AREAS WE SERVICE
We service all of downtown Chicago including: South Loop, Loop, Streeterville, Mag Mile, and River North. For other neighborhoods, please visit our sister site at www.urbantailz.com.
YOUR INITIAL MEET AND GREET
An Urban Tailz manager will meet with you and your pet in your home at no cost to you so we can discuss our services and answer any questions you may have. We take detailed notes about your pet and your home to add to your account so the information is available for the walker or sitter visiting your pets. We will then meet your walker at your home for your first visit so we can introduce the walker to your pet and show them around.
We understand that you may feel more comfortable meeting with your walker as well, and we will do our best to accommodate those needs. We believe it's important to know who is staying in your home when scheduling house sittings, so we will always schedule a meeting with your sitter beforehand at no charge to you.
SCHEDULING DOG WALKS
Our regular midday dog walks are between 10am to 4pm Monday through Friday. Any walks outside that time frame are considered off-peak or weekend walks. For more info on off-peak and weekend walks, please see our services page. Our last time window for a regular midday walk is 2-4pm. We provide a 2-hour window for our regular midday walks and a 1-hour time window for our puppy walks.
We understand that people are busy and schedules change, so we are as flexible as we can with scheduling. We ask that you schedule your regular midday walks before 9am the day of. If a midday walk is scheduled after 9am the day of it is subject to a $3 last-minute surcharge fee. For weekend walks (4pm Friday through Sunday), we ask 24-hour notice for requests. If 24-hour notice is not given the walk is subject to a $5 last-minute surcharge fee. There is no last-minute surcharge for weekday evening visits.
We do not have a cancellation policy for our regular midday walks. As long as the walker has not been to your home to do the walk, then we will cancel your visit at no charge. Please cancel walks through our pet portal or by [email protected]
All regular midday walks that fall on a holiday are cancelled automatically. Our holidays includes: Memorial Day, 4th of July, Labor Day, Thanksgiving and Day after, Christmas Eve, Christmas, New Years Eve, and New Years Day. If you do need a walk on one of these dates you will need to log into our pet portal and schedule your visit again. Holiday walks are $25 per walk.
We do our very best to schedule the same walker for each visit. We feel that it is important to build a relationship between the dog and the walker. Sometimes a walker may need a day off, in which case we will try to let you know beforehand that another walker is coming that day. 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. We cannot guarantee your regular walker if scheduling an off-peak or weekend walk, but we will always check their availability first before asking other walkers.
KEYS TO YOUR HOME
We ask that you provide two sets of keys to your home. One stays with the walker and the other set stays in the office. We should never have a key problem if we have the backup set. We are happy to use garage codes or lock boxes when applicable. We also very comfortable with alarm systems. Many of our clients give us our own code similar to a babysitters code.
We believe communication is one of the most important aspects of dog walking. We leave detailed notes in your home with the date and time the walker arrived, as well as information on how your pet did on the walk and if they went #1 and #2. Some of our clients request our walkers send a text after the visit, and we are happy to accommodate this request.
We do not require payment until all services have been performed. We set a 4-week billing period for all of our daily clients. We know that schedules can often change, so invoicing at the end of the 4-week period makes billing easier for additions and cancellations. We send itemized invoices at the end of each period, and credit or debit card payments can be made online through our secured server. You may even set your account up for AutoPay to make things easier. Payment is due 14 days after receiving your invoice. We do not accept cash or checks at this time.
UPDATING YOUR ACCOUNT
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.
WILL MY DOG BE WALKED WITH OTHER DOGS?
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.
HOUSE SITTING CANCELLATION
We ask that you cancel your house sitting one week prior to the start of your sitting. If one-week notice is not given, then there is a one night ($65) cancellation fee. For Holiday house sittings, we ask that you cancel two weeks prior to the start of your sitting or there is cancellation fee up to 50% of the total cost of your scheduled house sitting. Holiday house sitting dates include: Wednesday through Saturday of Thanksgiving, December 23-26, and December 30th to January 2nd.