Jordan’s Pet Care Policies
At Jordan’s Pet Care, we aim to provide exceptional pet care and customer service. Please review the following policies, which help us ensure safety, consistency, and reliable support for all clients and staff.
1. Scheduling
Hours:
● Regular service hours: 10am–6pm, seven days/week
● Early (8–10am) and late (6–8pm) visits offered when staff are available
● Office hours: Mon–Fri, 10am–6pm
How to schedule:
● Email hello@jordanspetcare.com or use Time To Pet
● Requests are confirmed only when our office responds
● Do not send schedule changes through walkers
Deadlines & Fees:
● Weekday requests due by 6pm the day prior
● Requests after 6pm for next day service incur a $6 late fee
● Requests submitted within 4 hours incur a $15 emergency fee
● Weekend/holiday requests should be booked in advance; same-day requests may not
be possible
Time windows:
● Standard walks require a 2-hour window
● Puppies under 6–8 months may receive a 1-hour window
Staffing:
● If your regular walker is unavailable, another trained JPC walker will fill in
2. Dogs Without Recurring Schedules
● Walks are billed at the occasional-rate tier
● We cannot guarantee service between 11am–3pm
● Staff cannot be guaranteed for non-recurring schedules
● Overnight requests for non-recurring clients can be confirmed no more than 2 weeks in
advance
● Holiday overnights for non-recurring clients may be waitlisted
3. Pricing
● Pricing is based on weekly walk frequency; cancellations and additional scheduling may
adjust your tier
● Fewer than 3 recurring walks/week means we cannot reserve a specific walker
● If we cannot access your home, we wait 5 minutes; the visit is then charged in full
● A return trip to complete a walk after leaving the building incurs a $10 fee
4. Cancellations
Weekdays: Cancel by 6pm the day prior to the scheduled service
Weekends: Cancel by 6pm Friday
Late cancellations are charged in full (except true emergencies).
If a walker arrives for a visit that was not canceled, the visit is charged in full.
Overnights:
● Cancel ≥ 3 days before start date
● Late cancellations: charged first day in full + 50% of remaining nights
● Holiday overnights require 7 days’ notice or the charge is for the first day in full +
50% of remaining nights
● Any cancellations made after the start of the overnight sitting will be charged in full for the entire booking.
● By booking with Jordan’s Pet Care, you agree to the terms outlined above.
Holidays:
● Major holiday cancellations follow holiday-specific deadlines: 7 days for Thanksgiving
and Christmas and 5 days for all other holidays
● Same-day or last-minute cancellations will be charged in full
Rescheduling:
● Change requests to move a service to a different day count as cancellations if the
request is made after 6pm the day prior to the scheduled service
5. Holiday Scheduling & Surcharges
● Holiday service is limited; request early
● 3-night minimum for Thanksgiving and Christmas–New Year’s overnights
● 2-night minimum for all other holidays
● Surcharges:
● $10: New Year’s Day, Memorial Day, Juneteenth, July 4th, Labor Day, Friday
after Thanksgiving, Christmas Eve
● $15: Thanksgiving Day, Christmas Day
● Office is closed on holidays; no same-day requests accepted
6. Cameras & In-Home Overnights
To protect sitter privacy during multi-hour stays, JPC sitters may unplug or disable cameras during down time. Cameras will be turned back on when they leave. If cameras require app-based disabling, we ask clients to turn them off during overnight stays.
7. If You’re Home Sick During a Scheduled Walk
Please notify us if you are home ill so our staff can take precautions. If you have COVID, please leash your dog and hand them off at the door. Walkers may decline the visit if you are sick; the visit will still be charged.
8. Communication
For all scheduling, cancellations, instructions, and account updates, please contact the office directly via email, phone, or Time To Pet. Do not communicate requests through walkers.
9. Payment Policy
● Credit card or ACH must be on file before scheduling and prior to meet and greets
● Invoices sent 15th and last day of each month
● Cards are automatically charged 1st and 16th
● Late payments incur $2/day after 5 business days
● Only electronic payments via Time To Pet are accepted
● Prices may change with 30 days’ notice
● NY sales tax 8.875% applies
10. Keys
● Clients without a concierge or keypad access must provide keys in a lockbox
● We strongly prefer a backup set kept at our office
● If no lockbox: two sets of keys required prior to first walk
● Key pickup after the initial consultation: $20 fee
● Returned keys requiring re-pickup later: $20 fee
11. Safety Policies
● All dogs are walked with a backup safety collar
● Dogs must wear ID tags; tags should be on a collar, not the harness
● No Gentle Leaders (may break); Halti or transitional leads permitted
● No retractable leashes; flat leashes required
12. Animal Behavior & Aggression
● For staff safety, JPC cannot accept animals with known human aggression or undisclosed bite history
● Services may be terminated immediately if aggression occurs
● Dogs with dog-aggression must be muzzled during walks
● If your dog bites another dog, the client is responsible for all vet bills
● JPC follows strict safety protocols but reserves the right to discontinue service after any bite incident
13. Liability (Split Care Policy)
Jordan’s Pet Care prioritizes the safety of your pets and home. If anyone not employed by JPC will enter your home or provide pet care during the same period we are scheduled to provide services, you must notify JPC in advance so we can provide the required split-care
waiver. If split care occurs without notifying us, the client agrees to waive all rights to hold Jordan’s Pet Care liable for:
● Any loss, injury, illness, accident, or incident involving the pet
● Any damage, theft, malfunction, or issue in the home or on the property
By using our services, clients acknowledge that undisclosed shared care is taken at their own risk.
JPC is fully bonded and insured.
14. Medical Emergencies & Veterinary Care
In an emergency, we will take your pet to your veterinarian or the nearest available facility. We will attempt to contact you immediately.
If you cannot be reached, JPC may make medical decisions necessary for your pet’s wellbeing. All expenses incurred by JPC must be reimbursed by the client.
15. Consent to Policies
By using our services, you agree to all policies listed above.