Healthy Pets. Naturally.

Policies

Hours of Operation

mutt & moggy‘s office hours are from 9am to 8pm Monday to Friday and from 10am to 6pm on Saturday and Sunday. You can reach us by phone or email. All client phone calls are answered promptly provided that we’re not currently with a client; if a call must go to voicemail, your call will be returned within forty-eight hours. All client emails will be answered within twenty-four hours.

Free Initial Meet & Greet

Your initial meet & greet with mutt & moggy is free. This is to ensure that we are able to provide you and your pet with the best service possible. The meet & greet usually lasts approximately 45 minutes. During the consultation, we will meet at your home, which will give you and your pet an opportunity to meet us in a comfortable, familiar location. It will also give us an opportunity to learn more about your pet and his/her routines, personality, and quirks. We will discuss your needs and, if you feel that we are a suitable fit, then we will complete the appropriate forms and contracts. Some of the forms that we may complete during the consultation are:

  • Client Information Form
  • Pet Information Form
  • Veterinarian Release
  • Service Contract

At this time, mutt & moggy will also secure two keys for your home. For the safety and well-being of your pet, we like to have two keys on hand: one will be in the possession of your pet sitter while performing services; the other will be secured in a locked key box in our office. Both keys will be anonymously coded, so that, if lost, are not traceable to your home. Rest assured that mutt & moggy is fully insured and bonded.

Please note that a surcharge of $15 will be charged if we do not obtain these keys at the time of the meet & greet and we need to return to your home for key pick-up at a later date.

We recommend that clients become “Key Clients”. This enables us to keep your keys on hand, locked securely in our office, in case of emergency or short-notice for pet sitting. Any clients that wish to not become a “Key Client” will need to pay a surcharge of $15 for each key pick-up and drop off.

Booking

Although mutt & moggy will always try our best to accommodate you and your pet on short notice, sometimes that is not always possible. Therefore, we recommend that you plan and book ahead. Our guidelines are as follows:

  • Pet sitting & private dog walking → 7 days’ advance notice

Please remember that our services are highly sought after during holiday times: Spring Break, Easter, summer months, Thanksgiving, Christmas and New Years. Please contact us as soon as possible, so that we may accommodate you and your pet during these busy times.

Refunds & Cancellations

Full refunds will be issued if pet sitting services are cancelled within the specified time limits: Holiday pet sitting (annually from June 1 to September 15 and December 10 to January 5) –> 21 days; Non-holiday pet sitting –> 7 days; Private dog walking –> 72 hours.

There are no refunds on training (classes or private lessons) or behaviour modification sessions.

Vaccines / Pet Health

mutt & moggy believes that each and every pet is a unique being. The topic of vaccinations is a contentious one for many pet owners. mutt & moggy does not require that each and every pet have a full panel of vaccinations on an annual basis and recommends following a limited vaccination protocol, such as the one set out by Dr. W. Jean Dodds, DVM. Her current vaccination protocols for both canines and felines can be found here: http://drjeandoddspethealthresource.tumblr.com/tagged/vaccines#.Ut9eT_RQ2IU.

mutt & moggy retains the right to not care for pets that are in poor or declining health, that are aggressive, or that have poor leash manners.

Payment

For your convenience, payment can be made by cash, cheque, e-transfer, or credit card (Visa or MasterCard). Cheques are to be made out to mutt & moggy.

For all new pet sitting clients, a 50% non-refundable deposit is required to guarantee your requested service dates. The balance of payment is due on the first day of service.

Regular dog walking clients are invoiced on the last day of each month. Payment is due upon receipt of invoice.

All other services are due upon receipt of service.

A late payment charge of 3% per month will be incurred if the invoice is not paid on time. For NSF cheques, a $40 service charge will be incurred.

Customer Service

You have trusted mutt & moggy with your pet and your home: you, your pet and your home deserve the finest consideration possible. Therefore, our guarantee is that you, your pet and your home will be treated with care, respect, and exceptional service.

If you are not satisfied with our customer service level, please contact us as soon as possible. We welcome your questions, concerns, and feedback.