New Clients & FAQ
Our Process
As pet parents, you have enough to worry about.
Let us take the stress out of traveling and long workdays for you and your furkids!
Step
1
The Intake Form
Fill out our intake form. Once you have filled out the form, we will give you a call to schedule a free meet & greet or trial boarding night.
Step
2
The Meet & Greet
Get your meet & greet party scheduled! We schedule a time that is convenient for you to get to know your pets and their routine..
Step
3
The Grand Ole' Fun!
Book your service & enjoy, knowing your pet and home are in great hands
FAQ + Important Info
Have questions? We have answers!
What does the initial Meet & Greet consist of and is it required?
The Meet & Greet is required prior to scheduling any new clients. We will typically schedule two pet sitters to come to your home for an initial interview- to meet your pet, become familiar with your home/routine, and discuss all important information about your pet’s needs. We ask that all meet & greets be scheduled at least one week in advance of starting services. The initial meet & greet is at no charge when services are booked and paid for at this meeting, otherwise a $25 administration fee is charged. During this time, all paperwork and policies will be reviewed. It is important that you fill out the My Info & Pets section in full in the client portal.
How many times and how long will you visit with my pet(s)? Will the same sitter/walker always visit my pet(s)?
Each household is different so times will vary, this is something we discuss in detail at the Meet & Greet. Typically, Scales Tails & Paws will not do less than 3 visits per day for homes with dogs or less than once per 24 hour period for cats. We apologize but we are unable to accommodate requests for every other day cat visits.
We assign two pet care professionals to every reservation to ensure your pets are cared for according to their prearranged visit schedule and to ensure that each pet care professional is not working more than an eight hour day.
We strive to assign the same two pet care professionals to your pet for each reservation but cannot guarantee it. Please understand that our pet care professional are not super heroes. They are people too! They get sick, have emergencies, need days off, and go on vacation. There will be times when we send replacement pet care professionals to your home without advance notice. We have a team of 4 pet care professionals and anyone of them may visit your pet(s) at any given time. They are all covered under our company bonding & insurance and they are trained, introduced & informed on how to care for each one of our “fuzzy friends
What is your refund/cancellation policy?
We realize sometimes things happen, and plans need to be changed. However, once we have blocked off time for your pet, chances are we have had to turn away other clients. We tried to be fair when it comes to these policies.
Out of town visits/pet sitting
Less than 24 hours notice: 100% of total invoice for scheduled pet care is due
1-2 Days: 75% of the total invoice for scheduled pet care is due
3-4 Days: 50% of the total invoice for scheduled pet care is due
5-6 Days: 25% of the total invoice for scheduled pet care is due
7 or more days: No charge
In Your Home Overnights
Overnight care is one of our most popular services and they book up quickly as we are limited on being able to accept overnight reservations. We do require a 50% nonrefundable deposit to reserve overnight services. We do require a minimum of 30 days notice on all overnight cancelations. For all overnights canceled inside the 30 day period or any overnights scheduled during the listed holiday periods, payment in full will be charged.
* Mid Day walking clients, notice of cancellation is required by 9am the day of scheduled services.
Any cancellations out of town visits- excluding overnight care- prior to a major holiday; i.e.: Christmas, New Years, Easter, Memorial Day, July 4th, Labor Day and Thanksgiving with less than a fourteen day notice will result in 50% of the total invoice for scheduled pet care to be paid. If less than one week notice is provided, payment is due in full for the time originally agreed upon.
We request your understanding that Holiday travel is a peak service time for pet care. We love our human families (almost) as much as our fur friends and want all of our amazing sitters to be able to spend at least a couple hours of each holiday with their loved ones.
We apologize, but we are unable to refund or credit for late departures or early returns on pet sitting visits.
Holiday rates (addt'l $15 / service) are in effect on New Years Eve & Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve & Christmas Day.
How many times and how long will you visit with my pet(s)?
Each household is different so times will vary, this is something we discuss in detail at the Meet & Greet. Typically, Scales Tails & Paws will not do less than 3 visits per day for homes with dogs or less than once per 24 hour period for cats. We apologize but we are unable to accommodate requests for every other day cat visits.
Extreme Weather Policy
Scales Tails & Paws reserves the right to limit time outside in extreme or inclement weather. This includes severe thunderstorm in the immediate area, wind chills below 10 degrees, temperatures above 95 degrees or extremely icy conditions. Our goal is to keep your pets health, comfort and safety in mind. We will never force a pet to be in a situation that is harmful or can cause emotional trauma.