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Frequently Asked Questions

How Do I Get Started?
To get started select login and create a portal account, fill in your information, and our pack Leader will reach out shortly to coordinate a Meet & Greet! If you have questions in the meantime reach out via phone or email for a quick consult.
What is a Meet & Greet?
All new clients complete an initial M&G, which is an in person consultation with at least two of your sitters (primary and backup). It's our way of getting a lay of the land, knowing your exact needs, and for your pet(s) to make sure we're the right fit!
Cost: $20
What Information Do You Need?
After logging in and activating your account, please fill out your information and that of your emergency contact. This will include your contact information, access instructions and pet profile (vet info, markings, microchip, breed, and any specific instructions). You will then receive a message from your Pack Leader shortly to discuss your specific needs!
How Do I Pay for Services?
We take payment via cash, check, credit/debit card or venmo transfer. We do require a card on file on your portal no matter which option you select. All services are paid before they are rendered. Packages are billed at the beginning of the month with additional or removed services being added to the following bill or credited to your account.
How Do I Get You Keys?
At iDog our walkers and sitters do NOT carry client keys. Instead we prefer to hold keys in lockboxes at your location or with building concierges.
Our number one key preference is a lockbox which you can hang from a location around your home or on your apartment door using a shurlock bracket. For more information on our suggested lockboxes please view our blog post "Lock Box Policy Change".
If your home requires a fob for access, either place the lockbox at an accessible location OR set up your callbox for access.
Can I Drop or Change Packages in the Middle of the Month?
We Do Not allow for package changes or cancellations past the 5th of that given month.
Can I Mix Services Together?
Definitely! You can personalize all of our individual services to create an "a la carte" package that works best for you and your pet. Popular packages include Walks and Dog Park Excursions or Daycare!
Can I Book Services on Demand?
Of course! Although we can't guarantee availability on such short notice were more than happy to accommodate on demand requests. We get that life happens and we'll do our best to keep your tail covered! Please note though that all requests under 24 hours do include a minimum $5 fee.
How Will I Receive Updates?
We send picture and message updates with a report card via text or email. Dogs walks also include a time tracked GPS map of the route your pup went on. FaceTime is included as well upon request. All updates are sent out in real time so you can be worry free!
What Time Will My Dog Walker Arrive?
Walker arrive for your pups walk within a two hour time frame of your choice!
Puppies are given the choice of a 1-2 hour time frame as well.
What Is Peak Rate and How Does It Apply to Walks?
Peak rate applies to extended walks of 45 - 60 min in length with a time frame within 10am - 3pm which is considered peak hours for midday walks.
To maintain our ability to adequately compensate our walkers and sitters for their time, extended walks during peak hours (10am - 3pm) have an increased rate. In this way iDog staff can make as much of an income doing one visit as they would have doing multiple within the same amount of time. This also allows for a greater liklihood of availability and coverage for extended walks.
How and When to Schedule an Express Meet & Greet
In the case that you have a new walker/sitter or were not able to meet all members of your Pet Posse, you may request an express meet and greet. To do so please go into the portal and request a meet and greet with a note on who you'd like to meet.
Express Meet & Greet are offered by client request only.
How Do You Handle Inclement Weather?
Depending on the severity of weather conditions iDog will either continue as usual, shorten visits with notice, or cancel operations all together (typically in the case of a government shut down). iDog will give notice of either alteration. In the case of a government shut down iDog's cancellation of services will not count against packages since the circumstances are out of both client's and iDog's control.
Rain: In the case of sever rain we will either shorten visits (15 min) or maintain visit duration but spend more time playing or snuggling indoors.
Heat: In the case of sever heat (over 89 degrees), which can cause over heating and heat exhaustion after prolonged exposure, iDog will either shorten visits (15 min) or maintain visit duration and spend more time playing or snuggling indoors.
Cold: In the case of sever cold (under 15 degrees), which can cause hypothermia or frostbite after prolonged exposure, iDog will either shorten visits (15 min) or maintain visit duration and spend more time playing or snuggling indoors.
Cancellations and Refunds
Service cancellations in under 24 hours from scheduled service start time are billed in full, no exceptions.
If a service has been paid for and cancelled outside of 24 hours the remaining balance will be added to your iDog account. In the case of holidays please view our holiday policies.
iDog does not offer direct refunds, only credits to iDog accounts which can be used at a later date.
How Do I Request a Package?
When requesting a package please select the corresponding service from our list. For example if you'd like to request 30 Min walks every day of the week you'd select 30 Min VIP (20+).
You can also purchase a package directly. Any services requested and approved that fall into the selected package will be automatically added to your schedule.
Is There a Fixed Contract for Packages, or Can I Book Services Month to Month?
Not at all, we don't believe in locking our clients into long term service contracts. As your needs change so can your packages, we allow changes month to month. All changes must be submitted by the 5th of the month for that month's services and written notice must be given to iDog via a change request to alter packages. (Exp. Please drop my VIP package this month, I only need 10 services this month.)
Payment is due by the 5th. Once the due date has passed clients are committed to the services in their package and the assigned minimum cost.
For example: A client pays their invoice for a VIP 30 min Walk Package requiring a minimum commitment of 20 walks at $19/ walk = $380 per month. The minimum payment for the month would be $380 regardless of cancellations.
If there are additional days in the month, such as 22 week days instead of 20, clients are allowed 2 walks cancellations. 22 x $19 = $418 - $38 = $380 Minimum.
Can I Build a Personalized Service Package? How Will This Affect My Package Minimum?
Of course! Clients can build their own custom packages to suit their needs and these are billed by the 5th of the month. Changes to custom packages may be submitted by the 5th of the month prior to invoice payment.
Popular combinations have included 4 days of 30 min walks and 1 day a week of hiking/dog park excursions for a total of 5 services per week. Which leads up to about 20 services per month. All services in the month would be given reduced VIP package pricing if the VIP custom package had been selected.
Building your own package will alter your package minimum and create a customized minimum. Following the previous example 4 walks ($76) + Hiking ($50) = $126/wk x 4 = $504 as the package minimum.
Cancellations to a custom package schedule past the deadline of the 5th will maintain the corresponding package minimum.
If I Have a Package and Am on a Recurring Schedule Do I Need to Request Services Every Month?
If a client is on a recurring schedule with a package, we create a recurring template that automatically approves at the beginning of every month. This schedule is visible on the schedule tab of your portal and on your draft invoice which is marked in grey.
If that particular month your schedule were different all you'd need to do is put in a change request to alter your scheduled service dates and notify us of your desire to switch packages.
The deadline to switch or drop a monthly package is the 5th of that month.
How Do I Change My Package?
To submit a change request, please use the schedule tab of your portal to alter your scheduled service dates and notify us of your desire to switch packages.
Exp. Please cancel walks from the 15th - 19th and drop my package from 30 Min VIP to 30 Min Premium.
The deadline to switch or drop a monthly package is the 5th of that month.
When Does Holiday Rate Enter into Effect? How Does it Work?
All national holidays are subject to holiday rates to accordingly compensate our sitters for their work. These include major holidays like Christmas and Thanksgiving as well as minor holidays such as President's Day and Labor Day.
Holiday rate covers the day of the holiday and the corresponding week and/or weekend. Rates will vary depending on the holiday in question.
Example 1: If a holiday was on a Friday holiday rate would run from Thursday until monday.
Example 2: If a holiday was on a Monday, holiday rate would run from the previous Friday morning until Monday evening/Tuesday Morning.
Pricing: Walks/Visits = $5 - $10 Daycare = $10 - $15 Boarding = $10 - $25 Sitting = $10 - $25
New Years Dates & Rates
All booking require a 50% deposit upfront at the time of booking, and the total amount due prior to service beginning. Holiday rate will be added to existing packages on the specified dates below.
Boarding and Sitting: 12/29 - 1/2 (+$25)
Daycare: 12/29 - 1/1 (+$15 - $20)
Excursions: 12/29 - 1/1 (+$10 - $15)
All Walks: 12/29 - 1/1 (+$10)
Christmas Dates & Rates
All booking requre a 50% deposit upfront at the time of booking, and the total amount due prior to service beginning. Holiday rate will be added to existing packages on the specified dates below.
Boarding and Sitting: 12/20 - 12/28 (+$25)
Pet Sit Visits: 12/20 - 12/28 (+$10)
Daycare: 12/20 - 12/28 (+$15 - $20)
Excursions: 12/21 - 12/28 (+$10 - $15)
Occasional & Premium Walks: 12/20 - 12/28 (+$10)
VIP Walks: 12/22 - 12/28 (+$10)
Thanksgiving Dates & Rates
All booking requre a 50% deposit upfront at the time of booking, and the total amount due prior to service beginning. Holiday rate will be added to existing packages on the specified dates below.
Boarding and Sitting: 11/21 - 11/26 (+$15)
Daycare: 11/21 - 11/26 (+$10)
Excursions: 11/21 - 11/26 (+$10)
Occasional & Premium Walks: 11/21 - 11/26 (+$10)
VIP Walks: 11/21 - 11/26 (+$10)
Minor Holidays
We follow all Federal Government holidays.
If holiday is on a weekend, status begins on friday and ends on monday. If holiday is during the week, status begins the day prior to holiday and ends on monday.Holiday rate will be added to existing packages.
Boarding and Sitting: +$10-$15
Daycare: +$5-$10
Excursions: +$5-$10
All Walks and Pet Sit Visits: +$5-$10

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