General Policies, Payment Policies, Cancellations, etc

How do I schedule or change service?

Please Contact Us via email or phone to schedule or change service. It is very important that you contact us centrally for all service request and changes to service rather than simply notifying your regular service provider.

What forms of payment do you accept and how do I pay you?

We accept payments with cash, check, or credit card.

If paying with credit, we accept Visa, MasterCard, and Discover. If paying with cash, please DO NOT mail payment to us. Schedule a pickup or leave the payment at your home if you have a scheduled service. If paying with check, you can mail it to us, schedule a pickup, or leave the payment at your home if you have a scheduled service.

Please observe the following when paying with check

  1. Provide an invoice number on the check
  2. Provide the service address and owner name
  3. Make the check payable to All Critter Care LLC

 What is your cancellation policy?

Cancellation policy varies by service. Some services have a unique cancellation policy for holidays. Those services which have a holiday policy require cancellation no less than 20 days in advance of the scheduled service. Failure to comply with the cancellation policy will result in a cancellation fee of 50% of all services being cancelled.

Dog walks

  • If scheduled service is "morning/breakfast," cancel by 6:00pm the night before.
  • If scheduled service is "mid-day," cancel by 8:00am the day of service.
  • If the scheduled service is "dinner" or "bedtime," cancel by 12:00pm (noon) the day of service.

Pet visits

  • If scheduled service is "morning/breakfast," cancel by 6:00pm the night before.
  • If scheduled service is "mid-day," cancel by 8:00am the day of service.
  • If the scheduled service is "dinner" or "bedtime," cancel by 12:00pm (noon) the day of service.
    Holiday policy applies. (See FAQ "What are your holiday periods?" for additional detail)

What are your payment policies?

View our Payment Polices page for these details.


Customer Accounts and Information Forms

Why should I create a Customer Account?

There are lots of benefits to creating and maintaining a customer account. Check out the benefits HERE.

Where do I fill out your Customer and Pet Info Sheets?

You can fill out our Customer and Pet Forms by doing the following:

  1. Create a Customer Account on our website
  2. Check for confirmation email from our website
  3. Click the link in the confirmation email to confirm your registration
  4. Log In to your Customer Account
  5. Click "Manage Account" at the top of the webpage
  6. Under "Owner & Pet Service Details," click the link to go to the forms
  7. You will be presented with our Service Agreement. You must check each item for acceptance and then click "I Accept"
  8. You will then be presented with all Customer and Pet Forms.

Do I have to fill out a service agreement or fill in the customer and pet forms to receive promotions?

No! You can create an account just to receive special promotions, but in order to receive service you will have to complete the Service Agreement as well as the Customer and Pet Info Forms.

What is the purpose of the Customer and Pet Info Sheets?

The reason we have you fill these out is to make sure we have a record of everything we may need to gain access to your home (for services that require home access), deal with emergencies, and care for your pets while they are in our care. 

Do I need to fill everything out?

You don't have to fill everything out, but this is the official source of record for servicing you. If you want to provide additional detail later or make changes, you can do that at any time.

Can you email me or let me download the form to fill out by hand?

No. We previously did this, but all forms must now be filled out via our website.

Can I download a copy of my completed Service Agreement and Information Forms?

Of course. Just log in to your customer account and go to your Customer and Pet Info Forms.  The tab labeled "Step 5: Download Account Details" will allow you to download this information in PDF format whenever you want.  Please note, this is ONLY for downloading your completed forms. There is not an option to download a blank form to fill out at this time.

Is my information secure?

Obviously there is very sensitive data on these forms, and we take extreme measures to ensure that the information is secure.  Without compromising security by providing details, we can volunteer that all form related activity, from you filling it out and submitting, to downloading and delivery to us is handled under encryption.

What if information changes and I need to update it?

Not a problem. Just log in to your customer account and edit your records.  When you make a change, we'll get the updates on our end.

Dog Walking, Pet Visits

What if the weather is bad?

We work 365 days a year in all weather conditions; however, if the rain is extremely heavy we may shorten visits to the required time for your pet to go potty.

If road conditions are unsafe, we will notify you of inability to service your pets for the day.

If you do not want your pet serviced, you are welcome to cancel service in accordance with our cancellation policy

How do I know that you performed services?

Our staff will leave a short note outlining the highlights of the visit.

What if my pet gets sick or injured while I'm away?

We are constantly monitoring and recording the health of pets in our care. Should your pet's health cause concern, we will notify you immediately with a proposed action plan.

We will treat minor bouts of diarrhea, nausea, cuts, and scrapes on our own and have extensive experience doing so.

Will other pets or people be in my home while you provide service?

No, we do not allow anyone other than our professional staff into your home at the time of the visit. We also do not allow anyone to ride-along with employees except under special circumstances or during training.

That being said, we also ask that you do not allow anyone into your home during our service periods without advance notice and approval.

Will my dog be walking with other dogs?

We do walk dogs together at times as our daily schedule dictates.  We only do this when we are confident that all dogs in the group will get along.

How will you know the details to care for my pets?

This is another excellent question!  The answer has two components.

Meet & Greet We attempt to bring two service providers to your home to meet you and your pets before your scheduled service.  At this meeting we will learn about your pets' care, home layout, receive keys for our Easy Access Program, and review your customer and pet records.

Customer and Pet Records You will provide us the information on our Customer and Pet Info sheets that cover detailed information on your home and pets.  This needs to be completed one day in advance of our Meet & Greet. You can access the Info Sheets by signing up on our website.

How much does the Meet & Greet cost?

The Meet & Greet is $32 for up to one hour which, in our experience, is more than enough time to go over the details. Any time over one hour will be charged at our hourly rate of $32, pro-rated into 15-minute increments.

Follow-up Meet & Greets will be charged at a non-pro-rated rate of $32/hour. This includes for reasons such as rekeying the home, adding new pets, adding plants, or other home/routine alterations. It is suggested that these details be added to your online self-service profile to avoid these charges.

What should I do to prepare for the Meet & Greet?

Preparation for the Meet & Greet is simple. You only need to do two things. 

  1. Complete our Service Agreement and fill out our Customer and Pet Info Sheets. You can read more about this in the Customer Accounts and Information Forms section.
  2. Have a printed copy of the Info Sheets ready for the Meet & Greet

Is my home safe in your care?

Yes, your home is very safe. We are professionals and we do not use contractors. All of our employees must pass a background check as a condition of employment. As a company we are insured and bonded as well.  You will be required to fill out a Customer and Pet Information Form which will provide a number of details about the residence in case of emergency.

Here are some of the policies we follow when caring for pets in your home

  • No-one other than the associates caring for the home is allowed in the home
  • No outside pets are allowed in the home (neighbors', friends', family members', etc)
  • Observe restrictions to specified areas of the home and property
  • Rotate lights upon departures to provide a 'lived-in' look

Will you pick up dog waste when you walk my dog(s)?

Yes, we bring our own waste bags and pick up all pet waste on our walks.

How many animals will you care for in your 30 minute and 60 minute visits?

This is a great question.  Unlike other companies, we don't charge by the pet, we charge for time. We will care for all of the pets you specify in the requested timeframe....however, we will not accommodate unreasonable requests. We know how much we can get done in a specified amount of time. Realistically you need to take into account the services you are requesting, the different types of pets, and the number of pets. If it requires more time to perform the services you request in the time frame you specified, you will be charged for actual time required.

Can I specify a specific time for service?

We cannot guarantee specific times due to the nature of the business. We can't control traffic, weather, emergencies, or situations that may arise with pets that are being serviced before you, so we will not commit to something we don't have full control over. We have time frames we operate within and you will need to specify the time frame when you schedule your service.  The time frames are available on the Dog Walking and Pet Visits page.