647 467-0354
647 467-0354

Important Highlights from our Service Agreement

Key Policy

We have two options to grant us access to your home:

  1. Our preferred method is to use a keyless access code or a key lockbox. We recommend the Diyife Key Lock Box with Hook ($28.99) or the Master Lock 5400D ($47).
  2. If your building has 24-hour concierge service, we are happy to pick up the keys on your first visit, and return them again after our final visit.

We cannot 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 or e-transfer only.

Before your first service, you must enter your billing information on our client portal online system for credit card payments. For e-transfer payment, these are due at the time of booking.

Your credit card will be charged on a Monday, up to 7 days in advance of your booking. For e-transfer payments, these must be sent at the time of 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 48 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.

How can we help you?