Policies & Procedures

Booking & Scheduling

Meet & Greets
All new clients are required to schedule a complimentary Meet & Greet at least 48 hours before their first service. This gives us the opportunity to meet you and your pets, learn about their routines, ask questions, and ensure everyone is comfortable before we begin care.

How to Book
Services can be requested through your client portal (recommended), by calling or texting us at 717-417-8738, or by sending us an email at zoomiespetservicespa@gmail.com. If you’re a new client, reach out through our contact form to get access to the client portal. Requests must be submitted in advance and are not considered confirmed until you receive an invoice and submit any required payment.

Time Blocks
Zoomies operates on a time block schedule. We are generally unable to guarantee specific arrival times. When scheduling most services, you have the option to choose from the following time blocks:

Morning (7am-10am)
Midday (10am-1pm)
Afternoon (1pm-4pm
Evening (4pm-7pm)

Need a specific time, like for transport to an appointment or time-sensitive medication? Please leave a note when booking in the client portal, and we’ll do our best to accommodate.

Overnight bookings should be booked under the “Overnight” time block. Your pet sitter will arrive around 9pm for overnight visits and leave around 6am.

Visit Minimums
If you're going out of town, we require:

At least two daily visits for dogs, spaced approximately 10–12 hours apart.
At least one daily visit for cats, spaced no more than 24 hours apart.
These minimums help us ensure your pet’s health, safety, and emotional well-being.

Scheduling Changes
Need to add, cancel, or modify a visit? You can do so through the client portal, or by reaching out to us directly. We’ll do our best to accommodate changes, but please refer to our cancellation policies below.

Payments & Fees

Payment Methods
Payments must be submitted via the client portal. We accept debit/credit cards and ACH transfers. Some services may require a valid payment method on file before beginning the service.

Standard Visits
Payment for all standard services (dog walking, pet sitting, backyard cleanup, etc.) is due in full at least 24 hours before your scheduled service. Unpaid services may be canceled if payment is not received on time.

Weekend & Overnight Visits
A 50% deposit is required at least 7 days in advance to hold your weekend or overnight booking. The remaining balance is due 24 hours before the first scheduled visit.

Holiday Visits
Holiday visits require a 50% deposit at least 14 days in advance, with the remaining balance due 24 hours before the first visit. A $25/day holiday surcharge applies on the following dates:

Easter Weekend (Friday-Sunday)
Memorial Day Weekend (Saturday-Monday)
July 3rd-6th
Labor Day Weekend (Saturday-Monday)
Thanksgiving Weekend (Thursday-Sunday)
December 24th-January 1st.

Clients enrolled in monthly subscription plans are exempt from holiday fees.

Variable-Rate Services
Services like pet transport or supply deliveries may be invoiced after service is completed to account for variable costs. Payment for these services must be received with 14 days of the invoice being issued or will incur a fee of $25 per week until paid.

Subscription Plans
Our monthly subscriptions for dog walking or drop-in visits are billed automatically on the 1st of each month. Auto-pay is encouraged and easy to set up in your portal. Unused visits do not roll over or get refunded, so we recommend booking consistently to make the most of your plan.

Early Returns
Please let us know if you’re returning home early! Since we have already reserved that time for your pet(s), we are unable to issue refunds for those visits, but we may be able to modify them into dog walking or pet enrichment visits so the visits aren’t wasted.

Cancellation Policy

We value your time and reserve spots just for your pet. Here’s how our cancellation fees work:

Standard Visits (dog walking, drop-ins):

Cancel 48+ hours in advance: No fee
Cancel 24–48 hours in advance: 50% of total service fee
Cancel less than 24 hours in advance: 100% of total service fee

Weekend & Overnight Visits:

Cancel 7+ days in advance: No fee
Cancel 3–7 days in advance: 50%
Cancel less than 72 hours in advance: 100%

Holiday Visits:

Cancel 14+ days in advance: No fee
Cancel 7–14 days in advance: 50%
Cancel less than 7 days in advance: 100%

Accessing Your Home

To ensure consistent and secure access to your home, we require two working keys or a lockbox. Lockboxes can be purchased at many local hardware, home goods, and retail stores. For a convenient option, we will provide and setup a lockbox for a fee. We do not accept hidden keys, as they can pose safety and liability issues.

We encourage you to keep a copy of your key securely on file for future services. Keys are labeled with non-identifying information and stored in a secure location in our office.

If you'd like us to return your key, just let us know. We can arrange to meet up in a public location to return your key, schedule a key pickup/drop-off visit for a small fee, or mail your key back upon request ($5 postage/handling fee applies).

If we arrive and your key or access code doesn't work, we'll first attempt to reach your emergency contact to gain entry with their spare key (as authorized in your agreement). If they are unavailable or do not have a key, we will contact you to authorize a locksmith. Please note that locksmiths require direct homeowner authorization, typically by phone or text. If you cannot be reached and we believe your pet’s welfare is at risk, we may be obligated to contact local authorities. Any locksmith costs or service delays due to access issues are the client’s responsibility.

Please let us know if anybody will be in your home while you’re away, like a cleaner. Undisclosed people in your home may be treated as a security concern.

Medication Administration

We are trained to administer most oral, topical, and some injectable medications. Please ensure all medication instructions are clearly listed in your pet’s profile and that medications are labeled and stored properly.

Our medication fees vary based on administration type. These are set to reflect the level of care and skill involved and are added per visit when medication is required.

We do our best to administer medications as instructed, but pets can be unpredictable! We are not liable for pets that are fearful, aggressive, or otherwise unreceptive to such attempts, nor for any adverse reactions resulting from medications administered as instructed.

Emergency Veterinary Care

At Zoomies Pet Services, your pet’s safety is our top priority. If your pet becomes ill or injured during a visit, we will make every effort to contact you right away. If we are unable to reach you, we will contact your listed emergency contact.

Our staff is trained in pet first aid and can administer basic first aid for minor issues. If urgent care is needed and your preferred veterinarian is available, we will transport your pet there. If it's a life-threatening emergency, or your vet is unavailable, we will take your pet to Mountain View Animal Emergency in Hagerstown, MD, our designated emergency veterinary hospital.

Clients are required to:

Contact their regular and emergency vets in advance to authorize Zoomies to seek care on their behalf
Keep a credit card on file with those clinics
Stay available by phone to discuss and authorize care decisions for your pet
Assume full financial responsibility for all veterinary expenses

Please note: While we always prioritize the health and safety of pets in our care, emergency vet trips may cause significant disruptions in our schedules and services for other clients. Therefore, emergency vet trips are billed at $50/hour for the time we spend transporting and staying with your pet.

Pet Behavior & Safety

Your pet’s safety - and our staff’s - is paramount. Dogs must be leashed during walks and only off-leash in a securely fenced area.

If a pet displays aggression, unpredictability, or behavior that creates a safety concern, we may need to suspend or terminate service. If we are unable to safely care for your pet, we may place them with a previously arranged caregiver or in a boarding facility at your expense.

We do not share pet sitting duties with third parties for safety and liability reasons.

All pets must have current rabies vaccinations.

Supplies

Please ensure you provide the following:

A well-fitting collar or harness and non-retractable leash for each dog
Enough food, medications, and other supplies for the duration of your trip
Litter and scoop, treats, and comfort items

If essential supplies are missing, we may need to purchase them on your behalf and add the cost to your invoice.

Return Home Policy

For safety, please notify us via the client portal when you return home. If we don’t receive confirmation by the time of your next scheduled visit, we may perform a wellness check at your expense to ensure your pet is safe and cared for.

Photo & Social Media Policy

We love taking pictures of your pets during visits to share their joy and cuteness! By default, we may use photos or videos of your pet on our social media, website, or for marketing materials. We will never post content that reveals personal information such as your name, address, or location.

You can opt out of public media use anytime through your client portal. Private visit photos will still be provided in your post-visit updates.

If you include your social media handle in your preferences, we may tag you when posting images of your pet.

Pet Transport to Vet Appointments

For medical-related transport, it is the client’s responsibility to inform the veterinarian that Zoomies will be bringing the pet. Many vets require that the client: