Our Policies

Before booking with Harness Pet Care, we encourage you to take a moment to read through our key policies below. These are the ones that clients like to know up front - the details that help everyone feel clear, prepared, and comfortable before care begins.

Our full list of policies, including more specific terms and procedures, is outlined in the Service Agreement you’ll review and sign when registering on Time to Pet.

Payments & Fees

Payment Methods Accepted

  • Cash, Check, Visa, MasterCard, Discover

  • Venmo, CashApp, PayPal

  • Checks should be made payable to: Harness Pet Care LLC

  • A returned check fee of $40.00 will apply to any insufficient funds or bounced checks.

New Pet Sitting Clients

  • After a successful meet & greet, to book services payment for the first reservation must be made via credit or debit card upon receipt of your invoice.

  • Once your first schedule of visits is completed and closed out, you’ll be considered an established client and will follow the policies for existing clients outlined below.

New Ongoing Daily Drop-In/Dog Walking Clients

  • Your first full calendar month of service must be prepaid in full at the meet & greet.

  • After the first month of services has been rendered, you will be considered an established client and subject to the standard policies for ongoing dog walking clients.

Existing Pet Sitting Clients

  • Cash or check payments must be left at the home on the first day of the scheduled visit(s).

  • Credit/debit card payments must be completed on or before the first day of service.

    • Clients may pay directly through their invoice.

    • If payment is not received prior to the first visit, and no cash/check is left at the home, the client authorizes Harness Pet Care to charge the card on file for the outstanding amount.

Existing Ongoing Daily Dog Walking Clients

  • A credit card must remain on file for the duration of service.

  • An invoice will be issued on the last day of each month for all services rendered.

  • The client’s card will be charged the following day for the total balance due.

  • If the client wishes to leave a tip for their walker, they may pay the invoice manually before the card is auto-charged.

Area Policy Why it matters
Payments Card on file required. First booking prepaid. Established clients billed at time of service or monthly for care packages. Makes booking and scheduling smooth and reliable
Holiday Surcharge $50/night (sits), $20/visit (drop-ins/walks). Holidays are high-demand; this secures coverage for your pets
Last-Minute Bookings House sits inside 3 days: $30. Drop-ins/walks inside 24 hrs: $10–15. Keeps room for unexpected needs while balancing the calendar

Holiday Policy

To ensure reliable staffing and the same level of care during peak periods, a $50/night holiday surcharge applies to all house-sitting bookings and a $20/visit holiday surcharge applies to all drop-ins and walks scheduled on the following dates:

  • December 30, New Year’s Eve, New Year’s Day, January 1

  • Easter Sunday

  • Memorial Day Weekend (Friday–Monday)

  • Independence Day (July 4th)

  • Labor Day Weekend (Friday–Monday)

  • Day before Thanksgiving, Thanksgiving Day, and the day after Thanksgiving

  • Christmas Eve, Christmas Day, Day after Christmas (12/24, 12/25, 12/26)

  • Last-minute holiday bookings (made within 14 days of the first visit that falls on a surcharge date) will incur a $50.00 one-time fee to support scheduling accommodations.

  • Thanksgiving and Christmas reservations require a 50% deposit to confirm and reserve your dates on our calendar.

  • Thanksgiving and Christmas reservations require a 21-day notice of cancellation to retain the 50% deposit.

  • If canceled within 21 days of service, the deposit will be forfeited.

Key Management & Access

We understand that life happens - locks stick, batteries die, keys get misplaced. We will always do our best to work with you quickly and respectfully to resolve the situation and keep your pet safe. That said, ensuring access in advance is the client’s responsibility and an essential part of safe, successful service.

Key Requirements & Secure Access

For the safety of your pet(s) and to ensure uninterrupted access during your scheduled services, clients are required to provide two working copies of their house key:

  • One key will be used by the assigned sitter during the service period.

  • The second key must be stored securely on-site in a client-provided lockbox or another pre-approved, accessible location known to the sitter for emergency backup use.

  • Sitters are not permitted to leave keys unsecured (e.g., under doormats, in mailboxes, or any visible/unlocked area). All keys must be:

    • Stored securely inside the home or garage, or

    • Placed in a lockbox or secured entry location provided by the client.

Key Storage & Access Options

A smooth visit starts with reliable access. To keep every pet safe and every sitter prepared, a lockbox with a physical backup key is required for all homes - no matter how you usually enter. This ensures we can always reach your pets safely if codes, batteries, or garage openers fail.

Clients can choose their main entry method from the options below.

1. Electronic Entry (Door Code, Smart Lock, or Garage Opener)

  • You’re welcome to use an electronic entry as your main access method.

  • We’ll ask that a spare key is stored in your lockbox in case of power loss or system failure.

  • It’s a small safeguard that keeps your pets reachable and your schedule stress-free.

2. Key Held by Sitter

  • Your sitter can hold a set of keys for the duration of services.

  • Keys are coded for security (no names or addresses) and handled with care between sitters if needed.

  • A backup key must still remain in your on-site lockbox for emergencies or unexpected schedule changes.

3. Key on File with Harness Pet Care

  • For regular or long-term clients, two full sets of keys can be securely kept on file.

  • One stays with your primary sitter; the other remains in our company lockbox for backup.

  • An on-site lockbox is still required to ensure safe entry if travel plans change or access needs to be transferred.

Lockbox Options

  • Purchase from Harness Pet Care ($25) — available at your Meet & Greet.

  • Order Online: If you prefer to order your own.

  • Already have one? We’ll help confirm it’s in good condition and placed securely.

Security & Privacy

We take your trust seriously. All keys are:

  • Coded without personal identifiers

  • Stored securely in a locked, limited-access system

  • Only accessible to authorized Harness Pet Care staff directly assigned to your visits

  • Keypad or smart lock codes are stored securely within your encrypted client profile and never shared outside of assigned sitters.

Service Coverage

House Sitting Coverage

Some pets are comfortable with longer stretches alone, while others feel better with more check-ins. Our goal is to offer clear choices that can be adjusted if needed, so that the care plan reflects the rhythm your pets are most used to.

Option What’s Included Typical Alone Time Best For
Overnight House Sit ~10 PM–7 AM stay + 1 midday visit Up to 7-8 hrs daytime Pets who are fine with longer naps but need overnight company
Drop-In House Sit (Day Package) 3 × 30-min visits (morning, afternoon, evening) 8-10 hrs between visits Pets who like a steady rhythm but don’t need overnight company
Overnight + Extra Drop-Ins Overnight stay + add $30 visits 4–6 hrs between visits Pets who need shorter alone times
Constant Care (limited) Round-the-clock care 2-3hrs Pets who feel safest with someone always nearby

Our Overnight Sit is structured to include overnight care (including morning and evening care) and one daytime check-in, but does not cover a full 24-hour span. When travel falls outside of this window, additional drop-ins are needed to ensure your pets stay fed, walked, medicated, and comforted while you’re away.

  • If your travel schedule requires care before 10:00 PM on the first day or after 7:00 AM on the final day, additional drop-ins may be needed to ensure full coverage.

  • You may select a 2-hour arrival window for the start of your overnight sit (e.g., 8:00–10:00 PM), which will be confirmed prior to service.

  • All additional drop-ins must be scheduled in advance and are billed at the add-on rate.

Example: You're leaving at 12 PM and returning at 8 PM the next day

Date Time What’s Covered? What’s Needed?
Day 1 12:00 PM 🛑 Not covered by Overnight Sit ✔ Add 1 afternoon drop-in ($30)
Night 1 10:00 PM ✅ Overnight care begins –
Day 2 7:00 AM ✅ Overnight care ends –
Day 2 Midday ✅ 1 midday drop-in included –
Day 2 8:00 PM 🛑 Not covered by Overnight Sit ✔ Add 1 evening drop-in ($30)

Total Needed:

1 Overnight Sit ($125)

  • 1 Drop-in on Day 1 ($30)

  • 1 Drop-in on Day 2 ($30)

    = $185 total for full coverage

Drop-In & Dog Walk Coverage

Visit Timing Policy

At Harness Pet Care, our 30-minute to 1 hour service windows are designed to include the total time your sitter is actively on-site providing care. This means:

  • The clock starts when your sitter exits their vehicle and begins heading to your door

  • The clock stops when the sitter returns to their vehicle after the visit is complete

For clients in apartments, secured buildings, or homes with longer access processes, entry and exit time is included in your visit duration.

Visit Scheduling

Visits are scheduled within 2 hour time blocks to ensure smooth coordination across client routes. While we make every effort to accommodate your preferred visit times, slight variations may occur depending on your sitter’s daily schedule, weather, or emergency needs. If your pet has specific timing needs, please let us know when booking.

Reservations & Cancellations

When you book with us, that time is reserved specifically for you—and other work is turned away to honor that commitment. This policy is designed to protect both your flexibility and the sitter’s time, while ensuring fairness and sustainability for all clients. We will make every effort to arrive within your requested time block. While consistency is our goal, please note that unexpected delays or emergencies may result in minor timing adjustments. You will always be informed of any significant deviation.

Reservations

Reservations are made to secure sitter availability and ensure care for your pets. For this reason, clients returning home earlier than scheduled are still responsible for payment for the full reserved time.

To schedule service:

  • All reservation requests must be submitted via your Time to Pet client portal or by calling/texting ‪(313) 744-2434.

  • Reservations are not considered confirmed until you receive a confirmation email from Harness Pet Care.

Drop-In & Dog Walk Cancellation Policy Guide

Drop-ins and walks are a little different from house sitting because they’re shorter, same-day visits. Since they take up smaller windows of time, the cancellation policy is simpler too.

  • If you cancel at least 24 hours ahead, the visit is fully refunded.

  • If you cancel less than 24 hours ahead, the visit is billed in full since the time was already set aside and can’t easily be refilled.

These guidelines keep scheduling fair and steady, while also giving you the option to adjust without penalty if something changes the day before.

  • If a sitter arrives for a scheduled walk and finds the pet is not home or the property is inaccessible without prior notice, the full service fee will be charged.

  • If something urgent comes up - such as a medical emergency, severe weather, or a death in the family, please reach out. We will always do our best to accommodate you with understanding and fairness.

You may choose either a refund or a credit when eligible.

  • Credits can be applied to any future booking within 12 months.

  • Once a sit has already begun, early returns or schedule changes are not eligible for refunds or credits.

House Sitting Cancellation Policy Guide

When a booking is made, that time is set aside just for your pets. The policy below explains how refunds or credits are handled if plans need to be adjusted.

Cancellations are based on the start of the first day of your booking (not the time of day within that booking).

The table below shows how refunds and credits are offered depending on how close to the booking the cancellation happens.

Notice Given Refund OR Credit (valid for 12 months)
14+ days 75% refund or 100% credit
7–13 days 50% refund or 75% credit
3-6 days 25% refund or 50% credit
<72 hrs No refund, but 25% credit

Monthly Package Cancellation Policy Guide

Clients enrolled in monthly drop-in or dog walking plans (e.g., 4x/month, 12x/month, 20x/month) receive discounted rates for committing to recurring care. As such, cancellations and refunds are handled differently from one-time bookings.

Cancellations & Rescheduling

Cancelling a Single Visit:

  • More than 24 hours' notice: Visit is credited and can be rescheduled within the same calendar month.

  • Less than 24 hours' notice: Visit is forfeited and not eligible for a refund or credit.

  • Credits do not roll over into the next month unless previously arranged.

If you need to cancel your monthly plan entirely:

When Plan Is Cancelled What Happens
7+ days before billing Full refund or invoice voided
3–6 days before billing 50% refund or credit
<72 hours before billing No refund; credit may be issued at discretion

Pausing a Plan Temporarily:

  • You may pause a plan for up to 1 month (e.g., for travel, work changes, etc.).

  • Paused plans will resume on the next agreed-upon month.

  • Visits must be rescheduled or used within the same month unless an extension is pre-approved.

Discount Thresholds

  • Monthly plan discounts are tied to completing the number of visits in the plan. To keep your discounted rate for monthly plans, the number of completed visits must meet or exceed the plan tier. If frequent cancellations reduce your total completed visits below your plan’s threshold, your discount will no longer apply for that billing cycle.

  • If a visit is canceled and not rescheduled within the same month, the price per visit adjusts to the next appropriate tier.

What Happens If You Drop Below the Threshold?

  • If you’re on the Daily Dose of Care package (12 visits) and cancel one without rescheduling, your visits drop into the Consistent Companion tier. The new rate is $32.50 per visit instead of the lower Daily Dose rate.

  • If you’re on the Consistent Companion package (4 visits) and only use 3, those visits are billed at the standard $35/visit rate.

Ways to Keep Your Discount

To maintain your discount:

  • Reschedule cancelled visits within the same calendar month (when giving 24+ hours' notice)

  • Avoid last-minute cancellations when possible

  • Consider selecting a lower plan tier if your schedule fluctuates often

Inclement Weather Policy

Dog Walks & Outdoor Activities

Dog walks may be shortened, rescheduled, or canceled if weather conditions pose a risk to your pet’s safety or the sitter’s ability to provide proper care.

Walks Will Be Modified or Canceled If:

Extreme Heat

  • Real-feel (heat index) temperatures reach 90°F or higher

  • Sidewalks/pavement are too hot to touch safely with the back of a hand for 7 seconds

  • Air quality alerts or high humidity create unsafe conditions for brachycephalic breeds, seniors, or dogs with respiratory or cardiac issues

Extreme Cold

  • Real-feel (wind chill) temperatures fall below 15°F

  • Ice or heavy snowfall creates unsafe walking surfaces

  • Salt-treated areas could damage sensitive paw pads without proper booties

Thunderstorms, Lightning, or Heavy Rain

  • Active thunder/lightning during the scheduled walk

  • Sustained heavy rainfall or flooding

  • Wind gusts above 30 mph, or local wind advisories

Winter Weather Events

  • Snow accumulation of more than 4 inches in 12 hours

  • Icy driveways or walkways that have not been treated or shoveled

  • Road closures or unplowed side streets that make travel unsafe

Notification & Communication

  • Clients will be notified immediately via the Time to Pet app, text, or phone if a scheduled service cannot be completed or must be adjusted due to weather.

  • We aim to provide at least 1 hour’s notice whenever possible, but please understand that conditions can change rapidly.

  • In the case of a shortened walk or modified visit (e.g., a brief potty break instead of a full walk), clients will receive an update through the app explaining the change.

  • If your pet cannot be walked safely outdoors, time will be spent indoors engaging in enrichment, potty breaks, or supervised play, when appropriate.

Credits & Rescheduling

  • If a service must be canceled by Harness Pet Care due to unsafe weather, the visit will be credited in full to your account for use toward a future booking.

  • If a walk is shortened for safety, but care is still provided (e.g., a potty break and indoor enrichment), the standard fee applies to compensate for travel, time, and care.

Area Policy Why it matters
Vaccinations Rabies + core vaccines required, uploaded to profile Protects your pets, others in care, and our team
Medication Given as clearly labeled & directed Ensures safe, accurate care without stress or mistakes
Emergencies We contact you → emergency contact → authorized to act up to $250 default vet expense (or your set limit) Quick decisions when minutes matter
Weather Walks adjusted in extreme heat/cold, ice, or storms. Indoor play substituted when needed Keeps pets safe without sacrificing attention

Health & Safety

Emergencies aren’t expected, but preparation makes it possible to respond calmly if something does happen. Details like vaccine records, medication instructions, and vet limits allow for safe decisions in the moment. These pieces are the safety net that allows you to step away with more ease.