Key Points and Recent Changes You Need to Know About

Good evening, Wiggles and Wags family. This is a broad message to review some key points and new changes that are happening, ensuring everyone is informed.

Apologies, this is going to be a lengthy read, but it will cover everything and anything new.

You can also find a full breakdown of this on our website.

https://www.wigglesandwagsdogwalking.ca

We are welcoming some new changes, policies, and new services. Please review and read thoroughly, and let us know if you have any questions.

Section 1.1 All-day training

Section 1.2 Cancellation Fees

Section 1.3 Policies

Section 1.4 Weather Condition

Section 1.5 Profiles

Section 1.6 Booking Packages

Section 1.7 Behavioural Issues

Section 1.8 Website

1.1 All Day Training

We are thrilled to introduce our new all-day training program. This program offers eight hours of customizable care and training tailored to your dog's individual needs.

This program runs from Tuesday to Friday and is $70 per dog

We have had such success with this that we are unfortunately all booked for October.

Thank you so much for your overwhelming support. We will be taking bookings in November.

However, don't worry, all of our other services remain fully available to continue caring for your beloved animals at all times.

1.2 Cancellation Policies

We have implemented a new policy regarding cancellation fees

We have waived our extended fees and only apply the following

Cancellation Policies

For walks and trail walks, the policy is:

100% fee if cancelled within 24 hours

50% fee if cancelled within 48 hours

The fee depends on the service, ranging from 25 minutes to 60 minutes.

For overnight pet sitting, the policy is:

100% fee if cancelled within 48 hours

  50% fee if cancelled within three days

25% fee if cancelled within seven days

We aim to minimize and waive fees through open communication and understanding. These policies are in place to protect our small business and our staff from income loss, but we're always open to discussing individual situations.

Holiday Fees

During busy seasons, such as holidays, we add holiday fees.

Add 30% on:

- Easter (Sun 4/20)

- Canada Day (Sun 6/29 - Tue 7/1)

- Labour Day (Sat 8/30 - Mon 9/1)

- Christmas (Tue 12/23 - Fri 12/26)

- New Year's (Wed 12/31 - Thu 1/1)

Booking Within 24 Hours Fee

We have a new policy for last-minute bookings.

There is a $10 charge for appointments scheduled within 24 hours.

We appreciate our growth over the past few years, which has led to many clients booking appointments weeks or months in advance.

Last-minute bookings can disrupt the schedules of clients who planned and affect our team's commitments.

We understand emergencies happen. With good communication and respect, we will accommodate last-minute requests and waive the fee if possible.

Last-minute requests:

- Set a cut-off time and apply a fee.

- No requests within 8 hours.

- Add $10 fee for requests within 24 hours.

Clients can enroll in automatic booking to fit their schedules. This can include schedules from Monday to Friday or shift schedules. We are flexible and can work with your preferred schedule.

To avoid these fees, plan and cancel as early as possible.

If you need to cancel at the last minute, reach out to us directly.

We may waive the fee if you have a valid reason, such as illness or an emergency.

Communication and respect are our top priorities.

Our ultimate goal is your satisfaction and the well-being of your pets. We're committed to providing excellent care and ensuring that you're always happy with our services.

1.3 policies

As many of you are aware, we have policies in place that are outlined in the client contract. Here are some to keep in mind.

As many of you are aware, we do not perform specific services such as overnight pet sitting or check-in if someone is present in the home.

This is a policy we've implemented due to the comfort and safety of our all-female team, and we want to avoid any potential issues.

If someone is present in the home, we are more than happy to adjust services accordingly or modify/reschedule as needed.

We understand that things happen and can get miscommunicated, but it is essential to keep this in mind.

Understanding

We understand people work night shift and will be in rooms asleep. That is no issue whatsoever. We cannot interact with those who are unconscious or be in their vicinity/ private area.

If they are in a private room, we do not need to access and should not even know the person is there unless we are notified.

Legal tenants

During overnight pet sitting or all-daytime care, having a legal tenant in a legal suite is absolutely fine. Please notify the staff.

We do not perform overnight pet sitting if someone is in the home during our stay, which is 8 PM to 8 AM.

(If this were to occur, services immediately stop, and the client is paying for all care in full.)

This is where communication and transparency play a crucial role. Please let us know if any of these occur, and we will be happy to modify as needed.

1.4 Weather conditions

Based on the seasons, here is a general rule of thumb that we use when transitioning into a new season.

In the summer months, we do not complete outdoor excessive exercise beyond 25+

In the winter months, we do not complete outdoor exercise below -25° (depending on the wind chill/overall feeling)

If it is unsafe to be walking without injuring a staff member or an animal, we will modify the service as needed.

Animals' and staff safety is our top priority, and we want to ensure that we are advocating for your animal and ourselves at all times to ensure everyone's safety. This is, of course, properly communicated.

1.5 Profiles and booking

Please note that it is the client's responsibility to book, maintain and update all of their own appointments and scheduling.

Clients are responsible for keeping their profile as updated and informed as possible, which includes as much information as possible.

The profile will go over the following.

Feeding, medical, behavioural, bathroom habits, illnesses, and medical history, etc

Clients can also set up as many profiles as there are animals on the property/service needed.

When booking a service, please ensure that you select all the animals that require the service on your profile, as needed.

You are only ever charged per household, and we can provide care for everyone under one service. Please communicate what you would need done during each service in your service notes.

There is a messaging board on the system where you can contact me or my team at any time to keep us informed about any changes or specific notes regarding an individual/multiple services.

1.6 Booking Packages

We are excited to announce that we have added numerous packages to our new service list, allowing clients to take advantage of the discounts.

When booking these packages, please ensure that you book

each appointment individually, and that everything is clearly outlined to confirm you are booked for all required services.

Please review your booking carefully and contact us if you have any questions.

1.7 Behavioural Issues

We do not work with dogs that have a history of behavioural issues towards people or a prior bite history.

We, however, do work with animals that have behavioural issues towards other animals, sensitivities, and rules, as well as dogs that are very difficult to walk.

We specialize in structured walking and working with difficult animals.

To ensure everyone's safety and to work in the best interest of the animal, please communicate everything clearly and honestly so we can determine the best course of action for your animal and household.

If we are not the right fit, as the animal is beyond our capabilities, we will direct you to the right area with someone more qualified or suggest something that we think would be better suited for that animal.

We always strive to ensure safety, effective communication, and what works best for that animal and household at all times.

1.8 Website

We are thrilled to announce our brand-new website.

This will provide breakdowns of who we are, what we do, and how we do it.

Along with booking meet and greets and services

All clients will still be directed to use Pet Pocketbook for their everyday bookings. However, for new clients or those who wish to review policies, educational videos, photos, and other information, this will be available.

Please note that this website is relatively new and we are continually working to enhance it and keep it updated as we progress. We appreciate your patience and understanding, and we hope you enjoy this account.

As always, thank you to everyone for supporting our ever-growing community. I am deeply grateful to each of you. Thank you.