FAQs

• We are using hand sanitizer before and after every client visit.
• We're disinfecting leashes, harnesses, and other equipment with Lysol.
• We are keeping 6' or more distance from other people as a recommended part of social distancing. As part of this precautionary social distancing, we are requesting very limited in-person contact with clients who are working from home. We currently have a good supply of nitrile gloves and will use them while walking your dog and while we are in your home.
• As always, our team is here to support you and your dogs' well-being.

What measures are you asking pet parents to take to help minimize the spread of COVID-19?

To help prevent the spread of COVID-19 between households, we are asking that our clients take the following precautions:

• Leave bleach wipes in your bathroom. Should we need to take a restroom break, we will wipe it down.
• Leave a water container filled with water so we do not need to touch your sink to fill the bowls, or purchase a water cooler.
• Move your leashes, harnesses, and treats close to the front door.
• We will no longer bring in mail or trash cans to limit the number of places we make contact with.
• Leave bleach wipes or Lysol and paper towels near the door (out of the reach of your pet) so we may spray the door knob.
• We will use sanitizer and wash our hands in the nearest sink.

What services are you offering at this time?

We are currently offering dog walking and visiting services. Dog walking is a daily walk between defined midday walk hours. To accommodate our clients, we have expanded our walk times between 7am - 7pm. Visiting is defined as more than one visit to your home in the same day. Overnight Stays are being determined on a case by case basis.

What will you do in the event of a lockdown or shelter in place order?

Dog Walking and Pet Sitting businesses will likely not be deemed "essential" businesses, and WaggnTails Pet Care and its employees would have to comply with any state or national order to lockdown or shelter in place.

Are there any resources regarding pets and the novel coronavirus that you recommend?

Here are a few websites that have specific information on pet parenting and the novel coronavirus:

• https://www.animalsheltering.org/COVID19
• https://vetmed.illinois.edu/pet_column/coronavirus-pets/
• https://www.humanesociety.org/resources/coronavirus-covid-19-faq

What value is there to hiring a Professional Dog Walking and Pet Sitting Service?

The main value is your pet stays in familiar surrounding and maintains their routine.  The old method of having the neighbor's kid take the dog out after school may have been convenient, but it didn't offer much in the way of protections for you and your pet.  

Are you insured?

Yes. We have liability insurance and are bonded through the Business Insurers of the Carolinas. Feel free to contact us and we will be glad to explain how this protects both parties.

How long is a standard midday walk?

Our standard midday walk service is available in 20-, 35-, and 50-minute intervals.  Please visit our Services Page for more information.

What happens if there is an emergency with my pet while in the care of WaggnTails Pet Care?

Our first responsibility is to the care and well-being of your pet(s). We will first attempt to contact the pet owner; if we are unable to make contact, we will attempt the emergency contact listed on the Meet & Greet form.  If we are unable to reach either party, we will take your pet to the veterinarian listed. We will take them to the most convenient emergency care facility if it is after-hours at your vet's office. This will most likely be Dogs & Cats Veterinary Referral & Emergency located in Bowie, MD.

What is your inclement weather policy?

We do everything we can to maintain every appointment despite rain, sleet, or snow. However, there are limits, especially if the safety of our staff and your pets is a concern.  In cases where we feel the weather will just be too bad to get to clients' homes, we will contact you as soon as possible.  If unable to reach you, we will contact your emergency contact.  This is one reason why we suggest your emergency contact be someone within walking distance of your home. 

What is your cancellation policy?

The current COVID-19 virus is putting a strain on many family incomes. We are relaxing our cancellation policy due to this.  We are currently asking that you do your best to provide us 24 hours notice for cancellation for any reason.

What is your payment policy?

All payment for services are due prior to services being rendered.  All of our payment processes are automated online using Easy Busy Pets - Pet Business Software.  Full payment will be required upon approval of all services.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, and PayPal.  Please provide your credit card details via your client dashboard prior to booking services. Your payment information in Easy Busy Pets is secure. We do not have access to your credit card information and can only see the last four digits of your credit card number. Credit card information remains in your profile to make future appointments seamless. We will contact you if your credit card is declined and when it expires.

Will you take care of my pet(s) medications if needed?

Yes. We gather medical information during the Meet & Greet.  It is also on the Pet Form that will need to be filled out prior to service

Do my pet(s) need to be updated on vaccinations and shots?

Yes. We require your pets to be current on all vaccinations and shots.  We gather this information during the Meet & Greet.  You can also upload a copy of current health records in your client dashboard.

Are there surcharges for holiday services?

Yes. There is a $10 surcharge per visit for services performed on Federal Government observed holidays.  We realize that in most instances, folks will be able to walk their pets on these days, but if you need us, we recognize the following holidays:

New Years Day

Birthday of Dr. Martin Luther King 

Washington's Birthday

Memorial Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

We follow the Federal Government holiday schedule as a general guideline.  In cases where paid services fall on observed holidays and you will be home, credit will be given for future services.  

What is your refund policy?

We do not provide refunds.  In cases where services are not used due to holidays or approved cancellations, future credit for services will be provided.  All credits must be used within 6 months of provision.

Why do you keep two sets of my house keys?

We need one set for the walker/sitter and one set to keep at the home office in case of emergency, such as lost keys, broken keys, etc.

Can you explain what "Memberships" are?

Memberships are prepaid commitments to midday walks.  When you have a set schedule, you can contract with WaggnTails Pet Care to reserve a spot for your pet for daily walks at a reduced per walk rate.  We like to use the analogy of a baby sitting service where the babysitter can only have a finite number of infants that they can care for. Your monthly membership makes sure there is a spot secured for your "child." Memberships require a 3-month commitment and a minimum of 18 walks per month.  If you don't reach the minimum number of monthly walks, the walks under the minimum will be charged at the regular per walk rate.

Do I have to commit to a membership contract?

Not at all.  We offer a per-walk daily midday walking rate.  We certainly hope in the instances where a membership does not work for you, a Tuesday/Thursday or Monday/Wednesday/Friday rotation may work.  It allows us to set schedules and plan ahead.  If you have variable or last-minute needs, we ask that you give us 24 hours notice on all non-membership dog walking bookings. Send us an email or contact us via phone, and we will do our best to fulfill your requirements.