Merry Puppins Client Policy Summary

This document provides a summary of the key policies Merry Puppins clients should be familiar with to ensure the safety, well-being, and consistency of care for your pet(s), as well as clear communication and expectations with our team.

Scheduling & Cancellation

  • We encourage recurring/ongoing services for consistency.
  • Requests made after Wednesday at 5 PM for the following week must be made by phone.
  • Services requested within 24 hours incur a $10 surcharge.
  • Ongoing dog walks: 2 free cancellations per month with <2 weeks’ notice; cancellations within 24 hours are billed at full price.
  • Travel care and one-off services: 50% billed if canceled 8-14 days in advance; 100% billed if canceled <7 days in advance.

Holiday Services

  • Schedule early for holidays—availability is limited.
  • Slumber Parties: $50 holiday surcharge
  • All other visits: $15 holiday surcharge
  • Certain services may be unavailable on holidays

Client Account Updates

  • Clients must keep pet and home info updated proactively in their online account.
  • Changes requiring admin review (e.g. new pet, medication, behavior shifts) must be communicated at least 48 business hours in advance (weekends and holidays not included).
  • A $20 Service Adjustment Fee applies to late changes.
  • Significant changes may require an in-person consultation or check-in call.

Medical & Emergency Protocol

  • Merry Puppins is authorized to seek emergency care up to $5,000 if the client is unreachable.
  • In emergencies, we contact your vet or an emergency facility.
  • Team Members are certified in pet first aid.
  • We may use Pet Poison Control if ingestion of hazardous material is suspected (billed to client).

Visit Frequency (Travel Care)

  • Cats/small pets: 1 visit per 24 hours minimum
  • Dogs: 1 visit every 8 hours minimum
  • First and last visits must occur within 24 hours of client departure/return
  • We do not coordinate with outside caregivers

Travel Care for Dogs

  • No boarding; in-home only
  • Overnight care (Slumber Parties) available only for recurring clients; not available to new clients within first 90 days
  • Drop-in travel care: requires 14 days advance notice and $150 setup fee ($100 for School for Dogs clients)

Warm Handoff Protocol

  • Recurring dog walk clients receive 2 free warm handoffs for shy/anxious dogs
  • As-needed clients must pay regular visit rate + 50% for warm handoffs

Fear Free Handling & Equipment Policy

  • No retractable leashes
  • No use of prong, choke, pinch, shock, or spray collars
  • No leash corrections or physical aversive techniques
  • We are happy to assist with gear selection and positive reinforcement training via School for Dogs

Senior Protocol

  • Pets requiring skilled care (e.g. insulin, SubQ fluids, eye meds, spicy handling) are moved to Senior Protocol
  • $10 surcharge applies; services may be limited to specific qualified team members

Team-Based Care Model

  • You may see different caregivers depending on scheduling availability
  • Recurring clients typically see the same 1–2 walkers
  • Travel and one-off visits are scheduled based on team availability

Communication

  • Office hours: M–Th 9AM–5PM, Fri 9AM–3PM (closed holidays)
  • Call 833-MRRY-PUP or email merry@merrypuppinspgh.com / admin@merrypuppinspgh.com
  • After-hours urgent issues: call and dial extension #6
  • Major changes (meds, behavior) must be discussed by phone
  • No paper notes or direct contact with sitters allowed

Home Access & Keys

  • Clients must provide 2 access methods (lockbox, keyless entry, etc.)
  • If no backup access is available and entry fails, care may be delayed or skipped
  • In case of emergency, we may engage a locksmith (client billed for time + costs)
  • Lockbox setup errors may result in a $25 key delivery fee

Inclement Weather

  • Walks may be shortened in extreme weather, especially during heat, cold, or lightning
  • If 90°F+ or 85°F+ with air quality alert, outdoor time is limited to 15 mins
  • Full visit time is always honored indoors (play, enrichment, etc.)

Supply Runs

  • If pets run out of food, litter, or medication, we will notify you
  • If no arrangements are made, we will purchase supplies and bill you for:
    • Exact cost of goods
    • $39/hour prorated for staff time

Parking Fees

  • If pay parking is required to reach your home, the cost will be added to your invoice
  • Clients may provide a parking pass to avoid this fee

Smoking & Vaping Policy

  • Clients must refrain from smoking or vaping in the presence of our Team
  • Merry Puppins staff will never smoke or vape around pets

Background Checks & Insurance

  • All staff background checked (Acutraq pre-2022; Checkr post-2023)
  • No hires with criminal history beyond traffic violations
  • Insured & bonded through Business Insurers of the Carolinas

For questions, please contact us at 833-MRRY-PUP or merry@merrypuppinspgh.com.

Thank you for being part of the Merry Puppins family!