At Park Slope Pups, we value open communication and transparency with our customers. The following policies have been established to ensure that your dog receives the best possible care while our walkers and caretakers are fairly compensated for their time and efforts.

PET REQUIREMENTS
Vaccines
All dogs over 8 months old must be spayed or neutered. Additionally, all dogs must be on preventative heartworm and flea medication and have the required NYC state regulated vaccines (Bordetella, H3N2 Flu, Rabies, Distemper/Parvo) and state-required licenses.

Please ensure that any medications or medical issues pertaining to your pet are promptly included in their profile. It is your responsibility as the client to maintain the accuracy of this information.

Regarding our vaccination requirement, we do understand that some dogs may be unable to receive vaccinations due to specific medical conditions that compromise their immune system. In such cases, we can make exceptions upon receiving a letter from your veterinarian. This exception applies to services such as In-Your-Home Dog Sitting or a Solo Walk, where your dog will not come into contact with other dogs. Please note that if you decide to book a service for your dog that does not restrict their interaction with other dogs, we cannot accept responsibility for any health incidents that may occur as a result.

Aggressive Dogs:
We do not accept dogs with aggressive issues towards people or other dogs for boarding, daycare, or group walks. This policy prioritizes the safety of our employees, other dogs, and yourself. Please be forthcoming about any behavioral or medical issues and any history of aggressive behaviors during our initial meeting. If your dog displays aggression towards our staff, you are responsible for any resulting medical bills. However, we are available for solo walks for dogs aggressive towards other dogs but not towards people.
Additionally, if your dog is aggressively barking or growling at us or our staff at a client meeting and/or will not allow us to put their harness and leash on while acting aggressively, we cannot provide services for you.

Key Policy:

• During the client Consultation Meeting, two sets of keys marked with your dog's name must be provided. If they are not provided at the Consultation Meeting, scheduled key pick-ups or drop-offs incur a non-negotiable $12 fee. We do not use lockboxes for keys, and keys must be handed directly to/from the owners.

• In the rare event of a lost key, we cannot be held responsible financially or otherwise for any lost keys or lock replacements. Alternatively, we are comfortable using digital locks with codes specifically for your dog walker or dog sitter.

• Keys and locks must be in working order. It is the client's responsibility to ensure that keys work in locks. If a key does not work, our staff cannot be held responsible. In such cases, you will be charged in full for the service even if access to your home is not possible.

• Confidentiality of Access Codes - If clients provide access codes or passwords for home entry, we will handle this information with the utmost confidentiality and take necessary precautions to safeguard it. We will not share or disclose access codes to any third parties unless required by law or in case of an emergency.

DOG WALKS
Scheduling and Fees:
To streamline our operations and provide efficient services, we kindly request that all walks for the upcoming week be scheduled by Sunday evening, with a cutoff time of 7 pm. Any walks scheduled after 7 pm on Sunday will incur a $5 fee per walk.

Morning walks before 8:30am or Evening walks after 5pm incur a $5 fee
Major and Federal Holidays incur a $25 fee or 2x the cost of the walk (for 1 Hour Walk, 2 Hour Walk or Quick Relief Walks)

Walking Cancellations:
If you need to cancel a walk, we ask that you do so no later than Monday at 9 pm. Cancellations made after this time will be subject to a 50% fee, while same-day cancellations will be charged in full. Late cancellations can be financially burdensome for our walkers, as they often cannot fill the time slot with another walk. By canceling ahead of time, we can better manage our walker schedules and offer alternative arrangements.

Walking Requirements:
Clients are required to book a minimum of three walks per week. Failure to meet this requirement after joining our app will result in an additional charge of $10 per occasional walk booked.

Scheduled Walks:
All walks are scheduled within a 2-3 hour window. While our walkers strive to accommodate specific scheduling needs, it can be challenging to arrive at an exact time due to various factors.

Group Walks:
We provide small group walks with a maximum of 2-5 dogs per walk to ensure individual attention and safety.

Harness and Leash Requirements:

• All dogs must wear a tight-fitting harness or an Easy Walk Lead during walks. Loose harnesses are not permitted, and flat-buckle collars should only be used for tags. We do not use prong, choke or shock collars.

• We encourage the use of leash clips with locking mechanisms to prevent dogs from slipping out of their harnesses.

• Retractable leashes are not allowed for safety reasons, and only standard rope leashes are permitted.

Additional Fees:

• Walks scheduled before 9 am and after 5 pm will incur a $5 fee.

• Walks scheduled on the weekends will incur a $5 fee.

• Sibling Dogs are an additional fee, dependent on the service booked.

• Other applicable fees are listed openly on the Services page of our website.
  

Time Window for Scheduled Walks:
Except for puppies under 6 months old, we kindly request a 3-hour time window for all scheduled walks. This allows us to efficiently serve all our clients. Please understand that inclement weather conditions may occasionally affect the duration and timing of walks, and we appreciate your patience and understanding on such days. Walks may be shortened at our discretion during heavy rain, snow, or extreme heat.

Same-Day Requests:
We strive to accommodate same-day walk requests for current clients whenever possible.

Consistent Dog Walker:
Your dog will be assigned one consistent dog walker, except in cases of major schedule changes or when the walker is on vacation or sick.

Our dog walkers are dedicated to ensuring the well-being and safety of your pets. Their responsibilities include:
-Picking up your dog.
-Walking your dog for the allotted time.
-Ensuring your dog is safely returned home.
-Refilling water or food bowls as necessary.
-Minor clean up of dog post-walk. e.g. - wiping paws, toweling down during rain or snow

Service Boundaries:
To maintain the quality and consistency of our services, our dog walkers are strictly prohibited from performing tasks outside their designated responsibilities. This includes, but is not limited to, transporting dogs to locations such as veterinary offices, boarding facilities, or daycare centers, unless these services have been explicitly scheduled in advance through our app. Additionally, our staff cannot engage in household cleaning, child supervision, or any form of medical or physical assistance for individuals within your home.

Decision-Making Protocol:
All decisions regarding dog walks and client interactions must be approved by Ilana Engel. Our dog walkers are not authorized to discuss options, scheduling or make decisions regarding services directly with clients. Any questions or suggestions should be directed to Ilana Engel for further discussion.

Client Communication:
We aim to provide efficient and focused services. Therefore, our dog walkers need to keep conversations with you related to their immediate duties brief. For any inquiries or detailed discussions about services, please reach out to Ilana Engel directly.

Behavioral Issues:
If there are any concerns about your dog’s behavior, our dog walkers will document and report them to Ilana Engel, who will review the situation and follow up with you directly, if necessary. Dog walkers are not qualified to and should not be giving you advice in regards to your dogs behavior and health. If you think your dog walker is overstepping their responsibilities, please reach out to me (ilana) to discuss.

These policies are in place to ensure that we deliver consistent, professional, and efficient services, while maintaining clear boundaries.

DOG SITTING/BOARDING
Dog Sitting Policies:

• To guarantee your spot for dog sitting, you must book and pay the invoice through the Time To Pet app. If the employee originally assigned for dog sitting is booked by another client while you delay booking, we will attempt to find another available employee, but their availability cannot be guaranteed.

• Once booked, dog sitting services are non-refundable, as our staff reserves that time exclusively for your pet.

• Dog sitting is charged on a daily basis rather than per night. Our staff will depart on the evening of the final day of dog sitting or by the following morning at the latest. Any services provided after a morning walk and breakfast will be considered a full day of boarding, unless the client arranges separate walks and services to accommodate their dog until they return home.
  

NEW Dog Sitting Clients
For all new clients interested in booking dog sitting services, we kindly request that you schedule 1-2 walks for our staff to become acquainted with your dog prior to their stay. This allows our team to establish a rapport with your furry friend and ensures a more comfortable and enjoyable experience during their stay with us.

Preparation for Dog Sitting:
Please ensure that your home is clean and in a livable condition for the arrival of the dog sitter. Our staff is not responsible for general cleaning tasks such as taking out the trash or doing dishes left by the client before their departure. We follow a policy of "leave it as you found it," meaning our staff will clean up after themselves and your pet.

Dog Sitting with Other Household Members:
We do not provide drop-in walks or feeding for dogs when clients are out of town, even if other household members are present and sharing responsibilities. We do not leave a dog alone for extended periods without anyone staying over. If a friend or family member shares pet care responsibilities with us, it has been our experience that the friend/family member often fail to fulfill their duties adequately.

Dog Boarding and Daycare with ilana
ilana exclusively accommodates dogs weighing 20 lbs or less at their full adult weight for both boarding and daycare services in her home. However, she does make exceptions for puppies and occasionally accepts larger dogs aged 5 years or older, provided they have a calm and mellow demeanor. It is mandatory for all dogs to be spayed or neutered by 8 months of age.
Please be aware that availability for boarding and daycare is extremely limited, as Ilana maintains a maximum capacity of 6-7 dogs at any given time, with an average occupancy of 3-4 dogs. Due to high demand, it is recommended to book approximately 2 months in advance, or 4 months ahead for major holidays.
For daycare services, a commitment of one year or more is required for selected weekdays, excluding holidays. To inquire about currently available weekdays, please reach out to us.
Boarding and daycare drop-off/pick-up times are scheduled between 7 am and 10 am, as well as from 7:45 pm to 8:30 pm.
Payment must be made at drop off for both boarding and daycare
Major and Federal Holidays incur an additional $30 fee for daycare.

Cameras:
We respect and support the use of security cameras to monitor home and pet activity. However, if our staff is providing overnight visits, we require disclosure of any cameras in the bedroom and bathroom areas used by the sitter. Failure to disclose this information is a violation of our service agreement, and we reserve the right to terminate all overnight visits promptly. In such cases, pet care will resume the following morning with multiple daily visits as a replacement for overnight care. Fees associated with overnight care will not be reimbursed, as the reservations for this premium service cannot be fulfilled when other clients may have been declined for the same service. We take both the security of the client's home and pet and the sitter's privacy seriously. The use of cameras includes wireless/wired cameras, closed-circuit TV monitors, analog, HD-SDI, spy/hidden cameras, tablets, digital phones, webcams, or any other live feed/recorded video and/or audio recording device.

Sleeping Arrangements and Instructions:
Please specify the sleeping arrangements for the dog sitter in the Notes section of the app. It is crucial to include all necessary instructions and household rules in your pet's profile to ensure proper care.

Third-Party Access:
If you have a cleaning person or any other individual entering your home while the dog sitter is present, please notify us in advance.

Special Needs and End-of-Life Care:
We cannot provide dog sitting services for pets with severe health issues or those in the final stages of their life. For these situations, we recommend exploring options such as veterinary hospitals or hospice care, where professionals can provide specialized support.

Holiday Bookings:
For the following dates, please select the "Holiday Dog Sitting" service to ensure proper booking. If you select regular dog sitting, we will edit the booking to reflect the appropriate service. Dog sitting services booked for these dates are non-refundable once booked and paid for:
Thanksgiving: Nov 15-Dec 4th
Christmas and New Year: Dec 17th-Jan 7th
Martin Luther King Jr Day
Memorial Day
4th of July
Juneteenth
Labor Day
Indigenous Day (Formers Columbus Day)
Veterans Day

GENERAL POLICIES
Treatment of Owner and Staff:
We reserve the right to terminate services with clients who demonstrate hostility or combativeness towards the owner or staff members. This includes communication in person, via text, email, the Time To Pet App, or over the phone. Mutual respect between clients, owners, and staff members is essential. Refunds will not be provided for any services rendered or future services booked and paid for if service is terminated due to disrespectful behavior. We also reserve the right to terminate services with clients who do not adhere to the policies outlined here.

Pet Supplies and Payment:
Clients are responsible for providing all necessary supplies, including food, treats, medications, transportation and other pet-related items. Any expenses incurred for purchasing supplies or transportation during service will be reimbursed by the client. Payment for services rendered is expected within the agreed-upon timeframe as specified in our payment terms.

Confidentiality:
For the protection and privacy of both clients and staff members, clients and staff are not permitted to have each other's phone numbers.

Communication Response Time:
We strive to respond to client inquiries, messages, and requests in a timely manner. However, please understand that there may be instances where we cannot immediately respond due to ongoing service commitments or unforeseen circumstances. We appreciate your patience and understanding.

Photo and Video Release:
We occasionally capture photos or videos of pets during our services for promotional or documentation purposes. By using our services, clients grant us permission to use these images/videos on our website, social media platforms, or other marketing materials. If you prefer that your pet's images/videos not be used, please inform us in writing.

Emergencies:
In case of a pet emergency, we will make every effort to contact the client immediately. If we are unable to reach the client, we will proceed with contacting their emergency contact and then necessary emergency veterinary care as recommended by the attending veterinarian. The client is responsible for all associated costs and fees.

Insurance:
We maintain bonding and liability insurance to cover any incidents or accidents that may occur during the provision of our services. However, clients are responsible for any damages or injuries caused by their pets while under our care.

Confidentiality and Data Privacy:
We prioritize the confidentiality and protection of client information. All client data and personal information shared with us will be handled securely and in accordance with applicable privacy laws and regulations.

Feedback and Concerns:
We value feedback from our clients as it helps us improve our services. If you have any concerns or suggestions, please contact us directly so that we can address them promptly and ensure your satisfaction.

Satisfaction Guarantee:
We are committed to providing high-quality services and ensuring client satisfaction. If, for any reason, you are not completely satisfied with our services, please let us know within 24 hours, and we will make every effort to address your concerns and resolve the issue to your satisfaction.

Agreement Modifications:
These policies may be subject to change at our discretion. We will notify clients of any policy updates in a timely manner. Continued use of our services after receiving notification constitutes acceptance of the revised policies.

Force Majeure:
In the event of unforeseen circumstances or force majeure events such as natural disasters, extreme weather conditions, or public emergencies, we reserve the right to modify or cancel services for the safety of our staff and clients. We will make every effort to notify clients and provide alternative arrangements.

Service Disputes:
Any disputes or disagreements arising from our services will be resolved through amicable negotiation and, if necessary, mediation. Clients agree to refrain from posting negative or defamatory reviews online without first seeking resolution with us directly.

Service Termination:
Clients may terminate our services at any time with prior notice. However, refunds will not be provided for services already rendered or future services booked and paid for.

Interpretation of Policies:
In the event of any discrepancies or ambiguities in the interpretation of these policies, the final decision will rest with our management. It's important to note that these policies are just suggestions and may need to be customized to align with your specific business practices and legal requirements.

REFERRAL PROGRAM
We appreciate client referrals and offer a referral program as a token of our gratitude. When a client refers a new client to us, both the referrer and the new client may be eligible for a discount or promotional offer. Details of the referral program will be communicated separately.

BOARDING POLICIES (in Ilana’s home)
1. Dogs must be 22lbs or less, completely housetrained, fixed and non-aggressive towards other dogs and people.
2. Dogs must be dropped off/picked up before 10:30am or after 8:00pm during the work week. 
3. Any pick-up after noon is an additional $60 (or $80 in the case of a holiday or $100 if there are two sibling dogs )
4. On Sundays, dogs must be picked up before 9:30am. Any pickup between 9:30am-12noon is an additional $30. Any pick up after noon on ANY DAY is an additional $70 (or in the case of a holiday $100).
5. Dog boarding is not refundable once booked. You are not just reserving the care for your dog but the time set aside by our staff. Once you cancel, it is difficult to fill that time again with other work
6. Dogs must arrive for boarding without smelling. Please bathe your dog before dropping them off if they smell.

Daycare
Daycare must be scheduled via text to ilana each Sunday. The same conditions to cancellations apply to daycare as they do to walks. If cancellations are made the day of daycare, the full price will be charged. 

Treatment of Owner and Staff

We reserve the right to terminate service with clients that we deem to have acted with hostility or combativeness towards the owner or staff members. These actions may be through communication in person, on text, on email, via the Time To Pet App, or over the phone. We expect there to be a mutual baseline of respect between both client, owner and/or staff member. Once service has been terminated, refunds will not be given for any services already rendered or future services booked and paid for.

We offer deep discounts to any client that recommends us to their friends. When your friend books with us, we will give you a week of walks for free or 2 nights of boarding for free.