Our Policies

At Underdog Pet Care, every policy we have is rooted in respect, transparency and thoughtful care for both our clients and our team. We know how important it is to feel confident in the people caring for your pets and home while you are away, and we take that responsibility incredibly seriously.

We also understand that life is unpredictable. Plans will change, and emergencies can arise unexpectedly. While we will always approach each situation with flexibility and understanding, these policies help us operate fairly, maintain consistency, and allow us to continue providing the personalized level of care our clients deserve and value.

Our goal is to create long-term relationships built on trust and reliability so you can travel with confidence knowing your pets are safe and comfortable at home, while feeling informed, supported, and connected throughout their care.

We deeply appreciate your understanding and trust in us.

Deposits & Cancellation Policies

Dog Walks & Home Visits

  • Recurring schedules are billed monthly in advance and automatically processed 7 days before the first visit of the billing cycle.

  • À la carte walks and visits are invoiced in advance and automatically processed 7 days before the first visit.

  • Last-minute bookings (within the same week) → payment in full at the time of booking.

  • Cancellations given with 7+ days' notice → no charge.

  • 24 hours to 7 days' notice → service credit applied to a future invoice.

  • Less than 24 hours' notice → billed as scheduled.

Overnight Stays & Trip-Sits (for Out of Town Clients)

  • 50% non-refundable deposit is required at the time of booking to reserve dates.

  • Remaining balance is automatically processed 7 days prior to the start of care.

  • Last-minute bookings (within 7 days of the start of care) → payment in full required at the time of booking.

  • Cancellations given with 7+ days' notice → the 50% deposit may be applied as a credit toward a future sit within 6 months of trip date.

  • Within 7 days of the start of care → the remaining balance is processed and all payments are non-refundable.

  • Early returns or shortened trips → non-refundable, as dates are reserved exclusively for your pet.

  • Trip extensions → additional nights or changes to scheduled departure times are not guaranteed and are subject to sitter availability and scheduling constraints.

Meet & Greet Requirement

  • An in-person meet & greet is required prior to the start of all services.

  • This 30-minute meeting allows us to learn about your pet's routine, review care instructions, discuss expectations, and ensure our care approach aligns with your pet’s needs and our level of care.

  • Clients are responsible for presenting the home in the same clean condition it will be in during the scheduled service period so we can accurately assess the environment where care will be provided.

  • If an additional meet & greet is requested by the client or deemed necessary by Underdog Pet Care due to changes in the pet, home, care requirements, or an extended period since the last service, the appointment will be billed at the current home visit rate.

  • Completion of a meet & greet does not guarantee acceptance of services. Underdog Pet Care reserves the right to decline or discontinue services if we determine that we are not a good fit for the client’s needs.

  • Following a successful meet & greet, clients will receive access to our client portal to submit scheduling requests, maintain care information, and manage their account.

Client Portal

  • The client portal is our hub for scheduling requests, messaging & updates, invoices, payment processing, and serves as the official source of care instructions for your pet and home.

  • We accept all major credit cards, Apple Pay, Google Pay, and ACH bank transfers. All payments are processed securely through the portal, and we cover all processing fees.

  • A valid payment method must be kept on file. By booking services with Underdog Pet Care, clients authorize automatic payment processing on invoice due dates for a seamless, hassle-free payment experience.

  • All pet care and home care information must be completed in the portal and up to date at least 24 hours prior to the start of services.

  • Clients are responsible for maintaining accurate information, including access instructions, feeding schedules, medications, routines, emergency contacts, and household updates.

  • Underdog Pet Care relies solely on the information provided in the client portal and cannot be held liable for care instructions that are not properly documented within the client portal.

Home Access & Keys

  • Alarm systems, locks and entry methods must be fully functional and reliable, with no numbers sticking or not working properly.

  • If a physical key is required, keys should be provided at the initial meet & greet and may be securely retained on file for future services.

  • Clients are welcome to leave a key hidden in a secure location on the property if preferred. Please ensure the location is reliable and that we have clear access instructions before services begin.

  • A $15 service fee may apply for additional key pick-up or return trips outside of scheduled services.

  • If we are unable to complete scheduled services due to access issues, the service will be billed as scheduled and is non-refundable.

Overnight Care Policies

  • Homes must be safe, reasonably clean and tidied up, and appropriately prepared for overnight care prior to the sitter's arrival.

  • Our standard overnight care includes arrival at 6pm on the first day and departure by 8am on the final day. For clients needing additional coverage outside of these hours, the following add-ons are available:

    Arrival Add-Ons

    • Morning Arrival (10am or earlier): +$115

    • Midday Arrival (11am–1pm): +$80

    • Afternoon Arrival (2pm–4pm): +$50

    Departure Add-Ons

    • Midday Departure (10am–1pm): +$50

    • Afternoon Departure (2pm–5pm): +$80

    • Evening Departure (6pm or later): +$115

    These add-ons allow us to reserve additional time in a sitter's schedule and ensure your pets receive continued care in your absence.

    Dedicated Care Add-Ons

  • Our standard overnight service is designed for pets who can be comfortably left alone for at least six hours at a time. Pets that cannot be comfortably left alone for at least six hours require a Dedicated Care fee to compensate the sitter for the increased time commitment and scheduling limitations.

  • Dedicated Care rates are based on the maximum amount of time your pet can comfortably be left alone:

    • Maximum of 4–5 hours alone: +$40 per night

    • Maximum of 2–3 hours alone: +$60 per night

    • Continuous Care, requiring a sitter's full-time presence: +$100 per night

  • Dedicated Care is offered on a limited basis and is subject to sitter availability. Because these bookings may significantly limit a sitter’s ability to accept other services or leave the home, availability cannot be guaranteed. We will always do our best to accommodate your requested dates or discuss alternative care options when Dedicated Care is unavailable.

  • Clients are responsible for disclosing any known issues that may affect care, including concerns with HVAC, plumbing, appliances, internet, pests, or other household conditions.

  • We do not allow guests, visitors, workers, contractors, or other third parties to enter or exit the home during overnight care unless approved in advance by Underdog Pet Care. This policy is in place to ensure consistent, uninterrupted care while maintaining the safety, security, and comfort of both your pets and our sitters.

  • Thermostat settings are left to the sitter's discretion while care is being provided.

  • Reliable Wi-Fi access is required for all overnight services.

  • A clean, designated bed must be provided for the sitter during overnight stays. Sleeping on couches or other temporary accommodations is not considered suitable for overnight care.

  • Clients must disclose the presence and location of any indoor cameras, recording devices, or monitoring equipment prior to the start of care. We respect our clients' desire for peace of mind and ask for the same transparency in return so that our sitters can provide care comfortably and confidently.

  • If undisclosed issues are discovered upon arrival, Underdog Pet Care reserves the right to modify the care plan, adjust rates, convert the booking to drop-in visits, or refuse service if conditions are deemed unsafe or unsuitable.

Veterinary Emergency Care & Pet Safety

  • Clients agree to disclose any medical conditions, behavioral concerns, or history of aggression that may affect the handling or care of their pets.

  • In the event of illness, injury, or medical emergency, Underdog Pet Care will first attempt to contact the client and emergency contact. If the client’s designated primary or ER veterinarian is unavailable, pets will be transported to the nearest available veterinary clinic or emergency facility.

  • Clients authorize Underdog Pet Care to approve veterinary treatment deemed necessary for the pet’s health, safety, or survival if the client cannot be reached in a timely manner.

  • Clients are responsible for all veterinary expenses incurred during their absence and are required to maintain an active payment method on file with their veterinary provider.

  • Emergency contacts should be authorized to make decisions regarding veterinary care if needed.

  • If a member of the Underdog Pet Care team is injured due to pet’s behavior while providing care, the client may be held financially responsible for resulting medical expenses or damages.

Rate Adjustments

3+ Dogs Fee

  • 3+ Dogs (same household) → +$10 per walk or visit

Last-Minute Scheduling

  • On demand visit or walking requests (less than 24 hours) → +$10 per service

Full Time Care

  • Dogs unable to be left alone for at least 6 hours → +$40–$80 per night due to increased level of supervision and schedule adjustments required.

Holiday Rates

  • Services on major holidays → +$25 per walk/visit | +$50 per overnight due to limited availability and high demand.

Travel Fee

  • Households located outside our standard coverage zone → travel fee may apply depending on exact location from zip code: 30307

Litter Box Maintenance

  • Excessively soiled litter boxes requiring extensive cleaning upon arrival → +$10 cleaning fee. We kindly ask that litter boxes are scooped and in a clean, manageable condition at the start of care.

General Terms

  • Clients authorize Underdog Pet Care to take photos of their pet(s) for client updates & records, social media, and our website. All photos remain the property of Underdog Pet Care.

  • Visit times are approximate and subject to change based on the needs of all pets under our care. Underdog Pet Care is entrusted to use best judgment in caring for pets and homes during emergencies, severe weather, unsafe conditions, or other unforeseen circumstances.

  • Underdog Pet Care is not liable for service interruptions caused by circumstances beyond our reasonable control.

  • If a scheduled sitter becomes unavailable due to illness, emergency, or other unexpected circumstances, clients authorize Underdog Pet Care to assign a trusted backup care provider whenever possible, unless the client has specifically requested otherwise.

  • Clients may not independently hire or solicit Underdog Pet Care team members for private pet care services outside of Underdog Pet Care during an active client relationship and for 24 months following the last completed service.