URBAN ANIMAL INC POLICIES

We will provide professional reliable loving care for your pets and in return we ask that you heed our policies and guidelines regarding service

Scheduling & cancellations

In order for us to visit your pet at the time agreed upon, we need to stick to a schedule. It may be difficult for us to accommodate last-minute requests but we will do our best - in general we require at least 24 hours notice on scheduling. The same applies to cancellations.

Dog walks: You will be charged for cancellations with less than 24 hours notice.

Cat visits or House-sitting: You will be charged 25% of the scheduled booking, or the cost of the 1st day (whichever is greater), for cancellation with less than 48 hours notice.

All cancellations must come through the Urban Animal office, never directly with your pet sitter or dog walker. The same applies with scheduling - all jobs must be booked and receive confirmation directly from our office to be valid.

In general, there will be one person assigned to you and your pet. If your walker or cat sitter becomes sick, injured or is not available for dates requested, you will always be given the option of a substitute sitter.

For all new clients using our service for the first time, a meeting with the walker/sitter is scheduled at no charge. It will be arranged so they come to your home to meet you and your pet(s), collect keys and review your pet’s care. If a second meet is requested at any other time our usual visit rate will apply.

Getting in touch

Our regular business hours are 9 am to 5 pm Monday to Friday.

For scheduling, cancellations and all general inquiries we can be contacted via email.

petcare@UrbanAnimalNYC.com

In the event of an emergency, or if you need to contact us outside of business hours, you can call or send a text to 646-305-1900.

Contacting you

In the event that we need to contact you it is crucial that we have a reliable way to reach you or the person you designate. For this reason it is a good idea to keep Urban Animal updated with any changes to your work/cell phone numbers and email, as well as for your designated contact person. When traveling it is advised to provide us with a landline along with your cell phone as well as a designated local person who can be contacted in an emergency.

Staying in touch

For dog walks: Please provide a note pad and pen for your sitter/walker so they can leave you a note each visit. They can tell you if anything interesting happened during the walk or visit, or just keep you updated with the care of your pet.

Please remember to keep us updated with any changes regarding your pet’s health, care, routine or sudden changes in behavior.

Necessities...

For your dog walker

Provide a secure collar & leash with identification and state & local license tags. You also need to provide poop bags, any dog treats and a towel for dry-offs. If your dog is susceptible to inclement weather remember to leave out their sweaters, coats and rain jackets.

For your cat sitter

You must provide sufficient supplies for the duration of your trip, including food, treats, litter, garbage bags, paper towels & cleaning products. For felines that like to be brushed or love to play, remember to leave out brush, comb and toys for your sitter to find.

The Unexpected

Purchases: In the event that Urban Animal has to purchase supplies such as litter, food or cleaning products a fee of $20 will be charged, plus reimbursement for any costs associated with the purchase.

Delays: If, for any reason, we are required to remain with your pet for a period of time longer than the scheduled visit (such as problems with keys, your pet being sick or needs a trip to the vet) our standard hourly rates will apply.

Keys

If you do not live in a doorman building or keys cannot be left with the doorman, you will need to give Urban Animal a set of your keys. If there is no one local with a backup set of your keys we request that we are given 2 sets of your keys. Client’s keys are coded for customer confidentially and we never label client’s keys with names or address.

If you wish your keys to be returned at the end of a job and you do decide to use our service again there is a $15 key pickup fee, charged every time the sitter/walker needs to stop by to collect keys.

Payment

Once Pet Care is confirmed, we will e-mail you a Quickbooks invoice that you can pay online. We also accept payments through the(Paypal) link on the website.

For dog walking: Payment is to be made weekly and is due at the end of each week of service

For cat sitting and house-sitting: Payment in full due at the start of service.

Holiday and Weekend Surcharges

There is a $10 surcharge for dogwalks, cat visits and housesits that occur on the following holidays: Christmas Day, New Year's Day, and Independence Day, and for the weekends of Martin Luther King Day, President's Day, Memorial Day, Labor Day, Columbus Day, and Thanksgiving weekends.

There is also a $10 surcharge for dogwalks done on weekends or before 9am or after 8pm.

Questions or inquires

If you have any questions or would like to know more about our service and the areas we serve please send us an email - we would be happy to hear from you.

petcare@UrbanAnimalNYC.com