Policies

Cancellation Policy

Dog Walking Cancellations: All weekday dog walking cancellations must be made by 9am on the day of service. Cancellations made after 9am will be charged the full price of the visit. All weekend dog walking cancellations must be made by the end of business the previous day to avoid being charged the full price of the visit.

Non-Holiday Vacation Cancellations: 10% of your total reservation cost is nonrefundable if you choose to cancel for any reason or at any time. Cancellation of vacation pet sitting services with less than 7 days’ notice prior to the start of service will result in you being billed 50% of the total invoice for scheduled pet care. Prepaid services will be refunded 50% of the total invoice.

Holiday Cancellations: 10% of your total reservation cost is nonrefundable if you choose to cancel for any reason or at any time. Cancellation of vacation pet sitting services with less than 14 days’ notice prior to a major holiday (ie: Christmas Eve, Christmas, New Years Eve, New Years Day, Easter, Memorial Day, July 4th, Labor Day and Thanksgiving) will result in you being billed 50% of the total invoice for scheduled pet care. Prepaid services will be refunded 50% of the total invoice.

Communication Policy

All pet sitting-related communication must be done on your private client portal – no exceptions. Calling and/or texting any employees on their private cell phones is strictly prohibited. Using other methods to communicate such as private email and Facebook are also prohibited. This helps keep all staff and clients on the same page and leaves no room for error. In the event of an emergency, using your client portal IS the quickest way to reach us, as we see all messages that come in immediately.

We provide real time GPS tracking (shown on a map) and a time stamp of arrival and departure at each visit; this gives all of our human clients comfort in knowing we are at your home when we say we are, and for the full time we are supposed to be there. We will provide a full update at each visit, along with pictures of your fur babies, so you know exactly how things are going. These updates will automatically be posted in your client portal for easy reference and will be delivered to you via email and/or text by our software system. All pet sitters are held to the highest standard when it comes to your home and pets.

Meet and Greet Policy

An initial visit between Golden Hour Pets management and pet family is required and is at no cost if scheduled with at least 2 days notice. We recommend scheduling this visit within a week of the first scheduled visit with a sitter.

Prior to the Meet-N-Greet we ask that you complete your profile setup on Time To Pet. Please Complete the "My Info" tab and "Pets" tab in Time To Pet before this meeting so that we can confirm all information is complete. This should include but is not limited to your address, contact info, entry instructions, and pet care instructions. Please include any behavioral issues.

At the visit, we will ask to see each pet's routine, medication, location of supplies, and cleaning supplies. We will want to interact with all pets, explain policies, explain app usage and answer any questions you may have! The more information you share, the better.

Please have two ways of entry available at the Meet and Greet. This can be two keys, a door code, garage code, etc. We ask for a primary method of entry and a backup just in case the first method fails.