Policies

BUSINESS HOURS

 

Our business hours are 24/7/365. Any emergencies or urgent needs may be addressed by calling (215) 645-2761 at any time.

 

COMPLETION OF TRIP

 

Please remember to email or text Tails of Philly at (215) 645-2761 within 24 hours of your return from your trip. Otherwise, we will continue visiting to assure the safety and well-being of your pet. Additional trips will be added to your bill.

 

RESERVATIONS

 

Please contact Tails of Philly in person, by phone/text or email to book pet care services at least 48 hours before your pet will need a scheduled visit. There is a $25 surcharge for any for service request received less than 24 hours from the start of reservation.

 

Tails of Philly will confirm your upcoming reservation in person, by text or email at least 48 hours before the first visit is scheduled. This ensures your peace of mind that your pet will be well taken care of while you are away. 

 

PAYMENT

  • Invoices for weekly clients will be emailed to clients on Fridays and payment will be do within 14 days of invoice receipt.
  • Invoices for vacations and trips are sent a week before the first date of service (if booked enough in advance) and are due no later than 14 days after the last day of requested service.
  • Invoices for Pooper Scooper Service are billed monthly - you will receive an invoice at the beginning of the month that will be due at the end of the month.

Please make payments either by submitting a check or money order to “Tails of Philly LLC,” credit/debit or pay by cash. If writing a check, please write-in your invoice # in the memo area. Credit and debit payments can be accepted through the online invoice system, Wave, or through PayPal.

 

CANCELLATION POLICY

 

Vacation Visits. Except for holiday periods, cancellations for vacation visits may be made up to 24-hours in advance of your trip. After that period, there will be a cancellation fee equaling the visit fee. During holiday periods, cancellations must be made at least one week in advance of first scheduled visit; cancellations made 6 days or fewer in advance will be charged 50% of their total reservation.

 

Mid-Day Walks. Please call the office 24-hours in advance should you find you will not require a walk.  This allows us time to revise the schedules and routes. You will be credited for the walk as long as we receive notice a minimum of 24-hours in advance to the scheduled walk; otherwise you will be charged 100% of the day’s fee.

 

True and documented emergencies will considered and the fee waived.

 

INCLEMENT WEATHER POLICY

 

Rain. Visits are not cancelled in the rain & sleet; however,  walks might be shorter for the comfort of your pet.

 

Snow: If there is light snow and the City is operating as a normal business day, midday walks and pet sitting visits will continue as usual. If the Philadelphia Public School System is closed for the day, midday walkers may not do walks - Michelle will email or text every booked client to let them know if walks/visits are on or not. Obviously, when there is a severe snow emergency, it is not a wise idea for sitters to be on the road jeopardizing their lives on slick or unplowed roads. One solution we have suggested to clients is to have a local emergency contact like a neighbor who can be relied on during these rare emergency situations to take care of your pet when it is physically impossible for a sitter to make the visit. If you are out of town during a weather emergency or still need to go to work even though the City is closed, Tails of Philly will make every reasonable effort to make sure your pets are cared for without sacrificing the safety of our walkers and sitters. If walks/visits are cancelled due to severe weather, you will not be charged.

 

VISIT HOURS

 

Morning. Visits are done between the hours of 7am & 9am.  

Midday. Visits are between 11am – 3:30pm.

Evening. Visits are between 7pm & 9pm.

  • Visits for dogs requiring two visits per day (AM & PM) will be made approximately 12 hours apart.
  • Cats will be visited approximately the same time each day depending on sitter’s schedule.
  • If there is a need to schedule a specific time for your pet, please discuss this with Tails of Philly.

 

FRIENDS AND FAMILY ACCESS

 

Tails of Philly understands you may have friends and/or family come visit your pet(s) while you are away, however, Tails of Philly is not responsible for any damages incurred to or in your home or to your pet during any time period that anyone other than Tails of Philly has access to your home. PLEASE notify Tails of Philly if there will be anyone else having access to your home in your absence.

 

ADDITIONAL FEES

 

Purchasing food or supplies for your pets. There will be a $40.00/hour delivery fee if Tails of Philly needs to pick up supplies for your pet (minimum 1 hour). Please remember to leave adequate (or more!) food, litter, leash etc. for your pet’s needs.  

 

Meeting with sitters and walkers. Pre-service consults for new clients are free. However, a $25 charge per meeting when clients request to have a secondary consult or meet their walker or sitter.

 

Transportation of pets to vet, groomer, doggy day care or kennel. Arrangements must be made with significant advanced notice prior to the date of transportation. We only transport within Philadelphia City. Clients will be charged $25.00 per hour which includes pick up, time at the pet care facility and drop off.  

 

Holidays. There will be an additional $10 per visit fee added to the regular per visit fee charged for services on the following holidays - New Year's Eve/Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Eve/Day. 100% of this fee is given to your sitter as an incentive to devote time to your pet and home on these special days. Regular mid-day walks do not occur on holidays, unless separately scheduled.

 

Last minute service requests. Sometimes emergencies do arise, generally we ask for 24 hours notice for services to be rendered. Feel free to inquire about last minute services, but availability is on a first come first serve basis, and will incur a “LAST MINUTE” fee of $25.00 if requested with less than 24 hours notice.

 

Returned checks. Client agrees to pay a $25 fee for each check returned by the client’s bank regardless of the reason.

 

KEY PICK-UP AND RETURN POLICY

 

Tails of Philly will retain two copies of your key at the time of contract signing. One key is kept in the company key safe for emergency use and the other key is checked out to your sitter. Your keys will be returned within 10 days of the end of contract period at your request. There will be a $10.00 key return fee for this service. It is suggested that the client allow Tails of Philly to retain a key on file for future pet sitting needs. A charge of $10 will thereafter be assessed for key pick up. Tails of Philly agrees to keep your key locked in a safe place with only secret coded identification to you and your address. If, after a period of 2–years has elapsed and client has not reserved our pet care services, it will be assumed that the client has moved away or no longer require pet care and client keys will be discarded. If client decides to resume services after the 2-year period of inactivity, the client is responsible for supplying two new sets of keys to Tails of Philly.  

 

EMERGENCY CARE/SICK PETS

 

If your pet is ever in need of emergency care, Tails of Philly will administer immediate pet first aid before your pet is taken to your veterinarian (or a 24 hour emergency facility if your vet is not open) and will notify you or your emergency contact. We do not knowingly accept sitting assignments with sick pets. We firmly believe that sick pets belong under the constant care of a veterinarian. However, if you have aged or medicated pets, we can care for your pets as long as you provide Tails of Philly with care instructions for your special needs pet.  

 

DESTRUCTION BY PETS

 

As a rule, most damage to property, furniture and carpets is done by pets who get lonely and bored. Most owners do not know in advance what will provoke their pets to such action. Tails of Philly will make all attempts to limit any destruction by pets of household goods. Tails of Philly will not be held responsible for damage done by your pets to your home unless it is the result of negligence. Tails of Philly will use common sense and attempt to limit and restrict bad behavior by pets.  

 

UNSECURED PETS

 

Tails of Philly will not be held liable for free-roaming outdoor pets (i.e., cats, dogs left out in the yard, or with access to a doggy-door) in the event of illness, injury, loss or death. It is strongly advised that all pets wear an ID tag with a contact number and that they remain inside the home or confined for their own safety and welfare in your absence.

 

SECURED AREAS

 

It is the pet owner’s sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to keep pet inside of or away from any areas pet may be having access to. The pet sitter does not assume and has no liability for any injuries the pet may sustain while in its own home/property.

 

PET CARE SERVICES WE DO NOT PROVIDE

 

Although our services include regular brushing of cats and dogs, if they allow, we do not include bathing, grooming, flea dips, nail trimming, ear washing or any personal hygiene. If your vacation is lengthy and your pet requires a trip to the groomer, we can accommodate you if arrangements are made in advance of your departure.

 

TRAINEES

 

Client will allow Tails of Philly trainees (future dog walkers and pet sitters) to shadow an authorized Tails of Philly pet care provider and/or authorized trainer on staff in their home. In-the-field training of new pet care providers is the best way to tie in training materials and instructions trainees have received with real work situations under the supervision of expert pet care handlers.   

 

CLIENT SATISFACTION

 

We know our business depends on doing excellent work, and it is the quality of our service on which we stake our success. We are working very hard to make our name mean reliable, high-quality service. We strive to provide perfect service, but if there is ever a time when our service is not completely satisfactory, please let us know right away. We will do our best to make it right for you and adjust all future service to make certain it does not occur again!