Policies and Procedures
Welcome to Wag-N-Ride LLC! We are so happy you are choosing a team of licensed and insured professionals to care for your pet(s)! Wag-N-Ride puts the health and safety of all their pets as top priority. This team is made up of individuals who have both experience and knowledge in proper pet care. Operating as a team allows us to better serve the pet community! We serve Mountain Brook, Homewood, Vestavia and Hoover. In order to provide the absolute best care for your pets, and peace of mind for you, we do have policies and procedures put in place.
1.Time to Pet: All clients will have to make a pet parent portal prior to meet and greets. We ask you to provide accurate and up to date information on your portal. The portal is used to help us provide quality care to your pet. It is also highly recommended to download the Time to Pet app on your phone for faster communication. All booking, billing and communication with team members will be done through this software.
Scheduling: We run on a “first come first serve” basis. We consider all our clients valuable, and for this we ask you please schedule sooner rather than later. We can not guarantee that spots will be available.
Services: There is a list of services on Wag-N-Ride’s website, as well as, on time to pet software. We offer pet sitting, dog walking and pet taxi services. You can request services at any time, and if available will be accepted by one of the team members.
Meet and greets are REQUIRED for all new clients, or new pets. We do charge for meet and greets. The rate is for 30 minutes ($35), and you will meet Anna and several team members.
Invoicing: Invoices are sent out the Friday after services are completed. Payments are due at the time of invoicing. We can charge cards on file if payment is not completed within 7 days of receiving the invoice.
Cards on File: You can give permission to Wag-N-Ride to charge cards on file for you. This will be done each Friday after services are completed. Card info is protected through Stripe software. WE WILL NOT CHARGE CARDS WITHOUT PERMISSION WITH THE EXCEPTION OF OVERDUE INVOICES.
Holidays: Wag-N-Ride is open on all holidays. There will be a $20 fee per holiday added to invoices. This will only include the following holidays: New Years eve/Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Eve/Day.
Code of Conduct: We perform top notch pet care for the community. All team members are expected to treat all clients and pets with respect, honesty and integrity. We ask that clients do the same for us. We do not tolerate disrespect, lying or rude/mean behavior from either side. If there is an issue, we ask that you reach out to speak with Anna, so she can handle the situation appropriately.
Safety: Safety is our #1 concern. This goes for both the pets and sitters/walkers. We WILL NOT accept extremely aggressive dogs or cats with severe bite histories. We WILL NOT walk dogs that are extreme pullers, flight risks, or have extreme reactivity issues. This is for the safety of our sitters/walkers, as well as the community. We can provide drop-in visits where there is a secure fence in place. If you would like walks, dogs will need to learn how to walk on a prong collar or go through training before we will walk them. If your pet is an escape artist, we ask you to have the proper barriers in place to prevent your pet from escaping. If we arrive to provide service, and barriers are not in place, we have the ability to either not perform the service, call your backup contact to finish the job, or apply our own barriers to prevent an escape.
Pet Emergency: Owners should leave emergency contacts before departure. If an emergency should arise, we will make all reasonable efforts to first contact the owner. If the owner is unable to be contacted, Wag-N-Ride will then reach out to emergency contact and/or a veterinarian. If a pet needs immediate medical attention, then we will first contact the vet listed inside the pet parent portal. If that vet is unavailable or closed then Wag-N-Ride will take the pet to either the first available vet, or the closest emergency clinic.
Household Emergency: Should a household emergency arise, we will assess the situation, and decide if we should remove pets from the premises immediately and call 911, and then we will make efforts to contact the pet owner and emergency contact. If unable to reach either person(s), then we will call a professional service based on the situation. For example: water leak, gas leak, fire, etc.
Keys: We are going to request keys be placed in lockboxes. Codes to lockboxes, doors, and alarms need to be stored in client portals. Alarm codes should be accessible in the client portal, even for those who plan to set and unset alarm. There will be an added fee, if an alarm we weren't aware of goes off, and the alarm code is not easily accessible.
CANCELLATION POLICY: If you cancel the same day then you will have to pay for services that were going to be performed that day. Cancellations done prior to the date of service will not be charged.
We ask that the Wag-N-Ride team be made aware of anyone else who may be entering the home throughout the day that services are being performed.
These policies and procedures are put in place to ensure the best care is given to every pet that is placed in our care. Your pet’s health, safety and happiness is our number one priority, as well as, the health safety and happiness of our pet sitters/dog walkers. Should any one go against our policy, or give wrong information we have the right to terminate future services.
Please read and acknowledge that you understand the policies and procedures
*These policies and procedures may be updated from time to time, please check your pet parent portal for the most recent version. If you have any questions do not hesitate to reach out to Anna.*