Cancellation Policy
No refunds once service begins.
Understanding and managing your pet care needs can sometimes involve unexpected changes. Whether you're conducting due diligence before booking or need to cancel due to unforeseen circumstances, we're here to assist you. Below are the details of our cancellation policy to help you make informed decisions regarding your pet care plans.
For Service Cancellations:
-
Call us at (480) 608-5885. For scheduling or quotes, use Ext. 0; for emergencies, Ext. 1; and to confirm your return home, Ext. 2.
-
Email us for non-urgent matters or to request a quote.
-
For after-hours contact, leave a voicemail or use the emergency line for urgent needs.
We understand the importance of flexibility and are committed to accommodating your needs while ensuring the best care for your pets.
Daily Visit Cancellations
(Non-Holiday Visits)
If you're canceling standard pet sitting or dog walking appointments that do not fall on a holiday, please follow this timeline:
-
100% refund or credit if you cancel by 5:00 PM, 8+ days before your first scheduled visit
What it means: You’ll receive a full refund or credit to your TLC account if you cancel a week or more in advance. -
50% refund or credit if canceled by 5:00 PM, 7 days before
What it means: Half of your payment will be refunded or credited if you cancel about a week before your first visit. -
25% refund or credit if canceled by 5:00 PM, 5 days before
What it means: A quarter of your payment will be returned if you cancel a few days in advance. -
No refund or credit if canceled after 5:00 PM, 2 days before
What it means: If you cancel last minute, no refund or credit will be given. Early returns after a service begins also aren’t eligible. -
If you haven’t paid yet, TLC will send a bill based on the policy above.
Overnights & Holiday Visit Cancellations
For overnight stays or services scheduled during holiday periods, we ask for more notice due to higher demand and limited availability:
-
100% refund or credit if canceled by 5:00 PM, 16+ days before the first visit
What it means: Full refund or future service credit for cancellations made more than two weeks in advance. -
50% refund or credit if canceled by 5:00 PM, 15 days before
What it means: Half of your payment is refunded/credited if you cancel just over two weeks out. -
25% refund or credit if canceled by 5:00 PM, 10 days before
What it means: A small portion of your payment is refunded if you cancel a little over a week before. -
No refund or credit if canceled after 5:00 PM, 7 days before
What it means: No refund is available if you cancel less than a week in advance or return home early.
Ongoing / Weekly Services
These are recurring services like daily walks or regular check-ins. If you no longer need ongoing services, here’s how it works:
-
Same-day cancellations:
TLC retains 50% of that day’s visit fee.
If you cancel a scheduled visit the same day, half of the charge still applies. -
Missed/rescheduled visits:
50% service fee applies for the remaining walks that month if they’re not rescheduled for the same number of visits.
This helps ensure schedule stability and fairness for sitters. -
Ending weekly services:
-
TLC prefers 1-month written notice
What it means: Giving a month’s notice allows us time to adjust the sitter’s schedule. -
A 2-week minimum notice is required
What it means: If you cancel all future services without giving 2 weeks’ notice, you’ll be charged for the final 2 weeks of service (or to the end of the current month).-
If less than 2 weeks’ notice is given: A 100% fee will be charged for that final period.
-
-
Nonpayment Policy
-
Prepayment is required
All services must be paid for at least 15 days before the first scheduled visit, using cash, check, or major credit card. -
Automatic cancellation for unpaid appointments
If payment is not received 7 days before your appointment, the visit will be canceled automatically. -
Appointments are only confirmed once fully paid
If you're unsure about a payment, please reach out to our office to avoid unintentional cancellations.
Why Hire a TLC Pet Sitter?
♥ 20+ Years of Experience
♥ Reservations Online
♥ Pet CPR Certified
♥ Prepared for Emergencies
♥ Bonded & Insured
♥ Veterinarian Recommended
♥ Services Tailored for each client
♥ Pet Sitters can text client while away
♥ FREE Consultation
♥ “A” Ratings at Angie’s List
♥ Automatic notifications when sitter arrives and leaves
TLC Sitters Provide:
♥ Daily & Vacation Pet Sitting
♥ Daily Dog Walking
♥ Overnight Pet Care
♥ Mid-Day Visits
♥ Cat Sitting
♥ Injections
♥ House Sitting (No Pets)
