Welfare and client responsibility:

Policies and Procedures are subject to update without notice (we always update in January and July, but may occasionally update other times) and you are held responsible for your awareness of all policies and procedures. We will always give you full access to our Policies and Procedures on our website so you can check them out anytime.

 

We reserve the right to decline or discontinue service for any reason, including but not limited to: verbal, written, or other mistreatment of a Two Dogs Pet Services team member (including Owner, Steve Elmes and Operator, Jen Havens, and all Pet Care Pros and Helpers authorized by you to enter your home and care for your pets, walk your dogs, or provide waste clean up service), inhumane treatment of the pets in your home, refusal to pay for services in the required amount of time, invasion of team member privacy or personal space (including but not limited to social media, direct message, or private calls/texts), harassment of any team member (in person or online), refusal of policies/procedures, refusing to fill out forms/contracts, unsafe or unsanitary conditions of your home, signs of aggression in your pets, pets acting aggressively toward any of our team members or another animal, refusing to work with a qualified trainer if your dog is pulling excessively or experiencing big emotional reactions while on walks or in the home, untreated separation anxiety or other behavior challenges without qualified, professional training onboard, consistent and/or excessive waste removal necessary upon first visit in order for your pets to have access to clean potty areas, biological needs of pets in your household consistently not being met, not meeting the medical/veterinary needs of your pets, leaving your pet(s) with a medical condition or injury without seeking veterinary care and leaving your sitters to deal with it.

Regular, reasonable daily waste clean up is included in every service we provide, however, if your pets are urinating or defecating inappropriately (for example: dogs not potty trained or missing potty pads, cats not using the litter box), we will adjust your rate accordingly.

An additional charge of $12-$24 for *excessive clean up (waste in yard, litter boxes, cage cleaning, etc.) may be added at the sitters discretion payable within 3 days of your return or for regular weekly walks/visits, added onto your weekly total and payable when your next service week begins.

 

*If the areas where your pet urinates or defecates creates an unsanitary condition for your pets due to excessive amounts of waste pile up, we will clean it up during our visit and charge accordingly. Humane and sanitary conditions are a must.

Pet Care Fees and Payment Schedule:

A comprehensive in-home consult is required BEFORE booking our services for the first time. Two of our experienced Pet Care Pros, Pro Dog Walkers, or Waste Clean Up Crew will arrive at your home at a scheduled time. This in-home consult is for you and your pets to get to know your Pros and the time for you to show them where everything they'll need to take great care of your pets is kept, where your pets eat, sleep, potty, etc, what your pets enjoy or dislike, and anything else about your household that they'll need to know. The non-refundable fee for our in-home consult is $29 and is payble at the time the consult is SCHEDULED. We accept Zelle, Venmo, PayPal, or CashApp for this fee. This minimal fee will be credited to your total service cost once you book with us.

Two Dogs Pet Services REQUIRES PAYMENT in full OR a non-refundable deposit, including holiday fees, to SECURE REQUESTED DATES of pet care. If payment or deposit is not received within 3 days of the due date, we *may* CANCEL YOUR BOOKING. There's no fee to request services, but in order to book/confirm and hold your reservation, we require payment as outlined here:
▪️50% DEPOSIT (of total assignment cost) due when services are booked unless your departure date is within two weeks of your booking date, then payment in full is due at time of booking/confirmation. 
▪️PAYMENT IN FULL (the remaining balance) due two weeks before scheduled start date.
▪️LAST MINUTE BOOKINGS (14 days or less) REQUIRE 100% PAYMENT AT TIME OF BOOKING/CONFIRMATION (or in-home consult if you're a first time client, whichever occurs first).

PAYMENT IN FULL due prior to our first visit for all pet care and waste removal assignments. Dog Walking fees due on or before the first day of the week our first visit/walk begins.

 

You may be subject to a $29 LATE FEE if payment is not RECEIVED on or before due date (or our first visit for dog walks).

 

Returned check fee $39.00 (entire check amount + fee payable by cash or Zelle only, cash or Zelle only for all future assignments--no exceptions.) 

 

Forms of payment accepted: cash, check, Venmo, Zelle, PayPal, or Credit Card (PayPal and Credit Card have a small fee attached, $1.25 per visit for daily visits or walks, $3 for overnights). Please let us know your preferred payment method at time of booking/confirmation.

Major holiday charge per holiday of $8.50 per visit, maximum $25 per holiday (dog walks included). Holidays include: New Year’s Eve, New Year’s Day, Easter, Memorial Day, Independence Day (July 4), Labor Day, Halloween, Thanksgiving, Christmas Eve, Christmas.

Waste Clean Up services may be provided the day before or after a major holiday, pre-arranged by your Pro.

Our service area is hyper focused on Monrovia, CA and Taos, NM, within 3 miles of your sitter’s homes. We *may* serve up to 10 miles and add an additional mileage fee of $2/mile per visit, beyond 3 miles. This fee will be added to your quoted rate or your current rate if you move.

Invoices generated upon request and must be requested a minimum of two weeks prior to our start date. In an attempt to keep our rates as reasonable as possible, we are cutting this automatic invoice service out of our regular office duties. You will still receive your rate/total when you book our services and we are happy to generate an invoice upon request.

***If you have not paid your deposit or full sitter fee when requested, we will send you an invoice, including terms. If you have any questions about your rate or would like to request an invoice, text Jen 626-673-7978 between 8am-8pm.

Cancellation/Refund Policy:

No refunds for cancellations.50% service credit (equal to the amount paid at time of booking/comfirmation) issued for cancellation of services 14+ days prior to scheduled start date. 25% service credit issued for cancellation of services 7-13 days prior to scheduled start date. No service credit for cancellation of services 0-6 days prior to scheduled start date. Emergency or illness related cancellations are case by case. Let us know what's going on as soon as you can, we *may* issue a refund.

 

Cancellation by early return is refunded by 50% credit for future visits. Early return credit is available ONLY if you inform us a MINIMUM OF 48 hours PRIOR TO OUR SCHEDULED ARRIVAL TIME for pet care and dog walking services. Emergency or illness related early returns are case by case.

 

Refunds issued for cancellation of waste clean up services considered on a case by case basis. We require a minimum of 30 days notice for termination of waste clean up services. Cancellation of waste clean up services 0-14 days will not be refunded if payment has already been received and will be billed for 100% of the the remaining days of the 30 days cancellation period with the option to keep the service for the full 30 days. Cancellation of waste clean up services 15-29 days will not be refunded if payment has already been received and will be billed for up to 50% of the remaining days of the 30 days cancellation period with the option to keep the service for the full 30 days. 

 

All other requests for refunds or service credit will be considered on a case by case basis.

Home Safety and Courtesy:

Please inform your sitter how to enter your property at the in-home consult. Provide a key, remote, gate/lockbox code, hide-a-key location etc. at the consult. We can keep your key in our safe if you travel often, leave it in a secure location outside your home, such as a lockbox, after the assignment is complete, or you can schedule a key drop off for a $15 fee + mileage rate of $2/mile, whichever you prefer. Some clients choose to use a lock box specifically for their petsitter. YOU MUST LET US KNOW, AT THE CONSULT, WHAT YOU'D LIKE US TO DO WITH YOUR KEY AFTER THE LAST VISIT OR WE WILL AUTOMATICALLY KEEP IT IN OUR SAFE.

 

If you instruct your Pet Care Pros to leave your key inside the home after our last visit, we will not be able to visit your pets in the event of your late arrival home or in case of emergency. If you instruct your Pet Care Pros to leave your key outside of your home, even in a lockbox, we (Two Dogs Pet Services, Steve Elmes, Jen Havens, or any of the Two Dogs Pet Care Team) are not responsible for theft of key.

If there are other persons entering/leaving your home, Two Dogs Pet Services (including Steve Elmes, Jen Havens, or any of the Two Dogs Pet Care Team) can not be held liable/is not responsible for any damages, injuries to pets, household safety, or any other issues that may arise as a result.

Please inform us BEFORE your departure of anyone who may have access to your home while you are away. This includes cleaning services, landscapers, pool cleaners, repair persons, friends, family and neighbors. Two Dogs Pet Services is not responsible for any person or persons who will be in your home during pet care assignments, including, but not limited to dog walks. 

A Few Extras:

All dogs in our care who will be leaving your property with us at your request (transport, dog walks, etc) should be wearing current I.D. We highly recommend all dogs in our care wear some form of I.D. when outside. If your dog is not wearing current I.D. when we arrive and you’ve requested us to take your pet off your property (transport or walk), we will be happy to provide an I.D. tag at your cost, including our time (minimum $15/30 minutes) + mileage rate of $2/mile.

 

Collars and harnesses should be fitted properly, securely, and comfortably. If your pet's collar or harness is too tight or too loose, we will adjust, if possible, so your pet can feel more comfortable, keeping safety top of mind. Please share any special circumstances regarding the fit of your pet's collar or harness with your Pet Care Pros or Jen. If you need guidance on fitting your pet, contact Jen at 626-673-7978

 

Dog Guardians/Dog Walking Clients:
We strongly prefer not to use prong/pinch collars and head halters (such as the Gentle Leader) and WILL NOT use electric, shock, vibration, or tone collars, choke chains, or slip leads with only one stopper. We are happy to utilize GPS collars and if they include the shock/vibration/tone capabilities those features MUST be turned off. 
Our recommended collars include flat collar or martingale (fabric only, no chain) and our recommended harness is the Blue 9 Pet Products Balance Harness. To save $10 on the Balance Harness, contact Jen at 626-673-7978.

If you notice anything of concern while you’re away, while we are walking your dog(s), upon a team members arrival/departure, before, during, or after any pet care, dog walking, or waste clean up service provided…please bring it to our attention IMMEDIATELY. We strive to provide the most thorough, compassionate, humane, reliable care possible and if you have any concerns, we want to address those right away. We are here to serve you and your pets to the very best of our abilities. Please reach out anytime 626-673-7978

PLEASE LET US KNOW WHEN YOU ARRIVE HOME VIA THE GROUP TEXT SET UP WITH YOUR PET CARE TEAM OR TEXT JEN 626-673-7978. You and your pets are part of our family and we want to make sure you are all safe. If you’ve checked the box on your client info form indicating you’d like us to continue to visit your pets and you forget to let us know you’re back, we WILL show up and you’ll be charged for a visit. Yep! Even if you’re home and just forgot. Doesn’t matter how late you return, please let us know.