Read Our Pet Care Policies and Procedures

An Urban Tailz manager will meet with you virtually to discuss our services and answer any questions you may have before becoming a client. We take detailed notes about your pet and your home to add to your Time to Pet account so the information is available for the walker or sitter visiting your pets. You are always able to meet your walker or sitter on the first day of service or schedule an alternative visit if desired.

Urban Tailz will provide you with your own lockbox for a one-time $15 setup fee ($25 for larger lockbox if your keys do not fit in regular box). You’re able to choose your own 4-digit code and we will note the location of the box on your account so your keys are accessible to you at any time.

We require a second set of keys which is kept in office just in case your lockbox is frozen or maybe you forgot to put the keys back in the box after using them. We will replace any broken lockbox free of charge.

We understand not everyone is comfortable with using lockboxes or you may live in a door person building where a lockbox is not needed. We will work with whatever you are most comfortable with. 

Urban Tailz will hold onto keys for up to 1 year of client inactivity, upon which we will destroy keys.

PLEASE NOTE: There is a $5 admin charge added for each night/weekend walk scheduled if you do not have a lockbox installed at your home or if you do not live in a door person building. 

Daily Clients
Our daily clients have a recurring weekly schedule that is guaranteed and reflected in their Time to Pet account. If additional services are desired, we recommend requesting them in your account as soon as possible. Service requests from daily clients are prioritized.

Periodic Clients
Our periodic clients have ad hoc/ periodic needs and therefore need to proactively request any services needed in their account. We recommend requesting services with as much notice as possible since requests are approved only when we have availability.

Last-Minute Scheduling
Urban Tailz will do our best to accommodate last-minute service requests.

PLEASE NOTE: Any request made after 12pm for services on that day or the following day will carry a priority request fee of $10 in addition to the cost of the requested service.

This is primarily your choice. We will never walk more than 2 dogs at a time. Most of the time your dog is walked alone. We believe your dog deserves one on one time. However, if you have a neighbor that you would like to share a walk with we will accommodate that.

We do our very best to schedule the same dog walker for each visit. We feel that it is important to build a relationship between the dog and the walker. When your walker has time off, we will schedule an alternative walker and let you know beforehand. We have all the information about your home and your dog listed on your account, so a substitute walker is ready before they get to your home, and they will have all the necessary information they will need. When you schedule ad hoc or periodic walks, we will first try to assign your regular walker. However, please note they may not always be available.

Clients provide us with the following equipment for all walks: standard leash, harness, collar and poop bags. Urban Tailz will provide walkers with extra safety gear that includes a safety belt and a coupler for three points of contact whenever possible.

Urban Tailz provides easy, automatic billing on a semi monthly billing cadence. All clients must have a valid credit card on file which will be automatically billed from the 1st to the 15th and from the 16th to the end of each month (30th or 31st), inclusive.  We never ask our clients to prepay for services.

All of the information on your home and your pet is stored in our online pet portal, so we ask that you update your account when needed so our walkers and managers always have the most up-to-date info on your pets and your home. All changes may be made directly through our pet portal or through the Time to Pet app.

While we will try to accommodate your request at any time, please try and provide us with a minimum of 5 days notice notice, when possible, when scheduling cat visits.
Our cat clients have ad hoc/ periodic needs and therefore need to proactively request any services needed in their account. We recommend requesting services with as much notice as possible since requests are approved only when we have availability.

We offer visits 1 or 2x/day. 
We offer visits once or twice per day. It is completely up to you. Many clients do one single visit a day if your cat is on dry food while other clients do two visits per day if your cat eats wet food and/or has special needs. We offer a 4 hour  time window if scheduling 2 visits per day to ensure your visits are spaced out appropriately.

We require visits to be scheduled at least every other day while you’re away.
We know that cats are very self-sufficient, but there is just too much that could go wrong if visits were scheduled less frequently. A cat could get sick, they could tip over their water bowl and not have water for a couple days, or something worse. 

We will also not share visits with friends while you are away.
We want to ensure your cats are safe and well taken care of while you’re away. To maintain clear accountability and ensure the highest standard of service, we require that only our trained professionals look after your pets during your absence.

Dog Walking Services:
Clients must cancel services in their account by 12pm the day before, otherwise they will be charged in full.

Cat Sitting Services:
Clients must cancel services in their account by 12pm the day before, otherwise they will be charged in full.

2-Hour Petsitting Service (Bed & Breakfast Services):
Clients must cancel services in their account by 12pm the day before, otherwise they will be charged in full.

House Sitting Services:
Clients must cancel with 30 days notice, otherwise they will be charged a $150 administration fee.

Urban Tailz observes the following holidays. On these days there are no regularly scheduled services unless specifically requested and approved. Services on these days will follow holiday pricing:

• New Year’s Day
• Easter
• Memorial Day
• Juneteenth (June 19)
• Independence Day (July 4th)
• Labor Day
• Thanksgiving
• Black Friday
• Christmas Eve
• Christmas