Our Policies

• A saved payment method is required to book and receive services with Underdog Pet Care. We accept all major credit cards, Apple Pay, Google Pay, and ACH bank transfers. All payments are processed securely through our client portal, and we cover all processing fees.

• All invoices are due 7 days before the first scheduled service and are automatically processed using your saved payment method on file.

• Bookings made within 7 days of the first scheduled service require payment in full and will be automatically processed the following day at 9:00am.

We use this authorization thoughtfully to provide a seamless, hassle-free payment experience. Because we value complete transparency, you'll receive an email reminder before all scheduled payments, and we'll always communicate with you before processing any approved additional charges.

Dog Walks & Home Visits

• À la carte walks and visits are invoiced in advance and automatically processed 7 days before the first visit.

• Last-minute bookings (within the same week) → payment in full at the time of booking.

• Cancellations given with 7+ days' notice → no charge.

• 24 hours to 7 days' notice → service credit applied to a future invoice.

• Less than 24 hours' notice → billed as scheduled.

• Recurring schedules are billed monthly in advance and automatically processed 7 days before the first visit of the billing cycle.

Overnight Stays & Trip-Sits (for Out of Town Clients)

• 50% non-refundable deposit is required at the time of booking to reserve dates.

• Remaining balance is automatically processed 7 days prior to the start of care.

• Last-minute bookings (within 7 days of the start of care) → payment in full required at the time of booking.

• Cancellations given with 7+ days' notice → the 50% deposit may be applied as a credit toward a future sit within 6 months of trip date.

• Within 7 days of the start of care → the remaining balance is processed and all payments are non-refundable.

• Early returns or shortened trips → non-refundable, as dates are reserved exclusively for your pet.

• Trip extensions → additional nights or changes to scheduled departure times are not guaranteed and are subject to sitter availability and scheduling constraints.

• An in-person meet & greet is required prior to the start of all services.

• This 30-minute meeting allows us to learn about your pet's routine, review care instructions, discuss expectations, and ensure our care approach aligns with your pet’s needs and our level of care.

• Clients are responsible for presenting the home in the same clean condition it will be in during the scheduled service period so we can accurately assess the environment where care will be provided.

• If an additional meet & greet is requested by the client or deemed necessary by Underdog Pet Care due to changes in the pet, home, care requirements, or an extended period since the last service, the appointment will be billed at the current home visit rate.

• Completion of a meet & greet does not guarantee acceptance of services. Underdog Pet Care reserves the right to decline or discontinue services if we determine that we are not a good fit for the client’s needs.

• Following a successful meet & greet, clients will receive access to our client portal to submit scheduling requests, maintain care information, and manage their account.

• The client portal is our hub for scheduling requests, messaging & updates, invoices, payment processing, and serves as the official source of care instructions for your pet and home.

• All pet care and home care information must be completed in the portal and up to date at least 24 hours prior to the start of services.

• Clients are responsible for maintaining accurate information, including access instructions, feeding schedules, medications, routines, emergency contacts, and household updates.

• Underdog Pet Care relies solely on the information provided in the client portal and cannot be held liable for care instructions that are not properly documented within the client portal.

• Alarm systems, locks and entry methods must be fully functional and reliable, with no numbers sticking or not working properly.

• If a physical key is required, keys should be provided at the initial meet & greet and may be securely retained on file for future services.

• Clients are welcome to leave a key hidden in a secure location on the property if preferred. Please ensure the location is reliable and that we have clear access instructions before services begin.

• A $15 service fee may apply for additional key pick-up or return trips outside of scheduled services.

• If we are unable to complete scheduled services due to access issues, the service will be billed as scheduled and is non-refundable.

• Homes must be reasonably clean and tidied up prior to the sitter's arrival for overnight care.

• As a courtesy to your sitter, please ensure dishes are cleared, household trash is disposed of, and the areas they will use are clean and ready for their stay.

• Our standard overnight care includes arrival at 6-7pm on the first day and departure by 8-9am on the final day. For clients needing additional coverage outside of these hours, the following add-ons are available:

  Arrival Add-Ons

  • Morning Arrival (10am or earlier): +$115

  • Midday Arrival (11am–1pm): +$80

  • Afternoon Arrival (2pm–4pm): +$50

  Departure Add-Ons

  • Midday Departure (10am–1pm): +$50

  • Afternoon Departure (2pm–5pm): +$80

  • Evening Departure (6pm or later): +$115

  These add-ons allow us to reserve additional time in a sitter's schedule and ensure your pets receive continued care in your absence.

• Please note: When possible, we’re happy to add a home visit in place of a full arrival or departure time adjustment to provide a more flexible and cost-effective option.

  Walks During Overnight Care

  Your standard overnight service includes one 30-minute walk per day. If your pet requires additional daily walks, they may be added to your overnight service at a discounted bundled rate:

  • 1 additional walk per day: +$30/day

  • 2 additional walks per day: +$50/day

  Additional walks are scheduled based on your pet's routine and sitter availability.

  Dedicated Care Add-Ons

• Our standard overnight service is designed for pets who can be comfortably left alone for at least six hours at a time. Pets that cannot be comfortably left alone for at least six hours require a Dedicated Care fee to compensate the sitter for the increased time commitment and scheduling limitations.

• Dedicated Care rates are based on the maximum amount of time your pet can comfortably be left alone:

  • Maximum of 4–5 hours alone: +$40 per night

  • Maximum of 2–3 hours alone: +$60 per night

  • Continuous Care, requiring a sitter's full-time presence: +$100 per night

• Dedicated Care is offered on a limited basis and is subject to sitter availability. Because these bookings may significantly limit a sitter’s ability to accept other services or leave the home, availability cannot be guaranteed. We will always do our best to accommodate your requested dates or discuss alternative care options when Dedicated Care is unavailable.
  
  
  General Overnight Terms

• Clients are responsible for disclosing any known issues that may affect care, including concerns with HVAC, plumbing, appliances, internet, pests, or other household conditions.

• We do not allow guests, visitors, workers, contractors, or other third parties to enter or exit the home during overnight care unless approved in advance by Underdog Pet Care. This policy is in place to ensure consistent, uninterrupted care while maintaining the safety, security, and comfort of both your pets and our sitters.

• Thermostat settings are left to the sitter's discretion while care is being provided.

• Reliable Wi-Fi access is required for all overnight services.

• A clean, designated bed must be provided for the sitter during overnight stays. Sleeping on couches or other temporary accommodations is not considered suitable for overnight care.

• Clients must disclose the presence and location of any indoor cameras, recording devices, or monitoring equipment prior to the start of care. We respect our clients' desire for peace of mind and ask for the same transparency in return so that our sitters can provide care comfortably and confidently.

• If undisclosed issues are discovered upon arrival, Underdog Pet Care reserves the right to modify the care plan, adjust rates, convert the booking to drop-in visits, or refuse service if conditions are deemed unsafe or unsuitable.

• Clients agree to disclose any medical conditions, behavioral concerns, or history of aggression that may affect the handling or care of their pets.

• In the event of illness, injury, or medical emergency, Underdog Pet Care will first attempt to contact the client and emergency contact. If the client’s designated primary or ER veterinarian is unavailable, pets will be transported to the nearest available veterinary clinic or emergency facility.

• Clients authorize Underdog Pet Care to approve veterinary treatment deemed necessary for the pet’s health, safety, or survival if the client cannot be reached in a timely manner.

• Clients are responsible for all veterinary expenses incurred during their absence and are required to maintain an active payment method on file with their veterinary provider.

• Emergency contacts should be authorized to make decisions regarding veterinary care if needed.

• If a member of the Underdog Pet Care team is injured due to pet’s behavior while providing care, the client may be held financially responsible for resulting medical expenses or damages.

3+ Dogs Fee

• 3+ Dogs (same household) → +$10 per walk or visit

Last-Minute Scheduling

• On demand visit or walking requests (less than 24 hours) → +$10 per service

Dedicated Care

• Pets unable to be left alone for at least 6 hours → +$40–$100 per night due to increased level of supervision and schedule adjustments required.

Additional Walks during Overnight Care

• One additional 30-minute walk → +$30 per day

• Two additional 30-minute walks → +$50 per day

Holiday Rates

• Services on major holidays → +$25 per walk/visit | +$50 per overnight due to limited availability and high demand.

Travel Fee

• Households located outside our standard coverage zone → travel fee may apply depending on exact location from zip code: 30307

Litter Box Maintenance

• Excessively soiled litter boxes requiring extensive cleaning upon arrival → +$10 cleaning fee. We kindly ask that litter boxes are scooped and in a clean, manageable condition at the start of care.

• Clients authorize Underdog Pet Care to take photos of their pet(s) for client updates & records, social media, and our website. All photos remain the property of Underdog Pet Care.

• Visit times are approximate and subject to change based on the needs of all pets under our care. Underdog Pet Care is entrusted to use best judgment in caring for pets and homes during emergencies, severe weather, unsafe conditions, or other unforeseen circumstances.

• Underdog Pet Care is not liable for service interruptions caused by circumstances beyond our reasonable control.

• If a scheduled sitter becomes unavailable due to illness, emergency, or other unexpected circumstances, clients authorize Underdog Pet Care to assign a trusted backup care provider whenever possible, unless the client has specifically requested otherwise.

• Clients may not independently hire or solicit Underdog Pet Care team members for private pet care services outside of Underdog Pet Care during an active client relationship and for 24 months following the last completed service.