Important Highlights from our Service Agreement

KEY POLICY

We normally require 2 sets of keys to be given during the Meet & Greet. We're happy to accept a key lockbox code or a keyless access code instead. In case you live in a building with Fobs, we agree to pick up and drop off keys with your building security.

If only one key copy is provided, we will have the second copy created for a $5 fee.

If keys are not provided during the Meet & Greet, we will arrange to pick up your key for a $10 fee.

If you'd like us to return your keys, we will do so in person for a $10 fee.

We don't accept keys hidden on premises, and will not hide keys in any insecure location. No exceptions will be made - this is for you and your pets' safety.


PAYMENT POLICY

We take payment by credit card only.

Before your first service, you must enter your billing information on our client portal online system.

Your credit card will be charged on a Monday, up to 7 days in advance of your booking.

Tips are not expected, but appreciated. You may leave a cash gratuity for your sitter to collect during a visit. All tips are kept by the assigned sitter, and never held by PetsGo.


CANCELLATION POLICY

Vacation Bookings: Please give 7 days notice, or you will be responsible for 50% of invoice.
Dog Walks: Please give 24 hours notice, or you will be responsible for full cost of cancelled walk.

In case of unavoidable circumstances causing a late cancellation, we may issue a credit equal to the cancelled service.


LATE BOOKING POLICY

Services booked less than 24 hours in advance are subject to a $10 late booking fee.

This policy helps compensate for the time and effort involved with same-day schedule changes.


Please note that the above is not a complete list of our policies and procedures. It’s intended to help our clients understand the policies that are most likely to affect them.


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