Company Policies
Cancellation Policy
Any walking/yard time appointments that are cancelled within 12 hours of the scheduled time will be charged for the full reservation price. Any Drop-in Vacation Visits or B&B reservations cancelled within 3 days of the scheduled reservation time will be charged for the full reservation price. If it is a holiday reservation, any cancellation within 7 days will be charged the full reservation price. Our sitters have committed their schedules to your reservations. Cancelling last minute means that the sitter is unable to schedule replacement jobs. This policy is to ensure that they are compensated for their time reserved for your requests. As always, please communicate with us as soon as you know that your reservation needs to be modified, rescheduled or cancelled.
Scheduling
Scheduling will be done by the client through the Time to Pet Portal, you may submit your requests online or through the Time to Pet App. Please contact WHM via text or call at 720-744-3669 to schedule by person only if you are having difficulty with Time to Pet. While WHM will do its very best to be at your home at the time that you request, WHM works within time blocks/windows. This means that WHM could arrive earlier or later, within a time block. These time blocks are Breakfast 7-9am, Morning 9-11am, Mid-day 11am-2pm, Mid-afternoon 2-5pm, Dinner 5pm-7pm, Night 7-10pm. WHM will use its best judgement as to what pet(s) need to be serviced first based on location, type of pet, age, health, personality, and routine. Standard hours are 9am-5pm. After-hours fees will be added for any drop in visit appointments between the hours of 7-9am and 5-10pm at a rate of $5 per appointment. Appointments are set on a first come, first serve basis.
Payments
WHM requires a credit card to be kept on file and up to date to book services. New client accounts are set up for an automatic 20% tip to add to invoices - if you ever want us to change the amount (or remove it completely) please just let us know, we are more than happy to make these adjustments! Tips are highly appreciated by our team members. 100% of tips go straight to our team!
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Visit(s) made or services performed shall be paid at the agreed rate, with Client taking full responsibility for prompt payment of fees. Rates will be addressed at the time of booking and may need to be adjusted for extra services rendered. Payment types accepted by WHM are cash, check and credit/debit cards. Client agrees to pay WHM an additional driving time fee of $6 for every 10 minutes outside of the normal 15 minute coverage area, unless otherwise specified by WHM. After Hours fees are applicable outside of regular hours (5pm-9am) at $5 per visit. Payment is due same day upon completion of invoiced services.
Last-Minute Fee: Client agrees to pay a $30 last-minute fee to WHM for any pet sitting reservations that need to be set up within less than 72 hours. There will also be a $5 fee for any walking/play date reservations that are requested less than 12 hours before the requested appointment time.
Leash Policy
Your pup’s safety is always our top priority! We’ll only let dogs off-leash in securely fenced yards. During walks or hikes, dogs will remain on-leash unless you’ve given us permission in your client portal to allow off-leash play.
If you’ve opted in for off-leash time in safe, legal areas—like your property, designated dog parks, or open space trails—we’re happy to give your dog that extra freedom to run, sniff, and play. Just know that by choosing this option, you acknowledge that Woof Hoof Mew isn’t responsible if your dog gets injured, runs off, or causes any damage during that off-leash adventure.
Job Sharing Policy
To keep things smooth and safe, we don’t split pet care responsibilities with others outside our team. When you book with Woof Hoof Mew, we handle the full scope of care to ensure consistency and clear communication. That said, in some special cases, we may partner with a pre-approved, certified, and insured sitter that we know and trust. If that happens, we’ll coordinate together to make sure everyone’s on the same page and your pets receive seamless, loving care.
Keys/Lockboxes
We ask that all clients provide a method of home entry that remains at the location where your appointments will occur (for most clients, this is their home). For example, many clients use an electronic door code, lockbox, garage door code, or simply plan to be home at the time of the appointment. We also REQUIRE a lockbox (with a physical key in it) to be kept on the property as an emergency backup in the event of electronic failure of codes. If you do not have a lockbox, we can provide you with one for a one time fee of $35 that is added to your invoice and will be yours to keep!