Policies


Scheduling

Our regular hours for services are 10am - ­6pm seven days per week, however, our office hours are from 10­6 M­F. We can often offer services between 8am­ - 10am and 6pm­ - 8pm based on employee availability but we cannot guarantee vistis outside of our regular business hours. Any requests sent outside of our office hours will be answered when our office hours resume. If you have an emergency and need to reach us outside of our business hours please call 347­-450­-8405 and leave a message and we will get back to you as soon as possible

All scheduling requests should be emailed directly to info@jordanspetcare.com or placed through our online scheduling system Leashtime. Please do not text schedule requests or other inquiries or leave a note with your walker. Schedules are only confirmed once you receive an email response from our office to your request. We appreciate as much advance notice as possible so that we may accommodate all clients as best as we can.  

In order to ensure service, all weekday requests must be placed by 6pm the evening before service is requested. We aim to be as flexible as possible and can often accommodate requests made after this time but unfortunately we cannot guarantee them. There is an additional $5 charge for all same day requests placed after 8am the day the service is requested.  

Weekend scheduling requests must be placed by 2pm on Fridays in order to ensure service. Our weekend staffing is limited and while we are happy to offer services on the weekend they should be booked in advance when possible. Please note, we may not be able to accommodate same day requests on the weekend and all weekend walks, both Saturday and Sunday, should be placed by Friday. If you have an emergency on the weekend please call 347­-450­-8405.  

We require a minimum two hour window for all scheduling requests and cannot guarantee a walk or visit at a specific time, but rather during the chosen window.  

*If your dog's regular walker is unavailable for any reason (vacation, sickness, etc.) one of our other walkers will walk your dog. All of our walkers work as a team to make sure your pet receives the best care possible. 


Cancellations

All cancellation requests should be emailed directly to info@jordanspetcare.com or placed through our online scheduling system Leashtime; please do not cancel via text message or a note left for your walker. As with scheduling, advanced notice is greatly appreciated whenever possible.  

All cancellations must be made by 8am the day the service is scheduled with the exception of weekend services which must be canceled by 6pm the Friday prior to the scheduled service. Any weekday cancellations made after 8am (including evening walks) or weekend cancellations made after 6pm on Friday, will be charged in full except in the event of an emergency. Our weekend availability is limited and we often have to turn clients away so unfortunately we cannot cancel any walks after 6pm on Friday without penalty. If a dog walk or cat visit is not canceled prior to scheduled service and your dog walker or cat sitter arrives for the appointment you will be charged in full for the visit. We respect all of our employees’ time and believe they should be properly compensated even in the event of an unfortunate mistake.  

Cancellations for overnight dog sitting must be made within three day of the scheduled sit. If not, you will be charged 25% of the total cost of the scheduled service .  

Cancellations for holiday services must be made within three day of the scheduled service or you will be charged in full for the service on the actual holiday. For visits spanning multiple days you will be charged 25% of the total services plus all surcharges. Our holiday availability is limited and we almost always end up turning away clients because we are fully booked so unfortunately we cannot accommodate any last minute or same day cancellations for holidays without penalty. Our regular 8am weekday cancellation policy or 6pm on Friday weekend cancellation policy does not apply to holidays. 


Holiday scheduling

We offer limited availability on holidays on a first come first served basis and cannot guarantee service. Please schedule all holiday requests with as much advanced notice as possible in order to ensure service.  

Our office is closed on holidays and we cannot accommodate any same day requests.  

We will automatically cancel all regularly scheduled walks and pet visits on major holidays. However, if you need service on a major holiday please email info@jordanspetcare.com or schedule through our online system to confirm scheduling. Please allow as much notice as possible for holiday requests.  

There is a $10 surcharge on all services on the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Christmas Eve. There is a $15 surcharge on all services on Thanksgiving Day and Christmas Day.  


Communications

Please direct all communications including schedule requests and cancellations, account updates, special requests or instructions for your pet, etc. directly to our office rather than via text to our employees.  


Payment policy

All regularly scheduled services will be billed on a biweekly basis (on Sundays). Payment will then be due within five business days by either being left for the walker or paid online through our scheduling system (no later than the following Friday after the invoice is sent). If an invoice is not paid within five business days you will incur a late fee of $2 per business day until the payment is made. If there is any issue or emergency that prevents you from paying within five business days please email info@jordanspetcare.com to avoid any late fees. We accept cash, check, or online payment via electronic check. All checks should be made payable to "Jordan's Pet Care." We apologize for any inconvenience, but we do not currently accept credit cards.


Keys

All clients must provide two sets of keys prior to the first day of walks. There will be a $15 key pick up fee after the initial consultation. This fee can be avoided by having two sets of keys ready for pick up during initial meeting or by bringing keys to us. Most clients choose to leave their keys with us for subsequent visits, however, if you require that your keys be returned to you this fee will apply next time we need to pick them up or they can be dropped off at our office. All keys are kept locked and secure when not in use.  


Safety

At JPC we prioritize the safety of all of the animals in our care. We use back up safety collars on all of our dogs during walks. These are metal slip collars that are used secondary to any collar or harness provided by the client. The slip collar is only engaged in the event that a primary collar or harness becomes disengaged or broken so that we can prevent any dog from getting loose while on a walk. This is a safety feature that we have in place in case of equipment failure so that we can ensure that all dogs in our care are safe and secure while on walks.  


Medical emergencies and consent to veterinary care


In the unlikely event of a medical emergency, your pet will be taken to your veterinarian or the closest veterinary facility if necessary. You will be contacted immediately, but if we are unable to reach you we reserve the right to make medical decisions on your behalf in order to ensure the health and well­being of your pet. All medical expenses paid by Jordan's Pet Care must be reimbursed by the client. By utilizing our pet care services you consent to allow us to provide your pet with medical attention if necessary and to reimburse any expenses paid.