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Top Questions

Why Do I Have to Apply to Become a Client?

Your dog’s safety is our number one priority.

To ensure the safety of all dogs who use our services, we have a strict client application process in place. We do not onboard dogs who appear unsafe or unsuitable for our services.

Do You Require a Commitment to Book Services?

We do not require a minimum booking commitment to use our services.

How Long Are Walks?

Time

Our walks last 30-35 minutes.

Distance

Though we cannot guarantee exact distances, we try to walk approximately 1-2 miles per walk.

Total Visit Time

Total visit time is different than total walk time because we must account for transportation. Visit time is approximately one hour from pick-up to drop-off for a 30-minute Group Dog Walk.

How Many Dogs Walk Simultaneously?

Our group walks consist of 2-5 dogs, depending on the location of the walk.

We walk dogs of all breeds, ages, and sizes and align groups based on age, size, and temperament. For example, we do not pair Chihuahuas with Great Danes.

Do You Offer Individualized Walks?

We offer 15-minute Solo Walks as a temporary solution for existing clients whose dogs are sick, injured, or recovering from a procedure. We do not offer individualized walks as a recurring service.

Do You Perform Off-Leash Dog-Walking Services?

We neither perform off-leash dog-walking activities nor attend dog parks while working with our clients.

Do You Offer Dog-Boarding or House-Sitting Services?

Though we do offer dog-boarding and house-sitting services, we are not accepting new clients for these services at this time. We’d be happy to refer you to boarding facilities and house sitters upon request.

What Are Vacation Services?

Many people wish to keep their pets in the comfort of their own home while traveling. Vacation Services substitute for boarding and house-sitting services. For the safety and welfare of the animals under our care, we require the following service booking minimums when ordering Vacation Services:

  • Three (3) dog walks per day
  • One (1) Kitty Visit Check-In per day

Do You Offer Feline Services?

We offer feline services to clients currently enrolled in our dog-walking services. For our dog-walking clients who also have cats, we offer Kitty Visit Check-Ins, which include food, water, and litter box freshening.

We are not accepting cat-only clients at this time. We’d be happy to refer you to a pet care company that specializes in cats upon request.

Can You Provide Feeding and Administer Medication?

We provide feeding and administer oral medications upon reasonable request. Unfortunately, we cannot wait for extended periods of time while Fido finishes his meal. We require all clients feeding their pets table, raw, and wet foods to pre-prep meals.

Do You Have a Cell Phone Usage Policy?

To fulfill our commitment to the safety of your pets, we implement a strict no-cell-phone policy while our team members handle your pet. However, our staff members are permitted to use their phones in case of an emergency.

Can I Tip My Dog Walker?

We highly appreciate gratuities.

To leave a gratuity, please click Add Tip on the right-hand side of your monthly invoice.

Time To Pet

What Is Time To Pet?

Time To Pet is a cloud-based, pet-care-focused business management platform. We use Time To Pet to streamline processes within our business and deliver high-quality service to our clients.

Time To Pet handles all:

  • Bookings
  • Communications
  • Visit report cards
  • Invoicing
  • Billing
  • Pet info
  • Vet records

Time To Pet Question?

To find the answer to a Time To Pet client portal question, click here. To find the answer to a Time To Pet mobile application question, click here.

Scheduling Services

Hours of Operation

We provide services 24 hours a day, seven days a week, 365 days a year.

Do You Provide Services Rain or Shine?

Our services are available rain or shine.

To ensure the safety of your pet and our staff, we reserve the right to shorten walk times and cancel services during extreme temperatures and inclement weather such as hail, heavy snow, and severe storms. Fees remain in place during conditions out of our control.

Do You Provide Services on Government Holidays?

We provide services on all holidays observed by the federal government.

How Do I Book Services?

All bookings are handled in the Time To Pet client portal.

We strongly prefer all bookings be placed 12 hours prior to walk time. If service is urgent, please reach out to us and we’ll gladly do our best to accommodate you.

We reserve the right to decline service orders and operate on a first-come, first-served basis. However, we are known for consistency and reliability, and we highly encourage you to reach out for help regardless of your situation.

Will I Receive a Confirmation Once My Service Order Is Approved or Denied?

Once your service order is reviewed by our team, you will receive an email confirming the status of your request, whether approved or denied.

Cancellation Policy

We require all clients to submit cancellation requests by 8 a.m. on the day of scheduled services.

A $10 fee is applied for any cancellations past this deadline.

An absent fee will be applied if one of our team members is sent away, cannot gain access to your home, or cannot find your pet. Full service rates apply.

Deadline extensions based on personal or national emergencies, impassable roads, or other unforeseen circumstances are addressed on a case-by-case basis.

How Do I Modify or Cancel a Service Order?

For instructions on how to modify or cancel a service order, please visit the following link:

Requesting Changes To Services (TimeToPet.com)

Billing

What Are Your Billing Terms?

Our billing terms are Net 5.

We email invoices on the first day of the first month after services are rendered.

For example, invoices for services completed between January 1 and January 31 are sent out on February 1 and due on February 5. Payments are considered late if not received by the due date on your invoice.

There is a 30-day grace period before late fees are added, and you’ll receive two courtesy notices during that time. Accounts that are more than 30 days past due will be suspended from booking services until outstanding payments are collected. An interest charge of 1.5% is accrued for each month a payment is late. A fee is applied for all declined credit card transactions.

What Methods of Payment Do You Accept?

We accept all major credit cards.

Can I Pay with Cash or Check?

We do not accept payments in cash or check.

Where Can I View and Pay My Invoices?

For instructions on how to view and pay invoices, please visit:

Invoices (TimeToPet.com)

How Can I Enroll In Autopay?

To enroll in autopay, please send our management team a message via the Time To Pet client portal.

Extra Pets and Shared Care

What Is an Extra Pet?

An extra pet is a pet that is owned by you and a permanent fixture in your household.

In the event you have an extra pet, we will provide all requested services for that pet provided it is well behaved and meets our temperament and size requirements.

How Are Extra Pets Billed?

Our Extra Pet fee is $5.

We limit each client to one Extra Pet fee. If your needs exceed one extra pet, we require full price per service requested per extra pet.

Please note that pets from the same household can sometimes transfer behaviors such as playfulness, overexcitement, jealousy, and aggression into group dog-walking activities. These dynamics could lead to unsafe conditions for other clients.

If we deem that pets from the same household cannot safely walk in the same group simultaneously, we reserve the right to walk each pet in separate groups and will inform you beforehand.

Pets required to walk in separate groups will be billed for the full price of services per pet.

What Is a Guest Pet?

A guest pet is a pet that isn’t owned by you or another client of ours but is staying with you temporarily.

In the event you have a guest pet staying with you, we will provide all requested services for that pet provided it is well behaved and meets our temperament and size requirements.

How Are Guest Pets Billed?

We bill Guest Pets at the full price of services requested; thus, the Extra Pet Fee does not apply. However, if a guest pet hinders a team member from entering your home and providing services, you’ll still be billed in full.

What Is Shared Care?

Shared Care is defined as The Fido Group sharing pet care duties and responsibilities with the friends, neighbors, and other third parties associated with a Fido Group client. Shared Care scenarios often arise when a client makes travel plans.

To minimize stressful situations for your pet(s), confusing situations for our staff, and to avoid accountability and liability issues, we reserve the right to decline Shared Care requests.

Miscellaneous

May I Speak to an Existing Client Before Enrolling?

Certainly. We’d be delighted to connect you with one of our clients upon request.

Do You Have an Age Requirement to Join?

We require all clients be at least 21 years of age or older.

Are You Licensed, Bonded, and Insured?

We are licensed, bonded, and insured in the District of Columbia and can provide documentation upon request.

Do You Allow Bystanders to Greet and Pet Fido?

Although we love showing off your dogs, we don’t let third parties touch, handle, or feed them.

Do You Provide Services to Dogs That Possess Potentially Dangerous and Dangerous Dog Registrations?

We do not provide services to dogs that possess Potentially Dangerous and Dangerous Dog Registrations with the District of Columbia.

Do You Have a Preventative Medication Policy?

We do not have a preventative medication policy. However, we strongly recommend the use of heartworm and flea and tick preventative medication.

Do You Offer GPS and Distance Tracking?

We do not offer GPS or distance tracking at this time.

Am I Required to Purchase New Dog-Walking Equipment?

We do not require new clients to purchase new dog-walking equipment initially.

We provide one complimentary harness and one complimentary leash when your dog passes Fido’s Exam. It is the client’s responsibility to keep the equipment TFG provides in safe and working condition.

If we need to replace damaged or broken equipment, the cost will be added to your monthly invoice.

Am I Required to Purchase a Nanny Cam?

You are not required to purchase or use a nanny cam.

We provide one complimentary nanny cam upon request when your dog passes Fido’s Exam.