CANCELLATION POLICY + How to Cancel a Visit
We require at least 24 hours notice to cancel or change the time block of a scheduled service. You must login to your account to request cancellation of each visit individually.
Cancellations that are requested within the terms of our cancellation policy will be credited to your account; this credit will be applied to future services.
Credits are not transferrable and must be used within 90 calendar days or will be forfeited.
You will be charged in full for services canceled or changed without sufficient notice OR If the Sitter arrives for a scheduled service and your pet(s) are not home.
Exceptions: Visits on Major Holidays and/or Overnight Services require at least 72 hours notice.
Canceling or changing the dates of a "Trip" does not update nor cancel confirmed services. You must login to your account to request cancellation of visits you no longer need.
No Refunds. No exceptions.

HOW TO CANCEL A VISIT:
> go to "Scheduling"
> select the visit you want to cancel
> a green bar appears at top of screen; click on the "cancel" button. Enter the cancellation reason, then scroll down and click the "request" button.

The office will receive a notification to process your request. Once the request is processed, your invoice is automatically updated. You must login to individually cancel or change a visit; we do not accept cancellations via any other manner.

*NOTE: the notice should be given prior to the start of the time block. For example, if the service you want to cancel is booked on Monday in the time block 11am-2pm, notify us no later than 10:59 am on Sunday. No exceptions.

Exceptions: We require at least 72 hours notice to cancel services on Major Holidays + to cancel Overnight visits.

NO REFUNDS

BOOKING SERVICES (advance notice required)
BOOKING SERVICES
All services are booked, changed and/or canceled via the online scheduling platform. In order to ensure accuracy we will not accept service requests or cancellations via phone, text, email nor in person.

Login to your account here: https://doghousegirls.petssl.com/login

Please provide as much advance notice as possible.

Last Minute/Same Day Service - If we are not already booked, we can accommodate a last minute request for an additional $10 per visit. To avoid this surcharge, book your request by these deadlines. No exceptions.

MONDAY – FRIDAY
Book your visit no later than 3:00 pm the day prior. For example, you want to book a service on Tuesday, the deadline to book is Monday no later than 3:00pm.

SATURDAYS + SUNDAYS
Book your visit no later than 3:00 pm on the Thursday before. For example, you want to book a service on Sunday, the deadline to book is Thursday no later than 3:00pm.

HOLIDAYS
Minor holidays falling on a Monday must be booked no later than 3:00 pm the Thursday before. Major holidays require a minimum of 2 weeks advance notice.

CREDIT CARD + PAYMENT POLICY
PAYMENT is due in full at least 2 days prior to the first service date. For services on Major Holidays, payment is required at least 7 days prior to the first requested service date.

All clients are required to have a valid credit card on file in order to request services. For security purposes, the system encrypts credit card information upon saving and we are only able to see the last 4 digits.

The payment terms (due date) are listed on the invoice and includes a link to make a payment. No refunds.
- Payment is due 2 days prior to the first date of service (with the exceptions noted below for Major Holidays and Overnight visits.

Exceptions:
- Major Holidays : services scheduled around major holidays such as Thanksgiving, Christmas, and New Years will have a Payment due 7 days prior to the first date of service.
- Overnight Visits : payment is due 7 days prior to the first date of service.

Cancellations that are requested within the terms of our cancellation policy will be credited to your account; this credit will be applied to future services and must be used within 90 calendar days. Credits cannot be transferred. No exceptions.
NO REFUNDS.


HOME ACCESS + Key Policy
It is our policy to have 2 means of access to the primary entrance of all clients’ homes. We require direct access in the form of a physical key, electronic lock code, FOB or garage code. Physical keys are coded and contain no identifying information. Electronic lock codes are only accessible to the sitter who is assigned to provide service for your pet.

We require 2 SETS OF WORKING KEYS to the PRIMARY ENTRANCE of your home. Services will not be confirmed until we have receive the keys. For new clients, these keys MUST be made available at the time of the New Client Meeting and before any services can be booked.

PHYSICAL KEYS
Keys are coded and kept in a secure location at DHG headquarters. The sitter picks up one set of keys at the beginning of their shift and returns that set of keys at the end of their shift. The second set of keys is kept in the office as a backup in case of an accidental lockout.

ELECTRONIC LOCKS
Electronic lock codes are only accessible to the sitter who is assigned to provide service for your pet. We require a physical key for backup in case of battery or other electronic failure. If your electronic lock does not have a physical key, please provide us with a secondary means of access such as a physical key to another door or garage code. In addition to the electronic lock, if your door has a separate door knob that also locks, we require a physical key to that lock.

ALARM SYSTEMS
You agree to provide us with alarm codes and detailed instructions in your profile. This information is only visible to management and the sitter who is providing service for your pet.

Please make sure the codes in your profile are up-to-date and locks are functioning properly. We are not responsible for false alarm fees. If we are unable to gain entry and a locksmith has to be called, you will be responsible for all charges.

ONGOING SERIES / SUBSCRIPTION DOG WALKING SERVICE
This Series/Subscription refers to a predetermined monthly walking/visiting schedule set for 3 months out for your pet. New visits will be added to the schedule incrementally (e.g. tomorrow it will be scheduled 90 days out from tomorrow, the next day will be 90 days out from that day, etc.). This will automatically renew every 3 months (90 days).

Benefits to this service :
- You will have a set Primary walker and Secondary walker.
- You will always have your scheduled time slot.
- You do not need to login weekly to schedule new walks. Less work and you're always covered.

Payment Terms / Invoice/ Billing :
- You will be charged automatically every month for the scheduled walks.
- Invoice sent 7 before the first scheduled visit of the next month with instructions to review schedule and cancel what you don't need.

Cancellations / Holidays :
- Prior to the next monthly bill, you can login to to your account and cancel walks that you will not need. An example would be if you know you will be off from work on a particular day and do not need our services.
*Ongoing services are suspended on Memorial Day and will not show up on your schedule. If you need service for your pet this day, please go to "My Schedule" and select "Add New Visit".

Cancellation Policy for Individual Walks:
- We require at least 24 HOURS notice to cancel or change the time block of a scheduled service.
- Cancellations that are requested within the terms of our cancellation policy will be credited to your account; this credit will be applied to future services.
- You will be charged in full for services canceled or changed without sufficient notice OR
- If the Sitter arrives for a scheduled service and your pet(s) are not home. No Refunds.

Cancellation Policy for the Ongoing Series Service:
- We require 30 DAYS NOTICE to cancel the Ongoing Series subscription. This allows us time to find a replacement client for our walker. NO REFUNDS.

Terms of Service
I realize that all client pets are domesticated, socialized, and under constant supervision. However, an injury to my pet might occur; or my pet may cause injury to another animal; or my pet may cause injury to a person. In such cases, I relieve Doghouse Girls LLC and their employees of all liability. Furthermore, I agree to pay veterinary and/or medical expenses incurred as a result of injuries incurred by my pet(s) or injuries caused by my pet(s). If any questions or concerns arise about your pet(s)’ care, you agree to notify Doghouse Girls LLC within 24 hours of returning home. Notice is given by replying to the last journal entry, message via the client portal or email.
Doghouse Girls LLC and its employees shall not be held responsible for any personal property damage; or damage to other’s property, that may occur (such as chewing/destructive behavior and accidents) by the client’s pet(s) including, but not limited to, any and all personal items, furniture, floors, carpet, doors, walls and woodwork.
In the event that a Doghouse Girls LLC employee is unable to enter my home for any reason, I authorize Doghouse Girls LLC to obtain locksmith services to gain access as soon as possible. I understand that Doghouse Girls LLC will attempt to contact me; if they cannot reach me, they will use their best judgment to provide the timely care of my pet(s). I understand that any and all costs necessary to gain access, including employee time, shall be my responsibility.
In case of emergency, I authorize Doghouse Girls LLC to take my pet to the nearest veterinary clinic or animal emergency center. I understand that Doghouse Girls LLC will attempt to contact me; if they cannot reach me, they will use their best judgment to provide the necessary treatment authorization for the well being of my pet. I understand that all costs in connection with the emergency, including employee time, transportation, veterinary, medical, and otherwise, shall be my responsibility.
I do hereby waive and release Doghouse Girls, LLC and its employees from any and all liabilities of any nature for the actions of the Company, its employees, or other drivers; for unforeseen circumstances occurring in the transportation of my pet(s). Doghouse Girls, LLC and its employees are not liable for injury to my pet(s) or loss of my property that may occur in the transportation of my pet(s). I do hereby waive and release Doghouse Girls, LLC and its employees from any and all liabilities if injury occurs to any pet while under the care of Doghouse Girls, LLC and its employees during, or immediately before, or after transport.
If a third party has access to my home; or is providing care for my pet(s) at the same time I am using the services of Doghouse Girls LLC, I understand that neither Doghouse Girls LLC nor their bonding and liability insurance policy will accept responsibility for theft, accidents, damages, etc. to my home, property nor my pet(s). I also relieve Doghouse Girls LLC and their employees of all liability and potential fees if my alarm system malfunctions or is inadvertently set off while they are providing services.
If my dog participates in off leash play with other dogs, such as at the Canton Dog Park, Patterson Park Dog Park, or other secured or unsecured area, I understand that an interactive play setting is not without some risk of injury. I recognize that the benefits of interactive play are valuable to my dog, and I accept the potential risks. Furthermore, I release and agree to hold harmless Doghouse Girls LLC from any injury, illness, or accident that may occur.

To the best of my knowledge, all of the information I have provided is accurate. I agree to provide updates via this client portal as necessary. On behalf of myself and any and all other owners of my pet(s) I certify that I have the authority to represent any and all other owners of my pet(s) in signing this contract.

Overnight Boarding
Additional Terms of Service for Overnight Boarding
Doghouse Girls LLC shall exercise reasonable efforts to maintain a clean, safe and secure environment for each pet while in our care. Each dog shall be walked regularly, fed according to the feeding schedule provided and shall be housed in its own individual quarters. Unless specifically prearranged on a case by case basis, all dogs will be crated in the Training Studio, as they were during training, when not directly supervised. I understand that, even under constant supervision, an injury to my dog might occur; or my dog may cause injury to another animal; or my dog may cause injury to a person. In such cases, I relieve Pauline Houliaras, Doghouse Girls and their employees of any and all liability. Furthermore, I agree to pay all fees associated with any injuries, including veterinary and/or medical expenses.
SOCIALIZATION/OFF-LEASH PLAY TIME: If my dog participates in off leash play with other dogs, I understand that any interactive play setting is not without some risk of injury. I recognize that the benefits of interactive play are valuable to my dog, and I accept the potential risks. Furthermore, I release and agree to hold harmless Pauline Houliaras, Doghouse Girls LLC and it's employees from any injury or accident that may occur.
In case of emergency, I authorize Pauline Houliaras and/or the Doghouse Girls LLC to take my pet to the nearest pet urgent care center such as Eastern Animal Hospital OR after hours to the Animal Emergency Center or Pet E.R. I understand that Doghouse Girls LLC and/or Pauline Houliaras will attempt to contact me; if they cannot reach me, they will use their best judgment to provide the necessary treatment authorization for the well being of my pet. I understand that all costs in connection with the emergency, including transportation, veterinary, medical, and otherwise, shall be the owner's responsibility.
If fleas, ticks or other parasites are found on my pet, I authorize Pauline Houliaras and/or the Doghouse Girls LLC to seek necessary grooming and/or veterinary care. I understand that Pauline Houliaras and/or Doghouse Girls LLC will attempt to contact me; if they cannot reach me, they will use their best judgment to provide the necessary treatment authorization for the well being of my pet. I understand that all costs in connection with the treatment, including transportation, veterinary, grooming, and otherwise, shall be my responsibility.
The Owner represents that they are the legal Owner of the dog; that the dog has not been exposed to distemper, rabies or parvovirus within the last thirty (30) days; that the dog has been inoculated as shown above; that the dog is currently and properly licensed (if applicable); and that the Owner has read this Agreement in its entirety.
To the best of my knowledge, all of the information I have provided is accurate. I agree to provide updates as necessary. On behalf of myself and any and all other owners of my dog, I have read and agree to the terms of this agreement, including the service and fees. I certify that I have the authority to represent any and all other owners of my dog in signing this contract.

GUEST PET POLICY
A Guest Pet refers to pet(s) that you do not own, who is staying with you temporarily and/or belongs to a roommate/housemate. Each pet owner must have a separate account to book services. Guest pets are billed separately, and are not eligible for the multi-dog household rate.


Pet Photos + Videos
Doghouse Girls LLC routinely takes photos of your pets at each visit. These photos are included in the Journal communication we send after each visit. I agree that Doghouse Girls LLC may use such photographs &/or videos of my pet(s) with or without my name and for any lawful purpose, including, for example, such purposes as publicity, illustration, advertising, social media and Web content.