(267) 571-9373

©2018 by pups on passyunk.

Frequently asked questions

Answers To All Your Questions

We usually need two sets of keys--one for our office and one for your regular walker. Barring unforeseen circumstances only walkers you and your pup have met will ever enter your home and walk your dog. 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 is fine too. If you live in a building with a front desk, we can obtain the keys from the desk each day.

How do you handle keys?

We have worked with a professional dog trainer to develop our walk protocols and use leash training methods that work for most dogs. We may recommend or even 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 from a professional trainer, and we can work with you to arrange this.

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

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.

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

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 over the walkers who completed services included 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. 

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

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. 

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

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. 

Will my pup have the same walker each day? 

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. 

How many dogs can you walk at once?

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 pup fear or pain. 

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

We require cancellations to be made prior to noon the day before the walk. Cancellations made after that time will incur a charge for the walk. For our regular customers, 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:

Walks

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

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

Pet Sitting

Cancellation made less than 7 days before start of engagement: 25% charge. 

Cancellation made less than 48 hours before "check-in": 50% charge

Cancellation made on the day services are scheduled or after: 100% charge. 

Cancellation for certain holidays: Non-Refundable (made clear at booking). 

What if I need to cancel?

We are always happy to work with changing schedules (subject to our cancellation and booking policies). This is why we offer occasionally scheduled walks! However, when booking with us weekly, we hold your spot in our weekly schedule. Should excessive cancellations start to occur, 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! 

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

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. 

Can I meet my walker?

Great question! First, these fees are paid to our walkers as extra incentive/pay to cover walks during off-peak hours. Even as we grow, 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. 

Why do you charge evening and weekend fees?

Get in touch! You can email us here!

Need something else?