Policies & Services

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Client Responsibilities

As a New York’s Pet Pal customer, you play a significant role in the health and safety of our pack, and the ability of our staff to deliver on its promises to all of our clients. Please ensure that your pets are up-to-date on all vaccinations, including rabies, distemper, parvovirus, bordetella or any other illness or medical condition. If your pet becomes sick, has a medical condition or has allergies, kindly notify us ASAP prior to your scheduled service. If you fall ill or suspect you have COVID, please let us know. We also ask that families with dogs Inform us of their preferred walking route, dog park, parks, solo or group walks, behaviors (e.g., a dog escapes their harness/collar; avoids other dogs; eats from the floor; fears skateboards, children, trucks or crowds; etc.), and any other matters that would make you and your dog comfortable. At the time of service, provide a collar, leash, and any necessary accessories (e.g., muzzle, weather gear, poop or disposable bags) for your dog. Please also notify us of any changes to your address, contact information, dog's health status, or problems in the building (no elevator services, walk ups, problems in apartment) ahead of time. Please provide working emergency contact information, the home should be accessible during scheduled walks (i.e., keys, fobs, special door codes, etc.), and update building’s management and door attendants about New York’s Pet Pal’s scheduled dog walking services to avoid delays which decrease walking time.

Prior To Service

Meet and Greets

Prior to the first walk, we require a meet-and-greet with you and your pup to get to know one another, answer any questions about services or policies, and to assess your dog’s needs, routines, and compatibility with other dogs on the route. This is also an ideal time to run through any building access protocols and provide spare keys and instructions, as needed. The meet and greet can be 30 minutes (an actual ½-hour walk for a fee) or just a few minutes to get acquainted and is required within the same week of starting service. When more than one visit is required or in case of changes or cancellation, fees apply.

Assigned Walkers

All walks will be covered by a member of our team, and we may not be able to accommodate requests for one specific walker. This is important to ensure daily coverage of scheduled walks and to match dogs with an appropriate pack for socialization. When assigning a different team member to walk your dog we notify you ahead of time and are happy to set up a second meeting in person with you before your walks begin.

Keys and Entry

We ask that you provide two copies of your key/fob(s). Your keys will only be provided to authorized team members. You may provide spare keys, building fobs, or apartment codes to our team at a meet and greet or leave a key with your building concierge or door attendant. Please inform them in advance that a member of New York’s Pet Pal will require apartment access, and alert us to any additional security protocols required prior to your scheduled service. If necessary, we will also accept keys via an indoor lockbox. We cannot accept keys via KeyCafes or outdoor lockboxes.

Form and Mobile App

The last step is to fill out our form with all the necessary information and download the walkies app (iPhone | Android) to track all your dogs walks or cats drop in Services

Rates & Fees

Cat Care

Drop-in visits may include feeding, refreshing water, cleaning the litter box, medication administration and play. 30 min drop-in - $25 60 min drop-in - $50

Holidays and Weekends

Federally Holidays Holiday services are subject to availability and require advance scheduling of walkers. Standard walk rate + $10 Sitting rate + $30 Weekends Standard walk rate + $10

Fees

*All services require an additional 8.875% for NYC sales tax. Additional rate adjustments may be necessary if a service occurs outside of our area, our normal business hours, or requires other significant modification to our pre-existing routes or schedule. If a pet requires significant attention and/or cleanup (for example, due to illness or chronic incontinence) you may be subject to a cleanup fee. We will discuss with you and plan ahead for any reimbursements needed. For longer-term home cleaning needs, we will refer you to our affiliate Clean 4 You NYC, which specializes in homes with pets.

Dog Walks

Group Walks (2-3 dogs per walker) **Standard group rates are available when booking a minimum of 5 walks per week.** 30-min walk - $25 1-hr walk - $35 Solo walks (1 dog per walker) 30-min walk - $30 1-hr walk - $40

Pet Boarding and Sitting

We are able to accommodate pet boarding requests in your home. Below are standard rates for services that include 3 walks, 2 meals, socialization, medication, and simple cleanup of messes. Pet Sitting (in your home) - $110 per day Drop-in Visit (in your home) - $90 per day

Cancellation Policy

We understand that plans change and will work with you as best we can. Please provide at least 24 hours’ notice of your cancellation, so we may accommodate requests from other families. Same-day cancellations may be subject to a 50% charge. Same-day changes from group to solo walk or a change in pickup location or instructions are subject to availability and may require additional fees.

Book a service

Dog Walking Basics

Dog walking services include picking up and disposing of waste, poop bags provided upon owner’s request, and double safety security is used on all dogs. Treats, breakfast or dinner, fresh water, exercises, socialization, or any other accommodations can be made or added based on requests or needs. Please note that retractable leashes are not permitted in NYC and will not be used during walks.

Walk duration The service begins when the walker arrives at the building and ends when the dog is returned home or to another designated facility. Training We do not provide animal behavior modification training at this time and are happy to refer you to the Lower East Side businesses that offer this service. We do use basic commands and can reinforce any training or commands you are working to master with your dog. Socialization Group walks provide the perfect chance for dogs to socialize with peers and do what comes natural. We can provide socialization opportunities for your dog through solo, group (2 dogs per walker) or bridge walks and dog park visits. We will carefully assess your dog's temperament, behavior and other needs (puppy, senior, etc.) before introducing them to other dogs, routes, routines, and spaces. We will always supervise socialization and interactions to keep dogs safe. Year-round Walks and Weather Inclement weather conditions (heat, cold, snow, rain, etc.), may limit the amount of time we spend outside to ensure your dog’s safety and the safety of our walkers, and we may provide indoor time on solo walks to complete the walk. We offer breaks for your dog to hydrate in summer heat, and provide treats with your permission. If you would like us to clean your dog’s paws after a walk, we request that you provide a towel or wipes for our use and let us know where to find them. We reserve the right to cancel services in weather conditions (i.e., extreme cold or heat) that pose a safety risk to your dog or our walkers, and will notify you as soon as possible.

Cat Care Basics

Cat drop-in services provide care for your feline friend in the comfort of their own home. Instead of boarding your cat at a facility, a pet sitter visits your residence at scheduled intervals to perform tasks like feeding, refreshing water, cleaning the litter box, playtime, and administering medication (if needed). This can be a great option for cats who are stressed by new environments or require special care.

What to expect: 1. Feeding and Watering: Ensuring the cat has fresh food and water according to the owner's instructions. 2. Litter Box Maintenance: Cleaning and refreshing the litter box regularly. 3. Grooming: Brushing the cat if needed, especially for long-haired breeds. 4. Medication Administration: Administering any required medications as directed by the owner. 5. Play and Exercise: Providing playtime and mental stimulation to keep the cat engaged and happy. 6. Health Monitoring: Checking for any signs of illness or distress and contacting the owner or a vet if necessary. 7. Comfort and Companionship: Offering affection and attention to keep the cat comfortable and reduce stress. 8. Home Security: Ensuring the home is secure and taking care of any additional household tasks requested by the owner, like watering plants or collecting mail.

In-home Accidents

Accidents occurring prior to scheduled walks –

We understand that your dog may have an accident in the home while unsupervised between walks. We will do our best to assist, especially if the accident is due to a delayed walk (i.e., 30 minutes after scheduled start time during a thunderstorm, for example). You may be charged for cleanup of serious accidents or messes (e.g., repotting overturned plants, cleaning pet waste in the home) that may significantly delay a walker from assisting other pets.

Any additional necessary costs such as food, litter, cleaning supplies or other necessities unavailable in the home during a service that contribute to the well-being of your pet will be purchased by New York’s Pet Pal, LLC. We will retain a receipt and you will be responsible for reimbursement of these items.

Frequent/habitual accidents – If you notice a change in your pet’s behaviors or that they are frequently relieving themselves indoors, we recommend you consult with a trained behaviorist or veterinarian to rule out behavioral (e.g., anxiety due to changes in a family routine) or medical challenges. Unfortunately, we cannot guarantee accommodation if a service will regularly prevent us from arriving at other homes on the route in a timely manner.

Paying for Services

Billing Cycles

Regular New York’s Pet Pal clients who schedule three or more walks per week can be billed biweekly.

Payment for all other walks is due at the time of service. Payment for drop-in visits or pet sittings is due within 5 business days of the final date of service.

Payment

Payment is due at the time of service, or in advance, as agreed upon. Past due payments will incur a late fee of 5% per week. To ensure fair and timely compensation of our team for their hard work, services will be discontinued until any outstanding bills are paid in full.

The following are acceptable forms of payment: - Cash or check (payee: New York’s Pet Pal) - Venmo to @newyorkspetpal - Zelle/Chase QuickPay to info@newyorkspetpal.com. - Apple Pay (via Walkies pay link 5% processing fee) - Credit card via stripe (5% processing fee)

Insurance and Liability

Liability

We are not liable for any injuries or damages caused by your pet during our walks or drop-in visits, and we will take all reasonable precautions to ensure their safety. During emergencies we will notify you immediately, seek veterinary attention with your approval or permission, and if no contact is made with you, we will proceed to seek medical help.

Insurance

We are bonded and insured by Business Insurers of the Carolinas. Our insurance covers any injuries or incidents caused by negligence, dishonesty, or accident by a member of our team.

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Where we walk

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