or garage keypad) however, we still need one key to store in our locked cabinet in the event there is a malfunction with the keypad or garage door or a power outage.

 

Scheduling - 

Our new online scheduling system makes it easy to request care for your pets. You must use the online scheduling program to make your reservation. This will help us keep communications clear and in one place, instead of using text, email, and phone. It is the client’s responsibility to keep home/pet care profiles up to date; this is what our pet sitters use to care for your animals to your specifications.

 

If you need to cancel a reservation, you will be required to log on to your account and choose the cancel button.  We will then communicate with you if there are any cancellation fees.   We will no longer be accepting cancellations or changes to reservations through text.

We require a minimum of seven business days before the date of the first visit for all reservations. If you need staycation services with less than seven business days’ notice and we have available staff to accommodate the request there is a $30 short notice fee that is paid directly to the pet sitting staff. Reservations made during non-office hours will be considered the next business day. 

Mid-Day/Drop-In visit requests with less than 48 hours notice that staff is able to accommodate will have a $2 per visit short notice fee which is paid directly to the sitter willing to cover last minute. 

 

Payment

We accept online payments for all services. We will send an invoice via email once we determine staffing.  You can then log on to your account and pay by credit card. Or you can choose the option to keep your credit card on file and we will charge your services accordingly once we confirm staffing availability. Your reservation is not official until your 50% deposit has been made. 

New clients must first register their account and once services have been confirmed online payments can be made.

If you need to cancel services within our cancellation period, any payments will either be carried as a credit or will be refunded promptly.

 

Staycation Cancelation Policy

During non-holiday periods cancellations with less than 3 days notice, will be charged 50% of the total invoice.

Reservations canceled during a holiday time period (including Spring Break) require a minimum of 10 days' notice to avoid the 50% cancellation fee. The cancellation period begins with the first day of the service period. If you return from your trip early, we request a notification of at least 24 hours. Otherwise, no refund or credit will be issued made for unused visits.

  Holiday periods include but are not limited to New Year's, Spring Break, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving, and for the busy Christmas holiday we consider it to be 12/20-1/2.

 

Mid-Day Dog Walking Cancellation Policy

Our cancellation policy is a little different for our daily dog walking clients. As long as you contact us 2 hours before our scheduled walk, you will not be charged. If we are headed to or arrive to your home for your scheduled walk and you are home or the dog is not home, the full fee will be charged.

Holidays - 

It is our pleasure to be available to care for your pets every day of the year! There will be an additional $5 per visit fee for services on the following holidays: New Year’s Eve, New Year’s Day, Easter Sunday, Memorial Day, July 4th, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day.

Because the schedule fills up quickly for holidays, we may require fees to be paid at the time the reservation is made. Reservations during a holiday time period (and Spring Break) require a minimum of 10 days’ notice to cancel to avoid a cancellation fee of 50% of total services.  We consider the busy Christmas holiday period to be 12/20-1/2.

The cancellation period begins on the first day of the service period (See Cancellation Policy above).

 

Other People with Access

For the safety and best possible care of your four-legged loved ones and your home, we ask that no one besides MMCO employees, care for your pets during the service period in order to avoid missed/doubled feedings or medications, pets escaping, etc. If you believe that is unavoidable, please contact MMCO management to discuss it. It will be managements decision if we are able to provide services for you. If you have a housekeeper or other non-pet related person with access to your home, please provide their contact information.

Updated March 2nd, 2020.

©2020 by Manhattan Mutt Company, LLC

Manhattan Mutt Company, LLC

Email: info@manhattanmuttco.com

Call/Text us: 785.313.2105