KEYS & PROPERTY ACCESS
Posh Pets requests two sets of keys. One will be kept with your primary Posh Professional and the second will be kept in a secure lockbox in our office as a backup.
For clients who live in an apartment building and prefer to leave their keys with the concierge, you are required to notify building management to give Posh Pets access to them. Please note that we start the time of your visit when your Posh Professional gets to the front door of your building, and waiting on a concierge may eat into the time of your visit.
Clients with a coded entry to the front door or garage are required to provide this code to Posh Pets for entry into the home. Only your Posh Professional and management will have access to this code. In cases like this, we still ask to have one back-up key to keep in our office in case of any malfunction of the key code.
If the client prefers to keep their key in a lockbox on their property, the client is required to provide the lockbox and combination code. Only your Posh Professional and management will have access to this code. In cases like this, we still ask to have one back-up key to keep in our office in case of any malfunction of the lockbox.
* If you’d prefer to keep your keys in between pet sittings, there is a $5 key pick up/key drop off fee.
** All clients who provide Posh Pets with keys must fill out an intake form during their initial meeting acknowledging how many keys are in our possession. This form will be kept in the client’s file and will be noted accordingly when keys are returned to the client.
HOLIDAY RATES & SURCHARGES
We know that your pets don’t celebrate holidays like you do, but we’re happy to provide services on the following holidays: New Year’s Eve (after 5pm), New Year’s Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Indigenous People's Day, Thanksgiving Day, Christmas Eve (after 5 pm) and Christmas Day for a $20 surcharge
A $3.50 surcharge will be added for any dog walks on Saturday or Sunday.
After Hour Visits:
All services scheduled to start before 9 am after 5 pm after will incur an after hours surcharge of $5. Services scheduled to be completed after 9 pm will incur a late night surcharge of $15.
Additional Pet Fees:
An additional fee of $5 per dog will be added to each walk. Each additional dog scheduled for an overnight will carry a $15 fee. Overnights including cats carry an extra $5 per feline.
Due to high demand over holidays, a 50% deposit is required to confirm pet care over a listed holiday with the balance being due upon conclusion of services. Should the sitting cancel more than two weeks prior to the beginning of services, the deposit can be used towards services to occur within three months. Services that are canceled within two weeks of the beginning of services will cause the deposit to be forfeited.
Services that are cancelled by 9 p.m. the evening before your scheduled service will not incur a cancellation fee. The fee for cancellations after 9p.m. the day before a service, but before 10 a.m. the day of service is 50% of the original cost of the service. All cancellations after 10 a.m. on the day of the scheduled service will be charged the full amount of the service.
WEATHER CONDITIONS | INCLEMENT WEATHER
We will make every effort to complete your scheduled service during inclement weather. Your Posh Professional will use their best judgement regarding safety. If they determine that it would be risky for your pet or our staff to be outside, we will delay or cancel the service at our discretion. The same would apply if your Posh Professional cannot reach your home safely because of poor road conditions (snow, ice, etc.) You will be notified immediately of any change or cancellation. If the Federal Government closes due to inclement weather and you would like to cancel your service, we will waive any cancellation fees.
In an effort to ensure that our Posh Professionals are reimbursed for their parking, clients who live in areas with limited street or metered parking only will be invoiced for the parking fee incurred. A copy of receipts will be provided upon request.
PET SITTING DEPOSITS
Posh Pets reserves the right to collect a 50% deposit on all pet sittings of seven or more days or over the above listed major holidays. This deposit is non-refundable if services are canceled within one week of the arrival date. The balance of the sitting is due upon the completion of services.
In order to protect our team members who are often reserved months in advance for services, Posh Pets reserves the right to request prepayment for clients who have had payment issues or special cancellation clauses for clients who have had multiple cancellations.
Please note that these policies are subject to change without notice.
Is Posh Pets insured and bonded?Yes, Posh Pets has a liability insurance policy and is bonded through Business Insurers of the Carolinas. A copy of our policy is available upon request.
How do you vet your staff members?In addition to a rigorous interview process and thorough reference checks, Posh Pets conducts nationwide, criminal background and driving record checks prior to hiring anyone. We train our staff to go over safe pet handling, dog harness installation, safe pet transportation and dog walking safety policies.
Can you provide references?Absolutely! We are happy to provide references upon request and hope that you will enjoy our services enough to mention us on social media/provide a reference as well!
Will I get to meet my pet’s Posh Professional?All new clients will have a complementary meeting with a member of our management team prior to starting services. This way we can meet you and your pet and have you show us their “routine.” We want your pet to feel as comfortable as possible and be able to build a strong relationship with their caregiver which is why we assign one dedicated Posh Professional per pet. We will personally introduce your pet to their Posh Professional and walk them through their routine. If you prefer to meet each of your walkers, we are happy to arrange it at a time that works for you for a nominal fee of $10 for each “meet and greet” we schedule after your initial meeting.
How do I know if my pet got their visit?Our Posh Professionals use a state-of-the-art, GPS-enabled mobile app to check in and out of each service, allowing you to receive a notification each time your walker or sitter completes a visit. You will receive a written report at the end of each visit which includes GPS tracking of your dog’s walk, along with photos. We highly encourage clients to download the app to make it easy to track visits, schedule services and receive “real time” reports directly on their Smartphone.
What if my pet’s Posh Professional gets sick or can’t make it to their visit for whatever reason?All pets have a primary Posh Professional as well as a back-up to ensure your pet never misses a scheduled visit.
Do you do pack walks?We don’t believe in “pack walks.” One of the many things that sets us apart is the level personalized services we offer each pet individually. Unfortunately, with “pack walks,” dogs spend a majority of their visit riding up and down in elevators or hanging out in lobbies waiting for their “pack mates.” If your pup has a favorite playmate that is a Posh Pet client and lives in the same building or neighborhood, we will happily walk them together - but at no point will we walk them with an unfamiliar face.
Does my pet need to be up to date with vaccines?Yes. We ask that you provide veterinary records and a rabies certificate to ensure that pets are upto-date with everything prior to beginning services.
What happens if there is an emergency when my pet is in your care?We will attempt to contact you or your emergency contact. If we cannot get a hold of either of you while you are traveling, it is our responsibility to get care for your pet. If we deem a visit to the vet necessary, we will take your pet to your regular provider. If it is after hours or your vet cannot see your pet, we will take them to the nearest Emergency Center. If the client doesn’t have a credit card on file with their vet, the client would reimburse Posh Pets for any expenses incurred at our discretion.
How am I billed for services?Once your account is activated, you will be able to securely add your credit card or checking account information to your profile. For regularly scheduled, recurring walks, clients will be billed weekly after services have been completed. Invoices are sent out on Fridays and your payment method on file is charged that following Sunday unless alternate arrangements have been made. Invoices cover services provided from the Saturday prior through the Friday invoice date. Posh Pets, LLC requires a 50% deposit two weeks prior to the start of any pet or cat sitting services. The Client will be invoiced for the remaining balance upon completion of services. Please note that all credit card transactions are subject to a processing fee of 3% per transaction and ACH payments are subject to a processing fee of 1.5%. There will be a $15 fee for each credit card chargeback or ACH denial and services may be withheld until payment is made in full.
How do I tip my Posh Professional?It’s easy to add gratuities through our portal or the client app. You can add a tip to your invoice once you’ve received it before making your payment. The system also allows you to access previous invoices to add a gratuity even if they have already been processed.
How do I request, change or cancel services?All service requests, changes and cancellations can be conveniently done through your client portal or the client smartphone app.
Do you offer any discounts or incentives?Definitely! Regular clients who consistently book five or more weekly walks will receive a 15% discount in a program we call Posh Perks for those walks. This is reserved for regularly scheduled weekly walks as it allows us to assign a walker who has a consistent schedule. This does not apply to "ad hoc" clients who have sporadic requests, such as every other week, walks for one month, or during a trip in which you add walks to your regularly scheduled Posh Perks visits. We also offer discounted midday check-ins for clients who book overnight pet sitting services as well!
What if I want to leave my key at the Front Desk, under my doormat, or with a neighbor?If you would rather leave your key or a fob with a Concierge, neighbor, or in a hiding place, you are entrusting that we will be able to obtain your key through a proxy. As it is our policy to start the event timer once we arrive at the building, if our Posh Professional has to wait for your proxy to appear or to locate your key, this will affect your pet's appointment. If we are unable to gain access to your home because your proxy cannot find your key or is not available, you will be charged for the visit. We can arrange to make up missed visits when your proxy is present based upon our availability at an additional visit fee plus a $15 Emergency Visit surcharge.