Frequently asked questions

How do you handle keys?

We usually need two sets of keys--one for our office and one for your regular walker. Keys will be safeguarded and never kept with information that identifies your house. If you prefer that we use a lock box that we access each day, that works great too. If using a lockbox, we would prefer to hold a backup copy of your key at our office for those rare instances they might be needed. If you live in a building with a front desk, we can obtain the keys from the desk each day too. Most buildings are great, but please keep in mind this may consume part of the walk time if there's a delay on their end.

My pup is pretty energetic and sometimes difficult to walk. Can you help?

We have worked with professional dog trainers to develop our walk protocols and use leash training methods that work for most dogs. We may recommend, or occasionally require, certain equipment or leads, and we may sometimes require additional services during an introductory period to help acclimate your dog. If your dog needs more help than we can provide, we may need your pup to receive training, and we can work with you to arrange this.

How will I know my services have been completed as requested?

We utilize the latest technology to keep you updated on your services and to make scheduling easy. After each service, you will receive a report that includes the start and stop time, GPS tracked route, personal notes from your walker, photos from the walk, and other relevant information. These reports will be emailed to you after each service, and you can also log in to view them and to see additional details.

I love the services I receive from our walker! Can I leave a gratuity? 

Of course! Our payment system makes it easy to add a tip to your invoice. If you do, then the tip is divided out proportionately to the walkers who completed services on that invoice. You can also leave cash for your walker, but please make it clear by leaving it in an envelope with their name. 

What is your hiring process like? Do you perform background checks on your walkers?

Our hiring process includes reference checks, a background check, and extensive training on safety, procedures, and client service. We also hold regular workshops with professional dog trainers, allowing our staff to receive ongoing training and to ask questions relevant to the pups they currently walk. 

Will my pup have the same walker each day? 

This depends on the services you need. If you need regularly scheduled walks, you will have a primary walker who will provide most of your pup's walks. Walks outside your normal schedule or when your primary walker needs a day off may be completed by another member of our team. If your schedule varies, the same walker may not always be available, so any member of our team may complete them. Even for regularly scheduled services, we work together as a team to complete walks each day.

 

Except for last minute exigencies, we try to notify you any time a new walker will be completing your services and provide an e-introduction. We also take the time to discuss your pup's routine with our walkers so they can complete your services the way you expect. 

How many dogs can you walk at once?

Your dog will never be walked with other dogs unless you arrange it with us. We will walk up to two dogs from the same household. We also offer "buddy walks" where we walk your pup with one other dog (same dog each walk), but only if you request it. 

Note: Buddy walks are not currently available during enhanced social distancing. We hope to bring these back soon. All of our walks are currently solo walks. 

We would love to have our training methods reinforced on all our pup's walks. Will your walkers help us with that? 

Absolutely! We're happy to continue your training efforts, and we can have your pup stop at the corner before crossing, stay off the furniture when we're playing inside, and anything else you need! We will customize your dog's care to their individual needs. Of course, we only use positive reinforcement methods and will never do anything to cause a dog fear or pain. 

What if I need to cancel?

We want to be as flexible as possible, but we also need to be able to plan for our own schedules and to be able to provide services for all our clients. Weekends and holidays often fill up, requiring us to turn down client requests. Our booking and cancellation policy is aimed to strike a balance. For our regular customers and their regular walks, we are pretty flexible if something occasionally comes up last minute.

Excessive cancellations of regularly scheduled services may result in changes to your service times and placement into a different pricing tier based on our pricing model. 

Our current cancellation schedule, which is subject to change, is:

Weekday Walks

Cancellation made after noon the day before: 50% charge.

Cancellation made after 5:00 p.m. on the day before: 100% charge.

Weekend and Holiday Walks

Holiday and weekend services are nonrefundable. Cancellations made after booking confirmation will be charged in full. 

Pet Sitting

Cancellation made after booking confirmation: weekday services: 50% charge; weekend services: 100% charge. 

Cancellation made after noon two days prior to start of services: 100% charge through first 3 days plus any weekend services; 50% charge of days 4 through the end of booking for any weekday services. 

Cancellation for certain holidays: Non-Refundable (made clear at booking). We don't mean to make this more confusing than it needs to be, but again are trying to strike the right balance. We're happy to explain it in person if you have any questions :) 

My schedule tends to change (a lot!). Can you still with my pup? 

We are always happy to work with changing schedules (subject to our cancellation and booking policies). This is why we offer occasionally scheduled walks! If you schedule "regular walks" and have excessive cancellations, we reserve the right to modify your time window (with notice of course) to allow us to accommodate other clients in need of regular services. If you are receiving a weekly rate based on a certain number of walks, excessive cancellations may also affect your rate. In other words, you can't effectively hire us for occasional walks and still receive a weekly discounted rate ;-)

Can I meet my walker?

If you have regularly scheduled walks you will have an opportunity to meet your primary walker. We encourage and support our team when they want to take time off, and occasionally last minute absences arise due to illness or emergencies. When needed, other walkers may complete your pup's walk. We'll try to provide notice of who will complete your walks if it's not your primary walker, although sometimes last minute changes may need to be made.

If you want to meet a backup walker or other member of our team who may walk your pup, we are happy to arrange it. There will be a $20 fee to cover the walker's time in coming to meet you. You may also request that we cancel your services if your primary walker (or another walker you have already met) cannot complete your walk for the day. 

Why do you charge evening and weekend fees?

These fees help to pay staff higher wages to cover walks during hours of low demand. Most of our walks occur during the day, and we build schedules around those walks. If one of our walkers is coming to you for an evening or weekend walk, there's a good chance it's the only walk during that period in your neighborhood. This fee is to help compensate them for being available during these additional times.

Need something else? 

Get in touch! You can email us here!

 

(267) 571-9373

©2018 by pups on passyunk llc